Operational controls & risk management

Overview

The controls described on this page represent the operational standards EKSC LTD applies consistently across its active retail brand portfolio. This page is intended to be transparent and readable for customers, payment service providers, underwriters, compliance teams and any other parties reviewing EKSC LTD's operational posture.

Transaction Monitoring

EKSC LTD conducts ongoing and daily review of transaction patterns and volumes across all active group brands. Monitoring activities include:

• Daily review of transaction volume, average order value and geographic distribution
• Identification of unusual order patterns or velocity anomalies
• Review of decline rates and card authentication outcomes
• Monitoring of refund and chargeback rates against defined operational benchmarks
• Review of exception cases flagged through payment provider monitoring tools
• Documented escalation procedures when anomalies are identified

Monitoring findings are reviewed on a daily schedule. Identified anomalies are investigated promptly and documented. Where action is required, it is taken without delay.

Fraud Screening Measures

Fraud-screening is applied at transaction level through integrated payment provider tools:

• 3D Secure authentication where supported by the issuing bank
• Address verification and card security checks where available
• Payment provider fraud-detection and velocity controls applied at point of transaction
• Review of high-risk transaction signals where flagged by payment provider tools
• Documented procedures for handling flagged transactions

Where fraud is identified after the fact, EKSC LTD cooperates fully with payment providers, cardholders and card networks to resolve the matter.

Dispute-Prevention Workflows

EKSC LTD takes a proactive approach to dispute prevention. The primary objective is to resolve customer issues before they escalate to a formal card dispute:

• Proactive dispatch and shipping confirmation communications sent to customers
• Tracking information provided at dispatch across all active brands
• Support contact displayed clearly on brand websites and at checkout
• Clear refund and return policies published and shown at checkout
• Active support responses to pre-dispute enquiries within one business day
• Payments team available to resolve billing and descriptor queries before disputes arise
• Documented pre-dispute resolution workflow applied where a customer flags a payment concern

Chargeback Prevention Controls

In addition to dispute-prevention workflows, EKSC LTD applies technical controls to reduce chargeback exposure:

• Alert-based chargeback prevention tooling where applicable, providing early warning of potential disputes before they escalate to chargebacks
• Rapid response procedures for dispute alerts, with documented escalation timelines
• Daily payment performance review including chargeback rate monitoring against thresholds
• Internal escalation procedures when chargeback indicators exceed defined review thresholds
• Proactive customer outreach where a payment issue is identified before the customer contacts us

Evidence Retention

EKSC LTD retains the following evidence for all transactions across active group brands:

• Order confirmation records including full order details, pricing and customer information
• Payment transaction references and confirmation records
• Dispatch records including shipping carrier data and tracking references
• Delivery confirmation records where available from the carrier
• Customer communication records associated with each order
• Refund and resolution records where applicable
• Complaint documentation and response records

Evidence is retained for periods appropriate to applicable legal requirements and card network dispute resolution timelines. All retained evidence is made available in response to formal card network dispute submissions within required timeframes.

Customer Support Procedures

Documented support procedures cover all order, delivery, refund, billing and complaint categories:

• support@eksc.co.uk — orders, delivery, refunds, product enquiries
• payments@eksc.co.uk — billing questions, unrecognised charges, pre-dispute resolution
• legal@eksc.co.uk — formal complaints, legal correspondence, compliance queries

Response time target: one business day for standard enquiries. Same day for urgent payment queries. All support procedures are applied consistently across all active brands.

Complaint Handling

Formal complaint handling includes:

• Written complaint submission via legal@eksc.co.uk
• Acknowledgement within two business days
• Internal review by a designated reviewer with defined response windows
• Written response within five business days for standard complaints
• Escalation path to senior reviewer if initial response is unsatisfactory
• All complaint records documented, retained and reviewed for operational patterns

Full details available on the Complaints & Disputes page.

Payment Security Standards

• Processing exclusively through regulated, PCI DSS-compliant payment service providers
• Raw card data not stored on EKSC LTD systems at any point
• Card data handled via tokenisation by the payment provider
• TLS encryption for all data transmissions
• 3D Secure authentication where supported by the issuing bank
• Secure API integrations with payment provider systems

Compliance Standards

• UK GDPR and EU GDPR — data protection compliance across all markets
• UK Consumer Rights Act 2015 — applied for UK brand operations
• EU Consumer Rights Directive — applied for EU market operations
• PCI DSS — payment processing standard compliance via regulated providers
• ASA advertising standards — marketing compliance for UK-targeted advertising
• Companies Act 2006 — UK company law compliance for EKSC LTD