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Risk & Operations

Operational controls & risk management.

EKSC LTD maintains documented operational controls across all active group brands, covering transaction monitoring, fraud-screening, dispute-prevention workflows and customer support procedures.

Controls
Daily Operational ReviewPCI DSS-Compliant ProcessingDocumented Complaint HandlingTransaction Evidence Retained

Overview

Operational controls statement: EKSC LTD maintains internal transaction monitoring, fraud-screening measures, customer support review procedures and dispute-prevention workflows as part of its documented operational controls across all active group brands.

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

Daily review of transaction patterns and volumes across all active group brands:

  • 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 benchmarks
  • Review of exception cases flagged through payment provider monitoring tools
  • Documented escalation procedures when anomalies are identified

Fraud Screening Measures

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

Dispute-Prevention Workflows

  • Proactive dispatch and shipping confirmation communications to customers
  • Tracking information provided at dispatch
  • Support contact displayed clearly on brand presence 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
Dispute-prevention statement: Customers are encouraged to contact payments@eksc.co.uk before initiating a payment dispute. EKSC LTD maintains transaction records, fulfilment evidence and communication logs to support timely complaint handling and dispute review.

Chargeback Prevention Controls

  • Alert-based chargeback prevention tooling where applicable
  • Rapid response procedures for dispute alerts with documented escalation timelines
  • Daily payment performance review including chargeback rate monitoring
  • Internal escalation procedures when indicators exceed review thresholds

Evidence Retention

  • 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

Customer Support Procedures

  • 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 and compliance requests.

Complaint Handling

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

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

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
  • Companies Act 2006 — UK company law compliance