Fraud in the tech world is real and frustrating. It can delay orders, put devices at risk, and raise costs for everyone. That’s why we’re here to provide a safe, smooth process.
This easy-read version explains how The Big Phone Store keeps customers, devices, and the wider refurbished industry protected. No jargon—just what we do, why we do it, and how it helps you. We’ve been refurbishing phones for years, and our systems are designed to safeguard customers while stopping bad actors.
Browse our refurbished phones here.
1. Purpose
Our goal is simple: protect you and your device from fraud.
That includes things like:
- Chargeback fraud (claiming a payment was unauthorised when it wasn’t)
- False non-delivery or “empty parcel” claims
- Courier theft and misuse
- Any disputes raised dishonestly
Why this matters to you: Strong protections mean fewer delays, safer deliveries, and fair prices for customers.
2. Automated Fraud Screening and Order Controls
Every order goes through advanced screening using:
- Anti-fraud systems
- Risk scoring tools and payment security checks
- Behavioural analytics that spot unusual patterns
These systems automatically flag orders where there is a high risk of fraud or unlawful activity, which may result in:
- Delays to processing to verify details
- Cancelling an order or blocking future purchases linked to suspected fraud
We may also refuse to accept orders without providing a reason. We are not required to disclose reasons for refusal, delay, or cancellation where fraud or unlawful behaviour exists or is indicated by our automated risk models.
Quick view: What we do vs. Why it helps you
| What we do | Why it helps you |
|---|---|
| Automatic risk checks | Stops suspicious orders before they affect stock or deliveries |
| Occasional verification | Keeps your account and card safer |
| Refuse/cancel high-risk orders | Protects genuine customers and pricing |
3. IMEI Blacklisting and Global Network Blocking
If someone makes a false claim—such as saying they never received the device or that the payment was unauthorised—we may report the phone’s IMEI to trusted databases (e.g., CEIR/GSMA). This can block the device on networks worldwide.
We don’t do this lightly. It’s only used when we have credible evidence. We may also take civil action to recover the device, costs, and damages where fraud is proven.
Please be assured, honest customers are never penalised. These steps protect you from ending up with a compromised phone in the future.
4.1 Enrolment Process
Some devices are lightly enrolled in a security system (MDM or equivalent) before dispatch.
What this is: A digital “Do Not Steal” sticker.
What this isn’t: We cannot see your personal data, photos, messages, or apps.
4.2 Remote Restriction in Fraud Cases
If there’s strong evidence of fraud or a chargeback is raised without basis, we may remotely:
- Show an ownership notice (“This device is the property of The Big Phone Store”)
- Apply a temporary or permanent lock
- Prevent activation or network use
You might see “Managed” or “Supervised” in settings. That’s expected and lawful for fraud prevention.
4.3 Removal
Management is removed automatically after 30 days, unless a dispute is still active.
Need it lifted sooner? Email fraud@thebigphonestore.co.uk with your order details.
5. Chargeback, Non-Delivery, and Empty Parcel Fraud
If a claim is made that isn’t supported by evidence—such as saying the parcel was empty or tampered with when tracking, GPS, and delivery authentication show otherwise, or when a stolen or unauthorised payment credential is used—we may:
- Submit courier and system evidence to the card issuer, bank, or payment provider
- Blacklist the device’s IMEI
- Enable an activation lock
- Report the incident to relevant authorities
If independent evidence confirms fraud, we may take legal action to recover losses.
We use robust delivery data, such as scans, GPS logs, photos, and signatures to minimise disputes for honest customers.
6. Data Sharing and Fraud Reporting
To fight fraud (and only when lawful), we may securely process and share essential details such as:
- Contact and order info (name, address, email)
- Payment and device identifiers (masked card data, IMEI/serial)
- Courier evidence, CCTV timestamps, and digital signatures
This is under UK GDPR, the Data Protection Act 2018, and the Fraud Act 2006.
Who information may be shared with:
- Police, Action Fraud, National Crime Agency, and the courts
- Payment providers, couriers, insurers, anti-fraud platforms
- Trusted retailers in the mobile and electronics sector
This means: Fraudsters can be denied service across multiple retailers, protecting you and the wider community.
7. Legal Rights
Where supported by evidence, we reserve the right to pursue civil and/or criminal action. That may include recovery of devices, financial damages, and legal costs.
Bottom line: We’ll always act fairly, but firmly, when fraud is involved.
8. Acceptance
By placing an order with us, you agree to these fraud prevention terms. It helps ensure a safe marketplace for everyone.
We’re on your side. These safeguards keep genuine customers protected, keep devices usable, and keep prices fair. Most orders fly through without any checks. When extra steps are needed, they’re quick and designed to protect you.
Need help? Our team is friendly and here to assist. If you’re unsure about anything in this policy, reach out and we’ll talk you through it.
Frequently Asked Questions (FAQ's)
We delay or cancel when risk scoring shows a substantial threat so it can be investigated further. This protects genuine customers, stock and pricing.
Some devices ship with a light security profile (MDM/supervision). Think of it as a digital “do not steal” tag. It does not let us see your photos, messages or apps.
No. Management only allows anti-fraud identifiers and, in proven fraud cases, remote locking. Your personal content remains private.
It’s removed automatically after 30 days, unless there’s an active fraud or legal dispute. Need it lifted sooner? Email fraud@thebigphonestore.co.uk with your order number.
We’ll share delivery evidence (GPS scans, authentication, courier logs) with your bank. If a claim is proven false, we may lock or blacklist the device and seek recovery of losses. Honest customers are protected.
Contact us immediately with your order number. Keep all packaging. We’ll investigate with the courier and keep you updated. If confirmed, we’ll put things right quickly.
In proven fraud (e.g., false non-delivery or unauthorised payment claims), we may report the IMEI to industry databases (e.g., CEIR/GSMA), which can block network use globally. If a dispute is resolved in your favour, we’ll work to lift controls where possible, but timing depends on third-party databases.
Only what’s necessary and lawful. Order and contact details, masked payment data, device identifiers (IMEI/serial), and delivery evidence may be shared. We may share with payment providers, couriers, insurers, law enforcement, anti-fraud platforms, and trusted retailers for fraud prevention and legal compliance.
No. Genuine customers keep full consumer rights, warranty, and returns. Anti-fraud controls only apply in suspected or proven fraud situations.
Yes, where there’s suspected or confirmed fraud linked to a customer, address, or payment method. This is to protect the wider customer community.
Email fraud@thebigphonestore.co.uk with:
Order number
Name and delivery address
Any supporting evidence (e.g., ID/address proof if requested)
We’ll review promptly and confirm next steps.
Use your own card, ensure billing and delivery details are accurate, receive to a trusted address, and respond quickly to any validation request. If shipping to a new address or workplace, have ID or proof ready.
Helpful next steps
- Browse our range of refurbished phones.
- Still have questions? Contact The Big Phone Store team—happy to help.
