| 12:16 am on May 17, 2011 (gmt 0)|
I'd call the issuing bank and ask them to call the card holder to verify that it was them who placed the order.
It's pretty common for AVS to not match-people relocate regularly and don't always update their info immediately.
Did they ask for express shipping? Any other red flags?
| 12:44 am on May 17, 2011 (gmt 0)|
No, didn't get red flags relating to express/overnight shipping.
Ok, that's a good idea. How would I get the issuing bank's telephone number?
| 12:50 am on May 17, 2011 (gmt 0)|
|How would I get the issuing bank's telephone number? |
Your Merchant Account provider can give it to you. Just phone them and ask for it. Or you can use [bindatabase.net...] but it's not always complete.
|Do you guys decline orders if AVS doesn't have a street address match, but does have a zip address match? Or vice versa (does have a street address match, but doesn't have a zip match)? |
No. That in and of itself isn't a red flag for our customer base. Especially with address - the AVS computer is really dumb with street addresses, especially in Canada. Our fraud rate is 0 with postal code/zip code + CVV match, but address mismatch.
| 1:45 am on May 17, 2011 (gmt 0)|
This is not a high risk situation with the possible exception of it being a $400 order. You can do some further research such as googling the phone no. and e-mail address.
| 3:04 am on May 17, 2011 (gmt 0)|
Ok, thank you!
I've never called the issuing bank before and had them call the card holder to verify if they placed the order before, but this is definitely something that can be done?
Can someone walk me through what the process of this usually is? What information do they usually ask me to provide them?
Thank you, again!
| 1:19 pm on May 17, 2011 (gmt 0)|
|Can someone walk me through what the process of this usually is? What information do they usually ask me to provide them? |
Yes, asking the issuing bank to verify a charge is a normal thing to do, and is recommended by most merchant account providers as another way to verify a transaction as legitimate if you're not sure.
All you'll need is your merchant number, the credit card number, the date of the charge, and the amount of the charge.
Simply call them, and tell them you'd like them to phone the cardholder to confirm that they've placed and authorize the order. They'll ask for your number, and then phone you back once they've reached the cardholder.
Ask the agent for their name and ID, and note the time/date you called in your files in case there's ever an issue.
| 2:23 pm on May 17, 2011 (gmt 0)|
Ok, great...thank you for this info!
| 1:52 pm on May 18, 2011 (gmt 0)|
Can I use this same process to check international orders (UK) as well?
| 2:16 pm on May 18, 2011 (gmt 0)|
Also, I see that only Visa/MC credit cards can be looked up on bindatabase.net; for Amex/Discover credit cards would I just call Amex/Discover directly?
| 6:46 pm on May 19, 2011 (gmt 0)|
Yes, you call Amex and Discover directly, as they act as their own issuing banks (I believe). Not sure about international orders-I require my internationals to pay via wire transfer (except Canada).
| 2:44 pm on May 20, 2011 (gmt 0)|
Sometimes AMEX can be issued by other banks (I believe both USAA and Citi issue them but there might be more) but their merchant support is centralized, so just call them directly.
International orders use the same process, yes.