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Fraud Call From Bank
jrockfl



 
Msg#: 4684820 posted 1:04 pm on Jul 3, 2014 (gmt 0)

Yesterday I received a phone call from Chase and the representative told me she had a customer on the line that did not recognize a charge from my company and asked to 3 way her in to find out more details because the customer thinks it was fraud.

Once the customer was on the line, I asked her for the last 4 digits of the card. I looked up in our system and it showed she had placed 3 orders. She said she placed the first two orders but not the third.

I looked at the order details and the shipping address matched the billing address. I then checked the tracking status and it shows it was delivered 7/2 at 11:00 AM.

She said she did not know who would of done that it was fraud.
She said she had not received the package. I asked her if she was home at the time time of delivery and she said no.

She said her mother was home though. I started to explain that the order was placed using the same account as the other orders. I read off her account username and password and stated it was shipped to the same address as the previous orders that also match the billing address.

Then she started changing her story and saying that maybe her mother ordered the stuff. Then started saying that her birthday is coming up and maybe it was a surprise birthday gift for her.


Really? What a waste of everyone's time.

 

makeonlineshop



 
Msg#: 4684820 posted 6:55 pm on Jul 3, 2014 (gmt 0)

I can't stand all these cheaters anymore...

lucy24

WebmasterWorld Senior Member lucy24 us a WebmasterWorld Top Contributor of All Time Top Contributors Of The Month



 
Msg#: 4684820 posted 7:49 pm on Jul 3, 2014 (gmt 0)

and maybe it was a surprise birthday gift for her

Oh, how thoughtful. So the premise is that mom used daughter's credit card to buy a gift for daughter?

With parents like that, who needs children? :)

piatkow

WebmasterWorld Senior Member piatkow us a WebmasterWorld Top Contributor of All Time 5+ Year Member



 
Msg#: 4684820 posted 3:08 pm on Jul 4, 2014 (gmt 0)

In the early days of the web I went to a seminar on internet fraud and at that time the two most common sources of chargebacks were:
1. Other family members using the card
2. Husbands denying that they had downloaded dirty photos after the wife saw the credit card bill

jrockfl



 
Msg#: 4684820 posted 10:23 pm on Jul 5, 2014 (gmt 0)

Thank you for the replies. That strange part is that she suggested maybe her mom used it to buy her a birthday present.

I would not use my mom's credit card to buy HER a birthday present.

tangor

WebmasterWorld Senior Member tangor us a WebmasterWorld Top Contributor of All Time 5+ Year Member Top Contributors Of The Month



 
Msg#: 4684820 posted 10:47 pm on Jul 5, 2014 (gmt 0)

Such commentary is called "arrgh! find an excuse as quick as possible and I can't think of one so blame..." and therein lies many of the odd excuses those attempting fraud come up with.

One reason why my ecommerce sites say "NO REFUNDS" and I mean it. I force these tricksters to PROVE there as been fraudulent use of their cards.

CardWhisperer



 
Msg#: 4684820 posted 11:00 pm on Jul 16, 2014 (gmt 0)

You are lucky that they called Chase and that Chase called you. Most of the time you are just stuck with a chargeback and mom gets away with it. Chargebacks are a tough thing to deal with at times. Well played.

incrediBILL

WebmasterWorld Administrator incredibill us a WebmasterWorld Top Contributor of All Time 5+ Year Member Top Contributors Of The Month



 
Msg#: 4684820 posted 12:13 am on Jul 17, 2014 (gmt 0)

Yesterday I received a phone call from Chase and the representative told me she had a customer on the line that did not recognize a charge from my company and asked to 3 way her in to find out more details because the customer thinks it was fraud.


Sadly this situation is often caused by:

1. Sites that use merchant accounts with a different name than the site name.

2. Domains with privacy protection

3. Lack of phone #s in the billing information on the CC bill

4. Lack of easily found contact information and return/refund policies on the site

If your billing name isn't the same as your site name, that's a recipe for disaster and chargeback hell. People will try looking up "Widget Consulting" or whatever the billing shows when the site might be "Widget World" or "Example.com". Then they go back and find that the place they purchased from doesn't have a phone number, the whois lookup shows a privacy registration, etc. and they quickly end up calling the credit card company because things suddenly aren't passing the sniff test and they become frustration.

Sure, some of it's fraud, I've run into that too, but a lot of this is because the site is friendly to purchase but not friendly to do returns or refunds.

If you don't want chargebacks make sure your refund policy is on the website, a copy is placed in the order, there's a phone # easy to find, and the merchant account name that shows on the CC bill has the same name or domain name and a phone # so they can easily reach you from the CC bill itself. When possible, leave real contact info in your domain registration as many people surprisingly look there when trying to contact people.

How I know this is one of my domains HAD my home phone # listed, now it's a business line. We got several calls a month from people wanting to know what this charge was on the CC bill.

Now here's and example of how it all goes to hell; the husband buys something and doesn't tell the wife and she's the one paying the bills and reviewing the charges and if she doesn't recognize the charge, she tries to find out what it is. If you don't make it easy for her to find out, you're facing a chargeback.

That's not fraud, that's simple lack of communication but the vendor takes it in the shorts if the vendor doesn't make it as easy as possible to be contacted.

Plus, I do monthly recurring charges and for several months the same guy kept calling that couldn't remember what the charge was for in the first place. Had I not make it easy to contact our company from the CC bill it most surely would've ended up as a chargeback.

The point is before you think every chargeback is a fraud, which many are, make sure you've covered all your bases so that a reasonable person with a reasonable question about a charge on a CC bill can easily find someone that can quickly give them a reasonable answer.

Otherwise brace for the inevitable >!GNIHCAK!<

That's >KACHING!< in reverse, aka the chargeback.

P.S. I used real world examples as you can't make this stuff up, really.

piatkow

WebmasterWorld Senior Member piatkow us a WebmasterWorld Top Contributor of All Time 5+ Year Member



 
Msg#: 4684820 posted 10:26 am on Jul 17, 2014 (gmt 0)


One reason why my ecommerce sites say "NO REFUNDS" and I mean it. I force these tricksters to PROVE there as been fraudulent use of their cards.

You can say what you like on your site, it won't stop a chargeback.


Sites that use merchant accounts with a different name than the site name.


That isn't just a web issue. Several times over the uears I have been reaching for the phone to query a charge before remembering filling the car up for that amount when "village filling station - smallville" appears on the statement as "example plc - metropolis"

incrediBILL

WebmasterWorld Administrator incredibill us a WebmasterWorld Top Contributor of All Time 5+ Year Member Top Contributors Of The Month



 
Msg#: 4684820 posted 11:53 pm on Jul 17, 2014 (gmt 0)

That isn't just a web issue.


That's right - it's a doing business smart to keep your money for web or B&M, make those charges easy to understand or you'll eat them.

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