MLHmptn - 8:29 am on Mar 20, 2010 (gmt 0)
And don't tell your customers they have to verify an order
What DO you tell the person you phone?
We just pick up the phone and call them and state that our purpose is simply a courtesy call to ensure they have ordered correctly (ie: items ordered, quantity, colors, shipping address, etc.) which saves us from chargeback disputes and ensures customer satisfaction. If we can't reach the customer via phone within 1-3 days it's usually a good indication that somethings up so we immediately credit the card back and/or void the charge. Also, we do not make the customer aware BEFORE the sale that we require confirmation of the order. If we did that the scammers/fraudsters would know beforehand that we would be calling and they would be prepared for our calls.
At first we thought it would be an inconvenience to the customer but it's truly amazing how many customers are appreciative of us calling them BEFORE we ship their order and to verify they are exactly who they say they are. With the digital age amongst us customer service is a rarity and customers are extremely appreciative of REAL customer service that 95% of ecom stores (even brick and mortar stores) do not provide.
Also, immediately after the customers order is delivered we place a follow-up call to ensure the customers satisfaction while at the same time (if we feel appropriate) letting them know about other niches that we can fill (helps increase sales obviously).
With this policy in place we haven't had a single chargeback and I attribute this to the procedures that were implemented in February '09.