Requiring a signature on expedited orders to prevent fraud....

when it is shipped to an address other than billing.

[tolachi]

Our incidence of fraud is very low, less than .1% (that is low isn't it?) of our gross. However, we've found that in all but one case the item was shipped expedited to an address other than the billing address. It appears that at least some of these were cases of the criminal picking a nearby house and swiping the package off the porch once it was left. We're hoping to eliminate most of this by requiring a signature. That won't be too costly as expedited shipments to addresses other than billing are rather rare.

Has anybody else tried this? Did it work for you? Did it create customer service problems?

[prairie]

Yes, and it probably does help reduce fraud, however the banks will still readily issue a chargeback in the face of a signed delivery.

[mcneely]

In our TOS and Shipping statements, we make it very clear to our customers that they will be required to sign for the shipment.

The reason why we do this is because last year, there were some odd ducks in the east that thought it would be pretty neat to order something and then pull out a chargeback once the order was received.

Without proof of delivery via signature, we were scr**ed.

Hasn't hurt our bottom line a bit by requiring a siggy, and shouldn't hurt you either.

As a result, our customers are happier because of the participation on their part (packages don't get left at a residence in the rain), our widgets are happier, and our accounts received dept is happier (less fraud)

Works good, all the way around.

[Corey Bryant]

Proof of delivery will help in some circumstances. If you think it might be fraud or you are suspicious, you can always call the customer and ask them to fax you back a signed credit card reciept. You might even ask for a photocopy of the credit card (front only, not back).

-Corey

[tolachi]

Thanks for the comments. Doesn't sound like there are any hidden pitfalls here.

[chicagohh]

Doesn't sound like there are any hidden pitfalls here.

Not really hidden, but even with a signature you can lose a chargeback - if the signature does not match the name on the credit card/home owner.

If someone is truly dishonest it is next to impossible to prevent a fraud/chargeback.