Contact bank directly re: questionable online charge?

[sun818]

The first four numbers of a credit card will tell you what bank the credit card was issued from. Is there a list of 800 numbers available where we can call to verify a questionable charge directly with that bank?

[Mike McKnight]

usually that list is not readily available, you should be able to call whoever does your merchant account and tell them that you need to directly contact the issuing bank about possible fraud. We now have online access with Nova and can see issuing bank contact info per CC used to purchase goods.

[incrediBILL]

OK, why wouldn't you just call the customer to verify the charge?

If the order is from the US you can call directory assistance at (area code) 555-1212 and verify the phone # and street address for that customer name easily. You can also usually verify this information in Google by typing a name and city, state and Google will display the phone #s it knows for that name and city. If that matches, call the customer! If it all doesn't match it's probably a fraud.

If it's out of the country, all bets are off.

[sun818]

> OK, why wouldn't you just call the customer to verify the charge?

I always call the phone number if the charge is suspicious for any reason. Fraudsters may not leave accurate phone details. If the phone number belongs to the customer, you have to explain to the customer what is going on. If they have a lot of questions, my time is being wasted as a good samaritan. I rather contact the bank and the bank can explain the situation to their customer. That's what their security group is for.

[incrediBILL]

Never contacted a bank except for chargebacks - they tend to spend WAY more time asking questions than the simple courtesy call to the customer "we're just calling to confirm this order..." takes about 2 minutes in most cases. When it is a fraud, I tell them we'll do a refund immediately, please contact your bank regarding your card ending in XXXX as it's being used for internet fraud. Here's my name and # if you need me again.

Been going ecommerce since '97, people are always greatful you let them know.

[lgn1]

Actually the first 6 digits of a MC or Visa determines the issuing bank.

Their used to be lists on the Internet by the various banks, but they are all now password protected and you need a subscription to access them.

You can get the same info for free by phoneing your merchant provider or MC or Visa International.

[sun818]

Thanks lgn1. I called another customer today trying to be a good samaritan. The card was for her husband and she hung up on me, thinking I was a telemarketer trying to push a credit card on her husband and angrily hung up. This is exactly what I want to avoid.

[incrediBILL]

Perhaps it's what you tell them when you call, been doing this since '97 and I've never been hung up on or yelled at even.

I simply tell them this:

"I'm calling to confirm an internet purchase made by <insert customer here> on web site <insert web site here> for your protection in case it was a fraudulent order. Before we ship <insert widget here> to <insert customer here>, can you PLEASE verify that <insert customer here> made the purchase for the credit card ending in XXXX before we can ship the order."

Just make sure they know you aren't trying to sell them sometime, that you are just trying to confirm an order.

About 50% that we re suspicious were truly frauds and they were stunned and appreciative we called so they could stop the fraud orders on their card. The rest usually were polite and said "Yes, we made that order" and that was that.

Maybe it doesn't work for you but the personal customer attention to such details seems to pay off for us.

[sun818]

I'll try that thanks.

[incrediBILL]

FYI - my wife has had 2 internet companies call and personally verify her orders before shipping.

[sun818]

Great, now they think I'm involved with the criminals. That does it - I'm not going to call as a courtesy. I'm just voiding transactions and moving on if I'm 99.9% sure it is fraud using other anti-fraud practices. You try to be a good samaritan and I get big slap in the face.

[incrediBILL]

You need a better bedside manner - good thing you aren't a doctor.

[sun818]

Thanks for your assessment even though you don't know me.

[incrediBILL]

sorry sun, didnt mean it to come off quite that way.

I've just been doing this 7 years now and never ran into the problems you describe calling customers is all.