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"To speed the processing of your order, enter the issuing bank's phone number on the back of your credit card."
To date, we've had zero fraud or chargebacks, and only one (weak) attempt from Giana. Customer complaints are few and far between, and it becomes obvious those complaints are based out of paranoia and not fact.
When we call these institutions, we 1) identify ourself (legitimate business with license and location), 2) indicate we would like to compare the information we have been provided to avoid credit card fraud.
I've seen this mentioned many times as an addition to fight fraud, but nearly every bank we call absolutely refuses to cooperate. All we want to do is read them the info and have them give a yeah or nay. But they refuse.
So those of you that do this, how do you get the issuing banks to cooperate?
There might also be specialized companies that provide this manual AVS check service at an affordable price.
Issuing banks will not want to deal with you directly, as you will only take up their time and effort. There are also the privacy issues and laws. At best you might be able to get a US bank to say 'match' or 'no match'. But that's about it.
Search for 'manual avs check'.
joined:Oct 25, 2005
When I call I simply ask to verify name and address. I then give them each piece of information and they either say match or no match. They wont give out any other info. Its pretty standard any they always know what I am talking about without transfering me around etc.
Perhaps you need to rephrase the question when you call.
Some banks will not verify phone numbers, but they always verify or acknowledge "no match" for the address and for zip, most also do phone numbers.
Mine are all in the US, no international.
At best you might be able to get a US bank to say 'match' or 'no match'.
This is all we ever ask for, and yes we verify it's a real number before calling. A bogus number puts up red flags and we don't bother calling it.
But still, they just say NO! even when we tell them it's to benefit the customer, all we're asking is to verify the address and name info we have in hand.
You can also find the issuing bank's phone number from your processor (maybe not always from the gateway, but always from the processor).
So there is no need to ask people to fill out one extra field and make them even more paranoid than they usually are when ordering something online.
Isn't this what AVS is for?
We do AVS against zip and address. About 30% (best guess) fail AVS but are otherwise approved. But we don't reject the order due to these alone, there are a number of legitimate reasons it doesn't match. People move and don't update their card, they typo (Elm Street" instead of "Elm Drive" will cause a failure), as mentioned international orders, etc. Yes it's their responsibility to update their card. They often don't. (My own daughter orders from us and hers never matches. She's in the Army.)
To date we've had zero fraud orders <knock knock> but when we get one that's unusual, we look up the bank and verify it's the same number, then give the bank a call. Or try to.
I only ask because this is often mentioned among W.M. boards and wondered if some are getting the same reaction from the banking institutions we are.
joined:Oct 25, 2005
Could be a misunderstanding of the info. required by one of your employees, or a miscommunication between you and an employee on what is needed.
sun818 you're probably correct, as a coder it's probably one of those things I set up and forgot, was exemplifying. We just see the AVS responses on each order (zip ok, address mismatch, etc.)
joined:Oct 25, 2005
They should then ask you questions like "Are you a merchant? Where are you calling from? For each question reply with a curt answer without volunteering any additional information. When they say "go ahead with the verification, read the name and address.
Post here what the response is you get from this inquiry.
Wells Fargo ALWAYS refused, and were not polite about it.
I will NEVER do business with them in any shape, form, or fashion.
..and for what it's worth, on large orders we've called the customer back, explained the situation (and lack of being able to work with WF) and requested they use another credit card.
I don't ever remember losing a sale over this.