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I'm still after suggestions and advice on what can be done to deal with the problems of our current security checks and reduce fraud with out losing genuine customres.I know what your saying but in my experience (12 years) I have yet to have a
genuineever leave me because I did a little checking on the purchase.
geniunecustomers will take it in stride.
joined:Aug 12, 2004
Many customers have thanked me for taking the precautions.
curlykarl - Insist on delivering to the registered card address, you will loose some sales, but it should cut down on a lot of charge backs.
bwnbwn - I know what your saying but in my experience (12 years) I have yet to have a genuine ever leave me because I did a little checking on the purchase.
I bet we have called 1000's requesting more information to verify the purchase and not 1 has had a problem with it. In fact most feel better we called and looked into it. This does give you a chance to communicate to them your a real company with real people and I do really think this has brought us many return customers.
Never be afraid to call your customer.
sleepy_eye -Since alot of times people using stolen cards place orders all over the net, they sometimes can't remember what they order.
On suspicious orders we call we sometimes read back what they ordered wrong. Most people will correct you right away and get anxious or at least ask their husband/wife ..etc if what they are being told is correct. I would bet since you sell high value items they would rember a major purchase alot more than a smaller one. I know when I got my wide screen my wallet remembered it for a long time.
Not fool proof but with other bad points tipping the scale this has worked for us.
dickbaker - If something doesn't feel right, I'll have the credit card company contact the customer to verify that he/she authorized the transaction. That gets the company on record with the purchase.
A very effective method for checking orders. I don't know though how to do this. I called the bank of America yesterday to verify an order. The first time i've tried this method. Spent 40 minutes on the phone, transferred 5 times only to be told that the cardholder is the only one that can they can give information to. Very frustrating.
dickbaker - Visa and Mastercard have a number you call to get the phone number of the issuing bank. American Express and Discover let you verify name, address and phone number information on their automated systems.
Generally, customer service at the issuing banks will do the verification. Every so often it has to go to the fraud department. In about 1% of my verifications I'll come across a bank that won't do the verification unless the customer is on the line, in which case I'll call the customer and ask to conference in.
[edited by: lorax at 10:12 am (utc) on Jun 11, 2010]
[edit reason] no email snippets pls [/edit]
What information do you use to verify their purchase?
sleepy_eye - We use all the above to check the orders, AVS, calls to banks, Ip Geolocation, calling customer, common sense, ..etc
But theres one thing we do might not have been mentioned, the cart compares text fragments we find on frequent fraud orders against current orders, ex, jatim java, fastermail, 23401 ..etc These are things we have noticed are common to many fraud orders and add them to our cart.
No method is fool proof, but using a balancing scale method to decide and with practice, you can nearly get all the fraud ones. There are fraudsters out there tho that are very good at what they do, if you can study or find common tactics or errors in those orders, you add to your experience.
Its been about 6 months since a fraud chargeback for us, hope that keeps going :)
[edited by: buckworks at 3:16 pm (utc) on Jun 18, 2010]
[edit reason] Plese use example.com - it will never be owned [/edit]
Visa and Mastercard have a number you call to get the phone number of the issuing bank.
[edited by: bill at 9:13 am (utc) on Jun 22, 2010]
[edit reason] see sticky [/edit]