joined:June 30, 2010
In order to prevent chargebacks I have institued the following policy whenever an order is shipped when it comes to adding signature confirmation and insurance:
If the item is going to a home address that does not contain a unit/apt number:
If the order is over $300 add insurance
If the order is over $400 add insurance AND Signature confirmation
if the item is going to a apartment/unit/business address:
If the order is over $200 add insurance
If the order is over $300 add insurance AND Signature confirmation
So the question is what is your policy when it comes to adding signature confirmation? I recently had a fraud transaction that was for $300, and I didn't have a signature, so I am considering lowering my threshold across the board to require a signature whenever an order is over $300. The only thing is that in the past customers have complained that they don't like the signature confirmation since they are not home during the day and then have to go and pick it up from the post office.
What do you think about the balance between protecting one business and ensuring customer satisfaction? Luckily I have not had much fraud in the past, but every time it happens it frustrates me so much.