Cardholder signing for package?

[onlinesource]

First off, I'm brand new here. I've actually been searching the 'web for a forum where I could talk with other webmasters about their experiences. I can't believe I never spotted this site til now.

Anyway, I run an eCommerce store where I sell custom documents. The documents have an immediate need but once that need is met, they are useless and many times a customer will dispute the charge. My "friendly fraud" rates are outrageous.

One of the biggest tricks customers do is purchase something but when FedEx comes to drop off their package, they have a buddy sign for it. Then they say to their credit card company, "I didn't authorize the charge or my card was stolen". Normally, if I can show that all the information on the order matches (billing, shipping, etc) they the person (cardholder) disputing it, actually signed for it, I can win the chargeback. BUT sometimes everything matches but a friend or buddy signs it and the bank sides with the customer.

Is it possible to have the package signed by only the cardholder? I see some people on this forum writing about how they can get an id required with signatures. How? My FedEx rep tells me I can't. That the driver will get a signature, but he has so many packages to deliver, that there is no way he'll verify every id.

I need some suggestions. I realize fraud is a never-ending battle that you'll never conquer, but the more proof I have that the purchase is legit, the more I hope that I can win the charge-back.

[nancyb]

Try USPS. You can use the Click 'n Ship feature for online printing of postage/label or go to your P.O. Use "Adult Signature, Restricted Delivery" which means it is signed by the addressee. Insurance is included for $100 or you can pay for additional insurance. Express mail is usually next day but in some places it may be 2nd day but this is shown before you print your label.

[onlinesource]

Thanks for the reply Nancyb

I didn't know that the USPS offered that. Problem is, I look at the USPS from the customer's perspective and a lot of customers are scared off by the name and want UPS, FedEx, something along those lines.

Still, its worth looking into.

[nancyb]

scared off by the name ?

Maybe those are the people who cry "no receipt".

<shaking head in wonder> Why would anyone be scared of USPS - that is the way most mail is delivered.

I only ship USPS (high end custom product) and have never had a problem with customer or USPS.

[dpd1]

There are some people that have a weird thing against the PO... Similar to the weird thing some people have with PayPal. Not much you can do about it. I think protecting yourself is the primary goal. You'll never make everybody happy. And like mentioned... People that have strange issues to start, are often the ones that later become bigger problems.

[Planet13]

Problem is, I look at the USPS from the customer's perspective and a lot of customers are scared off by the name and want UPS, FedEx, something along those lines.

Just send it USPS anyway with restricted delivery.

On your site, call it something like "expedited delivery" or "two-day" delivery. Don't even tell them which shipping service you use.

[onlinesource]

I didn't know that the USPS offered that service. I might try using that in cases when I am almost certain the order is fraud or the customer is fishy. I had a customer the other day insist that his brother sign for the package and not him and I think this is a scam to file a charge back stating that he never got it. Since the credit card company would see his brother's signature and since its not his, he would argue it.

[jwolthuis]

The credit card company is only Step #1 of 4 steps to getting paid. If the bank agrees to their chargeback claim and gives the buyer their money back, you have additional options:

Step #2; Send the buyer a PayPal Invoice via email for the order total. He can pay it with a credit card, or with his PayPal balance. He will pay it, once you tell him what you're about to do (Steps 3 & 4).

Step #3: Explain to the buyer that he is in posession of *your* Document, you have proof of delivery, and that you've contacted an Asset-Recovery Detective at (town name) Police, given him a physical description of your Document, and an address (the ship-to address), and finally that you've signed an affidavit claiming ownership of the Document. Please expect a knock at the door in the next day or two.

Step #4: Explain to the buyer that if that attempt doesn't result in the return of your asset, you will file with the (town name) Small-Claims Division of (Court Name). (Google for this information). The filing fee is $175, which you will add to your damage claim, for total damages of $(total).

The credit card company is not the end-all, say-all... you have options! Never simply give up if you have been scammed. Keep this template in GMail or Word, fill it out, and send it to the buyer. You'll be surprised at the number of payments you receive, once they realize you aren't simply going away.

You don't actually have to execute this plan; simply telling the crook your intentions usually is enough to get him to pay.

The last thing these guys want is a cop at their door, or to be in front of another judge again.

[bakedjake]

Just send it USPS anyway with restricted delivery.

On your site, call it something like "expedited delivery" or "two-day" delivery. Don't even tell them which shipping service you use.

Agreed. As the merchant, this is how I would display it on my site. It gives you the flexibility to ship in the way that is best for your business (and as you grow, using a single carrier will be more expensive than rating and selecting individual carriers on a per order basis based on destination and service levels)

There are some people that have a weird thing against the PO...

Also in agreement as the consumer. I dislike the postal service for a multitude of reasons, and prefer to use couriers whenever possible.

Why would anyone be scared of USPS - that is the way most mail is delivered.

Limited flexibility on re-routing (CP/USPS), limited service hours in rural locations (CP/USPS), a slow and complicated insurance process that is often prone to spurious rejection for odd reasons (CP/USPS), the penchant for letter carriers to take out their frustration towards their bosses on the mail and parcels they are delivering (CP), random labor disturbances (CP).

And those are just the issues I've experienced. There's lots of reasons ;-)

[dpd1]

All of the things you mention have and will be experienced by all the carriers. I had FedEx refuse to redeliver something the other day, because they claimed the address was wrong. It was not. They just flat out refused, even though it was still at the hub in that city. A lot of good it does knowing where something is, if they won't do anything about it. I had to spend two hours on a Sat driving to the UPS hub to get a package, because they left our unit number off the address, and the guy who has been to our place a hundred times, decided it was too much work to walk 8 feet from the curb and look us up on the directory. I've had UPS and FedEx stuff show up looking like it went through a war.

[nancyb]

take out their frustration towards their bosses on the mail and parcels they are delivering

Maybe you missed seeing the 60 Minutes (or Dateline) program that showed the UPS or FedEX driver "throwing" a TV up and over a wall!

I've had UPS and FedEx stuff show up looking like it went through a war.

I actually happened to see the FedEX driver "dump" my new computer on my driveway and speed away. :o

At least the USPS actually gets a signature before handing the addressee the package. Both UPS and FedEX will often just leave the package on a porch or by the mailbox even when a signature is required.

Nope, I'll stick with USPS (either Registered or Express Mail insured) for anything of value. Both of these services require each and every USPS employee along the way to sign for the package.

One more reason I prefer USPS is that they are waaay cheaper when delivering to a residential address and even waaay, waaay cheaper if it is a next day delivery, sometimes by $20 to $30!

<disclaimer>I'm not a P.O. employee, not married to one, or the child of one, just a happy, satisfied customer :)

[dpd1]

I was shocked and amazed the other day when a younger postal guy who was filling in, asked me how the service was treating us. If our UPS guy drops without whining about something, it's a miracle. If a box is over 5 pounds, I usually get some kind of snide comment. It strikes me as odd that someone who hates lifting things would get a delivery job. lol Postal not perfect, but not bad. If they could just get the bleeding under control, they could really have something.