Welcome to WebmasterWorld Guest from 54.172.221.7

Forum Moderators: buckworks

When shipping and billing address do not match, how to handle?

managing online orders when the ship and bill to addys do not match

     
7:56 pm on Nov 14, 2018 (gmt 0)

Preferred Member

10+ Year Member Top Contributors Of The Month

joined:Apr 13, 2004
posts: 440
votes: 25


I looked back through this forum and have not seen this issue discusssed here recently.

When you receive an order where the shipping and billing addresses do not match, whats the solution in 2018?

Obviously I check the IP (which can be falsified) and I will call the customer (who can lie/ use a burner phone). Asking the customer to email us a copy of his credit card statement can also be doctored - and risk losing a sale to a legit customer.

We are considering 3rd party services.. Looking for recommendations / tricks.. anything that can help work through manging risk of fraud while trying to provide the best customer service. TIA.
8:07 pm on Nov 14, 2018 (gmt 0)

Junior Member

joined:Mar 14, 2014
posts: 68
votes: 7


Just tell customers that the bank is asking the ID...
But if they pay with Paypal, you do not need anything.
9:09 pm on Nov 14, 2018 (gmt 0)

Preferred Member

10+ Year Member Top Contributors Of The Month

joined:Apr 13, 2004
posts: 440
votes: 25


@makeonlineshop, can you clarify "Just tell customers that the bank is asking the ID... " do you mean to ask the customer to send you a photo of their ID or something else?
9:19 pm on Nov 14, 2018 (gmt 0)

Junior Member

joined:Mar 14, 2014
posts: 68
votes: 7


yes this is what I am doing, and most accept because it's a bank request :-)
10:55 pm on Nov 14, 2018 (gmt 0)

Preferred Member

Top Contributors Of The Month

joined:Sept 13, 2018
posts:355
votes: 68


How different are both addresses? Same street? city? state? etc...

You can also use search engines, to check these addresses and see who is living there, or where they lead to. This might help to see if this is coherent, possible, or totally awckward.
12:15 am on Nov 15, 2018 (gmt 0)

Senior Member from US 

WebmasterWorld Senior Member tangor is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

joined:Nov 29, 2005
posts:8869
votes: 728


Are you collecting the security code at time of order?

Differences between billing and shipping addresses are pretty common, though extra care should be observed.

In 25 years of biz on web have only had 1 that was a fraud. Ask your payment processor for best practices and go from there.
9:43 am on Nov 15, 2018 (gmt 0)

Junior Member

joined:Mar 14, 2014
posts: 68
votes: 7


No payment will be safe if not done on Paypal. this is a fact.
This is why I would be scare to sell very expensive items, because fraud happens.
11:34 am on Nov 16, 2018 (gmt 0)

Senior Member from GB 

WebmasterWorld Senior Member piatkow is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

joined:Apr 5, 2006
posts:3450
votes: 60


The trouble is that there are so many valid reasons for this. I have bought Christmas and birthday presents with delivery direct to the recipient and friends have had parcels delivered to work (at least until the mail room objected).

On this side of the Atlantic the general use of 3D Secure authentication takes away some of the risk.