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Security Code Match Only

How should I enquire?

     
10:01 pm on Dec 1, 2003 (gmt 0)

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Have been running my online shop for about a month now, but this is the first order that has been placed where the credit card match gave "Security Code Match Only". The customers email address also bounced. Interestingly the delivery address is only a few miles down the road so I may as well deliver it by hand...

What's the best way to approach this customer without seeming over suspicious? If they everything is legit, then I would obviously like repeat business from them. Anyone had any experience with this?

Cheers all

11:37 pm on Dec 1, 2003 (gmt 0)

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If the customer is local as you say, I would just call them up on the phone. I have found most customers who are legit actually appreciate the call, as it shows them you care about their security and that there is a real human on the other end of the ether.

If you can verify the information via telephone, I always go with it.

11:49 pm on Dec 1, 2003 (gmt 0)

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It is not uncommon to receive "warnings" with regard to online credit card transactions, in my experience.

I would estimate that I get a warning of some kind in around 3% of transactions.

If the postcode/address is a match, I ignore the warnings as at least I know the delivery address is to the owner of the card!

Otherwise, I follow up with a phone call.

5:16 pm on Dec 2, 2003 (gmt 0)

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Contact the bank and do a name and address check (depending on privacy laws in your customers countries ). Sometimes its fine.
6:38 pm on Dec 2, 2003 (gmt 0)

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Thanks guys. I dropped the package over to the customers house this afternoon, turns out that the house has a name as well as being 4 XYZ Road, which is why the code gave a mismatch. If I hadn't been able to delivery it by hand I would have checked with Barclaycard first.

Thanks again,
Phil

 

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