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Time and time again I see people saying in the "is this fraud" style threads, just call the card issuer and ask them. Well I wonder if these people have ever actually tried to do this themselves as in my experience it is nowhere near as simple as that, well not in the UK anyway.
When contacting my merchant account provider and also UK card issuers I've got absolutely nowhere when trying to get them to confirm card holder addresses or anything like that. For example, my merchant account provider simply didn't understand what I was trying to do and suggested that I should make a code 10 call. When contacting the card issuer I just got the standard "I'm sorry sir but we cannot give out our customers details", I tried to explain to them that I was trying to protect their customers from a potential fraud but they were simply not interested, am I ringing the wrong department or speaking to the wrong people?
It sounds to me that in the US it is a well established procedure for Merchants to contact card issuers to confirm transactions but here in the UK this process just doesn't (from my experience) seem to exist. Can anyone who is a UK merchant confirm that they are regularly able to contact UK card issuers and get help with confirming transactions? If so do they have a special number that you ring other than the general customers services number? Are we allowed to share these UK card issuers phone numbers here in the forums or is that against the TOS?
However I have a new system in place that will manually allow me to intervene if the amount is over a certain threshold. Thus a can then do a 'code 10' if not sure and this may help me to confirm the transaction. After several calls to indian call centres I have also found out that my merchant bank as a special 'fraud' department. Thus instead of asking for a 'code 10' I can be transferred there and I will get more info, but I will not get the card holders address info - which is the bit I really want.
On the whole the level isn't that great (and rightly so - the vast majority of calls are simply forced voice auths from physical POS customers) and very few are trained in any procedures for MOTO, internet or other card not present transactions.
This is solved by having a merchant advocate work on your behalf. We do this extensively in the US on behalf of merchants, but not so much in the US as I think there is less awareness of what this is. We do think though this will change, and we can think of several other companies as well as us (so this isnt a shameless plug) who offer this.