My website is wphones.net, we are a cellular phone company we specialize in a everything and anything.
we have been in buisness for 6 years, up until 1 year ago we have been taking orders for our products via the internet. We must say it is a great way to make money.
Yet in the cellular industry thier or many hasseles and often complications selling via the internet. One of the many problems we have seen is that when a customer places an order he somtimes calls us back and says he did not place it and the credit card was missused.
Now this causes a serious problem in that once a phone is connected, disconnecting it faces us with a major fine and dilema.
We obviously cant say "no" to the customer, that we wont cancel his order. But is there any way to make sure that when a customer places and order it is truly him and that if he does try to cancel becuase of those reasons meationed, we wont have to deal with him. So he would take it up with the credit card company.
Every canceled order costs us more money. Is a contract that a customer has to agree to, explaining that, once a purchase is made there are no returns because of this sitution or is that not allowed?
What do u suppose we should do to prevent this kind of fraud ?
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fairhousing posted this at 05:13—27th October 2001.
They have: 1,589 posts
Joined: Mar 1999
any sure ways NO.
no signature (internet purchase) is even harder to deal with.
even with a signature there's fraud and so on.
bottom line, it's a cost of biz.
there are services though, that say they keep better track of cc fraud and customers that too many charge backs, etc.
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Adam Oberdorfer posted this at 19:23—28th October 2001.
They have: 384 posts
Joined: Sep 2000
I would suggest contacting your merchant company and asking for their assistance. They probably have fraud prevention features available and can assist you in integrating them. I have no idea what level of fraud prevention you have integrated currently. However if you use the basic features that most merchant services provide the possibility of fraud goes way down.
a) Make sure your storefront is making use of address and telephone verification. If your storefront requires the ship-to and telephone number to match the data on the credit card account the possibilities of using a stolen credit card decrease.
b) It sounds like your taking on-line cellular service orders. Do you require social security information? I would assume so as you probably run credit checks on your customers before issuing a service contract. You may want to request other information (I believe I was asked for my driver's license) just so that you have more data to verify. Also contact your cellular carrier or credit report company and see what additional solutions they can provide. They may have more ideas regarding ways to decrease fraud and increase the ability to verify a purchaser.
c) Consider calling (you have to call the telephone number which is verified on the credit card account) and verifying some or all of your on-line cellular service orders. This is a fairly popular form of verification used by large e-commerce stores who sell larger items.
Basically the only ways are to verify and validate as much of the information as possible. All of your service providers should be able to help by telling you what information would be critical for your business. Good luck!
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Curtis Stevens posted this at 05:12—14th November 2001.
They have: 372 posts
Joined: Dec 1998
This page might help:
http://gotmerchant.com/fraud.shtml
Curtis
Curtis Stevens
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