Strange case of suspected fraud

[deniser]

A few days ago a customer placed an order which was flagged up as suspect. When I queried it, I was told that the cardholder, card, and billing and delivery address all matched up and had a good history going back to 2008. The order was small so I sent it out.

Today I have a larger order from the same person. It has been flagged as suspect again. On querying it again I have been told that everything is great as before except that the email address used is linked to several different people and multiple cards which is not normal.

I can't work out what is happening here. Maybe she is ok but using someone's else's email address? Or her card is being used by someone else at the same address?

I have been told to phone her but if I am going to get a fraudster on the phone am not sure what to ask them that they wouldn't know and I would.

Can anyone help please?

 

[Naughty Vend]

The first order was probably a "recon" to test drive you and gain trust.

Although you probably can't see the whole card number, ask the merchant provider to compare the orders and let you know if it is indeed the same card and card holder, ask them to call the card holder to verify the transaction and get an authorisation number manually as well as the name of the person whom gave you it.

You could also consider offering the purchaser a 2% discount or free gift for paying by BACS, although use an account which could not be compromised by fraud (such as the standing order scam) as this is same / less than your merchant fee and ensures payment. If they don't want the discount and must pay by card you have to ask why, could be cashflow but also think about cash on delivery because some couriers now use portable card readers and that gets you a PIN which means it's no longer a CNP transaction... this should guarantee your funds from the merchant bank but double check that scenario with your issuers - get a written statement.

 

[deniser]

Thanks Naughty Vend. I have decided just to cancel the order and let them come back to persuade me it is genuine.

I have only even been wrong once and cancelled a genuine order so will go with my instincts.