In our years working along-side merchants this question is something that has come up time and time again. “Hey Boss Creative, We’ve received an order that looks suspicious, what do we do?”

Credit Card Fraud is on the rise with more and more merchants falling victim and if you do, 9 times out of 10 the bank favours against you (the merchant) and you’re left to try and recoup your loss.

What do you do? Well here’s the down-low on how to spot a suspicious order, how to deal with it and what to do if you fall victim.

Well here’s the down-low on how to spot a suspicious order, how to deal with it and what to do if you fall victim.

We’ve created an email template you can use when reaching out to the customer:

  1. State that the order has been flagged in the system and you need further information to process it.
  2. Re-assure the customer that it’s in their interest and you are protecting them as well as yourself.
  3. Request for Photo ID and a picture of the Credit/Debit card used to place the order, covering all but the last 4 digits. Make this part of your Term’s and Condition’s of sale.

You’ve sent the email to the customer and..

They replied
and provided the information I asked for.
That’s great news. If it all looks good and the name of the ID and Credit/Debit Card matches then the risk of the order being fraudulent is lower. (It doesn’t completely mitigate the risk)

~ You will now have to make a decision whether to process or cancel the order.

– and they do not want to provide ID.
Some customers may feel it’s a violation of their privacy, and I don’t blame them as a lot of companies do misuse private information but you need to stick to your guns. It’s in the interest of your business and the customer.

~ You will now have to make a decision whether to process or cancel the order.

They haven’t replied, How long do I wait?

Good question. As a rule of thumb we normally suggest up to 72hours to respond, after that we advise the merchant to refund the order as no response is another red flag.