Not Everybody Is A Crook!

In my earlier post Suspicious in Singapore, I pointed out how using the contact information provided in order forms can help you minimize Internet credit card fraud. Well, not everybody is a crook! If you don’t keep your communication polite, you could lose a good customer. Here’s what happened when I emailed a customer whose order was flagged because it was from Slovenia.

As usual, I’ve taken out any identifying information…

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Hello Customer,
Thanks for ordering from us. We truly appreciate our customers.

Since Slovenia is a county well known for Internet fraud, we’ll require one more piece of information before processing your transaction.

I’ll need the CVV2 number from the back of your card. Just turn your card over and look for a string of printed numbers on the back. It will go something like 123456 456. I’ll just need the digits in the last group (usually 3 or 4 numbers).

You can contact me with the numbers, or let me know a good time to call you.

I’m sure, as a legitimate credit card holder, you appreciate it when merchants take steps to prevent credit card fraud. If you have any questions or concerns, feel free to call or email.

Sincerely,

Me

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Dear Sir!
yes I am legitimate customer, no worry.
I still don’t know why Slovenia is well known country for fraud, we have very good economy, in 2007 we will have Euros Money and Slovenia will be president of Europe Union and our economy standard is very very high.

Anyway, I hope products are very good and not wasting my money, I trust you now. If I am happy with products I’ll buy much more from your website.

Have a great day.

Regards,
Customer

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To keep a customer, keep the communication flowing

The gist of the matter is that we communicated and I became convinced he was legit. He provided me with the information I requested (which I immediately destroyed as merchants are not allowed to keep records of CVV2 numbers).

It’s key to then follow up with good customer service. I sent his package immediately and included a personal note in it, expressing my gratitude for his patience and that I was glad to have “met” him. I also sent him an email as soon as his package was in the mail…

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Customer,
Thanks for providing me with the additional information. I appreciate your patience.
It’s good to know you’re a legitimate customer, I’m happy to have you on board.
Your package has already left the United States (yesterday) and is on its way.
Enjoy,
Me

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On the Internet, Trust=Comfort

Notice how this customer trusted me more after I’d asked for him more information. Many customers find this type of communication soothing. They may be wondering if you’re a legitimate business–even after they’ve ordered! When you contact them, they’re more certain you’re “for real.” Most scam artists will act as if you’re trying to pull something over on them.

“Idiot in charge”