My company operates a web store and we've been hit by fraud several times by orders where billing and shipping don't match. Credit card companies refund the money when customers complain about not recieving orders, and then tell us there's nothing they can do for us because billing and shipping don't match.
We're still ramping up the web store and trying hard to keep costs low to compensate for low economies of scale. We could start using delivery confirmation or something, but if there's a more elegant solution I'd love to hear it.
If we allow unmatched billing and shipping as is, we take unacceptable fraud losses. If we require them to match, we lose lots of customers ordering products to different addresses. We have customer products that get bought as gifts a lot, and law enforcement/tactical products that commonly get ordered to different locations because of mixed home/work environments for a lot of cops. I'd think at least the cops could just use a card that matches the address they want or ship to an address that matches the card, but the cops in the office tell me it's not that simple.
Anyway, this isn't my responsibility but we're currently doing what looks to me like the worst of both worlds: requiring shipping and billing addresses to match, but telling customers with unmatched addresses to put the real ship-to in the order comments field.
I'm not even in the web store division, but apparently I'm the only one willing to check Google and tech forums for best practices. Google hasn't turned up much... I've got a ticket out with our shopping cart provider but they take a long time to respond sometimes and don't seem to know much about this stuff. They can tell us how to tweak our UI and fix some back end and order processing issues, but that's about it.
We're still ramping up the web store and trying hard to keep costs low to compensate for low economies of scale. We could start using delivery confirmation or something, but if there's a more elegant solution I'd love to hear it.
If we allow unmatched billing and shipping as is, we take unacceptable fraud losses. If we require them to match, we lose lots of customers ordering products to different addresses. We have customer products that get bought as gifts a lot, and law enforcement/tactical products that commonly get ordered to different locations because of mixed home/work environments for a lot of cops. I'd think at least the cops could just use a card that matches the address they want or ship to an address that matches the card, but the cops in the office tell me it's not that simple.
Anyway, this isn't my responsibility but we're currently doing what looks to me like the worst of both worlds: requiring shipping and billing addresses to match, but telling customers with unmatched addresses to put the real ship-to in the order comments field.
I'm not even in the web store division, but apparently I'm the only one willing to check Google and tech forums for best practices. Google hasn't turned up much... I've got a ticket out with our shopping cart provider but they take a long time to respond sometimes and don't seem to know much about this stuff. They can tell us how to tweak our UI and fix some back end and order processing issues, but that's about it.
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