Red Flags for Customer Fraud

Merchants in card-not-present environments must be especially cautious about customer fraud. Train your contact center reps to look for the following red flags when talking with callers:

* If the customer wants any product for any amount in any color, and wants the products shipped to multiple addresses.

* The bill-to and ship-to addresses are different. Hint: Don't allow your shipping company to change the ship-to address after the order has been placed.

* Rush orders for new customers. Why are they in such a rush? They may be anxious about the credit card's true owner learning of the theft.

—Tonya Carroll, product manager, Paymentech