Fraud cuts into margin for many retailers, it can wreck havoc on your reputation or worse… A few tell tale signs of possible fraud include a new account making a big purchase, multiple sizes ordered and/ or the bill to address not matching the ship to address. On the flip side you could have landed a new customer making a big purchase or sending a gift to someone else.
I once had the opportunity to listen in on a call to a customer who ordered 17 shirts from an online retailer, they were of different sizes and each had a different monogramming request. The order was flagged as fraud but turns out that the buyer was the concierge for a sports franchise placing an order for the team members. We thanked the customer and followed up with two email invitations offering more options to browse the available selection.
I also learned that your professional crook usually designates standard shipping and places a call to change to overnight shipping; they also make the request to change the shipping address. This way, the order usually is processed without being flagged and if the rep can be fooled – oh well.
Conversation is the best litmus test, nine times out of ten it’s not fraud but it gives you the opportunity to make an impression on the customer. Use the opportunity to create a bond, let them know you’re calling to verify, thank them and if appropriate talk a little about the product they are buying.
Promote the importance of your email program throughout the conversation, your boss and your customer will appreciate the work.