Remember the Customer
Whenever your customers receive an e-mail or a phone call as a result of your anti-fraud efforts, phrase it in the most positive way possible. Explain that this is a routine security check to make sure their personal information and credit card are not being used without their consent. Provide the details of their order so they can be sure your communications are legitimate. Emphasize that your primary concern is their privacy and financial security.
Your customers will appreciate your diligence in watching out for their interests. Remember that a large number of suspect transactions will turn out to be legitimate. Also keep in mind that you might be talking to the unknowing victim of fraud and not its perpetrator.
How stringent you make your profiles, responses and messaging is up to you. Crack down on those who are up to no good, while protecting the relationship with genuine customers.
KEN BURKE is president and CEO of Multimedia Live, an e-commerce technology and development company based in Petaluma, CA. He can be reached at (707) 773-3434 or by e-mail at email@example.com.