When shipping and billing address do not match, how to handle?

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When shipping and billing address do not match, how to handle?

managing online orders when the ship and bill to addys do not match

cnvi

7:56 pm on Nov 14, 2018 (gmt 0)

I looked back through this forum and have not seen this issue discusssed here recently.

When you receive an order where the shipping and billing addresses do not match, whats the solution in 2018?

Obviously I check the IP (which can be falsified) and I will call the customer (who can lie/ use a burner phone). Asking the customer to email us a copy of his credit card statement can also be doctored - and risk losing a sale to a legit customer.

We are considering 3rd party services.. Looking for recommendations / tricks.. anything that can help work through manging risk of fraud while trying to provide the best customer service. TIA.

makeonlineshop

8:07 pm on Nov 14, 2018 (gmt 0)

Just tell customers that the bank is asking the ID...
But if they pay with Paypal, you do not need anything.

cnvi

9:09 pm on Nov 14, 2018 (gmt 0)

@makeonlineshop, can you clarify "Just tell customers that the bank is asking the ID... " do you mean to ask the customer to send you a photo of their ID or something else?

makeonlineshop

9:19 pm on Nov 14, 2018 (gmt 0)

yes this is what I am doing, and most accept because it's a bank request :-)

justpassing

10:55 pm on Nov 14, 2018 (gmt 0)

How different are both addresses? Same street? city? state? etc...

You can also use search engines, to check these addresses and see who is living there, or where they lead to. This might help to see if this is coherent, possible, or totally awckward.

tangor

12:15 am on Nov 15, 2018 (gmt 0)

Are you collecting the security code at time of order?

Differences between billing and shipping addresses are pretty common, though extra care should be observed.

In 25 years of biz on web have only had 1 that was a fraud. Ask your payment processor for best practices and go from there.

makeonlineshop

9:43 am on Nov 15, 2018 (gmt 0)

No payment will be safe if not done on Paypal. this is a fact.
This is why I would be scare to sell very expensive items, because fraud happens.

piatkow

11:34 am on Nov 16, 2018 (gmt 0)

The trouble is that there are so many valid reasons for this. I have bought Christmas and birthday presents with delivery direct to the recipient and friends have had parcels delivered to work (at least until the mail room objected).

On this side of the Atlantic the general use of 3D Secure authentication takes away some of the risk.