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IPG Guide

BEST PRACTICE GUIDE FOR INTERNET MERCHANTS
Following elements promote ease of use for online shoppers & lead to customer satisfaction. This further facilitates in reducing cardholder disputes & potential chargeback issues.

Basic Merchant Web Site Fundamentals
	Complete description of goods & services.
	Customer service telephone number & e-mail address
	Return, refund, and cancellation policy clearly mentioned on website.
	Delivery policy also should be mentioned in the site.
	Any restrictions on delivery must be clearly stated on the web site.
	Any Export restrictions (if known)
	All Policies must be clearly posted in manner to imply that client accept all conditions before buying any products & services

Merchants can fix their own policies for delivery of goods, refund policies like geographic or other restrictions on where or under what circumstances they provide delivery.

Precautionary steps for Internet Merchants
	Merchants should frame policies & procedures for handling irregular/suspicious transactions.
	Provide appropriate training for their sales staff to deal with these requests
	Sales personnel should be clearly instructed for steps on verifying these transactions

Sales personnel should lookout for following signs of suspicious customer behavior:

Hesitation:Customers hesitating in giving personal information such as pin code or spelling street or family name is often a sign that person is using false identity

Rush orders: Urgent requests for quick or overnight delivery can be a possible fraud. Rush orders are used by “hit and run” fraud schemes aimed at obtaining merchandise for quick resale.

Random orders: Customers who compromise for color, items out of stock or those who order haphazardly ask one pc. each! Such orders may be intended for resale rather than personal use.

Suspicious shipping address: Scrutinize any order with shipping address different from billing address. Requests to ship merchandise to P.O. boxes/office address are often found to be fraud

First-time shopper: Criminals are always looking for new victims. They usually hit a merchant once and don’t go back a second or third time.

Larger-than-normal orders: As stolen cards or account numbers have limited life span, crooks maximize size of their purchases. Size of “normal” orders may vary with each merchant.

Multiple orders: Orders having multiples of same item increases criminals’ profits.

High Value items: Items having maximum resale value maximize their profit potential.

Urgent shipping: Crooks will not be concerned about extra delivery charges. They want their fraudulently obtained items as soon as possible for the quickest possible resale

Orders from free e-mail services: No billing relationships with their user often have no audit trail or verification that a legitimate cardholder has opened the account

Above compiled data must be used only as guide to deter fraudulent transactions

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