I have just had a really good customer experience with Sage Pay and I thought that this was perfect for a Friday afternoon blog. I had a call from a customer with an e-commerce website in Stafford. They were having issues with chargebacks and they wanted me to investigate what could be done to reduce them. This is a bit outside the usual areas a support contract would cover but being a flexible type of company, I thought I would do what I could.
Note: For anyone who is unfamiliar with this e-commerce issue, a chargeback is where you take a card payment over the internet and send out the goods only to find a month or more later that the cardholder claims they didn’t make the purchase. You get the money taken from your account without much further a do.
Sage Pay Support Call
The call was answered quickly and professionally. We initially discussed the transaction with the chargeback and why the chargeback had occurred. In this case it was a pretty clear case of fraudulent card use and the customer had simply missed it. If they had gone into their My Sage Pay customer area and checked the fraud score they would have seen the high 3rd Man fraud score and they could have held the order and contacted the customer. Doing this two or three times a day is going to be a pain and easily forgotten, but an email to let them know there was a high score would help. Unfortunately this functionality isn’t available.
There were other security measures, but these could throw a false positive, where a genuine transaction could be rejected incorrectly. It really is a juggling act that does rely on the customer going into their My Sage Pay area a couple of times a day, and there is no way round this
Installed Security Measures
CV2 Check – The CV2 number is the number on the back of the card. If you can’t put this in or you get it wrong for any reason then you can safely reject the payment
Postcode and Address Checks – If you reject against these then you can often loose genuine sales. We decided it would be better to allow them to go to 3rd Man Fraud checking. So the check is requested but the payment is not rejected if this check fails
3D Secure – This security measure takes the website customer to a new area to enter a password that they have set. It is a bit like asking the customer to enter their pin into a chip and pin reader. As the website owner you can allow this step to be skipped but I we decided to ask for at the very least
The support we received from Sage Pay was first class. It is the first time we have had an e-commerce website customer on Sage Pay, but they will be the only company we’ll recommend in the future. We have mostly used World Pay in the past, but I’m moving to Sage Pay for our own e-commerce websites and for any customers who want to move across.