this is a project i'm working on in my call center, with my manager and center director's approval. we're working on making this center-wide, and then country-wide after that.
customer service is "the front line" and we try to reduce the number of useless cases going to fraud or chargeback.
as for there being a rule... the credit card information belongs to us, not to the cardholder. we're not breaking any privacy laws, as the ccBill or whoever already has all this guy's info on file, and we're just double-checking it with them.
it's basically the reverse of a merchant calling us to verify the name and address of a cardholder.
if i put the guy's email address in and nothing comes up, or if it's not under his name, then i have to allow him to chargeback.
Quote:
Originally posted by PA_Patrick
I think that you did a great job in catching this guy but be careful not to risk your job in catching them. I am sure that there is some sort of rule against taking someone's info and going to another site and using them to get information on the person actions.
A crook is a crook and it's a good thing you caught him but be careful with how you present your findings to the Fraud Department of your company. I wouldn't tell them the part about taking the info and logging in IBill and CCBill. Just teach the Fraud Department of the way to check on these things (unless ofcourse you work for the fraud department and didn't mention it on this thread).
All in all a good job, I wish all credit card companies had employees that know about the adult internet business so they can stop all these crooks from charging back their own charges.
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