Tweet
Okay, I wasn't sure where exactly to post this or how to title the post, but anyway...I need some thoughts about a situation I experienced yesterday.
My store has store credit cards. Yesterday I'm working and another cashier calls me. There's a lady at her cashwrap that has a piece of paper with a credit card number written on it, along with the expiration date. The customer told her that it wasn't her card--it was her grandmother's. Cashier wants to know if she should take it and I tell her "no!" Cashier recognized the number as being one of our store Mastercards. Okay. So, I tell the cashier to ask the customer if she's an authorized user on the account and the customer is not. I go down to the cashwrap and I tell the customer that, you know, if the card holder isn't here, we shouldn't take the card.
Customer gets snotty with me and tells me that "we've done it before, many times." She said she can call her grandmother and verify it. But I'm uncomfortable doing this, since it's just as easy to get someone to pretend to be "grandmother." I don't know; maybe I overreacted. But I told her that I wouldn't accept the credit card without the card holder present. Seems logical to me. So I ask if she'd like to speak with a manager to see what they say and she declines. The entire time, the customer was very rude with us even though we were trying to help her out.
Anyway, after customer leaves in a huff, I talked to LP about it and explained what happened and he said that was right to decline the transaction. I call the other cashwrap to tell them to not take the written account number, but it's too late and apparently they had a manager approve it.
This bothers me very much as I would be upset if someone had my store credit card number and expiration date and was able to use it. Even if they called and had it "verified." Because if they managed to steal my credit card information, what's to stop them from picking up my driver's license number or social security number? (Those two things were used to verify the card over the phone. Manager called grandmother, etc.)
The manager that approved it later told me that as long as we can "verify" it, we can accept the store credit card. But like I said in the previous paragraph, how can you really verify the card of someone not physically there?
But now that I think about it, this sort of thing happens whenever we take phone orders (meaning, we just look up the store credit card with a SS number and verify it with a driver's license), so I'm not sure what to think or whose advice to go on...security or the manager's?
So, what do you guys think? Was it okay to accept the written account number and expiration date? Mind you, if it had been a third party credit card, we wouldn't accept it at all, but since it's a store Mastercard, there apparently is some lee way. Whatever. Thanks.
(I keep having a thought though--if she has used her grandma's card so much, then why doesn't she just have grannie add her as an authorized user and she can get a card it her name? Customers are weird.
)
My store has store credit cards. Yesterday I'm working and another cashier calls me. There's a lady at her cashwrap that has a piece of paper with a credit card number written on it, along with the expiration date. The customer told her that it wasn't her card--it was her grandmother's. Cashier wants to know if she should take it and I tell her "no!" Cashier recognized the number as being one of our store Mastercards. Okay. So, I tell the cashier to ask the customer if she's an authorized user on the account and the customer is not. I go down to the cashwrap and I tell the customer that, you know, if the card holder isn't here, we shouldn't take the card.
Customer gets snotty with me and tells me that "we've done it before, many times." She said she can call her grandmother and verify it. But I'm uncomfortable doing this, since it's just as easy to get someone to pretend to be "grandmother." I don't know; maybe I overreacted. But I told her that I wouldn't accept the credit card without the card holder present. Seems logical to me. So I ask if she'd like to speak with a manager to see what they say and she declines. The entire time, the customer was very rude with us even though we were trying to help her out.
Anyway, after customer leaves in a huff, I talked to LP about it and explained what happened and he said that was right to decline the transaction. I call the other cashwrap to tell them to not take the written account number, but it's too late and apparently they had a manager approve it.
This bothers me very much as I would be upset if someone had my store credit card number and expiration date and was able to use it. Even if they called and had it "verified." Because if they managed to steal my credit card information, what's to stop them from picking up my driver's license number or social security number? (Those two things were used to verify the card over the phone. Manager called grandmother, etc.)
The manager that approved it later told me that as long as we can "verify" it, we can accept the store credit card. But like I said in the previous paragraph, how can you really verify the card of someone not physically there?
But now that I think about it, this sort of thing happens whenever we take phone orders (meaning, we just look up the store credit card with a SS number and verify it with a driver's license), so I'm not sure what to think or whose advice to go on...security or the manager's?
So, what do you guys think? Was it okay to accept the written account number and expiration date? Mind you, if it had been a third party credit card, we wouldn't accept it at all, but since it's a store Mastercard, there apparently is some lee way. Whatever. Thanks.
(I keep having a thought though--if she has used her grandma's card so much, then why doesn't she just have grannie add her as an authorized user and she can get a card it her name? Customers are weird.
)
Comment