Phone Script: Avoid Credit Card Fraud

Before making the call, research details about your customer to get a feel for his or her circumstances and to create appropriate security questions (see below).

SELECT A TELEPHONE NUMBER TO CALL

• If you have one on file in an updated customer account, use the telephone number, especially if that number on file differs from the one used to place the order.
• If you get a response, proceed to 'Intro & reason for the call' section below
• If you do not get a response, use the telephone number provided in the order. If you have an email address on file, send an email explaining that you were unable to contact the person by phone. Request that the customer contacts you urgently or recommends a convenient time when you can call back.

• If you do not have a telephone number in an updated customer account, use the telephone number provided in the order
• If you get a response, proceed to the 'Intro & reason for the call' section below
• If you do not get a response, put the order on hold immediately

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INTRO & REASON FOR CALL

• Hello [customer's name],
• I am [agent's name and short, digestible title description like 'John, from sales team'] at [your company name]. According to our records, you 
• [state association by activity like 'recently placed an order on our website'] [state URL like 'shoestore.com']
• Your credit card has been flagged for unusual activity. So, as a fraud prevention security measure, 
• I am calling to verify whether you did in fact 
• [state activity like 'make an order of ______ '] from [place triggering the flag like 'Timbuktu']  on [date] - or - 
• [state activity like 'make an order'] from [place triggering the flag like 'Timbuktu']  on [date]

SECURITY QUESTIONS

Customer says 'yes'

• Thank you
• I will also need to ask a few. quick security questions.
• [ask for details that are unlikely to interest fraudsters like the following].
• Please name an item from any of your last purchase [Do NOT ask about the current purchase since fraudsters will invariably know its details]
• Please name our website's community member with whom you interact the most / interacted yesterday about ___
• You recently submitted a product review. Which product was it please?
• Please provide the name of any counties that border the county of your current billing address

Customer says 'no' 

• Thank you.
• Based on the information you have just given me, we will cancel this order immediately. We also recommend that you report your credit card missing as soon as possible. 

END

• Thank you again for helping us to resolve this matter. We at [your company name] do take the security of our customers very seriously.
• Good bye

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CONTENT RELATED TO CALLING SCRIPTS FOR CREDIT CARD FRAUD CHECKS

• Merchant's guide to preventing credit card fraud and chargebacks
• Remember that, although fraud prevention calls to customers may seem annoying to them, try to flip that possibility into a positive impression regarding how secure they should feel with your company. It's all part of enhanging customer experience. Now you know this, start learning the basics for mastering customer experience. Customer experience considerably more leverage than customer service.