Flipdish inbuilt fraud detection systems
One pattern of fraud we see is the use of foreign cards. If a user has a UK phone number and uses a non-UK card in the UK this is a very strong indicator of fraud. Our fraud system automatically requests 3D Secure/Verified by Visa authentication for users who add a card from a country that doesn’t match their phone number. That is, if we have a visitor from France in the UK who is using their French phone/mobile number then their French card will work fine. But if a French card is attempted to be used by a UK customer, extra verification is requested.
If we see stronger indications of potential fraud, then the user will be blocked from making card payments. When we block a user for suspected fraud, they see a message saying that we cannot accept card orders and to pay with cash instead. So they are still free to place an order, they just have to pay using cash.
There will inevitably be false positives here and we have the ability to white-list customers and allow them to place orders using foreign cards on a case by case basis. If you have a trusted customer who is trying to use a foreign card, please email email@example.com and we’ll whitelist them.
We of course don’t want to block legitimate customers but it’s better to have a handful of legitimate customers pay using cash over receiving a ton of chargebacks down the road.
We have additional fraud detection systems that mark orders as suspicious but allow them to be placed. We notify the store on your Flipdish printout that the order is suspicious and you can decide whether to accept or reject the order.
This fraud check is based on where the order is being delivered to. If the delivery location is within 20 meters of a place where you've experienced fraud in the past, we mark the order as suspicious and suggest that cardholder verification should be requested.
If this happens, a message like shown below will be printed on the receipt.
Unusually large orders
The latest feature on the portal is flagging ‘Unusually large orders’ placed online. This is designed to help your staff be cautious of large orders placed online using cards.
Orders that are placed by new customers and are unusually large are flagged as recommending cardholder verification on your Flipdish printout.
We recommend you request cardholder verification in these instances. If you're unsure whether or not to accept the unusually large order, we would recommend you reject it and ask the customer to pay with cash instead.
To keep fraud low it's important for your staff to know that they can refuse suspicious orders. In these cases your staff can:
Outright refuse the order
Refund the online payment and require the customer to pay using chip and pin or cash
Request that the customer show them the card used to pay online
Require a photograph of the customer before handing over the order
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