Feature Request: High Risk Purchases

[ShaunaD]

Hi,

I would like to see a feature, where an online purchase has been triggered, we should be able to see it on the front end of the POS. Or customers have to verify via their e-mail and/or phone # they have entered with their order.

Currently, an e-mail would be sent to me when a high-risk purchase is placed, and I would have to check and see which location is purchased from, and then if I'm not there, I would call the store, to make sure that they are verifying customers' information before we prepare their order.

I could set the e-mail to our in-store iPad, however, I don't always have the right staff to be mindful of those e-mails, and it's hard to catch those e-mails during busy times.

I would like to see a feature where an icon would show on the receipt or in POS where it would indicate that this order is a high-risk order. Or the customer has to confirm the order via their e-mail/phone #, and then the order appears in our POS system so this proves that they are the cardholder.

We have been losing so many disputes on our online orders because the bank has mostly been in favor of the customers and we would lose the sale. If any feature can prevent us from losing our battle with the bank that would be wonderful.

Thank you for your time.

Shauna

[PartyManiaMD]

Hi Shauna,

I'm sorry to hear you're dealing with so many disputes for online orders. I highly recommend checking your security settings https://squareup.com/us/en/payments/risk-manager and reading more about the 3d Secure features https://squareup.com/help/us/en/article/7623-risk-manager-3d-secure-3ds 

At the end of the day IMO it's better to just deny a risky transaction rather than accept it and hope it isn't a dispute waiting to happen. 

Note that a disgruntled customer can still dispute the transaction but this does help prevent against fraudulent cards.

Alternatively I recommend if it's over a certain threshhold ID'ing before releasing pick up orders. IE if your average ticket is $150 and someone orders $1,500 worth of stuff I check their ID or even take a picture of it (with their permission of course).

In today's crazy world it's also a good idea to have high definition cameras with a backup system since storage is cheap. 

[ShaunaD]

Yes, I am aware of the security settings and have applied them. But we have so many regulars that use their company credit card to purchase, and on the POS it does not indicate which order is high risk. And that's the feature I am requesting so that from the front end we know which one to look out for. I hope Square can do something to help us determine which order is a high-risk purchase from the POS Front end. 

Shauna

[JJ_]

Thank you for taking the time to share your interest in this feature @ShaunaD I recommend you submit a Feature Request here. This will help our product team get visibility and track other Sellers with similar interest in your request. 

Important: When submitting a request, make sure to include the desired feature, and provide the details of how this feature will help your business succeed (how would you use it and what you expect from it).