11-07-2007, 05:42 PM
Hey gang,
To put it as simply as I can - Customer tries to buy with Visa, address doesn't pass AVS, order declined. They email us and ask why it was declined. They then try to use and AMEX, different billing address, same shipping address. AVS failed. Now AMEX has opened a case, and I'm doing that 3-day wait thing while they try and contact the card holder. (I haven't declined this order yet.)
It's been one day since I opened the case, and they'll try for three days, then it's up to me to ship.
Here's the question: Should I email the customer and let them know that AMEX is trying to contact them to verify shipping address?
I wouldn't normally ask this, but the cardholder is a celebrity who travels extensively, hence it may be possible for them to miss AMEX's attempts at contacting them. My thinking is, if the "customer" is a scammer, what harm would it do to let it on that AMEX is trying to contact "them"?
Ideas?
TANX!