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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!
You could contact them since they contacted you--most scammers don't contact the merchant after a decline.  The 2 different billing addresses would make me think twice about shipping it though.


EDIT: someone has a stack of stolen credit cards.  I just had a buyer try 6 different cards--all declined. (Colombia IP, Miami shipping address, $390 order) :Smile
I wouldn't contact them.


Thanks for the input.

On a bit closer examination of the two orders, I've decided not to bother contacting this person.  Unless someone can enlighten me as to why each order would come from two different IP's - one in Amsterdam and the other out of Virginia.  I can't think of anything that would explain that as an innocent anomaly.

Quote:can enlighten me as to why each order would come from two different IP's - one in Amsterdam and the other out of Virginia.

anonymous proxy #1 was busy so they switched to proxy #2.  Was the Amsterdam IP hosted by LeaseWeb?

Here is the first order:


OrgName:    RIPE Network Coordination Centre
OrgID:      RIPE
Address:    P.O. Box 10096
City:      Amsterdam
StateProv: 
PostalCode: 1001EB
Country:    NL

ReferralServer: whois://whois.ripe.net:43

NetRange:  217.0.0.0 - 217.255.255.255
CIDR:      217.0.0.0/8
NetName:    217-RIPE
NetHandle:  NET-217-0-0-0-1
Parent:   
NetType:    Allocated to RIPE NCC
NameServer: NS-PRI.RIPE.NET
NameServer: NS3.NIC.FR
NameServer: SUNIC.SUNET.SE
NameServer: NS-EXT.ISC.ORG
NameServer: SEC1.APNIC.NET
NameServer: SEC3.APNIC.NET
NameServer: TINNIE.ARIN.NET
Comment:    These addresses have been further assigned to users in
Comment:    the RIPE NCC region. Contact information can be found in
Comment:    the RIPE database at http://www.ripe.net/whois
RegDate:    2000-06-05
Updated:    2005-07-27

--------------------------------------------

Here's the second:

OrgName:    Road Runner HoldCo LLC
OrgID:      RCWE
Address:    13241 Woodland Park Road
City:      Herndon
StateProv:  VA
PostalCode: 20171
Country:    US

ReferralServer: rwhois://ipmt.rr.com:4321

NetRange:  64.183.0.0 - 64.183.127.255
CIDR:      64.183.0.0/17
NetName:    RCACI
NetHandle:  NET-64-183-0-0-1
Parent:    NET-64-0-0-0-0
NetType:    Direct Allocation
NameServer: NS1.BIZ.RR.COM
NameServer: NS2.BIZ.RR.COM
NameServer: DNS4.RR.COM
Comment:   
RegDate:    2006-08-10
Updated:    2007-07-18

OrgAbuseHandle: ABUSE10-ARIN
OrgAbuseName:  Abuse
OrgAbusePhone:  +1-703-345-3416
OrgAbuseEmail:  abuse@rr.com

OrgTechHandle: IPTEC-ARIN
OrgTechName:  IP Tech
OrgTechPhone:  +1-703-345-3416
OrgTechEmail:  abuse@rr.com


Quote:NetRange:  217.0.0.0 - 217.255.255.255
CIDR:      217.0.0.0/8

That IP range is showing as Germany.  The IPs are assigned to Deutsche Telekom.

Quote:IP address:                    217.0.0.0/8
Reverse DNS:                    [No reverse DNS entry per dns01.btx.dtag.de.]
Reverse DNS authenticity:      [Unknown]
ASN:                            3320
ASN Name:                      DTAG (Deutsche Telekom AG)
IP range connectivity:          1
Registrar (per ASN):            RIPE
Country (per IP registrar):    DE [Germany]
Country Currency:              EUR [euros]
Country IP Range:              217.0.0.0 to 217.7.255.255
Country fraud profile:          Normal
City (per outside source):      Berlin, Berlin
Country (per outside source):  DE [Germany]

Quote:% This is the RIPE Whois query server #3.
% Information related to '217.0.0.0 - 217.5.127.255'

inetnum:      217.0.0.0 - 217.5.127.255
netname:      DTAG-DIAL13
descr:        Deutsche Telekom AG
country:      DE
admin-c:      DTIP
tech-c:      DTST
status:      ASSIGNED PA
remarks:      ******************************************************************
remarks:      * Abuse Contact: http://www.t-com.de/ip-abuse in case of Spam,  *
remarks:      * Hack Attacks, Illegal Activity, Violation, Scans, Probes, etc. *
remarks:      ******************************************************************
mnt-by:      DTAG-NIC
changed:      ripe.dtip @telekom.de 20000804
changed:      ripe.dtip @telekom.de 20030211
changed:      ripe.dtip @telekom.de 20040709
source:      RIPE