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Chapter 14. Payment Acceptance and Processing > Processing a Phone or Fax Order

Processing a Phone or Fax Order

If a customer calls to place an order, the first thing you'll do is collect credit card information—card type, card number, customer name as it appears on the card, expiration date, and issuing institution (Citibank, MBNA America, etc.). You should also ask whether the person you are talking to is the cardholder. Only the cardholder is authorized to use the card. If you suspect someone isn't the cardholder (or he's honest enough to admit he's not), you should deny the order and report the card information to the credit card company.

If the customer can't provide an issuing institution, deny the order and contact the card company. That information appears on the card, so if someone can't provide that information, it means the card is not in his possession. That could mean a thief got the card number, name, and expiration date but failed to get the name of the bank. You can also ask for the bank phone number to further verify the card.


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