Nochex Support

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How do I spot card fraud and what should I do?


Each time you receive a payment we provide you with the Card/Billing names. This allows you to cross reference delivery details with the card details used to make the purchase.

We also provide you with the IP address of where the payment originated from.

Providing you with this information enables you to help reduce the incidence of fraudulent use of cards online.

**We strongly suggest that you only ever deliver your orders to the card holder/billing address - this is supplied to you in the payment notification email you receive each time you are sent a payment**

If you ever receive a transaction that you are in any way suspicious about, i.e. you suspect the person who sent it used a stolen card, then please refund the payment immediately and then get in touch with us and we will look into the matter. Note: Do not withdraw the money to your bank account.


Fraud prevention:
See below some tips to help spot and prevent fraudulent transactions:

Possible suspicious circumstances:
Buyers making multiple payments for the same item (i.e. 5 payments of £100 being made for a £500 purchase) but showing different card billing addresses for each payment (card billing addresses are shown on our confirmation email).

As above but using different email addresses.

Buyers with a delivery address not matching the card billing address.

Buyers asking for goods delivering abroad (e.g. Eastern Europe, the Far East, African countries etc).

Buyers changing delivery address at the last minute.

Buyers requesting specific couriers to be used (such as DHL where they can change the delivery address whilst the goods are in transit).

Buyers requesting delivery to temporary addresses (e.g. Hotels, Hostels).

Buyers requesting a repeat order immediately after their first order or
multiple orders at the same time

Buyers requesting collection of goods (especially when their card billing address is not close by).

Is the buyer disinterested in the price or the delivery costs involved?

Is the buyer disinterested in the details of the goods (e.g. not bothered about the colour, spec etc)?

Does the buyer tell you they are not the cardholder but using a friends or family members card?

Is the buyer reluctant to give a landline telephone number to contact them on?

Does the buyer contact you using a different email address to the one used for the payment?

Is the order exceptionally higher than your average order value?

Does the order value seem unreasonably high?

Does the buyer return to place a subsequent order using a card with different billing details?

Preventative action to take:
Check the delivery address matches the card billing address (the card billing address is shown on our confirmation email).

Insist on a landline contact number, check the STD code matches the card billing address and ring the number to ensure it's genuine.

Send an email to the Buyer and request a reply (if it's returned undeliverable it's probably not a live email address).

If the buyer is collecting goods, ask for proof of ID (with an address) such as utility bills, driving license etc and check against card billing address (keep a note of the proof obtained e.g. driving license number etc or better still photocopy it).

Retain all correspondence (email/messenger conversations, order details, proof of delivery etc ) from the buyer for at least 6 months.

Reminder: It's worth reminding your customers that transactions will appear on their statements as "Nochex" not your company name. Your customers may not know who Nochex are, as such when they see the transaction they may try to charge it back. Reminding them that the transaction will appear as Nochex could save a lot of time and confusion.


**We strongly suggest that you only ever deliver your orders to the card holder/billing address - this is supplied to you in the payment notification email you receive each time you are sent a payment**

If you ever receive a transaction that you are in any way suspicious about, i.e. you suspect the person who sent it used a stolen card, then please refund the payment immediately and then get in touch with us and we will look into the matter. Note: Do not withdraw the money to your bank account.

Last Updated 4 years ago

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