A sting operation involving Digitalmall.com`s Virtual Call Centre, Nedcor`s fraud unit and the fraud and risk division within software and hardware retailer Incredible Connection has resulted in the arrest of an attempted Internet fraudster. The accused was charged with attempted theft and fraud, and is currently out on bail awaiting prosecution.
The arrest culminated a series of investigations that began less than a month ago, prompted by suspicious dealings and unusual customer behaviour, picked up by the Virtual Call Centre`s customer relationship manager in charge of Incredible Connection`s Internet transactions.
Digitalmall.com runs extensive fraud protection services on behalf of its online merchants. "By working closely with Nedcor`s fraud department, a multi-level process has been running for some nine months now within our customer contact company," says Garin Toren, Digitalmall.com marketing director.
"All transactions through Digitalmall.com that are above a chosen floor limit have to go through a clearing and verification process to determine card authenticity, credit approval and whether the card is local or international. This particular purchase amounted to R12 000. All international cards are routed through an additional series of checks. Each of our retailers has this additional manual fraud protection process to supplement the electronic approval process."
Toren says standard checks confirmed the credit card in question was not a local one. Feedback from Nedcor`s Merchant Services Department indicated that it was an international card issued by The Bank of Texas, and did not belong to the person attempting to use it, despite his reiteration in a purchase confirmation call that the card was a Nedbank credit card.
"The 'accused` consumer had in the mean time telephonically contacted Incredible Connection online through The Virtual Call Centre, explaining that he would prefer to collect the merchandise from the Incredible Connection store in Woodmead that same day. Usually the product is delivered to the consumer, and this was also flagged as an abnormality in our process flow," Toren adds. "Why would you buy online and pick up the item from a store?"
All conversations between The Virtual Call Centre Company and the accused were digitally recorded and transcribed. A subpoena has been submitted to Vodacom, requesting that it provide data of the calls logged by the consumer in question to further cement the prosecution.
"We will not tolerate fraud and as a provider of e-commerce service our track record is impeccable. This we believe is starting to give consumers the assurance that buying goods on the Web is safe," Toren concludes.
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