Not treating everyone as a suspect.
THE TENSION
Controls reduce fraud and add friction.
WHAT TO AVOID
Treating every customer as a risk Verification that insults legitimate customers Controls so onerous that sales are lost
WHAT TO DO INSTEAD
Apply controls proportionate to risk.
Small routine orders need little. Large or unusual ones need more.
HOW TO VERIFY POLITELY
"I will just confirm this order by phone before dispatch, as we do for larger orders."
Framed as routine, nobody objects.
FOR PAYMENT CONFIRMATION
"I will dispatch as soon as it reflects in our account."
Not an accusation.
WHAT LEGITIMATE CUSTOMERS ACCEPT
Reasonable verification, explained.
WHAT THEY DO NOT
Being treated as dishonest.
THE HONEST BALANCE
Most customers are legitimate.
Apply controls where the risk warrants it, and keep the ordinary experience easy.
