Identity Verification

Identity theft and fraud are a big deal – everyone knows it. And most companies are super aware, and are even offering identity services as well. Five years ago, it was enough to know who a customer was online. Today, though, visit any industry trade show and the halls are packed with identity verification products. It seems every company wants to get in on the action.

Why now? The public has become very aware of security incidents that have compromised their data and that of others, and it’s making them ask the tough questions: What does identity mean to them? Who are they, who has their documents and data and how are those things being stored and secured?

The industry has responded by spawning countless solutions, and there is eventually going to have to be regulation covering all these different products. Moreover, there must be some sort of gold standard for identity truth and how to confirm it.

Jumio vice president of products Philipp Pointner is among those experts.

Can I See Some ID?

Perhaps counterintuitively, the key to the future may lie in the past, Pointner said. Customers are comfortable being asked to present their government-issued IDs in brick-and-mortar settings. Why not have them do the same with online businesses?

Jumio, the software company that Pointner is president of, can recognize various types of ID from 250 different countries, Pointner explained, including multiple generations of IDs from all 50 U.S. states. The company knows exactly what these government-issued identity documents should look like, from security characteristics to items encoded in the document to how the photo should be held in place (to prevent fake IDs being used).

Where Device Verification Falls Short

Device fingerprinting determines whether the device making a transaction is the same one that the user was on when he created the account, but it cannot account for a device that has been stolen or for fraudsters who are able to make remote web traffic appear to come from a local point of origin.

Similarly, location services can be used to show whether a purchase is being made from within a reasonable radius of the customer’s usual activity, but it runs into the same roadblock if fraudsters are spoofing IP addresses.

Biometrics have made huge leaps forward in recent years, Pointner noted, and they can confirm that a certain human characteristic — such as a fingerprint, eye print, voice print or other identifiers — is present, thus verifying that the same person is conducting the activity.

However, he argues that biometrics fall short at the point of origin: Who is enrolling the fingerprint? Is this person who he or she is claiming to be? Whether it’s the same fingerprint this time and next time becomes irrelevant if the person who enrolled it in the first place is a fraudster. In that case, Pointner said, a real-world identity check does offer some advantage because a merchant or bank teller can hold up a photo ID next to a customer’s face and compare the two.

“The photo is what ties it to the real-world person,” Pointner said. “Jumio does the same thing online, making it a ‘person-present’ transaction.”

From Plastic to Digital Identity

The big question is whether customers would willingly use a method like this, especially since security researchers have cast doubt on the integrity of Apple’s new Face ID authentication method by fooling it with masks. Pointner still thinks the answer is yes — if not today, then tomorrow.

People have grown used to recording videos of themselves, he said, especially younger generations that are taking a hundred selfies a day. Why not leverage what they’re already doing on Snapchat, Instagram, Facebook and elsewhere to keep their data safer?

Pointner believes physical ID cards will one day give way to digital IDs. Many governments are already experimenting with this approach, he explained, and others are using distributed ledger and blockchain technology to create identity systems, an application that makes sense if innovators can make it work.

As digital natives grow up, it seems likely these methods will also make a lot of sense to them — certainly more sense than the paper, plastic and static identifiers that their parents once used.

But, don’t trash that nice leather wallet just yet.

“Digital identities are definitely going to come,” Pointner said, “but the plastic will stay in our wallets for a while longer.”

Convenience Fees Prohibitted

A common sight in many small businesses, gas stations and convenience marts is a surcharge to use your credit card for purchases. As a business owner, this might sound nice. Passing on the fee that you pay to run their credit card to the customer who wants the convenience of paying with it only makes sense, right? Let’s set aside for just a moment the fact that just accepting plastic increases your business sales significantly, and pretend that your company isn’t actually benefitting from accepting credit cards. Did you know that charging a fee (flat rate or %) to run a customer’s card is prohibited in 10 states (including Florida!!)?

The exact laws can be seen here but the basics for any sunshine state business owner is that you cannot charge a fee for accepting credit cards if you accept them as a form of payment! Doing so will actually result in a second degree misdemeanor!!

There are some work arounds to this, like offering a discount for customers paying in cash or only accepting credit cards over the phone (since the fee is only prohibited in face-to-face transactions) but the best way to avoid penalties is not to charge a fee at all.

Accepting credit cards may be something that we pay a small fee for, but let’s look at the facts. Businesses who accept credit cards see an immediate boost in their sales and income as customers are more likely to purchase and are more likely to spend more money. In fact, the number of people using cash daily is in rapid decline as less than 50% of people carry cash at all, and 76% of those who do carry cash ever have more than $50 cash on them at any given time.

The Change in Chargebacks

The biggest buzzword in business and credit processing for years has been Chargebacks. The Nilson Report estimates chargebacks costing merchants $31 billion by the year 2020. This is huge for big business and crippling for small merchants. Corporate monsters have cushion in their profit to absorb the impact of fraud, but for a small business a few chargebacks can mean the no more ballet lessons or family vacations.

Visa is attempting to simplify dispute resolution by identifying chargebacks quicker and streamlining the process. Under terms of the Visa Claims Resolution (VCR) rule change, which will take effect in April 2018, there’s a boost to automated processes, with Visa using data in real time through its already extant Visa Resolve Online (VROL) to determine liability through automated checks.

As a merchant, though, a few challenges could emerge. There are dozens of chargeback codes right now that are about to be eliminated – forcing something as simple as a customer not recognizing the merchant’s code to be coded as fraud. The part of the process that is going to change (which could potentially impact merchants most urgently) is the specificity or reasons for the disputes.

One is “do not recognize” (known as a Code 75) – a chargeback code that is being removed, at least in its present incarnation, as a reason for dispute rather than a claim of outright fraud. Fergerson said that the unintended consequence of that move is that consumers who truly don’t recognize a charge will have no choice but to mark the nature of their dispute as fraud. Thus, the standard 22-character descriptor, where there is simply not enough information to jog the customer’s memory of a legitimate purchase, may lead to knotty problems for merchants down the road. Some issuers may choose to keep the “do not recognize” choice live, but will do their own forensics on transactions behind the scenes.

Of course, there are positives in store, said Fergerson. Cardholders will get their disputes answered more quickly, merchants will get data faster and the process will be significantly streamlined. For merchants, the re-presentment process is streamlined too, but in a different way: Now, they will get only one shot to offer up the data that proves a transaction was legitimate. As all claims will be handled through Visa’s new process, merchants have 30 days to respond to a Visa chargeback, compared to the previous 45-day timeframe.

Under the revamped rules, disputes will pass through automated workflow, which checks whether the dispute is centered on 3D-secure authorized transactions, whether the holder disputed the purchase after the allotted timeframe or if a refund has already taken place. Liability is automatically assigned to the merchant, which leaves some firms in a tough spot when, for example, someone’s kid is charging items on their parents’ Amazon account, unbeknownst to them.

Visa’s process seeks to eliminate invalid chargebacks right off the bat – for example, by denying chargeback requests from customers that are past the stated time limits. With fewer disputes in the pipeline (and those that are in the pipeline vetted as legitimate disputes), efficiency should improve. This is good for merchants as consumers have less time to forget what they purchased. When it is a more recent transaction, consumers are more likely to remember what happened and less likely to dispute.

In the case of disputes that do go forward, data is of the essence. To that end, several innovations are being worked on with issuers to implement, including one that allows issuers to look up descriptors and get a copy of the transaction receipt so they can explain to the cardholder what they purchased. Fergerson said the focus is to craft solutions that give issuers and cardholders the information they need so they can better sort out what’s on their statements – and dispute only the charges that truly aren’t theirs.

Looking ahead to this time next year, Fergerson predicted that there will be some early adopters in 2018 who will start to show the full consumer receipt in online statements or on mobile applications, which will drive change. If people can identify what they actually purchased, this will help to identify what they bought and what they didn’t.

American Express Eliminates Signature Requirement

American Express announced that it was dropping signature requirements for American Express-accepting merchants worldwide starting in April 2018.

The move, American Express says, will provide a simplified checkout experience for merchants and card holders everywhere.

“The payments landscape has evolved to the point where we can now eliminate this pain point for our merchants,” said Jaromir Divilek, Executive Vice President, Global Network Business, American Express. “Our fraud capabilities have advanced so that signatures are no longer necessary to fight fraud. In addition, the majority of American Express transactions today already do not require a signature at the point of sale as a result of previous policy changes we made to help our merchants.”

This move away from signature requirement is in conjunction with other card networks who are making similar announcements. Last week, ETA member Discover Global Network also announced it was dropping signature requirements for merchants in the U.S., Canada, Mexico and the Caribbean. In October, Mastercard announced that the signature requirement was going away starting April 2018 for merchants in Canada and the U.S. American Express is the first card network to eliminate the requirement globally, the firm said in its release.

 

Can’t find a Job and There’s No One To Hire

It seems that everyone faces workforce challenges. It was one of the top answers in a recent survey of rural challenges, and is mentioned often as a rural economic development challenge. You’re not the only one caught between businesses who can’t fill the jobs they have open and young people who say there are no jobs here.

I want to look at three time frames: short term, long term, and the future.

Short Term 

Short term, you have to deal with the people you already have. You start by building better connections between the people you have and the jobs available. Sure, there are already some connections between the employers and the educational system, but there’s a problem: things change.

Think about this for a second: how much have the jobs and types of jobs available changed over just the past five years? A lot? If that’s true, then it seems likely that you need to spend some time updating the old connections, making sure teachers, students, organizations, schools, career techs/vo-techs, community colleges, 4 year colleges, big universities based in other towns that cover your area, and every other educational institution actually knows what jobs are here and how students can connect to them.

Then it’s time to turn that around. How much do the businesses know about what has changed in all the schools in even the past 5 years? Do the businesses know about other businesses in town that might be a good source of trained workers? Are there connections or collaborations that can help address each others’ needs?

Another part of short-term work is to reach out to diverse groups in your community. Who is slipping through the cracks of your current system? People already in your community are a ready resource, compared to people who would have to be convinced to make a move.

To get inspired and take action on the short-term work, watch this extremely informative TEDx talk: Small town big change: Mayor Dale Williams at TEDxAuckland. He took on the “no jobs!” “no workers!” conundrum, and won.

Long Term

Long term, the answer is to make your town a better place to live. If you want people to move to town to take jobs, you have to make it a town people want to move to. The good news is you have potential partners for this effort all over town: artists, real estate professionals, economic development people, tourism groups, churches, and a lot more. Figure out how to start bringing these people together and building connections!

For practical steps toward attracting new people, check out my piece on If it’s a nice place to visit, it’s a nice place to live.

I’m sure you noticed the Idea Friendly platform under this: Gather your Crowd, Build Connections, Take Small Steps.

The Future

And that leads us to the future. What will the jobs/workforce question look like 30 years from now? I think jobs will be far less relevant. We’ll have a lot more people who create their own business or work on their own terms. Automation will take over a lot of what economic developers used to call “good jobs.” Creative expression, craft skills, and personal contact will be far more important. Work may be short term, changeable, and tied to projects rather than lifetime careers.

Tips to Grow your Business

Halfway through the year is a good time to evaluate where we are. What is working? What is not working? Are you growing? Are you profiting?

For many of us, a mid year review is a wake up call and we can see plainly the areas that we need the most help. Here are 5 great tips from Forbes.com that can help you grow now.

1. Spend Three Hours A Day Calling Potential Buyers. 

In my experience, 80% of businesses suffer from the owner not spending enough time connecting with people who can make the purchasing decision. If your business isn’t growing then get on the phone or  your email and reach out to potential clients. It’s not fancy, and for many it’s scary, but generally it will get the cash registers ringing faster than any other method. The personal touch of you, the business owner, remembering that they were interested in your product is crucial!

2. Do Low Cost Google Adwords Experiments.

One of the best aspects of Google’s Adwords program is that it’s so cheap to try it out. You don’t need thousands of dollars, you can run a decent test with just a few hundred dollars, or even just $10 or $20. That means there’s no excuse for not at least giving it a go. It’s easy to find some good instructional videos about Adwords online – watch a couple of them and give it a go. There is even an easy to use app that you can download on your smartphone.

3. Work Only On New Business Until 11 A.M.

The trouble with most businesses is that they have become havens for paperwork, meetings and bureaucracy. Too often entrepreneurs get caught up in all this non sales related activity then suddenly realize the day has ended and the company once again has not increased it’s revenue. Does that sound familiar? And I bet there is still a stack of paperwork on your desk for tomorrow.  One of the best ways to get away from that is to have a rule that you and the key leaders in your company spend their mornings until 11am on income increasing activities. Unless you do this important stuff first each day  you will usually find it doesn’t get done at all. Marketing, growing, and selling so many times gets put off in favor of running payroll or dealing with the bank. Market first, and then deal with your paperwork.

4. Introduce The Closed Door Policy.

Managers everywhere are always talking that they have an open door policy – staff can come by and visit them anytime. Forget it. being that available will fragment your thinking and fill the day up with the non vital. Close your door and get to work in silence for at least three 90 minute blocks of time. Yes, it’s hard to discipline yourself to do this, but the future growth of your enterprise depends on it.

Teach your staff to respect certain times of the day that you cannot be available. You can call it whatever you want – just make sure it happens, consistently, at the same time every day.

5. Constantly See Yourself As A Top Level Entrepreneur.

You will only be as successful as you allow. Nobody can consistently perform at a higher level than they deep down believe they should be at.

So be careful what you think about yourself. As high performance expert Brendon Burchard puts it, “Don’t let your small business make you small minded”. Work on your self image, treat yourself as a top level business person and then behave in accordance with that vision. In the end, business success is a mental game – you need to take the time to work on your positive mindset daily.

Give these tips the 30-day test. Live them for the next month and see how quickly they can improve your business.

 

One tip that the original Forbes article left out is making sure to delegate tasks to responsible people. For many, having an on-call merchant processor like Central Payment of Panama City alleviates much of the time they may spend on the phone with tech support. If your payment processor isn’t available to you like that, maybe its time to make a switch. Call today. 850-596-5184

Turn Cart Abandonment into Cash

If you shop online, you have probably done this: You go to a site, pick out a product, add it to your cart and then change your mind, forget, or generally move on without actually making the purchase. In fact, an estimated 65 percent of items added to consumers’ carts are never bought.

Although you cannot absolutely eliminate this from happening, there are steps you can take to limit shopping cart abandonment. One of the most vital things you can do is to make checkout easy. In a world of microwaves and instant everything, its important that a purchase is just as simple. Amazon Prime, for instance, has a click to purchase option on their app and I can spend money and have a product on its way to me faster than I can check my banking balance (which I also have an easy to use app for). The reason for this is no mystery – the easier it is to buy, the less time I have to doubt my decision or worry about my impulsive decision.

Make Checkout Fast and Simple
No one wants to navigate through endless pages of questions and forms just to make a purchase. If your customer gets frustrated enough with the hoops they are required to jump through to buy a product, they will simply click away and buy it somewhere else. That being said, it is still necessary for you as a business owner to obtain certain data. But being balanced, and minimizing their efforts is an important step. Offer customers an express checkout option. While they will still need to enter relevant information the first time they buy from you, that data can be stored and easily retrieved with a password the customer chooses for their next buying visit. Alternatively, some buyers would rather not provide in-depth information, so its important to offer the option of guest checkout. Make sure people understand the reason for the questions you ask. For instance, don’t just demand a customer’s phone number without explaining that it will be used only in the event of shipping questions.

Shopping cart abandonment comes with the territory when you have an e-commerce business. However, you can take proactive steps to keep it to a minimum. Once you do, you will vastly increase the likelihood of happy customers who will return to make more purchases in the future.

But how?? 

Partnering with a company like Central Payment of Panama City is important because your rep can help you with the best processing service offered to plug in and work with your web page. No need to redirect or process credit cards manually – most e-commerce sites tie right in with the back end servers we offer, making a purchasing experience quick and painless for them, and a stead line of income for you.  Call us today to discuss your needs! 850-596-5184

Reviewing Your Statement

Smart business owners are always looking for ways to economize, but some may not think of potential savings that are literally right at their fingertips: their monthly credit card processing statement. By reviewing your current merchant services package, you may discover ways to increase your profits.

Just as businesses change over time, so do their credit card processing requirements. Start by taking a close look at your merchant account statement. Analyze each line to determine if it makes sense and corresponds to your written agreement with your credit card processor. Are you being charged for services that you don’t need or want? Are the listed rates accurate? Are there redundancies that could be eliminated? If, like many merchants, you find your statement to be confusing, ask your processor’s sales rep to do a line-by-line review with you to make sure there are no mistakes and that you’re getting the best deal for your specific situation.

The next step is to review your statement again, focusing on the bottom line. Ask if there’s some way to reduce the amount you’re paying. Talk with your rep about which of these fees are necessary and which can be avoided.

Reviewing your merchant services on a regular basis is a good way to remain connected to your operation and the ever-evolving world of credit card processing. New products and services are introduced on a regular basis, and a reputable merchant services provider like Central Payment can make sure that you’re benefitting from options that fulfill your specific needs.

Talk to your representative today about reviewing your merchant services. If you’re already a customer of ours, we’ll take the time to make sure your package is current with your requirements. If you’re with another merchant services provider, we’ll review your statements to see if we can improve your deal and save you some money at the same time. Either way, both you and your business will come out ahead!

What are Chargebacks?

What are Chargebacks?

In simple terms, chargebacks are disputed transactions. These are charges that customers dispute on their credit cards for different transactions. When a dispute is made, the merchant reverses the transaction and the customer receives his money back.

Chargebacks are meant to protect consumers from unauthorized transactions. Instead of wasting time arguing with suppliers on the legitimacy of a transaction, customers can simply initiate a chargeback transfer.

However, there are some unscrupulous customers who use chargeback to conduct fraud that this can cause a small business major losses. Take the example of a small business owner who purchases a video camera for $300. If the business decides to sell the camera at $500, it will make a tidy profit of $200. However, if a customer initiates a chargeback during the billing-and-payment circle, the business will lose both the $200 profit and the $300 spent n purchasing the camera.

There is a big difference between an honest chargeback and fraud. Here are a few things that might create a chargeback:

Your customer doesn’t recognize the charge. This may happen because your DBA name and your transacting name on their billing statement don’t match. I have called my own bank on several occasions to dispute a charge, only to realize through talking with them about the charge that it was a purchase I made with a business who’s name appeared differently when I made the purchase.

The card that was used didn’t belong to the customer. Straight up credit card theft is still quite common! Its important when running cards as credit (not so much when debit as it requires a pin number) that you check the ID of the person using the card. Instructing your clerks even just to stop and look at the name on the card presented can be very helpful. If the name doesn’t seem to match the person in front of you, or if the individual paying is obviously too young to have a Discover card, for instance, its time to ask some questions.

These are simple fixes that we can avoid by doing our due diligence as business owners. However, there are less honest chargebacks which are difficult to combat if you aren’t partnered with a company who will work for you.

Recently, a merchant in Georgia told me about an instance where he lost several hundreds of dollars on one customer. The man called from several hours away to verify that the product advertised online was in stock before he drove down. He proceeded to purchase $500 worth of food grade totes and paid with his credit card. A few days later, he called back to complain that some of the totes he purchased were not the same quality of the others. He brought 2 back and exchanged them, also purchasing $300 more of the same product. It wasn’t until a few days later that the business owner realized that the gentleman had reversed the charges on his credit card BOTH times, resulting in a loss of $800 total within a few days.

For this merchant, Square’s customer support was unwilling to help and he simply lost the money.

This sort of circumstance isn’t always something we can prevent on the front end. But with a local rep at your side, presenting signed credit card receipts, proof of receipt of the products, and whatever else you have showing they really did come in and buy those products can help you save the money you’ve lost.

Contact Central Payment today to switch to someone who can help you in the event of a chargeback!

  1. YoCo

 

 

EMV is Still a Big Deal!!

Card fraud losses incurred by banks and merchants worldwide reached $16.31 billion in 2014 when global card volume totaled $28.844 trillion.  The United States accounted for 48 percent of gross card fraud losses globally, but generated only 21 percent of the total volume.  What’s the deal?

According to The Nilson Report, multiple factors contributed to the gap, but, “Nothing mattered more than the lack of an EMV®-compliant infrastructure,” says its publisher, David Robertson.

As the newsletter notes, EMV technology offers the best protection to-date against losses from counterfeit cards, which accounted for almost half of all card fraud losses worldwide last year. “U.S. issuers were slammed by losses due to counterfeiting, fueled by data center breaches that made available tens of millions of stolen card account numbers as well as personal cardholder identification information,” it adds.

Now that EMV chip cards are turning up in more American wallets, hopefully those figures will start to decline, as they have in countries where EMV has become the standard. For example, Canada began the transition to EMV in 2008, and by 2014 credit and debit card fraud were down 63 and 89 percent respectively, according to statistics from credit card processor Helcim.

Chip cards are considered to be far more secure than the magnetic stripe cards they replace. That’s because the microchip embedded in each “smartcard” stores account information securely and performs cryptographic processing that keeps the data safe from fraudsters and identity thieves.

Processing EMV at POS is different from processing a mag stripe card. The smartcard is “dipped” into a slot in the EMV reader, which collects the data required to complete the transaction. The chip creates a unique value to make each processing transaction unique in a process known as dynamic authentication.

Chip-and-PIN EMV cards, which are the most common type of chip card outside the U.S., require the cardholder to enter a four-digit personal identification number (PIN) at the POS. Chip-and-signature cards, which U.S. banks have largely chosen to distribute, require the cardholder’s signature to verify the sale.

Over a year ago, the financial liability for credit card fraud shifted from the card issuers to the party to the transaction that does not support EMV. In other words, if a retailer or service provider has not updated to EMV-capable processing equipment, they could be held financially responsible for a fraudulent transaction. The liability shift for businesses that sell fuel is set for October 2017.

EMV-compliant terminals will continue to support traditional mag stripe payment processing during the U.S. transition to chip cards.

If you haven’t become EMV compliant yet, its time to get on board. Chargebacks are expensive and if you aren’t protected, you could lose valuable time, products and profit!