Fraud Prevention

Card Payments

It is an unfortunate fact of life that online stores have been heavily targeted by thieves and fraudsters because of the prevalence of 'cardholder not present' transactions and the added risks this involves for such outlets. We have been targeted on several occasions in this way, and in consequence we have had to review and strengthen site security measures. As a result of this we only accept online card payments and we are no longer able to take card payments over the phone.

Occasionally, the security measures we take will involve some slight inconvenience to customers while we fully authenticate cardholder details, and we apologise if this is necessary in respect of your purchase.

Typically, some of the details presented by a cardholder will not match with those held by the issuing bank. In this instance, unless the customer already has a strong and reliable trading relationship with us, it is likely that we will ask you for further verification to confirm identity and other details before the transaction is processed. This may mean holding up a transaction until the next working day when staff are available to conduct checks in person.

On most occasions any discrepancies can be explained, but we have also uncovered clear attempts to defraud the company. If you are asked to provide additional verification when making a purchase, please bear with us, and be assured that preventing fraud helps us to protect our clients and keep prices low.

International Trade

For international clients, we may also request information regarding the name of company or Directors, so we can fully validate that the trading entity is legitimate and bona fide. Our follow up is necessarily more thorough where orders and enquiries are received via, for example, Hotmail, Yahoo or Gmail accounts which provide little or no identification regarding the sender and, in any case, we may still need to validate company details.

Sometimes we carry out more formal checks in these circumstances, especially where more substantial orders are involved. These may involve approaching trade organisations operating locally, and government bodies. Regarding information about a prospective client. If we incur charges as a result of these checks, such charges may be passed on to the customer.

Please note that the above checks are typically completed only for initial orders. Once the company details have been fully validated, trading details are added to our system and lead times for subsequent orders are reduced as basic checks have already been completed. Clearly, having an established and trusted relationship with an overseas client is the best foundation for a long term and productive commercial relationship.

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