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Beyond the Transaction: Every Transaction Has a Story

What to Do when Your Online Order Goes Amiss

Imagine this scenario: you’ve just lovingly checked out of your online shopping cart. Diligently and painstakingly, you’ve entered the shipping details before making the transaction using your payment card. The delivery day has arrived and gone, yet there is no sign of your anticipated order. Don’t fret, you’re not alone. According to the MasterCard’s Safety and Security Index, up to 31% of shoppers worry about their orders not being delivered at all. Interestingly enough, only 10% have ever experienced it.

Despite this worry, consumers in Southeast Asia have been increasingly active online. A whopping 80% of consumers made online transactions within a three-month period in 2015.

With rising online activity and security woes in mind, what can you do to ensure that you err on the side of caution?

Online signposts for a peace of mind

To shop with a peace of mind, look out for security badges on the checkout page before you proceed to purchase your item. This ensures that the retailer meets the industry security standards.

Take note of your retailers’ customer support services. This can be by way of a telephone number, an online chat box or an address on the checkout page. Having someone you can contact is reassuring, just in case there are any problems with your order.

If you are shopping on the go and worried about the reliability of the mobile app you’re using, make sure you only download apps by trusted app creators and well-known shopping websites. It also helps to read reviews and ratings before you download the app to ensure its legitimacy.

Speaking of mobile shopping, use mobile anti-virus protection on your cell phone! It adds an extra layer of safety by protecting any sensitive information and offering lost-device security.

Last but not least, always check that your connection to a website is secure. How? Look out for a green padlock on the side of your address bar and an ‘s’ at the start of the web address (http s:// instead of http://). This signals that the website is encrypted, which protects your personal information from non-secure sites.

instead maybe say sthg like proof of the transaction being charged to your card, taking caution to remove any sensitive information like card or account number

In the rare case that your order is indeed missing, here’s what you can do to make it right:

  • Notify the merchant immediately to request a refund or information about the whereabouts of your order. Go prepared and expedite the process by providing your order number and receipt, taking care to remove any sensitive information like card or account numbers. The sooner, the better!
  • Should you notice any unauthorized charges being made and you’re unable to contact the merchant about your missing delivery, provide your bank with proof of the merchant’s non-responsiveness (eemail or paper trails of correspondence), along with the payment details. Again, take care to remove confidential information like CCV and card numbers. They should have you covered with liability protection!

Delivery delays are common, but they are no small matter when they affect your payments. When you are armed with payment security know-hows and a responsive bank, you can shop with a peace of mind.

Click here to learn more about how you can empower yourself with more payments-related safety and security tips.