Giving Personal Information Means It’s Getting Personal

(I work in a store. We sometimes take orders over the phone. To do this, you need to specify what you want and give a credit card number. Normal stuff.)

Customer: *on the phone* “I need to place an order.”

Me: “Awesome. Tell me what you would like to purchase, and I’ll get this started for you. The down payment will have to be credit card, since we are over the phone. Does that work for you?”

Customer: “Yes, of course.” *gives me the item numbers needed and personal information with no fuss*

Me: “Wonderful. Thank you, ma’am. Any item that is shipped in is non-returnable unless it is defective. If it’s been opened or used, we will not take it back. Is this acceptable to you?”

Customer: “Sure. That’s no problem. Thanks for all your help!”

Me: “Of course! Your total is going to be $360.94. I normally advise to put half down and pay the remainder at the time of pick up. All down is also fine.”

Customer: “What do you mean?”

Me: “Half down is just easier for most people and breaks up the lump sum–“

Customer: “No, you mean that I have to pay first?”

Me: “Yes, we do require at least half of the money be put down when ordered.”

Customer: “That’s absurd. I’ll just pay when I pick it up.”

Me: “I’m sorry, but I’m not able to do that. I need to be able to put down at least half of the money.”

Customer: “This seems like a scam.”

Me: “I promise that it is not a scam. We require a down payment essentially as insurance. Ordering in items costs us money, so we don’t want to risk the item not being paid for.”

Customer: “I’m not comfortable with this. I’m not giving you my card number.”

Me: “Well, the other option is for you to come into the store and pay with either cash, check, or card.”

Customer: “I can’t. I work during your hours.”

Me: “I’m sorry, ma’am, but I don’t have another option.”

Customer: “No, you are trying to scam me. That’s why you want my credit card number!”

Me: “I can assure you that I’m not running a scam. Your card information will go into our secure system, just like it would if I ran your card in the store.”

Customer: “I hate these credit card scams! Don’t call me again!”

Me: “Ma’am… you called me.”