Collins Pay - Avoiding Fraud Disputes

What is a fraudulent charge?

A charge is fraudulent when the cardholder has not authorised the charge. Most fraudulent charges are made using stolen cards or card numbers, which are then disputed by the real owner of the card. Typically the real owner will contact their bank and their bank will raise a dispute. If the dispute is won, this money will be given back to the cardholder in the form of a chargeback. Collins Pay customers are liable for their own chargebacks.
What does Collins do to try to prevent fraudulent activity?
All payments through Collins Pay are processed by our payment provider Stripe. Stripe has been audited by a PCI-Certified auditor and is Certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.
We have an effective fraud prevention strategy that uses a number of methods while keeping any customer burden to a minimum:
  • When a customer makes a payment various checks will be made on the card, including; Card Verification Code Check CVC (also referred as CVV) & Address Verification based on the postal code.
  • 3D secure is used for payments over £100 - more info here.
  • 3D secure is also used for failed postcode checks as an added protection.
  • Stripe automatically surfaces payments that their systems indicate to have an elevated risk for us to review.
  • Any emails sent into Collins that contain a card number will be masked.

If a dispute is made, we assist by providing evidence that this was a genuine booking and a service/goods was provided. We may also ask for evidence from yourself. No chargeback is automatically activated, we will always have the opportunity to dispute a chargeback on behalf of our customers.
What can you do to help prevent and spot fraudulent activity?
While Stripe is best equipped to determine whether or not a transaction is fraudulent, there are many indicators of possible fraudulent activity. While not an exhaustive list, some things you can look out for are;

  • Does the name on the card match the booking? 
  • Communication with the customer that doesn’t sound quite right
  • Use of obviously or likely-fake information (such as a fake phone number or a gibberish email address).
  • Many failed payment attempts by the same customer.
  • Inconsistencies in customer details across multiple booking, e.g seeing the same email address but a different customer name / payment name.
  • Unusually large payments.
  • Last minute large payments - perhaps unusual to your regular booking patterns

Consider reaching out to the customer making potentially suspicious charges by phone or email to confirm customer and charge details.  

A phone number that doesn’t belong to the customer or an email that bounces may indicate suspicious activity; a nonsensical or evasive answer is, similarly, a good indication of potentially fraudulent behaviour. (Remember that even a phone or email response does not guarantee the person responding is the cardholder).

If you suspect a fraudulent payment, it’s worth flagging it with your own management team who can then decide whether you want to supply the service/goods. It’s also worth emailing Collins Success Team on with the details and we can check the activity of this user in our Stripe dashboard.

Excellent Extra Features

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  2. Collins Docs - Attaching Files/documents to bookings in Collins
  3. Collins Pre-Orders Video - How To
  4. Explaining Pre-Order tab updates
  5. Collins Pre Orders - Dietary Requirements and Allergies [What your customer sees]
  6. Collins Pre-Orders - Adding Diet Types, Allergies and Extra Settings to your items
  7. Collins Pre-Orders - Can my customers edit their order?
  8. Extra Feature : Collins Pre-Orders (How To Video)
  9. Collins Pre-Orders - How to Setup Guide
  10. Collins Pre-Orders - How to Add Set Menu/Fixed Price Menu Orders Manually
  11. Collins Pre-Orders - Setting Automated Reminder Emails
  12. Collins Pre-Orders - How to Send a Menu
  13. Collins Pre-Orders - Copying Over Items/Menus from Venue Group to Individual Venues
  14. Collins Pre-Orders - Canapes - Multiplying one set menu/selection by a set number
  15. Collins Pre-Orders - Ordering on behalf of someone else.
  16. Collins Pre-Orders - Payment Options
  17. Collins Pre Orders - Take both a deposit and a pre-order payment for auto-confirm bookings
  18. Collins Pre-Orders - Adding payment for pre-orders
  19. Collins Pre-Orders - Can I set a cut off date for Pre-orders to be made?
  20. Collins Pre-Orders - Sending Multiple Menus
  21. Collins Pre-Orders - Deleting a Pre-order
  22. Collins Pre-Orders - Downloading the 'Food Sheet'
  23. Collins Pre-Orders - Kitchen Sheet
  24. Collins Pre-Orders - Managing Your Place Cards
  25. Collins Pre-Orders - Printing / Adding a Logo to your Place Cards
  26. Collins Pre Orders - Make menus available 'while booking' or 'when booking is confirmed'
  27. Collins Pre-Orders - Applying multi-buy Discounts on your menu items
  28. Collins Pre-Orders - Applying a discount to a Menu
  29. Collins Pre-Orders - Setting Minimum and Maximum order limits
  30. Collins Pre-Orders - Dietary Requirements/Allergies
  31. Collins Pre Orders - FAQ's
  32. Extra Feature : Collins Pay (How To Video)
  33. Collins Pay - How To
  34. Collins Pay - Can I be notified by email when a customer makes a payment/authenticates a card?
  35. Collins Pay - Adding Payment/Authentication templates
  36. Collins Pay - Setting Automated Reminder Emails
  37. Collins Pay - Avoiding Fraud Disputes
  38. Collins Pay - 3D Secure
  39. Collins Pay - Postcode Validation
  40. Collins Pay - Where can I view my Customer Payments?
  41. Collins Pay - How Do I Refund a Customer?
  42. Collins Pay - Where Can I View All Refunds?
  43. Authentication v Authorisation - What's the Difference?
  44. Collins Pay & Card Authentication FAQs
  45. Card Authentication - How To
  46. Is Collins Pay and Authentication Compliant and Secure
  47. Extra Feature : Collins Mail (How To Video)
  48. Collins Mail - FAQs
  49. Collins Mail - How To Setup an 'Out of Office' Automated Reply
  50. Collins Mail - Sorting the order of New Messages
  51. Collins LiveWait FAQs
  52. Collins LiveWait - How do I add someone to the wait list?
  53. Collins LiveWait - Texts Explained
  54. Collins Live Wait - Training Video
  55. Auto Double Confirm - Set Up
  56. Auto Double Confirm - Texts and Diary/Floorplan Usage

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