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#1 12-04-2015 07:21:41

CrownRoyal
Member
Registered: 01-10-2009
Posts: 716

how to deal with customers who auto fill credit card info incorrectly?

I have at least one customer a day who's browser auto fills the credit card info. At least I assume that's what's happening. The encrypted hash that comes through for the CVV2 Code is the exact same at the Card Number. I opt to ignore it and try processing the order without the CVV2 Code. Sometimes it works, sometimes not. Result is I lose a sales opportunity every couple of days because when I followup to the customer (a new one), they gets nervous and think I'm trying to do something sketchy.

Your thoughts on how to deal with this situation?

Thanks.

Last edited by CrownRoyal (12-04-2015 07:22:07)

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#2 12-04-2015 08:12:44

webmaster
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From: York, PA
Registered: 04-20-2001
Posts: 19798
Website

Re: how to deal with customers who auto fill credit card info incorrectly?

This does sound like an autofill issue.  Both fields are password fields and the autofill must be trying to place the card number in each.  I'll look to see if there are any newer formfield tags that address this in HTML5.


Nick Hendler

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#3 12-09-2015 11:40:23

CrownRoyal
Member
Registered: 01-10-2009
Posts: 716

Re: how to deal with customers who auto fill credit card info incorrectly?

Just poking around, this issue was brought up earlier: https://forum.kryptronic.com/viewtopic.php?id=32149 and here https://forum.kryptronic.com/viewtopic.php?id=31355

Next question is, how do I disable the CVN field?

Last edited by CrownRoyal (12-09-2015 11:42:15)

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#4 12-10-2015 08:22:14

webmaster
Administrator
From: York, PA
Registered: 04-20-2001
Posts: 19798
Website

Re: how to deal with customers who auto fill credit card info incorrectly?

You can remove the field definition for it from the form content section of the gateway you're using.  In most cases, removing it will not cause a problem.  It's not a good idea to remove the card security code feature, though.  You may be subject to higher processing fees, or may not be able to process through your chosen gateway at all.


Nick Hendler

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#5 12-10-2015 08:30:04

CrownRoyal
Member
Registered: 01-10-2009
Posts: 716

Re: how to deal with customers who auto fill credit card info incorrectly?

We only use PayPal. Given the fact that the browser is sending some CVN info as 16 digit credit card info due to customer assuming autofill is doing its job, I would assume that eliminating the CVN might actually allow more of the failed attempts to be successful. I had just yesterday a customer who tried 11 times to put through their credit card info. It was only after determining his browser was autofilling the credit card number in the CVN field that the order became successful.

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#6 12-10-2015 08:53:30

webmaster
Administrator
From: York, PA
Registered: 04-20-2001
Posts: 19798
Website

Re: how to deal with customers who auto fill credit card info incorrectly?

I'm looking into disabling autofill on the CVV2 fields.  There's a browser-based way to do this.


Nick Hendler

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