Our company strives to offer the best possible service and support. That means protecting our customers (and ourselves so that we could serve you better!) from fraudulent orders.
Every year there are huge amounts of money lost to credit card fraud. Most of the loss hits merchants like us, not the banks.
To minimize credit card fraud, we may and will likely refuse an online credit card order where the shipping address is different from the billing address. We may also refuse an order where the credit cardholder information is not verifiable, e.g., the cardholder is outside of the US.
We may choose to still accept the order if there are ways to verify the identity of the cardholder: email address and telephone number can be traced to a company with an established website and listed address.
We understand that this is very inconvenient for many of you, and that we will lose some of your orders but this is what we have to do, for our protection and yours.
If we do not accept your order, we may still do business: you could "register" your shipping address with your credit card issuing bank so that we could call in to verify that, or you could use a different payment instrument such as money order or cashier's check.
You may ask, are you insane to refuse valid orders and lose sales and customers?
Imagine that an on-line thief somehow obtained your credit card number, expiration date, and possibly even your name and address. That thief will place an order using his untraceable "free" email address and unlisted phone number, and will have it shipped to his friend's address. The real cardholder will discover the charge, call the bank and have the charge rightfully reversed. The merchant will be hit with a "charge back" - the payment will be reversed, and there will also be a "charge back fee". While the cardholder is rightfully protected, the merchant is a victim, losing time, money, product and being hit with additional fees.
The merchant has two choices: take the risk and increase prices to cover for it (which is what many online retailers do), or refuse to accept unverifiable orders. We chose the latter.
It's a shame that we have to lose valid customers because of inadequacy of the current credit card processing system.
The system should allow cardholders to register additional shipping addresses. It should allow you to register an email address and a telephone number that merchants could verify. Hopefully it will happen soon so that one day we do not have to refuse your order.
Thank you for your understanding.