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Introduction Credit Cards Security
E-Commerce: Security    

Security - Addressing your customer's concerns:

Security is often the first issue that springs to mind when dealing with Credit Card payments over the Internet, however it is one where the perceived threat is far greater than the reality of the situation. From your customer's perspective there are three main concerns:

Security of information transfer between the customer and the merchant via the Internet.
Security of information held by the merchant in on-line and off-line databases and filing systems.
The validity and reputability of the merchant.

Security of information transfer is perhaps the biggest concern to most people, but ironically it is the easiest to resolve. All good e-commerce sites will utilise a Secure Server when taking Credit Card details. This uses an encryption protocol such as SSL (Secure Sockets Layer) that encrypts the data flowing between the browser and the web server, thus making it virtually impossible for anyone else to decrypt the information (assuming they are able to access the data flow in the first place, which in itself is highly unlikely). For the merchant the advise is simple: Always utilise a Secure Server, and make the fact that you are using one clear to your customers.

The second concern for your customer is what happens once you have their details. Are they stored securely? Will they be used responsibly, or will the customer be suddenly inundated with offers from companies they have never heard of? Again the advise is simple: Re-assure the customer with a clearly worded Privacy Policy on the site stating that their details will not be passed on to other parties (unless of course you intend to do so). Give them the option to choose whether or not they want their details added to your mailing list - you may be pleasantly surprised at the number of people who do want to be kept informed of future offers if given the choice.

The final concern is how do your customers know that you are a reputable organisation and not just some 'fly by night' outfit set-up to scam them. In the 'real world' your customer would use all of their senses to evaluate a potential purchase - feeling the quality of the goods, talking to the members of staff, looking at the surroundings. On line however they have far less information upon which to base their decision. A well designed, easy to use site with plenty of information for the customer gives them the reassurance they need that they are dealing with a reputable organisation. Remember to include essential information such as a phone number, an address with a postal code and an email address to use for enquiries. And make sure you reply to each emailed enquiry within 24 hours, taking care to treat the customer with the same degree of respect and concern that they would expect to receive off-line. Sites that comply with such good practices are likely to be eligible for referral schemes such as Which Web Trader. These provide yet another way of reassuring your customers, thus increasing the likelyhood of having a successful site.

 


Introduction | Credit Cards | Security

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