I work for a business, managing the online orders. We have had chargebacks in the past, and recently we have had more orders paid via PayPal that our 3rd party detection software has deemed likely fraudulent. It's really difficult to tell whether or not these transactions are fraudulent via PayPal, and after immense struggle, and unanswered emails, I was able to finally get on the phone with PayPal, to ask how I can detect these fraudulent orders, and was told, there is no way. This puts us in a very vulnerable position for chargebacks. We have received chargebacks for payments that seem extremely usual, and safe. Asking these customers for proof of address, and ID isn't helpful as PayPal only shows us the address that they have given us, and I can't see even the last 4 digits of the card the payment came from, which means I can't ask for a photo of the card the purchase was made with.
Do any other sellers have any advice for detecting fraudulent payments? I was told by the PayPal customer service person on the phone that I am fully within my right to refund and cancel any order, which I understand, however, I'd rather not have to risk offending customers and lose a sale because I can't be sure, and I can't even give these customers a chance to defend themselves, as there is no evidence they can really offer.
