The Warehouse, ordering on-line without the convenience of ordering on-line.......

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ArcticSilver

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#208464 13-Feb-2017 12:26

On Saturday I purchased some outdoor furniture off The Warehouse on-line, mainly because it was on clearance.

I spent $760. Part of this was a delivery surcharge because of the size. They took my money instantly and confirmed the order.

Today I have recieved this lovely email:

Good afternoon,

You recently placed an order on www.thewarehouse.co.nz – order confirmation -------. For orders with a high dollar value as a security precaution, to protect both our customers and ourselves, it is our policy to ask for a little more information from you before we are to process your order.

Can you please provide a copy of the back and front side of the card holders driver’s licence or other as proof of identification such as passport and return it as soon as possible by either:
scanning and replying to this email with the ID attached
or by taking your ID into a store if convenient for viewing and forwarding to the online team here
or by posting to The Warehouse, PO Box 33470, Takapuna, Auckland 0740 – Attention: Multi Channel Team), please write your order confirmation number on the copy of the identification.

I have spent thousands of dollars on-line with multiple companies in a single transaction and never faced this. What's the point in having the convenience of on-line ordering when you stifle it with extra hassle? I've already paid, they're delivering it, if you want to check why not get the ID on delivery? I might as well go to the store and pick it up myself!

This one just baffles me. It's not like i'm spending thousands of dollars.

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#1719330 13-Feb-2017 12:30

http://www.geekzone.co.nz/forums.asp?forumid=48&topicid=208258

dickytim

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#1719340 13-Feb-2017 12:55

Sound like they are protecting themselves from the ever increasing instances of credit card fraud.

I really don't think the contracted courier company is going to take responsibility for checking your ID.

To me they have given you some good alternatives to provide the requested information. I wouldn't have any issue with this myself.

Journeyman

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#1719346 13-Feb-2017 13:03

The Warehouse doesn't really get online shopping. I keep seeing things for sale on their website where they say that you don't get to choose the colour, they'll send one chosen randomly. Well what is that point of that? Every other website manages to give customers a choice of colour. Why can't the Warehouse?

ArcticSilver

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#1719348 13-Feb-2017 13:07

One of the points I don't get is what does a scanned ID give you?

It doesn't prove you are you, because no one can do a visual check.

Rikkitic

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#1719351 13-Feb-2017 13:14

Anything scanned is really, really easy to fake.

Plesse igmore amd axxept applogies in adbance fir anu typos

dickytim

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#1719360 13-Feb-2017 13:34

ArcticSilver:
One of the points I don't get is what does a scanned ID give you?

It doesn't prove you are you, because no one can do a visual check.

I guess it is a combination of using the e-mail combined with the scan.

As above scans are easy to fake, but i guess they are trying to weed out some potential for fraud.

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richms

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#1719423 13-Feb-2017 14:06

Journeyman:

The Warehouse doesn't really get online shopping. I keep seeing things for sale on their website where they say that you don't get to choose the colour, they'll send one chosen randomly. Well what is that point of that? Every other website manages to give customers a choice of colour. Why can't the Warehouse?

Those items all have the same sku on the box, and they tick the colour so they dont actually know how many of each have sold. Its really absurd to operate in that manner since the only way they know what colours would sell would be to see what is left at the end when they move to the clearance table.

I was going to get some lampshades, but no choice of colour? Hell no.

Richard rich.ms

tripp

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#1719443 13-Feb-2017 15:14

Some places have the right idea now, you scan/photo your DL upload it then do a webcam picture via their website. It matches the photo to the webcam shot then the back office can approve both DL and webcam shot.

Webcam shot can't be uploaded like a photo it has to be down at the time via web applet.

Sure it can still be faked but better than nothing.

richms

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#1719449 13-Feb-2017 15:23

As a drivers license is ID, I will not give random shops any details off it. If they dont want to sell me things they can GTFO.

Richard rich.ms

MikeAqua

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#1719460 13-Feb-2017 15:35

richms:

Journeyman:

The Warehouse doesn't really get online shopping. I keep seeing things for sale on their website where they say that you don't get to choose the colour, they'll send one chosen randomly. Well what is that point of that? Every other website manages to give customers a choice of colour. Why can't the Warehouse?

Those items all have the same sku on the box, and they tick the colour so they dont actually know how many of each have sold. Its really absurd to operate in that manner since the only way they know what colours would sell would be to see what is left at the end when they move to the clearance table.

I was going to get some lampshades, but no choice of colour? Hell no.

It's so they can fob off all the hideous colours on unsuspecting online shoppers.

Mike

GregF

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#1719618 13-Feb-2017 19:54

dickytim:

Sound like they are protecting themselves from the ever increasing instances of credit card fraud.

I like how PBTech do it. I've recent bought ~$1,400 PC parts through them using a credit card.

They charge a random number of cents up to $1 onto your card.

You either have to put the number of cents into their 'verification' box (i.e. you wait for the transaction to appear in your banking system), or you can call the bank straigth away and get the transaction ID - the bank does their usual security questions before giving you this.

I found it a quick and simple way for them to double-authenticate that the card is not stolen, and it required very little extra effort on my part - this being the most important bit - keeping the whole essence of the online shopping experience quick and fluid.

Cheers,

Greg

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farcus

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#1719622 13-Feb-2017 20:04

Can you please provide a copy of the back and front side of the card holders driver’s licence or other as proof of identification such as passport

I had this with Aliexpress recently
They asked for a photocopy of both sides of my CC and also a copy of my passport or other photo ID.

ArcticSilver

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#1719624 13-Feb-2017 20:11

GregF:

I like how PBTech do it. I've recent bought ~$1,400 PC parts through them using a credit card.

They charge a random number of cents up to $1 onto your card.

You either have to put the number of cents into their 'verification' box (i.e. you wait for the transaction to appear in your banking system), or you can call the bank straigth away and get the transaction ID - the bank does their usual security questions before giving you this.

I found it a quick and simple way for them to double-authenticate that the card is not stolen, and it required very little extra effort on my part - this being the most important bit - keeping the whole essence of the online shopping experience quick and fluid.

Cheers,

Greg

Though I question whether some of this is necessary with sub $1,000 transactions, I would be happy with a method like this. I have had this before from another company now that I think about it.

The problems I have with The Warehouse's method are:

They should of required this during the cart order process, rather than after they had confirmed the order and taken my money. If I had seen this then I wouldn't have bothered to order on-line.
I'm not comfortable with sending photo ID via email for multiple companies to have on file, this I believe is going too far. I am happy however for them to sight it on delivery, though this was not a option.
The whole concept of ordering on-line means not going into the store, though I can easily scan in my license not everyone can so this defeats the whole purpose of ordering on-line.

Also, as a side note, what if you don't have a drivers license or passport? What do they do then? This must be an issue. Not to mention, the NZ passport is one of the most valuable in the world, it doesn't seem like a good idea to send a photocopy of it around to multiple organizations.

I have, to a degree resolved my issue. After speaking to a manager I have arranged them to refund the delivery charge and send it to my local store, where I will pick it up.

RunningMan

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#1719628 13-Feb-2017 20:23

ArcticSilver:[snip] Not to mention, the NZ passport is one of the most valuable in the world, it doesn't seem like a good idea to send a photocopy of it around to multiple organizations.

It certainly seems to be very poor security sending electronic copies of such (potentially) valuable documents over such an insecure medium such as email, not knowing how they are going to be stored, who can access them, and what systems are in place to ensure they are not misused.

geoffwnz

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ID Verified

#1719905 14-Feb-2017 11:46

tripp: Some places have the right idea now, you scan/photo your DL upload it then do a webcam picture via their website. It matches the photo to the webcam shot then the back office can approve both DL and webcam shot.

Webcam shot can't be uploaded like a photo it has to be down at the time via web applet.

Sure it can still be faked but better than nothing.

That's great if you have a webcam.
Though it's entirely possible that I'm one of the only people on the planet who doesn't have one.

MotorDrive Rallying

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