Avoid Online Fraud

I don’t know why people browse for stuff they already own. Maybe it’s some kind of comparison-based compulsion. Anyway, not the point.

I see a lot of car fraud while I’m browsing, so I thought I’d point out some telltale signs (and this can apply to any online shopping). Sometimes it’s easy to spot, sometimes it’s harder. Here’s a quick example:

Here are some issues that you might notice right away:
• The listing says the car is a coupe. The picture shows a Z06 and no one listing a Z06 would forget to mention that.
• The location of the item is Los Angeles, California (KSL is mostly local stuff).
• The seller’s account was created in November (in other words, it’s brand new)
• The ad has been online for less than 24 hours (which KSL is helpful enough to point out).

Your radar might already be going off if you know what a good deal the car appears to be. If you took the time to Blue Book this Corvette you’d find this:

Not just a good deal, this car would be an amazing deal. We’ve all heard about that unhappy wife who sold her husband’s Lamborghini for a buck. That’s the kind of score we all dream about. But chances are that’s an urban legend. If you sport a deal that’s too good to be true then it probably is.

And of course the biggest tip off is the Carfax report which shows that the VIN is invalid:

All these things together make me pretty certain that this ad is fraud (I reported it to KSL, but so far the ad is still online), but someone else may not realize this. Let’s say this someone decided to call and talk to the seller. I think they’d find a few more suspicious things:

Chances are the car is not sold (if this was real that car would be long gone). You’re probably local so you can’t really look at it but if you said you wanted to come see it I’ll bet they wouldn’t let you. But really the most tell tale sign that this is fraud would be if they insist you send them a cashier’s check or wire payment for the car (or deposit). That’s a no-no. Once you do that you’re money is gone. Unrecoverable. You lose.

This is a car to stay away from, as is any car with similar signs of fraud. As much as I hope no one falls for this ad I bet someone, somewhere, will.

If you’re car shopping then buying locally is nice because you can actually go see the car for sale. If your’e shopping online eBay is a good bet. There is still some fraud, but they verify VIN numbers, offer car reports and you have the benefit of looking at seller feedback.

A car is a big important purchase, but the same rules still apply to other kind of products. Just last month I placed an order for some posters. The company didn’t seem shady, but I never got my products or even an email reply to my many order inquiries. In the end I had to dispute the charge. This is another good reminder to use some form of payment that protects the buyer in case there is a problem.

Stick with places you trust. Take my company for example- people know they can trust us. When you order from Blade HQ you get what you pay for and if there’s an issue we’ll take care of you. I’m not just tooting my own horn. We talk to people every day who’ve been burned by some fly by night operation. Me? I shop at Amazon because I know – for the most part- I can trust them. There is something to be said for feeling safe when you make a purchase.

 

How Shopping has Changed…

Anyone shop? Yeah… I’ll bet pretty much everyone shops. I know that I do. And I’ve actually had a paradigm shift occur with regard to my shopping pattern that I wanted to share. Up until last year I hated shopping online (which is ironic if you note that I own and make my living from several online retail companies). I was a “buy it in the store” kind of guy even if that meant I had to drive to several locations and pay more to get my item. I wanted it right away and I was willing to pay a premium. Plus I felt more comfortable in a store where I could see and hold the product and, if it was unavailable, easily search for comparable alternatives.

I’ve copied my personal Amazon shopping history below. It might not be that interesting (and I realize it’s “long”), but it shows how my purchase volume has skyrocketed in the last year or so:

I can’t quite explain this shift. Maybe it was Amazon Prime? Getting most items in two days has been exceptionally convenient. Perhaps it’s the fact that things are almost never “out of stock.” There’s always somewhere online to get what I’d like. Maybe I’ve simply gotten more patient as I’ve aged? I don’t feel like I need things right away. Or maybe I realize the importance of saving time and money more than I used to? Shopping online tends to be cheaper and I don’t have to actually go anywhere- my purchase comes to me! I don’t know… but now I shop online.

In some ways the transition has been jarring. The other day I went shopping for a couch and a love seat. I made the sojourn down to R.C. Willey in Orem. As soon as I walked into the store I felt overwhelmed. How was I going to find anything? As I wandered around the floor I literally thought, “I need a search. I can’t sort by color, price, size or anything. I feel really uncomfortable!” Eventually someone offered to help me and he became my “search” and “sort” option. “Blue leather couch” I queried. Off we went around the store. I was able to complete my purchases in about two hours (including commute time). Somehow I was left feeling disappointed and aggravated.

A few days later I needed a second love seat. This time I checked out R.C. Willey’s website. They have (finally) added the option to shop online. I quickly sorted through their love seats, selected the color I wanted and reviewed the physical dimensions. Within three minutes I had concluded my shopping. I did drive down to pick the item up (I guess I still have a hard time waiting), but my online purchase left me feeling much happier. Go figure.

Anyway, I’m on online shopper now. If I switched then maybe other people are switching. People like me must be part of the reason why companies like Amazon are gaining so much ground. Even my “little” company is growing by leaps and bounds.  Customer continue to migrate to the web. I know, I know- that’s not an original idea, and it’s already backed up by tons of survey data. But now you can add my anecdotal experience to the evidence cache.

I can’t figure out why I waited so long. But even stranger is that I really don’t know why this shopping shift occurred or how I became so uncomfortable in physical stores.  Anyone else become an online shopper recently?

Fun, Interesting, & Sad Stuff @ Work

Even though I spend nearly half of each day (that’s awake time for you math people) I don’t blog much about work. Maybe it’s because each day is pretty much the same for me (commute, emails, cry, soothe employees, network, solve problems, cry, inspire, confuse, go home) . But lately there are a couple of fun out-of-the-norm type things going on.

First…  Blade HQ has been working on this secret project for a long time and now it’s nearly ready. In conjunction with Microtech we are bringing back the Tachyon butterfly knife! Microtech has made some design tweaks (check out this Microtech rendering) and we have dudded the rebirth the Tachyon 2.  It will be available exclusively at Blade HQ sometime in October. Exciting!

And then… We recently acquired the old PowerTri space (although, we are very sad to see PowerTri go under). After getting the space we decided we should split it into two levels. The bottom will become our new retail store and the top will house our production studio and some additional offices. We’re about half way done at this point.

First the building was gutted and prepped for construction.

Framing out the walls.

Framing the ceiling. We also roughed in another set of stairs in the second warehouse.

This is the upstairs after the downstairs framing was completed.

For me the coolest part of our remodeling was how we relocated the furnaces. They were in closets at the end of hallways in our old space but we pushed the units though the closets and around the corners into the new space. This gave us access to our new building through our old hallways (as opposed to cutting access doors in weird places). At first it seemed like no one wanted to move the HVAC stuff, but in the end I think this worked out perfectly.

Followed by…  A few weeks ago this showed up. Yes, that’s a laser. It engraves, it cuts and it costs as much as the GNP of a small country. I’m not exactly sure why we get stuff like this, but they tell me one day we’ll be happy we have it.

And who could forget… Anyone remember our old data closet from a few years back? Scary, right? We finally got our data closet all nicely organized. We added a rack, a patch bay and even got a ventilation system installed. Yes sir, living large over at the HQ. Every time I look in there I’m floored by how much junk we need just to keep this company kicking.

Finally… And a bit of sad news. For the last four years so Fran and I have shared an office. To be fair, she’s so stoically dedicated to her work that I usually feel like I’m alone, but now I actually will be. Accounting & HR has moved down the hall since it will be adding a new employee. I think I’ll leave the empty desk there to remind me of how things used to be…

And so ends another adventure. Once these projects get sorted out part of me hopes that life will return to it’s familiar dullness. But another part hopes that a new adventure is right around the corner (some awesome non-tiring adventure with golden armor and babes).

Work Desktop… Why Did I Wait So Long?!

Over two years ago I caved in and got an extra screen to hook up to my laptop (here’s my old setup). Now I have caved in again and gotten a desktop with two larger screens. All I can say is, “Wow. Why did I wait so long?” For two years I hunched over staring at a 13″ 1080p screen or sat with my head perpetually turned left to look at my larger monitor (I was developing neck problems). Salvation is here!

Originally I didn’t care what kind of a desktop I got. After shopping around for a bit I discovered that I could purchase a computer from the well regarded MainGear.com for nearly the same price as a comparable Dell system. I know some very happy MainGear owners so I decided to join their ranks.

MainGear.com is easy to use- nice and straightforward. Lots of flexibility with regard to hardware options. The wait for my computer was a little more than three weeks (on par for custom builds). The system is beautifully constructed (check out those colors!) and super quiet. I’m really happy with it.

I have had one issue with the computer- I’ve gotten a blue screen twice in the last week. It appears to be a problem related to the video card. I updated the driver and so far no crashes in the last few days. Fingers crossed. I’m worried it might be a power supply issue.  But I’m sure if there are any further issues MainGear will take care of it.

Setting up a new computer always takes some time. There’s lots of software to install, lots of programs to customize and configure, and gigs of files to transfer. And then there’s the hardware side. I picked out a Logitech keyboard & mouse and two P2770HD 27″ Samsung monitors. When it was all set up I decided that I had to do something about the cables so I got Monster’s Cable-It and spent a good portion of a day organizing things (check it out!). Finally I decided that I had to use the integrated speakers on the P2777’s… no easy task.

Each monitor has a left and right speaker with a 1/8″ stereo input jack on the back. I wanted both speakers on the left monitor to be the left channel and both speakers on the right monitor to be the right channel. Off I went to Radio Shack. This is the monstrosity that I rigged up to get me what I needed (this was the best option, since I wanted the bulk of the mess to be behind the computer). For the amount of money I spent on these adapters and cables I could have gotten some pretty nice speakers (the ones on the monitors are so-so). But I’m still really pleased as it eliminates additional clutter on my desk and makes me feel cool.

Overall I’m really happy with the new setup. Getting work done is much easier on my back, neck and eyes (both physically and aesthetically). If you’re working on a sub-par setup then change it! I know the temptation is to wait, but I wish I had done this right from the get-go.

For anyone curious (and my own reference) here are the specs of my build:
∙ Chassis: Vybe 2012 Chassis – Red on Black Color
∙ Motherboard: Asus® P8Z77-V LK Featuring Lucid Virtu MVP, CrossFire and SLI
∙ Processor: Intel® Core™ i7 3770 3.4GHz/3.8GHz Turbo 8MB L3 Cache HD 4000
∙ Processor Cooling: Coolermaster Hyper TX3 Heatpipe Cooler
∙ Memory: 16GB Kingston HyperX DDR3-1600 (4x4GB)
∙ Graphics and GPGPU Accelerator: AMD® Radeon HD 7850 2GB GDDR5 w/EyeFinity 3D
∙ Power Supply: 600W Seasonic® 80+ Certified Power Supply ROHS
∙ Hard Drive Bay One: 256GB Crucial® M4 SATA 6G (w/TRIM) [500MB/s Reads]
∙ Optical Drive One: 24X Dual Layer DVD RW Drive w/ LightScribe Technology
∙ Audio: 7.1 Channel High Definition Surround Sound Supporting S/DIF Optical Out
∙ Memory Card Reader: USB 3.0 SuperSpeed Memory Card Reader (CF, MS, SD, xD, M2, MicroSD) with front panel USB 3.0 Port
∙ Ethernet Adapter: On-board Gigabit Ethernet
∙ Operating System: Microsoft Windows 7 Professional 64-bit
∙ Productivity Software: Microsoft Office 2010 Home & Business
∙ Etc, etc.


Posted by Cam, July 11, 2012

Magento. Simply the Best.

Notice anything different about our website? Probably not- that’s how seamless the transition was. Of course there’s still a ton of configuration left to do so the new features won’t start popping up for several months but we are on Magento!

We recently acquired a competitor and their website was running on Magento. After using it for a few weeks it became clear that we had wasted  a small fortune building our own software. Magento is significantly ahead of where we were (and seems to be ahead of everyone).  In just the few short weeks we have been using it we’ve seen a nice bump in sales.

If you run any kind of ecommerce company and you have been using a a cookie cutter “box shop” or hosted solution it’s time to take a serious look at Magento. It’s affordable, stable, fast, secure, scalable and boasts more features and usability that any of its competition*. Our motto at work is “evolve or die” and Magento had breathed new life into our company (maybe they should change their name to “Life Cart”!).

*Some of the other ecommerce solutions we compared it to were Shopify, Yahoo, BigCommerce, Volusion, Shopping Cart Elite, Fortune3, NetSuite Ecommerce and custom built solutions on the OS Commerce platform.

Credit Charge Chargebacks Suck.

I know what it looks like. I never update this blog. But that’s not actually the case. I have written nearly a hundred blog posts for Cam on Commerce, but have kept them nearly all private. Why? Some are personal, some contain proprietary information and many are simply uninspired rants. And this post may be an uninspired rant… but I am so mad about credit card chargebacks that I just wanted to do something.

Here are work we have what I would consider fairly advanced fraud detection techniques and tools. We actually catch most fraud and we’re able to do that because there is some indication that fraud is occurring. But recently we have been hit by a string of more advanced fraud with no signs of anything amiss.

In the world of ecommerce we rely on AVS (address verification system) codes to determine if the purchase is authorized. Legitimate orders will have the correct address, zip code and CVV numbers submitted to us. When we authorize the card the AVS response (from the credit processor) will show something like “YYY” (yes, yes, yes) indicating the shipping information provided matches the info that the credit card company has on file. We then ship the order with a signature required.

If the customer later says, “I didn’t order that” and initiates a chargeback (a process where the purchase is disputed and the credit card company returns the customer’s money) we have the ability to “fight” the chargeback. We can show that we shipped the order to the confirmed billing address and that the customer signed for the package. When we have this evidence the chargeback is reversed and the money is returned to us. This has always worked well for us until now.

Lately it seems that people with stolen credit cards are changing the confirmed billing address (the crook can simply call the card issuer and add another “authorized” billing address). Then they submit the order to us and, since it looks 100% legitimate, we ship it out. When the credit card chargeback comes we try and fight it. Initially we will win but then customer tells the credit card company that the card was stolen, the billing address modified and reiterates that they didn’t make the purchase. The credit card company takes the money from us again and says our only option is arbitration.

Don’t attempt any arbitration! You will lose (we found this out the hard way). Arbitration will always rule in favor of the credit card company (who butters their bread?) and then to ad insult to injury they charge you – the merchant – a $500 fee for arbitration costs. WTF?

Are you with me here? We get a 100% legitimate looking order. We ship to to the confirmed billing address (w/ a signature required). If it happens to be fraud it is us – the merchant – who pays the price for doing everything correctly. The customer gets their money back. The credit card company charges us a “chargeback fee” (usually $15-$25). The thief gets their loot as well. We, as the merchant, have no recourse whatsoever and we have lost our inventory, our time and any profit we might have made on the item. Where is the justice in this? Where is credit card company’s accountability?

We have lost thousands of dollars a month this way and I don’t see any solution for the problem (short of  paying for a service that guarantees payment with matching AVS codes). I believe the credit card company should absorb costs of fraudulent transactions of this kind. If they let a crook call up and change the card’s billing address then I certainly feel they – not me – are responsible for this fraud.


Posted by Cam, May 23, 2010

Something Random

This was recently forwarded to me. Some of it it pretty funny (and I confess that I don’t know if they all work quite right), so I thought I’d post it here.

Lately I’ve seen these “What other people think I do” collages popping up all over. Someone should make a business out of it, right? I don’t know what the fad-span will be, but I think they’d make good posters.

Also, in case anyone wonders where I’ve been… I realized one day that I didn’t really like blogging about business since that’s what I was do all day. In other words, after work, I don’t want to write about work!  I’ve written a few posts (half ecstatic and half lamenting the unprecedented growth of my company and the associated struggles with said growth). Eventually I may make some visible. Anyway- for the time being I’m focusing on my personal & hobby blogs.


Posted by Cam Hughes, Feb 20, 2012

Security Bugs (Me)

Sometimes security “features” perplex me. For example, last week I wanted to change my user name on eBay to “utahcorvette.” To my dismay eBay informed me that me user name couldn’t match my email address (my user name @gmail.com).

Supposedly the theory behind this is that eBay is protecting me from spammers. Theese terrible spammers could  add common email extensions (i.e. @gmailcom, @yahoo.com, etc) to my user name  and send me email! As much as I appreciate big brother looking out for me I wanted “utahcorvette” as my use name and I got it.

For those of you who don’t know, Gmail has a pretty cool feature: you can actually add extensions to your email address. Just use the “+” sign after your real user name and then add extra text. For example, let’s say your email was corvetteman@gmail.com and you wanted your eBay user name to be “corvetteman.” You’d simply change your email address with eBay to something like “corvetteman+ebay@gmail.com.” Gmail will ignore anything after the “+” sign (your email will be delivered normally) and eBay will let you use the user name you want (“corvettecam”) since it’s  not the same as your email now. Win!

Sometimes security measures bug me, but if you look hard you can usually find a way around them.


Posted by Cam, July 18, 2011