Concerns when ordering from Play.com

twisbrogan

Hello,

I wasn't sure where to post this so obviously move it if required.

On Friday my wife ordered £148 worths of 'bits' from Play.com. She has subsequently received an email from Play saying that because of the large value (!) she needs to ring up to up verify certain details and that she needs to have her credit card details to hand. She made the call and after asking for and checking postcode and order information they wanted to know credit card details. We were got past the last 4 digits, heading towards expiry dates and my wife wasn't comfortable with this and gave the phone to me.

As we had already broken out of the conveniences of online shopping, I've asked them to send another emailing detailing exactly what information they are going to need from us so that we can set a few boundaries.

Is this standard practice for Play.com? (if so, it begs the question, why)

What information would you/ should we be comfortable be giving in such circumstances (remember this is a call to a retailers customer service centre rather than a bank)?

TIA

Murtle

The same details you used to make the purchase. Though I might be inclined to phone them and offer them the details so that I know who I am talking to.

withabix

They do this at random and it is more likely if you are a new customer or if delivery is not to registered card address.

They are entitled to ask for the following details:

Card number
Name on card
Delivery address and registered card address
Expiry Date (and 'From' date, although this is very rarely asked for)
3 Digit number on card

All of those details are just as relevant to protect the retailer as they are to protect the customer.

It may be that Verified By Visa (or similar) was not working or they don't use it.

timbstoke

Agreed, as a new customer placing a fairly high value order, it doesn't seem unreasonable. Call them from the number listed on their website, rather than a number in an email, if you have any concerns.

poppy_f1

years ago i had to do this as it was a large value order and i had only made small orders before

zaksmum

I've ordered many times from Play.com and they've never done this to me. I wouldn't be comfortable with it either. They obviously already had the credit card details.