Can credit card security code CSV be retained? Pet food order not placed processed.

pinkcloud

I was clicking around pet food websites looking for the cheapest price when a discount code I had for one of them did not work making it more expensive so I abandoned it. I was shaken when a confirmation of order email with a charge to my credit card came in and I emailed them straightaway saying I hadn't placed an order. They pressed on with the order insisting I had placed it. They then sent me a despatch notice and I emailed again saying I had not placed an order.

Eventually, in saying I had abandoned it once the discount code had not worked, I said that I had not even gone to the payment section on their site. They then said that they had retained my credit card details from an order I had made some time previously (for which I had not given permission and never do and now use PayPal) and they were able to complete the transaction because they had also retained my security code CSV. Should they?

InsideInsurance

They shouldnt retain the CSV code but they dont need it to do a transaction. I'd more wonder if this is a case of a call centre operator not understanding how their own system works behind the scenes than them actually retaining data that they shouldnt.

pinkcloud

Thanks but there's no call centre operator involved.

SuperHan

Probably the above. I'm guessing you asked them how they had your CSV, and they probably didn't know what you meant and said they had retained it thinking it was part of the details they had retained. (By call centre operator, the above poster means the person answering your e-mails as they are equivalent)

Amazon are a notable online retailer who never ask for the CSV code, and are proof that it is not required for a transaction. However, it is an additional security step, and I believe a chargeback will be easier if the retailer has not used this code.

Bantex_2

Amazon seem to save card details.

pinkcloud

SuperHan wrote: »

Probably the above. I'm guessing you asked them how they had your CSV, and they probably didn't know what you meant and said they had retained it thinking it was part of the details they had retained. (By call centre operator, the above poster means the person answering your e-mails as they are equivalent)

Amazon are a notable online retailer who never ask for the CSV code, and are proof that it is not required for a transaction. However, it is an additional security step, and I believe a chargeback will be easier if the retailer has not used this code.

Thanks but it wasn’t like that. I was trying to impress on them that I hadn’t placed an order and that I had abandoned it once the discount code had not worked. I said that I had not even gone to the payment section on their site. They then said that they had retained my credit card details from an order I had made some time previously (for which I had not given permission and never do and now use PayPal) and they were able to complete the transaction because they had also retained my security code CSV

InsideInsurance

pinkcloud wrote: »

They then said that they had retained my credit card details from an order I had made some time previously (for which I had not given permission and never do and now use PayPal) and they were able to complete the transaction because they had also retained my security code CSV

As already said, it is likely the company representative doesnt know how their system works and there are no stored CSVs

You'd need to read the terms of the site to see if it says about storing card details for future orders. If it doesnt then you can complain and escalate the matter to the ICO if you arent satisfied with their response (just the general storing of card details not explicitly the CSV)

SuperHan

pinkcloud wrote: »

Thanks but it wasn’t like that. I was trying to impress on them that I hadn’t placed an order and that I had abandoned it once the discount code had not worked. I said that I had not even gone to the payment section on their site. They then said that they had retained my credit card details from an order I had made some time previously (for which I had not given permission and never do and now use PayPal) and they were able to complete the transaction because they had also retained my security code CSV

I don't think you read my post properly.

I think they were mislead when they said they had your CSV code. They do not need this to complete the transaction.

You may not have finalised the order, but they have stored sufficient card details to carry on.

Browntoa

up to the retailer if they want to set a minimum level that requires a CSV

LilElvis

Bantex wrote: »

Amazon seem to save card details.

I checked by going into my account and selecting the choice to add a new card. The one thing it didn't ask for was the csv number, which surprised me. I don't recall ever being asked to supply it, even when making purchases that cost several hundred pounds, so they are obviously content to process transactions without it.

shaun_from_Africa

Amazon don't ask for the csv number when adding a new card to your account as the registered name and address hasn't changed.
They do normally require it when you add a new shipping address.