Verify customers using Easy Card Authentication

Our easy card authentication (ECA) has been built for merchants selling physical goods, to verify your customer is genuine before you ship an order that appears suspicious.

How it works

Pin Payments adds a short random code to the start of the text that appears on your customer’s online banking statement. This allows you to request the customer provides the code to you before you’ll ship the goods.

Please note: Verifying a customer with ECA is a manual process that requires either emailing, texting, or phoning the customer.

Follow these steps to verify a customer:

  1. Locate the customer’s charge in your Pin Payments dashboard and take note of the Verify customer button.

Verify Link

  1. Contact the customer, and ask for the short random code that’s on their bank statement.
  2. If the customer responds with the code, click the Verify customer button.

Verify Prompt

  1. Enter the code provided and click Verify Code to learn if the customer is genuine or not.

Verify Reponse

  1. If the customer doesn't respond with the random code within a reasonable timeframe, you might assume the order is fraudulent, choose not to ship the goods and refund the cardholder.

When should you use ECA?

Verifying your customer using ECA can be useful when:

  • You receive an unusually large order from a customer
  • Details of an order appear to be suspicious
  • You sell expensive items and want to verify the first order from a new customer

If the code doesn’t match

If the customer is unable to provide you with the correct authentication code and you suspect the transaction to be fraudulent, you should refund the charge, and cancel the order.

If the genuine cardholder disputes the charge and the charge was not already refunded, you may be liable for the dispute administration fee on top of the original charge value. Once a charge has been disputed, you should not attempt to refund the charge.

Unable to find the answer you need? Contact our team for assistance.
Pin Payments acknowledges the Traditional Owners and Custodians of the Country throughout Australia and recognises their continuing connection to land, water and community.
We pay our respects to Aboriginal and Torres Strait Islander cultures, and to Elders past and present.