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It's an interesting idea, but what if it's an error on your part and not the user? There's no real channel for reverting the hellban once issued since you've p
by 4lun 14y ago
It's an interesting idea, but what if it's an error on your part and not the user?
There's no real channel for reverting the hellban once issued since you've pretty much permanently assumed the user is malicious and can't be trusted.
A few cases I could think:
- User loses card and cancels it, but finds it again and uses it without realising.
- A single piece of information the user has provided is wrong, but the user repeatedly resubmits without realising. Eventually you hellban them, but they're actually a legitimate customer who made a mistake, but now you can never have them as a customer and might be feeding false positives to them and ignoring their calls for support after they fail to receive the product.
In the end, it doesn't seem like you're saving yourself (you mention Walmart as the one that usually suffers) and from my point of view you're shooting yourselves in the foot, as you could accidentally hellban a legitimate customer which could result in a bad reputation.
- manojlds 14y ago> and nothing stops a promising career in white collar crime in its tracks quite like a decline in the Walmart checkout aisle with $5000 of merchandise in the cart. It is not Walmart that suffers, but the thief trying to use a stolen / fraudulent card at Walmart that suffers. OP mentions it is a automatic and manual process of hellbanning. I am sure they will have the corner cases covered.
- plusbryan 14y agoThat's correct - I'd suggest flagging for immediate attention based on activity bounds beyond the norm (3 declines from different cards for instance) and then hellbanning if appropriate. Obviously we'd never want a situation where a real user ended up hellbanned, so the final decision is left up to a human.
- 4lun 14y agoOk that seems more realistic, the actual process is key, I assumed it would be automated with no human intervention.