It could have happened to anyone. She brought the extended family together, took everyone out to a fancy dinner in the big city, and insisted on picking up the tab. She’d just landed her dream job, and this was her chance to show everyone she’d made a success of herself. She didn’t expect to have to ask someone else to pay because her credit card was declined. It wasn’t her fault; her account was in good standing.
But the out-of-the-ordinary transaction triggered an alert, a rule kicked in, and the charge was blocked. The experience was horrible.
Incidents like this are far too common. When a false positive happens, it’s a sign something’s broken in an organization’s fraud prevention system. Good
customers should never be punished for good behavior, and good companies should never lose trust—or business—because of a poor-performing fraud solution.