上个周末，去市中心逛商场，给老婆挑中了一件裙子，比较喜欢。很不巧，老婆的号没有了，售货员给了我一本他们公司的Catalog ，让我自己打电话或网上定购，这段时间Summer sales ，网上订购不收寄费。
昨天在网上下了order，用的American Express 卡。立即收到了email 的确认， 如下：
Thank you for your order
From: dELiA*s ([email protected])
Sent: Wed 6/18/08 12:43 AM
To: [email protected]
Hello Mr. -----, | |||||||||||||
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Please note: When shipping to a Canadian address, duties and taxes will be processed and collected through Canada Customs at time of pick-up. In order to stay compliant with Canadian postal regulations, a clearing fee of $5.50 will be assessed. Due to this temporary change in our delivery process, we will be issuing a credit back to your card for this fee. This credit will appear on your credit card within 3-5 business days after your order has shipped. |
这封信没有任何问题。我点了里面的连接，是在Delias 网站上我的order ，一切都是对的。后来产生怀疑之后，我检查了里面的电话，邮件地址，都没问题。
收到这封信三个小时之后，又从客户服务收到了一封信，要我传真过去我的信用卡（正反两面）和ID ，并要持卡人写一封证明，证明购物金额，要有签名，一起传真过去。来信如下：
Important Message Regarding Your Recent Order (KMM4786960I2072L0KM)
From: Delias Customer Service ([email protected])
Sent: Wed 6/18/08 4:41 PM
To: [email protected]
Dear dELiA*s Customer,
Thank you for shopping with Delia's. Your order E6166059 has been received and is being held for additional verification purposes.
We can verify your order via fax if it is easier for you. However, we are unable to verify via e-mail. We will need for you to fax us a copy of the front and back of your credit card along with a copy of your photo id. We also need a written statement from the credit card holder verifying the amount of the purchase and the signature of the credit card holder. Please make sure that everything in the fax is clear and easy to read. You can fax this information to 001-614-818-2730 or call us at 001-614-891-8354.
Please contact us no later than 7/2/08 or your order may be canceled.
Thank you,
Naomi
Order Management Services
对这封信，我觉得比较奇怪。我网上买东西不下百次，从没遇到要求网下验证信用卡的情况。不过，这不是兄弟第一次在美国买东西吗？也难说人家美国有什么特殊的政策，需要验证一下第一次网上购物的人的卡号和ID 。更何况这封信是和订单确认信从一个地址发来的，感觉不会是假的。
刚好我还有其他的事情要和他们商量。我下订单的过程中，给过这个信息，东西out of stock ，要27 号才能寄给我。我30 号离开，很有可能来不及收到包裹。我就想，能不能催他们一下，让他们提前寄给我。于是就写了回信，提出了我的要求。很快，他们回了信，说不可以，东西没有现货，必须等到27 号。
我每次出差，都要给老婆买礼物。这件裙子觉得老婆一定会喜欢，所以倒也不愿意cancel 了。于是和他们又交换了几次email，让他们把shipping address 改成留给他们的在法国的billing address。他们答应了，确认了shipping address 。这段时间是sales ，说的邮寄不要钱，寄到法国，我还担心他们会提出邮费的事情，结果他们什么都没说。
其间，交换了三次email ，只有一次又提到了传真给他们信用卡确认的事情。如下：
RE: Important Message Regarding Your Recent Order (KMM4787473I2072L0KM)
From: Delias Customer Service ([email protected])
Sent: Wed 6/18/08 6:51 PM
To: [email protected]
Hi Mr. --------,
Thank you for shopping with Delia's. We have modified your billing address to now be your shipping address. Your order, E6166059, has been received and is being held for additional verification purposes. We can verify your order via fax if it is easier for you. However, we are unable to verify via e-mail. We will need for you to fax us a copy of the front and back of your credit card along with a copy of your photo id. We also need a written statement from the credit card holder verifying the amount of the purchase and the signature of the credit card holder. Please make sure that everything in the fax is clear and easy to read. You can fax this information to 001-614-818-2730 or call us at 001-614-891-8354.
Please contact us no later than 7.1.08 or your order may be cancelled.
If you have any other questions or comments please email or call us at 1-888-533-5427 from 8am to 12am EST, 7 days a week. We appreciate your business and are pleased to be able to assist you.
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http://store.delias.com/browse.do?categoryID=428&sidenavTrack=apparel.pants&_QQ=9-1489
Thank you,
Allison
dELiA*s Customer Service
给我写信的人换了两次，刚开始是Naomi, 然后是Allison ，然后是Jenna 。我感觉这是正常的，大公司的客户服务，很多人在接电话，或回email ，谁拿到了，就立即处理。这个牌子也没问题。Delias ，一个年轻姑娘服装的品牌，在好多shopping mall 里都有店。他们的网址是 www.delias.com 和 Store.delias.com 。
刚开始我还是有些怀疑，但在交流的过程中，这些疑虑就被打消了，或者是忘记了。在交流过程中，我答应明天给她们发传真。
今天下午，我复印了信用卡正反面和护照，还写了一封confirmation 信，签了名，去找秘书，要她给传真过去。
秘书很惊讶。她说这是不可能的。在美国任何人都不可能要求你把信用卡的正反两面都给他，更不会同时还索要签名。她说肯定是有人在网上截获了我的订单信息，然后和我交流，骗取信用卡号。
这也是，我以前打电话买过东西，给对方信用卡号，但从来没有要过security code 。如果复印件给他们，security code 不就给他们了吗？
秘书立即在网上查了delias的客户服务电话，和确认信里的那个电话是一样的，让我打电话给他们。
我打了电话，说明了我的情况，问为什么需要传真我的信用卡号和护照来验证订单。对方问了我的姓名，billing address ，密码，确认了我的身份后，检查了我的订单，告诉我，我的订单一切正常。没有任何问题。我问了我的shipping address 是不是法国的地址，小姑娘说是。我又问了一遍，关于这个订单，还需要我做什么吗，小姑娘说，不要。
我立即给前面的email 又写了一封信，说了情况，告诉她们我不能把信用卡传真给她们，也告诉她们我打了公司客户服务电话，公司确认了我不需要再做任何事情。当时是下午3 点，到现在为止，我没有收到任何回信。
事情就这么奇怪。地址改了，就说明前面的email 联系是和公司的客户服务在交流。按道理，公司不应该网下索取我的信用卡号和签名。订单也是没问题的。难道是公司内部有人在做非法的事情？前后换了三个人，也感觉不会很多人一起做这样的事情。
是不是就是因为我是海外订单，第一次在美国网上使用信用卡，需要验证？有这样的可能吗？
大家发表一下高见，说说可能是怎么回事？
2008.06.19
