When a customer is calling in and needs to access anything sensitive - including; placing orders, checking order statuses, changing account details – they need to have passed security.

Any two of the following will do:

• Email address
• Billing or shipping address (either default or, on most recent order)
• Order number associated to the account with the given email address

We still cannot be sure that the customer is who they say they are, but taking two of the following is classed as ‘beyond reasonable doubt’.

It’s important to note that a customer cannot call up and place orders on his partner’s account, regardless of marital status or shared a surname. If a customer is calling to place an order on partners account, you need to ask them to put the partner on the phone to verbally confirm that they are okay with this.

There are some weird exceptions to this, but if you’re not sure, definitely check with a manager, and definitely don’t give out any information.