Handeling Expired Credit Card Data

28 Feb 2011 - 10:34am
3 years ago
3 replies
1533 reads
jaimem
2010

I am researching and documenting a best practice for handling existing expired credit card data.

Our business (heavy e-commerce website) is migrating all existing data from one database to another and felt it was a good opportunity to do some house cleaning by removing expired credit card data.

I also see this as a good opportunity to put in place a good practice moving forward.

Here are some approaches or a combination that I have in mind:

1. Notify the user when logged in that they have an expired credit card and the data will be deleted from their profile after “X“ amount of days.

2. Provide disclaimer in their payment profile that expired credit cards will be deleted from their profile after “X” amount of days.

3. Email the user to notify them that they have an expired credit card and the credit card data will be deleted from their profile after “x” amount of days.

Any ideas, suggestions or privacy concerns? Additionally, how many days after expatriation is a reasonable before deleting?

Thanks in advance!

Comments

28 Feb 2011 - 11:28am
jaimem
2010

For some reason my entire post did not include the following:

1. Notify the user when logged in that they have an expired credit card and the data will be deleted from their profile after “X“ amount of days.

2. Provide disclaimer in their payment profile that expired credit cards will be deleted from their profile after “X” amount of days.

3. Email the user to notify them that they have an expired credit card and the credit card data will be deleted from their profile after “x” amount of days.

1 Mar 2011 - 7:42pm
Krispian
2008

I think that best practices should always result in a positive user experience. Rather than just inform your customers that you are cleaning up your database, use this as an opportunity to invite your customers to update their payment information. I would do this at time that is convenient for them, i.e. when they log in, rather than sending an intrusive email that forces them to update according to your schedule.

For example, I like how Audible.com handles outdated credit card information. Even though the credit card I had on file with them expired ages ago, they did not bother me with an email at a time when I had no desire to visit Audible. Rather, the system patiently waited months and months until I logged in. Once I logged in, the homepage displayed a visually prominent div at the top of the homepage with a brief, friendly message and a considerate link to the relevant payment details page:

Let's check that credit card

Krispian, the visa card we have on file for you is incorrect or outdated. Please take a moment to update your billing information. Thank you.

Hope this helps.

2 Mar 2011 - 10:54am
jaimem
2010

Thanks Krispian!

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