How to Spot It In-Store and Over the Phone. How to Stop It.
THE SCAM | THE WARNING SIGNS | YOUR DEFENSE |
Scammer places a large order, pays, takes product same day or shortly after, disappears before payment fails. | • 1st Time customer, large order • Unusual urgency or story • Does the sale sound too good to be true? • Check or unmatched card • Can't verify identity/business • Resistant to your process • Phone: won't call back / verify | ✓ Verify ID + payment before release ✓ Confirm checks with your bank ✓ Phone: call back on verified number ✓ Added due diligence on new customers ✓ Document every cash & carry pickup experience |
RED FLAGS — KNOW THESE WHETHER YOU'RE FACE-TO-FACE OR ON THE PHONE
If you see two or more of these during a single transaction, do not release product until you have verified payment and identity. No exceptions.
ABOUT THE CUSTOMER:
1st time customer that you’ve likely had no prior interaction with
If they claim to be associated with a business they’re purchasing on behalf of, verify their association and the legitimacy of their entity.
Alternatively, the person picking up the order is not the same as the person who called or paid. May be a “mover”, “driver”, “installer”, etc.
They're phone calls urgently requesting large quantities of luxury vinyl plank (LVP) or similar flooring for same-day pickup.
Does the sale sound too good to be true? Or too easy? With no customer interest in the product details.
ABOUT THE PAYMENT:
If the card or banking details don't match the buyer's name or the business on their order. Verify the connection prior to collecting any payment.
The billing address or credit card zip code is far from your business’ location or the supposed job site the intended supplies are for
Phone order paid by card: they can't answer basic cardholder verification questions.
ABOUT THE INTERACTION:
Common phrases — "I need this today," "my crew is waiting,", "the job starts tomorrow."
Phone order: they call back repeatedly asking if the order is ready for pickup
Phone order: they refuse to come in to pay in person, or want someone else to pick up on their behalf
Requesting large quantities of LVP flooring and have no interest in the relevant product details
WHAT TO DO IF SOMETHING FEELS OFF:
On the phone — tell the caller: "I need to get a manager involved before I can confirm this order. Can I call you back at your business number in the next few minutes?” Then independently verify the number before calling.
Step away from the floor or put the caller on a brief hold and alert your Floorzap Payments Risk Team
If a payment link has been sent to the customer already, void the invoice within Floorzap to prevent attempts to be made. This can easily be done and resent once verified.
Steps to Void Floorzap Invoice: Under “invoice actions” > “Void Job”
Leave note stating: suspected "cash & carry" scam, etc.
Do not release the product while waiting. Do not confirm that the order is ready over the phone until verification is complete.
Keep a paper trail. More documentation, the better!
If you believe fraud has already occurred, flag the transaction in Floorzap, contact your bank's fraud line, and file a police report if product has left the store.
SIMPLE TIPS THAT CAN HELP PREVENT:
These straightforward rules make your store a hard target:
Set a dollar threshold for cash & carry orders that require sign-off (e.g., $500+ for any new customer) — applies to phone orders too.
Use Floorzap to build complete customer profiles before processing large orders — an incomplete profile is itself a warning sign
Pay close attention to the customer profile they provide (shipping/delivery address) and the story they tell
For phone orders over your threshold: always call the customer back at an independently verified number before processing.
Does the sale sound too good to be true? Or too easy? With no customer interest in the product details.
Establish a check hold policy: product does not leave until a check has cleared. Post this at the register.
If applicable, require card-present transactions at pickup on all orders above a set amount.
Train every team member, not just managers. Scammers target newer or less experienced staff on purpose, and phone orders make it easier for bad actors to slip through.
Post a visible notice at the counter: "First-time cash & carry orders require ID and verified payment." This alone deters many opportunists.