Proveout FAQ
Questions:
1. I have clients abroad the UK. Can I use your system to
verify them?
Yes, you can. You can use our system for verify
your clients all over the world.
2. How do you bill your clients?
We sell so-called ProveOut credits.
When depositing money into your account you essentially buy ProveOut
credits. One ProveOut credit equals one US dollar.
We bill you for a complete calls only. A call is considered to be complete
if your customer picked up the phone and call's duration exceeded one
second.
We work on a prepay basis - you can deposit any sum into your account using
one of the payment methods that we offer (credit card payment, e-gold, wire
transfer).
When a verification call is initiated, ProveOut holds a certain sum of
money that equals the cost of one verification call to a specific destination.
If the call's status becomes 'complete' ProveOut debits your account for this
sum.
If the call's status is 'failed' we won't debit your account and will return the amount
that was held.
3. How does the verification process look like?
The
process is straightforward for all users. At any stage you want (at the stage
of registration, payment etc.) your customer is asked to enter their telephone
number and make the phone line available. After he/she presses the button
"Submit a call" (or "Call me now" or something like that) a verification call
is initiated. Your customer picks up the phone and listens to a greeting
message. Then he/she is asked to enter a certain PIN code on your site or using
their phone keypad (depends on the chosen call type). Within several seconds
after your customer hangs, our system processes the call.
4. What information about my client do I get as a site owner after
telephone verification is complete?
After a verification call is
complete you, as a site owner, get the following information:
- the user's country by phone area code,
- the user's city or area by phone area code,
- the user's phone number type (landline, mobile, cheap DID),
- the results of telephone verification (whether the PIN code entered by a client matches the PIN code provided during the verification process).
There is an optional feature helping to identify the user's IP address and country by IP. You too can use it. top5. What happens if my customer doesn't pick up the phone?
In this case your customer is prohibited to make the next step while
surfing the site (to register, to order a good/service etc).
6. What happens if my customer entered the wrong PIN code?
The next course of action is up to you. You can disregard it and let your
customer continue using your site (in case the customer's attempt to enter the
digits is enough for you). On the other hand you can prohibit them for using
your web service.
7. Is it possible to play a custom voice message in another
language e.g. German?
Yes, it is possible to play a message to your
customers in any language you want. The only thing you have to do - send us
your recorded custom message as a wave file and we will attach it to your
account (play it for your customers).
8. My website supports multiple languages. How does your system
select the right one for a certain client?
There are a couple of ways to
pass our system a request to play a custom message in a certain language. The first
one is to identify the correct language according to the phone area code. Also,
we can determine the language to be used using one of the variables that you pass
on to us when creating a call (e.g. your customer himself chooses the appropriate
language in the verification area or it is determined by the site language
version).
9. I want to get orders only from clients calling from landline
phones. Can your system filter mobile and cheap DID numbers?
Yes, it
can. It has a feature helping to identify the phone number type. So we can filter
mobile and cheap VoIP DID numbers and process calls for only landline
numbers.
10. What is "call type"? What call types do you support?
A
call type is a kind of verification scenario. Currently we have five call types:
Call type #1. After establishing a connection with a customer, the system plays greeting message, dictates certain PIN code consisting of digits and asks the customer to enter these digits using their phone keypad.
Call type #2. After establishing a connection with a customer, the system plays a greeting message and asks the customer to enter a certain PIN code presented on client's website using their phone keypad.
Call type #3. After establishing a connection with a customer, the system plays greeting message, dictates certain PIN code consisting of digits and asks the the customer to enter the PIN code on client's website.
Call type #4. This call type is similar to the other types. The difference is in informing the customer about the results of verification by phone by playing corresponding message (e.g. "You are verified successfully" or "Verification failed") within the verification call right after the customer entered PIN code. If the PIN codes don't match, the system gives a second opportunity for the customer to enter a valid PIN code and so on. The number of attempts the customer gets before verification fails can be set via the API.
Call type #5. The main difference between this call type and the other types is in the customers themselves call ProveOut.com in order to pass the verification procedure. We will provide phone number for you. Its cost depends on the country where we purchase the phone number for you; for the majority of countries it is about $10 per month. The customers dial the provided phone number, listen to the voice menu and press certain buttons using their phone keypad (confirmation code or access code, enter order number or any other information). The call price depends on the country where the dialed phone number is located. We charge the lowest price for the call to that country according to our price list. For example if your phone number is located in Brazil. In this case a verification call will cost $0.15 as it is the lowest price for this country according to the price list.
top11. What is voice recording? How can I use it?
Each call
type can be supplemented with an opportunity to record a customer voice
message. Both verification and voice recording can be done within a single
call. Your customer's recorded voice can be used in order to prove that he/she
had actually ordered something on your site. So your custom message can contain
a request to say the customer's name, confirm debiting their bank account by
voice or any other information.
12. How long does the whole process of verification take?
Usually it takes less then one minute (about 20-40 seconds).
13. How many concurrent calls does your platform support?
This depends on the call destination to some extent. Our platform
confidently supports about 40-50 calls (under the worst conditions) and about
200-300 calls (under the best conditions). But we've got the capacity to
increase our technical facility if needed.
14. How many concurrent requests can I send?
The quantity of concurrent requests is equal to the number of concurrent
calls multiplied by 1.5.
15. Can I schedule a verification call?
Yes, you can schedule a verification call in order to initiate at any
particular time (convenient for the customer).
16. I want to test your system. What should I do?
First, you have to open an account at ProveOut.com. All relevant
documentation about Proveout.com services can be found in the ProveOut members
area. When you register with ProveOut we deposit $10 into your account that may
be used for testing purposes. After you use up your initial balance you have to
add funds in order to continue using the service.
17. How can I connect to your system?
You will have to implement a simple verification script in your site and
deposit some money into your account. This is enough to start verifying your
customers and begin protecting your site from scam and unauthorized access.
18. How long does it take to integrate your system?
This depends on your platform and system requirements. Depending on this,
the integration of our service can take from a couple of hours up to a couple
of days.
19. I want to verify my users by phone but I cannot/don't want to
implement a verification script on my site. What can I do?
We have
developed a feature that enables you to email us a request to verify your
customers. So you put your customer's email address in the subject line and
send to ProveOut.com. We add a unique verification link to the email and send
it to the customer. He or she accesses a special Proveout.com webpage using the link
in the email, he/she enters their name and phone number and passes phone
verification as usual. The results of phone verification are automatically
emailed to you and also can be downloaded from ProveOut.com members area.
20. What happens if ProveOut isn't able to process a call?
Such a situation can occur where it is your customer's fault (the line was
busy, the customer provided the wrong number etc). In this case a verification
call can be scheduled (your can preset any number of consecutive calls with any
interval and program our service do not to process the transaction on your site
untill your customer picks up the phone).
On the other hand you can verify him/her with the help of another means
e.g. ask for a fax number or a scan of both sides of their credit card, ask for
a scan of their passport etc.
the ProveOut service is very much unlikely to be inaccessible due to
technical problems. We use the system of a VoIP gates rotation system. This
means that if one gate cannot process a call it is automatically switched to
another gate and so on (by the way thereis no delay in call processing).
Moreover, we have several servers in Europe, the US and Asia that provides
service availability 24/7/365.
21. How much fraud does your system reduce?
All the information concerning the personal data of our clients, their
business and customers is protected by our Privacy Policy. They aren't obliged
to inform us on how much fraud is reduced by our telephone verification system.
But we strongly believe that our service is of great help as they continue
using it ;)
22. Should I place a ProveOut logo on my website?
Yes, you should. Firstly, this is mentioned in our Terms and Conditions and thus is indispensable condition of the ProveOut membership. The next reason consists of the notification both your clients and scammers that the telephone verification is used on your site. This will attract the former and deter the latter.