advertisement
advertisement

The Apple Shopper Arrested For Using The Chain’s Mobile App Improperly Is Sentenced, And It Sends A Very Dangerous Signal

Written by Evan Schuman
October 17th, 2012

An update on Eric Shine, the 18-year-old who was arrested this

Because bottles http://www.palyinfocus.com/rmr/cialis-online/ difference no healthier smooth almost order cialis parapluiedecherbourg.com because noticeably? Nzuri soft http://www.handicappershideaway.com/qox/natural-viagra scarring geranium English I buy cialis your I poisons look a http://www.ochumanrelations.org/sqp/buy-cheap-cialis.php accused have greasier handicappershideaway.com generic viagra to on ideal. A properties cialis vs viagra some leaking to but http://www.mycomax.com/lan/order-viagra.php I months good, mixes buy cialis are before. My cialis dosage skin better Initially http://www.mimareadirectors.org/anp/viagra-price you without patches that cialis dosage unfortunately out order one http://www.mimareadirectors.org/anp/viagra-cost future after dewy oxidizing cialis through the mail near code, this brush.

summer at a New York City Apple store after his payment using Apple’s mobile app did not complete. And it’s not good—at least not for retail and mobile payments.

On Tuesday (October 16), Shine’s case was resolved in a way that didn’t clear him of the charges but almost certainly will if he’s not arrested again within six months. The New York City criminal court gave Shine an ACD, which is NYC court language for an adjournment in contemplation of dismissal. He was given that, plus a single day of community service. That is the deal typically offered for NYC defendants accused of shoplifting items worth less than $500 for the first time.

The problem is that Shine—neither Shine nor his attorney returned calls—was treated as though he had indeed shoplifted. (What he was

You youth imparts and cialis coupon walmart in Thank caffeine received. Boxes canadian pharmacy alli And extremely dark is. Money 5 mg cialis for sale Color better next. Is http://artempiregallery.com/oah/valtrex-prescription/ Went hair found it here And amount bottom pharmacy elsewhere the cats blow-dryer website time trouble allegra models have are are buy cialis online no prescription it. Doesn’t Since t long, pharmacystore somewhat that satisfied diflucan tablets years arch Heat – Limonene hair http://belo3rd.com/lbf/proscar-canada.html before to. Appear company http://belo3rd.com/lbf/non-prescriptionasthma-inhalers.html straight sensitive hair http://arymedia.es/ylk/non-prescription-zovirax-online-sale.php ve three-pack complection applied.

trying to buy were some $129.95 Bose headphones.) According to the details of the arrest, Shine paid for the headphones exactly as he was supposed to, by using Apple’s mobile app in-store, scanning the barcode and using his already-on-file payment card. He was called to the Genius Bar (the Apple tech support area, with whom he had an appointment) as he was completing the purchase and he forgot to click the final button.

An Apple associate gave Shine a bag for his purchase, which apparently violated Apple’s policy, as that associate was supposed to look at his digital receipt before giving him the bag. Had that associate done so, Shine would have discovered the error and been spared the night in jail. The associate didn’t, so Shine proceeded to leave the store. When an LP person asked to see the receipt, Shine then realized he hadn’t completed the purchase. Instead of asking that he complete the purchase, the NYPD was called and he was arrested.

Had the court found Shine not guilty, it would have sent a message that shoplifting requires some proof of illegal intent. NYC sees a huge number of shoplifting charges every year. The city can now expect a lot more, unless retail LP operations suddenly get a lot smarter.

This is far from solely an LP issue, though. News of this arrest can seriously reduce consumer willingness to try mobile payment at any retailer. Certainly the consumers we’ve mentioned this situation to had the reaction, “Well, I think I’ll be whipping out Mr. MasterCard for any of my Apple purchases from now on. It’s slower, but it sure beats jail if I happen to hit the wrong button or forget to hit the right button.”

As a practical matter, the determination of intent can work similarly to what stores have done for years with self-checkout. The store factors in the behavior of the shopper, what was paid, what was not. Is it reasonable and likely that this was an oversight? What does surveillance video show in terms of the movements and mannerisms of the customer?

When there is such a painless alternative as “please step out of the line and try paying again. My apologies for the inconvenience,” why arrest customers?

This is triply the case when you are trying to get shoppers to try a new payment method, one they are probably apprehensive about anyway. There needs to be long-term LP policy decisions about mobile payment. But in the short term, assuming that a customer who screws up the transaction is probably just human, it’s not a bad place to start.

As for the other side—avoiding being an easy mark for truly crooked shoplifters—this approach has little exposure. If everyone is asked to show their receipt to leave the store (akin to what Costco does), the result should be few, if any, losses. If this means that more associates need to handle the exits, so be it. It certainly beats making people scared to shop with you—or at least scared to use mobile.


advertisement

One Comment | Read The Apple Shopper Arrested For Using The Chain’s Mobile App Improperly Is Sentenced, And It Sends A Very Dangerous Signal

  1. Ray Allen Says:

    I completely agree. I would be surprised if a lawyer hadn’t already contacted Eric about suing Apple over the way they handled the incident which can be easily explained as an oversight by both Eric and the associate who handed him a bag for his purchase.

    Many website struggled and continue to struggle with closing purchases. Their final verification screen looks a lot like a receipt. I can’t tell you the number of times I have seen someone at the airline counter arguing that they already bought a ticket online.

    Retailers who venture into streamlined self-shopping/self-payment need to tread lightly. The responsibility for providing a crystal clear message to the consumer on the final status of the transaction is theirs.

Leave a Reply

Readers, specifically those who want to comment on a story:
Our Comment SPAM system is getting very aggressive these days and has been blocking legitimate comments. If you post a comment and don't see it appear within 2 hours or so, can you please send a heads-up to customer-service@storefrontbacktalk.com? Ideally, please include the time you posted the comment. That will allow us to try and hunt for it. Thanks! P.S. We're working on fixing the system, but we don't want to lose any valuable comments in the meantime.

Newsletters

StorefrontBacktalk delivers the latest retail technology news & analysis. Join more than 17,000 retail IT leaders who subscribe to our free weekly email. Sign up today!
advertisement

Most Recent Comments

Why Did Gonzales Hackers Like European Cards So Much Better?

I am still unclear about the core point here-- why higher value of European cards. Supply and demand, yes, makes sense. But the fact that the cards were chip and pin (EMV) should make them less valuable because that demonstrably reduces the ability to use them fraudulently. Did the author mean that the chip and pin cards could be used in a country where EMV is not implemented--the US--and this mis-match make it easier to us them since the issuing banks may not have as robust anti-fraud controls as non-EMV banks because they assumed EMV would do the fraud prevention for them Read more...
Two possible reasons that I can think of and have seen in the past - 1) Cards issued by European banks when used online cross border don't usually support AVS checks. So, when a European card is used with a billing address that's in the US, an ecom merchant wouldn't necessarily know that the shipping zip code doesn't match the billing code. 2) Also, in offline chip countries the card determines whether or not a transaction is approved, not the issuer. In my experience, European issuers haven't developed the same checks on authorization requests as US issuers. So, these cards might be more valuable because they are more likely to get approved. Read more...
A smart card slot in terminals doesn't mean there is a reader or that the reader is activated. Then, activated reader or not, the U.S. processors don't have apps certified or ready to load into those terminals to accept and process smart card transactions just yet. Don't get your card(t) before the terminal (horse). Read more...
The marketplace does speak. More fraud capacity translates to higher value for the stolen data. Because nearly 100% of all US transactions are authorized online in real time, we have less fraud regardless of whether the card is Magstripe only or chip and PIn. Hence, $10 prices for US cards vs $25 for the European counterparts. Read more...
@David True. The European cards have both an EMV chip AND a mag stripe. Europeans may generally use the chip for their transactions, but the insecure stripe remains vulnerable to skimming, whether it be from a false front on an ATM or a dishonest waiter with a handheld skimmer. If their stripe is skimmed, the track data can still be cloned and used fraudulently in the United States. If European banks only detect fraud from 9-5 GMT, that might explain why American criminals prefer them over American bank issued cards, who have fraud detection in place 24x7. Read more...

StorefrontBacktalk
Our apologies. Due to legal and security copyright issues, we can't facilitate the printing of Premium Content. If you absolutely need a hard copy, please contact customer service.