Hey there, @brightlife
Bo here from Shopify Support!
Great Question. While we would never directly advise a merchant on whether to fulfill an order or not, we can absolutely provide you with some more info and tools here so you can make your own choices with as much certainty as possible.
I just wanted to take the time to explain what is meant by "Characteristics of this order are similar to fraudulent orders observed in the past". Shopify’s risk algorithms take into account all orders placed on Shopify. These machine learning algorithms look at characteristics beyond the indicators shown on the order so merchants can take advantage of the large pool of orders that have been placed platform-wide. We do not have details of these characteristics. We do, however, see most of these orders result in chargebacks. Please read up on chargebacks here.
One thing you can do for sure is install our own, free, Fraud Filter app to expand on the existing risk analysis tools in your admin. Further to that, we have some good general fraud prevention tips you can check out to give yourself further context of whether to fulfill or not. If this becomes a common occurrence for you, you might also want to consider the Signifyd app for chargeback prevention (there are charges associated with using this app).
Let me know how this goes and if there is anything else I can assist you with, I'm happy to help!
All the Best,
Hi @brightlife, just to add two points to what Bo has said to increase the security of your store:
a) Ensure that customers enter their ZIP code and their CCV properly. This can usually be done in the settings panel of your payment provider
b) I highly recommend installing "FraudBlock", which automatically cancels "high risk" orders so you don't have to worry about fulfilling them: https://apps.shopify.com/fraudblock-fraud-prevention