1) Contact the customer to verify they placed the order. Let them know that your fraud system picked it up automatically and you are not accusing them.
2) Ask them to take picture holding their ID that matches the name on the order.
If those add up, it's probably legit. If they make excuses or get angry, it's probably fraud.
Side note: the country name is spelled Colombia. Minor detail but worth noting to help you out so you don't misspell it if you use in the email. 🙂
Founder of
Speed Boostr (Shopify optimization experts, theme customization, custom app development).
Creator of
Shopify Analyzer (first performance analysis tool for Shopify sites, free for the Shopify community).
Creator of
Order Automator (auto tag orders and customers + auto fulfillment + more automations).
More apps:
Theme Scientist (A/B testing),
Tip Jar (add a tip button),
File Optimizer (optimize CSS, JS, Liquid).
