A potential customer had their ordered immediately refunded and marked as "fraud" when they ordered

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I'm wondering if anyone can help me with this security related inquiry I have.

A potential customer reached out to me and told me that they tried to order from my site, but it immediately got declined, refunded and marked for a fraud/scam by their respective bank (haven't asked which one yet).

My site has its SSL badge and has done over 300 orders, so I really don't know why it is happening or the extent to which it is, but I am just wondering if anyone has had this before or has any tips.

Thank you so much.

I can't be the only one who has dealt with this before hahaha.