Fraud alerts

Solved
Excursionist
11 1 1

I have had two large sales in the last week that have triggered fraud alerts. Both shipping addresses were far from the IP address and neither phone number checked out. I did receive and email back from one confirming the billing address that had been flagged as wrong. I won't ship either order. But my questions are:

 

1. Do I issue refunds?

2. If not how do I deal with the charge which seems to have gone through?

 

Thanks! Lonny

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Shopify Staff
Shopify Staff
855 47 148

Hey, @Lonny_Jarrett!

 

It's good to see that you're actively working towards reducing the chances of fraud from happening in your store by reviewing and following up on the fraud analysis tool. If you're choosing not to fulfill the orders, then you will need to refund the orders to ensure the funds are placed back on the customers' credit card. Failing to refund the order could result in a chargeback dispute being placed against your store, which will incur a chargeback fee and end of costing you more in the long run. 

 

If you're unsure of how to refund the orders, I'd recommend reviewing our help doc here! If you do have any questions, or run into any issues, let me know. 

 

 

Peter | Social Care @ Shopify
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Excursionist
11 1 1

The sale was for $321.00 and I'm trying to refund that. but i get a red alert "You cant refund more funds than are available.' I dont get it.......Help please? Lonny

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Shopify Staff
Shopify Staff
855 47 148

@Lonny_Jarrett 

 

That is strange! Would you mind sharing a screenshot of what you see when you attempt to refund the order while blurring out all sensitive information? 

Peter | Social Care @ Shopify
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Excursionist
11 1 1

OK Got it! Thanks.......

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Excursionist
11 1 1

I entered whole amount under "refund shipping" Duh......Took care of it....Thanks for speedy service...

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Excursionist
11 1 1
Hello Peter I just received this and it looks like Im being charged a
penalty because I had to refund 2 fraudulent sales????? one was for $400
the other for 321. Why on earth am I being charged because people tried to
steal from me and I took care of it in the proper way/// Please
clarify..Lonny

*Payout: Oct 16, 2019*

Export

*Total*

$-388.10

Paid

LEE BANK

••••••40 (USD)

Gross

Fees

Total

Charges

$321.00

$-9.61

$311.39

Refunds

$-721.00

$0.00

$-721.00

Adjustments

$21.51

$0.00

$21.51

Transaction Date

Reference

Transaction Type

Amount

Fee

Net

Monday at 12:10 pm

#1445

Adjustment

$11.90

$0.00

$11.90

Monday at 12:10 pm

#1445

Refund

$-400.00

$0.00

$-400.00

Monday at 12:08 pm

#1446

Adjustment

$9.61

$0.00

$9.61

Monday at 12:08 pm

#1446

Refund

$-321.00

$0.00

$-321.00

Monday at 2:24 am

#1446

Charge

$321.00

$-9.61

$311.39
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Shopify Staff
Shopify Staff
855 47 148

@Lonny_Jarrett 

 

From the looks of it, this is indicating that we will be deducting the amount of the refunded orders from a future payout which is normal behaviour as the funds were initially paid out to you, however; once refunded, we would need to retrieve those funds to ensure they are placed back on your customers card. 

 

To confirm, you processed refunds for two orders? How much were the orders? Is there a difference between the order values and what is being withdrawn? If you're unsure, then let me know as I can verify your account so I can take a look. 

Peter | Social Care @ Shopify
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Excursionist
11 1 1
One sale was 400 (10/9) and one 321 (10/15). Thats the amount I
refunded.......
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Highlighted
Shopify Staff
Shopify Staff
855 47 148

Thank you! In that case, the information you provided above would make sense as the total amount to be deducted from your account would be $721. Any credit card fees or transaction fees charged to you would be refunded back to the account. Processing the refunds will also ensure that a chargeback can not be opened against you should the order have turned out to be fraudulent. 

Peter | Social Care @ Shopify
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 - Was your question answered? Mark it as an Accepted Solution
 

To learn more visit the Shopify Help Center or the Shopify Blog

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