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?
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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.
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?
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 Is there a difference between the order values and what is being withdrawn?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.
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.
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