fraud risk

[wllm_slzr]

hi, I am having issues with the fraud risk and it keeps cancelling the orders, even when i manually set to order it keeps cancelling. I also purchased from my store to see how the process goes. its good on the customer side but i just don't understand what i am doing wrong i change my settings turn a few of them off and still the same. the only thing i can do is cancel the order and refund and have them order it again. any advice would really help me out.

thank you in advance guys.

[Empirewaredrobe]

Most likely they have a high charge back rate. What ever card they are using needs to have these things 

• Address that match billing address to customers card 
• Name That matches card 
• Zip Code that matches the card 

A high-risk Shopify order is any order that the card owner has not authorized. Most likely also when the card is swiped shopify grabs the ip address of the customer, if the card holder is located in the USA and he is trying to purchase from Nigeria for example its will come up as fraud. Customer Service could be more of a help because they can physically can look at the back end of these things  

[dylanpierce]

Hi @wllm_slzr 

It sounds like you're saying that high risk orders are cancelling automatically.

By default, the fraud risk on an order will not automatically cancel it. It needs to be either manually canceled, or an automation through Shopify's Fraud Filter, or Shopify Flow or a 3rd party app like Zapier is set up to cancel high risk orders.

Is it possible you have any of those set up to do that?

You should also see in the timeline of the order itself what canceled the order. This should give you at least a trail to start diagnosing this from.