How do I refund a customer from the Philippines?

[Alexis313]

My store somehow received an order from the Philippines, but it wasn't in our list of countries and now Shopify has our payments on hold because of it.  The order has also been flagged for fraud.  How do I resolve this?  

[Beacon-Jason]

Hi @Alexis313 

Was the hold a result of a chargeback you received from the order? If so, then you will need to submit evidence of proof of shipment and any other evidence to show you sent out the item. I've written about this in the past, which you can read here. https://blog.lizuna.com/how-to-deal-with-a-shopify-fraudulent-chargeback-case/

Otherwise, if you have yet to send out the order, you can just initiate a cancel and refund the payment as soon as possible.

You might want to also install an app that can block orders from certain countries in the future.