How to handle high fraud orders with identical billing and shipping addresses?

[buyxnow]

Can anyone tell me how to handle this order?

Billing address
Same as shipping address

Shopify marks it as: high fraud

[welcomebrand]

If it's flagged high fraud, I just cancel it and don't notify them. No questions, no exceptions. 

If they get in touch, I tell them it was automated and they would need to try again but use a different payment method but we've had some in the past where it's looked like it might be an error flagged as high fraud and we've shipped stuff only to get a chargeback later so we just trust the analysis rating now. 

[Beacon-Jason]

HI @buyxnow 

It's really up to you to decide if you want to process this order or not, but from our own experience, Shopify high risk flags are pretty good indication that it's highly likely fraudulent.

Our recommendation is to just cancel the order. Otherwise, you might want to do further investigation on this customer and/or contact the customer directly by phone and confirm with them to see if they have legitimately placed an order on your site.

There are quite a few resources available on how to better protect yourself, I'll share a link below. 

https://help.shopify.com/en/manual/orders/fraud-analysis

I hope this makes your decision easier.

[Greta]

Hi, @buyxnow!

Great question. Shopify uses different indicators when analyzing orders, and not just the shipping and billing addresses. Ultimately, you will have to decide whether you want to fulfill the order, but the recommendation is to cancel it. If you wanted to investigate the order before cancelling it, you can check out this help document for tips on how to do so. 

Let me know if you have any other questions and I'd be happy to help!

[buyxnow]

I contacted the customer, they said they were on a business trip, maybe that's why their order was fraudulent.

[Greta]

Hi, @buyxnow!

Thanks for sharing that update. It's definitely possible that their scenario would lead to the order being flagged. Ultimately, it's still up to you to decide if you're comfortable fulfilling the order. If not, you can cancel and refund it. 

Let me know if there's anything else I can help you with!