Orders with Shop Cash Redeemed - not showing full Fraud Analysis

[tanya12]

Hi guys, since Shop Cash was launched in Canada, we have noticed that 3 of the fraud analysis checks are always unavailable when Shop Cash is redeemed on an order, these are: 

Card Verification Value 

Billing address or credit card's address

Billing address zip or postal code

Generally with Shop Pay orders, we're able to see most of the fraud checks but whenever Shop Cash is redeemed on an order, those 3 are now consistently greyed out. 

We do contact customers for verification if something is off about the fraud analysis, however without these checks being fully returned, we need to contact more customers who are probably legit, holding up their orders (as now we can't know for sure).

Shop Cash has been around for a while in the USA and for us, we have only had a few Shop Cash orders on our shop here in Canada. Has anyone else who gets a lot of Shop Cash orders noticed this happening? Or, do you see a full fraud analysis on your Shop Cash orders? Trying to figure out if this has been just the specific orders placed so far on our store, or if it is a common thing. Shopify support doesn't seem to know. 

Thanks for your help! 

[Victor]

Hi @tanya12,

Thank you for reaching out. I imagine this is likely because the customer is using Shop Cash in lieu of their credit or debit card, and as a result there is not a card used for the order to be checked. Are you seeing this on orders where only Shop Cash is used or ones where it's only partially used and a card is used as well? 

[tanya12]

Hi Victor, thanks for your response - sorry I should have clarified!

The orders we have seen so far are where Shop Cash is partially used - they are primarily paid by credit card, and then a small balance of Shop Cash has been used.

The credit cards used so far have been Mastercard and American Express, orders ranging from $120 value - $300 value so far, and no more than $5 Shop cash has been used each time. 

Is this a regular behaviour for orders partially paid in Shop Cash?

Thank you for your help!

[Shay]

Thank you for following up with us about this! I have connected with the Shop team for further clarification but they have requested that you reach out to our authenticated support channels so they can reviews these orders directly. Without being able to see the order details, we can't confirm for sure why those fraud analysis features were not activated. 

If you do have a ticket open about this already, please feel free to share your ticket number here and also reply back to your ticket with a link to this community thread so that your agent can assist you in escalating this. 

If you do not have a ticket open for this already, please reach out through our Help Center AI Chat to request support. You can use this response when replying to an existing ticket, or if you are creating a new one:

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Hi! I have been asked to connect with authenticated support through the community forums to have an issue escalated to the Shop team for investigation. We have noticed that 3 of the fraud analysis checks are always unavailable when Shop Cash is redeemed on an order, these are: 

Card Verification Value 

Billing address or credit card's address

Billing address zip or postal code 

Shay in the Community Forums ( https://shopify.link/KxPM ) has directed me to live chat so that this can be escalated for further review. Here is a list of some of the affected orders that need to be escalated: 

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Once you have created a ticket, feel free to share the ticket number with me here. If you need support with anything else please let me know.