Oversees order from Columbia flagged as high risk

Solved
Gaiterr
Tourist
12 0 0

Hi guys,

I just recieved an order from Columbia with a possible high risk alert.Fraud Alert Shopify.png

What are my next steps? How do I go about confirming that this order is OK? Please advise.

Accepted Solution (1)

Accepted Solutions
JoesIdeas
Shopify Expert
1669 143 428

This is an accepted solution.

1) Contact the customer to verify they placed the order. Let them know that your fraud system picked it up automatically and you are not accusing them.

2) Ask them to take picture holding their ID that matches the name on the order.

If those add up, it's probably legit. If they make excuses or get angry, it's probably fraud.

Side note: the country name is spelled Colombia. Minor detail but worth noting to help you out so you don't misspell it if you use in the email. 🙂

• Creator of Order Automator (automation app to save you and your team time on admin tasks)
• Shopify developer for +10 years
• Contributor on the Speed Boostr blog
• Guy who likes to help people

View solution in original post

Replies 3 (3)
JoesIdeas
Shopify Expert
1669 143 428

This is an accepted solution.

1) Contact the customer to verify they placed the order. Let them know that your fraud system picked it up automatically and you are not accusing them.

2) Ask them to take picture holding their ID that matches the name on the order.

If those add up, it's probably legit. If they make excuses or get angry, it's probably fraud.

Side note: the country name is spelled Colombia. Minor detail but worth noting to help you out so you don't misspell it if you use in the email. 🙂

• Creator of Order Automator (automation app to save you and your team time on admin tasks)
• Shopify developer for +10 years
• Contributor on the Speed Boostr blog
• Guy who likes to help people
Gaiterr
Tourist
12 0 0
Virish
Tourist
5 0 2

Hi,

I have a similar situation. If the customer cannot provide these information. Do I not fulfil the order and just refund the customer?

I will also email the customer to let them know if that is the case.