Payment Processed, But Customer Got Text From Chase Saying Transaction Not Completed

[allvintage]

Wondering if anyone has dealt with this.  High dollar transaction over $3000, got flagged by Chase. But on my admin section the payment shows as processed. Customer got a text from Chase flagging the transaction and that the transaction was not completed.  Talked to Shopify and they mentioned that I should have customer contact Chase, but not sure if this is common or not. 

[Maz]

Hey @allvintage!

Thanks for reaching out, and I am sorry to hear that this has happened to you and your customer. It looks like Chase may have flagged this transaction as they might believe that there was fraudulent activity on that card in the past or the amount processed looks like unusual activity for this customer. In my experience, I have had my own bank flag and cancel large amount transactions for me as it wasn't my typical spending amount. Have you been in touch with the affected customer and verified it was them who placed the order? It's good practice to ask them some details about the order that they should know like the billing address etc? 

If you do get to speak with the customer and the transaction shows as processed in the admin, then ask them to get in contact with Chase to verify the status of the transaction. Let me know how it goes, happy to help!