What to do with a high risk scam order?

[jackrivers]

Hi,
Just got an order on a store I haven't even advertised on yet.

Shopify says it's high scam risk.

Do I press 'refund' or 'cancel order'? What's the difference between the two?

Is there anything else I need to do as good common practice?

[Emily · Accepted solution]

Hi, @jackrivers.

Thank you for reaching out! 

If Shopify reports that an order you received is high-risk, you want to ensure you look into this order. It is entirely up to you to proceed with the order or refund and cancel. If you decide to proceed, I recommend asking the customer for an ID matching the name on the credit card before shipping your order. If you are uncomfortable moving forward with the order, you will want to refund the customer and cancel the order. You will be prompted with how you wish to refund your customer by clicking cancel order. You can cancel or refund because, with some orders, you may only be refunding 1 product and not canceling the entire order.

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

[Emily · Accepted solution]

Hi, @jackrivers.

Thank you for reaching out! 

If Shopify reports that an order you received is high-risk, you want to ensure you look into this order. It is entirely up to you to proceed with the order or refund and cancel. If you decide to proceed, I recommend asking the customer for an ID matching the name on the credit card before shipping your order. If you are uncomfortable moving forward with the order, you will want to refund the customer and cancel the order. You will be prompted with how you wish to refund your customer by clicking cancel order. You can cancel or refund because, with some orders, you may only be refunding 1 product and not canceling the entire order.

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

[jackrivers]

Really appreciate the swift reply!

The website is bladelighter.com, I would love some feedback if you have the time!

Cheers,
Jack

[Ren · Accepted solution]

Hey Jack, 

Thanks for sharing your website. Looks like a fantastic product that's going to have a very specific niche. Who do you primarily sell to? I would guess folks in the hunting and camping categories? 

I think the overall look and feel of your website is very polished and on point with your brand. Have you considered creating a logo? As your business continues to grow, a logo is going to become a great tool for marketing, further branding (like business cards, packaging, stickers, etc) and for that instant recognizable visual which aids in trust-building with your customers and potential customer market. 

You can opt to have a designer create one for you by hiring a Shopify Expert, or utilize one of many online tools to design your own including Shopify's own Logo maker tool.

How are you approaching your marketing efforts? I didn't notice any social media links on your website. Any plans for that? Social media marketing is a fantastic and often inexpensive way to teach your target market.

Posting content and product imagery with the appropriate tags will help your product get seen by potential customers. Here's a great intro to social media marketing on Shopify.

Having a social media presence is also a fantastic trust builder and creates more avenues for your customers to contact you. Also, with Black Friday Cyber Monday quickly approaching, this is a great time to start bridging these gaps and setting yourself up for a successful BFCM. Keep your eyes peeled on our BFCM toolbox page for updates coming soon. 

Would love to hear your thoughts on the above! If you have any questions, I'm here to help! 

[jackrivers]

Thanks!!!

[Ren]

Happy to help you out!