Why are legitimate orders being canceled for fraud risk?

[J-me3]

 I just had my first few orders placed on my website and all were canceled with fraud risk when in fact they are not fraud because i personally know the ladies. I have been extremely upset and lost one of the sales!!!  Now i need to know how to make the orders valid ASAP

thank you,

Jamie

[Beacon-Jason]

Hi @J-me3 

By default Shopify does not automatically cancel orders flagged with medium or high risk. 

Do you have a third party app installed that might be causing the auto cancellation?

[J-me3]

I did have a third party app !

it is deleted now!!! 

so where do I go from here? The payments went through PayPal but the orders were canceled 😫

[Beacon-Jason · Accepted solution]

Check your order timeline to see if the money was refunded back to the customer when the order was cancelled. Otherwise, you will have to explain the situation to your customer and have them place a new order. 

[J-me3]

Thank you so much for your help!!

I did just that , explained the situation refunded the money and they all were understanding! Going to reorder 🎉

I’m such a perfectionist/overthink and couldn’t see my way through, thank you again!

[Beacon-Jason]

@J-me3

Glad I could help and you were able to recover the order. Keep in mind that a good fraud app would allow you to customize the high risk signals in Shopify without sacrificing your store's security against true bad-actors. 

[Dundee55]

Shopify cancelled my order, said the transaction was fraudulent. BS! The transaction has gone through, the money is gone from my account, NO credit/refund is in process on my account. SHOPIFY is fraudulent, blatant THEFT! Do not trust SHOPIFY!

[Andrew]

Hi @J-me3, 

As explained by @Beacon-Jason, Shopify's fraud analysis will certainly flag high-risk orders but we cannot automatically block orders, as we do not manage stores or fulfillment on behalf of our merchants.

That said, we do have a Fraud Filter app that you can use to block potentially fraudulent orders, and there are some good fraud prevention steps you can take too.

If you're ever in a similar position, you could always contact your customers to ask what they ordered and then create a draft order to send to them. This will include a check-out link, making the whole process quicker and smoother for the customer!

I hope this helps.