Re: fraud: order info to block

fraud: order info to block

SGM411
Excursionist
29 0 19

We've received several fraudulent orders using this info -- heads up if anybody would like to add any of this info to their Fraud Control App rules:

shipping & billing line 1: street, 10
shipping company: tech

 

All IPs are different, all emails different, etc. 

It's ridiculous that sharing this info is pretty much all we can do to try to protect ourselves and others who have Shopify stores. Shopify doesn't do anything about this...except charge us transaction fees even on fraudulent refunded orders (manual payment capture is not a realistic option for any store with reasonable order volume). Shopify's Fraud Control app has such a low rating and so many comments about it not working. In this day and age + what we pay Shopify, it behooves Shopify to provide better service and protection if they want to keep our business. If we don't say something, they'll never improve.

Replies 8 (8)

ManuelH
Explorer
83 4 13

True that madafakaaaa. Shopify could better there. Havent gotten orders from these though

 

HCloset
Visitor
1 0 0

I had the same thing happen - 7 orders between May 10th and May 11th. All names and emails are different. I've been having a ton of new "customers" for about a month. They all seem to be Brazilian names. Most are subscribing to my email list. A suggestion was made to set it to where the customer has to log on to complete the purchase. Hoping that works. 

SGM411
Excursionist
29 0 19

Sorry you're experiencing all that @HCloset and that Shopify's not doing anything to help. Unfortunately, requiring customers to log in before being able to complete a purchase is widely known to increase abandoned carts and decrease sales -- not a realistic solution (not to mention one that continues to put the burden on the store owner and their customers, rather than Shopify whom we pay for substandard service even while they collect fees for transactions on orders they know are fraudulent). 

SGM411
Excursionist
29 0 19

FOLLOW UP...SHOPIFY BREAKS PROMISES AND LIES: Shopify offered a free session with their "fraud prevention specialists" and promised to waive the fees associated with the refunds of the fraudulent orders -- see screenshot below.

When we followed up about scheduling the session and where we could see the waived fees (since we could find zero record of them), two Shopify support advisors replied saying the actually would not waive any fees nor do they even have "fraud prevention specialists." 

Untitled-2.jpg

Dirk
Shopify Staff
2395 255 524

Hey, @SGM411 


I understand your frustration with the fake orders affecting your Shopify store. Dealing with fraudulent transactions can be a significant challenge. To help prevent occurrences in the future, I recommend exploring Shopify's resources on fraud prevention. 

The article on Fraud Analysis provides valuable insights into identifying and managing suspicious orders effectively. Additionally, if you are using Shopify Payments; you can configure it's fraud prevention settings, as outlined in Configuring Shopify Payments. This can add an extra layer of security to your store. 

These resources offer practical strategies to safeguard your business against fraudulent activities.

Dirk | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

SGM411
Excursionist
29 0 19

Sorry @Dirk -- your seemingly cut-n-paste reply doesn't show any evidence that you've read what we wrote (including that we've already done on our own all the suggestions you made)...nor does it address Shopify's blatant lies which we've documented but Shopify prevents us from posting because only CSV files are allowed to be attached here. 

Instead of helping, your reply only makes us think Shopify care even less about customers or service.

Dirk
Shopify Staff
2395 255 524

Thanks, @SGM411 I'd be happy to learn more about your particular situation to get you pointed in the right direction. The above resources I shared are a great place for merchants to safeguard their store from potential fraud. Unfortunately when it comes to dealing with online sales and commerce, spam and fraud is an invevitble aspect of working in that space. While you can't prevent fraud or spam 100% of the time, there are steps outlined in the above resources to better protect your store.

As far as images go: feel free to use the link attachment tool to submit image URLs if you would like to share your screenshots to provide further context regarding your issue. You can use a website such as imgur to upload these files to. Additionally, you should see an option to insert images directly with the camera icon in the toolbar:

 

 

Dirk | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

SGM411
Excursionist
29 0 19

Untitled-2.jpg

@Dirk imagine that...after you post, we magically have the icons at the top of our "reply" box...before that, we only had the option to attach files and get an error stating that only CSV are allowed whenever we try to upload any type of file. Must be magic (or Shopify actually fixing stuff once it's brought to their attention). 

You can see the screenshot here, and read our post about it above.

You can also scroll to the top of this page and read everything posted in order to "learn more about your particular situation," which is not unique but something that every single Shopify user faces.