How to create an email template for potential chargebacks?

[Sayaka]

Hi there,

Is there a template for the buyer's email for orders that may receive a chargeback?

Thanks!

[Beacon-Jason · Accepted solution]

Hi @Sayaka 

Medium risk signals from Shopify rarely require any additional action taken since there is no negative indicators.

If you really want to confirm with the customers, then feel free to send an email asking them to confirm their purchase, shipping address, or ID.

Hi, {{name}}.

We would like to confirm your recent purchase with us. 

Before we can continue to process your order, please confirm your {{confirmation information}}. 

Once we confirm your updated information we will continue to process your order. 

Thank you for your understanding.

{{Shop_name}}

I hope this helps.

[Shay]

Hi Sayaka, 

To clarify, are you looking for an email template to send to customers when you believe there is a high chance of there being a chargeback? Is this to let the customer know you are cancelling the order? Or what kind of information would you want in this template? 

[Sayaka]

Hi @Shay ,

Details of the fraud analysis are as follows
What email should be sent to the customer in this case? Your advice would be appreciated.

===============

Indicators
Intermediate
Some characteristics of this order are similar to previously detected fraudulent orders
Intermediate
Security code (CVV) is not available
Positive
The billing address matches the address registered on the credit card
Positive
Billing address zip code matches credit card registered address
Positive
There has been one attempted payment
Positive
Payment was attempted with one credit card
Intermediate
The IP address location used for the order is Honolulu, Hawaii, United States
Positive
The shipping address is within 1 mile of the IP address location
Affirmative
Billing country matches the country where the order was placed
Positive
The IP address used to place the order is not a high-risk Internet connection (web proxy)

[Beacon-Jason · Accepted solution]

Hi @Sayaka 

Medium risk signals from Shopify rarely require any additional action taken since there is no negative indicators.

If you really want to confirm with the customers, then feel free to send an email asking them to confirm their purchase, shipping address, or ID.

Hi, {{name}}.

We would like to confirm your recent purchase with us. 

Before we can continue to process your order, please confirm your {{confirmation information}}. 

Once we confirm your updated information we will continue to process your order. 

Thank you for your understanding.

{{Shop_name}}

I hope this helps.

[Sayaka · Accepted solution]

Thanks!

[Chargeflow-Avia]

Here's one you can try: 

Dear [Customer's Name],

I hope this message finds you well. We wanted to bring to your attention a matter regarding your recent order #[Order Number] with [Your Company Name]. Our priority is to provide you with a safe and secure shopping experience, and we take your concerns seriously.

Upon reviewing your order, we have identified some unusual activity that may require your attention. Please be aware that this is not a confirmation of any chargeback or dispute at this stage, but rather an initial notification to ensure transparency and address any potential issues promptly.

Details of the fraud analysis are as follows:

Order Number: [Order Number] Date of Purchase: [Purchase Date] Billing Information: [Billing Information] Shipping Address: [Shipping Address] Items Ordered: [List of Items] Transaction Amount: $[Transaction Amount]

Our dedicated fraud analysis team has flagged certain aspects of this transaction as potentially high-risk. While we understand that this may be a legitimate purchase, these factors can sometimes lead to chargebacks or disputes if not addressed promptly. We are committed to working with you to ensure a smooth resolution and protect both your interests and ours.

To help us verify the legitimacy of your purchase, please take the following steps:

1. Check the accuracy of the billing information provided during the checkout process. Ensure it matches the information on your payment method.

2. Review the shipping address to confirm that it corresponds to your current location or the intended destination for the order.

3. Contact our customer support team at [Customer Support Email] or [Customer Support Phone Number] within the next [Timeframe, e.g., 48 hours] to confirm the details of your order and provide any necessary verification.

We understand that this may be an inconvenience, but your cooperation is essential in resolving this matter and preventing any potential disputes or chargebacks. Rest assured that we value your business and are committed to protecting your interests.

If you have any questions or concerns, please do not hesitate to reach out to our customer support team.

We are here to assist you and ensure your satisfaction with your purchase.

Thank you for your prompt attention to this matter.

We appreciate your understanding and cooperation.

Sincerely,

[Your Name] [Your Title] [Your Company Name] [Contact Information]

[Sayaka]

Thank you so much!