How to handle low fraud analysis but customer claims fraud?

[blakeducati]

Customer ask for refund as he claims that the order was due to fraud. Upon checking on our shopify store, the fruad analysis says low. How should we deal with this? any idea?

[made4Uo]

Hi @blakeducati,

Please follow your refund policy as noted. Usually, we  do not issue a refund if the store owner is NOT at fault. I suggest to let the customer talk to his credit card provider if this is fraud. 

[Shay]

Hi @blakeducati 

Thank you for sharing those details. I definitely understand your concern if the customer has claimed this order was fraudulent in nature. 

Did the package have tracking and was it successfully delivered to their address? If yes, I would provide them a return package label so they can return the purchase and you can provide a refund once the product has been received back. 

Is this order protected using Fraud Protect or Shopify Protect? 

Shopify Protect for Shop Pay · Shopify Help Center 

If yes, then I would encourage the customer to contact their bank to open an investigation. If it is not protected from fraudulent chargebacks I would consider doing your best to work with the customer to avoid a chargeback against your store. Unprotected chargebacks can affect your ability to use your payment gateways and can lower your businesses trust factor with third party entities. While it may mean eating the cost of the product, in the long run it may be more beneficial to refund the customer directly and ensure that you don't fulfill any orders from them in the future. 

[Buntiform]

Must’ve just been a mistaken order? Also what are you using to gauge the fraud score? IPQS?