My orders are being cancelled because they are marked as High Risk. How do I resolve this?

[sabsab]

Hello everyone,

I'm writing this as recently, I placed order on 3 different Shopify websites as a customer and all 3 of them cancelled my orders and refunded. I contacted each of their support and they all told me that it's because my order was marked as High Risk. For 2 of those stores, I simply recreated an account with a different email address (and same card, and billing details) and they worked just fine. 

This led me to believe that the problem is with my email, which for some reason is getting flagged. Unfortunately,  I don't know what to do and this is very frustrating especially when the problem does not appear to be for a particular store but all Shopify stores. 

I'm really hoping that someone can shed some light on this and any potential solution. 

Thanks

[Spac-es]

I have found these articles on how to Identify and deal with "High Risk" orders:

Fraud analysis · Shopify Help Center

How to Deal with High-risk orders on Shopify (avada.io)

I hope it helps you!

[sabsab]

Thanks for your reply. However, it looks like those are geared towards the business and not me as a customer. I can't seem to find anything about what a customer should do in this case.

[Spac-es]

In that case, you can read the following article to understand a little better how "High Risk" orders work and how to avoid, as a customer, these types of "alerts".

"[Billing address v/s shipping address: A billing and shipping address mismatch is a significant red flag. Merchants should examine that data point before accepting or declining a transaction. The reason? That data could point to something more (the credit card number is stolen).

Shipping address change after order: Package rerouting is one of the oldest tricks in the fraudster book. Once a buyer provides a new shipping address for a previously approved order, review it again for fraud. Check whether the new address still matches a legitimate purchase story. Is it in a logical geographic range? Do the phone number and email make sense?

A large order from a first-time visitor: First-time customers who place a large order typically set off alarm bells on fraud analysis and prevention systems. Once a criminal has tested a stolen card number and verified that the information checks out, they move fast. They steal as much money as possible, as quickly as possible, before moving on to the next unsuspecting store.

Phone orders: Scammers often target stores that allow phone orders because it means they don't have to expose private information such as their IP address. They trick merchants into fulfilling high-risk orders without the usual security algorithms and technology checks.

Multiple attempts to complete the order: If a customer has tried numerous credit cards, names, billing addresses, and so forth, your fraud sense should be tingling.]"

source: https://www.chargeflow.io/blog/fraudulent-shopify-high-risk-orders

I'm sorry I can't be more precise, I hope this helps you!

[Georgii34]

---

@Spac-es wrote:

In that case, you can read the following article to understand a little better how "High Risk" orders work and how to avoid, as a customer, these types of "alerts".

"[Billing address v/s shipping address: A billing and shipping address mismatch is a significant red flag. Merchants should examine that data point before accepting or declining a transaction. The reason? That data could point to something more (the credit card number is stolen).

Shipping address change after order: Package rerouting is one of the oldest tricks in the fraudster book. Once a buyer provides a new shipping address for a previously approved order, review it again for fraud. Check whether the new address still matches a legitimate purchase story. Is it in a logical geographic range? Do the phone number and email make sense?

A large order from a first-time visitor: First-time customers who place a large order typically set off alarm bells on fraud analysis and prevention systems. Once a criminal has tested a stolen card number and verified that the information checks out, they move fast. They steal as much money as possible, as quickly as possible, before moving on to the next unsuspecting store.

Phone orders: Scammers often target stores that allow phone orders because it means they don't have to expose private information such as their IP address. They trick merchants into fulfilling high-risk orders without the usual security algorithms and technology checks.

Multiple attempts to complete the order: If a customer has tried numerous credit cards, names, billing addresses, and so forth, your fraud sense should be tingling.]"

source: https://www.chargeflow.io/blog/fraudulent-shopify-high-risk-orders

I'm sorry I can't be more precise, I hope this helps you!

---

I am customer I placed order 3 times and it cancelled. I am placing order from other country and shipping address is the address of shipping service which can deliver the order to my address. Why Shopify marks it risky if it's completely legal. Because of shitty system thousands of sales are not being processed and people are embarrassed. 

[Spac-es]

I don't work for Shopify, by the way. I'm just a programmer who, in my free time, helps others in the community. I feel your frustration; I don't understand how something like that can happen. Try reaching out to support, or if the issue is more serious, consider reporting it. I'm sorry I can't help you further.