I have some insight. I've had a few similar orders per week for the past 3-4 months. I did some research and here's what I've found out: There are these groups where people can pay for a subscription that provide people with website glitches or errors as a backdoor to order things for free. For us it is similar to the OP where they are trying to order something that isn't really a physical product, so we cancel the order. Also, we're a small enough business that we're going to recognize scam orders and not ship product for free. However, I've found facebook marketplace listings associated with some of these scammers where they are selling everything from cat food to electronics to power tools, "new in box". I think that if they try this glitch order scam enough times somebody from best buy or wherever, who isn't smart enough or doesn't care enough, is just going to put the shipping label on the box and ship the order. I don't think that the scammers are personally reviewing things enough to tell the difference between "gift wrapping" and an actual physical item of value. Google "Bandar's Bounties" for more info, that's one of these scam subscription groups. Except for a few dummies who use a variation of their real name or use their real email addresses all of these orders are completely fictitious customers, fake phone numbers, burner email addresses, and possibly fake shipping addresses such as a vacant house in the neighborhood.
I haven't figured out the way to block them yet. I have an app, Blocky Fraud Blocker, where I'm supposed to be able to block VPNs, Bots, and specific IP addresses but none of that seems to work. For me its a little tricky because the thing they are trying to order has to stay on my site because it's a customization option, despite not being an actual physical product. Another interesting thing is that despite the fact that the "product" page is not visible and even if I try to view it by using the URL it gives me an error, somehow the scammers are going directly to that page when they visit my site. Maybe there's a more functional fraud blocker app.
