Both order are shipping to different addresses in Columbia and have different emails that are free emails but both have the same billing address. I messaged the email and they confirmed they ordered both but with just one sentence in all caps. Does anyone have advice on how to proceed?
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Hi @malaker, I'm glad you brought this question to our Community here since I'm sure quite a few folks have been curious about this topic at one time or another. I'm looking forward to seeing the feedback you receive!
At the end of the day, it's absolutely up to you whether or not you wish to fulfill these orders. You definitely have the option to cancel (and refund) each one, which is the only guaranteed route to protect yourself from any risk of a fraudulent chargeback. That said, we do have some recommended next steps to navigate what you're describing and help you make the most informed decision. Check out our Help Doc, Fraud prevention.
Thankfully, since you have contacted the customer, you do now have further evidence that these are legitimate charges, which you could provide to any bank if requested.
May I ask which payment gateway you've used to process the orders?
Just want to offer an additional route you can take.
Our app Real ID specializes in customer ID verification.
This way you can save orders that are mistakenly flagged as high risk or have out of the ordinary circumstances.
Customers change addresses or shop on the move, it's helpful that Shopify provides an order risk system but the metadata around an order like billing address, IP address, & shipping address don't always indicate that the order is fraudulent.
Ordering gifts for friends & family, or ordering while traveling are normal in eCommerce - you shouldn't need to lose sales for those normal cases.
With ID verification, we can validate the person's license or passport matches against the billing name & address on the order. This can help you save sales that otherwise could be cancelled and lose perfectly good customers.
If you visit the order page in your Shopify admin, you can scroll down to your Timeline, select the payment event, then look to the heading Gateway. The gateway used to process payment for the order should be listed there. I'm curious if the method of payment was the same for both orders?
This is an accepted solution.
Wonderful, and the gateway for each transaction? For example this could be Shopify Payments, PayPal, or any third-party payment gateway supported in your region.
What we do know so far is this customer placed two orders, using two different credit cards - which alone is not necessarily reason enough to be considered high-risk. My best recommendation is to refer to the fraud indicators on each order page to help you make an informed decision about whether or not you wish to fulfill them. Are any indicators listed in the Fraud analysis standing out to you?
Thanks for the reply. I just returned the money saying that my warehouse was temporarily out of their product. If I had to refund the money AND lose the products I would have been out more than $300 so I couldn't risk it. Although the order was likely someone that didn't use English as a first language, I would think they would mention they were drop shipping when I asked about the two orders. There was no reply to the warehouse being out.
Thanks again and have a great day!