Hello, I received 2 fradulent order with just a gift wrap without any product added, did not receive notification on time, after 4th day I received a disput requesting charge back. I tried to cancel the order, it failed, I tried to request dispute, I lost. the person that ordered have fake email address and fake phone number, I cannot contact these two person either. I am not sure how to resolve this issue. I want to close out and should not be paying any one coz this was intentionally requested order to apply charge back by the fake account holder. here I am attaching the details for your reference
Sucks this happened. Document everything. Looking at the dates, it was a full week before charge-back was initiated and nothing was done in that week. You need to be on top of your orders.
This seems completely preventable, so in the future you should find a way to make the gift wrap not able to be purchased alone. You can automatically cancel those orders, and also cancel high risk orders in Shopify Flow. I would also make a workflow or get an app that cancels orders based on other certain criteria, like name, address, email, etc. Finally, if you can handle the workload, I’d change your capture payment setting to manual or at least after fulfillment, so canceled orders don’t get a fee.
So you already lost the dispute which means Shopify sided with the cardholder and you’re stuck with the chargeback fee plus the loss. The fake contact info means they used a stolen card. You can’t reverse a lost dispute but you can submit evidence to your payment processor if there’s something Shopify missed, though that rarely works. Going forward you need fraud detection apps or stricter order rules because gift wrap orders with no products should’ve been a red flag to cancel immediately. Are you seeing a pattern with these or was it random?
Also just want to point out from a customer’s perspective. Let’s say they’re stolen cards. The customer comes back from say the Philippines and sees these charges to his card so he contacts the bank and disputes the charges (obviously he has no clue who you are or your contact info), providing extremely valid evidence. Shouldn’t he be entitled to get his money back? The bank says yes, so obviously they’re gonna do some form of dispute with your store, could be a charge-back or something else. So when you see it this way, it makes perfect sense. May not be fair to you. But fraud is never fair for anyone.
