Hello, I have a customer who’s letting me know that their debit card was being declined, then they get a notification of a fraud or a scam from my Shopify store, it’s sort of concerning, is there a way I can fix this so it doesn’t happen in the future? it could already be happening, but this customer reached out to me to let me know, I do have orders so it isn’t happening with everyone, but it could be a few select. Anyways what can I do?
What kind of fraud detection app are you using if any for your business? By default, Shopify does not send out any emails to the customers based on fraud risk level.
It sounds like you have a third party fraud prevention app installed that is sending emails on your behalf. You should double check this.
Hello @OtakuEmporiamu !
From what you’re describing, it does sound like it could be coming from a third party app for fraud protection, which was mentioned in this thread.
If you’re unsure of which app this is coming from, could your customer get a screenshot of what this looks like? As for their card getting declined, you can look into the reason behind this by going to your Orders > Abandoned carts section, from where you can click into their order and then scroll down to the Timeline. Here, you will an error (if there was any) that indicates why their card is getting declined.
If you’re unsure, please also take a screenshot of what you see there and share it with me here. Check this for other orders in the Abandoned carts section, as that way you might find if there is anything that the customers have in common which causes this issue.
It is great to hear that aside from this issue, you are getting orders! What kind of products are you selling? I would love to hear more about your business.