I have a customer placing an order using a card and paying via Shopify. But then the order was being flagged as highly risk of fraud! I have contacted the customer asking him to provide me a photo of his credit card with all card numbers covered except the last 4 numbers. I just wanted to see that the last 4 numbers of the card match the numbers on the card he’s was using to purchase the item on my online store, and that the name on the card matches his. He then sent me an image of his ID with photos and address which matches his name. But he did not send the photo of the card that was being used to place the order, telling me that his bank advised him not to. So I don’t know if that’s enough? I thank you for your help in advance.
Hello, @prettyjewellery !
Karlie here from the Shopify Support Team! There are a few ways to check out orders that are flagged as fraudulent in your Shopify Admin. I would recommend following our list below to double check on the customer:
- Verify the customer’s IP address
- Call the customer’s phone number on the order to clarify/confirm
- Search for the customer’s email address online
- Verify that the billing and shipping address match each other
- Check if multiple orders from the customer use different billing addresses for the same shipping address
- Review high value orders
- Use fraud prevention apps from the Shopify App Store
- Create fraud prevention workflows
We have a detailed guide, here, which will show you how to check each point in the list above. It’s totally up to you if you want to put through the order, so you really want to investigate and use your best judgement to see if you want to fulfil.
I hope this has answered your question. If not, or if you have any further questions please let me know. I will be happy to help!