Thanks!
Topic summary
Topic: Request for an email template to contact customers when an order might lead to a chargeback.
Context and signals:
- Clarification sought on whether the email is to warn of cancellation or to verify details.
- Shared fraud analysis shows intermediate/medium-risk indicators: CVV unavailable; several positives (billing address and ZIP match, one card/attempt, IP in Honolulu close to shipping address, billing country matches, no proxy).
Guidance provided:
- For medium-risk signals with no negative indicators, extra action is often unnecessary.
- If verification is desired, send a concise confirmation email asking the customer to confirm purchase, shipping address, or provide ID before processing.
- An alternative detailed template was offered: notify of unusual activity, list order details, ask the customer to verify billing/shipping info and contact support within a set timeframe to prevent potential disputes.
Outcome:
- Practical templates supplied (short confirmation and comprehensive verification).
- No official Shopify template provided; decision left to the merchant based on risk comfort.
- Thread appears resolved with acknowledgements; no further action items noted.
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