How to handle multiple high risk orders from one customer?

Shopify Discussion
1

Hi,

I need urgent help with this, I got a very suspicious 6 order from the same person and marked it as high risk by Shopify. Please help me out, I haven’t fulfilled it yet.

Thanks.

1 Like
2

Hi, @Greenhorn7 .

Thank you for reaching out!

Have you received an order from this person before? Our fraud analysis system does a thorough analysis to determine each order’s risk level. You can click on the fraud analysis and see a few of the key indicators. Ultimately, the decision is up to you if you feel comfortable fulfilling the order. I highly recommend reaching out to the customer to verify some of the order details and provide an ID matching the card used to purchase before you move forward with this order.

I wanted to recommend an app; if you are looking for another layer of protection outside of our fraud analysis called Fraud Filter, you can use this app to create your own rules that would either flag or cancel your orders that came through as high risk.

Please let me know if you have any further questions!

3

Hi,
I don’t feel comfortable with fulfilling these orders. There are 6
orders by the same person. The billing address and shipping address do not
match, the email id belongs to some services. I would like to cancel and
refund. Will I lose money if I simply choose to cancel a refund?
Waiting for your reply.

Thank You in advance.

4

Hi, @Greenhorn7 .

Thank you for responding so quickly!

To cancel and refund the orders, you will need to go to your Orders section in your admin and click on the order. Once you are on the orders page, you will need to click more actions on the top right corner and cancel order. Here, you will select refund total amount and click the reason why you are canceling the order. Credit card transaction fees are not returned to you when you issue a refund.

Please let me know if you have further questions!

5

Okay, thank you for your help and now I am waiting for a response from the
customer. If I don’t get a response from the customer by tomorrow, I will
do the complete refund.

Thank You.

6

Hi, @Greenhorn7 .

That’s a great plan. Allow them to verify their order and if they can not or do not get back to you, then issuing a refund and canceling the order is the best thing to do.

Please let me know if you have any further questions!