Hi,
I had a customer purchase a couple of items from my store and it has shown as medium risk.
She has told us she used her husband’s card to make the purchase.
What other details should we ask her to provide to confirm she knows the man. The billing address and shipping address is different.
Would love to know what others have done in this situation.
Thank you
Hey @FashionJewels !
While it is entirely up to you on how to proceed, we do have recommendations that you can read here. This generally constitutes verifying the customer information and making sure they did indeed intend on placing the order. Be sure to keep track of all communications and possibly send the shipment via signature required for extra insurance.
I would also recommend asking yourself a couple of questions about the nature of the order, such as whether this is a larger/ more expensive order than you typically receive, and if the customer is based in an area or country you typically receive orders from? This information, along with the information provided in the risk analysis for the order, can help you make a more informed decision. You will also want to consider other factors such as how much it would impact you financially if this order does prove to be fraudulent, and whether or not you have received other fraudulent orders and/ or received chargebacks in recent times. If you do not simply feel comfortable with the possibility of losing your money, then I would suggest canceling the order.
It’s important to note that the risk analysis tool is there to help you make decisions about orders you receive but it cannot tell you with complete certainty if an order is fraudulent or not. In terms of how an order’s risk analysis may be calculated, more information is listed on our fraud analysis page on the Shopify Help Center.
Finally, if the order was made through Shop Pay, Shopify Protect offers chargeback protection from fraud. This will allow you to fulfill protected orders with the knowledge that if a chargeback is issued against the order due to fraud, Shopify will reimburse the full disputed amount and the chargeback fee to you, and handle the chargeback process on your behalf.
Let me know if I can clarify anything further,