Shop App Campaign Disabled After Handling Fraudulent Orders — Request for Review

Shopify Discussion
1

Hi everyone,

I’m facing an issue with Shop App campaigns and wanted to share my experience and get some guidance.

I recently launched a campaign on Shop App, which brought in 5 orders. Out of these, 3 were marked as medium risk and 2 as high risk.

For the high-risk orders, I immediately canceled them and issued full refunds to prevent any potential fraud.

For the medium-risk orders, I attempted to verify the customers via email and phone, but did not receive any response. To stay on the safe side, I canceled those orders as well and issued full refunds.

Despite taking these precautions, my store has now been marked ineligible for the Shop App sales channel, and my campaigns have been paused.

I genuinely value Shopify as a platform, it’s far better than many alternatives I’ve used. However, this situation feels unfair, as I took action specifically to prevent fraud, yet my store is the one being penalized.

I fully understand and support the goal of protecting customers. At the same time, not every situation is one-sided. Merchants also face fraudulent behavior, and in cases where orders appear suspicious and customers are unresponsive, we have to act quickly to prevent potential losses.

A 180-day restriction feels excessive, especially when no confirmed fraud occurred from the merchant’s side. For a growing business, this kind of limitation can have a significant impact.

If anyone from the Shopify team or community has insights, or if there is a way to appeal or resolve this faster, I would really appreciate your guidance.

Thank you.

2

Hello @unknow20

Based on your explanation, this is generally triggered by Shop App’s systems detecting a pattern of high cancellations and refunds soon after acquisition, even if the reason was fraud prevention. The platform interprets this as a lack of stability in the order quality.
A realistic course of action now is to stop Shop App campaigns and let your store cool down the risk signals over the coming weeks. In the meantime, tighten checkout settings such as CVV, AVS and perhaps consider manual capture only after quick verification for new customers. Concentrate on creating steady, filled orders again, as eligibility is largely performance-based, not intent-based.