We’ve recently had several orders on our Shopify store being flagged as having a high risk of fraud, however, all of our customer orders have been genuine. The indicator that keeps being flagged is ‘Characteristics of this order are similar to fraudulent orders observed in the past’.
Is there any way to train the Fraud Analysis tool/flag previous orders that they were genuine? I feel that the fraud indicator is learning from previous “high risk of fraud” orders despite them being genuine orders.
Great question! I definitely understand the desire here. Shopify’s fraud analysis uses a wide range of programs and applications to assess order risk. If all the core fraud risk elements of the order are looking good, but you are still getting a warning, it is always best to review the order and contact the customer to ensure it is legit. The warning could be triggered because of a wide range of elements, like multiple chargebacks from the payment card, or previous issues from the buyers location/IP address.
The tools adjust continually based on the order details they review without any specific outside input. So fulfilling orders and having them be successful (or not) will further train the algorithm.