What's the next step after a suspicious purchase with no buyer response?

Shopify Discussion
1

Shopify notified us of a highly suspcious purchase and suggested we contact the buyer. They gave us his email. The buyer has paid for the item $500 value and we emailed them to call us to discuss since they had been flagged. The money less credit card fee has been sent to my bank. No response in 2 days time from buyer. What do I do now?

2

Hi @RobtheJeweler

Thank you for those details. In this case I would recommend refunding the entire order back to the customer. If you are not able to verify the purchase details and confirm that the person placing the order is the card holder then it is not worth the risk to fulfill it. If the customer reaches back out after you refund, you can then go through the verification steps with them.

1 Like
3

Thanks so much for the help. I am very new to on-line selling and this is my biggest fear and why I’ve waited so long. Oh Well. I guess Scammers are always going to try. Thanks to Shopify’s vetting process I saved this one!!

4

Hi @RobtheJeweler ,

According to me, The basic logic of marking any order Fraud by Shopify is the user’s current location and IP address used by the customer for the order.

As per my understanding, if your client has made Prepaid order.

You should process it if the order is CASH ON DELIVERY cancel it since he has not responded in the last two days.

Note: Final decision is yours nothing relates to me or my thoughts.

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5

Thanks for the input. I have refunded the entire amount paid but still on the loss side with Credit Card fees already deducted. Is there a way to decide whether or not I want to ACCEPT their offer BEFORE they can pay and I have to incur the cc fee the next time?

6

Yes, there absolutely is!

You will want to setup manual payment capture: Payment authorization and capture · Shopify Help Center.

Manual payment capture will allow you to review an order and finalize payment before fulfilling it. This way there is no transaction fee on cancelled orders. I also recommend reviewing our Fraud Prevention tips as well to help you recognize and avoid high risk orders in the future.