I received this message and when I attempted to email them back the message wasn’t sent. Is this a real email or spam?
Giles here from the Risk Operations Team at Shopify. We are writing to you in regards to your account.
This email is to inform you that Order(s) #181017has/have been identified as high risk transaction . We believe that they are likely to resulting in chargebacks, which may result in monetary and product loss should you continue with the fulfillment of these orders. We recommend that you cancel and refund the orders immediately. Should you require information about how the refund process works via your Shopify admin, please ________.
To safeguard against the significant likelihood of a chargeback, funds corresponding to the amount of the order/s will be held in a 90 day reserve. This reserve will expire on Mar 24, 2022. At that time, if the order has not resulted in a chargeback, these funds will be paid out to you.
If you are able to verify with the buyer that the order(s) is legitimate and not at high risk of chargeback, we may be able to lift the reserve. To do so, click the link above and provide the required information.
Can you please advise how you will be handling these high risk orders so that we may treat your account accordingly? Communicating with us is very important because should you decide to proceed with refunding the high risk orders, a Risk analyst will remove the active payment reserve that has been applied to your account. Unfortunately, if you don’t let us know how you decide to deal with these orders the reserve will remain active and future payouts may be affected.
Our Guru team is great for solving more general questions you might have, but when it comes to this we’ll have more context and information.
Thank you,
Giles
Risk Analyst | Shopify
The email came from support@rev3-serv.com