Had my first scam order (4th order ever) from a guy in Mexico. Thanks for giving me guidance on how to handle this! I gave him a full refund and canceled his order
What are the odds! We got a high risk of fraud alert for one order. We sent an email to the customer simply to ask him to call us back because we must confirm some information. TBH I didn't know exactly what I was doing and as I was listening to your video, he replied to my email saying he can't but here is his id and CC on a picture, without proof of date. After looking at it more, you can clearly see it was photoshopped ( Plus he sent a driver license with an invalid license number). They sure are creative!
My first order on my shop i think is a scam now. the IP address is in India but the order was send to US. It was a big order too and access through google which makes sense. Thank you for this video! I would have been scammed without you.
Hello I’m small boutique owner , I got my first high risk order due to building Street address doesn’t match credit cards registration address. I would like to know how I should go about this? Should contact customer by email? &’ by the way , great video!
Thank you for the feedback! I'd contact the customer and record the communication with him (call/email/chat) and make sure you identify him as the card owner and make sure he approved the transaction :)
Thank you so much for this video. I had my first order placed from Canada today (I'm in the USA), I was full of joy. It showed as low rick so I proceeded to fulfill the order. Two hours later I got a message "from the customer" asking to cancel it and requesting a refund. Since I still had the package i proceeded and issued a full re-fund (item + shipping). My question is, if this is a scam can I still get a chargeback or any kind of issues after refunding? I'm new at this and so worried at this point. Thanks in advance!
What to do if there is a conflict between the Indicators and the Risk Assessment? Like Risk Assessment is showing 'Medium Risk' but all the indicators are Green. Or Risk Assessment is showing 'Low Risk' but some indicators are red. How to reconcile them?
Shopify has a basic fraud analysis which only informs a merchant of possible risky orders. They probably take into account aggregated data from other merchants to determine the validity of the order too, but definitely isn’t the best fraud system. What I would do in your place is to give a call or send an email to the customer to confirm their order and maybe ask them for some identification documents as the video explains. 😁
I would just email the customer like "Hey there, unfortunately Shopify has marked your order as high risk so in order to fulfill this order I need to verify your payment information. I will need a photo with valid government-issued ID, your physical credit card, and the date behind you (you can use your phone or computer for this). Please blur out all information except for the last four digits on your card and your name and address on the identification. As soon as I receive this I'm able to go ahead and process your order so I can get it to you as quickly as possible! If I don't hear back within two business days unfortunately I will have to cancel the order." if they rebuke just say this is for my protection and yours, if someone had stolen your CC and attempted to spend [insert amount] you would hope someone would check in right? It's just like a cashier asking for ID when you use a credit card without a signature. Just word it like it's an absolute, be polite and friendly but firm.
Hey I got a order too from a guy whose billing address wasn't match on risk analysis of Shopify. I was using Shopify payments and I was on my trial account. So I confirmed his address on his bank statements everything was fine. I was waiting for payout to reach my bank so I can process the order, but Shopify ban my account due to high risk orders. I didn't even fulfil ke order.. why is that ??
What if the order isn’t labelled high risk but I believe the customer is a scammer even though their address is the same as billing address? This person ordered for over $1k and all my products are $10-20. They’re all hand made custom to order so it’ll take me 3 full days of work to make her order and my gut is telling me she’s going to do a chargeback as she’s ordered in 2 different orders and has never ordered before, this is very unusual to get this type of order for me and she is unfindable on Facebook or Instagram and her family too. They don’t seem to exist online. Should I risk it and make the order and risk to lose money on top of my work time? Or are there tips to make sure I win the chargeback if she does it?
Hey, I just cancelled my very first High risk of fraud detected order, but I still have a question - should I refund immediately after cancelling the order? There is an option "refund now" and refund later" - what is better? Thank you!
Absolutely loved the simplicity in this video, thanks for keeping it simple.
Had my first scam order (4th order ever) from a guy in Mexico.
Thanks for giving me guidance on how to handle this!
I gave him a full refund and canceled his order
Haha happy to help! :D
What are the odds! We got a high risk of fraud alert for one order. We sent an email to the customer simply to ask him to call us back because we must confirm some information. TBH I didn't know exactly what I was doing and as I was listening to your video, he replied to my email saying he can't but here is his id and CC on a picture, without proof of date. After looking at it more, you can clearly see it was photoshopped ( Plus he sent a driver license with an invalid license number). They sure are creative!
Glad we helped!
My first order on my shop i think is a scam now. the IP address is in India but the order was send to US. It was a big order too and access through google which makes sense. Thank you for this video! I would have been scammed without you.
I'm glad this video helped you out! 😁
This is very helpful. I received a very hod and high risk order. I am gonna cancel it now as the customer didn’t reply to my email after 72 hours
This is great! You should also try and call them, maybe they don't check their email often :)
Same
Hello I’m small boutique owner , I got my first high risk order due to building Street address doesn’t match credit cards registration address. I would like to know how I should go about this? Should contact customer by email? &’ by the way , great video!
Thank you for the feedback! I'd contact the customer and record the communication with him (call/email/chat) and make sure you identify him as the card owner and make sure he approved the transaction :)
Thank you so much for this video. I had my first order placed from Canada today (I'm in the USA), I was full of joy. It showed as low rick so I proceeded to fulfill the order. Two hours later I got a message "from the customer" asking to cancel it and requesting a refund. Since I still had the package i proceeded and issued a full re-fund (item + shipping). My question is, if this is a scam can I still get a chargeback or any kind of issues after refunding? I'm new at this and so worried at this point. Thanks in advance!
What to do if there is a conflict between the Indicators and the Risk Assessment? Like Risk Assessment is showing 'Medium Risk' but all the indicators are Green. Or Risk Assessment is showing 'Low Risk' but some indicators are red.
How to reconcile them?
Shopify has a basic fraud analysis which only informs a merchant of possible risky orders. They probably take into account aggregated data from other merchants to determine the validity of the order too, but definitely isn’t the best fraud system. What I would do in your place is to give a call or send an email to the customer to confirm their order and maybe ask them for some identification documents as the video explains. 😁
I received one today. I think it was because the ship address and bill address are different. The Ship address appears to be his LLC address.
So what do you do tell the customer? How would I word it?
I would just email the customer like "Hey there, unfortunately Shopify has marked your order as high risk so in order to fulfill this order I need to verify your payment information. I will need a photo with valid government-issued ID, your physical credit card, and the date behind you (you can use your phone or computer for this). Please blur out all information except for the last four digits on your card and your name and address on the identification. As soon as I receive this I'm able to go ahead and process your order so I can get it to you as quickly as possible! If I don't hear back within two business days unfortunately I will have to cancel the order." if they rebuke just say this is for my protection and yours, if someone had stolen your CC and attempted to spend [insert amount] you would hope someone would check in right? It's just like a cashier asking for ID when you use a credit card without a signature. Just word it like it's an absolute, be polite and friendly but firm.
Hey I got a order too from a guy whose billing address wasn't match on risk analysis of Shopify. I was using Shopify payments and I was on my trial account. So I confirmed his address on his bank statements everything was fine. I was waiting for payout to reach my bank so I can process the order, but Shopify ban my account due to high risk orders. I didn't even fulfil ke order.. why is that ??
I guess it's related to the amount of high risk orders your account got in total but I can't be sure about that. You better contact Shopify support.
i got a fraud notification. but the money was deposited into my bank account. so should i be worried? i did not process the order yet
I would say go with your gut...
What if the order isn’t labelled high risk but I believe the customer is a scammer even though their address is the same as billing address?
This person ordered for over $1k and all my products are $10-20. They’re all hand made custom to order so it’ll take me 3 full days of work to make her order and my gut is telling me she’s going to do a chargeback as she’s ordered in 2 different orders and has never ordered before, this is very unusual to get this type of order for me and she is unfindable on Facebook or Instagram and her family too. They don’t seem to exist online.
Should I risk it and make the order and risk to lose money on top of my work time?
Or are there tips to make sure I win the chargeback if she does it?
Can we ask the client for an irrevocable letter of credit if the order is above a certain value? say 5000 USD ?
Completly up to you :)
I have at question I sold an item using Shopify but it was paid using afirm but it was mark as a high risk order ? What do you think about it
I don't know personally but if it was marked as high risk then make sure to check it before you fulfill it.
This was so helpful thank you
Thank you Jess!
Any suggested app to avoid high risk orders please?
I'd recommend nofraud
Hey, I just cancelled my very first High risk of fraud detected order, but I still have a question - should I refund immediately after cancelling the order? There is an option "refund now" and refund later" - what is better? Thank you!
To refund now would be my first choice 😁
I Did a high risk order is that bad?
Sorry I don't understand the question
Can u share ur store
If you cancel the order will the customer get a refund?
yes
I lost lot of my money in e-commerce website can u help me how to took my money back help me sir sad 😢😭
I am very sad to hear this. I hope this video will help you to know what to do for next time🎗
Are you Israeli?
Yes :D
🥱🥱🥱🥱🥱