High Risk Fraud Orders

Orders in Shopify will automatically be run through a Shopify fraud detection process.

In some circumstances the system will detail an order as High Risk Fraud.

These orders should be placed on hold and the customer contact for further information. The steps for contact are as follows:

Step 1: Contact via phone and request photo of credit card and ID with name matching that name on the credit card.
Cedit card image: needs to shwo the name on the card and the last 4 digits - the other digits can be covered
ID matching the name on the credit card (e.g. drivers license).
There are canned responses in reamaze for this and are as follows:

Step 2:
If no phone conversation then send the following email:

Hi NAME,

We have tried to contact you with regards to your order ORDER NUMBER for RECIPIENT NAME but have not been able to reach you.

The transaction has been flagged as a high risk of fraud and so has been placed on hold until we obtain further information.

For us to dispatch this order can you please provide a copy of the credit card used to place the order (showing the name on the card and the last 4 digits - the other digits can be covered) as well as an ID matching the name on the credit card (e.g. drivers license). This will assist us in verifying the transaction.

Unfortunately we won't be able to dispatch this order until we are able to verify this information.

If you have any questions please feel free to reply to this email or if you would prefer a call to explain the situation please let me know the best time to reach you.

Kind Regards,

Step 3: If asked why this cannot be verified over the phone / reluctant to provide information
Hi CUSTOMER NAME,

Thanks for your reply.

Understand your trepidation as we are in a similar position due to the transaction having been identified as a high potential of fraud.

Unfortunately a verbal confirmation would not be sufficient in this instance as this does not prove physical ownership of the credit card details used for the order, i.e. card details can be skimmed, digitally stored etc.

To do the verification with transactions that are flagged as high risk fraud like your order we need to be able to sight the card (showing the name and last 4 digits - other details can be covered) and have an ID that matches the name on the credit card to confirm the name on the credit card is not a fake (again other details on the ID can be covered up).

With online fraud on the rise we have had to increase the measures we use to not only detect possibly fraudulent transactions but also how we verify the details so that we mitigate the risk to our business.

I will have the order cancelled and refunded, please allow up to 5 business days for this to appear in the account.

Kind Regards,

Helen

Step 4: Verify and dispatch or Cancel order

If the information is provided and the ID / card match then the order can be dispatched.
If the customer does not provide this information or the ID / card does not match then cancel the order and refund it.



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