You should never ship a high risk order! Instead, we strongly advise that you issue a refund to prevent potential disputes.
For the majority of your orders, our adaptive machine learning system provides real-time transaction scoring at the time of a payment, but in some instances, we learn more about a payment's risk level after it has been processed.
Our system uses hundreds of signals about each payment and taps into data across the network of 100,000+ businesses to predict whether a payment is likely to be fraudulent.
That's when a suspicious order is flagged! After that, our internal risk team jumps in and evaluates the order manually and finally, an action from the shop owner is required. Proceed according to the steps below:
1) Reach out to the customer and ask them to verify that the email address and the phone number exist and that they use their full name.
2) Ask your customer to verify their shipping address and the payment method.
3) Refund the order immediately if the customer doesn't cooperate!
Please don't hesitate to get in touch if you have any questions. We will do everything in our power to help. You can also read more about suspicious orders and what they look like here.