Identifying and Preventing Fraudulent Orders – SHOPLINE Help Center

SHOPLINE's fraud analysis tools are designed to help you identify and mitigate potential fraudulent orders. By proactively reviewing high-risk orders, you can reduce the risk of chargebacks and financial losses. Shipping goods for fraudulent orders can result in costly chargebacks, negatively impacting your business. Additionally, credit card companies may reverse transactions involving stolen cards, even after payment has been processed.

To help you combat fraud, SHOPLINE offers a comprehensive suite of tools. These tools assist in verifying online payments, identifying potential fraud indicators, and gathering evidence to dispute fraudulent charges.

By leveraging SHOPLINE’s built-in metrics, third-party anti-fraud apps, and anti-fraud recommendations, you can strengthen your overall fraud prevention strategy. A proactive approach to fraud prevention helps safeguard your business and maintain customer trust.

Notes:

In cases of fraudulent orders, the decision to reverse payment lies with the bank that issued the credit card. SHOPLINE is not responsible for any fees associated with payment reversals.
Fraud analysis is only applicable to online payment orders that SHOPLINE can verify. Orders that cannot be verified, such as offline payments, are not eligible for fraud analysis.

Viewing Order Fraud Analysis

Fraud analysis typically executes and returns a result immediately. In rare cases, the process may take a few minutes. If you see a message on an order that says fraud analysis is in progress, try refreshing the page or coming back later. It's best to wait until the fraud analysis is complete before fulfilling the order.

To view the fraud analysis results for an order, follow these steps:

From your SHOPLINE admin panel, go to Orders.
Orders flagged as medium or high risk will display an exclamation mark next to the order number. Click the order you want to review.
On the order details page, locate the Fraud analysis section. If you are using a third-party anti-fraud app, its advice will also appear here.
Based on the evaluation of the fraud indicators, SHOPLINE provides a risk level for the order. Click View complete analysis for detailed information.

Understanding Analysis Indicators

SHOPLINE's fraud analysis evaluates multiple indicators to assess an order's risk level. This risk level is visually represented by color-coded bars:

Green bar: Indicates a low-risk level and displays basic information related to the order.
Yellow bar: Represents a medium-risk level and provides additional details that might be useful to address the risk.
Red bar: Signifies a high-risk level and highlights critical information suggesting potential fraud.

Common key indicators used to investigate potential fraud include:

Verifying whether the CVV code provided by the customer is correct.
Assessing basic information used to place the order, such as IP address, account, and device. For example, unidentified or proxy IP addresses could be flagged as medium-risk or high-risk.
Evaluation of detailed shipping information, such as order email and phone number.
Comparison of the order’s placement location with the delivery location.
Detection of multiple payment attempts by the customer.
Analysis of the customer’s historical behavior regarding order cancellations and risk level.
Risk judgments based on other operational behaviors or information of the customer.

Recommended Actions

SHOPLINE's anti-fraud recommendations are powered by advanced machine learning algorithms trained on a vast dataset of transactions across SHOPLINE stores. These insights help you make informed decisions about handling orders. As technology evolves, we continually refine our algorithms to improve their accuracy and effectiveness in detecting fraud.

Here are our recommendations for handling orders based on their risk level:

Low-risk orders (Green): These orders are generally safe to fulfill. Unless there are unusual circumstances, you can proceed with shipping.
Medium-risk orders (Yellow): These orders may show some signs of potential fraud. We recommend contacting the customer to verify their identity by confirming details such as their name, email, phone number, and shipping address. Once verified, you can proceed with shipping.
High-risk orders (Red): These orders have a high likelihood of being fraudulent. If you cannot verify the authenticity of the order, we strongly recommend canceling it and refraining from shipping.

Third-party Anti-Fraud Apps

The SHOPLINE App Store offers third-party apps to enhance fraud prevention. Indicators and suggestions provided by these apps are displayed alongside SHOPLINE's fraud analysis for each order.

API Documentation for Order Risk Management

For details on order risk-related APIs, refer to the documentation below: