Securify help for Shopify merchants
When to cancel, hold or clear a risky order
A flag is a reason to look, not proof of fraud. Decide before you ship: once the goods are gone, you can lose both the money and the product.
Read why it was flagged
The order's card in Order Protection shows the reasons, and Details adds more. Look for:
- Fraud history. Securify Network Intelligence links the email to fraudulent orders at stores that use Securify.
- An email that fails. The address does not exist, is disabled or is a throwaway, the mail server rejects it, or its domain does not exist.
- Mismatched addresses. The billing and shipping addresses are in different countries.
- A risk rating. Shopify or another fraud app on your store rates the order high or medium risk.
- Your own history. The card can show the buyer's earlier orders in your store, and whether the payment has been taken.
Some email results prove little: a full mailbox, a shared company address, a domain that accepts any address, or an address that could not be verified. One signal can have an innocent reason. Several together, on a large order, deserve more care.
Cancel the order when
- Several signals point the same way, and you cannot confirm the buyer.
- The email fails and the order is large.
- The buyer does not answer when you try to confirm the order.
Cancelling refunds the original payment method and restocks the items. You cannot undo it. If Shopify cannot cancel because the payment is pending, Securify puts the order on hold instead.
Put the order on hold when
- You are not sure and want time to check.
- You want to contact the buyer first.
- The order is large and already close to shipping.
A hold pauses fulfillment until you release it, and you can undo it at any time. Do not leave it for long: the customer is still waiting. Held orders from the period you chose show in the On hold list, so you can come back to them.
Mark it as not risky when
- You know the buyer, such as a repeat customer with a good history.
- The buyer has confirmed the order and the details add up.
- The signal has a simple reason, such as a gift sent to another country.
You keep the order, and Securify stops flagging this buyer on your store. If you change your mind, click Flag again on the Cleared customers tab.
If it keeps happening
If one buyer keeps causing trouble, block their email. If the flagged orders you open in Shopify keep shipping to one place, see When to block a country.
To go through your orders, see How to review risky orders.
Still stuck? Open the chat bubble in the Securify app or email dev@otp.plus.