Shopify Fraud Prevention SOP

Purpose

This standard operating procedure explains how to identify, review, document, and resolve potentially fraudulent Shopify orders. Its goal is to reduce chargebacks and financial losses while minimizing unnecessary friction for legitimate customers.

Key principle

A single red flag rarely proves fraud. Multiple indicators that support the same suspicious story require additional verification.

Roles and Responsibilities

Initial Reviewer or VA

• Reviews Shopify Fraud Analysis and order details.
• Validates customer, payment, and shipping information.
• Records red flags and supporting evidence.
• Places the order on hold when manual verification is required.

Customer Service

• Contacts the customer using the approved verification script.
• Documents the customer’s answers and any inconsistencies.
• Completes basic company or identity research when necessary.

Store Owner or Manager

• Reviews escalated orders.
• Approves requests for additional documentation.
• Makes the final decision to fulfill, hold, cancel, or refund an order.

Orders That Require Manual Review