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Phone Activation

Last Update hace 3 meses

How do I activate my device? How do I transfer my phone number to Gen Mobile? How long will it take to transfer my phone number to Gen Mobile? Should I cancel my existing service before I transfer my phone number? Fraud Order

Fraud Order

Shopify Fraud Orders

Maria O TM

Last Update hace un año

There will be some orders that will prompt as “High or Medium Risk of Fraud” alert.

This alert refers to a transaction processed through Shopify, but it detects fraud, which could be for several reasons.

These are some of the things Shopify analyzes to detect fraud


  • Whether the customer provided the correct CVV code
  • Whether the credit card used for the order passes AVS (address verification check)
  • Billing address ZIP or postal code vs the credit card's registered address
  • Whether the customer tried to use more than one credit card
  • Billing country vs the country from which the order was placed
  • Details about the IP address used to place the order
  • Characteristics of this order are like fraudulent orders observed in the past
  • Location of IP address
  • Distance between shipping address and location of IP address

How to proceed


  • Inform your supervisor about the order for review


If there is a comment in Shopify notes with an item sent to a customer.

e.g., a SIM card number notated by Gen Mobile, means the order has been processed correctly but the “Fraud” alert remains.

You can inform the customer order is set and they should receive their item in the given timeframe.

Never tell the customer the order is flagged as fraud

What should I say to the customer?
Advise them the item is out of stock(if it is a device) or the order could not be completed(if it is service) and ask them to submit the order again


Example:
-The reason why we cant fulfill your order is because we are out of stock for the device you purchased, we have no estimated date in which we will replenish.
-The reason why we cant fulfill your order is because we are noticing an error in it, we will canceland refund the order form our end so you can resubmit a new one.

For all High Risk orders, process a refund.


Medium Risk orders that include a device, process a refund.


Medium Risk orders without a device can be fulfilled. This includes new activations, new activations with a SIM orders, refills and top-ups.  


When refunding a High Risk or Medium Risk order with a device, notate,


“Unable to fulfill order. Refund processed, please advise the customer to make a new purchase.” 

MAO Maria Ortega 05/20/2025 Add the High and medium risk order

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