Frequently asked questions about Fraud Protect

I don't see a Fraud prevention section in my Shopify Payments settings. How do I activate Fraud Protect?

If you don't see a Fraud prevention section on the Shopify Payments page in your Shopify admin, then your business isn't currently eligible for Fraud Protect.

Which orders are protected?

To qualify for Fraud Protect, orders must be online and paid for through Shopify Payments. When Fraud Protect is activated, online Shopify Payments orders are analyzed and classified as "protected" or "not protected". Most online Shopify Payments orders are protected, but orders with a very high risk of being fraudulent are not protected.

Examples of orders that don't qualify for Fraud Protect are PayPal orders and point of sale orders.

Which orders aren't protected?

To qualify for Fraud Protect, orders must be online and paid for through Shopify Payments. When Fraud Protect is activated, online Shopify Payments orders are analyzed and classified as "protected" or "not protected". A small number of orders have a very high risk of being fraudulent and aren't protected.

I deactivated Fraud Protect. Why do I still see a Fraud Protect card on my orders?

All protected orders placed while Fraud Protect was active continue to be protected, even after you deactivate Fraud Protect. You continue to see the Protection status filter on your Orders page to help you find orders that were analyzed and protected when the feature was active.

I got a fraudulent chargeback on a protected order. Do I need to do anything?

No, you don't need to do anything. Shopify reimburses you immediately for the amount of the chargeback and handles the dispute process.

When a credit card holder initiates a chargeback dispute, they must indicate the reason for the chargeback. If the reason is fraudulent, general, or unrecognized, and the order is protected by Fraud Protect, then the chargeback is covered by Fraud Protect.

I got a chargeback on a protected order and the amount wasn’t reimbursed. Why?

When a credit card holder initiates a chargeback dispute, they must indicate the reason for the chargeback. Fraud Protect does not protect against chargebacks made for the following reasons:

  • Duplicate: the customer believes that you charged them twice for the same product or service.
  • Subscription canceled: the customer believes that you charged them for a subscription after it should have been canceled.
  • Product not received: the customer believes that they did not receive the goods or services they purchased.
  • Product unacceptable: the customer feels that the product was received but was defective, damaged, or not as described.
  • Credit not processed: the customer informed you that the purchased product was returned or that the transaction with you was canceled, but you have not yet refunded or credited the customer.

Learn more about the types of chargebacks you might encounter with Fraud Protect activated.

Can point of sale orders be protected by Fraud Protect?

Only online orders processed through Shopify Payments are eligible for protection through Fraud Protect. This means that point of sale orders aren't protected.

Does Fraud Protect work with PayPal Orders?

Fraud Protect doesn't cover PayPal orders. However, PayPal orders might be eligible for PayPal Seller Protection. PayPal Seller Protection can protect merchants against fraudulent chargebacks. If your order in Shopify isn't eligible for Fraud Protect because payment was received through PayPal, but it is eligible for PayPal Seller Protection, then you see this card:

PayPal seller protection card

To learn more about PayPal Seller Protection, see PayPal Seller Protection.

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