Fulfilling orders with Fraud Protect

When you're fulfilling orders, you can identify which orders are protected in three ways. You can find protected orders to fulfill from your Home page, filter the Orders page by fraud protection status, or view the fraud protection status on any individual order page.

Find protected orders from Home

With Fraud Protect activated, new tasks are shown on your Home page:

Fraud protect home tasks

Clicking Protected orders to fulfill brings you to a filtered view of your Orders page that displays only unfulfilled orders that are protected by Fraud Protect.

Clicking Orders to review brings you to a filtered view of your Orders page that displays all unfulfilled orders that are not protected. This includes orders that are not protected due to high risk of fraud, as well as orders placed before you activated Fraud Protect, and orders that aren't eligible for Fraud Protect.

Filter orders by protection status

To find unfulfilled, protected orders on the Orders page:

  1. From the Shopify admin, click Orders.
  2. Apply a filter for fraud protection status:
    1. Click Filter.
    2. Select the Protection status filter.
    3. Select Protected, and then click Add filter.
  3. Apply a filter for fulfillment status:
    1. Click Filter.
    2. Select the Fulfillment status filter.
    3. Select Unfulfilled, then click Add filter.

You can combine other filters, such as payment status, to create custom searches to streamline order fulfillment.

Example of using custom filters to streamline order fulfillment

In this example, Jane has activated Fraud Protect for her home decor store. She wants to quickly fulfill all protected orders and review all unprotected orders. To simplify this workflow, she creates two custom searches on her Orders page by following these steps:

  1. From the Shopify admin, Jane clicks Orders.
  2. She filters her orders to only display ones where the fulfillment status is unfulfilled.
  3. Using the Protection status filter, she narrows the list of unfulfilled orders to only show those that are protected.
  4. She saves the custom search and names it “Protected Orders to Fulfill”.
  5. Jane follows these steps, but she sets the protection status to “Unprotected” and enters “Unprotected Orders to Review” in the Save search name text box.

Jane now has two custom searches that streamline her order fulfillment process.

View an order's fraud protection status

You can view the fraud protection status on any individual order page.

Steps:

  1. From the Shopify admin, click Orders.
  2. Click the order number of the order you want to review.
  3. Look for the Fraud Protect card.

An order can be protected, not protected, pending fraud protection status, or not eligible. Depending on which it is, you'll see the following indicators on the order page:

Protected order

On an order that is protected, the Fraud Protect card reads "This order is protected from fraud". This order is protected, so you can confidently fulfill it. If there’s a fraudulent chargeback on this order, then you don't have to do anything. Shopify reimburses the funds to your account and handles the chargeback dispute process for you. Learn more about what happens if there’s a fraudulent chargeback on a protected order.

Unprotected order

On an order that isn't protected, an unprotected order banner is displayed, and the Fraud Protect card reads "This order can't be protected because its level of risk is too high".

Carefully review this order, and either cancel it, or fulfill it at your own risk. If there’s a fraudulent chargeback on this order, then you aren't automatically reimbursed for the cost. Learn more about what happens if there’s a fraudulent chargeback on an order that isn't protected.

Fraud protection status pending

When an order is placed on your store, you typically know whether it’s protected or not immediately. In rare cases it may take a few minutes before an order is analyzed for fraud risk. If the fraud protection status of an order is pending, then it has a pending banner and the Fraud Protect card reads "This order’s fraud protection status is pending”.

At this stage, risk hasn't been analyzed for this order yet. Wait to decide whether or not to fulfill this order until the fraud analysis is complete and the order has been classified as either "protected" or "not protected". You can try refreshing the page to see if the status has changed.

Orders that aren't eligible

On an order that isn't eligible for Fraud Protect, there is no Fraud Protect card. Instead, you see a Fraud analysis card telling you the order isn't eligible for Fraud Protect, and indicating whether the order is low, medium, or high risk. Orders that aren't eligible for Fraud Protect—such as PayPal or point of sale orders—can be processed in the same way as before you set up Fraud Protect.

Since this order is ineligible for protection, if you fulfill the order and there is a fraudulent chargeback, then you aren't automatically reimbursed for the chargeback amount. Learn more about chargebacks.

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