What is your fraud prevention policy?Updated a month ago

Yes. It is our policy to cancel any order that Shopify's fraud analysis identifies as Medium Risk or High Risk. We do this as a precaution to protect our customers and our business from fraudulent transactions.

What does "Medium Risk" or "High Risk" mean? 
Shopify evaluates every order using a combination of signals — including billing and shipping address mismatches, unusual order patterns, and other indicators commonly associated with fraudulent activity — and assigns a risk level. Orders flagged as Medium or High Risk may indicate a higher likelihood of fraud, such as the use of a stolen payment method.

Will I be notified if my order is cancelled for this reason?
Yes. If your order is cancelled due to a fraud risk flag, we will notify you via the email address provided at checkout. Any payment charges associated with the order will be voided or refunded.

I believe my order was cancelled by mistake. What can I do? 
We understand that legitimate orders can occasionally be flagged. If you believe your order was cancelled in error, please contact our support team at [support email/link]. We may ask you to verify your identity or billing information so we can review and, if appropriate, reprocess your order.

Why do you have this policy?
This policy helps us reduce fraudulent purchases, protect customer accounts and payment information, and minimize losses from chargebacks — all of which help us keep prices and service quality consistent for our customers.

Can I avoid having my order flagged?
While we can't guarantee an order won't be flagged, using a billing address and payment method that match your bank or card issuer's records, and completing your account/contact information fully, can reduce the chance of a false flag.