FRAUDULENT TRANSACTION

Evidence for a fraudulent transaction dispute

The customer says they did not authorize the purchase. The strongest response connects the transaction to the cardholder through verification, history, access, or delivery records.

Records to gather

• AVS and CVV result codes when the payment record provides them.
• Checkout IP and location consistency with prior orders.
• 3D Secure authentication when available.
• Prior undisputed orders tied to the same customer or address.
• Delivery confirmation to the verified address.
• Customer messages acknowledging the order or delivery.

How to organize the response

1. Lead with the strongest direct link between the cardholder and transaction.
2. Use typed payment fields when available. Do not depend on unstable gateway receipt JSON.
3. Add prior-order and delivery history as corroboration, not as a substitute for direct proof.

Shopify Protect may cover eligible fraud-related disputes for some Shop Pay orders. Check the order before assembling a separate response.

Source: Shopify Help Center. FlatBrief summarized the checklist.

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