Q&A Fraud
Can a Merchant ask to block a user for fraud reasons?
Yes, If the merchant has valid information that the customer is fraudulent they can share it with their CSM who will provide this information to Global-e’s fraud team. The fraud team will provide negative feedback for the user in our fraud engine and future orders by that user should be rejected.
Can a Merchant request to unblock a customer?
Yes. If a Merchant wants to unblock a customer or an IP address (such as the Merchant’s office for telephone orders) the CSM should send a request to the fraud team ([email protected]).
The fraud team will check for any known risk ratings and if the customer/ IP address can be unblocked, the team will add this to our fraud engine.
Note: as our fraud engine is an AI-based tool, this might take a few days to be updated.
Can we send a fraud report?
A Merchant may also contact the above distro if they want to have a daily fraud report sent to them
How do I find all of the orders cancelled by fraud?
In order to know exactly which orders were canceled due to fraud the merchant needs to review the fraud cancellation report or contact CSM.
If requested, will the fraud team notify a Merchant via email when they cancel an order due to fraud risk?
No. We don’t support this as it’s not scalable.
Is a Merchant able to disable Global-e’s fraud service and handle their own fraud internally?
No. Global-e is the Merchant on record and therefore we take full fraud liability. Fraud prevention is part of Global-e's overall solution and cannot removed.
What are some reasons that an order could be flagged as fraud?
Risky IP connection.
Device properties indicate geolocation change.
Mismatch in transaction details.
Suspicious browsing behaviour.
Important
This information is not to be shared with customers as we do not want them knowing how to potentially circumvent our fraud checks.
What does Global-e cover in terms of fraud?
Merchants working with Global-e have zero fraud risk. Global-e is fully covering all fraud chargebacks.
Note that any service chargeback or other service/product-related chargebacks are not considered fraud and are not covered by Global-e.
What message do customers receive when their order is cancelled for fraud?
Dear <customer name>,
Non-Shopify integration message: "Your order has been cancelled because we are unable to verify your information. Please note, that any amount debited to us will be refunded."
Shopify Integration Message: "Your order has been cancelled."