> For the complete documentation index, see [llms.txt](https://docs.hotwax.co/documents/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hotwax.co/documents/retail-operations/orders/order-management/fraud-orders.md). # Fraud Use `Fraud` to review the payment and risk information for orders that need a fraud decision. Shopify orders appear in this queue when risk recommends `Investigate`, or when risk recommends `Cancel` and automatic cancellation is turned off. ## Understand this task Each card is one order-level fraud-review task, not an action already taken. Resolving it does not execute the recommendation or complete other tasks, so review [Order details](/documents/retail-operations/orders/order-management/view-order-details.md) before deciding that the order is ready. ## Search, filter, and sort Search by order name. Available filters are: * `Sales channel` * `Order date from` * `Order date through` * `Task created from` * `Task created through` * `Order status` * `Risk recommendation` * `Risk level` Use the order date filters to find orders placed during a date range. Use the task created filters to find fraud tasks created during a date range. A through date includes the complete selected day. Sort by task date, order date, order total, risk severity, or recommendation. The default, `Oldest task first`, puts the fraud tasks that have waited longest at the top. Select `Clear filters` to return to the complete queue. ## Read a fraud task The card header shows the order name, order date, order grand total, and task age. Hover over the task-age badge to view the exact task-created timestamp. Use the copy controls beside the customer name, phone number, and email address when you need to contact the customer. Review the `Ordered items` section to confirm the products and quantities on the order. The `Payment` section shows each payment method, payment status, and amount. Pending payment statuses are highlighted. The `Risk analysis` section can show: * `Suggested action`, which is the risk recommendation * Risk-increasing facts * The number of negative, neutral, and positive facts The suggested action is guidance for your review. It is not an action that Order Manager has already performed. When facts are available, select `View details` to review each risk provider, risk level, assessment date, and fact. The detail view lists negative facts first, followed by neutral and positive facts. When no facts are available, the sentiment counts and `View details` are not shown; review the other order and payment evidence before resolving the task. Select `View order` to review the complete order before making a decision. ## Resolve a fraud task Use `Resolve task` only after you have reviewed the risk information and completed any required follow-up. 1. Review the payment status, suggested action, and risk facts. 2. Select `View details` when you need the complete assessment. 3. Select `Resolve task`. `Resolve task` does not show a confirmation. It immediately completes only the fraud-review task. It does not execute the suggested action, cancel items, approve the order, or change a payment status. ## Cancel a fraud order Use `Cancel order` when your review determines that the order should not be fulfilled. 1. Select `Cancel order`. 2. Review the confirmation. The action cannot be undone. 3. Select `Cancel order` again to continue. Fraud tasks apply to the complete order. This action cancels the order items across all ship groups and then cancels the fraud task. ## Complete several fraud tasks 1. Select `Select`. 2. Load any additional tasks that you want to include. The header checkbox selects only the cards that are currently loaded. 3. Select the individual cards, or use the header checkbox to select all loaded cards. 4. Choose a bulk action: * `Resolve` immediately attempts to complete every selected fraud task. This action does not show a confirmation, execute a recommendation, or cancel order items. * `Cancel orders` confirms the number of distinct orders, cancels the order items, and cancels every selected fraud task. If several selected tasks belong to the same order, Order Manager cancels that order once and updates the status of every selected task. ## Recover from an error After a bulk action, Order Manager reports completed and failed task counts, then reloads the queue. A cancellation confirmation counts distinct orders, while the result messages count task records. If a fraud task remains after a cancellation failure, select `View order` and check its current state before repeating the action. The item cancellation can succeed even when the fraud-task status does not update. During the first load, the page shows a progress indicator. A refresh keeps the existing cards visible and shows a progress bar. If the first request fails, select `Retry`. If filters return no matches, select `Clear filters`. More tasks load as you scroll. When the unfiltered queue is empty, the page links to Shopify fraud analysis, high-risk workflow configuration, and custom risk assessment guidance. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.hotwax.co/documents/retail-operations/orders/order-management/fraud-orders.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.