Fraud

Review order risk information and resolve or cancel fraud-review tasks.

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 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.