How to Use Fraud Holds

Fraudulent orders are a major headache for any e-commerce business, leading to lost money and frustrating charge-backs. Fraud Holds allow users to flag potentially fraudulent orders. When enabled, the order will not appear in the picking queue until the hold is removed.

This article covers:

• Managing Fraud Holds
• Supported Store Integrations - Map Statuses
• Fraud Holds from Shopify
• Notification Settings

Managing Fraud Holds

There are multiple ways to update a Fraud Hold on an order. For specific instructions, please visit our article, Managing Order Holds in ShipHero

1. Dashboard: Manually apply or remove holds directly through the ShipHero user interface.
2. Automation Rules: Set up rules to automatically apply a hold using the Set Fraud Hold action, which is triggered by specific order conditions.
3. Store Integration: Certain e-commerce platforms, like BigCommerce, can automatically set an fraud hold when orders are imported using the Map Statuses setting on the store connection in ShipHero.  More information below.
4. API: Use GraphQL mutations to programmatically control operator holds. Visit our Developer Site for more information on using the API.

Store Integrations - Map Statuses

For supported stores, an order can automatically be assigned a fraud hold based on its status in the e-commerce platform. For unsupported stores, holds must be managed manually.

How to Map Statuses

1. Go to My Account > Stores and click the Map Statuses on the store.
2. Select Fraud Hold from the appropriate drop-down from the Order Hold column.
3. Click Save.

The table below provides a quick reference for e-commerce platforms and their support for automatic fraud holds.

*Note: While Shopify is not a supported store for the Map Statuses feature, it has its own dedicated Fraud Hold settings explained in the next section.

Fraud Holds from Shopify

Shopify and ShipHero work together to help you catch fraudulent orders. This section breaks down how the fraud prevention systems work, so you can protect your business.

How Shopify's Fraud Score Works

Every order placed on a Shopify store is automatically analyzed for risk. Shopify's Risk Analysis system gives each order a Fraud Recommendation, which is sent to ShipHero. This recommendation can be one of three things:

• Investigate: The order has some suspicious signals and should be looked at more closely.
• Cancel: The order has a high risk of being fraudulent and should likely be canceled.
• Accept: The order appears legitimate and has a low risk of fraud.

Understanding ShipHero's Order Risk Levels

ShipHero takes Shopify’s recommendations and applies its own rules to put a "Fraud Hold" on an order. You can set up your Order Risk Level in ShipHero's from your store's settings page.

To set up Shopify fraud holds:

1. Go to My Account > Stores  and click the Settings button for your Shopify store.
2. Scroll to the Fraud Settings section on the bottom left of the page.
3. Select a risk level from the Order Risk Levels dropdown.
4. Click Save.

Notification Settings

To receive email notifications when an order imports with a fraud hold, add the contact email to the Notify Fraud Hold field on the My Account Settings page. More information about other notification settings can be found here.

1. Go to the My Account > Settings page.
2. Type the person or teams' email and press Enter in the "Notify Fraud Hold Email" field. The email will be highlighted with a green box to indicate the info is properly added.
3. Click Save Changes.

Note: Fraud hold notifications are only sent when an order is first placed on hold during the import process.