Shopify fraud / verification macros
Neutral Shopify order-verification replies for address mismatches and review requests. Keep the verification proportional, protect customer information and separate review from approved financial actions.
Updated 3 October 2026 · CaseKit team
Check the signal before contacting the customer
Review Shopify’s order record, payment information available to your team and the reason an order was flagged. A risk signal is not proof of fraud. Avoid accusing the customer or revealing private scoring rules. Use an authorised review process rather than making a decision from a single address mismatch.
Use a safe verification channel
Ask for the minimum information needed to identify the order. Prefer your established account or support process. Never request a password, complete card number or security code by email. Do not use an ordinary email macro to collect a photo ID; escalate any identity-document requirement to a reviewed secure process with clear retention rules.
Record the decision separately from the reply
Confirm whether the order is awaiting review, approved for processing, cancelled or refunded. Do not say a parcel is released merely because verification passed. Check warehouse instructions and actual order activity. A cancellation does not prove a refund: inspect the payment record before confirming money was returned.
Copy-paste starters
Replace every placeholder, check the condition above each reply and remove any action or estimate that is not verified. These templates do not send messages or perform order actions.
Routine order check
Use when: a review is actually required and the customer has not yet been verified.
Hi {first_name},
We are reviewing order {order_number} before the next processing step. Please confirm {minimum_needed_detail} through {secure_support_channel}.
We will not ask you for your password or full card details. I will update you by {next_update_date}.
Best,
{agent_name}Address mismatch
Use when: the relevant addresses differ and your approved process requires clarification.
Hi {first_name},
I need to confirm the delivery details for order {order_number}. Please review the address in your secure order/account page and confirm the intended delivery address through {secure_support_channel}.
I will check the available options before making any change.
Best,
{agent_name}Address change during review
Use when: an address change would require another review.
Hi {first_name},
I received your request to change the delivery address for order {order_number}. The order is currently under review, so I cannot confirm the change yet.
I will ask {review_team} to check it and update you by {next_update_date}.
Best,
{agent_name}Secure escalation
Use when: email verification is insufficient; do not attach an identity-document request.
Hi {first_name},
We need an additional review for order {order_number}. Please use {verified_secure_support_process} for the next step. Do not send identity documents or payment-card information in this email thread.
If that process is unavailable to you, reply here and I will ask our team about an alternative.
Best,
{agent_name}Review complete
Use when: an authorised reviewer has completed the check, but dispatch is not confirmed.
Hi {first_name},
The review of order {order_number} is complete. The current next step is {verified_next_processing_step}.
{verified_dispatch_information_or_next_update}
Best,
{agent_name}Cancellation and refund recorded
Use when: both cancellation and a successful refund are independently confirmed. Remove the refund sentence if it is not recorded.
Hi {first_name},
Order {order_number} has been cancelled after review.
Our payment record confirms a refund of {refund_amount_and_currency} to {recorded_payment_method} on {refund_date}. {verified_provider_processing_estimate}
Please reply if you need help checking these details.
Best,
{agent_name}