When a merchant cancels or modifies an order in Shopify after it was placed & screened by NoFraud, it may impact the NoFraud decision on the order, as well as impact the NoFraud fees associated with the transaction. This article will give you helpful information about what to expect when a Shopify order is modified or cancelled.
What Happens When a Shopify Order is Cancelled
When a merchant cancels an order within their Shopify dashboard, the order will automatically be cancelled within NoFraud. There is no need for you to reach out to NoFraud when a Shopify order is cancelled as we will receive notification directly from Shopify.
Are NoFraud's Fees Refunded When a Shopify Order is Cancelled?
The status of NoFraud's fees for cancelled Shopify orders depends on which solution you are currently enrolled in:
- Merchants enrolled in Chargeback Protection and/or INR Protection: If the order was eligible for Chargeback Protection and/or INR Protection then all relevant NoFraud fees will be refunded if the order is cancelled within seven days of being placed.
- Merchants without Chargeback/INR Protection: If the order was screened by NoFraud but was not eligible for Chargeback/INR Protection, the relevant NoFraud fees will not be refunded if the order is cancelled in Shopify.
What Happens When a Shopify Order is Modified
It is important to note, that there are two different types of modifications that can be made to an order, and the impact each type of modification has on the NoFraud decision and fees varies. The two types of modifications are:
Modifications To Item/s in The Order:
This includes adding, removing, and/or substituting an item on the order in a way that impacts (either increases or decreases) the total price. For example, if an order was screened with two items and the total price was $100, but was then modified to remove one of the items and the total price is now $50.
Here are the important things to note about Shopify orders where the item/s are modified after screening:
- If the total price changes in any way, NoFraud will automatically be notified of the modification and will adjust the order and NoFraud decision accordingly. You do not need to resubmit these orders for fraud screening.
- If you have Chargeback/INR Protection enabled, the NoFraud fees will automatically be adjusted based on the new total price of the order (as long as the order was modified within seven days). If the order total was originally higher, then decreased after it was modified (e.g. an item/s was removed from the order), you will be refunded any excess fees.
For merchants not enrolled in Chargeback/INR Protection, no fee adjustments will be made when a Shopify order is modified.
Modifications to Customer, Shipping, & Payment Data:
In other circumstances, a customer may want to modify aspects of the order that do not impact the total price. For example, if an order was submitted and screened and the customer reaches out afterwards to update the email address, phone number, or any other aspect of the order other than modifying the actual item/s.
Here are the important things to note about Shopify orders that were modified after screening, but the order amount did not change:
- NoFraud will not be notified about any changes to a Shopify order that does not impact the total price. Thus, if you wish for these orders to be rescreened by NoFraud you must manually edit the order within the NoFraud portal.
- NoFraud recommends that you never modify the shipping address after an order has been screened. This is a common fraud tactic, and if the shipped address is changed after the order is screened, it will not be eligible for Chargeback/INR Protection unless the modified shipping address is resubmitted to NoFraud for screening.
- Other modifications (aside from shipping address) generally will not impact Chargeback/INR Protection eligibility, but we still recommend these orders be resubmitted for screening if modifications are made.