If your Shopify store allows customers to place phone orders by calling your customer support team, follow these instructions to ensure NoFraud is getting all the necessary information for screening these phone orders:
When your rep places an order on a customer’s behalf the data we receive by default is not always fully accurate. For example, because the order is being placed on your rep's computer (as opposed to an online order where the customer submits the order on their own device), the device data NoFraud receives will not reflect the actual customer's information. Without implementing our Phone Order solution, this can cause false declines and inaccurate fraud screenings, because your rep's device data will not match the customer's information.
Sending a Custom Payment Link to Ensure Accurate Screening for Phone Orders
To ensure your customer’s information is being screened accurately for phone orders we recommend the purchase be completed via a customized payment link that is emailed directly to the customer. This ensures that we receive the customer's true device data when they submit the payment and that the order is accurately screened for fraud. To send the customized payment link when completing a phone order, your rep should follow these steps:
Your rep creates a draft order within Shopify.
Your rep applies the relevant products that were ordered and enters all the customer's shipping and contact information to the draft order.
On the draft order page in your Shopify Dashboard, your rep should select Send Invoice so that the customer is emailed a copy of the draft order with the custom checkout link:
Once Send Invoice is selected, your rep will be able to customize the subject line and then send the invoice/payment link to the customer directly. The customer will receive an email that looks like this:
The customer can then complete payment via the link included in the invoice your rep emailed to them. This will complete the order within Shopify and it will be submitted to NoFraud at that point with all of the customer's accurate data and information.