Short Answer

You can prevent friendly fraud on your Shopify store by tightening your order review process, setting clear expectations, and documenting delivery accurately. Most “friendly” disputes come from customers who got what they ordered but go to their bank instead of your support team. Focus on stronger checks at checkout, better proof for every order, and fast, written communication when something goes wrong. Tools like Chargeflow Prevent can also flag risky buyers before they place another order.

Steps to Solve the Problem

1. Tighten risk checks at checkout
   Turn on AVS and CVV checks with your processor and use Shopify’s fraud analysis to flag “medium” and “high” risk orders. Manually review risky or high-value orders and contact the customer if details look off. Chargeflow Insights can help surface patterns or repeat signals that Shopify alone may miss.
   
   
2. Use trackable, reliable shipping
   Ship with tracking on every physical order and upload tracking numbers in Shopify. For higher value orders, add a signature on delivery so you can prove the package was delivered to the customer. This proof becomes key evidence when someone claims the item never arrived.
   
   
3. Make policies visible and simple
   Put shipping times, refund rules, and digital access terms on product pages, in the cart, and at checkout. Use plain language and keep screenshots of these pages so you can prove what the buyer agreed to.
   
   
4. Make support the first stop, not the bank
   Add clear “need help with this order?” links in confirmation emails and on the order status page. Reply quickly and confirm any refund, replacement, or cancellation in writing so you can show the bank you tried to solve the issue.
   
   
5. Track and block repeat abusers
   Tag orders where you lose disputes and watch for the same email, address, card fingerprint, or device. With Chargeflow Prevent, you can automatically flag these profiles and block or review future orders before they turn into another dispute.
   

Platform or Use Case Variations

On Shopify, utilize the built-in fraud analysis features, combined with apps for address validation, blocklists, and risk scoring. Keep your billing descriptor close to your store name so customers recognize the charge. For subscriptions or digital goods, save login logs, download records, and renewal notices, as this data often determines these disputes. Chargeflow Automation can package this digital evidence cleanly for processors.

Evidence Needed

For friendly fraud disputes, save:

• Order invoice with customer details
• AVS and CVV results, IP, and device data
• Screenshots of product pages and store policies
• All written communication, including support outcomes
• Tracking and delivery confirmation that proves the package reached the customer
• For digital goods: access logs and timestamps

Chargeflow Automation can organize these into bank-ready evidence files.

Why This Happens

Friendly fraud usually appears when buyers regret a purchase, do not recognize the descriptor, or skip your support team. Strong documentation keeps banks from assuming the customer is right.

Chargeflow helps you automate dispute responses, block risky buyers, and spot patterns of abuse early so you keep more of the revenue you already earned.