How to handle a high-value order before it ships
- Hold it for reviewSet a value above which first-time orders wait for a check.
- Check the signalsAVS and CVV results, IP location against the billing address, address history and express shipping to a new address.
- Verify with the customerFrom the billing email or phone, not details supplied in the order notes.
- Use 3-D Secure where you canA successfully authenticated payment typically shifts fraud liability to the issuer.
- Photograph and ship with trackingPacking photos of the item and the carrier's delivery scan to the order's address.
- Save the recordsKeep everything with the order so a dispute months later is answered from records.
Why big orders need their own routine
A lost $1,500 chargeback costs the sale, the product, the shipping and a fee, and on Shopify Payments the amount and fee are taken as soon as it opens. Stolen-card fraud aims at high-value, resellable goods: a new customer, a big cart and express shipping from a billing address in one state to another is a pattern Shopify stores see.
The evidence per claim
- Fraud (Visa 10.4): AVS and CVV results, 3-D Secure, the checkout IP and device, delivery to the billing address and earlier undisputed orders.
- Not received (Visa 13.1): carrier tracking with the delivery scan to the order's address.
- Not as described (Visa 13.3): the product page as the customer saw it, packing photos and specifications, and proof that no return was received.
Example: an $1,800 laptop
An electronics store gets an $1,800 laptop order: a new customer, billing in Ohio, next-day shipping to a different state. It holds the order, asks the customer to confirm by phone and to pay again with 3-D Secure. The customer doesn't reply within a day, so the store cancels and refunds before anything ships.
Reason codes this answer covers
- Visa 10.4: Other Fraud: Card-Absent Environment: sometimes winnable
- Visa 13.1: Merchandise/Services Not Received: often winnable
- Visa 13.3: Not as Described or Defective Merchandise/Services: sometimes winnable
More questions
What order value should I review by hand?
There is no network rule. Pick a value where one loss would hurt, then review first-time orders above it. Verdikx's Pro rule templates, for example, include holding high-risk orders over $500, a threshold you can change.
Does 3-D Secure cover not-received claims on big orders?
No. 3-D Secure shifts liability for fraud chargebacks on successfully authenticated payments. A not-received or not-as-described claim still needs delivery and product evidence, so keep the carrier delivery scan and the product page for every high-value order.
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Sources
- Shopify Help Center: Fraud analysis (checked October 5, 2026)
- Stripe Docs: Authenticate with 3D Secure (Disputes and liability shift) (checked October 5, 2026)
- Shopify Help Center: Chargeback process (checked October 5, 2026)
- Visa Core Rules and Visa Product and Service Rules (18 April 2026), Chapter 11 Dispute Resolution (checked October 5, 2026)
Last reviewed by Verdikx Research.