Fraud costs Shopify merchants an average of 0.8% of revenue annually. AI-powered support can identify fraud patterns early — before chargebacks hit and before your payment processor flags your account.
Fraud in ecommerce is largely a pattern recognition problem. Fraudsters tend to contact support in predictable ways — specific request types, specific timings, specific language patterns — that reveal their intent before the chargeback arrives.
Fraud signals detectable in support emails
- Urgent address change requests shortly after ordering (common triangulation fraud signal)
- Multiple orders with identical shipping addresses but different billing details
- Requests to reroute "just delivered" packages to a new address
- Return requests for products claimed never received, within hours of delivery confirmation
- "I never authorized this charge" emails shortly after order placement without standard cancellation request
How AI identifies and flags these patterns
AI support can be configured to automatically flag tickets matching high-risk patterns for human review before taking any action. An address change request gets flagged; the human reviews the order details and decides whether to proceed. This single capability prevents a significant percentage of friendly fraud.
Never configure AI to automatically reject fraud-flagged requests — false positives would create terrible customer experiences. Flag for human review, never auto-block.
