Why was my order flagged?Updated 14 days ago
If your order was flagged, it means it was identified by our system or payment provider as potentially high-risk.
This is a standard security measure designed to protect both you and our business from fraudulent transactions.
Why orders get flagged
Orders may be flagged for a variety of reasons, including:
1. Mismatch in billing details
- Billing address does not match the card
- Incorrect postcode or contact details
2. High-value transactions
- Larger orders may trigger additional security checks
3. Multiple payment attempts
- Repeated failed payment attempts can trigger a flag
4. Unusual activity
- Orders placed from a different location or IP address
- Use of VPNs or masked locations
5. Payment provider security checks
- Shopify Payments, PayPal, Afterpay, or Zip may flag transactions automatically based on their internal systems
What happens when an order is flagged
If your order is flagged:
- It may be placed on hold
- Additional verification may be required
- In some cases, the order may be cancelled for security reasons
This is done to prevent unauthorised transactions.
What you can do
If your order has been flagged, we recommend:
- Checking that your billing and shipping details are correct
- Contacting your bank to confirm the transaction
- Reaching out to us if you believe the order is legitimate
Important things to understand
- These checks are in place to protect against fraud and chargebacks
- We do not manually control all flags, many are set by payment providers
- Orders that cannot be verified may be cancelled as a precaution
Our recommendation
To avoid issues:
- Ensure your billing details match your payment method
- Avoid multiple failed payment attempts
- Use a secure and consistent checkout process
Important
For security reasons, we reserve the right to cancel any order that cannot be verified. This is to protect both our customers and our business.