Fraud and chargebacks on Shopify in Singapore

Information checked as of 17 October 2026

Card fraud and chargebacks cost a store the sale, the goods and a chargeback fee, and too many can put your Shopify Payments account at risk. This guide covers Shopify's fraud tools, how to respond to a chargeback, what 3D Secure does, why Shopify Protect doesn't help Singapore stores, and practical prevention, including cash on delivery and PayNow. It ends with where to report scams in Singapore.

This is general information, not legal advice. It summarises Shopify and Singapore Government sources as of the date above. We don't quote fees or exact deadlines that change; follow the links for current figures.

Shopify's fraud analysis

Shopify's fraud analysis and its overview page describe two parts:

• Fraud indicators: details such as whether the card passed the address verification (AVS) check, whether the CVV was correct, whether the customer's location matches the payment method, unusual device or network activity, and whether several cards were tried.
• Fraud recommendation: for eligible online card orders, a low, medium or high risk of a fraud chargeback. Medium and high risk orders are flagged on the Orders page.

Shopify warns that fulfilling high-risk orders can lead to more chargebacks, which can result in payment processing being disabled and removal from Shopify Payments. Shopify's prevention guidance ties AVS-based shipping decisions to cards from the United States, the United Kingdom and Canada, so for many other cards a missing AVS result on its own isn't proof of fraud.

Automating high-risk orders

Shopify Flow has templates for high-risk orders, for example capturing payment only when an order isn't high risk, or cancelling and restocking high-risk orders. Use the "Order risk analyzed" trigger, because the analysis takes time after an order is created. Shopify's Fraud Control app adds a fraud dashboard and similar automation templates.

Third-party apps such as Signifyd offer fraud screening with chargeback guarantees, according to its listing. Check each app's countries, pricing model and how it works with Shopify Payments before installing.

3D Secure

Shopify's pages on 3D Secure checkout and preventing fraud say Shopify Payments applies 3D Secure authentication when the card issuer requires it. When a payment is successfully authenticated, liability for a fraud chargeback generally shifts to the card issuer. It doesn't protect you against "item not received" or "not as described" disputes, and Shopify notes limits on that protection.

Shopify Protect isn't available in Singapore

Shopify Protect reimburses eligible fraud chargebacks on Shop Pay orders, but Shopify's considerations and order protection pages say you must be located in the United States and have a US Shopify Payments account. Singapore stores aren't covered, so plan to handle disputes yourself.

The chargeback process with Shopify Payments

According to Shopify's pages on responding to chargebacks, managing them in the admin and resolving them:

• The disputed amount and a chargeback fee are taken from your balance. Fees by country are listed on Shopify's chargeback page; Singapore has its own SGD fee. If you win, the amount is returned.
• The order shows a chargeback banner and a due date, typically 7 to 21 days after the dispute is filed.
• Click Add evidence on the order. Shopify includes order details, addresses and tracking automatically; you add what only you have, such as customer messages, delivery proof and the policies they agreed to.
• You can submit early, which locks your evidence, or let Shopify submit on the due date. After the deadline you can't add more, and the card network's decision is final.
• If you sort things out with the customer, they must ask their bank to withdraw the dispute; upload their bank's withdrawal letter as evidence.

For card payouts and how deductions show up, see our payouts guide.

Practical prevention

Shopify's chargeback prevention page recommends a recognisable statement descriptor, receipts, clear product descriptions and contacting customers before shipping risky orders. For a Singapore store:

• Check addresses: watch for billing and shipping mismatches, freight forwarders, or many orders to one address with different cards.
• Hold high-risk orders: verify by phone or email before fulfilling, and cancel and refund if you can't.
• Use tracking: ship with tracking and, for high-value items, signature on delivery.
• Keep records: save chats and emails with customers; they're your evidence later.
• Pre-orders and subscriptions: charging before shipping or renewing automatically raises dispute risk unless terms are clear. See our pre-orders guide and subscriptions guide.

COD and PayNow considerations

Payments that aren't card payments don't have card chargebacks, but they carry other risks. With cash on delivery, the risk is refused deliveries and wasted shipping rather than chargebacks. With PayNow, check that the payment has actually arrived in your account or gateway before shipping; don't rely on a screenshot from the customer, which can be faked. If your PayNow goes through a gateway, its own dispute rules apply.

Reporting scams in Singapore

If your business is targeted by a scam, for example fake payment confirmations or impersonation of your brand, ScamShield's "I've been scammed" page advises acting quickly: contact your bank, file a police report online or at a Neighbourhood Police Centre, secure your accounts and report to the platform involved. For urgent help call 999. The Singapore Police Force's I-Witness service lets you share information about crimes. The ScamShield app and the 1799 helpline help check and report scams, but a ScamShield report isn't an official police report.

Frequently asked questions

Is Shopify Protect available in Singapore?

No. Shopify's Help Center says that to use Shopify Protect you must be located in the United States and have a US Shopify Payments account. Singapore stores rely on fraud analysis, 3D Secure and good evidence when disputes happen.

How long do I have to respond to a chargeback?

Shopify says the evidence due date is usually 7 to 21 days after the chargeback or inquiry is filed, and it's shown on the order. With Shopify Payments, Shopify submits a response with order information on the due date even if you add nothing, but adding your own evidence improves your chances.

Does 3D Secure protect me from chargebacks?

It helps. Shopify Payments uses 3D Secure when the card issuer requires it, and a successfully authenticated payment generally shifts liability for fraud chargebacks to the issuer. It doesn't cover disputes such as item not received or not as described.

What should I do with a high-risk order?

Don't ship it straight away. Check the fraud analysis indicators, contact the customer through a channel you trust, and cancel and refund if you can't verify the order. Shopify Flow templates can hold payment capture or cancel high-risk orders automatically.

Where do I report a scam in Singapore?

File a police report online or at a Neighbourhood Police Centre, and contact your bank immediately if money was lost. ScamShield's helpline 1799 and app help check and report scams, but a ScamShield report isn't an official police report.

Setting up payments for a new store? A Shopify trial lets you see fraud analysis, order risk and chargeback tools in the admin before you take real orders.

Start a Shopify trial →

References

Rules, features and fees change, so check the live page before you act on anything here.

1. Reviewing orders with fraud analysis, Shopify Help Center. Accessed 17 October 2026.
2. Fraud analysis, Shopify Help Center. Accessed 17 October 2026.
3. Managing high-risk orders with Shopify Flow, Shopify Help Center. Accessed 17 October 2026.
4. Responding to chargebacks and inquiries (includes fees by country), Shopify Help Center. Accessed 17 October 2026.
5. Managing chargebacks in the Shopify admin, Shopify Help Center. Accessed 17 October 2026.
6. Resolving a chargeback or inquiry, Shopify Help Center. Accessed 17 October 2026.
7. Preventing chargebacks and inquiries, Shopify Help Center. Accessed 17 October 2026.
8. Understanding PSD2 and 3D Secure checkout, Shopify Help Center. Accessed 17 October 2026.
9. Preventing fraud, Shopify Help Center. Accessed 17 October 2026.
10. Considerations for using Shopify Protect, Shopify Help Center. Accessed 17 October 2026.
11. Protecting an order with Shopify Protect, Shopify Help Center. Accessed 17 October 2026.
12. Fraud Control, Shopify App Store. Accessed 17 October 2026.
13. Shopify Flow, Shopify App Store. Accessed 17 October 2026.
14. Signifyd, Shopify App Store. Accessed 17 October 2026.
15. I've been scammed, ScamShield (Singapore Government). Accessed 17 October 2026.
16. Submit scam reports, ScamShield (Singapore Government). Accessed 17 October 2026.
17. I-Witness, Singapore Police Force. Accessed 17 October 2026.