Support Center

Will fraudulent orders or cards be rejected?

Our merchant service partner, Stripe, provides several tools to minimize fraud losses and to help businesses determine if a transaction is fraudulent. These include tools that allow our team to auto-reject suspicious transactions and notify you of questionable charges so that you can make the most informed decision possible as to whether accept a charge.

As Stripe users are responsible for fulfilling services and/or orders for customers, and possess the most information about their customer at the time of purchase, they are best equipped to determine whether or not a payment is potentially fraudulent. There are many indications of fraudulent activity that, while alone may seem fine, together can clearly indicate fraud.

Stripe’s machine learning system continuously monitors all payments processed by our users. In rare cases, you may receive a notification from Stripe via Aisle Planner that a payment is suspected of being fraudulent after it has already been processed. This can occur if we have detected further activity on the card which now suggests it’s being used fraudulently, or if we receive an alert from the card network.

Although we notify you as soon as we become aware of any suspicious activity, it may be several days after a payment has been made. Keep in mind that this is not confirmation that a payment was fraudulent—only that we have reason to believe it is.

We provide this information to you to ensure that you’re able to make an informed decision and take action where necessary (e.g., contact the customer or place their order on hold). If you have any concerns about the payment after reviewing it, we recommend refunding it immediately. This action immediately refunds it so it cannot then be disputed.



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