ChatOrder found
I can see an order on your account, order.name, for order.total: items, placed on date. It shows on bank statements as STATEMENT NAME. Does that ring a bell?
Unrecognized charge reply template
Help them place the charge before the bank does.
Most unknown charges turn out to be a gift, a family member or an unfamiliar statement name. Match the order first, then ask.Updated · By Ziyad BasheerShort answer
An unrecognized charge is usually a real order the customer forgot, placed by someone in their household, or listed under a statement name they do not know. Match it to an order and name what was bought, or ask for the date and amount, so the question ends with you and not as a bank dispute.The templates
Fills in from Shopify, with a fallbackYours to fill in
EmailNo order matched
Subject: About the charge on your statement
Hi customer.first_name,
Thanks for asking us first. Charges from us appear on statements as STATEMENT NAME, and I would like to help you match this one.
Could you reply with:
1. The date and amount of the charge.
2. Any email address you, or someone in your household, might have used to order from us.
Please do not send your card number. We never need it to find an order.
Internal noteBefore you reply
Unrecognized charge query. Order matched: order.name. If nothing fits the date and amount, check gift card purchases and orders under another email. Treat it as a likely dispute and answer the same day.
When to use
The customer sees a charge from the store that they do not recognize. Not when they know the order and were charged twice for it.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.
Only if
They do not recognize itYour unrecognized charge topic fires on messages like “What is this charge?”
An order matchesOrder exists is true: name the order, the items and the total.
No order matchesOrder exists is not true: ask for the statement date, amount and checkout email.
Example conversation
Customer
There's a $58 charge from your shop on my card and I don't remember buying anything.
Aide
Happy to help you place it. I can see an order on your account, #1072, for $58.00: two candles and a holder, placed on October 18. It shows on bank statements as MAPLEWICK CO. Does that ring a bell?
Customer
Oh, my partner ordered those. Mystery solved.
✓Charge matched to an order · Order #1072
Frequently asked questions
The statement name differs from the store name, someone else in the household ordered, or it was a gift card they forgot buying. Real fraud is the exception.
The date and amount on the statement, and the email used at checkout. Never ask for a full card number.
Tell the customer to contact their bank, and have your team cancel anything on that order that has not shipped. Never argue with someone reporting fraud.
Yes, for a shopper signed in to their store account or one who gives an order number and checkout email. Otherwise Aide asks, and hands to your team if nothing matches.
Related templates
Charged twiceTwo charges on the statement for one purchase.Email · Chat · Internal noteChargeback or payment disputeThe customer has opened, or threatens, a bank dispute.Chat · Email · Internal noteOrder not foundNo order matches the customer yet.Email · Chat · Internal noteInvoice or receipt requestA receipt, or a formal invoice for an order.Email · Chat · Internal note
Send this with the order filled in
Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.