I’m having trouble paying, what should I do?
You may find that the website will autofill information because your computer can remember your settings and does this out of convenience. However, if you need to prevent this then try clear your browser cache in your browser settings which can help you to start fresh.
Shop Pay won’t allow me to pick up or select shipping?
Shop Pay is an app that helps you add your details into Shopify and you pre-set your information, like your address, emails and card details to make it quicker for you to shop online. This auto fills your information and can override the options in websites. It can also auto fill from your original purchases and can be hard to make a change. This is not an issue with our website, you need to go back and change your Shop Pay settings.
Help! I can’t select 'Pickup' when in the cart?
If you have purchased from our store before, the cart remembers you and it will auto fill your history of shipping. If this happens go back to the <information> tab and change your shipping method, this will then adjust the freight costs in the payment cart.
My order has been Flagged as Fraud? and it was refunded?
Thank you for shopping with us, we appreciate your business and we aim to get your purchase out the door and safely to you as quickly as possible respecting both your privacy and payment
ACR (Artisti Coffee Roasters) must ensure we protect ourselves from fraudulent orders by contacting customers whose orders have been flagged as fraudulent to verify customer and payment details.
Without doing so we can be held accountable with banks charging costs back to us if payments are allowed to be processed via stolen credit cards & fraudulent bank payments after they've been flagged by the Shopify System.
We rely on our web payment processors like Shopify, After pay, Zip pay and PayPal to give all orders a credit risk rating from Low, Medium & High risk.
'Low risk' orders will be processed and shipped without delay.
Orders flagged Medium or High risk will be refunded immediately to protect against possible stolen bank details and to minimise the losses in our business.
If your order has been flagged we will endeavor to contact you and resolve any issues with the payment that may be just a simple misunderstanding. Nevertheless we must go through this process and we apologise in advance and appreciate your patience in this matter.
We may require additional information including ID checks and verification to process your order. We may also offer a pick up instead of delivery or suggest a different payment method.
Regardless of fraud risk assessment all orders that have a value over our set limit will be called to ensure we are shipping your items to the correct address. We wouldn't want to see an Auto filled address sending out your products to your old address. Yes, this has happened, we cannot fix this once the goods have been sent.
Why has my order come up as a Fraud Risk? Where to from here?
The first is your credit card may have been stolen, So its great we have
found this for you. We advise checking your statement NOW, and cancelling your
card to avoid further transactions and contact your bank to identify these fake
purchases. If this happens to you, we will happily provide details of these transactions
to your bank if needed.
The most common issue is the lack of Tracking on your payment, this happens
when you use a “incognito web browser” or you are trying to hide your data when
making a purchase. We get it, you want your data to be safe online, we do to.
However this is a common issue for our risk assessment process to flag your order
as Fraud and for us to refund the order immediately
We will contact you, if we can not reach you we will cancel the order and
deem the matter safe for you, the banks and our business. If we can reach you,
we may ask for additional explanations as to why this has occurred and with “Photo
ID” proof provided to us we may review your order and agree to process your