[SOLVED] Bogus fraud claim decided in my favor, but Customer Support says block cannot be lifted

Community Support
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Hey all,

I feel terrible that my first post on the forum has to be one complaining, but I’m at a total loss on what to do.

I was gifted a Framework 12, using a US card to buy it under my account and got it shipped to my home, also in the US. The card’s billing address is not my address, but that wasn’t the issue.

Later on, after I got my laptop, I bought a couple of expansion cards using my own card, which DOES use my address as its billing address. No problems, it went through and I got my cards. A few months later, I go to buy another card and find out my card won’t go though checkout. My card was in good standing, and I could still use it everywhere else, I was not using a VPN, and, as I stated earlier, I was using a US card with my US address. I contacted Customer Support, and, after confirming in triplicate that it was not on my end, they found out that there had been a fraud claim, but it was decided in my favor. To quote:

We deeply regret that we are not able to remove the block on your Framework user account due to the Fraud claim filed for the Framework Laptop 12 which was decided to your favor on Nov 19, 2025, 11:26 AM. In reference to the decision date, your previous order of expansion card went through just fine prior to the Dispute was over.

Kind Regards
Framework

So I asked what it would take to lift this block, if it was already determined to be an error. I got this response:

Your case was escalated for further review.
The Fraud Claim filed is irreversible and unfortunately we are not able to LIFT the block.

Thank you for your patience.

Kind Regards
Framework Support

I’m at wits’ end, how am I supposed to buy spares and replacement parts? Do I have to use a different card? I can’t open a new card just for this. Any help would be DEEPLY appreciated.

1 Like
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@eagle Sorry to ping you, but I heard you’re on the support team; you’d probably be the one to ask.

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I don’t know your exact case, but i used to work for a bank in their fraud department. In general, for credit card orders, unless the delivery address == billing address, it triggers a possible fraud flag. I think in this case, the way forward is probably for your friend who used their card initially, to ring their bank to try to help you.

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The thing is, I was able to use my card, which does have my address, afterwards, but THAT was the one that seems to have been blocked

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Hello,

Please reach out to Framework Support via support.frame.work if you haven’t already. Once you have, feel free to open a modmail with us and include the email used for your ticket so the team can locate your ticket.

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Framework has had a big problem with people trying to circumvent purchasing their products using fraudulent means and especially to countries they are not selling in.

Even though the fraud flag on your account was found to be “ok”; take a look at what was mentioned:

Letting someone else use an account to purchase something for you frowned upon as this is another means people are trying to not only scam Framework but circumvent their protections. While the intention may have been innocent; it was flagged as abnormal. Whomever gifted the Framework could have purchased it on their own and gifted it without issue; since this same account was used it looks like and appears fraudulent. Lower levels of support have to abide by the rules management enacts to help safeguard their business practices.

Submitting a ticket through support is likely the best way to get a different look at what is going on internally and what could be done to resolve future ordering. We are all end users here on the forums.

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I already contacted support. What is modmail?

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Even when both the payment method and the shipping address are in the US, a supported country? And when the only purchases made were for a single laptop and a few expansion cards?

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I already put in a ticket a while ago, per my post. What do I do next?

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The issue may be that multiple cards and addresses were used and it appeared abnormal. Even though this was a transaction in the U.S., it was not typical for whatever reason and was flagged.

My best guess is to wait for support to respond to the latest ticket. They have a small team of people and likely not everyone may be able to address your issue so rather than just pass you around; the ticket might be waiting for the correct person to respond on their end. Again this is just my view looking at it from the outside. Sometimes it takes a while for tickets to get responses.

Alternatively, maybe a friend could purchase the expansion cards and deliver them to you to get by while this is sorted out.

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Thanks, I appreciate the response.

It just seems a bit silly; I’m basically pushing to be able to continue giving Framework my money!

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How things work can be terrible for consumers. Risk assessment and statistics.

Fraud can be so costly from companies, that it can make them extremely adverse to any possibility of it. Something unusual, or anything which throws red flags, can make it statistically more likely that a loss will occur. And then, it may just not be worth it to risk accepting any more orders.

What you are saying here is that, either they used your account to buy it, or you used their card on your account. Neither is likely allowed under Framework’s terms of sale.

Scenario 1, they used your account to buy it.
The account is yours, under your name, they can’t make purchases using it. A purchase is a business transaction involving laws, regulations, sometimes mandatory limited warranty dictated by law, or optional warranty, and contract law. A company can’t accept people buying under someone else’s name or account because they can’t have it unclear who they have entered into contract with.

Scenario 2, you used their card on your account. A company just can’t be absolutely sure you had permission. They’d need authorization in writing for it to mean anything, and they likely wouldn’t want the cost and effort of handling all that. Or maybe there was simply a miscommunication regarding permission, or the amount, or the timing, such as buying it this month or next month. Multiple ways there can be a problem, and so a chance of loss.

Of course, it is complicated and not obvious. But for the future, try to understand that no company is likely to be ok with this. If they know.

Frame-parts can be an option for parts. If you can’t work things out with Framework.

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Hey! I’m not sure what’s happened. I’d like to check it out for you. Would you please shoot me a DM with the email address you used to contact support? It would also be helpful if you could include the original order number. I’ll get with my Loss Prevention team (the team that handles disputes, chargebacks, etc) and see what we can do.

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Marking this thread as solved. Turns out the bank of the person who gifted me the laptop silently marked the transaction as fraud without them knowing, and the proverbial check bounced. Thank you Eagle for being a massive help, and sorry for wasting everyone’s time on this ridiculous goosechase.

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This topic was automatically closed 2 days after the last reply. New replies are no longer allowed.

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@Daniel_Vidal

Absolutely no worries, at all. Life happens. Glad we could get it figure out. Now to see if we can undo what the bank did…. dun dun dun. I’m gonna try.

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