It feels like there should just be a better process. Shut down payments to protect yourselves sure, but spare a real life person to email the customer and give them a chance to explain or at least understand why.
It runs the risk of turning 'support' in to a profit center, I support.
Microsoft (used to?) offer this for developer support and I remember using it maybe 15 years ago where it was a couple of hundred bucks to open a ticket but you got quick access to a real expert and good escalation.
If the issue turned out to be their problem the ticket was refunded.
For something business critical like this it is a way of signaling to the company that there is clearly somethin wrong with the automated process: a real scammer won't pony up hundreds of $ to get a review they would fail.