What does Riskified’s chargeback guarantee cover?

We cover all chargebacks related to unauthorized card usage or stolen financial information. This includes the order amount, shipping costs, and Riskified’s approval fee.

We do not cover chargebacks for reasons such as “item not received” or “item not as described,” as they are not related to unauthorized credit card usage.

Why does Riskified’s guarantee exclude package rerouting? How can I remain protected?

Fraudsters often provide a legitimate shipping address when placing an order, then try to change the delivery address once the parcel is on its way. Our approval is based, among other data points, on the shipping address provided at the time of order review. For this reason, we do not guarantee chargebacks obtained as a result of package rerouting.

Below, are two steps you can take to stay protected from fraud-related chargebacks:

1. It is becoming more common for fraudsters to take advantage of services that enable customers to reroute packages using the tracking number – without the merchant’s knowledge.

Therefore, we strongly recommend contacting your shipping company to disable package rerouting.
As some shipping companies don’t allow this change to be made online, it may be best to contact your account manager directly.

2. Please ensure your shipping company provides you with a ‘Proof Of Delivery’ document and does not deliver packages to anywhere but the original shipping address. We ask for this document as part of the chargeback reimbursement process.

What should I do if the customer asks to change the delivery address after Riskified approved the order? Is the order still guaranteed?

If a customer contacts you before the item has shipped and requests that you change the delivery address, please notify us by sending the new address. We will re-review the order with the new information free of charge. If you do not notify us before it has shipped, we’ll be unable to guarantee any chargeback obtained as a result of the change in shipping address.

We also advise you to let us know of any crucial change in the order details, such as email address or order amount, as this may have an impact on our risk assessment.

I received a chargeback. How do I get reimbursed by Riskified?

Submitting an order for chargeback reimbursement is easy. Simply follow these steps:

  1. Using the order ID, search for the order within your Riskified account
  2. Click ‘submit a chargeback’
  3. Upload the relevant chargeback notice and Proof Of Delivery*
  4. Select the preferred reimbursement method

Your chargeback documents will be reviewed within 5 business days. Your Riskified account will be reimbursed on a rolling monthly basis.

Please note that we will not reimburse the chargeback if it was incurred before the order was submitted to Riskified for review.

*In case of digital goods, Proof Of Delivery will not be required.

Does Riskified guarantee orders made by previously approved, returning customers?

We run unique checks for each submitted order, including those placed by the same customer. Some of these checks are related to velocity and exposure. Our guarantee is valid only for approved transactions. Orders that were not individually reviewed and approved by Riskified are not guaranteed – even if placed by a returning customer.