I’m not able to submit an order for review. Why?

This may be because you are trying to submit an order that is too old for review. Certain data becomes irrelevant if too much time passes, which can affect Riskified’s ability to make an accurate decision. The cut-off time varies, depending on your platform/system, but we generally cannot review orders that are more than 4 days to a week old.

Can I reinstate a cancelled order?

Reinstating a cancelled order is not an option as “Cancelled” is a final order status. If required, you will need to request that the buyer replace the order.

What requirements does the chargeback have to meet for reimbursement?

Riskified requires the following information:

  • Chargeback notice (could be a document or a screen capture) that shows the chargeback reason.
  • Proof of delivery (could be a document or a tracking number).
    * proof of delivery is not required for digital goods

We will review this information, and refund your account with the chargeback amount.

 

Please note that a chargeback must meet the following requirements to be eligible for reimbursement:

  • Have a fraud-related reason (e.g. fraudulent, unauthorized, unrecognized).
  • Be submitted to Riskified within 15 days  of initial receipt by the merchant.
  • The product was delivered to the shipping address approved by Riskified.

I received an indication that an approved order is fraudulent. What should I do?

Please notify the Riskified support team of suspected fraud attempts as soon as possible by opening a ticket in your Riskified account. We will make sure to mark this in our system.

 

If the order hasn’t been fulfilled, please try to cancel the shipment for the order, and update us regarding the cancellation. In case you receive a chargeback for the order, use the chargeback icon on the order action bar, and follow instructions within to submit a chargeback.  

My order is taking longer than expected to review. Why?

Most orders are processed automatically and decided upon within seconds. However, some orders require an external data validation or manual review and may take longer. If you encounter an urgent order that requires special care, please reach out to our support team and we will check if it is possible to expedite the review process.

What do I do if a customer contacts me regarding a declined order?

1. When Riskified classifies an order as “fraudulent”, we strongly advise you not to engage with the customer or try to perform a validation.

2. If the order was not classified as “fraudulent”, in some cases, you may decide to discuss the order with the customer (for example, check that the order details match the cardholder’s). If the customer chooses to submit a new order, this will lead to a new Riskified assessment.

3. Alternatively, if you are confident the order is safe, you can decide to fulfill it without RIskified’s guarentee.
**For more information about fulfilling declined orders without Riskified’s guarantee, click here

What are my options when an order is declined?

Riskified stands behind its decisions and generally recommends that you don’t fulfill declined orders.

When we classify an order as “Fraudulent”, we strongly advise you not to fulfil it.

If the order was not classified as “Fraudulent”, in some cases, you may decide to communicate with the customer regarding their order (for example, checking that the order details match the cardholder’s). If the customer chooses to submit a new order, this will lead to a new Riskified assessment.

Alternatively, if you’re confident the order is safe, you can decide to fulfill it without RIskified’s guarantee.
**For more information about fulfilling declined orders without Riskified’s guarantee, click here