Technical Issue

Troubleshoot a Technical Issue

Technical issues are never fun, and we have your back! When you experience an issue, here are some troubleshooting tips:

Control Center

For errors in the Control Center, first attempt to do the same action from a private browsing page (i.e., incognito window in Google Chrome).

If the error does not occur when you use a private browsing page, this means that there is a caching issue with the browser on your personal computer. Our recommendation is to clear your cache from the past week, and then try again.

If the error still occurs when using a private browsing window, please take a video capture or screenshot of your entire webpage with the error. Then, reach out to us at support@riskified.com so that we can further assist.

Shopify

Missing Order Tags

Riskified's decision is transmitted to Shopify through order tags. Our system tags an order in a manner that ensures the Riskified tag does not overwrite existing tags and is successfully added to the order.

In cases where an order expected to be reviewed by Riskified has not received the decision tag, it is important to confirm that the order was sent from Shopify to Riskified's servers. How you can check:

1. Log into the Control Center.
2. Search for the order in question.
   1. If the order was successfully sent to Riskified, you will be able to see the decision (approved/declined) or if the order was filtered from review (created).
   2. If you are unable to locate the order in the Control Center, please contact support@riskified.com with the order number, a screenshot of the order timeline in Shopify, and a brief description of the issue.

Riskified Triggers for Order Processing

Riskified provides merchants with triggers to capture order funds or void a transaction based on our decision tags. While Riskified does not have the technical permission to void, cancel, or capture payments, we utilize Shopify's APIs to trigger Shopify's system to perform the requested job based on your settings selection and technical setup. For example, if you set your Shopify Payment settings to 'manual' and enable the trigger to auto void an order in the Riskified Control Center for orders declined by Riskified, the order will be voided, and payment for the order will not be collected.

Occasionally, Shopify may be unable to process a request to perform a job, such as canceling, voiding, or capturing a payment, for various reasons. These issues may occur with external gateways, such as PayPal and other BNPL payment processors, where the customer is redirected outside of Shopify's checkout to complete the payment. We encourage you to troubleshoot these instances with Shopify’s Partner Support directly to understand why an order was not processed as expected.

If you need to consult our Technical Support experts on an issue related to these settings, you can reach out to support@riskified.com with the order number, screenshots of the order timeline, and a description of the issue you are experiencing.

Cannot Find Order in Riskified’s Control Center

Riskified's app for Shopify merchants uses webhooks to receive all order updates, including order_create events. If an order doesn't appear in Riskified's system, it could be due to various reasons and would require immediate investigation by our technical support team.

If you encounter any such issues, please reach out to our support team at support@riskfied.com with a list of the affected order numbers, the time you noticed the issue, and any other relevant information.

API

Decision Notification

For merchants with an asynchronous API integration, errors related to the decision notification endpoint can be an issue that arises. If you aren’t receiving decisions on orders, we recommend first testing your endpoint from the Control Center to see if there are any errors. This is how to check your endpoint connection:

1. Log into the Control Center. In the top right corner, double check that you are toggled to the relevant store you want to check.
2. Click on Account Settings (gear icon) in the bottom left hand corner. This is only accessible to the Owner, Admin, and Developer users on your account.
3. Go to the Developer tab. Here, you can click “test endpoint”. If there is an error, it will pop up in red underneath (as pictured below).

Report a Technical Issue

Please see above for steps on troubleshooting. If the issue still persists, please email us at support@riskified.com with order examples and screenshots of the issue.

Check on Technical Issue Status

We recommend checking the following two places if you are experiencing any issues to see if the issue has already been reported.

• For widespread technical issues, we will publish an alert directly in the Control Center while our team is working to resolve it.
• For issues that have been resolved, you can check Riskified’s Status.io page.