Table of contents

What kind of orders can I submit to Riskified?
What should I do when I receive Riskified’s decision?
How will Riskified notify me of a decision?
Why was my order not automatically submitted for review?
Can I reinstate a canceled order?
How long can I wait before I submit an order?
I’m not able to submit an order for review. Why?
What happens with the information collected during the review process?
Will you contact my customers?

What should I do when I receive Riskified’s decision?

If Riskified approves an order with our Chargeback Guarantee, you can fulfill it knowing that the order is covered in case of a fraud chargeback.

If Riskified declines an order, we do not recommend that you fulfill it. Declined orders are not covered by our Chargeback Guarantee.

How will Riskified notify me of a decision?

Riskified will use your notification endpoint to advise you of our order decisions. If you are using Shopify/Magento integration, this is automatically set up. To learn more about setting up a notification endpoint for API integrations, click here.

You can also enable email notifications for particular order-related events (i.e., if an order gets declined). To learn more about email notifications, click here.

Note: You can always view the status of any order in Riskified's Control Center.

Why was my order not automatically submitted for review?

Riskified excludes specific payment methods that cannot incur chargebacks (Bitcoin or Cash on Delivery, e.g.). Depending on a merchant's needs, it may also be possible to set up custom submission filters. For assistance with your submission filters, please contact your account manager or support@riskified.com.

Can I reinstate a canceled order?

Reinstating a canceled order is not an option as "Canceled" is a final order status. If required, you will need to request that the buyer replace the order.

How long can I wait before I submit an order?

It is best to submit an order as soon as you receive it. If too much time passes, certain data becomes irrelevant. Waiting too long to submit an order can affect our ability to make an accurate decision.

The deadline for submitting an order varies depending on your platform, system, and industry. Therefore, please refer to your contract for your specific deadline. However, generally, we cannot review orders that are more than 7 days old.

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 after too much time passes, which can affect Riskified’s ability to make an accurate decision. 

The deadline for submitting an order varies depending on your platform, system, and industry. Therefore, please refer to your contract for your specific deadline. However, generally, we cannot review orders that are more than 7 days old.

What happens with the information collected during the review process?

We are required to collect specific data in order to complete the review process and reach an accurate decision. However, the privacy of our merchants and their customer's privacy is of the highest importance to us. We do not disclose any Personally Identifiable Information (PII) or forward data to third parties. The data collected by Riskified will only be used by internal models. Please see our Privacy Policy for full details.

Can I send a customer to Riskified if their order gets declined?

At this time, we do not correspond directly with end customers.

If your team has any questions about a declined order, we ask that you contact Riskified directly. Please do not to direct the buyer to us. We’re happy to work with you to make sure that we are providing the best service and our automation is performing at optimal levels.