Table of contents

What do I do if a customer contacts me regarding a declined order?
Can I fulfill a declined order without Riskified’s guarantee?
Where can I learn more about the provided reason for the decline?
How does Riskified decide whether if an order is fraudulent?

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

1. After Riskified classifies an order as “fraudulent,” we strongly advise you not to engage with the customer or to attempt 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, if the order details match those of the cardholder). If the customer chooses to submit a new order, this will lead to a new Riskified assessment.
3. If you are confident the order is safe, you can decide to fulfill it without Riskified’s guarantee.

Can I fulfill a declined order without Riskified’s guarantee?

For merchants who do not automatically void payments for declined orders, you can decide to fulfill an order without Riskified’s guarantee if you deem an order to be safe.

Merchants who automatically void payments for declined orders are technically unable to fulfill a declined order. If required, Riskified does offer a delayed notifications feature. This feature provides a window of time between Riskified’s decline and the cancellation of the order. During this window, an order may be fulfilled without Riskified’s guarantee.

If you’re interested in this feature, either contact your Riskified account manager or support@riskified.com

Please note: The delayed notification feature is not available for Shopify.

Where can I learn more about why an order was declined?

Riskified developed "Decision Insights" to give merchants more information into declined orders. Decision Insights are available for every declined order within the Riskified web app and are provided to give merchants a deeper understanding of why that order was declined.

Declined orders can be classified as "Fraudulent," "High Risk" or "Considerable Risk." The classification indicates how conclusive Riskified’s evaluation was for that order.

Another useful feature within the Riskified web app is the radar chart display. This chart shows the effect that each of five major risk categories had on Riskified’s decision. The larger the category appears on the chart, the more significant it was in the decision process.

To learn more about Decision Insights, log into our Riskifed web app and click here.

How does Riskified decide if an order is fraudulent?

Riskified reviews every submitted order using machine learning models and proprietary analytical tools. Our algorithms consider data including customer details, proxy detection, IP and geolocation, device and browser fingerprinting, and behavioral data. This information is checked against millions of other orders before a risk profile is determined.