Table of contents

If I cancel an order approved by Riskified, is it still guaranteed?
Can the details of an order be changed after it's been approved? 
Can a delivery address be changed after an order has been approved?
Does Riskified refund its approval fee for orders that aren't fulfilled?
What if I suspect that an approved order is fraudulent?
Are previously approved customers always approved?

If I cancel an order approved by Riskified, is it still guaranteed?

No. Once Riskified refunds a merchant for the approval fee, the order is no longer guaranteed in case of a fraud-related chargeback.

Can the details of an order be changed after it's been approved? 

If a customer contacts you to change critical data (i.e., email, shipping address, order amount), please notify us. We must review the order with the new information and approve it again as part of our Chargeback Guarantee. 

Updating order details is typically an automated process set up during your integration. Otherwise, you can update order details directly on the order's page in the Control Center using the "Update Order Details" order action. 

Does Riskified refund its approval fee for orders that aren't fulfilled?

Yes. Within a limited time frame, Riskified will reimburse merchants for the entire fee (for unfulfilled orders) or the relative amount (for partial refunds). There are two ways of canceling an order and requesting a refund for the fee:

1. Automatically: If a merchant has implemented Riskified Cancel or Refund endpoints in their API integration, Riskified will automatically reimburse a user for each order canceled or refunded within the permitted time frame. (For users with Shopify or Magento integrations, this should happen automatically.) Please contact integrations@riskified.com for assistance or to report issues with the automatic refund process.
2. Manually: Within the permitted time frame, a merchant can manually request a refund for an unfulfilled order on the order's page in the Control Center

Riskified will immediately refund your account with the approval fee. Please refer to your contract for your account's specific refund time frame. 

What if I suspect that an approved order is fraudulent? 

There are 2 ways to notify us of fraud:

1. For a case of individual fraud (affecting only 1 customer): You can tag the order in the Control Center. 
2. For fraud trends or patterns (affecting many orders/customers): Please notify us immediately at support@riskified.com. The sooner that you let us know; the faster we will be able to minimize the overall impact. 

For fraud orders where you are able to stop fulfillment/shipment, you can cancel the order to receive a refund on the approval fees. However, if the order was already sent out to the fraudster, you will want to keep the order approved by Riskified (do not cancel) so that you are covered by the Chargeback Guarantee.

Are previously approved customers always approved? 

We run unique analysis for each submitted order, including those placed by the same customer. Some of these checks are related to velocity and exposure. Therefore, we cannot 100% promise approval of a customer with our Chargeback Guarantee as each order is reviewed as it comes in. However, if you have particular customers that you want to ensure gets approval no matter Riskified's decision, please let support@riskified.com know and we are happy to assist with other solutions.