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? 

Please contact our support team and notify us of which details have been changed. Riskified will update the relevant information. If this information reaches us after a decision has been made, it might be necessary to replace the order.

Can a delivery address be changed after an order has been approved? 

If a customer contacts you before the item has shipped and requests that you change the delivery address, please notify us by sending the new address. We will re-review the order with the new information. If you do not notify us before it has shipped, we’ll be unable to guarantee any chargeback obtained as a result of the change in the shipping address.

We also advise you to let us know of any crucial change in the order details, such as email address or order amount, as this may have an impact on our risk assessment.

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 or item in their Riskified account.

To receive an approval fee refund manually, please follow these steps:

1. Select the Request a Refund button within the canceled order.
2. Choose the refund reason.

Riskified will immediately refund your account with the approval fee.

What if I suspect that an approved order is fraudulent? 

Please notify the Riskified support team of suspected fraud attempts as soon as possible by opening a ticket in your Riskified account or by tagging the order in the web app. We will immediately 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, select the chargeback icon on the order action bar, and follow instructions within to submit a chargeback.

To tag an approved order of suspected fraud in the web app, please follow these steps:

1. Log into the Riskified web app.
2. Use the search tool in the top lefthand corner to locate your order.
3. Select the Tag icon.
4. Choose from the following reasons: Declined, Suspected Fraud (post-fulfillment), Fraudulent Chargeback or Non-Fraud Chargeback (e.g 'item not received') 

Are previously approved customers always approved? 

We run unique checks for each submitted order, including those placed by the same customer. Some of these checks are related to velocity and exposure. Our guarantee is valid only for approved transactions. Orders that were not individually reviewed and approved by Riskified are not guaranteed – even if placed by a returning customer.