Table of contents

Chargeback Reimbursement on Monthly Invoice

Chargeback Reimbursement Turnaround

Chargeback Documentation Needed for Reimbursement

Change in Delivery Address on Order

Fulfill Order Despite Riskified's Decision

Chargeback Guarantee Voided for Package Re-Routes

Submit a Chargeback for Reimbursement

Chargeback Reimbursement on Monthly Invoice

Riskified's reimbursement process is easy and automatic. Chargebacks are reimbursed in the form of credit toward your monthly invoice.

To learn how to submit a chargeback for reimbursement, click here.

Chargeback Reimbursement Turnaround

Chargeback documents are typically reviewed within 5 business days. We update the chargeback reimbursement eligibility on the Control Center.

You may also turn on email notifications for chargebacks eligibility from the Control Center. Please see Email Notifications for more details, but you will most likely want to turn on notifications for "Chargeback Issue Handling" and "Chargeback and Refunds". 

Chargeback Documentation Needed for Reimbursement

To qualify for a reimbursement, Riskified requires the following information:

1. Chargeback notice (i.e., document or screenshot) that shows the chargeback reason/code and chargeback post date.
2. Proof of delivery (i.e., document or screenshot). Digital goods are excluded from this requirement.

Once submitted, we will review this information, and refund your account with the chargeback amount as a credit to your monthly invoice.

Please note that a chargeback must meet the requirements stipulated in your contract to be eligible for reimbursement under our Chargeback Guarantee product. For most merchants, these requirements are:

1. Have a fraud-related reason (i.e., fraudulent, unauthorized use, unrecognized charge).
2. Submitted to Riskified within 5 days of initial receipt by the merchant.
3. For physical good orders, the product must be delivered to the shipping address approved by Riskified.

Change in Delivery Address on Order

If a customer contacts you to change the delivery address on an already approved, please notify us immediately and be sure to include the new address. We must review and approve the order again with the new information in order for the Chargeback Guarantee to apply.

Fulfill Order Despite Riskified's Decision

You can decide to fulfill orders even if Riskified declines them. However, please note, that you would fulfill these orders without Riskified’s Chargeback Guarantee. Therefore, you will be liable for any fraud chargebacks that occur. 

Chargeback Guarantee Voided for Package Re-Routes

Fraudsters often provide a legitimate shipping address when placing an order and then try to change the delivery address once the parcel is on its way. Our approval is based, among other data points, on the shipping address provided at the time of order review. For this reason, we do not guarantee chargebacks, in which the package was re-routed.

It is becoming more common for fraudsters to take advantage of services that enable customers to re-route packages using the tracking number without the merchant’s knowledge. Here are two steps you can take to stay protected from fraud-related chargebacks:

1. Riskified strongly recommends contacting your shipping company to disable package re-routing. (In cases where shipping companies don’t allow this routing to be disabled, please contact your account manager directly.)
2. Please ensure your shipping company provides you with a ‘Proof of Delivery’ document and does not deliver packages to anywhere but the original shipping address. Riskified asks for this document as part of the chargeback reimbursement process.

Submit a Chargeback for Reimbursement

1. Log into the Control Center.
2. Locate the relevant order using the search tool in the (top left corner). 
3. Once you are on the order's page, click the "submit chargeback" button in the Order Actions Toolbar (top right corner).
4. Upload the relevant chargeback notice and proof of delivery for physical goods.

Your chargeback documents will be reviewed within 5 business days. Your Riskified account will be reimbursed on a rolling monthly basis.

Note: We cannot reimburse chargebacks incurred for orders that are non-guaranteed, cancelled, or not submitted to Riskified for review.