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

1. When Riskified classifies an order as “fraudulent”, we strongly advise you not to engage with the customer or try 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, check that the order details match the cardholder’s). If the customer chooses to submit a new order, this will lead to a new Riskified assessment.

3. Alternatively, if you are confident the order is safe, you can decide to fulfill it without RIskified’s guarentee.
**For more information about fulfilling declined orders without Riskified’s guarantee, click here