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What is Riskified?
What is Riskified?
Riskified is our security software that checks online orders for service fraud and chargeback prevention technology. Riskified’s technology uses behavioral analysis, elastic linking, proxy detection, and machine learning to detect and prevent fraud.
Riskified's security levels have recently been increased due to the increase of Fraudulent Orders.
The system is now very sensitive and reactive to certain types of orders and especially new customers purchasing their first order.
Protocol: Not allowed to say the term "Riskified".
Can only be said internally.
We should be keeping our systems private
and state "We have a security system that looks at a multiple of factors"
When a customer asks "what system?"
Respond with "a fraud protection system, that looks at a multiple of factors"
Authenticate Account to improve chances of approval
Authenticate Account to improve chances of approval
Riskified Review Steps:
Riskified Review Steps:
Customer contacts us for a review and you see no account has been created please advise the customer to complete their account step up and send account invite.
FOR WHITE GLOVE SERVICE you should offer to stay on the line if the customer is ready to submit new order to ensure this approves and if declined again then send an email to ER.
If the customer is not ready to submit new order they may contact us back if declined again- then we should be sending an email to ER for review.
Only escalated contacts should be thrown into the channel but we want to drive everything to ER and avoid further bogging down the channel.
Orders can only be submitted within 7 days from purchase date/ order creation time.
Review: Approved
Review: Approved
If an online order has been submitted for Riskified Review and was Approved:
Please follow up with this client to notify of this approval, and that if they are to repurchase using the same information as previously used to purchase the cancelled order, then the order is expected to successfully process.
Review: Denied/Declined
Review: Denied/Declined
If an online order has been submitted for Riskified Review and was Denied/Declined:
Please follow up with this client and suggest the following course of actions:
-Check if all submitted billing information is correct (name on payment method matches submitted order info)
-Contact bank to check if their account reflects the correct information
-Contact a nearby store to purchase this order over the phone
-Try purchasing with a different payment method
Advise for clients to purchase with a residential address, and not a business address.
E-Gift Cards cannot be purchased over the phone with a store, however Physical Gift Cards can. Customers can contact a store to purchase a physical gift card over the phone.
Terms & Conditions of Fraud Protection Program
Terms & Conditions of Fraud Protection Program
Fraud Protection Program
As part of our order processing procedures, we screen all received orders for fraud or other types of unauthorized or illegal activity.
We reserve the right to refuse to process an order due to suspected fraud or unauthorized or illegal activity.
If such is the case, we may reject your order or our Customer Service department may call you at the phone number you provided (or use your email address) to confirm your order.
We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity.
We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.
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