The vast majority of orders you submit to NoFraud will receive an instant and actionable decision of Pass or Fail. In some rare instances, certain high-risk orders may initially receive a Review decision. In these cases, NoFraud's team of expert analysts will review the high-risk order to ensure we are not automatically failing a good order.
This article details the NoFraud Review process and provides you with insight into how our decisions are made.
The NoFraud Cardholder Verification process relies on innovative technology that instantly checks hundreds of data points and creates a validation profile of the customer shopping on your site. It is based on this validation profile that NoFraud decisions are made.
Because this process is designed to protect valid orders in conjunction with blocking fraudulent ones, merchants utilizing our service can expect to see an increased approval rate in addition to a decrease in fraud. The graph below illustrates an average increase to a merchant's order approval rate (read the full case study here).
In the rare cases where our Cardholder Verification returns an inconclusive decision (generally a high-risk order that has some redeeming data points), the order will be sent to the NoFraud Fraud Analyst team to conduct a thorough manual review.
How the NoFraud Review Process Works:
When NoFraud sees a transaction that is high-risk, but there is potential to validate the order, our team of seasoned fraud analysts will review the data collected when the order was submitted and attempt to validate it. In many Review cases, an analyst will be able to validate (or Fail) an order based solely on the data already available to us.
In some Review cases where we cannot validate the order based solely on the already available data, our analysts will reach out to the shopper to validate the order (using only contact information we can link to the cardholder with certainty). This process is largely automated and once the customer responds to the message, the transaction is usually approved.
Verification via email:
When necessary, NoFraud will send an email to your customer to verify that they placed the order (only in cases where we have verified that the email address belongs to the actual cardholder). A sample of that email message is shown below (the specific text varies depending on certain account settings):
Action required: Please confirm activity (202048ff)
Image request via email:
In some rare cases where NoFraud has no other way to validate an order, we may request images from the customer to fully validate that they are the genuine cardholder. A sample of the image request email is shown below (some text may vary depending on your specific account settings).
Additional Verification Required: Please submit the following (202048ff)
Verification via text message/SMS:
In certain instances, NoFraud will send a verification text message as part of its verification process. A sample is below:
- "Christine, please verify the below credit card transaction.
- Reply YES if you recognize it, No if you do not.
- 11/19/19 $90.03 placed at COMPANY X."
What Happens When the Review Process is Completed:
Once the Review process is completed, one of these updated decisions will be provided (and automatically sent to your e-commerce platform):
Order Passed after Review:
If our Fraud Analyst team is able to validate an order that was flagged for Review, either based on the already available data or by getting verification from the cardholder via email/text, the score will be updated to Pass and your e-commerce platform will automatically be updated. This indicates the order is now safe to ship and based on your account settings will now be sent to your fulfillment center for processing.
Order Failed after Review:
A reviewed order will fail for either of these two reasons: a) The order was determined to be fraudulent based on the data collected when the order was placed, or b) we were unable to verify the order with the customer. When this happens, we will send an updated message to your e-commerce platform updating our decision and you will receive one of the notifications below:
Manually Passing an Order in the Review Status:
NoFraud Admin users have the option to Pass any order that is currently in Review if you trust that the customer does not pose a risk. To do this, please follow the steps below:
1. Access the order you wish to manually Pass in the transactions dashboard here.
2. In the upper right-hand corner of the order dashboard, choose the Pass option.
3. Confirm that you wish to pass the order by clicking the Pass Order button.