Furthermore, when an order is placed into Review, our team of highly-trained and seasoned Fraud Analysts apply additional tools and resources in an attempt to verify the transaction. Based on these factors, our decisions are overwhelmingly accurate and we strongly recommend sticking with them. Following our decision will ensure your business is fully protected from fraud and that your order approval rate is maximized.
With that in mind, because our decisions are based on the information available to us at the time the order was placed (other than in the case of Review) there may arise very unique scenarios where you believe our decision is incorrect or you have additional information that may change our decision. For example, if we failed an order that you now believe to be legitimate (or vice-versa) based on new information you may want us to review the new information.
If you do wish to reconsider a NoFraud decision, you have two options:
- Contact our Support team to have our Fraud Analyst re-screen the order and provide you with an updated decision (recommended).
- Manually override our existing decision without re-screening the order (not recommended).
How to Submit an Order for Re-Screening:
If your customer provides you with updated information (e.g. a new shipping address, email address etc.) for a Passed order, you can edit the transaction within the NoFraud portal and it will be re-screened based on the new data you submit. You can learn more about editing a Passed order here.
Furthermore, if you do not see the edit option for an order you would like re-screened, you can call our Fraud Analyst hotline (888-747-4788) or submit a request to us for reconsideration. Please make sure to include any relevant new information or contact you've had with the customer about the order. By doing so, our Fraud Analyst team will re-screen the order and provide you with an updated decision. If we initially Failed the order but now Passed it after re-screening it will be fully covered by Chargeback Protection.
How to Manually Override a NoFraud Decision in the Portal
Although we strongly recommend against overriding the initial NoFraud decision without submitting it for re-screening first, you still have the ability to override our decision directly in the portal. It is important to note if you are enrolled in our Chargeback Protection plan your order will not qualify for coverage if you manually override our decision.
How to update an order from Review to Pass:
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.
How to manually update a Pass/Review order to Fail:
Manually updating an order to Fail differs depending on if your account is currently enrolled in Chargeback Management:
- Chargeback Protection: if you are currently enrolled in Chargeback Protection, you can update an order to fail within seven days of the order being placed. To do so, locate the specific transaction in the NoFraud portal and select Cancel Order. This will cancel Chargeback Protection and you will be refunded for the relevant usage fees.
- Full-Service (without Chargeback Protection): If you are utilizing our Full-Service (without Chargeback Protection) plan you can update a Pass order to Fail by locating the transaction within the NoFraud portal and hitting Report Fraud.
Reconsideration Tips & Best Practices
As mentioned throughout this article, NoFraud decisions are highly accurate and therefore should generally be relied upon other than certain very unique circumstances. Furthermore, fraudsters tend to be sophisticated and highly experienced, they will often target your customer service team and try to persuade them into overriding a Fail decision, knowing that your agents are likely unfamiliar with recognizing fraud.
Therefore, before overriding a NoFraud decision we strongly recommend you review these tips and best practices to ensure that your team isn't being compelled into shipping out a fraud order:
- Keep NoFraud Informed: If a customer sends you additional documentation, images, or other forms of order validation, make sure to keep our team updated and we recommend you send the customer to our Fraud Analyst hotline directly.
- Inspect images/documents carefully: A common fraudster tactic is to send the merchant doctored images & documents to "validate" their order. To the untrained eye, these images/documents will generally appear perfectly valid. Thus, we strongly recommend you send our fraud analysts any new documents, images, or verifications the customer sent you for re-screening before overriding the NoFraud decision.
- Be wary when the customer calls in: When an order fails, enterprising fraudsters will often call your customer service line in attempt to convince your team of the order's validity. As a general rule of thumb, whenever a customer calls your customer service team about a failed order, we strongly recommend you contact us before making any decisions about the order.
Fraudsters take varying tactics with these calls, including:
- "Sweet-talking" your customer service agents into believing they are legitimate. Because your agents likely lack extensive fraud prevention experience, the fraudsters will take advantage of their customer service training and are often very convincing.
- Belligerence. If the "sweet-talking" method fails, fraudsters will often result to extreme belligerence and may even threaten to leave bad reviews or otherwise damage your business if their order is not fulfilled. Because your agents are used to dealing with legitimate orders and trained to maximize customer satisfaction this tactic tends to be very successful. Our analysts are experienced at dealing with these customers in a professional and courteous manner, while still looking for indications of fraud.
- Re-screen an order before rerouting a package: If a customer contacts you after an order is placed or shipped to reroute it to a different shipping address, make sure to submit the order for re-screening before making any changes. Never allow a customer to reroute a package to a different address or access point without first validating the new address. Furthermore, make sure your shipping carrier does not allow your customers to reroute the package directly through them.
The reason for this is because of a common fraud tactic where the fraudster uses the cardholder's legitimate address to submit the order, but then later reroutes it to another address. Because the fraudster initially used the cardholder's actual address it gives the order the appearance of legitimacy. By rerouting the package the fraudster is attempting to circumvent your fraud prevention rules and policies. Thus, we strongly recommend you submit the order for re-screening when a reroute request comes in.
- Don't overshare order risk factors with customers: Smart fraudsters often deploy a tactic of "innocently" asking your customer service team why an order was failed. They will then use this information to circumvent our fraud prevention system in the future. Thus, although the specific order risk factors are available in the NoFraud portal, we strongly recommend that you never share this information with your customers.