Digital goods are any goods that will not be physically shipped to the customer. These can include items such as digital gift cards, NFTs, cell phone minutes, etc. For digital goods orders, because the items are actually physically shipped to the customer, merchants are required to follow our best practices for accurate screening & to qualify for coverage under our Chargeback Protection Policy:
Digital Goods: Best Practices for Fraud Prevention & Chargeback Protection Coverage
- Make sure that these orders do not contain a shipping address when submitted to NoFraud for screening. The shipping address fields must be left entirely blank as these goods will be emailed or downloaded by the customer. It is necessary for our system to recognize that this order will not be physically fulfilled or shipped in order to qualify for coverage.
- Make sure the digital goods are only delivered/made available to the customer after it goes through the NoFraud screening process and receives a Pass decision. We recommend setting up workflows on your site that ensure these products are not being sent/made available for download upon order creation, and instead orders should be fulfilled based on one of the following options:
- If your e-commerce order status is dependent on a NoFraud decision of Pass, you can make fulfillment contingent on your e-commerce status being updated to the relevant order status that indicates a Pass decision.
- Make order fulfillment dependent on the NoFraud Shopify Tags.
If your customers have the option to purchase digital good/s and physical good/s in the same order - please follow these steps:
- Make sure these goods are only delivered to the customer after it goes through the NoFraud screening process (as described above).
- Contact your dedicated Customer Success Manager or our Support team to discuss the best ways to handle these cases, which will depend on numerous variables unique to your business and fulfillment process.