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Complete Chargeback Protection - Coverage Policy

This should be read in conjunction with Signifyd’s Standard Claims Policy and Master Subscription Agreement between Subscriber and Signifyd, Inc., as amended (the “Agreement”) and Signifyd’s Fraud Protection Policy. This policy applies to all e-commerce transactions, as defined in the Agreement.

First published: July 15, 2019

As part of Signifyd’s Guaranteed Payments, Signifyd pays back chargebacks received on guaranteed orders when a Shopify dispute is reported with any of the following reasons, as described in Signifyd’s Chargeback Reason Code Policy:

  • Credit not processed
  • Duplicate
  • General
  • Fraudulent
  • Product unacceptable
  • Product not received
  • Subscription canceled
  • Unrecognized

An eligible chargeback is processed within 48 business hours of claim approval which includes chargeback fees.

If Signifyd approves an order but Subscriber later gets a chargeback, Signifyd will reimburse the cost of the order. This reimbursement amount is limited to the following transactions:

  • Order amount that was guaranteed where the chargeback occurred
  • Chargeback fees incurred due to the chargeback

This section summarizes Signifyd’s Complete Chargeback Protection coverage policy.

Reason Fulfillment Merchant Policies Return Status Refund Processed Processing Error Coverage
Credit not processed Yes Refund Policy:

Refunds/returns/exchanges are accepted

Not returned No NA Covered
Credit not processed Yes Refund Policy:

Refunds/returns/exchanges are accepted

In transit back to merchant No NA Covered
Credit not processed Yes Refund Policy:

No refunds/all sales are final

Returned - merchant refused return No NA Covered
Credit not processed Yes Refund Policy:

Refunds/returns/exchanges are accepted

Returned Partial refund NA Refund amount covered
Credit not processed Yes Refund Policy:

Refunds/returns/exchanges are accepted

Returned Full refund NA Covered
Credit not processed Yes Refund Policy:

No refunds/all sales are final

Returned No NA Not Covered
Credit not processed No NA NA NA NA Not Covered
Credit not processed Yes Not published Not returned No NA Not Covered
Credit not processed Yes Not published Returned Replacement processed NA Not Covered
Duplicate Yes NA Not returned NA No Covered
Duplicate Yes NA Not returned NA Yes Covered
Duplicate Yes NA Second order not fulfilled

OR

Second order returned

No Yes Not Covered
Duplicate No NA NA No Yes Not Covered
Duplicate No NA NA Yes Yes Covered
General Yes NA Not returned No NA Covered
General Yes NA Returned No NA Not Covered
General No NA NA No NA Not Covered
Fraudulent * Yes NA Not returned No NA Covered
Fraudulent * Yes NA Returned No NA Not Covered
Fraudulent * No NA NA No NA Not Covered
Product unacceptable Yes Refund Policy:

No refunds/all sales are final

Not returned No NA Covered
Product unacceptable Yes Not published Not returned No NA Not Covered
Product unacceptable Yes Not published Returned Replacement processed NA Not Covered
Product unacceptable Yes Refund Policy:

Refunds/returns/exchanges are accepted

Returned Replacement processed NA Covered
Product unacceptable Yes Refund Policy:

Refunds/returns/exchanges are accepted

Returned Full refund NA Covered
Product unacceptable Yes Refund Policy:

Refunds/returns/exchanges are accepted

Returned No NA Not Covered
Product not received ** Yes NA Not returned NA NA Covered
Product not received ** No NA NA No NA Not Covered
Subscription canceled Yes Subscription Policy:

Merchant does not offer subscription

Not returned NA NA Covered
Subscription canceled Yes Subscription Policy:

First X days free / discounted / trial period - published

NA NA NA Not Covered
Subscription canceled Yes Subscription Policy:

Available and published

Not returned NA NA Covered
Subscription canceled No NA NA No NA Not covered
Unrecognized * Yes NA Not returned No NA Covered
Unrecognized * Yes NA Returned No NA Not Covered
Unrecognized * No NA NA No NA Not Covered

 

Claim Processing Overview

Signifyd's Guaranteed Payments covers merchants against chargebacks received in Shopify. If Signifyd approves an order but Subscriber later gets a chargeback, Signifyd will reimburse the cost of the order plus associated chargeback fees.

In order to be reimbursed for a chargeback, the following criteria must be met:

  1. The order was approved for Guarantee.
  2. Proof of shipment is provided, in the form of a tracking number, corresponding to the guaranteed order showing the item was shipped to the shipping address on the guaranteed order.
    • The shipment date cannot be later than the chargeback notification date.
    • Copy of the signature of receipt is required for any orders where total cost is over $1,000 USD.
  3. Merchant’s policies are published and available during order Guarantee. These policies include, but not limited to the following:
    • Shipping Policy
    • Refund/return policy
    • Subscription policy
    • Cancellation policy
    • Terms of Service
  4. Specific requirements for Fraud and INR chargebacks are satisfied.

When all the requirements are met and verified successfully, the claim is approved and a payment is sent to Subscriber’s payment method of choice for the order amount and chargeback fees, if any.

Platform Access

It is required that Shopify access is shared with Signifyd to be covered for all chargebacks. Within 15 days following execution of the order form, Subscriber will create a Shopify staff account with limited permissions for chargebacks@signifyd.com. Signifyd may terminate upon written notice if such access is not provided within the 15-day period.

See Shopify’s “Adding and removing staff accounts” page for instructions. Permissions to be added:

  • Orders (Export orders)
  • Reports
  • Settings

Supplemental Policies