Answers to the most common questions about the Signifyd platform.
I received a fraud chargeback on a Guaranteed order but the package was rerouted. Is it eligible for reimbursement?
Guarantee decisions are made using the information passed from the merchant to Signifyd. When Signifyd guarantees an order, the information contained in the platform is binding.
If order information is altered or a ship-to/delivery address changes from what Signifyd guaranteed, this new information must be added to the notes section of the case and sent for re-review.
Otherwise, all the information passed must remain the same for the Guarantee to stay in effect. This includes delivery address, billing address, phone number, email, IP address, BIN, etc.
Note that orders may be submitted for Guarantee a total of two times.
Have more questions? Contact us via our support portal.