Q&A Fraud
Can a Merchant ask to block a user for fraud reasons?
Yes. If a merchant is aware of a specific name, email, or IP address that is deemed fraudulent, the CSM should advise the fraud team (fraudteam@global-e.com). The Fraud team will cancel any order and will block the customer from any future transactions.
Can a Merchant request to unblock a customer?
Yes. If a Merchant wants to unblock a customer or an IP address (such as the Merchant’s office for telephone orders) the CSM should send a request to the fraud team (fraudteam@global-e.com).
The fraud team will check for any known risk ratings and if the customer/ IP address can be unblocked, the team will add this to our fraud engine.
Note: as our fraud engine is an AI-based tool, this might take a few days to be updated.
Can we send a fraud report?
A Merchant may also contact the above distro if they want to have a daily fraud report sent to them
How do I find all of the orders cancelledcanceled by fraud?
Search in Admin for all orders cancelledcanceled by Global-e and export them.
If requested, will the fraud team notify a Merchant via email when they cancel an order due to fraud risk?
No. We don’t support this as it’s not scalable.
Is a Merchant able to disable Global-e’s fraud service and handle their own fraud internally?
No. Global-e is the Merchant on record and therefore we take full fraud liability. Fraud prevention is part of Global-e's overall solution and cannot removed.
What are some reasons that an order could be flagged as fraud?
Risky IP connection.
Device properties indicate geolocation change.
Mismatch in transaction details.
Suspicious browsing behaviourbehavior.
Important
This information is not to be shared with customers as we do not want them knowing how to potentially circumvent our fraud checks.
What does Global-e cover in terms of fraud?
Merchants working with Global-e have zero fraud risk. Global-e is fully covering all fraud chargebacks.
Note that any service chargeback or other service/product-related chargebacks are not considered fraud and are not covered by Global-e.
What is the fraud team's process for deciding what is fraudulent or not?
We run every order through a learning system that scores each order from least fraudulent to most fraudulent.
If the order falls within the highest tier of risk scores, the order is automatically canceled.
If the order falls into the middle tier of risk scores, the order is manually reviewed. Sometimes we contact the customer to confirm additional details to determine whether to cancel the order or push it through.
What message do customers receive when their order is cancelledcanceled for fraud?
Dear *customer name*,
Your order has been cancelledcanceled because we are unable to verify your information. Please note, any amount debited to us will be refunded.
Questions? *Customer Service Email*