Orders that reach a certain fraud score will be flagged for manual approval by our support team. The team is there to investigate suspicious purchase / checkout activity, and ultimately to protect you from malicious customers.
The support team will manually investigate any orders flagged, approving orders they deem legitimate, and blocking/canceling any orders deemed fraudulent.
After completing the checkout process, if a customer’s order is deemed potentially fraudulent, they will be informed through a notification on the checkout and via email that their order has been flagged for manual approval.
At this point, Paddle will have reserved the customer’s money for the transaction in their account, and this money will be processed after the flagged order has been approved. If the flagged order is deemed fraudulent or illegitimate, the money will be returned to the customer via their method of purchase.
How long does it take for flagged orders to be handled?
Typically flagged orders are handled by a member of the team in 1-2 hours, but can take up to 12 hours.
If a customer contacts you about their flagged order, or they need their product as a matter of urgency. They can contact our support team here, with the email address used to purchase.
Can I be notified of flagged orders?
Vendors can subscribe to the “High Risk Transaction Created” and “High Risk Transaction Updated” alerts to be notified of flagged orders via webhook, or email.