NoFraud Fraud Protection

Hi Simon,

Thank you for sharing your concerns; we understand how frustrating it can be when legitimate orders are declined. Any time NoFraud cancels an order due to risk concerns we share detailed information on why the cancellation occurred, including risk factors.

Additionally, NoFraud is a powerful, flexible platform that allows merchants to customize their process and create specific rules tailored to their business. We’d love to help you fine-tune your settings to reduce false declines while still proactively protecting your store from fraud.

Our Customer Success team has reached out via phone and email to assist you further. If we do not have the right contact information for you, please let us know at support@nofraud.com. It’s our goal to ensure every merchant using NoFraud is able to achieve the best possible results for their business.

Hi Sam,

Thank you for sharing your concerns; we apologize for any confusion and the frustration caused. There are a few points for clarification that are important.

Any time an order is cancelled due to risk concerns, NoFraud shares detailed information to help merchants understand why the cancellation occurred. In this particular situation, the order was cancelled due to several risk factors including being placed on a high-risk device and the card issuing bank country did not match the billing country.

Regarding auto cancellation, the NoFraud platform is the most powerful, flexible eCommerce fraud prevention platform in the world allowing merchants to tailor their process and even customize specific rules that make sense for their business. You can disable this auto-cancellation feature at any point.

Lastly, regarding NoFraud support, the team did reach out to you within one hour of receiving your support request. If we do not have the right email for you, please let us know at support@nofraud.com. We strive to provide the best experience for all our merchants, even when we need to share negative order outcomes.

Hi Karla,

Aaron, Head of Customer Success here at NoFraud, tried giving you a call earlier to apologize on behalf of our team for a billing oversight, but it seems the number on file didn’t go through.

We noticed that you removed your integration with us on November 4th, but unfortunately, it looks like we didn’t disable your account in time for billing to be disabled. To make things right, we’ve already asked our Accounting Team to issue a refund for the recent invoice payment and ensured your account is now fully disabled. We'll confirm when the refund itself is processed.

Please reach out to support@nofraud.com if you have any questions.