Stripe’s systems work to prevent fraud on your account automatically, with action taken on payments in real-time so that your business can focus on what’s most important. While this can save significant human time and effort, there may be certain payments where you’d like to apply human judgment in addition to what our automated systems can provide.
For instance, you might want to review transactions that:
- Have been evaluated by Stripe’s fraud prevention system as having an elevated risk of fraud
- Have been made from outside your country
- Are greater than a certain amount
- Make use of an email address from an unusual domain
The review queue of Stripe Radar for Fraud Teams streamlines the process for giving unusual payments a second look. Instead of spending significant amounts of time manually reviewing a long list of payments, you can send a targeted list of payments to review that meet your specified criteria, and review them right from the Dashboard.
The review queue in the Dashboard is a prioritized list of completed payments that might need further investigation. There are two key ways to review payments: the list view allows you to perform reviews with at-a-glance information while the detailed view provides much more context about a payment. The detailed view can be further customized with your own data.
The list view contains information to help you quickly get a sense for each payment’s possible risk of fraud.
The list view highlights:
- The risk level Stripe has assigned after evaluating the payment
- Customer name
- Card information
- Amount, date and time of the payment
- The device IP address
If you need to view further information about a payment before making a decision (such as any additional information you may have provided as metadata), select the payment within the review queue to view the entire payment detail page. You can quickly navigate between payments to review using the Previous and Next buttons.
The Stripe Radar machine learning system evaluates hundreds of signals when scoring a charge. The risk insights section on the payment page identifies some of the most relevant signals, along with some key data points that can help assess fraud on a payment. The related payments section shows other payments made to your business that use the same email address, IP address, or card number as the payment you’re currently reviewing.
Once you’ve reviewed a payment, you can remove it from the review queue by taking one of the following actions:
- Approve: Closes the review with no changes made to the payment. You can still refund (or refund and report fraud) any payment that has been approved at any time.
- Refund: Refunds the payment without reporting it to Stripe as fraudulent. Once a payment is refunded, the action cannot be undone—a new payment must be processed.
- Refund and report fraud: Refunds the payment and also reports it to Stripe as fraudulent. This adds the associated card and email to your block lists and further increases the effectiveness of our fraud prevention.
Customizing the review queue
With Stripe Radar for Fraud Teams, you can create rules that automatically place payments in review based on the unique needs of your business. This gives you the opportunity to identify payments that might require more investigation before you can make an informed decision.
Anyone managing the review queue can assign themselves to reviews to avoid duplicating effort.
As a reviewer, you can see which reviews other people are working on and assign or remove yourself from reviews. You can also filter the review queue to see reviews you own or reviews that are currently unassigned.
To assign yourself to a review in the list view, hover over a review and click on the person icon or the Assign to me button in the overflow menu. In the detail view, click the Assign to me button at the top right.
Human reviews can add additional nuance to your fraud prevention strategy. While these reviews provide the additional insight, control, and information a person can bring to make a decision, doing so can come at a high cost without care. This can be a burden for operational resources or become unwieldy during peak seasons. Use the following best practices to get the most out of reviews.
Focus time on payments where human judgment can add valuable insight to the decision
Automated systems should be able to make decisions on the vast majority of payments, but there may be a few where a human can make a decision with a significantly higher level of accuracy. To make best use of valuable human time, only review transactions where a human can definitely make a better decision than an automated system.
Use risk insights and related payments to make an informed decision
Use the data in the risk insights section to see how Stripe Radar came up with a score for a charge. Combining the reasons for a score and knowledge about your business while applying human judgement can help you make an informed choice about when to trust, or ignore, the score assigned by Radar.
Leverage the insights from reviewers to develop hypotheses for fraud prevention strategies
As reviewers sort through your transactions, they develop intuitions for fraud prevention that can be translated into better rules. Collect insights from reviewers to test custom rules on your account.
Customize the process by presenting data unique to your business at review time
Pass along any additional customer or order information as metadata so that you can have all relevant information in the Dashboard at the time of review. Some examples of useful metadata include:
- More information about the order and its shipping information
- Google Maps and Street View links to the customer’s shipping address so the reviewer can see if the address might be a drop-shipping or freight-forwarding service
Don’t slow down your customer journey
A review implies there is time between the order being taken and delivered. If your business inherently has a delay of this type (e.g., you’re shipping physical goods), taking the time to review a transaction doesn’t detract from the customer experience. If there isn’t a delay built into your product experience, adding in a review process could potentially slow down orders and serve as a bottleneck for good customers.