The following table provides explanations of the Warning and Caution alerts issued by Risk Management service, and recommends how you should respond.
Such warnings are purely for your information - the shopper is NOT alerted. If the transaction has been authorised by the bank, the shopper will assume that the transaction is being processed. Shoppers are alerted only if a transaction is actually blocked - please refer to Blocked Transactions - What you and the Shopper will see for details.
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Risk results |
What does it mean? |
What do we do about it? |
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CAUTION |
A Caution indicates inconsistencies in the transaction characteristics that warrant further checks. These inconsistencies may be based on discrepancies in the billing or email address details. For example the email address is incorrectly formatted or the email domain does not exist. |
You may wish to carry out further checks before fulfilling the order. For example, send an email to the shopper's email address to confirm that it exists. |
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WARNING |
Whilst not generated by absolute evidence of fraud, a Warning indicates a greater level of doubt concerning the transaction than does a Caution. For example, the card issue country does not match the billing address country. |
We strongly recommend that you carry out further checks before fulfilling the order. |
The Worldpay Merchant Guarantee does not apply to transactions if you receive a 'Warning’ alert but still accept the order.
If you are suspicious about an order that has been authorised by the shopper’s card issuing bank and you choose not to proceed with the order, you must advise the shopper that you are not going to fulfil the order and then either promptly perform a full refund using the Merchant Interface, or, if you are using automated capture with capture delay, you must cancel the payment manually with the Merchant Interface.
Where an Address Verification and country code comparison produces a 'match' result but a Warning or Caution alert is still generated we recommend that you carry out further checks, as described in Checks to make.
See also When you suspect fraud if you wish to take further action.
Unfortunately, we cannot provide you with additional information regarding the exact reason for an alert. The parameters used by the Risk Management service to provide you with alerts may change over time; it is important that we protect the details of its operation to make it as difficult as possible for fraudsters to circumvent the system.
We are also prevented by Data Protection legislation from divulging details of specific shoppers' purchasing activities with other merchants other than to the proper authorities.
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Glossary | File Name: What the Risk Management results mean.html | © Worldpay Limited |