What should I do if I find out that an end-customer couldn't complete a payment because they were flagged for fraudulent behavior?

If an end-customer cannot make a payment, it could be for a number of reasons.

If you are contacted about an end-customer unable to make a payment, you can review the Synctera console to determine if it was flagged for fraudulent behavior. If so, please verify the transaction with the end-customer. You can add this verification to the fraud case details, which our Ground Control team will then review.

Once a case is marked as not-fraudulent, the end-customer will be able to retry the transaction for a limited period of time. It is important to not reveal why fraud rules get fired, including the amount/threshold. This is important as we do not want to enable fraudsters to bypass our system.