NoFraud Roles & Responsibilities – Operations

Provide access to selected plan details and applicable policies available here:

• https://www.nofraud.com/nofraud-services/
• https://www.nofraud.com/chargeback-protection-policy/
• https://www.nofraud.com/nofraud-inr-protection-policy/

Align on plan and applicable NoFraud policies for the plans in which you are enrolled.

Identify and include necessary stakeholders.

Sends an introduction to NoFraud Onboarding Manager and Customer Success team.

Review the onboarding timeline and key milestones

Schedule Onboarding Kickoff

Collect and confirm business goals and success metrics

Sets up and communicate communication channels (e.g. email)

Provide initial onboarding documentation

Ensure participation of key stakeholders in Onboarding Kickoff

Provide access to current plan eligibility information and details here:

• https://www.nofraud.com/nofraud-services/
• https://www.nofraud.com/chargeback-protection-policy/
• https://www.nofraud.com/nofraud-inr-protection-policy/

Review the provided NoFraud policies for the plans in which you are enrolled.

Review recommended settings that impact Review and Verification

Provide communication channels for inquiries about NoFraud decisions

Review case submission process

Align on case submission requirements, and inform relevant team members.

Provide sub user access with sufficient permissions for evidence collection and case submission, for example:

• PayPal – Access to Disputes and Orders
• Braintree – Access to Disputes and Transactions
• Stripe – Access to Disputes, Payments, and Customers
• Shopify – Grant NoFraud access when requested (Customers and Orders)
• Square – [link to document]
• Other platforms – Equivalent of orders, disputes, and customers, in those platforms

Confirm successful access to required accounts, and alert you to any access issues.

Provide NoFraud sub user access with sufficient permissions for evidence collection and case submission, for example:

• PayPal – Access to Disputes and Orders
• Braintree – Access to Disputes and Transactions
• Stripe – Access to Disputes, Payments, and Customers
• Shopify – Grant NoFraud access when requested (Customers and Orders)
• Square – [link to document]
• Other platforms – Equivalent of orders, disputes, and customers, in those platforms

Provide NoFraud access to case resolutions, either via online portal or via monthly report. If providing via monthly report, NoFraud will send a list of all qualified cases completed for the month, and they have 90 days to report the resolution

• Provide historical chargeback and transactional data as requested by chargeback team (up to 12 months fine, all time better)
• Designate contact who can respond within necessary time frame when NoFraud requests evidences. Common evidences NoFraud may request are:
  • Order invoice/packing slip
  • AVS results
  • Proof of delivery with full delivery address
  • Communications with customer

Confirm successful access to required accounts, and alert you to any access issues.

Completes initial account setup and configuration

• Provides guidance through any technical setup
• Performs initial testing
• Addresses any technical issues

Approve account setup, configuration, and testing.

ecommerce platform Admin/Collaborator Access (Platform-Specific) to access and manage orders, transactions, and refunds for chargeback management.

• Shopify Access: Collaborator access for info@nofraud.com
• BigCommerce Access: Admin access for info@nofraud.com
• Permissions Needed:
  • Full access to order history and transaction details.
  • Ability to view, manage, and respond to chargeback-related issues.

Payment Gateway Access to review payment transaction statuses, manage chargebacks, and monitor any optional payment methods qualifying for chargeback protection.

• Access: chargebacks”merchant_id”@nofraud.com
• Permissions Needed:
  • View access to payment transactions, including chargebacks.
  • Full access to optional payment methods being screened for chargeback protection.

Confirm successful access to required accounts, and alert you to any access issues.

Designate and maintain current contacts for:

• Billing
• Account
• Escalation

Communicate relevant business or technology changes such as:

• New ecommerce platforms, technologies, or integrations
• Updated contact information, responsibilities, or team members
• Changes in relevant workflows and processes

Platform is designed to only send verification emails, not marketing emails, customers are responsible for obtaining any necessary SMS messaging consents