Question 1

Doesn't Shopify already include fraud analysis?

Accepted Answer

Yes, for payment-fraud risk at checkout. Shopify Fraud Analysis helps flag online credit-card orders using signals like AVS/CVV, IP details, payment attempts, and fraud-chargeback risk. RefundSentry covers a different problem: return-abuse behavior. We flag serial returners, wardrobing, bracketing, refund-method switches, fraud rings, and return-linked chargeback risk without replacing Shopify Fraud Analysis or your returns app.

Question 2

How does RefundSentry calculate fraud scores?

Accepted Answer

RefundSentry evaluates 50+ behavioral, velocity, and contextual signals across both orders and returns to assign a risk score from 0 to 100. Orders are scored at checkout with 10 pre-ship signals, and returns are scored with 50+ graduated signals (weekend wardrobing, exchange churning, bracketing detection, reason clustering). Signals scale with severity, so 5 chargebacks score higher than 1.

Question 3

Does RefundSentry store my customers' personal data?

Accepted Answer

No raw PII. RefundSentry stores Shopify customer IDs and hashed (SHA-256) identifiers for matching across stores. We do not store names, raw email addresses, phone numbers, or full street addresses. GDPR erasure cascades automatically via Shopify's customers/redact webhook.

Question 4

Does RefundSentry replace my current returns app?

Accepted Answer

No. RefundSentry is designed as an add-on to your existing returns workflow. It works alongside Shopify Native returns and tools like Loop, AfterShip, and ReturnGO.

Question 5

Can I adjust how scoring works for my store?

Accepted Answer

Yes. RefundSentry includes merchant-configurable scoring settings so you can tune thresholds and signal weights to match your return policies. You can also confirm outcomes on flagged returns. The system measures which signals are actually predictive for your store and recommends weight adjustments over time.

Question 6

Will this slow down my storefront or checkout?

Accepted Answer

No. RefundSentry operates asynchronously through Shopify webhooks. Order scoring happens after checkout without adding latency, and return scoring happens after return activity. There is zero impact on your storefront or checkout speed.

Question 7

What is the fulfillment hold feature?

Accepted Answer

When an order scores above your configured risk threshold, RefundSentry can automatically pause fulfillment using Shopify's native order hold API. Your team reviews the order and releases it with one click. This prevents shipping to known abusers or suspicious first orders before any loss occurs.

Question 8

Does RefundSentry help with chargebacks?

Accepted Answer

Yes. RefundSentry predicts which orders are likely to result in chargebacks before you ship, and detects double-dip fraud where customers both return an item and file a chargeback on the same order. A dedicated chargeback analytics tab shows total exposure and repeat offenders.

Question 9

Does RefundSentry improve over time?

Accepted Answer

Yes. When you confirm outcomes on flagged returns (was this actually fraud or legitimate?), the system measures which signals predicted correctly and recommends weight adjustments. Small stores get statistical tuning from day one. As your data grows, AI-powered optimization detects signal interactions that simple statistics miss, like combinations of signals that are highly predictive together.

Question 10

How much does RefundSentry cost?

Accepted Answer

Free during private beta. Paid plans launch from $49/month based on rolling 30-day order volume (Starter $49 up to 500 orders, Growth $99 up to 1,500, Scale $199 up to 3,000, Advanced $299 up to 5,000; private plans above 5,000). Beta merchants see launch pricing before billing starts. No surprise charges, no auto-upgrade.

Question 11

How do I install RefundSentry?

Accepted Answer

Request beta access using the form on this page. During the private beta we onboard merchants manually and send a tailored install link directly to your team. The Shopify App Store listing opens once beta validation is complete.

Question 12

Is there a free trial? Can I cancel anytime?

Accepted Answer

Beta access is free and there is no commitment. You can opt out at any time and we will remove your data on request. When we open to general availability, billing will be handled through Shopify's subscription system.

Question 13

Can I see a full customer risk profile?

Accepted Answer

Yes. The Customer Intelligence page shows a complete view: return history, risk score timeline, reason patterns, chargeback history, and risk zone changes over time. You can also add internal notes and apply manual risk overrides.

Question 14

Can RefundSentry score orders before I ship them?

Accepted Answer

Yes. Pre-ship order scoring evaluates every order at creation with 10 signals (bracketing detection, risky first orders, high-abuse SKUs, velocity patterns). Orders that score above your risk threshold can be automatically held for review before fulfillment, so you never ship to a known abuser.

Question 15

Does RefundSentry work with Shopify Flow?

Accepted Answer

Yes. RefundSentry provides native Shopify Flow triggers so you can build custom automations based on risk scores and signals: auto-email your team when a high-risk return comes in, add internal tags to orders that match specific fraud patterns, and more.

Question 16

Can I see risk scores directly in the Shopify admin?

Accepted Answer

Yes. The Shopify Admin risk card shows the risk score, triggered signals, customer history, and recommended actions directly on the order page, with no tab switching required. Your team gets full context at a glance while processing orders.

Question 17

How does reason clustering work?

Accepted Answer

RefundSentry uses AI to group free-text return reasons into actionable clusters like sizing issues, quality defects, or coordinated fraud. Instead of reading thousands of individual reasons, you see patterns, so you can fix root causes like a mislabeled size chart rather than chasing individual returns.

Product	Reason	Returns	Rate
Classic Fit Tee	Size too small	23	12%
Classic Fit Tee	Doesn't fit	14	12%
Classic Fit Tee	Other	8	12%
Slim Joggers	Defective	11	8%
Slim Joggers	Wrong item	3	8%
Wool Cardigan	Not as described	7	6%
Wool Cardigan	Changed mind	5	6%

Product	Reason	Returns	Rate
Classic Fit Tee	Size too small	23	12%
Classic Fit Tee	Doesn't fit	14	12%
Classic Fit Tee	Other	8	12%
Slim Joggers	Defective	11	8%
Slim Joggers	Wrong item	3	8%
Wool Cardigan	Not as described	7	6%
Wool Cardigan	Changed mind	5	6%

Stop return fraud before the refund.

Return abuse, chargebacks, and serial fraud are draining your profits

Shopify protects checkout. RefundSentry protects return behavior.

Works With Your Current Returns Stack

Up and Running in 4 Steps

Request beta access

Score Behavior Pre-Ship

Hold Risky Fulfillments

Score Returns & Act

How RefundSentry Catches Fraud

Wardrobing Detection

Fraud Ring Identification

Gift Card Cashout

Serial Returner Escalation

See What Your Returns Data Is Hiding

What merchants actually see after install

It Gets Smarter With You

Observe

Confirm

Tune

Auto-pilot

Latest from the team

Free during beta. Help shape the price.

Beta Access

Clear Setup, Low Data Risk, and No Workflow Rip-and-Replace

No Raw PII Stored

Privacy by Design

Real-Time Scoring

Works With Your Stack

What You Get on Day One

Frequently asked questions