Manage account holder risk

To enable Score for your platform, contact your Adyen Account Manager. When we enable Score for your platform, we also assign the required roles for your Customer Area users.

To check if your Customer Area user has the roles, log in to your {Customer Area, then go to Settings > Users. If you need additional roles, contact your admin user.

Case management dashboard

The case management dashboard shows a list of identities and their risk scores, and the number of account holders that are part of an identity. By default, the list is sorted by the highest risk score to help you prioritize which cases to review.

To access case management:

1. Log in to your Customer Area.
2. Go to Platform > Score.
3. Select View case management.

The dashboard also has filtering and sorting functions, which you can use to tailor the list of cases shown on the page. For example, you can use filters to only show specific risk signals. Then you can save the view for next time.

You can use the dashboard to review identities.

If you want to change which identities are displayed, you can manage score settings.

Review identities

You can review all current signals on the full identity.

Go to case management, and then select the Risk score. Alternatively, you can go to the Score tab on the account holder details page.

After reviewing, you can do one of the following:

• Take action on an identity.
• Dismiss risk signals as false positives.
• Exclude linked KYC values to break up the identity. This action requires the role Merchant Marketplace Risk Admin.

Take action on an identity

To take a specific action on an identity, select the Take action on account button in the Score tab on the account holder details page.

You can:

• Disable payouts.
• Suspend account holders.
• Refund transactions. This is only possible after an account is suspended.
• Add KYC values to the high risk list. Only add KYC values from confirmed fraudulent account holders.
• Trust an identity. You can use this to prevent a known and trusted identity to appear in case management.

Dismiss risk signals

If one or more risk signals triggered, but you do not agree that the signal is a risk for this identity, you can flag the signal as false positive.

Flagging a signal as false positive lifts the signal for the whole identity.

To dismiss a signal:

1. Select the signal, and from the dropdown menu select Dismiss risk signal. This flags this signal as false positive. You can leave feedback in the comment box to help improve future risk signals.

To dismiss all signals:

1. Select the Dismiss all risk signals button to flag all signals as false positives. When you dismiss all signals for an identity, you mark them all as not relevant for this identity, and reset the risk score.

Exclude linked KYC values

When you know that a KYC value is not a valid link within an identity, you can exclude the identifier. This can be useful, for example, when you know that a telephone number or a registration address is used for several different identities.

To exclude an identifier, select the identifier and select Exclude linked KYC values button.

You will see a list of all the linked identifiers, and the number of times that specific identifier is present.

This action cannot be undone and is permanent. You will be asked to confirm this action.

Manage Score settings (admin only)

Apart from taking action on identities, users with the Merchant Marketplace Risk Admin role can configure the Score settings.

1. Log in to your Customer Area.
2. Go to Platform > Score.

From the Score settings page, you can:

• Influence the risk score, and change the impact of a risk signal.
• Add custom risk signals.
• Specify automated actions.

From the High risk list page, you can:

• Bulk add KYC values to the high risk list.

Change the impact of a risk signal

Certain scenarios pose a higher risk for your platform than others, and should lead to a higher risk score. You can optimize the risk scores for signals in your platform by editing the weight of each signal.

Per signal, you can specify if the impact on the risk score should be:

• No impact
• Low impact
• Medium impact
• High impact
• Maximum impact

Add custom risk signals

Add your own risk signals based on transactional or KYC values. We recommend that you use the custom risk list for general patterns. For example, accounts that process more than EUR 10,000 in less than two hours after account creation, or accounts with bank accounts from a specific bank that should always flag a risk signal.

To create custom transaction signals:

1. Log in to your Customer Area.
2. Go to Platform > Score.
3. Select Settings.
4. Select Transaction custom risk signals.
5. Select Create transaction custom risk signal to create a custom rule.
6. Select the scenario and fill in the required parameters.

To create custom KYC signals:

1. Log in to your Customer Area.
2. Go to Platform > Score.
3. Select Settings.
4. Select Custom KYC risk signals.
5. Select Create KYC custom risk signal to create a custom rule.
6. Select the KYC check category and provide the value that you want to check.

Add automated actions

For high risk lists and custom risk signals, you can let Adyen automatically take a specific action when the check is triggered.

To automate the action:

1. Log in to your Customer Area.
2. Go to Platform > Score.
3. Select Settings.

To see which automated actions were taken for which account, look at the Automated actions log.

1. Log in to your Customer Area.
2. Go to Platform > Score.
3. Select Automated actions > See automated actions log.

Bulk upload KYC values to high risk lists

You can use the high risk lists to add KYC values from fraudulent account holders. To add known malicious KYC attributes in bulk, upload a CSV file to the high risk list.

To upload a CSV file:

1. Log in to your Customer Area.
2. Go to Platform > Score.
3. Select High risk list.
4. Select the KYC attribute for which you want to bulk upload values.
5. Select Add item(s).
6. Upload one or more values using the specified CSV format.