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Case Management (Manual Review)

In some scenarios, merchants want to manually review a transaction before it is captured. This an optional, yet powerful second layer of enforcement that can go on top of standard risk rule management. 

There are two ways that a transaction can be set aside for manual review:

  1. The transaction reaches the amber threshold that has been established by the merchant.
  2. The transaction triggers a risk check which has an amber override.

The specifics of these setups are explained in the following sections.

Who is Case Management right for?

Manual review introduces additional operational overhead to a merchant's risk mitigation strategy. It is entirely possible for a merchant to protect themselves against fraud simply by managing the automated risk rules inherent to RevenueProtect. However, there are some scenarios in which it makes sense to prioritize manual review:

  • High Transaction Value Merchants: Merchants with very high average transaction values (ATVs) have more of an incentive to utilize manual review. For example, airlines and high-end retail merchants find that the monetary loss of even a single chargeback justifies some or significant manual review operational costs. 
  • Merchants Expanding into High-Risk Markets: When a merchant first expands into a high-risk region, it can be useful to prioritize manual reviews. This allows for higher confidence in detecting fraud and enables the risk management team to get a quicker understanding of the fraud in that region. 

Who is Case Management not for?

There are two scenarios in which manual review does not make significant business sense:

  • Low Transaction Value Merchants: In these cases, the cost associated with manual review often overshadows any potential losses from chargebacks. 
  • Digital Goods Merchants: For merchants who do not sell a physical good, the loss associated with fraud is usually minimal. While the business can potentially loose out on revenue, the product itself has a limited monetary value in-and-of-itself. As such, operationalizing manual reviews is usually not a priority. 

Implementing manual review

Following are the steps to help implement manual overview:

  1. Use the fraudResultType field in the payment response for AMBER status. AMBER status means the payment was authorized but not auto-captured. This fraudResultType is included in the additionalData of the API response of your authorisation request. Our support can also enable the setting/feature to have this included in your asynchronous notification.
  2. In your system, place the order in a different status to ensure you don’t ship the product. It is recommended that you update this in your ERP.
  3. A user with access to the Case Management UI can now perform the manual review in include  and decide whether to accept or reject this payment.
  4. Define the modification requests you want the manual actions for and the notifications you want Adyen to send to your servers for these decision points:
    • Accept: Capture or no action
    • Reject: Cancel_or_Refund or no action
    • Expiry: Define what modifications you want no action for at the end of 7 days: Cancel_or_Refund or Capture.
  5. Use the asynchronous notifications with event code MANUAL_REVIEW_ACCEPT or MANUAL_REVIEW_REJECT to update the status of the order in your system.

Capture or cancel modifications can be handled by Adyen or you can also choose to handle it yourself. Contact support to know more.