Support

For a payment or billing problem, include your account email. For a dispute, include the dispute ID from the Disputes page.

Found a security issue, or suspect your account was accessed without permission? Write to [email protected]. We acknowledge security reports within one business day.

• A new dispute shows up on the Disputes page with its evidence checklist. Riskopus drafts a defense; you review and submit it, or turn on Auto-generate defense letters and Auto-submit to Stripe in Automation → Dispute Automation.
• Hold low-strength disputes for review: with this on, a draft whose evidence checklist scores under 3 out of 5 waits for you instead of being submitted automatically.
• Deadlines: Riskopus reminds you before the network deadline. A case past its deadline can’t be submitted.
• Outcomes come from your payment provider (won or lost) and update your win rate.

• Turn prevention on in Prevention. Riskopus enrolls your statement descriptor with the alert networks through our partner. Ethoca confirms in about two days, Verifi CDRN in about one.
• When a cardholder’s bank flags a purchase, an alert reaches Riskopus and is matched to your sale. Refund it, or let your rule refund it, within the alert’s window and the chargeback never happens. Refunds go out from your own Stripe account.
• You're charged per alert delivered to you: $29 per Ethoca alert, $19 per Verifi (CDRN or RDR) alert. An alert is the network’s warning about your sale, and the fee is for the warning, whether or not you refund. If an alert isn’t your transaction, or the payment had already been refunded or charged back, the fee may be credited on your next invoice.
• Turning prevention off asks the networks to remove your descriptor. Alerts stop once the removal completes.

Stripe’s early fraud warnings are captured, scored and shown on the Fraud Warnings page on every plan, and you can refund any of them by hand. On Growth they can also be refunded automatically, under the rules you set (fraud type, amount cap), before they become chargebacks. There’s no charge per warning.

• Free: monitoring, Network Health, early fraud warnings and their analysis, dispute defense (15% of the amount of each dispute Riskopus submitted and you won) and prevention alerts (per alert delivered to you).
• Growth, $149 a month: everything in Free plus the Risk Officer (findings, investigations, Ask your Risk Officer, action proposals, the weekly brief) and refunds on early fraud warnings, by hand or automatic.
• Card: you add a card the first time something can cost money: turning on prevention, moving to Growth, or submitting (or auto-submitting) a defense. Monitoring is free without a card.
• When you're charged: Growth is billed monthly in advance. Alert fees and won-case fees are billed every morning for the previous day, on one invoice. A day with nothing owed produces no invoice, and amounts under $0.50 carry to the next day.
• Leaving Growth: switch to Free at any time. Growth stays on until the end of the month you’ve already paid for, then stops, and you’re not charged again. Change your mind before that date and nothing happens. The current month is not refunded.
• Invoices, receipts, card changes: Settings → Plan & billing → Invoices and payment methods opens your Stripe billing portal.
• If a payment fails: the card is retried automatically over the following days and a notice shows in the app. While unpaid, automatic refunds and automatic submissions pause once the outstanding amount passes $75; manual actions keep working. After 7 days prevention enrollment is removed; after 14 days Growth features are switched off, while your dashboard and your data stay. Everything returns as soon as a payment succeeds; prevention coverage takes about 2 business days to re-enroll.
• Custom pricing: if you have an agreement with us, Plan & billing shows your agreed pricing.

• What we store: your sales (amount, currency, card network, last four digits, an irreversible hash of the customer email), your disputes and the evidence gathered for them, early fraud warnings, prevention alerts, and the analyses built on them. Full card numbers are never stored.
• Retention: sales records for 180 days; personal fields on a dispute are cleared 180 days after it closes; questions to the Risk Officer after 30 days; notifications after 90 days.
• Export: Settings → Data & privacy → Download my data gives you everything we hold for your account as a file.
• A cardholder asks to be forgotten: Settings → Data & privacy → Data subject request finds a customer by email across your disputes and redacts them. Riskopus keeps only what the card networks require for an open dispute.
• Close your account: Settings → Account deactivation → Deactivate. The account closes at once and every record, file and analysis for it is deleted after a 30-day grace period. Invoices already issued remain in Stripe for accounting.
• Disconnecting Stripe or Shopify (from Integrations, or by removing the app in Stripe) stops all data flow immediately. Riskopus keeps what it already has until you close the account or retention removes it.
• AI: findings, investigations and chat answers are produced by an AI model working only on your account’s aggregates and dispute records. The model provider does not train on your data.

Remove Riskopus in your Stripe or Shopify app settings, or disconnect from Integrations. To erase your data as well, close the account (above).