The abuse problem
you don't have
to staff.
Guide resolves claims and carries the cost of the approved ones, so catching abuse is our job rather than yours. It runs inside our claims process, across every merchant on the network. When a pattern turns up on your store, we tell you what we found.
Fraud detection is a tool Guide runs internally, not a dashboard the merchant operates. Because Guide resolves claims and carries the cost of approved ones, it assesses claim and return abuse across the whole network rather than within one merchant's data. A serial claimant filing across several stores, or a reshipping ring reusing an address pattern, is visible at network level long before any single merchant would have the history to spot it. Merchants don't see scores or set thresholds. When abuse involves their store, Guide notifies them.
It's our loss to absorb, so it's our work to do.
This isn't a tool we hand you. It's part of how Guide assesses a claim, and the incentive to get it right sits with the party paying for the outcome.
Nothing to configure
There's no fraud dashboard to learn, no score to interpret and no thresholds to keep tuned. It runs whether or not anyone on your team ever thinks about it, which is the difference between a service and a tool.
A view you can't get on your own
A shopper filing their first claim with you might be filing their ninth this quarter. Your own order history can't show you that, and no amount of staffing would find it. The network sees it on the first claim.
You hear about it when it matters
We don't send you a queue to work through. If abuse shows up against your brand, our team tells you what we saw and what we did, so you can decide what happens on your side of it.
Checked by us,
not by you.
Every step here is ours. The merchant-facing part of this product is the last one.
The claim arrives
Same portal, same four fields. Nothing about the shopper's experience changes because of what we already know, because telling someone they look suspicious is how you lose an honest customer.
Signals are matched across the network
Addresses, devices and payment fingerprints checked against history from every merchant on Guide, alongside claim frequency, order history and the specific pattern of what's being claimed.
Our specialists make the call
A pattern is an input to a decision a person makes, not a verdict a machine reaches on its own. Guide approves, asks for more evidence, or denies, under the standard set out in our terms of service.
You're notified if it concerns your store
Repeat abuse against your brand reaches you with what we found and what we did about it. It arrives as information rather than as a task, and your support queue stays empty either way.
Most people telling you
their package vanished
are telling the truth.
A claims process that treats everyone as a suspect costs more in lost customers than it saves in refused payouts. Guide clears the honest majority quickly and spends its scrutiny on the small number of cases that earn it.
- Honest customers aren't asked for paperwork to prove it
- Every denial has stated reasons behind it
- Your team never has to arbitrate any of this
A notification,
not a workload.
You don't administer any of this, so what arrives on your side is deliberately narrow. It's the short list of things a merchant would actually want to know.
What this doesn't do.
Every fraud product oversells itself, so here is the boundary. Knowing where it stops is what lets you plan around the rest.
It won't catch everything
A first-time, well-executed claim from a clean address looks exactly like a genuine one, because at that moment there's no difference in the data. The network catches the repeat, which is where the volume actually is.
It isn't payment fraud tooling
This covers what happens after the order: claims and returns. Stolen cards and chargebacks at the point of payment are a different problem, and you should keep whatever you already use for them.
It won't police your team
Internal loss, mis-picks and warehouse error look like claims but are not fraud. Guide flags the pattern by SKU and location so you can see it, then it's yours.
It does not stop at this module.
Every part of Guide writes to the same record, so what happens here changes how the next thing is handled.
Ask us how a claim actually gets assessed.
Book a demo and we'll walk the process end to end, including what makes us look twice.
Thirty minutes, on your own catalogue · Free to install, and our team does the build