Riskified Outage History

We have resolved the availability issues with our Control Center. The service is now fully operational. Order decisions and notifications are fully functional.

The email delivery issue has been resolved. We have confirmed that outbound emails are now being delivered as expected. If you continue to experience any issues, please contact our Support team.

The incident has been resolved.

From 09:30 - 11:18 UTC we experienced a performance issue leading to an increase in order declines. The root issue has been identified and resolved.

[INVESTIGATING] We are currently investigating some UI issues related to the creation of Decision Studio Allow and Block lists. [RESOLVED] Our team has identified and resolved the issue. This issue was isolated to the UI and did not impact decisioning.

[IDENTIFIED] We are experiencing an issue where orders are not properly displayed in the Control Center. This is affecting orders sent as of ±50 minutes ago. Order and all Riskified platform decisions and notifications are fully functional. [MONITORING] Control center visibility is stabilizing. [RESOLVED] Incident resolved - orders and status visibility in Control Center fully recovered. Incident timeframe: 01:55PM - 4:00PM UTC (to full recovery). Impact: orders and updated statuses visibility delayed for up to ~1hr in control center. Chargeback Guarantee, Policy Protect, Adaptive Checkout, Dispute Resolve and Account Secure decisions and notifications were fully functional throughout this timeframe.

[IDENTIFIED] We are experiencing availability issues with our Control Center. We're working on a fix and will update shortly. Order decisions and notifications are fully functional Best regards, Team Riskified [RESOLVED] Incident resolved - orders and status visibility in Control Center fully recovered. Incident timeframe: 08:25 PM - 09:01 PM UTC. Impact: orders and updated statuses visibility were delayed for up to ~1hr in control center. Chargeback Guarantee, Policy Protect, Adaptive Checkout, Dispute Resolve and Account Secure decisions and notifications were fully functional throughout this timeframe.

From 10:53 until 12:00 (UTC) we experienced an issue where some orders statuses were not properly displayed in the Control Center. Components: Control Center Locations: Control Center Order decisions are not affected and order notifications still being sent. Timeline: • August 1, 2024 12:12PM UTC - [Resolved] Issue resolved

We are experiencing availability issues with our web application, Control Center. Components: Control Center Locations: Control Center We're working on a fix and will update shortly. Timeline: • August 15, 2024 8:41PM UTC - [Identified] Availability issues identified • August 15, 2024 11:39PM UTC - [Resolved] Web application fully restored

Between Sept 1st, 1:06PM UTC and 5:00PM UTC we experienced an issue where some orders' status and actions visibility were not fully available in the Control Center. Components: Control Center Locations: Control Center Analysis, decisioning and notifications were not affected. Our development team identified the issue, resolved it and are implementing further measures to ensure stability. Timeline: • September 1, 2024 5:19PM UTC - [Resolved] Issue fully resolved

We have identified a temporary availability issue which is causing a delay in order review time for merchants. Components: Chargeback Guarantee - Async Locations: Decision Notifications Duration: 12:00am - 12:40am UTC Between 12:00am and 12:40am UTC, we experienced unavailability of one of our infrastructure components causing delayed decisions for some orders during this time. Timeline: • September 6, 2024 12:45AM UTC - [Identified] Issue identified, started approximately 12:00am UTC • September 6, 2024 12:47AM UTC - [Monitoring] Fix implemented, monitoring closely • September 6, 2024 12:51AM UTC - [Resolved] Issue fully resolved

We are currently experiencing an issue with our SMS provider, impacting SMS notifications being sent to customers for Account Secure customers utilizing SMS challenge notifications. Components: Account Secure Locations: SMS Notifications We are working with them to have this resolved as soon as possible. Timeline: • October 25, 2024 2:40PM UTC - [Investigating] SMS provider issue detected • October 25, 2024 6:08PM UTC - [Resolved] Service restored, all systems stable

Starting October 28th, 1:30PM UTC we experience an issue where some orders' status, actions and performance visibility are not fully available in the Control Center. Components: Control Center Locations: Control Center Some recover flows might experience degraded availability. Analysis, decisioning and notifications are not affected and fully stable. Our development team identified the issue and are working on a solution to ensure ongoing visibility. Timeline: • October 28, 2024 3:07PM UTC - [Identified] Issue identified affecting visibility • October 28, 2024 3:09PM UTC - [Monitoring] Issue resolved, lag being consumed • October 28, 2024 4:31PM UTC - [Resolved] Full visibility restored Please reach out to [email protected] for any further inquiries.

We are experiencing visibility issues with our Control Center Performance Overview dashboard. Components: Control Center Locations: Control Center Affected: Performance Overview dashboard IMPORTANT: Order decisions are not affected, and order notifications are being sent as expected. Timeline: • December 2, 2024 5:08PM UTC - [Identified] Visibility issues detected • December 2, 2024 8:04PM UTC - [Monitoring] Fix in progress for affected orders • December 3, 2024 12:24AM UTC - [Resolved] Dashboard fully restored

We are experiencing availability issues with our Identity Explore product section within the Control Center. Components: Control Center Locations: Control Center Affected Feature: Identity Explore section IMPORTANT: Order decisions are not affected. Timeline: • December 4, 2024 5:14PM UTC - [Investigating] Availability issues detected • December 4, 2024 8:22PM UTC - [Resolved] Identity Explore fully functional

We are experiencing an issue where orders are not properly displayed in the Control Center. Components: Control Center Affected: Orders sent as of ±45 minutes ago Order decisions are not affected and order notifications are still being sent. Timeline: • December 5, 2024 10:38PM UTC - [Identified] Display issue for recent orders • December 6, 2024 3:33AM UTC - [Resolved] The incident has been resolved

We are currently experiencing degraded performance with our webhooks which may be affecting a limited number of orders. Components: Chargeback Guarantee - Async Locations: Webhooks Platform: Shopify integration We currently are investigating the impact and root cause. Timeline: • January 22, 2025 6:27PM UTC - [Investigating] Limited order impact detected • January 22, 2025 8:17PM UTC - [Resolved] Issue resolved, all decisions returned

We are currently experiencing degraded performance with our webhooks which may be affecting our response time for some orders. Components: Chargeback Guarantee - Async, Chargeback Guarantee - Sync Locations: Webhooks Root Cause: Network provider issue Timeline: • February 5, 2025 4:58PM UTC - [Investigating] Performance degradation detected • February 5, 2025 5:15PM UTC - [Monitoring] Root cause identified as network provider • February 5, 2025 7:47PM UTC - [Monitoring] Mitigation in place, monitoring continues • February 6, 2025 4:16PM UTC - [Resolved] Network provider resolved underlying issues

Some SMS messages are failing due to a service disruption with our SMS provider. Components: Account Secure Locations: SMS Notifications Impact: Partial SMS delivery failures We are currently investigating the issue and possible workarounds. Timeline: • May 5, 2025 10:18PM UTC - [Investigating] SMS provider disruption detected • May 6, 2025 7:25AM UTC - [Resolved] The issue has been resolved

We are experiencing an issue where orders are not properly displayed in the Control Center. Affected: Orders sent as of 7pm UTC Components: Control Center Issue has been identified and resolved but full recovery will take additional few hours. Order decisions are not impacted at all while Orders Visibility and Recovery are limited at this time. Timeline: • June 20, 2025 9:54PM UTC - [Monitoring] Initial issue detected • June 20, 2025 11:03PM UTC - [Monitoring] Orders displaying correctly, Agent Recover still limited • June 21, 2025 5:48PM UTC - [Resolved] All systems operational

We are experiencing an issue with the Agent Recover feature in the Control Center for a subset of orders. Components: Control Center Impact: Agent Recover feature only Order decisions and notifications are fully functional, and orders should be displayed in real time - the only impact is with the Agent Recover feature. Timeline: • June 26, 2025 10:12AM UTC - [Investigating] Issue identified with Agent Recover • June 26, 2025 7:44PM UTC - [Resolved] Agent Recover issue has been resolved