How to Report a Security concern or Suspected Fraud
How to flag suspicious activity, handle disputes, and what to expect from our team.
YellowCard takes the security of all transactions very seriously. If you encounter suspicious activity,
receive a chargeback, or believe your account or a customer's funds may be at risk, please report it to
us right away. The sooner we know, the faster we can act.
What to Report
Contact the YellowCard support team if you observe any of the following:
| Unauthorised transactions Payments | Payments appearing on your account that you or your customers did not authorise. |
|
Refund or dispute claims |
A customer claims they did not authorize or receive a transaction that has already been completed. |
|
Suspected account compromise |
You believe your API credentials or platform access may have been accessed by an unauthorised party. |
| Unusual transaction patterns | Unexpected spikes in volume, unusual corridors, or behaviour that deviates significantly from your normal usage. |
|
Repeated fraudulent dispute claims |
A pattern of chargeback filings from the same customer or group of customers with no valid basis. |
Immediate actions for Suspected Account Compromise
If you suspect your account or API credentials have been compromised, speed is critical. Take these steps immediately.
| Platform Access | API Access |
| Change your password immediately. Log in to your dashboard and update your password to a strong and unique one. | Revoke your current API key immediately. Do not wait. An exposed key can be used to initiate transactions on your behalf. |
|
|
Generate a new API key from your dashboard and update your integration with the new credentials as soon as possible. |
After taking these steps, contact YellowCard support immediately using your dedicated support channel.
How to Report It
- Gather the details
Collect all relevant information: transaction IDs, timestamps, affected amounts, and any
communication from the end-user. Screenshots are helpful if available.
- Do not reverse transactions without guidance
Avoid manually processing refunds or adjusting records before speaking with YellowCard.
support team. This can complicate the investigation.
- Contact YellowCard support
Reach out through your designated support channel. Include your account email and all the details gathered in Step 1.
- Await confirmation and next steps
Our team will acknowledge your report and begin the review process. You will be kept updated
on the outcome and any actions taken.
When contacting support, always include: your partner account email and the affected transaction ID(s), a clear description of the concern, and any supporting documentation (e.g., proof of payment, screenshots).
Refunds and Disputes:
How we handle refunds
When a refund is requested or a dispute is reported, our team will begin an immediate review. Here is what the process looks like:
Step 1: Review initiated
We communicate with you to gather information and assess the validity of the claim. Our goal is always to resolve disputes fairly and quickly.
Step 2: Investigation
Our payments team investigates the transaction history, provider records, and any documentation provided. This process may take a short period, depending on the complexity of the case.
Step 3: Outcome communicated
We will inform you of the investigation's findings and any next steps, including whether a refund will be processed.
Refunds are not automatic. They depend on the outcome of the investigation. We ask that you do not guarantee a refund to your end-users until we have completed our review and confirmed the resolution.
Account Actions for Fraudulent Activity
YellowCard's default approach is always to investigate and resolve disputes, not to block
or suspend customers immediately. However, where a customer is found to be engaged in a clear pattern of fraudulent behaviour (such as repeated baseless chargebacks), their account access may be restricted as part of our platform-wide fraud prevention measures. If you notice a pattern of suspicious activity from a specific end-user on your platform, we encourage you to flag it proactively when contacting support. Sharing context early helps us act faster.