# Fraud Analysis

Tebex uses advanced fraud detection systems to protect creators, customers, and the platform as a whole. Occasionally, legitimate transactions may be flagged or declined based on our risk signals. This is a normal part of our Merchant of Record responsibilities.

***

### **Why Payments May Be Declined**

If a customer’s transaction is declined, it may be due to:

* Suspicious activity or signals associated with the payment method
* Use of anonymizing tools (e.g., VPNs)
* Payment method limits or restrictions
* High-risk purchase patterns

> **Important**: Do not inform the customer that their payment was declined due to suspected fraud. Instead, simply inform them that their payment could not be completed.

***

### **Customer Troubleshooting Steps**

You can suggest the following steps to the customer:

1. **Disable any VPNs** and try completing the payment again.
2. **Use a different payment method**, if available.
3. **Try a different device** or browser to complete the transaction.

***

### **Still Not Working?**

If the issue persists, direct the customer to [Contact Buyer Support](https://www.tebex.io/support-customer-form) for further assistance.

Please ask them to include the following when reaching out:

* The **Transaction ID** (if available)
* Any **error messages** they received during checkout

Our team will investigate and assist the customer directly.