backwise

About backwise

backwise is a refund and return fraud-prevention platform for e-commerce merchants. We help support teams tell a genuine delivery problem from an abusive return or refund claim, so good customers are resolved fast and fraud is caught before it is refunded.

What the app does

The app adds a panel to the Zendesk ticket sidebar so agents never leave the ticket:

• One-click claim creation — the ticket subject, description, custom fields and requester details pre-fill the claim.
• Automatic risk evaluation — backwise weighs the conversation, the order, carrier tracking history and the customer's past purchases and returns, then produces a risk evaluation.
• The reasoning, not just a number — delivery scans, distance checks and every signal that moved the score are shown in the sidebar.
• Internal note push — write the verdict back to the ticket as a private note so the whole team sees it.

Data disclosure

What the app accesses. With your authorisation, backwise reads from your Zendesk account: the ticket id, subject, description, tags and custom fields; the requester's name, email address and external id; public comments on the ticket and their attachments; and the signed-in agent's id, name, email and account subdomain. This data is used only to create and evaluate the claim you asked for, and to show the result to your agents.

What the app writes. Private internal notes and tags, on tickets you run a claim on.

Check our Privacy Policy for full details.