Providing Feedback

After Jumio has processed a transaction, you can provide feedback on the decision automatically assigned by the workflow. If you believe a decision requires clarification or correction, you can assign a feedback status to the transaction and a reason for the feedback. When you provide such feedback, you are essentially tagging the transaction to note the discrepancy between the status assigned by Jumio and the status your organization has determined should be applied.

For transactions that evaluate an ID credential, providing feedback will affect subsequent transactions in your tenant, and all other tenants belonging to the same Jumio customer, that involve the same ID. The same ID is determined by matching criteria including:

issuingCountry
ID type
documentNumber
firstName
lastName
dateOfBirth

If the feedback status was:

NOT_FRAUD then for any subsequent transactions with a valid ID with matching data the ID will be approved. This only applies to the Data Checks capability. The ID may still be rejected by other capabilities including the Image Checks capability. The transaction may also be rejected by other services in the workflow.
FRAUD then for any subsequent transactions with a matching ID the transaction will be rejected. The Data Checks capability decision will be REJECTED and the decision details label will be CUSTOMER_FEEDBACK.

The transaction feedback feature is an optional feature that Jumio customers may elect to use at their sole discretion. By using this feature you acknowledge and agree that Jumio relies on the information provided by you for this feature and that Jumio has no knowledge of the accuracy and correctness of such information. Accordingly, you shall not use this feature for illegal, unethical, or discriminatory purposes, and you assume sole responsibility and liability for any consequences of your use of this feature. Jumio disclaims all liability for any harm or damage arising out of or in connection with your use of the Transaction Feedback feature.

Jumio provides a Feedback API you can use to submit the feedback for a transaction. Use a PUT request to provide the feedback status and reason values. The request body is a JSON object.

You can also submit feedback through the Jumio Portal. See Transaction Feedback

Feedback Request Body Example

{
  "status": "FRAUD",
  "reason": "FIRST_PARTY_FRAUD"
}

Feedback Request Fields

Field	Type	Required	Notes
status	string	yes	The allowed status values are: FRAUD Indicates that the ID data should be rejected in future transactions. NOT_FRAUD Indicates that the ID data should be accepted in future transactions. NA Use this when you have previously submitted feedback for the same ID data but no longer want the previously set value to apply to future transactions.
reason	string	no	The reason for setting the status value. A reason is required if the status value is FRAUD. See Reason Values and Descriptions

Field

Type

Required

Notes

status

string

yes

The allowed status values are:

FRAUD
Indicates that the ID data should be rejected in future transactions.
NOT_FRAUD
Indicates that the ID data should be accepted in future transactions.
NA
Use this when you have previously submitted feedback for the same ID data but no longer want the previously set value to apply to future transactions.

reason

string

The reason for setting the status value. A reason is required if the status value is FRAUD. See Reason Values and Descriptions

Reason Values and Descriptions

Reason	Description
Not_Available	No reason provided. Select this option if you have already submitted a feedback reason but wish to remove it.
Account_Takeover	Unauthorized access to a user's account, often through hacking or stolen credentials.
Company_Policy	Risks associated with non-compliance or violation of internal company policies and procedures.
First_Party_Fraud	Deceptive activities where a legitimate account holder intentionally engages in fraud.
Government_Regulations	Risks arising from failure to comply with laws and regulations set by government authorities.
Identity_Fraud	Unauthorized use of someone's personal information to commit fraudulent activities.
Insider_Fraud	Fraudulent activities carried out by individuals within an organization, exploiting internal access.
Money_Laundering	Concealing the origins of illegally obtained money, often involving complex financial transactions. If this reason is provided the feedback will not influence subsequent transactions with the same ID.
Payment_Fraud	Unauthorized or fraudulent transactions involving the use of payment methods. If this reason is provided the feedback will not influence subsequent transactions with the same ID.
Phishing	Fraudulent attempts to obtain sensitive information, such as usernames and passwords, by posing as a trustworthy entity.
Synthetic_ID_Fraud	Creation of fictitious identities using a combination of real and fake information for fraudulent purposes.
Third_Party_Fraud	Fraudulent activities initiated by external entities not directly associated with the organization.

Feedback in Transaction Details API Response

If you have provided feedback on a transaction the feedback is available in the Workflow Details response. The response body will include a feedback key with a JSON object containing fields for the status, reason, and a providedAt timestamp.

...
  },
  "feedback": {
    "status": "FRAUD",
    "reason": "FIRST_PARTY_FRAUD",
	"providedAt": "2024-07-24T17:37:29.349Z"
  },
...