FAQ
Questions merchants ask us
The questions that come up most on calls with brands, answered. Don’t see yours? Email contact@pinch.ai.
For a lookback, we use your order, return and claim history. Most lookbacks cover 12 months, and we have run them on anywhere from 6 to 24 months of data.
Going live uses the same connection, plus live order, return and claim events as they happen.
Install the Shopify app or the Salesforce Commerce Cloud cartridge, connect through our API, or send data files.
Pinch works with the returns, support and warehouse tools you already run, including Loop, Redo, Narvar, Happy Returns, AfterShip, Route, Gorgias and Gladly, and it can pull data from most popular warehouse management systems. See Integrations.
The Shopify app installs in minutes. Salesforce Commerce Cloud and API setups depend on your stack, and we scope them with you on the first call.
Using your historical data, the lookback shows:
- What you refunded to abuse, broken down by abuse type and by customer
- Which return requests could have been approved automatically
- The revenue upside from giving your best customers a better experience
- Your customers grouped into cohorts, with a recommended policy for each
It is read-only and changes nothing your customers see. The free lookback covers returns and claims, for qualified brands. Request a lookback.
If the numbers make sense, qualified brands try Pinch free for three months on live orders, then decide.
Pinch ID links orders, returns and claims that share an email, address, phone number, card or device. One person running ten accounts shows up as one identity, with their full history attached.
Both. Pinch screens orders at checkout for card fraud and reseller abuse, scores returns when they are started, checks claims when they are filed, and builds dispute responses after a chargeback. Orders from known abusers can be cancelled before they ship.
Most see no change at all. Every decision follows the policy Pinch recommends and you approve. Trusted customers can get faster refunds, waived fees or exchange incentives, so the experience gets better for the people you want to keep.
Every decision comes with a confidence level and the reasons behind it. High-confidence abuse is handled the way your policy says. Mid-confidence cases get lighter friction or go to your team for review, and everyone else goes straight through. Your team can review and override any decision.
Yes. Manual decisions and corrections from your team feed back into the models, so they get sharper on your customers over time.
Checkout tools see the payment. Pinch is AI-native and built on what happens after it: returns, warehouse disposition data, claims and disputes, across the whole order lifecycle.
We run separate models for specific abuse types, such as wardrobing, empty boxes, FTID and reseller rings, and AI agents turn unstructured warehouse notes into data the models can use.
Yes. Pinch plugs into the returns portal, help desk and storefront you already use, and it can run alongside an existing checkout fraud vendor.
Customer PII is never shared between merchants. Network intelligence is opt-in: brands that opt in benefit from patterns Pinch learns across the network.
Yes. Pinch is SOC 2 Type 2 certified. Reports and policies are in our Trust Center. A data processing agreement (DPA) is available on request.
We will give you a short paragraph to add to your return policy so you are compliant with local regulations.
Yes. Customers can attach photos and video to a claim. Pinch can host the claim form for you, or work with the one you already have.
Yes, for most carriers.
Dispute automation builds and files your chargeback responses, with evidence pulled from the order, delivery and return history. Pinch does not offer a chargeback guarantee.
Pinch agents look for lookalike sites using domain registration data, fuzzy matching on your brand name, trademark use and copied product catalogs, so they find fakes you haven't spotted yet. Pinch then files takedowns with registrars, DNS providers and Google. Marketplace listing takedowns are coming soon.
See our pricing page for how each module is priced.
Free lookback · for qualified brands
See what you lost last year. Free.
01
Share 12 months of data.
Install the Shopify app or SFCC cartridge, or send order, return and claim exports.
02
Get your lookback in under two weeks.
What you lost to return and claims abuse, and who took it.
03
Qualified brands try Pinch free for three months.
Run it on live orders, then decide.