Support Center

How do I install Sentinel?

1. Open the Stripe App Marketplace from your Stripe Dashboard.
2. Search for Sentinel and click Install.
3. Grant the read permissions when prompted.
4. Open the app from your Dashboard home. You'll see the Sentinel overview.

Is there anything to configure in my checkout?

No checkout changes are required. Sentinel uses data Stripe already captures (3DS, AVS, CVC) plus the cross-merchant signals we derive from refund outcomes. If you also run Evidence Vault with collect.js installed, Sentinel will use the device + IP signals automatically.

When does the trial start?

The 14-day trial starts when the install webhook fires. No card is required. On day 15, we auto-create a Stripe Customer for your merchant email and send the first invoice via Stripe's hosted page.

How is the score computed?

Sentinel uses 5 weighted signals and clamps the result to 0-100:

• Cross-merchant abuse network — device, IP, card, email hashes shared across Sentinel merchants
• Card refund history — refunds on this card across recent merchants
• IP classification — VPN, Tor, datacenter flags
• Authentication data — 3DS, AVS, CVC from purchase
• Delivery-to-refund timing — refunds within hours of delivery

Each signal has a weight. Signals sum to a clamped 0-100 score. No signal is required — if a signal is missing, we skip it and show "signals missing" in the charge detail view.

Why is my first week's network signal weak?

The abuse network gets stronger as more Sentinel merchants join. In the first week, most of your scores come from IP, authentication, and timing. The cross-merchant signals compound. Expect meaningful network flags after 20-50 merchants have scored ~10,000 refunds collectively.

What do the low and high thresholds mean?

Scores below the low threshold (default 30) show a recommendation of Approve. Scores between the thresholds show Request Proof. Scores at or above the high threshold (default 70) show Pause. You always make the final call.

How should I tune them?

Start with the defaults. After 30 days, look at your blocked decisions. If you're blocking refunds that were legitimate, raise the high threshold. If serial refunders are slipping through, lower it. Most merchants settle at 25 / 65 within 60 days.

How does billing work?

$49/month flat. Billed on the 1st of each month for the prior month. Your first 14 days are free. If you also run Reflex, you get the bundle rate of $39/month automatically.

I didn't save a card. How do I pay?

Your first invoice goes out via Stripe's hosted page with a 30-day payment window. Pay with any card. Stripe saves the card for future invoices — from month 2 on, invoices auto-charge with no action needed.

How do I cancel?

Uninstall Sentinel from your Stripe Dashboard. Billing stops at the end of your current billing period. You can also disable scoring without uninstalling if you want to keep the app for historical data.

What does the proof request feature do?

When enabled (off by default), Sentinel can send a customer-facing email asking for a photo or explanation before you approve the refund. It's opt-in because card network rules (Visa, Mastercard) set time limits on refund processing in some jurisdictions. Review your local rules before enabling.

What if the customer doesn't reply?

You can configure auto-decline after a timeout (default 48 hours), or leave it manual. We record every send and reply with an RFC 3161 timestamp so you have an audit trail regardless.