Question 1

Do we have to remove our current provider?

Accepted Answer

No, and we would advise against doing it on day one. TrueOrder runs alongside whatever you have today for as long as you want. Many merchants never fully remove the incumbent — they keep it for the cases it is contracted to cover and take our decision everywhere else.

Question 2

What happens to our chargeback guarantee?

Accepted Answer

You have two options. Keep the existing guarantee and use TrueOrder as the layer above it, so the incumbent still sees the orders it covers and the contract is undisturbed. Or move the guarantee to us once dual-run has shown you the numbers. Nothing forces that choice at the start.

Question 3

How long does migration actually take?

Accepted Answer

A first shadow verdict typically lands within a week of the key being issued, because there is no field mapping to agree on. Dual-run then runs for as long as you want evidence — most teams take four to eight weeks before ramping. The engineering work itself is measured in hours, not sprints.

Question 4

Do you support our existing webhook contract?

Accepted Answer

Yes. Tell us the event names and payload shape your consumers expect and we emit those. If you use a bespoke internal contract we map onto it rather than asking you to rewrite the consumer.

Question 5

Can we run both providers permanently?

Accepted Answer

Yes, and a meaningful share of our customers do. Running two independent decisions on the same order is a legitimate architecture, not a transitional state — it gives you a permanent benchmark and removes the leverage any single vendor holds at renewal.

Question 6

Where is our data processed and stored?

Accepted Answer

In the region you choose. EU traffic can be processed and retained entirely within the EU, and the scoring engine can run inside your own cloud account if your policy requires it. No full card number ever reaches the scoring path.