I have been using Signifyd for over 4 years. When ...

I have been using Signifyd for over 4 years. When they first started it was a free service but they didn't "Guarantee" the order, they just rated it. Being a free service, this was alright by me. Since then they started charging, about 6 months ago or so. This is fine, as I still saw the value in the company, and charges seemed fair. I have had a couple chargebacks during this time for smaller amounts, and they were granted no question when I submitted over the needed documentation.
Last week, I was notified by my payment processor of a chargeback, for over $3,500.00. This transaction is way more then usual for my commerce store, so I made sure it was "Guaranteed" by Signifyd before I ever thought about sending, and it was. So when I received the notification from my payment processor, I confidently issued a chargeback reimbursement from Signifyd over their portal. I was shocked to receive an email 2 days later saying it was declined due to being past 7 days from when the chargeback was issued, it was 14 days. But I submitted on the same day I received the notification from my payment processor... So how does that work? If I haven't received notification from my payment processor, how can notify sugnified? I called support and explained the situation, and waiting for an email letting me know if they will back the claim they guaranteed. Not sure why a time frame is needed to get reimbursement on an order they "Guaranteed" to ship. What am I paying for?
I will update this once I get word back from Signifyd... But as of right now, I would steer clear of this company.