Note:
1) For fraud screening configuration see Configuring Fraud Screening.
2) CloudBlue Commerce does not screen for fraud those orders which are paid manually (for example, using the Check/Cash payment method). In such cases, it is the user who analyzes a customer's data and makes a decision whether or not to provision the ordered services.
After a payment is attached to an order, it is usually not processed immediately but is screened to prevent fraudulent transactions.
The fraud screening process is completely automatic. To see its results:
- Open Operations > Orders.
- Select an order by clicking the respective link in the Order Number column.
- Switch to the Documents tab.
To view details of fraud screening, select a document by clicking the respective link in the Document # or in the Reference Number field.
Total fraud points are accumulated by passing through several fraud rules.
The Fraud Status column shows whether the payment is safe for processing or a special attention should be paid to a potential fraud. The payment is considered safe if a number of fraud points does not exceed the fraud threshold set for sales orders.
Note: Not only payment, but order as well passes through fraud screening.
If the order is marked as suspected, it will not be processed further automatically. You have four options to deal with such order:
- Cancel Order. The order gets the Cancelled status and its processing completes. Ordered services are not provided and customer is not billed.
- Mark Order as Fraud. This is similar to canceling the order but in addition, a customer's email address, an ordered domain name, and a credit card number may be added to respective black lists. Subsequent orders using the same parameters are automatically marked as probable fraud.
- Approve for Processing. Although fraud screening has detected the order as possible fraud, you can approve its further processing and provisioning. A customer's email address, an ordered domain name and a credit card number are removed from black lists, if they are there.
- Resubmit Order for Fraud Screening. Fraud rules may have been changed since the order was screened. Resubmitting the order will subject it to new fraud rules.
To use described options, switch to the General tab of sales order and click the respective button.
Note: Under specific configuration of fraud screening, the following problem may arise: when a payment is refunded, all its parameters are put into the black lists that are configured (e.g. the customer credit card, black list of service plans, etc). To handle the situation, after refunding, the staff member must adjust the black lists if required (for example, if the credit card is not supposed to be included to the list, staff member must delete it from the list manually after refunding the payment).
Also, note that the order flow can be modified so that operator would not have all possible options. For example, you may want to disallow order approval if it fails fraud screening.