What is Ravelin Explore?
The Ravelin Explore app is where you'll find everything about your customers and orders. You can manually review customers, analyse trends or deep dive into a customer’s profile. On the customer’s profile, you can review the customer’s fraud score and analyse the entire customer journey from account creation, on-site and in-app analytics, through to check out.
When you open the Explore app, you'll land on the Overview page. This gives you a quick summary of your team's activity over the past three months - you can see at a glance how many customers have been reviewed by your top reviewers, and what proportion of customers have been reviewed as 'Genuine' versus 'Fraudster'. You can click the "View More" button to jump into the Leaderboard for more detail.
The Customers tab is where you can search and filter through all your customers, and deep dive into a profile to learn more about their risk profile. In the Customers List, you can:
- Search for a customer - enter a name, customer ID, or email address into the search bar
- Filter customers - click the filters icon above the search bar to toggle the filters sidebar. You can filter search results by any number of criteria (e.g., account age, fraud network status, review date and tags).
- Sort customers - click any column header to sort in ascending order, and click again to sort in descending order.
- View more detail - click on a customer’s name, ID or email address to view the customer’s profile page.
Learn more about the Customers List.
The Customer Profile is a detailed view of what we know about a given customer. The customer profile includes information about the past actions recommended by Ravelin, as well as their identity, order, payment method, device, location and session history.
If you have reason to believe a customer is committing fraud, you can review them as “Fraudster”, or add them to your Watchlist.
The Orders tab in Explore contains a list of all your recent orders. Similarly to the Customers List, you can:
- Search for a specific orders by order ID, customer ID or email address.
- Filter orders - use the filters button above the search bar to toggle the filters sidebar to filter search results by any number of criteria.
- Sort orders - click on a column header to sort in an ascending order and click again to sort in a descending order.
- View more detail - click on an order ID or email address to open the order detail view on the relevant customer's profile.
Learn more about the Orders List.
The Reports tab is where you can measure your fraud prevention results. The metrics we show include:
- Successful transactions: The number of successful transactions completed per day.
- Scores per day: The number of times Ravelin scored per day. Since we score almost all events, this metric correlates to events you send us through our API and is usually a much higher number than transactions.
- New customer sign-ups: The number of new customer registrations per day.
- False positive rate: The number of false positives per day against the total number of customers scored that day. A false positive occurs when Ravelin recommended preventing a customer, and you manually review them as genuine.
- Prevent rate: The number of customers receiving at least one “Prevent” recommendation per day against the total number of customers scored that day.
- Correct decision rate: The percentage of decisions made by Ravelin per day that was determined to be correct. This is calculated by subtracting from 100 the percentage of customer reviews that go against a Ravelin recommendation (i.e., when Ravelin recommended preventing a customer and you reviewed them as “Genuine”, or when Ravelin recommended allowing a customer and you reviewed them as “Fraudster”).
- Chargeback rate (by transaction date): The percentage of transactions that occurred on a given date that resulted in a chargeback. This is based on the chargeback date of occurrence. Keep in mind it can take a while (generally up to 90 days) to receive a chargeback, as it takes time for a cardholder to discover suspicious transactions in their bank statement.
- Excessive chargeback programme (ECP) rate: The number of chargebacks received in the 30 days before a date, divided by the number of transactions in the same period. This calculation is similar to chargeback rate, but using a 30-day rolling window. Card schemes (e.g. Visa and MasterCard) use this metric to determine whether a merchant should be penalised for excessive numbers of chargebacks.
The Analyst Leaderboard gives you insight into how your team is performing by providing data on your team’s review volumes and decisions. The leaderboard ranks analysts based on the number of reviews they have made. Reviews are broken down into two categories: Fraudster Reviews and Genuine Reviews.
As an Admin or Developer user, you can add, edit and delete tags for your team. Learn more about Tags.