What is session tracking?
Where can I find session information?
Open any customer profile in the Explore app and you will see a "Sessions" tab with all the information we have available about that customer's interactions with your website. Each Session has a unique ID and you can drill down into each action within a session by clicking on the relevant row.
You will also find session activity leading up to an order in the "Orders" tab on a customer profile. Click on an order to open the order detail view and scroll to the "Session activity" section at the bottom to take a look at the customer's behaviour leading up to the order.
How can I use session information to spot fraud?
Some behavioural patterns that are usually tell-tale signs of fraud include:
- Very short dwell times on each page (a sign of automated bots)
- Pasted credit card numbers (likely copied from a list)
- Changes to personal and payment details (switching between multiple identities)
Other risky behaviour might be specific to your industry and checkout flow. Taking a closer look at the behaviour of known fraudsters through Session Tracking can help your analysts spot new patterns of fraud.
When reviewing a customer, always remember to use all the information available to you and consider the wider context in your decision. For example, some genuine customers might paste credit card numbers from a password manager for a corporate order.
I can't see any session information