The customer profile is a detailed view of what we know about your customer. Here's a quick intro to all the different components.
Customer List
On the top left side of the screen, you can see the customer list. This can be hidden away by clicking the little arrows.
There is a counter to let you know where you are on the list and a handy search function when you're looking for a specific customer. This list is created through the filters you used on customer list on the Customers page. The "needs review" toggle will help you find the people that haven't been reviewed yet and create a work queue.
A customer on this list will display the Recommendation for the customer, name and email address, the payment fraud score and whether or not the customer has been reviewed already.
At the bottom of the customer list, you can also scan through the pages of the list by using the arrows.
Top Banner
On the top banner you see the latest Checkout Recommendation for the customer. This can be “Allow”, “Prevent” or “Review”.
You can also see if a Manual Review has been done on the given customer. This is shown via the button on the right of the banner. You can see if a customer has been reviewed as Genuine or as a Fraudster or if their profile is Unreviewed.
In order to manually review a customer you can use the review button on the right.
- When reviewing as genuine, Ravelin will allow all orders from this customer. This should only be done if you are very confident the customer is genuine.
- When reviewing as fraudster, Ravelin will prevent all orders from this customer.
To undo a manual review, select the Unreview option.
You can read more about the benefits and impact of manual reviews here.
Customer Profile Glance
Here you will see top-level information about the customer. It includes:
- The last seen location
- Ravelin fraud score
- Customer ID
- The total and average spend across markets by order status
- An overview of linked customers - you can view their network in Connect by clicking the View Connect button
- Ability to add or remove tags
Overview
In the overview section, an analyst can see the reasons for the Checkout Recommendation.
Manual Review will be displayed if there is manual review for the customer and will also show who made the review and when.
The overview will include all the sources Ravelin uses to evaluate a customer:
- Rules
- Connect
- Lookup
- Fraud scores
For each triggered source there will be an associated action of Allow, Prevent or Review.
The IN EFFECT label will display on the reason which caused the Checkout Recommendation for the customer.
Comments
Comments are a great way to exchange notes with your team, or just leave a note to yourself. Look for the Comments button in the top right of a customer's profile, next to the Review button.
You can delete your own comments - just hover over your comment and look for the "Delete" link that appears to the right.
Please note that we don't currently support @mention notifications in comments.
We show the three most recent comments on the customer overview so you can quickly see if someone in your team has added any additional information to a customer profile.
Tabs
There are tabs for each type of data we collect to give a more detailed view of the customer's history.
This includes:
- Overview
- Orders
- Payment methods
- Disputes
- Location
- Devices
- Sessions
- Audits
If you have signed up for our account takeover product, Protect, you will also see a Logins tab.
Audits tab
The audits tab is where you can see the customer journey overtime. It shows customers' activity in chronological order, from registration to checkout, with related events such as manual reviews and recommendations.
Here is a list of available events in the audits tab:
- Customer registration
- Email updated
- Phone updated
- Billing address updated
- Shipping address updated
- Payment method added
- New device
- Order created
- Oder updated
- Transaction attempted
- Dispute received
- Dispute status updated
- Dispute forgiven updated
- Comment added
- Comment deleted
- Manual review
- Checkout Recommendation
- Tag added
- Tag removed
- Login attempted (if you are using our account takeover product)
- Login Recommendation (if you are using our account takeover product)
- Account reclaimed (if you are using our account takeover product)