As a Support user of Ravelin, you can only see a list of orders for your market countries.
Searching for an Order
You can search by order ID, customer ID and a customer's email address. For every order that matches your search, you will see the Ravelin action, order ID, email address, order amount, delivery address, order status and time.
The Ravelin action (the green, yellow or red circle on the left) tells you whether Ravelin recommended accepting the order:
● ALLOW: the order is low risk, Ravelin recommended accepting it
● REVIEW: the order is medium risk, Ravelin recommended verification
● PREVENT: the order is high risk, Ravelin recommended not accepting it
Keep in mind that these are only the Ravelin recommendations - whether the order was accepted or not depends on how your business uses our decisions.
Order ID and Email Address
Next to the Ravelin Action, you'll see the Order ID and the customer's email address. If you move your mouse over the order email you can view more details of the account.
Order Value and Transaction Information
On the right of the order ID and email address, you'll see the order value. If you move your mouse over the order value, you can view details of any transactions associated with the order.
You will see the payment method brand (e.g. Visa or MasterCard), the last 4 digits of the card number, the type of transaction (e.g. auth, capture or refund), the payment gateway, and status of the transaction.
Delivery Address, Order Status and Date
Next to the order value, you'll see the customer's delivery address. On the right of the address, you'll see the status of the order in your company's system and finally, the date and time the order was placed.
Setting up 2-Factor Authentication
As a Support user you can also enable 2-Factor Authentication for your account in Settings (more information here). This is highly recommended to keep your account secure.
Creating a Support User
If you're an Admin user of Ravelin, you can give a member of your team access to specific market countries to a Support user. Support users can only view the order information above, for specific market countries - they do not have access to customer profiles, metrics or any other apps within Ravelin.
To create a new Support user, head to the Team Members page in Settings, enter the new user's details and choose Support from the User Role options.
You'll then be prompted to choose one or more market countries the Support user will have access to. You can, of course, give the user access to all market countries!
When you confirm, Ravelin send an email to the new user to set their password. Please note that the link to create a password can only be used once and expires within 24 hours for security reasons.
When a Support user is upgraded to an Analyst, Developer or Admin user in Ravelin, their market restrictions will no longer apply and they will have access to data from all market countries.
Learn more about User Roles in the Ravelin Dashboard.