Troubleshooting orders on hold due to high-risk score

Troubleshooting orders on hold due to high-risk score

Orders with a high-risk score are put on hold by Eshopbox. This is done to allow you time to identify the orders on hold due to high risk and take proper action before processing them.

In this article, you will learn how to troubleshoot orders with a high-risk score.

There can be three reasons for an order to be put on hold due to a high-risk score. It is important to understand the risk score reason in order to take the appropriate action.

Reason 1: Address issue

An order can be marked as high risk if the customer address associated with the order is inaccurate or incomplete. You can trigger an SMS as well as an email notification to the customer when their order is on hold due to an inaccurate/ incomplete address.

SMS notification:

Email notification:

You need to ask the customer to update the delivery address from their end. In case they are unable to do so, you can confirm the delivery address from the customer and update it on their behalf from the customer portal. Learn here how to update the delivery address.

Once the delivery address is updated, Eshopbox will release the order from hold and process it. In case you have confirmed the delivery address with the customer and there is no change in the same, you can release the order directly and send it for processing.

Note: In case you are unable to verify the customer's delivery details, Eshopbox suggests you to cancel the order to avoid a failed delivery. Learn here how to cancel an order.

Reason 2: Incorrect contact details

An order can be marked as high risk if the customer's contact details i.e. contact number or email address associated with the order is incorrect. You need to confirm the contact details from the customer and update it on the customer portal. Learn here how to update the contact details.

Once the contact details are updated, Eshopbox will release the order from hold and process it. In case you have confirmed the contact details with the customer and there is no change in the same, you can release the order directly and send it for processing.

Note: In case you are unable to verify the customer's contact details, Eshopbox suggests you to cancel the order to avoid a failed delivery. Learn here how to cancel an order.

Reason 3: Suspicious behaviour

An order can be marked as high risk if the customer's behaviour is flagged as suspicious.

In this case, you can take the following action steps:

  • Review the order history: Examine the customer's order history to determine how frequently they have cancelled orders.

  • Call the customer to confirm the order details.

Once you have confirmed the order details with the customer, you can release the order and send it for processing from your workspace.

Release order from hold

In order to release an order from hold and send it for processing on your workspace manually, you need to follow the below-given steps:

  • Navigate to Orders from the sidebar.

  • Search for the order which you want to release.

  • Click on Take Action.

  • Select Release. The order will be moved from On Hold to Processing.

Note:

  • Once an order is released from on hold status, Eshopbox will process the order irrespective of the risk score. You cannot put that order on hold again.

  • In case of an order with multiple items, you need to release only one item of the order from on hold to release the entire order.

  • An activity is logged for every order whenever it is released from on hold. You can check the details of the user who has released the order under the Activities tab.