Automation Conflicts & Rule Logic
What happens in case of two active automations? How are conflicts handled?
What happens in case of two active automations? How are conflicts handled?
If two or more active automations conflict, the system follows an OR condition logic:
If any automation requires COD to be blocked, COD will be blocked — even if other automations allow it.
This rule also applies if a shipping rate blocks COD while an automation allows it — COD will still be blocked.
In short, blocking COD always takes priority when there’s a conflict.
Example:
Automation 1: Allows COD for orders under ₹1,000.
Automation 2: Allows COD for customers from Delhi.
Automation 3: Blocks COD for orders from high-risk PIN codes.
Result: If an order is under ₹1,000, from Delhi, but falls under a high-risk PIN code, COD will be blocked because at least one rule requires it
Risk Scoring Model
How accurate is the risk-scoring model?
How accurate is the risk-scoring model?
The model continuously improves by analyzing order patterns, ensuring accuracy improves over time. For best results we suggest sharing previous RTO data of at least 3 months orders with us to get better results
How does the system determine if a customer's risk score?
How does the system determine if a customer's risk score?
RTO risk of an order is powered by Shopflo’s ML model which takes into consideration more than 41 parameters (like order details, user behaviour, address quality, etc.)
A risk score (between 0 to 100) is generated for every order and default thresholds are set for scoring:
High risk → score >= 60
Medium risk → 60 > score >=20
Low risk → score < 20
Majority risk scoring is based on factors such as:
Customer payment history across Shopflo Network (e.g., frequent COD orders)
Customer RTO/cancellation history across Shopflo Network (e.g., frequency of RTOs and cancellations)
PIN code risk levels across Shopflo Network (areas with known fraud patterns)
Suspicious behavior (e.g., Phone number attached to suspicious data
Why is a repeat customer tagged as high risk?
Why is a repeat customer tagged as high risk?
RTO risk of an order is powered by Shopflo’s ML model which takes into consideration more than 41 parameters (like order details, user behaviour, address quality, etc.)
A repeat customer might have a RTO or PIN code history in Shopflo Network database. Majority risk scoring is based on factors such as:
Customer payment history across Shopflo Network (e.g., frequent COD orders)
Customer RTO/cancellation history across Shopflo Network (e.g., frequency of RTOs and cancellations)
PIN code risk levels across Shopflo Network (areas with known fraud patterns)
Suspicious behavior (e.g., Phone number attached to suspicious data)
Risk Factors & Customization Options
Can I customize what criteria determine risk levels?
Can I customize what criteria determine risk levels?
You cannot customise factors which determine risk. But you can configure risk thresholds and adjust scoring parameters to fit your brand’s needs.
How is PIN code risk calculated?
How is PIN code risk calculated?
PIN code risk is determined based on the historical behavior of orders associated with that specific PIN code. The risk score is influenced by key factors such as:
Deliverability Rate: The percentage of successful orders delivered to the PIN code. A low success rate may indicate issues like poor logistics support or unreliable recipients.
RTO/Cancellation Rate: The frequency of orders from that PIN code that result in Return to Origin (RTO) or cancellations. Higher RTO rates increase the PIN code's risk score.
By analyzing these factors, Shopflo’s system identifies high-risk PIN code where COD failures are more common, allowing merchants to take proactive measures such as blocking COD, enabling Partial COD, or adding extra verification steps.
COD Blocking Behavior & Messaging
What happens when COD is blocked for a customer?
What happens when COD is blocked for a customer?
When COD is blocked for a customer, the system clearly indicates why COD is unavailable based on the specific condition:
Due to Discounts/Rewards:
COD Option: Greyed out and shown as unavailable.
Message Displayed: “Please remove [Discount Name] or [Reward Name] to enable COD.”
Due to Cart Conditions:
COD Option: Greyed out and shown as unavailable.
Message Displayed: “Please add [Required Item/Amount] to your cart or remove [Restricted Item] to enable COD.”
Due to Customer Eligibility:
COD Option: Greyed out and shown as unavailable.
Message Displayed: No specific message — COD will simply appear as unavailable.
This approach ensures customers understand why COD isn’t available and provides clear steps to resolve the issue where applicable.
What happens when COD is blocked but Split COD is visible?
What happens when COD is blocked but Split COD is visible?
You can adjust risk tagging thresholds during promotions to reduce false positives while still maintaining fraud protection.
💡Tip
Need more help? Reach out to us at support@shopflo.com