What is buyer verification?
Occasionally merchants will receive risky orders that are too difficult to make a decision on whether to ship or not. It's a tricky situation; you don't want to fall victim to a scammer, but you also do not want to turn away a genuine customer.
Buyer verification can aid in these situations by building confidence that the customer is who they say they are.
How does it work?
Investigating a risky order in Spotrisk
Risky orders that are detected by Spotrisk will show in the 'Flagged' column on the main orders page.
Spot will perform many different checks on your eCommerce orders and highlight any concerns for that order.
You can select a flagged order by clicking on it. This will take you to the order investigation page.
Submitting an order for buyer verification
If you have performed an investigation on an order and you still cannot make a decision on whether to ship the order, you can select the 'Verify buyer' button at the top of the page:
You will be presented with this pop-up, you can select the 'Submit' button:
During this process, the order will be moved to the 'Escalated' tab in Spotrisk.
The buyer verification process
Once an order has been submitted, the buyer will receive an email from Spotrisk asking them to start the buyer verification process:
The buyer verification flow will request the buyer to enter key information about their order. This could be as simple as confirming the order amount plus shipping or providing details about their address/phone number.
The risk engine is also performing silent checks in the background to ensure that the buyer is who they say they are.
Once the buyer has completed the steps that have been requested, they will receive confirmation that the verification was successful or not.
If verification is unsuccessful the buyer will be informed and the order will be automatically refunded. This can be configured with Spotrisks custom rules.