Feature Overview: Fraudulent Customer Identification
This feature enables you to flag and later identify customers as fraudulent based on the history of their behavior. The "fraud" tag / emoji is applied to the customer (based on email ID) and will be highlighted whenever they initiate a return request. This feature integrates with customer segmentation, allowing you to use this information during the return processing stage to make more informed decisions or take appropriate actions.
Impact of Marking a Customer as Fraudulent
Exclusion from Automation: Once marked as fraudulent, any return requests from the customer will not be processed automatically by yayloh's automation jobs. These requests will require manual handling and intervention.
Error on future requests: Once the customer (based on email ID) is marked as "Fraud", all future requests from this customer will be marked with an 'error'.
Future Requests Flagged: All future return requests associated with the flagged email ID will automatically be identified as fraudulent.
How to Mark a Customer as Fraudulent
Navigate to the Return Management page.
Locate the return request for the customer.
Click on the order to open it
Click on 'Customer details'
Click the edit icon next to the customer's name.
Select "Fraud" from the dropdown menu on the pop-up.
Provide a reason for marking the customer as fraudulent.
Alternatively:
Search for the order in the main search bar
Navigate to 'Customer' information
Click the edit icon next to the customer's name.
Select "Fraud" from the dropdown menu on the pop-up.
Provide a reason for marking the customer as fraudulent.
How to Filter Fraudulent Customers
Once the customer (based on email ID) is marked as "Fraud", all future requests from this customer will be marked with an 'error'. This helps to search for such requests.
To view flagged fraudulent customers:
You can use the error filter on the Return Management page, filtering by type of return.
Or access the 'Requests with processing errors' dataset in Analyze > Datasets.
FAQ
Can there be automation to mark customers as fraudulent?
Not currently.
However, you can create a custom segment in the back office to define fraudulent customers. This is similar to creating VIP segments for valued customers. While this segment is managed in the backend and does not display on the Return Management page, any automation attempts for flagged customers will fail, requiring manual intervention via the In-Progress tab.
Can automation be implemented for handling fraudulent customers' refunds?
Yes, automation can be set up for specific statuses:
For regular customers: Refunds can proceed once the item is marked as In Transit.
For fraudulent customers: Refunds can only proceed after the item is set to Inspection status.