The first step to automating your order investigation is to adjust your settings in NS8 Protect to flag Suspicious Orders and initiate SMS verification.
To do this, navigate to to the Settings Page from the Settings/Support menu. There are four items to review on this screen.
- Flag Suspicious Orders: This setting should be turned on to automatically flag any orders as suspicious if their EQ8 score falls below the vague stet up in Step 2.
- EQ8 Score Slider: Adjusting this slider will determine the minimum EQ8 score that an order much reach in order to not be marked as suspicious. If you have a low tolerance for risk, you may want to set this slider to 600. If you have a high risk tolerance, the default value of 100 may be a good starting point. Unless you turn on Setting 3 or create an Order Rule, this setting will cause orders to be held but will take no further action. If this creates more review than you find necessary, you can lower the number as needed.
- SMS Verification for Suspicious Orders: Turning on this slider will automatically send an SMS verification request to any order that falls below the EQ8 score identified in Step 2. The results of this verification step will either cancel or approve the order.
- Email Message: This is an optional step that allows you to modify the content of the email being sent to your customer to verify an order by SMS.
You may want to create some Order Rules that also screen the content of orders. You can decide if these orders should be cancelled, held, or initiate SMS investigation. Below are some common rules that our customers use to screen orders:
Build an order rule that SMS verifies any order 1.5 times your average order size. For example, if your average order is $100, orders above $150 will be automatically initiate SMS investigation.
Orders with a payment risk score that is above 15% will be SMS Verified. This creates extra validation for orders that have a risk of a chargeback. As you spend time in the system and begin to recognize patterns, you may want to adjust the percentage to suit your business needs.
By following these steps, your NS8 Protect app should be configured to get you started. As you use the system, you can monitor your orders for additional patterns that will let you refine your settings and Order Rules to accomplish your business goals.