We're excited to have an updated version of the NS8 platform. This release represents a significant step forward as we incorporate many new features based on two years' worth of learning and customer feedback. These changes include benefits that are less visible, like improved infrastructure and ease of integration. Noticeable improvements include the look, feel, and function of the platform.
Let's review some of the changes you'll come across in your day-to-day use of NS8. For information about what to configure before you use NS8 v2.0, go to the migration checklist.
In NS8 v1.0, you managed order status using the NS8 Recommendation field. This field included our risk assessment and any changes to an order's status, like approval or cancellation.
To improve your ability to manage orders, we've separated this information into:
- NS8 Order Status - The status of the order's fulfillment, cancellation, or review.
- NS8 Risk - The level of risk that the order presents.
Now creating order rules is more flexible and manual review is clearer. To view these changes, go to the Suspicious Orders and Order Review pages. We've simplified the way that this information appears so you can quickly decide how to act.
NS8 Order Status is a dynamic representation of where the order is in your order review workflow. This status changes as you take different actions. The following table describes the order statuses:
NS8 Order Status
You approved the order or the order was approved by an order rule. If configured correctly, your ecommerce platform will fulfill an order after its status is Approved.
You canceled the order or it was canceled by an order rule. If configured correctly, the payment will be voided when an order's status changes to Canceled.
In NS8 v2.0, all orders stay in Merchant Review until you approve it, cancel it, or run an order rule. To automatically approve low-risk orders, set up automated order investigation.
To assign order risk, we use an order's score and your custom thresholds. As an order's NS8 Order Status changes, its NS8 Risk level is not affected. For example, an order that has a high level of risk will keep that NS8 Risk score even if the order is approved. An order's NS8 Risk can change if it meets the criteria for certain order rules that alter risk. The following table shows the different levels of risk:
The score was above the threshold for low-risk orders, or the risk was modified by an order rule.
The score was between the thresholds for low- and high-risk orders, or the risk was modified by an order rule.
The score was below the threshold for high-risk orders, or the risk was modified by an order rule.
We've replaced the separate buttons used to Approve, Cancel, or run customer verification on an order. Instead, we have one button so you can seamlessly manage orders. We'll suggest an action based on the order's NS8 Risk. For a list of options that you can use to handle an order, use the menu. Select an action and then confirm your choice. This prevents you from accidentally approving or canceling an order.
If you're using the full edition of NS8 v2.0, view the library of our extensions. These extensions offer more ways to score orders and provide supplemental data from our industry-leading data partners. Extensions are conveniently located on our dashboard. All extensions are optional and only incur additional charges based on usage. We're always adding more extensions to the library.
We've made changes to the Order Review page to give you more information about each order. This includes information about the customer's payment method and other useful items that were previously only available by adding columns to the Suspicious Orders page.
The order log provides an audit trail to verify the actions that have been taken and make sure that each step is performed correctly when orders are processed.
This is especially important if you use multiple third-party systems or complex order rules to manage your order workflow. Some orders have several steps between checkout and fulfillment that you need to track carefully. The order log shows when an order's NS8 Risk or NS8 Order Status changes, when customer verification is requested, the customer verification results, and when an order is approved or canceled. It will also show who initiated the action:
- Your ecommerce platform
- An order rule
The Order Review page includes an at-a-glance look at the current customer verification status of an order and the complete history of events listed in the order log. Right away, you'll know if an order is still going through customer verification or if you should take action after it's confirmed or canceled.
The NS8 v1.0 SMS Verification feature is now called customer verification. Its core functionality is the same, but we made some improvements to the process that make it easier to use.
Here's how the customer verification process works:
In NS8 v1.0, a successful SMS Verification check automatically approved an order. Now you can now choose what happens when the process is complete. You can make sure that orders are automatically approved or denied depending on the results of the check. Or you can decide that we should not take action.
Customer verification is not controlled by an On/Off switch or dedicated setting. Instead, automatic turn on automatic customer verification checks by using order rules. You can also manually start customer verification for individual orders from the Suspicious Orders page or the Order Review page.
A big improvement in NS8 v2.0 is the new Order Rules page. The concept is the same, but we updated the functionality of order rules and refined what happens when an order rule runs.
Order rules continue to run from top to bottom. They stop running at the first rule for which the conditions are met. We added and changed these features to improve order rule management:
- The green button to the left of an order rule turns it on and off.
- Name order rules for easy identification.
- The If Yes column identifies what happens when an order rule's conditions are met.
- The If No column identifies what happens when an order rule's conditions are not met. If an order rule condition is not met, the next rule in the sequence runs. If the next rule is the last rule, no rules will run.
- The trashcan icon lets you delete an order rule.
- The plus sign (+) in the far-right column lets you rearrange order rules. You can drag them in the order that you want.
We updated the menu that lets you create and edit individual order rules.
- Name order rules when you create them.
- The If Yes box will now let you decide when an order rule's conditions are met.
- The Notes field lets you explain why you created an order rule and describe its intended function.
The Flag Suspicious Orders slider is now Assign NS8 Risk for Orders in NS8 v2.0. This lets you choose the NS8 Risk level that is assigned to an order based on its score. In v1.0, this was one setting that designated orders as risky or not risky. Now orders are classified as High, Medium, or Low risk depending on your settings.
Orders in Merchant Review with an NS8 Risk of Medium or High appear on the Suspicious Orders page. However, we will not automatically approve orders that have an NS8 Risk of Low unless you've created an order rule to do so.
The Valid vs. Suspicious Users slider is now Valid vs. Suspicious Sessions to make it clear that this threshold pertains to the scoring of all user sessions and not just orders. To adjust this slider, go to the Settings page. Sessions that fall below this threshold appear on the Suspicious Sessions page.
We made changes to the Settings page to make it easier to configure the platform. We added detailed explanations for each setting to help you determine the best configuration for your business.
You can find many of the new features in v2.0 on the new Settings page. Some settings have been changed for consistency across the NS8 platform. For example, automatic customer verification is now governed by order rules. However, you can use the Settings page to change what happens to an order after it's processed or rejected.
A confirmation appears at the bottom of the Settings page when you make a change to prevent accidental changes to the NS8 settings.
Live support, formerly located in the lower-right corner of NS8 v1.0, is in the top-right corner of the navigation bar. To chat directly with an NS8 representative or search for an article in our document library, select Live support.
Updated about 1 year ago