Help CenterHelp Center / Customers · How-to
Score each customer from their history at your shop, and read or correct that score on customers and orders.
The risk score rates each customer from 0 to 100 using only their own orders at your shop. A higher score means more failed cash on delivery orders.
| Event | Points |
|---|---|
| A pay-on-delivery parcel returned to origin | +35 each |
| A prepaid parcel returned to origin | Counts too, at a lower weight |
| A cash order cancelled after it left the shop | +25 each |
| A delivered pay-on-delivery order | −10 each |
| No delivered order yet | +10 |
| An account younger than 7 days | +10 |
Orders from the last 12 months count. Orders at other shops never count.
Go to Customers › COD & risk. Under Risk score, tick Score each customer from their history at your shop.
Both take 1 to 100. The second cannot be lower than the first: "The score that turns COD off must be at least the score that asks for a code."
Select Save.
The order page has a COD risk panel:
The orders list shows the same badge beside pay-on-delivery orders.
If an order was counted wrongly, choose the right outcome in the list beside it, or Not counted, and select Correct. You see "The order's outcome was corrected." Corrections are recorded in the activity log. Only the shop owner and Shop Managers see this control.
Open a customer with the pencil on their card. The COD risk panel shows:
A blocked customer shows the block and its reason with a Remove button. See COD blocklist.
The corrections and the block form are for the shop owner and Shop Managers. A Shop Sales Manager sees the score and its reasons only.
The panel appears while COD & risk is in use (cash or card on delivery is a payment method and Use these controls is ticked), or when the customer already has COD records at your shop.