Published June 18, 2018

What is a Manual Review?

A manual review is when eCommerce storeowners examine an individual order’s information to determine whether or not it might be fraudulent. In doing this, merchants often consider things like the user’s location or payment details to try and decide if they want to fulfill the order, and so this step is a vital component in the order fulfillment process.

Many businesses rely on manual reviews to detect fraudulent orders; however, relying on it exclusively can be time-consuming and prone to errors. It can also be difficult to determine the validity of an order without the right information.

For instance, indicators of fraud could be anything from an IP address that is known to be associated with fraud to the phone number being registered to someone other than the person ordering. Assessing each of these indicators individually can eat up a lot of time that could be best spent on other tasks, and it also leaves more opportunities for mistakes to be made.

However, fully automating the order review process is also rarely a viable solution either. Not only can it be expensive and difficult to setup/configure, but it can also generate a greater rate of false declines (false positives) if the system incorrectly flags your real customers.

With fraud numbers growing in card-not-present (CNP) transactions, eCommerce companies need a review process that balances automation with manual review to ensure that fraudulent orders are caught early and do not result in false declines.

Using the right mix of manual review and automation can help a business create a more efficient system and better protect themselves from fraud. Automation can be helpful by instantly assessing all the attributes associated with a transaction and scoring the order based on the likelihood of fraud. This means that obviously fraudulent orders can be cancelled, and your known good customers can be approved without needless delays in the order process.

For the rest of the “grey area” orders, manual reviews can still be performed with all the information needed to make an informed decision. This means that these manual reviews take less time and are more effective, balancing the need for an efficient review process that can both minimize fraud and avoid false declines.

With NS8 Protect, the EQ8 scoring engine gives a fraud score to every order. Orders can then be handled automatically using order rules to set custom thresholds on which orders are canceled, approved, or need additional SMS verification. That leaves just a small number of “mid-range” suspicious orders for manual review, which can be done easily with all necessary information readily available on the dashboard.

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