Customer verification lets you verify your customers’ identities by using two-factor authentication (2FA). Use customer verification for orders that are too suspicious to approve, but not suspicious enough to cancel. Make sure orders are legitimate by verifying a customer’s identity and asking them to confirm their purchase. If a customer cannot complete the process or denies that they placed the order, you can cancel it.
The customer verification process can help you fight several types of fraud. Bots who place fraudulent orders cannot respond to 2FA requests. The request stalls human scammers who don't want to give out personal information that links them to fraudulent activity. Customers who have had account takeover fraud can cancel the orders that were placed without their knowledge. If a customer tries to file a fraudulent chargeback against your store, you can use their order confirmation to dispute it.
How it works
Customer verification uses two forms of personal information to verify each customer: email address and phone number that receives text messages.
When a customer verification request starts, we send an email to the address on file for the order. This email prompts the customer to confirm their order or deny that they placed it. To confirm their order, the customer must enter their phone number. We'll send them a verification code by text message. To verify their order, the customer must enter the verification code.
Depending on your settings, we can automatically take action based on the customer verification outcome. You can decide what happens if a customer does not respond to the verification request within a specific time frame.
You can run customer verification manually or create an order rule. After the verification process starts, we'll send an email to the address associated with the customer’s order, and the order’s Customer Verification Status is updated to Email Sent. The customer can confirm or deny that they placed the order.
If the customer confirms the order, they're prompted to enter a phone number where they can receive text messages. We'll text them the verification code, and the order’s Customer Verification Status is updated to SMS Sent. The customer will be prompted to enter the verification code. If the customer enters the correct verification code:
They receive a confirmation message.
We'll send them a confirmation email.
The order’s Customer Verification Status is updated to SMS Verified.
Depending on your settings, we can approve the order or change its risk.
If the customer enters the wrong verification code, they receive an error message that prompts them to try again.
If the customer denies that they placed an order, they're prompted to confirm their choice.
We'll notify the customer that the order has been rejected, and the order’s Customer Verification Status is updated to Customer Denied. Depending on your settings, we can cancel the order or change its risk.
Use order rules to run customer verification
To automate customer verification, create an order rule to verify orders that meet certain conditions. For example, you can create an order rule to verify all medium-risk orders. After the order is verified, we'll continue according to your settings.