How to Navigate and Optimize Order Analysis

Order Analysis is an easily consumable snapshot of a transaction that has been designed for a streamlined manual review experience.

Order Analysis highlights the information about a transaction that fraud agents have identified as being most important to their manual review decisions. In addition, Order Analysis intentionally hides some features that are present on the Transaction Details page that can add confusion or uncertainty to the manual review process. The result is a streamlined interface designed to make manual reviews faster and easier.

Order Analysis is used by:

• Beginner fraud agents who want a streamlined interface that has been optimized for manual reviews.
• Experienced fraud agents who do not rely on advanced features like User Defined Fields, Link Analysis, VIP lists, or Third-Party Callouts.

While the Transaction Details page provides fraud teams with dozens of data points and avenues for deep-dive transaction investigation, Order Analysis is an easily consumable snapshot of the transaction information identified by fraud teams to be most helpful in making a timely decision to approve, decline, or escalate a transaction. Order Analysis can decrease decision-making time and streamline manual reviews.

Features

Once enabled, Order Analysis is accessible by clicking analysis located next to details in the Suspect Orders Queue.

Order Analysis Link in Suspect Orders Queue

The purpose of the Order Analysis page is to bring together in one place all of the information about a transaction that fraud agents have historically noted is the most impactful when making decisions. From a single screen, fraud agents can accomplish all of the following before making a decision:

• Review the Boost Safety Rating and the Persona Score.
• Identify the rules that caused this transaction to be held for review.
• Determine what is at stake by reviewing the shopping cart details.
• Review the history of this customer's orders.
• View Billing, Shipping, and Device locations in an embedded Google Map, including satellite view toggle.

Optimizing Use

Order Analysis is developed for fraud agents who rely on decisioning for large volumes of transactions with speed and accuracy. Its visual design is based upon fraud agent input about priority and workflow. The following image provides a visual workflow to help guide users from one component to the next on the path to an informed decision.

Using the Order Analysis Visual Workflow

To optimize its use, fraud agents can consider analyzing transactions on the Order Analysis screen using the following visual cues and associated data to inform decisions.

What do I need to know?

Critical data, such as billing and shipping addresses and items and quantities purchased are typically the first indicators of potential fraud.

What should I consider?

Supplemental details to add meaning and context fill in the gaps. Device proximity to billing and shipping locations, the rules that triggered the review status, and the Safety Rating and Persona Score, all help agents make well-informed decisions, including a decision to dig deeper in the Transaction Details page.

Who is this and what is at stake?

If the fraud agent is uncertain about the purchaser's intent, triggers such as high value shopping carts and a spotty payment history can make the difference between a good decisions and a bad one.

What happened before?

Two weeks of prior customer history provides an at-a-glance summary of trends and methods of payment, indicating sound or suspect behavioral patterns.

What should I do?

All from a single screen, add or edit a decision and include notes to provide context and detail.

Navigating Order Analysis

1. On the Suspect Orders Queue there are two links: analysis and details. Click analysis to load the Order Analysis page or click details to load the Transaction Details page for an order.
   
2. When viewing the Transaction Details page, click the Transaction ID in the upper left-hand corner to access the Order Analysis page.
   
3. When viewing the Order Analysis page, click the Transaction ID value in the middle of the Review Details section to return to the Transaction Details page.
   

Customer History

The Customer History section is a simplified version of Link Analysis. It provides a high level summary of all transactions from the same customer email address during the last two weeks.