While the methodology for interacting with end customers is ultimately an individual business decision made by each customer and agent, the following are some basic tips to consider when dealing with an order decisioning quandary.
Communication Methodology for Orders Under Review
Do not auto-fulfill orders held for manual review: Orders held for review in Kount should be automatically held in the customer's OMS (order management system) to avoid fulfillment of suspect orders. This can be done by properly using the feedback in the RIS response provided by Kount: Kount sends a RIS response for every transaction that we receive. In the AUTO field, the RIS response will include the order's status after it has passed through the rules engine. The customer's developers can receive and parse the RIS reply and use that data to update the appropriate workflow status in the OMS. End Customers do not necessarily need to know an order is being held for review; rather, they need to know the ultimate decision: approve or decline.
Communication Methodology for Declined Orders
Stop fulfillment automatically when an order is declined: Create a procedure to ensure fulfillment is stopped when an order is declined in Kount and accordingly, that payment authorization is canceled and a refund processed, if necessary.
- When an order is auto-declined due to a rule, the Decline status can be received and synced between the RIS and the OMS
- When an order is manually declined, automate the status update in the OMS by employing the Event Notification Service
End Customers do not necessarily need to be informed of the specific reason for an order decline (i.e. the order did not pass fraud screening protocol), only that the order could not be processed.
General Best Practices
Streamline communication between Kount and the OMS: When manually approving or declining an order, update the order status in Kount, and then automate the status update in the OMS by employing the Event Notification Service (recommended). Alternatively, manually update the status in the OMS to match the decision in Kount.