Risk Score Reference
Understanding how risk scores work and how to configure the auto-hold threshold.
The Risk Score (0–100)
Every order receives a risk score from 0 to 100:
| Score Range | Risk Level | Color | Action |
|---|---|---|---|
| 0 – 49 | Low / Safe | Green | Order processed normally |
| 50 – 79 | Medium | Yellow | Order processed, flagged for monitoring |
| 80 – 100 | High | Red | Order auto-held if above your threshold |
Trust Score
The Trust Score shown in the order sidebar is calculated as:
Trust Score = 100 − Risk Score
So an order with a risk score of 25 shows a Trust Score of 75.
Auto-Hold Threshold
The threshold determines at what score an order is flagged as high-risk. Set it in:
Tenant Admin → Fraud Prevention → Settings → Threshold slider
| Threshold | Behavior |
|---|---|
| 0 | Every order is held (not recommended — too aggressive) |
| 50 | Orders with medium or higher risk are held |
| 80 | Only high-risk orders are held (default, recommended) |
| 100 | No orders are auto-held |
Tuning advice:
- Start with 80 and monitor results for 1–2 weeks
- If you are seeing many legitimate orders held: raise to 85–90
- If fraud slips through: lower to 70–75
Primary + Fallback (Fail-Open Flow)
- The system first queries the Primary Provider
- If the primary provider fails (API error, timeout): the Fallback Provider is queried
- If both fail: the order is marked safe and processed (to avoid blocking legitimate orders due to API issues)
The module is designed to never block a legitimate order due to API downtime:
- If no primary provider is configured → order passes as safe
- If the primary provider API is unreachable → tries the fallback provider
- If the fallback also fails → order passes as safe
- If a credential is missing → order passes as safe silently
This means: no configuration = no protection (not no sales). Always configure at least one provider to get fraud protection.
Troubleshooting
Fraud card not appearing on orders?
- Ensure the plugin is activated and credentials are saved
- Fraud assessment only runs on new orders placed after activation — historical orders will not have a card
All orders showing as high risk?
- Check your auto-hold threshold — it may be set too low
- Verify the API credentials are correct for your provider
- Test your provider credentials in their API dashboard
Orders being held for legitimate customers?
- Raise the auto-hold threshold (for example, from 80 to 90)
- Consider switching to a provider more appropriate for your region (a global provider may score regional addresses as risky)
Fraud assessment not running?
- Confirm at least one provider is selected and has valid credentials
- If both primary and fallback fail, the system defaults to "safe" to avoid blocking orders — check provider API status
Provider API errors in logs?
- Verify your API key is active and has quota remaining
- Some providers require whitelisting your server IP in their dashboard