How to check a customer for fraud before shipping

Before you ship a cash-on-delivery parcel, check the customer’s phone number against courier delivery history in Bangladesh. If they often cancel or return parcels, EcomUp warns you, so you can call them first and avoid paying for a parcel that comes back.

Before you start

• Fraud check is only for stores in Bangladesh. Your store country is set in Settings → General.
• Each check uses 1 fraud check from your plan. Your plan has a monthly number of checks. See Settings → Billing & Plan.
• The order needs a phone number.

Check orders automatically

1. Go to Settings → General.
2. Under Order Settings, turn on Auto fraud check on new orders.

   

Now new orders from your online store, AI chat and automations are checked as soon as they come in. Orders you create yourself in the dashboard are not checked automatically, so you can check them by hand. A risky order is only flagged. It is never cancelled for you.

Check one order by hand

1. Go to Orders.
2. Click the Run fraud check marker next to the order’s status.

   

3. Read the result: past orders, how many were delivered and how many were cancelled.

You can also check while shipping: in Assign to Courier, click Run check in the Not checked for fraud box.

What the results mean

Result	What to do
Looks safe	Good delivery history, or a new customer with no history. Ship as usual.
Check before shipping	Some cancellations or a fraud report. Call the customer to confirm first.
High-risk customer	Many cancellations or returns, or several fraud reports. The parcel is likely to be refused. To ship anyway, you must tick I understand the risk and want to ship this order.

Tips

• If you turn on Auto-assign paid orders to courier, high-risk orders are skipped and wait for you to review.
• Ask risky customers to pay the delivery charge in advance before you ship.
• For repeat fake orders, block the phone number or IP. See Block fake orders.

Troubleshooting

“Your fraud check limit has been reached. Please contact support.”

You used all your fraud checks for this month. You can still assign orders to a courier. Upgrade your plan for more checks, or wait for next month.

“Your plan’s fraud check limit is used up for this month. You can still assign.”

Same as above, shown inside the Assign to Courier window.

“Fraud check is only available for stores in Bangladesh.”

Your store country is not Bangladesh. If that’s wrong, change Store country in Settings → General.

“No phone number found on this order to run fraud check”

Edit the order and add the customer’s phone number, then try again.

I can’t see the Order Settings card

It only shows when your store country is Bangladesh.

Related articles

• Send orders to a courier
• Block fake orders
• Manage your orders
• Plans and billing