CS Update: Understanding Fraud Scores in Admin Portal

We’ve recently enhanced our fraud detection controls. Because of this, certain fraud-blocked orders may display as Payment Failed / Card Declined in Admin Portal, even though the true cause is suspected fraud.

When an order reaches a high fraud score (4–5), our fraud controls automatically step in. The system will:

• Block the transaction through Stripe, and
• Apply a fraud status of “Auto reviewed fraud.”

These scores result from multiple risk indicators being triggered during checkout (e.g., unusual customer or payment signals). The block is automatic to protect the business and our customers.

🔍 How to identify a fraud-blocked order

• ➡️ STEP 1: Open the order in Admin Portal and review the Overview.
• ➡️ STEP 2: Find and check the Fraud Score.

• ➡️STEP 3: Hover over the  info icon next to the Fraud Score.

  • This will display a quick breakdown of what risk indicators were detected and why the order scored high.
  • If the score is 4-5 and the failure reason is declined, the transaction was auto-blocked for fraud.

  Please review the full Knowledge Article for details: Fraud - Fraudulent Transactions / Activity / Fraud Score 

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 8th December 2025, titled "🚨 Understanding Fraud Scores in Admin Portal" sent by Jamie L (Agent Support).