Managing requests

Customers and fraud

The Customers screen and the fraud checks show who returns too often before you refund. Every customer with a request gets a return rate by orders and by value. Each new request gets a risk score with flags such as Serial returner, and flagged customers’ requests wait for a person.

Available in: Pro.

Fraud checks run when Fraud checks is on in Configuration > Fraud Protection. Its label reads Score requests and flag serial returners. See Fraud protection settings.

Fraud Protection tab with thresholds serial returner action and blocklist

The Customers screen

Go to DevDiggers Plugins > WPReturns > Customers. Everyone who has asked for a return appears here. All and Flagged tabs sit above the list, and search finds a customer.

Customers screen with return rates and standing badges

Column	What it shows
Customer	Avatar, name, and the email with a “Registered” or “Guest” label
Requests	Number of requests
Return rate	The rate in percent with a meter, and orders and spend below, for example “23 orders · $9,369.26 spent”. The meter turns red for serial returners.
Returned value	The value of returned items
Last request	When the latest request came in
Standing	Good, or badges such as Flagged, Serial returner and Blocked

Row actions are View requests, Flag customer or Remove flag, and Edit account for registered customers. Fraud settings & blocklist at the top opens the Fraud Protection tab.

Return rates count returns, exchanges and withdrawals. Rejected and canceled requests are left out.

Registered customers’ return stats also show on their WordPress user profile.

Risk flags

Each request gets a risk score from 0 up. The score adds the weight of every flag.

Flag	When it is set	Weight
Serial returner	The return rate passes Serial returner at (%) with at least Minimum requests requests	40
Flagged customer	You flagged the customer by hand	40
On the blocklist	The email or its domain is on the blocklist. Only withdrawals and requests you create get this flag.	40
Used or worn	An item’s condition is Used or worn	20
Very quick return	The request came within Very quick return within (days) of delivery	15
Late in window	The request came after Late in window at (%) of the window passed	15
Same product returned before	The customer returned this product before	20
High value	An item is worth High-value item or more	10

Flags show as pills on the Requests list and in the Customer section of the request screen. Use the Flagged only risk filter on the list to see them together.

Customer section with a Flagged customer badge and Remove flag

What happens to flagged requests

Situation	Result
Serial returner flag with Serial returners set to Hold their requests for review	The request waits for a person. Auto-approve rules are skipped.
Serial returner flag with Serial returners set to Reject their requests automatically	The request is rejected with “We were not able to accept this request online. Please contact us.”
Customer flagged by hand	The request waits for a person with either Serial returners setting. History logs “Held for manual review because the customer is flagged.”
Email on the blocklist	The request is refused on the form: “We could not accept this request online. Please contact us and we will help you.”
Other flags only	The score and pills show. Nothing is blocked.

Flag or unflag a customer

Open Customers, or the Customer section on a request.
Select Flag customer.
To clear it later, select Remove flag.

A flag holds that customer’s future requests for review. Use it for customers you want to look at before approving.

Request from a flagged customer held for review

The blocklist

The Blocklist on the Fraud Protection tab takes one email address or @domain per line:

jane.cooper@example.com
@example.net

Blocklisted customers cannot send return, exchange, warranty or cancellation requests online. They are asked to contact you instead. You can still create a request for them from the Requests list.

The blocklist matches email addresses and domains. It does not match user IDs or street addresses.

Photos for high-value items

The High value flag only marks a request. To ask for photos above a price, add a Require photos rule with an Item price condition. See Return rules.

Team permissions

WPReturns adds four capabilities. Administrators and shop managers get all of them on install.

Capability	Lets a user
`ddwcwr_manage_requests`	View and edit requests, message customers and assign requests
`ddwcwr_process_refunds`	Resolve requests with refunds, credit and exchanges, and set restricted statuses
`ddwcwr_manage_settings`	Change configuration, rules, reasons and statuses, and delete requests
`ddwcwr_view_reports`	See the dashboard and export CSV

Requests can only be assigned to users with ddwcwr_manage_requests. Give other roles these capabilities with a role editor plugin. The free plugin uses manage_woocommerce for everything.

Developers can add their own flags with ddwcwr_request_risk_flags and change labels and weights with ddwcwr_risk_flag_definitions. See Hooks.