Shield: fewer refusals on cash on delivery
Status: the pages the customer sees and the Риск (risk) column in WooCommerce work. The score and the rules are in the code. The screen for you in Rastezh works: Shield in the menu. There is no SMS yet, only email. Only WooCommerce has write-back to the store.
What you get
- Every refused parcel costs you delivery both ways. Shield catches risky orders before you ship them.
- A returning parcel can be saved: the customer picks a new address or a pickup point.
What you need
- WooCommerce connected to Rastezh. See WooCommerce.
- Shield in your plan. See Plans.
- The email records. See Email records.
How Shield decides
Every cash-on-delivery order gets a score from 0 to 100.
| Score | Risk | What happens |
|---|---|---|
| under 35 | low | nothing, you ship as usual |
| 35–64 | medium | the customer gets a confirmation email |
| 65 and above | high | we offer a pickup point, prepayment or giving up |
- A large order is over €150.
- In Watch mode Shield only scores and does not write to customers. Turn it on at Shield → Settings. We recommend it for the first 14 days.
- Up to 50 parcels it uses starter rules.
- The rules come in three sets: gentle, recommended, strict.
The Shield screen
| Section | What you do |
|---|---|
| To decide | Confirm, ship or cancel a held order. |
| Settings | Watch or Active, set of rules. |
| Trusted | Customers who always go through. |
| Prepayments | See who has not paid and give 24 more hours. |
What you see in WooCommerce
- Open WooCommerce → Orders.
- You see: the Риск column.
- Open the order.
- You see: a box with the risk and notes “Rastezh Scut: …”.
An order awaiting confirmation stays on hold until the customer answers.
Order confirmation
- The customer gets an email and taps the link.
- They see: “Do you confirm you want the order?”
- They choose Yes, I confirm or No, I give up and tap Send.
- For you: the note “The customer confirmed the order.” or “The customer gave up the order.”
The returning parcel
- The customer opens the link.
- They see: “Your parcel is coming back” and “We can redirect it. What do you prefer?”
- They choose:
- Deliver it again to the same address;
- To a pickup point or easybox: and write which;
- I no longer want it.
- They tap Send.
- For you: the note “The customer asks for redirection to: …”. Arrange it with the courier.
Prepayment by card
- At high risk the customer sees Pay … by card. They have 48 hours.
- Payment goes through Stripe, straight to the store. They can also choose I prefer a pickup point/easybox or I give up.
- You need a Stripe key with limited rights (starts with
rk_). The full secret key (sk_) is not accepted.
The protection network
Stores share with each other only whether a customer took or refused a parcel. The customer removes their number on the network's page. Removal is immediate. Data is kept for up to 24 months.
If something goes wrong
| What you see | What to do |
|---|---|
| There is no risk column | The order is not cash on delivery or Shield is not in the plan. |
| An order stays on hold a long time | Call the customer and decide in Shield → To decide. |
| The customer did not get the email | Check Email records. |
| The Stripe key is not accepted | You gave sk_. Create a limited rk_ key. |
| It only says “Watch” | Tap Active at Shield → Settings. |
Questions
How many messages does the customer get? At most 3 per order.
Does the customer see their score? No.
Will I lose good customers? Start with Watch. You see what Shield would do, without holding anything.