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All orders that come into Signifyd are stored in the Case Queue. When an order from a merchant gets sent to Signifyd, it creates a case within the Signifyd Console. The Case Queue is where all cases are kept. Within the Case Queue, merchants can select what case they wish to review. When merchants wish to investigate an order in the Signifyd Console, they will need to click on the case in the Case Queue.
By default all orders that come into the Case Queue are ranked chronologically with the newest orders on top. A small subset of information is displayed in the Case Queue. The Case Queue does not automatically update in real time, so merchants wishing to view the newest orders while inside the Signifyd Console will need to refresh the Case Queue by clicking on the refresh button.
Information included for each case in the Case Queue
- The Signifyd score
- Customer Name
- Order ID
- Date and Time of purchase
- Dollar amount of purchase
- Guarantee Status
- Close case
The details section highlights all the raw information passed to Signifyd to form a case. The case details are made up of the seeder elements, which are the pieces of information (such as billing address or phone number) that a merchant passes to Signifyd to form a case.
There are six sections within case details: People, accounts, organizations, locations, network, phones. Each section contains the customer’s order information passed to Signifyd from the merchant.
Removing cases from the queue
By default, Signifyd automatically closes the case after 2 days. You can change the setting for each team on the team’s settings page.
Closing a case manually
On every case is a close button. When clicked, this closes the case and removes it from the Case Queue, unless you are filtering by All or Closed cases. If you’ve made a decision on a case and want it out of your Case Queue, click this button.
Use the filter to search and return a list of cases that meet a particular set of conditions.
You can filter by:
- Case Status
- Claim Status
- Guarantee Status
For example, to view a list of all pending claims over a particular time period, you would:
- Select the applicable beginning and end dates
- Under Claim Status, choose Pending
- Under Guarantee Status, choose Approved
Click Apply Filters.