FAQ

How does SEON prevent fraud?

SEON analyzes transactions in real time using data enrichment, digital footprint analysis, device fingerprinting, and machine learning-powered risk scoring. It evaluates key identifiers — email addresses, phone numbers, IP addresses, and device details — to detect suspicious activity. Each transaction receives a fraud score (0–100) and a state (APPROVE, REVIEW, or DECLINE) based on customizable risk rules.

How can I test SEON for Shopify?

Place a real order with a successful payment transaction. Orders with a 100% discount have a $0 total and no payment transaction is created, so no fraud check runs.

How long does it take for SEON to check an order?

SEON checks orders in real time. A fraud score and state are available within a few seconds of the order being placed.

Is the default setup enough?

A default setup is active immediately after installation. Since every store has different risk levels, monitor SEON's results and adjust settings as needed before enabling automation actions.

What data points are used in the fraud check?

SEON uses order, transaction, and customer information from Shopify, along with device fingerprinting data collected via the browser agent. The modules used (email, phone, IP, device fingerprinting, AML) can be toggled on or off in Fraud API Configuration settings.

What is the fraud score and how are thresholds set?

SEON assigns a fraud score from 0 to 100 based on default, custom, and machine learning rules. You can set the thresholds that determine which orders fall into APPROVE, REVIEW, or DECLINE states. 

Does the REVIEW state mean SEON is still reviewing the order?

No. REVIEW is a recommendation for you to manually review the order before fulfillment. SEON has completed its analysis — the final decision is yours.

Does the DECLINE state automatically cancel the order?

No. SEON does not cancel orders unless you have enabled the Cancel Order action in Automation Rules for the Decline state. By default, all automation actions are set to No Action.

Can I change an order's fraud state manually?

Yes. You can update an order's state in the SEON Admin Panel at any time. The order tag in Shopify is updated to reflect the new state, and a manual tag (e.g. seon_manual_approved) is applied. If Automation Rules are configured for the new state, those actions are triggered.

Will changes to thresholds or rules affect previous orders?

No. Changes to thresholds, rules, or automation settings apply to new incoming orders only. Previous orders are not re-evaluated.

Are scoring thresholds per store or shared across stores?

Scoring thresholds are configured in the SEON platform and apply across all stores connected to the same SEON account. Per-store settings — such as Automation Rules and Fraud API Configuration — are configured independently for each store.

How do I get fraud checks without SEON automatically handling orders?

By default, all automation actions are set to No Action. SEON runs the fraud check and provides the analysis without taking any action on the order. Enable specific actions only when you are ready.

Will manual state changes trigger automation actions?

Yes. When you update an order's state in the SEON Admin Panel, any automation actions configured for that state — such as capture payment on Approve — are triggered.

Can I capture payments automatically for approved orders?

Yes. Enable the Capture Payment action in Automation Rules for the Approve state. Your Shopify store's payment capture mode must also be set to Manual (under Settings ? Payments in your Shopify admin) for this to have any effect.

Can I customize the order tags added by SEON?

You can add up to 3 custom tags per fraud state in Automation Rules. The default state tags (seon_approved, seon_review, seon_declined) are applied automatically. You can also toggle the fraud score tag (seon_fraud_score:{score}) on or off per state.

Can I customize the fraud rules?

Yes. You can enable or disable default rules, adjust the scores they assign, or create custom rules in the Scoring Engine section of the SEON Admin Panel.

Can I block a customer from placing an order?

Once you have identified a risky data point — email address, phone number, or IP address — you can add it to a blacklist in SEON to automatically flag future orders that match.

How do I manage blacklists and whitelists?

Manage lists on the Lists page in the SEON Admin Panel. Add individual values manually or upload a CSV. Adding unique customer data points gives the most reliable results.

Does SEON offer a chargeback guarantee?

No. SEON uses a transparent micro-fee pricing model instead. Chargeback guarantee models can create a conflict of interest: if your fraud prevention vendor covers chargebacks, they have an incentive to decline more payments to protect themselves — at the cost of false positives and lost revenue for your business.

SEON focuses on fraud prevention, giving you visibility and control over your fraud decisions. For dispute management on top of fraud prevention, we offer an automated chargeback management service powered by Chargeflow, available as an additional service.

How does billing work?

SEON's pricing is customized to your business. There is no self-serve plan. Contact your SEON representative or support@seon.io to arrange pricing.

How do I cancel my subscription?

Uninstalling SEON Fraud Prevention from your Shopify admin cancels the integration. To discuss changes to your SEON contract, contact your SEON representative or support@seon.io.

Can I connect a SEON account to multiple stores?

Yes. A single SEON account can be connected to multiple Shopify stores. Store-level settings such as Automation Rules and Fraud API Configuration are configured independently per store. Scoring thresholds apply across all connected stores.

Does SEON check POS orders?

No. POS orders are excluded from fraud checks.

Can I add notes to a transaction in SEON?

Yes. Use the Notes widget in the Transaction details view in the SEON Admin Panel. Notes are limited to 255 characters.