FAQ
Does the add-on need an external fraud service?
Section titled “Does the add-on need an external fraud service?”No. Everything runs in your store with your own data. The IP country comes from the GeoLite2 database that ships with CS-Cart. No customer data leaves your store.
Can it run together with the CS-Cart “Anti fraud” (MaxMind) add-on?
Section titled “Can it run together with the CS-Cart “Anti fraud” (MaxMind) add-on?”Yes. When Anti fraud already holds an order, Order Risk Guard keeps that decision and only records its own score.
Will a risky customer know why cash on delivery is missing?
Section titled “Will a risky customer know why cash on delivery is missing?”No. They see a short, neutral note that cash on delivery is not available for this order, and the other payment methods. A refused checkout shows “We could not complete your order. Please contact us for help.”
Are orders paid by card ever held?
Section titled “Are orders paid by card ever held?”No. Holds apply only to orders with an offline payment method (cash on delivery, bank transfer, cheque…). Risky prepaid orders are flagged in the order list and the staff notes so you can check them before shipping.
Which statuses count as “refused” or “returned”?
Section titled “Which statuses count as “refused” or “returned”?”The ones you tick in Statuses of refused or returned orders (Declined and Canceled by default). Most cash-on-delivery stores create statuses such as “Refused on delivery” and “Returned to sender” and tick them; from then on every refused parcel raises the score of that customer’s next order.
How are customers recognised when they use a new e-mail address?
Section titled “How are customers recognised when they use a new e-mail address?”Earlier orders are found by account, e-mail and any phone number of the order. Block-list entries also match the phone, the IP address or range and the delivery address, so a new e-mail address alone does not help.
What if a confirmation e-mail lands in spam?
Section titled “What if a confirmation e-mail lands in spam?”The buyer can ask for a new e-mail from the order page (up to three), you can send it again from the order page, or you can confirm the order yourself after a phone call (Mark as confirmed).
Can the code be sent by SMS?
Section titled “Can the code be sent by SMS?”The add-on sends e-mail. Developers can send the same code by SMS or WhatsApp through the kv_order_risk_guard_send_code hook (see Developer notes).
Do vendors see the block list?
Section titled “Do vendors see the block list?”No. On Multi-Vendor only the administrator manages the lists. Vendors see the score and the reasons for their own orders, without e-mail addresses, phones, IP addresses or addresses from the lists.
Does it work with the full page cache of CS-Cart 4.21?
Section titled “Does it work with the full page cache of CS-Cart 4.21?”Yes. All checks run at checkout and order placement; cached pages never contain risk data.
What happens if the license lapses?
Section titled “What happens if the license lapses?”Without a valid license (no key after the 14-day start period, an invalid or revoked key, a domain the license does not cover, or no successful check for 14 days), new orders are not scored, no payment method is hidden and no order is held or blocked; confirmation links already sent keep working, orders already held stay as they are for your review, and the block list, allow list and risk history stay saved. Once the license is valid again, everything works again.
The admin panel shows a license notice.
Section titled “The admin panel shows a license notice.”Open Add-ons → Manage add-ons → Order Risk Guard → Settings → License. The status line says what is wrong: no key, a key for another add-on, a revoked license, or a domain that the license does not cover. Fix it and click Check now. See License.
Does the add-on work on my staging copy?
Section titled “Does the add-on work on my staging copy?”Yes. Subdomains of your licensed domain (for example staging.yourstore.com) and local development hosts (localhost, private IP addresses, *.local, *.test) are covered by the same license.
Does the license check slow down my storefront or checkout?
Section titled “Does the license check slow down my storefront or checkout?”No. The check runs in the admin panel or from cron, once a day. The storefront never runs it.
Still stuck?
Section titled “Still stuck?”Work through the troubleshooting guide, then contact support with your CS-Cart version, edition, PHP version and the add-on version (1.0.0).