Customer intelligence: know your riskiest customers at a glance
When a high-risk return lands in your queue, the first question is never "what's wrong with this return?" It's "who is this customer?"
Until now, answering that meant toggling between your return detail page, Shopify Admin, your chargeback records, and your internal notes. Piecing together a picture from fragments scattered across four screens.
That changes today with two new features: the Customer Intelligence Page inside RefundSentry, and the Customer Risk Card on the Shopify Admin customer profile.
The problem with return-level thinking
Most fraud detection tools score individual transactions. Necessary, but not sufficient. Fraud is a customer-level pattern, not a return-level event.
A single medium-risk return from a new customer means almost nothing. Five medium-risk returns from the same customer over three months, scores escalating, with a chargeback on file, tells you everything.
The data was always there. RefundSentry already tracked return counts, refund totals, chargeback history, fraud ring membership, and reason patterns per customer. It was just spread across pages and required manual assembly. The Customer Intelligence Page consolidates it into a single investigation hub.
What the page shows
Navigate to any customer from a return detail, the dashboard feed, or a fraud ring alert. Here's what loads.
Risk summary
The headline card shows the customer's current risk tier (LOW, MEDIUM, or HIGH), latest risk score, confidence level, and current Shopify tag. If you've applied a manual override, it's right there with the reason and timestamp.
Financial impact
Total refunded, broken down by method: cash, store credit, exchange. This is the number that tells you how much this customer has actually cost you, and how much your fraud detection has saved.
Return timeline
Every scored return, newest first. Date, order number, return value, risk score badge, top signal that triggered, and how the refund was issued. You can spot escalation at a glance. Scores of 22, 45, 55, 78 across four months tell a clear story.
Chargeback history
If this customer has filed disputes, you see the count, total value, and whether any double-dip fraud was detected (return filed AND chargeback on the same order). This section only appears when there's chargeback data. No noise for clean customers.
Fraud ring membership
If the customer is linked to a known ring through shared addresses, payment methods, or behavioral patterns, you see the ring ID, alert type, and how many other customers are connected. One click jumps to the full ring view.
Reason clusters
Powered by the reason clustering engine, this section shows why this specific customer returns items. If 50% of their returns cite "sizing" issues and 25% say "changed mind," that's useful context. If 100% say "not as described" across unrelated product categories, that's a different signal entirely.
Blocklist status
See whether the customer is currently blocklisted, with a one-click action to add or remove them. Blocklisting ensures all future orders are automatically flagged as high-risk.
Internal notes
Your team can add private notes to any customer. Stored in RefundSentry, never exposed to the customer, persistent across sessions. When this customer comes back in three months, the context your team documented is still there.
The Shopify Admin risk card
Not every investigation starts inside RefundSentry. Often you're already looking at a customer in Shopify Admin when you need fraud context.
The Customer Risk Card appears directly on the Shopify Admin customer details page, no app switching. It shows:
- Risk tier badge (LOW / MEDIUM / HIGH)
- Return count over the last 90 days and return rate
- Total refunded across all returns
- Chargeback flag if the customer has prior disputes
- Blocklist status if the customer is flagged
A "View Details" button deep-links into the Customer Intelligence Page for the full investigation view.
The card renders in under 200ms using Shopify's Direct API for metafield access. No external calls, no spinners. If the customer has no return history with your store, you see a clean empty state.
Actions, not just data
The Customer Intelligence Page isn't read-only. Three actions are available from the page.
Block or unblock. One click adds the customer to your blocklist. Future orders are automatically flagged, and depending on your Shopify Flow configuration, fulfillment can be paused for manual review. Unblocking is just as simple.
Override risk tier. If the automated score doesn't match your judgment (maybe you've spoken with the customer and resolved the situation), you can manually override their tier. The override is logged with reason and timestamp and persists until you remove it.
Add internal notes. Document your investigation findings, call outcomes, or team decisions. Notes are timestamped and attributed to the team member who wrote them.
How it fits the investigation workflow
The Customer Intelligence Page sits at the center of RefundSentry's navigation.
- High-risk return alert arrives (email, Slack, or dashboard)
- Click the customer name on the return detail or dashboard feed
- Full customer profile loads: risk summary, return timeline, chargebacks, fraud rings
- Make a decision: approve refund, offer store credit, block customer, or escalate
- Document the outcome with an internal note
Or, if you're already in Shopify Admin reviewing a customer: see the RefundSentry risk card on the customer details page, click "View Details" for the full intelligence page, and investigate from there.
Every customer link across RefundSentry (return details, dashboard feed, fraud ring alerts, chargeback tables) now points to the Customer Intelligence Page instead of Shopify Admin. The app keeps you in context.
Privacy by design
The Customer Intelligence Page follows RefundSentry's Level 1 data posture. Customer names and emails are fetched live from Shopify's API when you load the page. They're never stored in RefundSentry's database. Internal notes are stored in-app but contain only what your team writes. No raw PII is cached or persisted beyond what Shopify already holds.
Getting started
The Customer Intelligence Page and Shopify Admin Customer Risk Card are available now in RefundSentry. No setup required. If you're already using RefundSentry, navigate to any customer from a return detail page and the intelligence page loads automatically. See pricing.
The more return data you've accumulated, the richer the profiles. Merchants with 3+ months of scoring history will see the most complete picture on day one.