COD & fraud review

Cash on delivery is how much of independent commerce sells — and it carries return-to-origin risk. A refused parcel costs you the delivery both ways, and you find out days later.

Nudova gives you two things: guardrails that hold a risky COD order before it ships, and a review screen to make the call.

The COD guardrails

Set these in the Setup wizard, or later in Settings. All three work together:

Guardrail	What it does
Maximum COD value	Hold any COD order worth more than this. 0 = no cap.
Risk threshold	Hold any COD order whose phone-risk score is at or above this (0–100).
Hold flagged orders	The master switch. Off, and the two rules above do nothing.

These are enforced, not decoration

When a COD order is placed — from your storefront or by your own staff at the manual-order desk — Nudova checks it against your rules and, if it breaks one, puts the order on a fraud hold, with the reason recorded on the order.

A held order is blocked from courier booking. Nobody can ship it by accident; someone has to look at it first.

This changes what happens to orders

With the master switch on, orders will start being held automatically. That’s the point — but make sure your team knows to work the Fraud review queue, or held orders will just sit there.

Start with the value limit alone (it needs no provider), and add the risk threshold once you’ve watched the scores for a while.

The phone-risk score

The score comes from a phone-risk provider, which looks the customer’s number up against BD courier delivery history: how many parcels that number has accepted versus refused.

• 0–100, where higher = more likely to refuse.
• The lookup happens on placement and is COD-only — a prepaid order carries no COD-refusal risk, so it never spends a lookup.
• A flaky provider can never break an order: the failure is logged and the order stands.

You need a provider configured for a score to exist — see Phone-risk (fraud) provider.

No provider? The value limit still works

Without a fraud provider there’s no score, so only the maximum COD value rule can hold an order. That alone catches the expensive mistakes.

Working the review queue

Fraud review lists the orders that need a human. For each one you see the score, why it was held, the customer’s prior orders and cancellations, and the courier success rate for that phone.

From there you either:

• Approve — release the hold; the order books and ships as normal.
• Call first — a two-minute call confirming the order is the single most effective COD tool there is. The customer’s number is one tap away.
• Cancel — if it doesn’t smell right.

The number your staff see here is exactly the number the guardrail decided on — there is one definition of the score, not two.

A sensible starting point

1. Turn on Hold flagged orders.
2. Set a maximum COD value you’d be genuinely unhappy to eat.
3. Ship like that for a couple of weeks and watch the scores in Fraud review.
4. Then set a risk threshold (70 is a reasonable first guess) once you can see where your refusals actually cluster.

Approving a hold and refunding an order are separate permissions — you can let the order desk release holds without letting them move money. See Users & roles.

Related: Orders & fulfillment · Manual (phone) orders · Phone-risk provider · Courier providers.