Risk checks
How Eturns weighs risk on returns and claims without ever blocking a customer on its own, and the settings you control.
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Eturns never blocks a customer on its own
Eturns has no action that blocks a customer. That is deliberate: most unusual-looking returns come from honest shoppers with a real problem.
Instead, risk signals — how often and how quickly someone returns, whether photos repeat, chargeback history — raise a risk score on the case. A higher score means the case comes to you with the reasons written out, and Eturns holds back fast outcomes such as an instant exchange. You decide.
Risk checks work the same way on every plan.
Signals you control
These settings are in Policies → Who decides → Custom evidence & risk (choose the Custom preset to see them):
- New-customer mode — for customers with few orders, either a Lower ceiling (set the amount in New-customer ceiling) or Always review. New-customer max orders sets who counts as new.
- Repeat returns / 90d — how many returns in 90 days before a case comes to you.
- Dispute mode — for customers with a history of payment disputes, either review cases above an amount (Dispute escalate above) or Always review.
Where flagged cases go
Flagged cases land in Decisions like any other case, with the signals explained on the case. There is no separate risk screen to check.
- Decisions · Policies → Who decides
Why Eturns works this way is in our post Why Eturns never auto-blocks customers.
Still stuck? Email contact@eturns.app.