Customer Detail Profile

The Customer Detail page is the deep view of a single customer’s TrustLens record. Everything TrustLens knows about a customer is on this page — the trust score, every signal that contributed to it, the full order and refund history, linked accounts, fingerprints, admin notes, and the event timeline. It’s the page you’ll spend the most time on when investigating risk, justifying actions, or onboarding allowlist decisions.

Access: click any customer in the Customers list, or use the View action on the WooCommerce orders list trust badge.

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Page Header #

Element	Content
Customer email	Plus segment badge inline
Trust score	Large headline number with segment color
Score trend	Sparkline showing 30-day or 90-day movement
Status indicators	Allowlisted / Blocked icons if applicable
Quick actions	Block / Allowlist / Recalculate / Generate Evidence Report (Pro)

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Signal Breakdown Panel #

The most important panel on the page. Lists every signal contributing to the current score:

Column	Description
Module	Which detection module emitted the signal (returns, coupons, etc.)
Score impact	Positive or negative integer contribution
Reason	Human-readable text with the specific numbers that triggered the signal

The sum of the score impacts plus 50 (base score) equals the trust score. You can verify the calculation manually by adding the rows. See Signals Explained for the full reference of every possible signal.

Plain-Language Summary #

The Signal Impact tile leads with a one-line, plain-English summary so you don’t have to decode the raw bars. It splits into two short sentences — “Weighing the score down:” lists the signals pulling the score lower, and “In their favour:” lists what’s helping. It’s the fastest way to understand a score at a glance before you dig into the individual rows.

Each signal row is keyboard-accessible (not hover-only): you can tab to a signal to read its full explanation — the signal name, its signed score contribution, and the reason — so the breakdown works with a keyboard and assistive technology, not just a mouse.

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Stats Panel #

The underlying numbers behind the signals. Useful for confirming the signal breakdown is correct.

• Total orders — completed order count
• Total order value
• Cancelled orders
• Total refunds — count
• Full refunds / partial refunds
• Total refund value
• Return rate — refunds / orders
• Total disputes — chargebacks filed
• Disputes won / lost
• First-order coupons used
• Coupon-then-refund cycles
• Linked accounts count
• First order date / last order date
• Account age in days

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Score History Chart #

A line chart of the customer’s trust score over time. Each data point is the score after a recalculation event. Hover over any point to see the date and the triggering event.

The chart visualizes:

• Segment boundaries (horizontal threshold lines)
• Recalculation events (dots on the line)
• Major drops or recoveries

For long-term customers, the chart often shows the slow positive drift of accumulating account-age bonuses interrupted by specific events (refund spikes, disputes, recoveries).

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Return Rate Trend Chart #

Specifically for refund behavior — the customer’s return rate over time. Useful for distinguishing:

• Recent spike — rate jumped suddenly. Investigate the cause.
• Sustained pattern — rate has been elevated for months. Customer-side abuse.
• Diluting pattern — rate is dropping as new clean orders dilute past refunds. Recovery in progress.

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Event Timeline #

Chronological feed of every significant event on the customer’s record:

• order_created — order ID and amount
• order_completed — order ID
• order_cancelled — order ID
• full_refund / partial_refund — order ID, amount
• coupon_used — coupon code, order ID
• coupon_refund — order ID (a coupon order that was later refunded)
• category_refund — order ID, category
• multi_account_coupon_abuse — the linked accounts that shared new-customer coupons
• address_anomaly_detected — penalty and details
• dispute_created — brand, amount, reason
• dispute_closed — outcome
• during_attack_window — order placed while a card-testing window was active
• checkout_blocked — reason
• payment_gateway_restricted — which gateway was hidden and why
• customer_blocked / customer_unblocked — reason
• customer_allowlisted / customer_allowlist_removed
• automation_triggered — which Pro rule and action ran

The label you see in the activity feed is a humanized version of the stored event_type — for example order_completed renders as “Order completed.” Events whose exact type the UI doesn’t have an icon for still appear, with a generic marker.

The timeline is the gold-standard audit trail. When a customer disputes a block, this is the evidence.

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Linked Accounts Panel #

If the customer has linked accounts:

• Each linked customer’s email and segment
• Which fingerprint(s) produced the link
• First-detection date for each link
• Click-through to the linked customer’s profile

Empty for customers with no detected links. Use this panel to investigate fraud rings — click through multiple linked accounts and confirm whether they share order patterns, coupon usage, or refund timing.

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Fingerprints Panel (Pro) #

Lists device fingerprints associated with the customer:

• Fingerprint hash
• First seen date
• Last seen date
• Number of orders associated
• Card-testing involvement (if the fingerprint has been flagged)

A customer with many fingerprints is fine if they shop across devices. A customer with one fingerprint flagged for card-testing is a strong negative signal.

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Disputes Panel #

All disputes filed by or against this customer:

• Dispute ID, date
• Order ID (linked)
• Brand, amount
• Status — Open / Under Review / Won / Lost / Warning
• Reason
• Quick action: Generate Evidence Report (Pro)

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Admin Notes #

Free-form notes for your team. Use cases:

• Document why a customer was blocked (e.g. “Confirmed fraud ring with linked accounts X, Y, Z; refused refund request 2024-03-15”)
• Record customer communications
• Note allowlist justification (“Confirmed VIP, called and verified identity”)
• Track open investigations

Notes are timestamped and attributed to the admin who added them. They appear in the event timeline as admin_note_added entries.

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Actions Available #

Action	Effect
Block	Sets is_blocked = true. If checkout blocking is enabled globally, customer can’t complete checkout.
Unblock	Sets is_blocked = false. Customer can check out normally.
Allowlist	Locks score at 100, segment VIP. Suppresses all negative signals.
Remove from allowlist	Score recalculates from real signals.
Recalculate	Forces immediate score recalculation. Useful after changing settings or filters.
Generate Evidence Report (Pro)	Produces PDF for dispute response.
Add admin note	Records a free-form note attributed to your user.
Delete customer	Removes all TrustLens data. Doesn’t delete the WooCommerce customer record.

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WooCommerce Order Integration #

From any order in WooCommerce, you can jump to the customer’s TrustLens profile via the trust badge in the orders list or the TrustLens meta box on the order edit page. The reverse path also works: from the customer detail page, every order in the event timeline is clickable through to WooCommerce.