Customer Detail Profile
The Customer Detail page is the deep view of a single customer’s TrustLens record. The trust score, every signal that contributed to it, order and refund totals, linked accounts, recent activity, tags and admin notes are all on this page. 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, click the Trust badge in the WooCommerce orders list, or use “View full profile” in the Customer Trust meta box on an order.
Page Header #
| Element | Content |
|---|---|
| Customer email | Page title (“Guest customer” when no email is stored) |
| Status chips | Segment, plus Blocked / Allowlisted / Flagged for review when they apply |
| Quick actions | Back / Block customer or Unblock / Add to allowlist or Remove from allowlist / Clear review flag (when flagged) / Recalculate / View user (registered customers) / Dispute Report (Pro) |
KPI Row #
The headline numbers, in five cards:
- Orders — counted orders (completed, or refunded), with their total value
- Return rate — with how far it sits above or below your store’s average
- Refund Value — with the number of refunded orders
- Cancelled — cancelled orders, with the share of orders they represent
- Trust score — with the segment
Signal Impact Panel #
The most important panel on the page. Lists every signal contributing to the current score, one bar per signal:
| Element | Description |
|---|---|
| Name | Which detection module emitted the signal (returns, coupons, account age, etc.) |
| Bar and value | Positive (green, right) or negative (red, left) integer contribution |
| Reason | Human-readable text with the specific numbers that triggered the signal — shown when you hover or focus the row |
The sum of the score impacts plus 50 (base score), kept within 0–100, equals the trust score. Allowlisted customers are the exception: they’re pinned at 100 and have no signals. 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 up to three signals pulling the score lower, and “In their favour:” lists up to two that are 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.
Trust Score Gauge #
A semicircular gauge showing the current score (0–100) in the segment’s color, with the segment name underneath.
Order-Cohort Return Rate Chart #
Specifically for refund behavior — the return rate of the customer’s orders, week by week, over the last 12 weeks. It needs at least two weeks with orders; otherwise it shows “Not enough history yet.” 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.
Recent Activity #
The 20 most recent events on the customer’s record, newest first, each with how long ago it happened, the order number (linked to the order when it still exists) and the refund amount for refunds. Event types include:
order_created— an order was placedorder_counted— an order completed (or was refunded) and joined the counted ordersorder_cancelled— order IDfull_refund/partial_refund— order ID, amountcoupon_used— coupon code, order IDcoupon_refund— order ID (a coupon order that was later refunded)category_refund— order ID, categorymulti_account_coupon_abuse— the linked accounts that shared new-customer couponsaddress_anomaly_detected— penalty and detailsdispute_created— brand, amount, reasondispute_closed— outcomeduring_attack_window— order placed while a card-testing window was activecheckout_blocked— a checkout attempt was blockedpayment_gateway_restricted— which gateway was hidden and whycustomer_blocked/customer_unblocked— reasoncustomer_allowlisted/customer_allowlist_removedcustomer_flagged/customer_unflagged— review flag set or clearednetwork_early_warning— Store Trust Network warning (Pro)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_counted renders as “Order counted.” Events whose exact type the UI doesn’t have an icon for still appear, with a generic marker. The full history is available through the REST API’s events endpoint.
The activity feed is the audit trail. When a customer disputes a block, this is the evidence.
Linked Accounts Panel #
When the Linked Accounts module is on, this tile lists each linked customer with:
- Segment badge and email, linking to that customer’s profile
- A Blocked badge if they’re blocked
- Which identifier(s) they share (address, phone, payment token — plus IP or device when one of those also matches)
- Their trust score and the number of matching identifiers
It reads “No linked accounts detected.” for customers with no links, and says so when the module is disabled. Use this panel to investigate fraud rings — click through multiple linked accounts and confirm whether they share order patterns, coupon usage, or refund timing.
Store Trust Network (Pro) #
When the Store Trust Network is active and this customer has been flagged at your linked stores, a card lists each flag with its level (High or Caution), reason, source store and age. For allowlisted customers the card notes that the flags are shown for context and aren’t affecting the score.
Tags #
Tags added by automation rules or the Add Tag bulk action appear as chips. Click the × on a chip to remove that tag.
Admin Notes #
Free-form notes for your team, in a collapsible panel (open by default when notes exist). 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
Type a note and click Save note. Each note is added to the end of the notes with a timestamp. Notes aren’t attributed to the admin who wrote them and don’t create timeline events. Block reasons, Add Admin Note automation actions and review flags are added here automatically.
Actions Available #
| Action | Effect |
|---|---|
| Block customer | Asks for a reason, then sets is_blocked = true and saves the reason to the notes. If Enable Blocking is on, the customer can’t complete checkout. |
| Unblock | Sets is_blocked = false. Customer can check out normally. |
| Add to allowlist | Pins score at 100, segment VIP, and clears any block and review flag. Suppresses all negative signals. |
| Remove from allowlist | Queues a recalculation from real signals. |
| Clear review flag | Removes the Flagged for review state (shown only when flagged). |
| Recalculate | Forces immediate score recalculation. Useful after changing settings or filters. |
| View user | Opens the WordPress user profile (registered customers only). |
| Dispute Report (Pro) | Opens the print-ready Dispute Evidence Report in a new tab; save it as PDF from the browser’s print dialog. |
| Save note | Adds a timestamped note. |
Deleting a customer’s TrustLens data is a bulk action on the Customers list, not a button on this page. It doesn’t delete the WooCommerce customer.
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 Customer Trust meta box on the order edit page. The reverse path also works: from the customer detail page, orders in Recent activity link through to WooCommerce.
Updated on October 18, 2026
