Understanding risk scores

Vruza produces a reputation score from 0 to 1000 using available customer order signals. Higher scores indicate a stronger reputation. A score is guidance for merchant review, not proof of fraud or a guarantee of delivery.

For customers with resolved history, the score bands are:

• 851–1000: Highly trusted
• 701–850: Trusted
• 501–700: Medium
• 301–500: High risk
• 0–300: Very high risk

There is a specific exception for a new or unflagged customer with no resolved outcomes: Vruza returns a neutral score of 500, labelled Medium, with a new-customer flag. Missing history is not evidence of misconduct.

The current system uses rules, rather than a trained machine-learning model. Signals include completed deliveries, refused deliveries, returns, history length, how long the profile has been known, available verification status and account flags.

Participating merchants contribute outcomes to shared customer profiles matched using hashed phone numbers. A phone hash is a personal-data identifier, not a guarantee of anonymity. See the privacy policy for the processing details.

Accurate outcomes matter. Fulfillment is not proof of delivery or cash collection. Cancelled, unreachable and damaged shipments are not treated as evidence of successful delivery or customer refusal in the completion and acceptance rates.

Read the history and flags alongside the score. Confidence is a rule-based indicator of available evidence, not a measured probability that the order will arrive. With fewer than three resolved orders, confidence is capped at 0.6.

Review new customers using your normal customer-service process. Do not treat a missing record as a refused delivery. In Shopify, set a minimum prior-order history before enabling holds.

Score-only mode leaves Shopify orders unchanged. Tags and assessments require the corresponding mode; holds require hold mode, your score threshold, minimum history and an eligible Shopify fulfillment order.

You can approve an order or trust a customer for your store without changing the shared reputation score. These are store decisions, separate from reported delivery outcomes. Read the order review guide.

The saved assessment on an order may differ from a customer's current score because later outcomes have added evidence. Review the timestamp and recorded reasons when investigating an earlier decision.

Shopify merchants can select the original order in Vruza, save the corrected outcome and provide a reason. Report a refused delivery only when it was actually refused, and delivered only when delivery and payment are confirmed.

If you are a customer, contact the store you ordered from to discuss the record. For assistance with access, correction or deletion, contact privacy@vruza.ai. Authority is verified before records are disclosed or changed.