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Open a transaction detail page in Keysender to review one order end to end: the buyer, what was sent, the fraud score, and every action you can take. This is the page to open when a buyer says a code did not arrive: it shows what was sent and to which address, and the fraud score explains any hold.
TL;DR
Open Transactions, then Show all in Keysender.
Click the order you want to review to open its detail page.
Review the order information at the top: the order number and product, the customer's name and location, Time, Buyer ID, Email, Mobile, Quantity, Gross, the Access Page link, and any Sent codes or Bonus codes.
Check the Message box for messages exchanged with the buyer (see Responding to messages through Keysender for the inbox view), and the Sales table for the buyer's other orders.
Click the Tasks tab for delivery and email status, or IP logs for the buyer's recorded IP activity.
Check the fraud score and its [read more] link, shown under the Status dropdown when fraud screening is active on the product.
Use the Status dropdown (colored by current state, for example fraud risk) to accept buyer, mark as done, mark as refund, or mark as fraud. Which options appear depends on the order's current status.
Use the Options dropdown to Add to Blocklist, Add to Allowlist, Send new code, Re-send code, Lock access, Grant access, or Print PDF for dispute resolution or tax records.
The order detail page shows the full transaction record, buyer messages, delivery logs, and the fraud score when fraud screening is active. A storefront integrating its own software can read and update the same buyer record with Managing customers with the API.
| Symptom | Cause | Action |
|---|---|---|
| No fraud score is shown | Fraud screening is not active on this product | Turn it on under activating fraud monitoring on orders |
| The Status dropdown is missing an option you expect | The available actions depend on the order's current status | Check the current status first; some actions (like accept buyer) only appear on held orders |
| A resent code did not reach the buyer | The email address on file may be wrong | Click Edit next to Email to correct it, then use Options, Re-send code |
Submit a claim so Keysender Support can review it.
Open the order from the Orders section and go to its detail page. The fraud score for the buyer appears below the options dropdown when fraud screening is active, alongside the transaction record, buyer messages, and the Tasks and IP logs for that order.
On the order detail page, the code status dropdown lets you mark the order as done, issue a refund, or report fraud. The separate options dropdown handles actions like blocking or allowing the buyer, sending or resending codes, and creating a PDF of the order.
Yes. On the order detail page, open the options dropdown and choose to create a PDF of the order. You can use it for dispute resolution or tax records. The same dropdown also lets you block or allow the buyer and send or resend codes.
