Check a customer's number and record fraud reports before shipping
How the number-check box in New parcel works and what its colours mean, how to record and review a fraud report, and the feature's limits.
Last updated 22 October 2026 · Last verified 22 October 2026
Purpose#
Two features help you avoid shipping to a customer who has refused deliveries or cheated before: the number check that appears automatically under the mobile field in New parcel, and the fraud reports you record and review on the Deceptions page. The check is only an advisory warning; it does not block shipping or stop the parcel from being saved.
Who can use it#
- Any merchant account in the merchant panel, with an active merchant plan (or your company's active subscription for a company merchant) like the rest of the panel's pages. Reports are saved under your name and nobody else can edit or delete them.
- The Deceptions page has no item in the merchant panel's side menu at the moment; ask support for its direct link. The number check appears in New parcel with no setup.
What you need#
- For the check: a number of at least 7 digits.
- For a report: the customer's phone number, name and the details of what happened. The tracking number is optional.
Steps#
Check the number while creating a parcel
In New parcel type the recipient's Mobile number. After a short pause in typing (under a second), and once you have typed at least 7 digits, a coloured box appears under the field.
Read the result
The box colour depends on what the platform knows about the number (see the table below). Under it, if the number has earlier parcels, is a line that is always in Arabic: «سجله: N استلم · N رجّع» (meaning "Record: N received · N returned"), with «· N رفض» added when some of them were refused (in the English interface that last word shows as "Reject"). Below it come up to three of your own reports on the number (date — details and tracking number).
Record a report
Open the Deceptions page (see above on how to reach it) and press the add icon (its tooltip is "Add"). Fill in Phone, Name and Details (all required) and Tracking Id (optional), then Save. The message "Deception successfully added." appears.
Review your reports
Press the My List icon to show only your own reports, newest first. Each report has edit and delete icons; after an edit you see "Deception successfully update." and after a delete "Deception successfully deleted."
- Choose the pickup place
- Choose the delivery company
- Enter the recipient's name and phone
- Set the cash-on-delivery amount
- Your invoice number, to recognise the parcel later
What the result means#
| Colour | When it appears | Message (always shown in Arabic) |
|---|---|---|
| Green | No reports on the number and no high return rate | "Known customer: received 3 parcels out of 4." or "No record for this number — new customer." |
| Yellow | No reports, but two or more returned parcels and a return rate of 50% or more | "Notice: returned 2 of 3 parcels (67%)" |
| Red | At least one report | "Careful: N fraud/refusal reports on this number — consider asking for prepayment." (with the returns text added when its condition holds) |
"Returned" counts these statuses: Return to Courier, Return assign to merchant, Return assign to merchant Re-Schedule and Return received by merchant. The return rate is returned ÷ (delivered + returned).
Expected result#
- After saving a report you return to the Deceptions page; press My List and your report appears with its name, phone, date and details.
- A later check of that number by you counts your report, so the box turns red and your report is listed under it (up to three of your reports are listed, newest first).
Common mistakes#
- The box does not appear: the number has fewer than 7 digits, or the check failed (the box is hidden on failure).
- Treating green as a guarantee: it only means there are no reports and no high return rate.
- Number format: the check box in New parcel compares the last 9 digits and ignores spaces, hyphens, brackets and the + sign, so it does not matter whether you typed "+963" or "09".
- Validation messages when saving: "The Phone field is required.", "The Name field is required." and "The details field is required."
Limits and permissions#
- The check is a warning, not a block: it does not stop the platform from saving the parcel, and there is no review or approval step for reports; what is typed is saved as it is.
- Privacy: the check box lists the details of your own reports only; it never shows the details of anyone else's reports. Write only accurate facts you can prove.
- Editing and deleting are for the report's author only.
- The check box in the parcel form accepts up to 60 checks per minute.
- The check box text and its «سجله» line are Arabic even in the English interface, because they have no English translation (except the word «رفض», which shows as "Reject").