Configuration

Manual overrides

Lock a customer to a specific tier, bypassing the automated score. Useful for strategic accounts, disputed scores, or exceptional cases.

When to use an override

  • A long-standing customer has a temporarily poor score due to a one-off payment issue
  • A new high-value account needs extended terms before their order history builds up
  • A customer is in a dispute and you want to restrict their tier while it's resolved
  • A strategic account requires custom terms that fall outside standard tier policies

How to apply an override

  1. Go to Customers → Credit Scores
  2. Click on the customer you want to override
  3. Click Override tier
  4. Select the tier you want to lock them to
  5. Add a note explaining the reason (required)
  6. Optionally set a review date — creditOS will flag this customer for review on that date
  7. Click Save override
All overrides are logged in the Audit trail with the user who made the change, the original automated tier, the override tier, and the note provided.

Removing an override

To return a customer to automated scoring, go to their profile and click Remove override. The system will immediately recalculate their tier based on current scores.

Audit trail

Every override action — create, edit, remove — is logged under Settings → Audit trail. Entries include timestamp, user, before/after tier, and the note provided. The audit trail cannot be edited or deleted.

Bulk overrides

Bulk overrides are available on Growth and Scale plans. Go to Customers → Credit Scores, select multiple customers using the checkbox, and choose Override tier from the bulk actions menu.