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Blacklist Manager

When a customer keeps sending fake or abusive orders, block them. A blocked customer's next checkout is refused before any order is created, so nothing lands in your Orders list. You can block three things:

  • Device: the browser the order came from. It blocks only this customer, but a private browser window gets around it.
  • Phone number: any order placed with this number.
  • IP address: every order from this network address. Mobile networks share one IP address between many people, so blocking one can turn away real customers.

A block works whether or not Fake Order Guard is on. If your plan does not include the Blacklist Manager, its card in Apps shows Locked. See Subscription and billing.

Block a customer from an order​

  1. Open Orders and click the order.
  2. Next to Order IP Address, click Block customer. On a phone, a Flagged order card also has a BLOCK CUSTOMER button.
  3. In Block this customer?, tick what to block: Their device and Their phone number start ticked; Their IP address starts unticked.
  4. Click Block customer.

A message confirms what was blocked. If the order has none of the details you ticked (for example, no device was recorded), nothing is blocked and the message says so. Call center agents cannot block customers.

Block an IP address directly​

  1. Open Apps, then Blacklist Manager.
  2. Under Blocked IP addresses, click Block IP.
  3. Enter the IP Address and a Reason so you remember why.
  4. Click Block IP.

The address must be a valid IP address; if it is not, you see Failed to block IP.

See and remove blocks​

The Blacklist Manager page has two lists:

  • Blocked customers: the devices and phone numbers you blocked from an order, with the date. A device shows as Device from order # followed by the order number.
  • Blocked IP addresses: each address with its reason and Blocked At date.

To remove a block, click Unblock next to it and confirm. Orders from that device, number or address are accepted again.

Good to know​

  • A blocked customer is also refused when their order form would be saved as an abandoned order.
  • A block only stops future checkouts. It does not change orders you already have.