Customer Blacklist

You can blacklist customers by email, phone, name, or address, using the Fraud Guard feature.

When a new order matches a blacklisted customer, Order Automator can automatically cancel, place a hold, or send an email alert.

You'll find it under Order Automations → Fraud Guard → Customer Blacklist.

What it does

For each blacklisted customer you add, you can store any combination of: name, email, phone, billing address, and shipping address.

When a new order comes in, Order Automator compares the order against your blacklist. If it matches, that entry's chosen action(s) are applied.

Each blacklisted customer has its own action

When you add a customer, you choose what should happen when they order. Under Actions to take, pick any combination of:

• Cancel order: Automatically cancels the order. The customer will not be notified.
• Put order on hold: Holds the order so it can't be fulfilled. You enter Hold notes for that entry, which show as the reason for hold in the order timeline.
• Get notified when this customer orders: Sends an email alert when a matching order is placed, using the email address set in the Fraud Guard Notifications section.

Add a customer to the blacklist

1. Click Add customer.
2. Fill in any fields you want to match on (you don't need to fill them all).
3. Under Actions to take, choose what happens when this customer orders.
4. Click Add customer to blacklist to save.

Fill from an order

If you already have the offending order, type its order number (ex: #1001  ) and click Fill from order. The customer's name, email, phone, and addresses are pulled in automatically so you don't have to copy them by hand.

How matching works

An order matches if any one of the fields matches.

The one exception is addresses, which use AND:

• Address line 1 AND postal code must both match for an address to count.
• If you leave the postal code blank, the address will match if  address line 1 matches the order.

All matching is case-insensitive and uses a "contains" comparison, so partial values still match.

• Ex: 100 main   will match if the order address is 100 Main Street   

Tips for accurate matching

Match a whole word with a trailing space

Because matching is "contains," a saved address line 1 of 100 Main   will also match 100 Mainline   and 100 Maine. To avoid that, end the field with a space:

• 100 Main   matches 100 Main, 100 Main Street   and 100 Main Dr  , but not 100 Mainline.

Phone numbers

Phone matching ignores formatting, it compares digits only. That means (555) 555-5555   and 5555555555   are treated the same, so you don't have to worry about how the number was entered.

When you use Fill from order, the phone is imported as digits only.

Postal codes

When you use Fill from order, a postal code is imported without its +4   suffix (ex: 10000-1234   becomes 10000  ), since the suffix isn't needed for matching and can cause missed matches.

Frequently asked questions

Does this replace Shopify's fraud analysis?

No. The Customer Blacklist works alongside the rest of Fraud Guard. Fraud Guard's other settings act on Shopify's high/medium risk scoring, while the blacklist acts on the specific customers you've added.

Will the customer know they were blocked?

No. Cancelling a blacklisted order does not notify the customer.

Can I match on just an address with no name or email?

Yes. Fill in only the fields you want. An address with just line 1 (no postal code) will match on line 1 alone.