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How to Ban a Customer on Shopify

How to Ban a Customer on Shopify
How to Ban a Customer on Shopify

Table of Contents

  1. Introduction
  2. Why Blocking Customers on Shopify Is Crucial
  3. Identifying Problematic Customers
  4. Methods to Block Customers on Shopify
  5. Communicating with Problematic Customers
  6. Best Practices Post-Blocking
  7. FAQs
  8. Conclusion

Introduction

Picture this: You've spent countless hours perfecting your Shopify store. Business is thriving, but there's one pesky issue – a problematic customer who seems to make fraudulent transactions regularly. Unchecked, this may lead to financial losses, affect your store's reputation, and disrupt operations. That's where banning customers on Shopify becomes crucial.

In this guide, we'll delve into effective methods to block or blacklist customers on Shopify. By the end, you'll have a clear roadmap on how to safeguard your business from troublesome shoppers.

Why Blocking Customers on Shopify Is Crucial

Financial Protection

Frequent fraudulent transactions can drain your resources. By blocking such customers, you prevent unauthorized purchases, saving on chargeback fees and protecting your revenue streams.

Maintaining Store Reputation

A few problematic customers can mar the shopping experience for others. Blocking them ensures that genuine customers enjoy a smooth, hassle-free interaction, enhancing your store's reputation.

Operational Efficiency

Engaging with troublesome clients can waste precious time and resources that could be better spent elsewhere. Blocking these customers allows you to focus on valuable and legitimate clientele.

Identifying Problematic Customers

Red Flags to Watch

  1. Unusual Buying Patterns: Excessive or abnormal purchase volumes.
  2. Frequent Returns: High return rates without a valid reason.
  3. Suspicious Payment Methods: Consistently using different credit cards or payment methods.
  4. Aggressive Communication: Using abusive language or harassing the support team.

Tools for Early Detection

Shopify provides several tools like Fraud Filter, Fraud Protect, and various third-party apps to help identify suspicious behavior. Use these tools to flag and monitor dubious activities.

Methods to Block Customers on Shopify

1. Disabling Customer Accounts

For stores that require customer accounts for checkout, disabling accounts can effectively block problematic users.

Steps:

  1. Navigate to your Shopify Admin Panel.
  2. Click on "Customers."
  3. Search for the customer using their name or email.
  4. Open the customer profile.
  5. Click "More actions" and choose "Disable account."

2. Using Shopify’s Fraud Filter App

Shopify’s Fraud Filter can automate the process of blocking customers based on specific criteria.

Steps:

  1. Go to the Shopify App Store and install the Fraud Filter app.
  2. Open the app from your Shopify dashboard.
  3. Create a new filter rule, for instance:
    • Block orders from a specific email.
    • Cancel orders above a certain dollar amount from specific IPs.
  4. Save and activate your filter.

Note: The Fraud Filter app cancels orders post-placement, so customers can still place orders initially, and transaction fees might still apply.

3. Leveraging Third-Party Apps

Several apps offer enhanced functionality for blocking customers before they complete purchases. Some of the notable apps include:

  • Blockade: Enables blocking by IP address and can provide real-time activity monitoring.
  • SendOwl: Ideal for stores selling digital products, allowing blocks by email or IP along with watermarking digital downloads.

Installation and Setup:

  1. Visit the Shopify App Store and search for the app.
  2. Install the app and follow the setup instructions.
  3. Configure the block rules according to your requirements.

Custom Script for Registered Customers

If you prefer a hands-on approach, you can add a custom script to log out and block customers based on tags:

{%- if customer and customer.tags contains 'blocked' -%}
<script>
sessionStorage.setItem("blocked", "true");
window.location.href = "/account/logout?return_url=%2Faccount";
</script>
{% endif %}

{%- if template contains 'login' -%}
<script>
const blocked = sessionStorage.getItem("blocked");
if (blocked) {
alert("You're not allowed to log in. Please contact us for more information.");
sessionStorage.clear();
}
</script>
{% endif %}

Insert this script in your theme's theme.liquid file and tag the problematic customer as 'blocked.'

Communicating with Problematic Customers

Preliminary Communication

Before blocking:

  1. Reach Out Politely: Contact the customer to understand their perspective.
  2. Offer Solutions: Provide alternatives to resolve any grievances.

Documenting Interactions

Keep a detailed record of all communications. This ensures you have evidence if disputes arise, showcasing your efforts to resolve issues amicably.

Best Practices Post-Blocking

Monitoring

Even after blocking, monitor the activities for attempts to circumvent restrictions. Regularly update your block criteria based on new insights.

Customer Support

Maintain a positive atmosphere by ensuring your support team is prepared to address concerns from other customers about widespread blocks.

Legal Considerations

Always comply with privacy and data protection laws applicable in your jurisdiction. Ensure that the blocking process does not violate customer rights.

FAQs

Can a blocked customer still access my website?

  • A blocked customer can’t access your store based on the applied block criteria (e.g., IP, email). However, through VPNs, they may bypass certain restrictions.

Can I unblock a customer?

  • Yes, simply remove the criteria (e.g., delete email from block list) causing the block.

Will a blocked customer know they’ve been blocked?

  • No direct notifications are sent. They will likely infer it due to site access issues or order failures.

Conclusion

Blocking customers on Shopify is a last resort but a necessary step to protect your business. By identifying problematic customers and using the appropriate tools, you can maintain a secure and reputable store. While blocking safeguards your interests, always strive for clear communication and resolution attempts before taking this step. Remember, a well-managed store fosters both happy customers and a healthy bottom line.