Blocklist and allowlist

Blocklist

An order with a card, IP, email, customer or phone on the blocklist is cancelled however clean it looks otherwise. An address on the blocklist only holds the order for you, because everyone who lives or works there shares it. A blocked IPv6 address covers its whole /64 network, since one home or phone is given a whole /64 to rotate through.

• Automatic entries. When an order scores 80 or more in enforce mode, its card, IP, email and customer are blocked for 30 days.
• Your own entries. On the Blocklist page, add an email, IP, phone number or customer ID, for 7 days, 30 days or permanently, with a note. From an order's details you can block everything about it at once.
• Removing. Select entries on the Blocklist page and remove them. Allowlisting an order's card and customer lifts their entries too.

IP addresses are the entries most likely to catch the wrong person: offices, schools and mobile networks put many people behind one IP. If a blocked order turns out to be genuine, remove its IP first.

Allowlist (known-good customers)

An allowlisted order is still scored, but never cancelled: at most it's held for you to review. The allowlist wins over the blocklist.

• Automatic. A customer with at least 2 earlier orders that were paid, fulfilled and are older than 30 days, with no dispute on any of their orders, counts as known-good. Shopify only shows the app the last 60 days of a customer's orders.
• Yours. In the review queue, Add card and customer to allowlist on an order, or select several orders and choose Allowlist.

Support

Use the contact details on the app's Shopify App Store listing. Include your store's address (yourstore.myshopify.com) and the order number if it's about an order.