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Guide to Merchant Risk Management

The Merchant risk management app helps you manage customer information (including phone number, email address, name, order ID, address, and notes), allowing real-time monitoring of orders placed in your store. You can intercept orders from blacklisted users, making your business safer and more secure from malicious inventory hoarding, fraudulent complaints, abusive refund requests, and malicious reviews.


In This Article



Enabling and Disabling the Merchant Risk Management App

Enabling Merchant Risk Management

  1. Installed the Merchant risk management app through Apps > App Store > Merchant risk management.


  2. Access it through Apps > My Apps.


Disabling Merchant Risk Management

To disable Merchant risk management, go to Apps > My Apps > Merchant risk management > App. Click ... and select App removal, then confirm to remove it.

Once removed from My Apps, the Merchant risk management app will be closed. Remember to clear the list data before removing the app.

You can reopen Merchant risk management at any time, and the existing data will be retained.




Blacklist Management

Blocked users will be unable to place orders in the store. If you need to allow a blocked user to place orders again, you must delete their information.

Blocking users

  1. On Blacklist management, click Add parameter, input the corresponding parameters, and check the trigger conditions.


  2. You can also batch import parameters by downloading, filling, and uploading a template.


  3. Additionally, you can block users in Customers > Customers > Customer details, which adds their information to the order blacklist.


Removing the Merchant Risk Management

  1. You can delete parameters in the app.

  2. You can also go to Customers > Customers > Customer details to unblock users and remove their information from the blacklist.



Considerations of Blacklist Management

Blocked users can’t place orders in the store. It is to help combat malicious inventory hoarding, fraudulent complaints, abusive refund requests, and malicious reviews. Here are some points to consider:

  • Current parameters only support phone numbers, email addresses, names, order IDs, addresses, and notes.
  • Make sure to check trigger conditions when adding parameters.
  • Use IP parameters with caution, as they apply to all users under the corresponding IP address.
  • To restore normal ordering for a user, simply delete their information.
  • Before disabling the blacklist management, make sure to delete blacklist data beforehand.



Rule Management

Rule management lists potential abnormal buyer behaviors. By setting rules and decisions, sellers can promptly intercept or receive notifications when such behaviors occur.

  1. In Rule management, click Add rules and select the preferred rule and decision.

    The decision includes 2 types: 
    • Mark: The buyer’s behaviors will not be affected, but the store owner will be notified immediately via email. Set the email address in the Notification email settings to receive these emails.
    • Intercept: The buyer's current behavior is blocked, but subsequent similar behavior is unaffected.
  1. After clicking Save, the rule package will appear in the list with a status of Valid. You can edit or delete the rule by clicking the corresponding icon button in the action column.
  2. Check all behaviors matched with the rules in the Order Log.



Considerations of Rule Management

Rule management is designed to handle buyer‘s risky behaviors and is primarily applied to scenarios such as ordering, registration, and login. Here are some points to consider:

  • You can create up to 5 rule packages, and decisions within each package do not affect others.
  • Each rule package can include a maximum of 3 rules; the decision will only be applied only when all selected rules are matched.
  • If SHOPLINE adjusts the rules, the status of your rule package may become invalid, and you will receive an email notification. To resolve this, simply reset the rule and decision.
  • Current rules support scenarios involving ordering, registration, and login. Stay tuned for updates on additional scenarios.


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