Merchant Risk Management: Setting Up and Using Blacklists & Rules

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.

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.


 

Managing Buyer Blacklists

After a buyer is added to the blacklist, SHOPLINE blocks the buyer based on the specified matching criteria, preventing them from logging in, signing up, or placing orders in your store.

To restore the buyer's access, delete the corresponding blacklist entry.

Adding a Buyer to the Blacklist

On the Blacklist management page, you can add buyers to the blacklist using different match types. The following six match types are currently supported:

• IP address
• Email address
• Phone number
• Name
• Shipping address
• Customer note

This section uses IP address as an example.

1. From the Blacklist management page, click IP address under Blacklist match type.

   

2. In the pop-up window, configure the following settings:

   • Applicable scenarios: Check the scenarios in which the blacklist should take effect.
   • IP address details: Select Exact IP matching or IP segment, then enter the corresponding IP address.
   • Notes (Optional): Enter a note to record the reason for adding the blacklist entry.

   

3. Click Confirm.

After the blacklist entry is added, users matching the specified criteria will be blocked from performing actions in the selected scenarios.

Note: You can also add a customer to the blacklist from the customer details page. Go to Customers, open a customer's details, then click Add to blacklist. The customer's information is automatically added to the order blacklist.

 

Bulk Importing Blacklist Entries

All match types support bulk import.

1. In the corresponding match type dialog, click Batch import.

   

2. Click Batch import template to download the import template.

   

3. Fill out the template. Enter one record per line.
4. Upload the completed file to import the blacklist entries.

Removing a Buyer from the Blacklist

After a blacklist entry is removed, users matching the corresponding criteria regain normal access.

1. From the Blacklist management page, locate the blacklist entry under List.

2. Click the trash icon in the Options column.

   

3. In the pop-up window, click Delete to confirm. 

The blacklist entry is removed immediately.

Note: You can also remove a customer from the blacklist from the customer details page. Go to Customers, open a customer's details, then click Remove from blacklist. The customer's information is automatically removed from the order 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.
• The blacklist can each contain up to 2,000 entries. If you need a higher limit, please contact SHOPLINE Customer Support.
• 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.

2. 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.
3. 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.