Blacklist

Purpose

Our automation system will automatically blacklist a customer if they are declined more than 5 times in 24 hours. If we talk with them and confirm they are a real customer, this is the process to remove them from the blacklist system.

What You Need

• Google Sheets – Tracking sheet – Blacklist Automation tab

Step-by-Step

1. How the automation works: this system will automatically blacklist a customer if they are declined more than 5 times in 24 hours. It also saves their email, phone, and address, and will blacklist them again on the first attempt if they try to pop up under a different name or address.

2. If we talk with them and confirm they are a real customer, follow the process below to remove them from the blacklist system.

3. Go to the Blacklist Automation tab on the tracking sheet.

4. Press Ctrl + F to search for their email address or order number.

5. Once you find their row, go to the “Clear Blacklist” column and set the drop-down to “Clear”. Within 5 minutes, the automation will see it, unblacklist them in Sticky, and also clear the blacklist data so they aren’t instantly blacklisted again.

Purpose

Use when there are suspected fraudulent orders that keep coming through and it appears that someone is just trying different IDs or card numbers.

What You Need

• Sticky.io

Step-by-Step

1. Important note: Before unblacklisting a customer in Sticky, search for them on this sheet to see if they have been added by the blacklist automation. If they are on the sheet, you can’t just unblacklist them in Sticky because the system will blacklist them again. Use the instructions in the Blacklist Automation SOP to clear their blacklist data.

2. Sign into Sticky.io.

3. Go to Customers > Orders.

4. If the orders are declined, click the “All” tab at the top so you can see them. Set the search elements if needed.

5. Check the boxes for the orders that are suspected of fraud, and click Blacklist Orders. The user email connected to those orders will be blacklisted.

6. To un-blacklist, go to Customers > Blacklist.

1. Search for the customer in the list if needed, then click the 3 dots > Delete. This will allow them to order again.