Comment bloquer et mettre sur liste noire les clients frauduleux sur Shopify

Quick answer: Shopify has no “block customer” button on a customer’s profile, but it does have two native ways to stop repeat offenders. The Fraud Control app’s checkout rules can block a checkout before it becomes an order, using email, address, or IP filters. Shopify Flow can auto-cancel or hold orders that match your blocklist criteria after checkout. Layer in Chargeflow Prevent to score every order and stop risky ones that aren't on any list yet. Note that Shopify retired its separate Fraud Filter app on January 31, 2025, so blocklist logic now lives in Fraud Control and Flow.

Shopify Steve, un commerçant, écrit sur la communauté « Shopify » : «Nous avons un client problématique avec lequel nous ne souhaitons plus traiter. Existe-t-il un moyen de bloquer ou de mettre sur liste noire des clients dans Shopify? Le filtre anti-fraude ne fonctionne pas, car il autorise les commandes à être passées et nous sommes donc facturés des frais de transaction. Nous avons besoin d’un filtre de blocage ou anti-spam à mettre en place avant le paiement. Quelqu’un pourrait-il nous conseiller ?»

Steve n'est pas le seul à se trouver face à ce dilemme.

Another user named Bribri writes, “I'm in the process of moving my online store to Shopify. After being in business online for 20+ years I have a list of blacklisted/banned customers. Mostly from fraud, chargebacks, jerks, etc, who try to place orders every week. How do I block their name, shipping/billing address, phone number, email etc. from placing orders?”

So today we want to share useful information to help you stop fraudulent shoppers from taking advantage of you, including the pre-checkout blocking option many merchants miss because it lives inside the Fraud Control app rather than on the customer record itself.

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Comment les transactions frauduleuses affectent votre boutique Shopify

Fraudulent transactions can kill your Shopify store, and ecommerce fraud prevention has to cover both the order itself and the customer behind it.

Shopify, comme toutes les places de marché en ligne, ne tolère pas les cas de fraude importante. Elle surveille les commerçants afin de détecter toute fraude excessive. Toute augmentation des statistiques de fraude d'un commerçant entraîne un contrôle renforcé et des amendes.

For example, a high chargeback rate will result in account suspension to protect the platform's integrity. Shopify’s own Fraud Control dashboard grades stores on this basis: a chargeback rate under 0.4% of orders is “good standing,” 0.4%–0.6% is “at risk,” and above 0.6% is “elevated risk,” the tier that draws processor scrutiny. But there are other ways fraudulent transactions affect a merchant’s Shopify store, such as:

• Perte de revenus: les transactions frauduleuses entraînent une perte financière directe, car vous perdez le montant de la vente et devez supporter des frais supplémentaires facturés par les prestataires de paiement.
• Atteinte à l'image de marque: même s'il est difficile de chiffrer précisément le coût de l'atteinte à l'image de marque causée par les transactions frauduleuses, nous savons qu'un taux élevé de transactions frauduleuses nuit à la réputation d'une boutique. Les acheteurs percevront votre site comme peu sûr, ce qui entraînera une chute vertigineuse de votre taux de conversion.
• Coûts généraux excessifs: la lutte contre la fraude nécessite de consacrer des ressources supplémentaires aux ressources humaines et, dans de nombreux cas, à des outils technologiques. Cela entraîne une augmentation considérable de vos frais d'exploitation.
• Cannibalisation des ventes: les commerçants ont constaté que des marchandises volées dans le cadre de fraudes par rejet de débit réapparaissaient sur les marchés secondaires. Les transactions frauduleuses entraînent également des problèmes de gestion des stocks, tels que des écarts, voire des ruptures de stock pour les clients légitimes.
• Défis liés au traitement des paiements: des taux de rétrofacturation élevés obligeront votre prestataire de services de paiement Shopify à vous infliger des pénalités, à augmenter les frais de transaction, voire à résilier votre compte.
• Conséquences juridiques: les transactions frauduleuses peuvent également entraîner des conséquences juridiques dans des cas extrêmes, par exemple lorsque des données à caractère personnel sont compromises de manière excessive. Ou encore si vous ne respectez pas les règles de conformité en matière de paiement.

Cela étant dit, voyons comment bloquer et mettre sur liste noire les fraudeurs sur Shopify.

Comment bloquer et mettre sur liste noire les clients frauduleux sur Shopify

Si vous êtes comme Steve ou BriBri, vous savez que les périodes de forte affluence, comme le Black Friday, le Cyber Monday et les fêtes de fin d'année, s'accompagnent souvent d'une forte hausse des cas de fraude. Je veux dire par là que les chiffres montent en flèche.

Par exemple, TransUnion a indiqué que 3,6 % des transactions mondiales de commerce électronique effectuées pendant la période des fêtes de fin d'année 2023 étaient soupçonnées d'être frauduleuses. Le rapport a également souligné que 2,4 % des transactions réalisées pendant les cinq jours du « Cyber Five » avaient été signalées comme potentiellement frauduleuses.

Here’s how to prevent such losses:

Option 1: Block Checkouts Before They Happen with Fraud Control Rules

This is the closest thing Shopify has to a native “block customer” feature, and it directly answers the pre-checkout problem Steve ran into.

Shopify’s Fraud Control app includes checkout rules that block a checkout from ever becoming an order. It's built in and free on stores using Shopify Payments, in regions where Shopify Payments is supported.

How to Set Up Fraud Control Checkout Rules

1. Go to Apps > Fraud Control in your Shopify admin.
2. Click Rules, then Create rule.
3. Under Checkout conditions, add a filter for the customer’s email, an address attribute (like shipping address or postal code), or an IP address.
4. Save the rule. It activates automatically and starts blocking matching checkouts immediately.
5. Check back periodically. Fraud Control reports how many checkouts each rule has blocked, so you can see whether a rule is working or catching false positives.

A checkout that matches a rule never becomes an order, and the shopper never sees a fraud-specific message, just a generic error, so a blocked customer usually can't tell they've been blocked deliberately. Shopify logs the attempt in your abandoned checkouts, not your order list, which is exactly what Steve wanted when he complained about paying transaction fees on orders he had to cancel anyway.

The limitation: checkout rules only work on the fields you enter, so they only stop identities you already know. A fraudster who switches to a new email, a new IP, or a freight-forwarding address slips through the same rule that blocked their last attempt. Stores running a custom checkout on Shopify Plus through Checkout Extensibility should confirm these rules still fire, since custom flows can skip fields Fraud Control expects.

Option 2: Use Shopify Flow and Fraud Analysis

Remarque : Shopify a mis fin à son application « Fraud Filter » le 31 janvier 2025. Si vous utilisiez les listes de blocage de Fraud Filter, ces règles doivent désormais être recréées dans « Shopify Flow », l’outil d’automatisation gratuit de Shopifydestiné aux forfaits payants.

Shopify Flow is useful when you want to act on an order after it’s placed, for example, tagging a customer, alerting your team, or canceling and restocking automatically, rather than blocking the checkout outright. It watches every new order and can cancel, hold, or tag orders that match your banned-customer criteria (email, phone number, shipping address, or Shopify’s own fraud risk level).

Comment mettre des clients sur liste noire à l'aide du flux « Shopify »

1. Installez « Shopify Flow » depuis l'App Store d'Shopify (gratuit avec les formules payantes).
2. Click “Create workflow” and choose the “Order risk analyzed” trigger. Shopify recommends this over “Order created” because fraud analysis takes a few seconds to finish running after an order comes in.
3. Ajoutez une condition correspondant à votre liste noire : adresse e-mail du client, numéro de téléphone, adresse de livraison ou « Niveau de risque de la commande : élevé » issu de l'analyse anti-fraude intégrée d'Shopify. Vous pouvez enchaîner plusieurs conditions à l'aide de la logique « OU » afin de couvrir l'intégralité de votre liste noire.
4. Ajoutez une action: annuler la commande (avec réapprovisionnement et remboursement facultatif), suspendre le traitement de la commande pour un contrôle manuel, ou ajouter une balise telle que « sur liste noire » afin que votre équipe puisse la repérer.
5. Turn the workflow on and test it with a dummy order. Manual payment capture needs to be enabled, since automatic capture can fire before the workflow has a chance to cancel the order.

Associez vos règles Flow à l'analyse anti-fraude intégrée d'Shopify, qui classe chaque commande en risque faible, moyen ou élevé en fonction de signaux tels que les divergences AVS/CVV, l'emplacement de l'adresse IP et les tentatives de paiement. Les indicateurs de risque élevé s'affichent directement sur la page de commande.

The limitation: Flow acts after checkout, so the order is placed first and canceled after, which still trips the “I paid transaction fees on a canceled order” complaint for some payment setups. Determined repeat offenders also rotate emails, addresses, and devices to slip past static blocklists in either Fraud Control or Flow. Third-party blocking apps on the Shopify App Store can add extra layers of IP-level and address-level blocks, but they share the same weakness: static rules only stop identities you've already seen. For a broader rundown of tools merchants stack on top of Shopify's native options, see this list of Shopify fraud prevention solutions.

Cela nous amène à notre option suivante pour bloquer et mettre sur liste noire les clients frauduleux sur Shopify:

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Option 3: Use Chargeflow Prevent to Stop Fraudulent Purchases

Prevent evaluates post-checkout signals and blocks, pauses, or requires verification for risky orders.

Under the hood, Chargeflow Prevent analyzes device, IP, email, payment, and behavioral signals and produces a single risk score. That score drives rules that automatically cancel high-risk orders, pause orders for manual review, or require verification so legitimate orders move on to fulfillment. The screenshot below shows ChargeScore and state/status tags so teams can prioritize cases and see which orders were paused, canceled, or resolved.

Chargeflow's app on the Shopify App Store provides a more excellent and holistic strategy for managing fraudulent transactions. The automated chargeback solution leverages advanced fraud filtering and identification systems to ensure you don't process transactions that eventually cost you more money.

The app serves as your powerful, ruthless, and reliable linebacker in safeguarding your store from various fraud cases, including bots, chargebacks, fake accounts, payments, phishing, and so on. Unlike a static blocklist, Prevent scores every order, so it catches bad actors you haven't seen before, not just the ones already on your list.

Comment « Chargeflow » protège les commerçants de « Shopify » contre la fraude

Chargeflow is a chargeback and dispute automation solution for eCommerce. It helps eCommerce companies manage disputes and recover lost revenue from fraud perps by automating workflows, providing insights into chargeback reason codes, and disputing chargebacks on autopilot.

Étape 1 : Installation et intégration

La prise en main de l'application native Shopify d'Chargeflowne nécessite aucune procédure compliquée. Une fois l'application installée depuis l'App Store ( Shopify ), le reste est un jeu d'enfant :

• Une intégration fluide en deux clics, sans aucun travail de développement.
• The app fully integrates with major payment service provider options like Shopify Payments, PayPal, Payflow, Stripe, and Braintree, with other integrations in progress. See what data we extract from your system for fraud prevention.
• Assurez-vous que vos collaborateurs disposent des autorisations nécessaires pour accéder sans difficulté à Chargeflow . Ces autorisations comprennent :
  1. Commandes
  2. Clients
  3. Autorisations relatives aux applications et aux canaux de vente - Applications et canaux de vente spécifiques - Chargeflow.

Étape 2 : Analyse comparative pour la gestion des dossiers

Chargeflow securely fetches new disputes and chargebacks in real time from your connected payment processors. This data goes into calculating your ChargeScore®, Chargeflow’s proprietary algorithm for dispute success rate.

Étape 3 : Réponse automatisée aux contestations

Chargeflow automates the response process by generating tailored dispute responses based on the chargeback reason code and extended order insights. This response creation is facilitated by a proprietary framework called ChargeResponse. How ChargeResponse works:

• It links the dispute to its corresponding order data from the merchant’s eCommerce platform.
• It understands the company’s background and the chargeback reason after analyzing the company's expertise and the dispute reason.
• It uses 50+ data points, data enrichment systems, and several other aggregates to cross-reference relevant data.
• It analyzes the merchant’s policies and terms and provides the right sections that support the compelling evidence and improve its winning chances.
• Most importantly, the unique and powerful Machine Learning Algorithm keeps learning from your processes to maximize outcomes.

Your account's Dispute Expert double-checks the dispute response before our systems send it to the bank to ensure the best outcome. The result is usually a 75% average dispute win rate, unlike the industry’s average of ~12%!

Chargeflow has also added additional services like Chargeflow Alerts and Chargeflow Insights to help merchants deal with payment fraud.

Chargeback prevention alerts notify you of incoming disputes, so you can preemptively stop them. Chargeflow Insights enables businesses to dive deep into their data and uncover actionable insights. It gives you a 360-degree view of your post-transaction data.

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Blocking a Future Order Is Not the Same as Winning a Dispute

Merchants often assume that once a fraudulent customer is on the blocklist, the problem is handled. It isn't, and the distinction matters for how you spend your time.

Blocking, whether through Fraud Control rules, Shopify Flow, or Chargeflow Prevent, only stops that identity from completing a new order. It does nothing for a charge that customer already placed and is now disputing with their bank. A chargeback is a separate process that runs through the card network, not through your Shopify admin, so blocking the customer's email the same afternoon they file a dispute will not make that dispute go away. You still have to respond to the bank with evidence before the deadline, regardless of whether the customer is blocked going forward.

This split also explains why blocklists alone don't fix friendly fraud. A customer who genuinely received the order but disputes the charge anyway isn't stopped by a better blocklist; they're stopped by compelling evidence in the dispute response. Treat blocking and dispute response as two separate workflows that happen to share the same list of bad actors.

What Actually Makes a Blocklist Entry Effective

BriBri's question above, "how do I block their name," points to the most common mistake: building a blocklist around identifiers that are trivial to change. A name typed into a checkout field isn't verified against anything, so a blocked customer can place their next order as "Jon Smyth" instead of "John Smith" without any extra effort. The table below ranks common blocklist data points by how hard they are for a repeat fraudster to fake or rotate.

The practical takeaway: a rule built on a single identifier, especially name or email alone, is easy to route around. Combine at least two or three of these signals in your Fraud Control or Flow rules, and let a risk-scoring layer like Chargeflow Prevent catch the device- and behavior-level matches that a manual blocklist can't encode.

One more wrinkle worth planning for: fraud is no longer only a human problem. As AI shopping agents start placing orders on a customer's behalf, a blocklist built around one person's typing habits or browser fingerprint may not catch the agent acting on their instructions. Merchants who sell through AI-mediated checkout should get ahead of AI agent chargeback liability questions and review the evidence requirements in this agentic commerce chargebacks playbook before it becomes a live dispute problem.

Comparaison des options de blocage sur Shopify

FAQ sur le blocage des clients sur Shopify

Peut-on bloquer un client sur Shopify?

There's no "block customer" button on a customer's profile, but Shopify's Fraud Control app can block a checkout by email, address, or IP before it ever becomes an order. You can also use Shopify Flow to auto-cancel orders matching a blocklist, install a third-party blocking app for extra IP-level blocks, or use Chargeflow Prevent to automatically stop risky orders before fulfillment.

Comment puis-je empêcher quelqu'un de passer commande sur ma boutique Shopify ?

Go to Apps > Fraud Control in your Shopify admin, click Rules, then Create rule, and add a filter for the customer's email, address, or IP. That checkout will be blocked before it becomes an order. For after-the-fact cancellation instead, create a Shopify Flow workflow with the "Order risk analyzed" trigger, add matching conditions, and set the action to cancel the order automatically.

Shopify propose-t-il toujours l'application « Fraud Filter » ?

No. Shopify retired the Fraud Filter app on January 31, 2025. Blocklist logic that used to live in Fraud Filter now belongs in the Fraud Control app's checkout rules (for pre-checkout blocks) and Shopify Flow (for post-checkout automation, including risk-level conditions).

Comment puis-je empêcher les commandes frauduleuses sur Shopify?

Combine three layers: Fraud Control checkout rules to block known bad actors before checkout, Shopify Flow with fraud analysis to auto-cancel anything that slips through, and a risk-scoring tool like Chargeflow Prevent to catch new fraudsters your blocklist has never seen. Chargeflow Alerts and Automation then prevent and recover the chargebacks that slip through.

Puis-je bloquer une adresse IP sur Shopify?

Yes. Fraud Control's checkout rules support IP address filters natively, so you can block a checkout from a specific IP before it becomes an order, no third-party app required. Keep in mind fraudsters switch IPs easily with VPNs and mobile networks, which is why pairing IP rules with email and address filters, or with signal-based risk scoring, catches more repeat fraud than IP blocks alone.

Does blocking a customer cancel their existing chargeback?

No. Blocking only stops that identity from placing a new order. A chargeback on an order that was already placed has to be answered directly with the card network, with evidence submitted before the bank's deadline, regardless of whether you've since blocked the customer.

Layering Shopify's Tools with Chargeback Protection

Managing fraud is an increasing concern for eCommerce merchants, and the fraud landscape is constantly shifting. Effective fraud mitigation demands proactive measures and usually involves multiple strategies working together, not one setting you flip once. Fraud Control rules stop known bad actors before checkout, Flow cleans up what slips through, and neither one touches a dispute that's already been filed.

Several Shopify merchants have found success pairing Shopify's built-in tools with Chargeflow's automated chargeback solution. Chargeflow ensures that false and fraudulent transactions don't come back to hurt your balance sheet, and when a dispute does land despite your blocklists, you can respond to it on autopilot instead of losing the revenue by default. Chargeflow's success-based pricing means you pay only for won cases. Here's how to get started.