This guide will explain how to block fraudulent customers who repeatedly sign up.
We can block the customer using one of the following:
- Email address
- Email Domain (a business domain, NOT a generic domain e.g hotmail, gmail)
- Bank Account ID (existing mandate required)
How to find a Bank Account ID:
In the GoCardless Dashboard go to the Customers page and click into the relevant customer. Scroll down to the Bank accounts section and click into the bank account. At the top of this page, you will see Bank account ID which starts BA000….
When should the block be used:
The block can be used for customers who chargeback payments or have a large amount of failed payments. The block should be used in instances where these customers have created multiple mandates and are taking advantage of your services without paying.
How to block a customer:
Up to 1000 customers can be blocked at once. This can be done by sending a CSV file to help@gocardless.com
Column headings: block_type, resource_reference, reason_type, reason_description
Block_type
The type of entity that the block should match against.
Values:
- email_domain
- bank_account
Resource_reference
The value that needs to be blocked
Full email address: hi@gocarldess.com
Email domain: goardless.com (If you block a domain such as email.com all payers who put in an email address from that domain will be blocked. Normally this is used to block emails from disposable email domains).
Reason_type:
- identity_fraud
- no_intent_to_pay
- unfair_chargeback
- other
Reason_description:
This field is only required if the reason type is set to ‘other”. It should be a description of the reason why you wish to block the customer.
What will the customer see:
The customer will set up the mandate as normal and the setup will appear successful. They will receive an email around 30 minutes later to let them know the mandate setup was not successful.
Can a block be disabled/removed after it has been created?
Yes if a customer is blocked in error, our support team can disable the block. Contact help@gocardless.com for assistance.
Will any existing mandates that match the blocked details be cancelled when a block is created?
Existing mandates will not be impacted, they should be cancelled via the Dashboard. Blocking only impacts future mandate signups.