Block, unblock or trust a customer

Block a customer

1. Open Orders → Customers, or open a dispute case and use More → Block customer. (Block and cancel are on the case page, not the Disputes list.)
2. Find the customer and click Block.

What happens:

• The customer is blocked inside Verdikx.
• Their open orders from the last 60 days (up to 25) get the tag verdikx-blocked-customer in Shopify and are held for your review, and new orders get the tag and the hold when they are screened (order screening, Growth and up). Without order screening, only the open orders are tagged: new orders are not tagged or held. You decide whether to cancel any of them; Verdikx never cancels on its own.
• Verdikx never edits the customer record in Shopify.

Tagging needs Verdikx's order write permission in Shopify. If it's missing, the customer is still blocked in Verdikx and you'll see a notice.

Unblock a customer

Click Unblock. Verdikx removes the blocked tag from their recent orders, lifts the holds it placed because you blocked them (a hold that the High-risk hold, a risk rule or a blocklist entry also needs stays), and puts back the risk level they had before you blocked them. Unblocking doesn't mark them trusted. (A customer blocked before Verdikx kept their earlier level goes back to Moderate.)

Mark a customer as trusted

Click Mark as trusted. Their risk is set to low and any blocked tag is removed. It takes effect at once with no confirmation, because you can block them again at any time.

Orders from customers you block

Verdikx never cancels an order on its own. When you block a customer, their open orders from the last 60 days are screened again and held for your review, and orders they place next are held when they are screened (order screening, Growth and up). A hold needs Verdikx's fulfillment-hold permission in Shopify; if it's missing, or there's nothing left to hold, the alert says so. To cancel, use Cancel, refund and restock on the alert, or open the order and click Cancel order or Cancel, refund and restock; each asks you to confirm. To let it ship, release the hold. On Starter (no order screening), blocking tags their open orders but their new orders are not tagged or held. A hold you release is never placed again. Customers Verdikx flags on its own are tagged for your review (High-risk orders are held by default).