Customer Bans

Block problematic customers from making purchases.

When to Ban Customers

Common reasons for banning:

• Chargeback abuse
• Refund fraud
• Terms of service violations
• Harassment of staff
• Fraudulent purchases
• Sharing/reselling purchases

Creating a Ban

1. Go to Customers > Bans
2. Click Create Ban
3. Configure the ban

Ban Types

Type	Description
Email	Block a specific email address
IP Address	Block a specific IP address
Discord Username	Block a specific Discord username
Game Identifier	Block by in-game username (per game type)
Customer	Block a specific customer account

Ban Settings

Setting	Description
Type	What to block (email, IP, etc.)
Value	The email/IP/domain to block
Reason	Internal note about why banned
Duration	Permanent or temporary
Expires	When ban expires (if temporary)

Ban Behaviors

What Banned Customers Can't Do

• Complete checkout
• Create new accounts
• Make purchases
• Use guest checkout

What Banned Customers Can Still Do

• Browse the store
• View products
• Add items to cart (they'll be blocked at checkout)

Managing Bans

View All Bans

See active bans in Customers > Bans:

• Ban type and value
• Reason
• Created date
• Expiration (if temporary)
• Created by (team member)

Search Bans

Search by:

• Email address
• IP address
• Domain
• Reason

Edit Ban

Modify an existing ban:

• Change duration
• Update reason
• Convert temporary to permanent

Remove Ban

To unban someone:

1. Find the ban in the list
2. Click Remove Ban
3. Confirm removal

The customer can now make purchases again.

Temporary Bans

Set bans to expire automatically:

Duration	Use Case
24 hours	Cooling off period
7 days	Minor violation
30 days	Moderate violation
90 days	Serious violation
Permanent	Severe/repeat violations

Temporary bans automatically lift when they expire.

IP Address Banning

Finding IP Addresses

Customer IPs are logged:

• In order details
• In customer profile
• In activity logs

IP Ban Considerations

• VPN users may bypass IP bans
• Shared IPs (cafes, universities) may affect innocent users
• IPs can be dynamic (change over time)
• Use IP bans in addition to email bans

IP Ranges

Block entire IP ranges for serious cases:

• Format: 192.168.1.0/24
• Blocks 256 addresses
• Use carefully (may affect many users)

Ban Notifications

Internal Notifications

Team receives alerts when:

• Someone is banned
• Banned user attempts purchase
• Ban expires

No Customer Notification

Banned customers are not notified:

• They see a generic error at checkout
• No "you are banned" email
• Prevents retaliation/harassment

Activity Logging

All ban actions are logged:

• Who created the ban
• When it was created
• Reason provided
• Any modifications
• When removed and by whom

Best Practices

Documentation

Always include a reason:

• What they did
• When it happened
• Order number if relevant
• Any communication

Proportional Response

• First offense: Warning or temporary ban
• Repeat offense: Longer ban
• Serious offense: Permanent ban
• Chargeback fraud: Permanent ban

Regular Review

Periodically review bans:

• Are they still necessary?
• Have circumstances changed?
• Should temporary bans be extended?

Appeal Process

Consider having a way for customers to appeal:

• Contact form
• Email support
• Review on case-by-case basis