Issue: A merchant wants to prevent future purchases from a legitimate customer with dementia at the family’s request. They can refund orders but are concerned about losing nonrefundable credit card fees and do not want to mark the customer as fraudulent.
Recommended approach: Use Shopify’s free Fraud Filter app or a third‑party fraud app to set rules that block the customer’s checkout or automatically cancel any order they attempt. These rules can be removed later and do not permanently flag the customer as fraud.
Clarification: Fraud Filter is a rule‑based tool that can target specific identifiers (e.g., email, address) to block or cancel orders, protecting the store from processing them while keeping the customer’s status unchanged.
Status: No final resolution reported. A practical, reversible tool‑based solution was proposed; the thread appears open pending the merchant’s implementation or further feedback.
Does anyone know how to block a purchase from a legitimate customer who has dementia? These are not fraudulent purchases, but a family has made me aware of the parent’s condition and has asked me not to let future purchases go through. I completely understand this and respect their concern and quandary.
I can easily refund purchases, but now that cc co’s are keeping their fee, I’m going to be left with losing the fee with any future purchases. But I don’t want to report this person as a fraudulent customer.
The only way that I know of to block a customer from making a purchase or automatically cancel any orders they attempt to place is by using a tool like Shopify’s free Fraud Filter app, or one of the third-party fraud apps.
I appreciate that you don’t want to report them since they aren’t actually placing “fraudulent” orders. While these apps will allow you to set rules that can block a customer or cancel their orders, these settings can be removed. Rest assured that you aren’t taking any permanent action against the customer—the setting would only be protecting your store from processing their orders.