How to handle rogue customers creating accounts but not buying on my online store?

Store Feedback
1

Just to set the context: we are definitely non-techie and after our one shop was created it has worked satisfactorily for some time - while we forget everything we learned about creating it in Shopify.

We now have multiple unknown customers creating accounts but not buying anything, about 2,000 to date and at a rate of tens every day. This is resulting in complaints from all over the world that we are spamming or have a data breach (not so as we have no idea who these email addreses belong to so they cannot have come from us.)

We’ve used the online chat support but do not have the expertise to understand what we are being asked to do. This looks like a Shopify problem to us as this is only possible through the Shopify software of the shop.

How do we escalate this to a responsible human being at Shopify who can deal with it ?

Regards

2

Hi @Bravos

To address rogue customer account creation on Shopify and escalate your issue, follow these steps:

1-Enable CAPTCHA on Account Creation:

  • Go to Settings > Checkout in your Shopify admin.
  • Under the “Customer accounts” section, enable CAPTCHA to deter bots.

2-Restrict Account Creation:

  • Navigate to Settings > Customers.
  • Set “Customer accounts” to optional or required only for purchases.

3-Block Spam IPs:

  • Check your store’s activity logs for suspicious IPs and block them via a third-party app like IP Blocker.

4-Contact Shopify Support:

  • Visit Shopify Support and request to escalate the issue to their Technical Team. Clearly explain:
  • The volume of rogue accounts.
  • The associated complaints and operational impact.

5-Request Shopify Fraud Analysis:

  • Ask for an audit of your account activity for unusual patterns to identify potential spam sources.

6-Third-Party Apps:

  • Consider using apps like Shopify Flow or ReCAPTCHA Spam Protector to automate blocking bots and spammers.

These steps should mitigate the issue and help escalate it to someone who can provide a resolution.

If you have other questions, feel free to ask, and I will answer them as well.

Best regards,
Daisy