Outline
Overview
- Skio has 2 fraud settings to help limit fraud on subscriptions orders: Order limits and customer backlisting
- Spending limits: Configure spending limits on how much revenue a customer (subscriber) can process in a set interval across all their subscriptions; eg "limit renewals to $500 in a 30 day window"
- Customer blocklist: Block customer emails to disable their customer portal and prevent new subscriptions from being created
- Note: These fraud tools are meant to be supplemental to Shopify fraud tools and 3rd party tools such as NoFraud - this is not meant to replace other fraud services
How to setup
Spending limits
In your Account > Settings > Billing & orders page in the Skio app, toggle on the "enable spending limits" setting and configure your own spending limits per customer. This setting applies to customers or subscribers and not individual subscriptions to provide a wider net to capture potential fraud.
- Spending limit: The currency limit for total revenue allowed to process in the window
- Interval count: The count of intervals for the spending limit window
- Interval: The interval used for the spending limit; available options: days, weeks, months
If the customer exceeds the spending window, their next queued order will be silently skipped without sending any notifications to the subscriber.
Customer blocklist
Under the Tools section in the sidebar in the Skio app, there is a new Customer Blocklist page to block customer emails if they are known fraudsters. Simply search the customer email and click "add to blacklist".
After a customer email is added to this blocklist, they will still be able to log into their customer portal but not process ANY orders - even if they try to change their customer email. We use the current customer email to identify the subscriber ID and block the subscriber regardless of any future changes they try to make. We intentionally make it seem like there's nothing wrong with the subscription for the blacklisted account to prevent the user from attempting fraud with a new account.
Recommendations
These tools are meant to be a supplement to other fraud tools and not meant to be your only fraud protection tool. Skio cannot replace your current fraud tools and we highly recommend using a 3rd party tool such as NoFraud and working with Shopify to optimize their in-platform fraud tools for your site.
Monitor via a dynamic segment
In the Segments dashboard, you can create a custom dynamic segment to track subscriptions that had an order fail to process because they hit the spending limit using the audit log action "User was not billed because they exceeded the site's spend limit" via the audit log condition.
In the screenshot below, a relative date range is used to track subscriptions that had this audit log trigger in the last 30 days (relative to today) although this can be changed to be over all time. Once the segment is created, you can export the list of subscriptions at any time and use the emails to add to the customer blocklist if you suspect fraud.
FAQs
What happens when a customer is blocked?
- All orders tied to this storefront user (customer) will fail to process in Shopify
- The customer can still log into their customer portal, but we will silently prevent any orders across all of their subscriptions from processing and passing into Shopify
What happens when a customer hits the spending limit?
- Their next order will not successfully process until the spending limit interval has ended
- Once the spending interval has ended, their next order will process as expected
- Note: Their next billing date will not change