How to block fake orders by phone number or IP

Getting fake orders from the same person again and again? Block their phone number or IP address. Blocked people can still look at your store, but they can’t place orders on your store or through AI chat. EcomUp can also warn you when many orders come from one place in a short time.

Before you start

• To block or unblock, your role needs permission to edit orders.
• An IP address is the internet address of the shopper’s device. Only orders from your online store have one.
• Mobile networks share one IP between many people. Block an IP only for clear abuse, or block the phone number instead.

Block a phone number or IP from an order

1. Go to Orders and click the fake order.
2. Next to the phone number, click Block number.
3. For a store order, you can also click Block IP in the order’s origin box.

   

Block from the Blocked list

1. Go to Orders and click Blocked at the top.
2. Choose the IP addresses or Phone numbers tab.
3. Type the IP address or range (for example 103.12.34.56, or 103.12.34.0/24 for a range), or the Phone number (for example 01712345678).
4. Optional: add a Reason (optional), for example “Fake orders”.
5. In Block for, choose 1 day, 7 days, 30 days or Until I unblock it.
6. Click Block.

   

To remove a block, find it in the list and click Unblock.

Get warned about repeat orders

1. On the Orders page, click Settings.
2. Under Fake-order protection, set Repeat orders: flag orders when a number of orders come from one IP address, or go to one phone number, within a number of hours. The default is 3 orders in 24 hours.
3. Click Save.

   

Flagged orders still go through. They get a “Same IP” or “Same phone” warning. When this happens, an orange banner on the Orders page says how many orders may be fake. Click Review, or use the Suspicious filter. Open an order and click Looks fine if it’s real, or block it.

Tips

• Phone numbers are matched however they are written: 01712…, +8801712… or 8801712….
• A temporary block (1 or 7 days) is often enough, because mobile networks change IPs.
• The widest IP range you can block is /16. A /24 range blocks 256 addresses.
• The phone check covers every order. The IP check covers store orders only.
• Before shipping a COD order, run a courier fraud check too. See Check a customer for fraud.

Troubleshooting

“Enter an IP address (103.4.5.6) or a range (103.4.5.0/24).”

The IP isn’t in the right format. Copy it from the order’s details instead of typing it.

“That range is too wide. Block /16 or smaller so real customers on the same network can still order.”

Use a smaller range, like /24, or block the single IP.

“Enter a phone number, e.g. 01712345678.”

Type a full phone number.

A blocked customer sees “We couldn't place this order. Please contact the store.”

This is what blocked people see when they try to order. If you blocked someone by mistake, unblock them in Orders → Blocked.

Related articles

• Check a customer for fraud before shipping
• Manage your orders
• Store traffic