Frequently Asked Questions

Answers to the questions merchants ask us most about Avada Fraud Filter.

Rules Not Blocking

I created a rule but visitors from that country still get through.

Check these in order:

1. The app is active on the home page.
2. The rule is enabled and saved, and its action is Block, not Whitelist.
3. No whitelist rule overlaps it. Whitelist rules take priority, so a whitelisted IP inside a blocked country still gets in.
4. You are testing from an address that actually resolves to that country. Your own VPN or a cached page will give a misleading result. Test in a private window.

See Block Visitors by IP, Country, or Location.

Blocked visitors still show up in my analytics.

That is expected. Visitor analytics records the visit and then the outcome, so a blocked visit appears in the log with a blocked status. Use the blocked-traffic filter to separate them. See View Visitor Analytics & Blocked Traffic.

My email, phone, or name rule doesn't stop the order.

Checkout rules are matched against what the customer actually types at checkout. A rule on a phone number only matches the format the customer enters, so add the variants you see in real orders. Confirm the rule is saved and enabled, then place a test order using the exact value. See Block Fraudulent Customers at Checkout.

Bot and VPN blocking isn't catching anything.

Bot, VPN, and proxy detection needs a valid VPNapi.io API key entered in the app. Without a working key, there is no lookup to block on. See Block Bots, VPNs & Proxy Traffic.

Order Protection

How is the risk score calculated?

From eight factors evaluated after the order is placed. Each contributes to a single score you can filter and sort on. See Understand Risk Scores & Risk Factors.

Can the app cancel risky orders for me?

Yes, above a threshold you set. You can also auto-tag orders, push the assessment into Shopify Admin, and get an email alert instead of cancelling. See Automate Order Actions.

Does order protection block the order before payment?

No. Order risk analysis runs on orders that already exist. To stop a shopper before checkout completes, use blocking rules instead.

Block Page

Can I use my own logo and colors on the block page?

Yes, including custom CSS. See Customize Your Block Page.

I blocked myself by mistake. How do I get back in?

Add your own IP as a whitelist rule from another device or network, or ask support to clear the rule. See Whitelist Trusted Visitors.

Billing

How much does the app cost?

Nothing. See Plans & Pricing.

Still Stuck?

Open the live chat inside the app and send the rule name, the visitor IP or order number, and roughly when it happened, so we can trace the exact request.