With Returnflows you can now block specific customers from using returns, complaints or Instant Exchange. This gives you control over customers with suspicious or abusive return behavior.
🎛 How do I blacklist a customer?
You can blacklist a customer directly from a return via “Return Details”.
Open a specific return
Click “More actions” → “Blacklist customer”
Choose what you want to block the customer from:
❌ Disallow Return
❌ Disallow Complaint
❌ Disallow Instant Exchange
Choose a reason and optionally add an internal note
Click “Save”
🔍 What happens when a customer is blacklisted?
🔐 Return / Complaint is blocked
The customer sees an error:
“You are currently not allowed to return. Please contact customer service.”Applies to both returns and complaints
🚫 Instant Exchange is blocked
Customer cannot choose exchange in the return portal
No Instant Exchange labels are created
Returned items stay “On Hold”, even after drop-off
Return Timeline shows: “Instant exchange actions skipped”
📊 Customer blacklist overview
See all blacklisted customers under:
Settings → Analytics → Customers
You’ll see:
Customer details
Number of returns
Total return value
Blacklist status
Actions (edit/remove)
🧠 When should I use blacklist?
Customers with excessive return activity
Suspicion of gift card or Instant Exchange abuse
Incorrect returns without documentation
Repeated return of damaged goods
📝 Internal documentation
When blacklisting, you must:
Choose a reason (for reporting)
Optionally add an internal note
This allows you to track and document customer patterns.
🤔 FAQ
Can I remove a customer from the blacklist?
Yes – click “Unblock” on the return or from Analytics > Customers
Will the customer be notified?
No – they will simply be prevented from completing the return
Can I block just Instant Exchange?
Yes – you control what to restrict
💬 Need help?
Got questions or want help with your return policy or strategy?
Start a chat with us – we’re happy to help.