Examine your transaction feed to understand order status, shopper history, and approval decisions. This guide applies order rejection reasons and the fraud review process to common investigation scenarios.

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Determine if a shopper is blocklisted

When a shopper is blocklisted, orders move to Permanently Rejected without email notifications to your team. Verify blocklist status through transaction history.
  1. Log in to the Merchant Dashboard.
  2. Go to Transactions.
  3. Open the transaction you are investigating.
  4. Copy the shopper email address and close the detail view.
  5. Paste the email into the search bar.
  6. Open Status filters and enable Failed Authorization or Permanently Rejected.
  7. Find the most recent failed transaction in the shopper history.
  8. Open that transaction and review the Reason in the Risk Score section.
If the reason references a lost or stolen card, the shopper was likely blocklisted automatically. That explains Permanently Rejected orders without extra alerts.

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Lost or stolen card example

Risk score showing lost or stolen card rejection