Block list
The block list stops returns for things you never accept back. Examples are final-sale items, gift cards, a customer you've had problems with, or orders shipped to a certain country.
To open it, go to Settings → Return policy and click Manage on the Blocked returns card. The card shows how many rules are active.
Block types
There are two kinds of block. Item blocks stop single items. Order blocks stop a whole order.
Item blocks
An item that matches is marked Non-returnable items on the return page. Other items in the same order can still be returned.
| Block type | What you enter | How it matches |
|---|---|---|
| Product name | The product title, for example "Gift card". | The full title, ignoring upper and lower case. |
| SKU | A SKU, for example "FINAL-SALE-01". | The full SKU, ignoring case. |
| Product tag | A product tag, for example "final-sale". | Any tag on the product, ignoring case. |
| Product type | A product type, for example "Underwear". | The full product type, ignoring case. |
| Collection | A collection ID. | Products in that collection. |
| Discounted items | Nothing. | Every item sold at a discount. |
Order blocks
When an order matches, every item in it is marked Does not comply with the return policy.
| Block type | What you enter | How it matches |
|---|---|---|
| Customer email | An email, for example "someone@example.com". | The email on the order or customer, ignoring case. |
| Customer tag | A customer tag, for example "no-returns". | Any tag on the customer, ignoring case. |
| Order tag | An order tag, for example "wholesale". | Any tag on the order, ignoring case. |
| Country | A 2-letter country code, for example "US". | The country of the order's shipping address. |
Add a block
- Click Add block at the top of the page.
- Pick a block type from the menu.
- Enter the value. For Discounted items there's nothing to enter: "Items sold at a discount can't be returned."
- Click Add.
You'll see Block rule added. Values can be up to 255 characters. Country codes are saved in capitals. If the same type and value already exist, you'll see "This is already on your block list."
Blocking several values
Each block holds one value. To block three tags, add three Product tag blocks.
Find and remove blocks
The table shows Block value, Type and Date added for each rule.
- Tabs. Block rules shows everything. The next tabs show Collections, Countries or regions, Customer email and Discounted items. The other types are under More views. Each tab shows its count.
- Search. Type in Search to filter by value.
- Paging. Choose 10, 20 or 50 rows per page and use the arrows to move between pages.
- Remove. Click the delete icon on a row. The block is removed right away.
How blocks affect the return page
Blocks apply the moment you add them, to every order customers look up.
- Blocked items are listed separately and can't be selected.
- If nothing in the order can be returned, customers see "The items in this order are not eligible for return."
- Removing a block makes the items returnable again, as long as they meet your other rules, such as the return window.
Blocks and the return window
A block doesn't replace the return window. Falcon checks payment, refunds, order blocks, fulfillment and the window before item blocks. The customer sees the first reason that applies.