The Balance Challenge
Security measures that block fraud can also block legitimate customers. Finding the right balance is crucial.
Common Causes
Overly Aggressive Blocking
- Too many countries blocked
- VPN blocking affecting travelers
- Broad IP ranges catching innocents
Geographic Mismatch
Customers traveling or:
- Using corporate VPNs
- Living near borders
- Having misattributed IPs
VPN Legitimate Use
Some real customers use VPNs:
- Privacy conscious
- Corporate requirements
- Restrictive locations
Diagnosing the Problem
Check Your Rules
Review what you’re blocking:
- Are blocked countries actually high-fraud?
- Is VPN blocking too aggressive?
- Are IP blocks too broad?
Listen to Complaints
Customer complaints reveal:
- Which blocks cause issues
- Geographic patterns
- User types affected
Monitor Metrics
Watch for:
- Conversion rate drops after changes
- Increased cart abandonment
- Traffic vs. sales misalignment
Solutions
Loosen Restrictions
If false positives are high:
- Remove marginal country blocks
- Switch VPN from “block” to “warn”
- Narrow IP range blocks
Customer Service Bypass
For legitimate blocked customers:
- Provide support contact
- Manual order processing option
- Whitelist verified customers
Better Targeting
Instead of broad blocks:
- Block only confirmed high-fraud areas
- Use “flag” instead of “block”
- Combine with other fraud signals
Finding Your Balance
Start Loose, Tighten Gradually
Better to:
- Start with minimal blocking
- Add restrictions as data supports
- Remove blocks that cause issues
Different Rules for Different Situations
- Tighter during promotions
- Looser for normal operations
- Very tight for limited releases
Monitor Continuously
The right balance changes:
- Fraud patterns shift
- Customer base evolves
- New threats emerge