If necessary, you can ban an enrolled contact, also known as an Advocate, to stop them from participating in your referral program. Never enrolled and unenrolled contacts can also be banned to prevent them from being able to refer when they qualify to enroll in your referral campaign. Learn more about enrollment states.
Why ban an Advocate?
Ultimately the decision to ban a contact falls upon your discretion as the merchant. Here are common reasons why a contact may be banned:
They breached the terms and conditions of your referral program.
They posted their referral link or code on coupon and discount sites, such as Honey or RetailMeNot, and your terms don’t allow that.
They referred themselves to get rewards.
Banning a contact
On the dashboard, go to the Contacts page.
In the search box, enter the name or email address of the contact.
Click the contact's name to view their information.
Click Actions and select Ban Contact.
You'll see an acknowledgment popup message. Check I acknowledge the effects listed are irreversible and click Confirm Ban.
Important: Banning a contact is irreversible. Once a contact is banned, they can't refer their friends anymore and their pending rewards will be disqualified.
Effects of banning
The table below describes the effects of banning a contact when they are currently an enrolled Advocate in your referral campaign. Note that once a contact is banned, you can't unban them.
Components | Effect |
Referral link | The referral link is disabled. Any new referrals will no longer be linked to the Advocate.
Additionally, anyone who opens the link of a banned Advocate will be redirected to your provided store URL. |
Emails | The emails are disabled and the Advocate will not receive any automated emails such as the invite and reward emails. |
Rewards | All referred purchases still within their review period are automatically disqualified after banning. The rewards will not be sent to the Advocate.
Advocate rewards for referred purchases that are past their review period must be handled manually.
If you are using Shopify or BigCommerce, the Advocate reward coupon codes and friend offer coupon codes are automatically disabled after banning. |
Commissions paid to ReferralCandy | Referrals within the review period will be disqualified, so you will not have to pay commissions for those referrals. Additionally, you will not have to pay commissions for any 2nd and 3rd referred purchases that would've been otherwise charged.
They will be marked as Commission not chargeable. |
Others | The following are useful logs you'll see on the ReferralCandy dashboard and the Klaviyo UI related to the ban. ReferralCandy DashboardAfter banning a contact, you will see these changes on their contact page:
Klaviyo IntegrationIf you have Klaviyo integrated, you will see the following changes on the contact's profile:
Note: Automatic code disabling is only supported on Shopify and BigCommerce. |
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