Address Validation on Account Creation

Nicolas Audet
Nicolas Audet
  • Updated

Understanding Order Blocks and Warnings Due to Duplicate or Delinquent Accounts

To prevent duplicate accounts and potential fraud, Gaiia’s system may block or warn customers when they attempt to create a new account. This helps ensure that existing customers log in rather than creating a duplicate account and prevents abuse, such as exploiting new customer promotions.

When Does the System Block an Order?

  • An Active or Pending Account Already Exists at the Same Address
    If a new order is placed using the same physical address and contact details as an existing active account, the system prevents it from proceeding.
    • By default, the system only blocks orders for active accounts.
    • Your organization can request to extend this block to pending accounts. To enable this setting, contact support@gaiia.com.
  • Address Matching Rules
    The system applies flexible matching for street and city names but requires the same postal code and premise number to minimize false positives.
  • Prioritizing Order Completion
    If the address validation is unsure whether an order is duplicated, it will allow the order rather than risk blocking a legitimate customer.

When is an Order Not Blocked?

If a match is found with a lead (an account not yet active or pending), the system will display a warning but will not block the order. This check happens during account creation in Gaiia, not at checkout. The agent creating the account can bypass the warning after confirming this really needs to be a new account.

When Does Checkout prevent a customer from subscribing?

An order will fail at checkout and display an error message to redirect toward the client portal if:

  • A pending or active account already exists with the same email and physical address.

The potential customer will need to contact your organization to be unblocked. If it makes sense to create a new account with the same contact information, the account will need to be created manually, by-passing the warning.

Providing Feedback to Improve Matching

We continuously refine our duplicate account detection. If your organization notices recurring false positives or negatives, reporting these cases will help us fine-tune our validation rules.

Have feedback? If duplicate accounts are slipping through or legitimate orders are incorrectly blocked, please share details with us at support@gaiia.com.

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