Two signals tell you a certificate may need a look: a buyer reporting a problem, and a QR code being scanned in a pattern that suggests it was copied.
Problem reports from buyers
Every verification page has a Report a problem button for anyone who thinks the certificate or the item might not be genuine. After a report, the visitor sees a thank-you message saying the store has been told.
- The certificate's page in the app shows a banner with the number of problem reports.
- Insights shows how many certificates have been flagged for review.
- A Problem reported event goes to Klaviyo, to your webhook URL and to Shopify Flow, so you can alert your team automatically. See Klaviyo, webhooks and Shopify Flow.
Possible QR cloning alerts
A counterfeiter may copy a genuine QR code onto fake items. Authentica watches how each certificate is scanned and flags it when the pattern looks like that:
- verified from 5 or more different networks within 24 hours, or
- verified from 2 or more countries within 6 hours.
A flagged certificate shows a Possible QR cloning banner on its page, and Insights lists how many are flagged. Authentica never revokes a certificate on its own: you review it and decide. Scans are recorded with a salted hash of the network address, never the raw address.
What to do with a flagged certificate
Review it
Open the certificate and check its history, its owner and the order.If it looks genuine
Choose Dismiss this alert on the cloning banner.If it looks counterfeit
Revoke the certificate so the copied code verifies as revoked. On Starter and Pro you can Replace certificate to give the real owner a new QR code while keeping the piece, its number and its history.
Plan required
New to Authentica? Install it free from the Shopify App Store →
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