Starting August 1st, case escalations are moving to our Enterprise plan, and Premium becomes fully self-serve for filing abuse reports. Here's exactly how to run a case in the app, and what's changing.
What's changing on August 1st
Since we started StoreLock, our team has helped our subscribers pursue cases until a site is removed — filing reports across the available channels and following cases through to resolution. Starting August 1st, 2026, that hands-on case management becomes part of our Enterprise plan, and Premium subscribers will need to file and manage their own cases using the tools in the app.
Nothing else about Premium changes. Monitoring, real-time alerts, squatter detection, and in-app abuse report filing all stay exactly as they are — and any case our team is already working stays with us until it's resolved.
We're making this change for a simple reason: escalation work has grown far beyond what Premium's price supports. Chasing a stubborn case can mean filings with the registrar, the hosting provider, the registry, and ICANN, plus sometimes weeks of follow-up. Rather than raise Premium's price for everyone, we split the offering — Premium stays an affordable self-serve toolkit, and Enterprise exists for brands that want the whole thing handled.
The good news: the app was built for self-serve filing from day one, and it does most of the heavy lifting for you. Here's the full walkthrough.
Filing a case, step by step
1. Start from a detected threat — or add your own
When StoreLock's monitoring flags a lookalike domain, it appears in your dashboard along with an email alert. Open the detection to review it. If you've spotted an impersonation site yourself that monitoring hasn't flagged, you can add the domain manually and start from there.
2. Confirm it's a genuine impersonation
Before filing, take a minute to verify: is the site using your brand name, logo, product images, or copied storefront content? Is it pretending to be you? Make sure to cross-check your list of authorized distributors and click the 'ignore' button for any false positives.
3. Start the abuse report
From the threat's detail view, start an abuse report. The first time you file, the app will present the Brand Protection Authorization — a one-time acceptance that establishes the authority to pursue reports for your brand. It takes a few seconds, and you won't see it again on future cases unless we need to update the authorization language.
4. Let the app build and submit the initial reports
This is where the app earns its keep. It generates properly formatted abuse reports and submits them to the appropriate front-line channels for the infringing site whenever we are able. You don't need to research abuse contacts or write the reports yourself. If we can't directly submit the report, we'll link you to where you can submit it and give you the information and evidence you need to file.
5. Save your confirmations
Registrars and hosts typically send a confirmation email with a case or ticket number after a report is submitted. If they are sent to our email, we will forward them to you. Keep these. They're your proof the provider was contacted — and they're required if a case ever needs escalating further (for example, an ICANN Contractual Compliance complaint requires evidence that the registrar was contacted first).
6. Track the case and follow up
Your case now lives in the dashboard, where you can watch its status. Response times vary widely by provider: some act within hours, others take weeks. If a site is still up five business days after your first report, follow up on your original report using your case number, or submit to an additional channel — the hosting provider and a DMCA notice (if the site copies your copyrighted content) are the usual next moves.
7. Confirm the takedown
When the site stops resolving, the case is closed. One quirk worth knowing: if you've visited the site recently, your browser or network may have its DNS information cached, so it can appear to load for you a little while after it's actually down. New visitors won't reach it, and the cache clears on its own usually within a few hours.
If you'd rather not do any of this
That's exactly what our Enterprise plan is. We detect new impersonations of your brand, verify every match daily, file within 24 hours, escalate across every applicable channel in parallel — registrar, host, trusted-reporter channels, third-party services, ICANN — and confirm when each site comes down. Unlimited takedowns, no overage charges, a dedicated account manager, and a weekly summary of every open and closed case.
You'll find it under Manage Plan in the app, with a 3-day free trial.
Questions?
If you run into any issues with a filing, are unsure how to interpret a registrar's response, or would like guidance on a case, please contact us through support in the app or reach our via email to hello@storelock.app. Our team remains available to walk you through each step of the process. The change taking effect August 1st concerns who manages the case — not the level of guidance and support you can expect from us.
