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docs: False Positive Abuse Reports #33073

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17 changes: 16 additions & 1 deletion src/content/docs/bots/concepts/feedback-loop.mdx
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Expand Up @@ -211,6 +211,21 @@ If you are not certain if some traffic received an incorrect score, keep this tr

We appreciate any comments you wish to leave in the description field that might help our team better understand these requests in the context of typical traffic to your domain.

## Handling False Positive Abuse Reports

If your legitimate website is flagged as phishing, it can cause issues with user access and trust. To handle false positive abuse reports, follow these steps:

@migueldemoura migueldemoura Aug 28, 2026

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This is in the bots section, but talks about phishing?


1. **Submit a false positive report**: Use the Bot Feedback Loop to submit a report for the incorrectly flagged traffic. Provide as much detail as possible about the traffic, including the URL, user agent, and IP address.
2. **Create a WAF custom rule**: To allow traffic from the legitimate source, create a WAF custom rule with a **Skip the remaining custom rules** action that matches the characteristics of your false positive report. Make sure to narrow the scope of the rule to prevent potential abuse.
3. **Narrow the scope of skip rules**: When creating a skip rule, use the most narrow possible scope, including restricting the request methods and URIs that the expected traffic has access to. This will help prevent potential abuse.

Best practices for handling false positive abuse reports include:

* Regularly monitoring your website's traffic and analytics to detect any potential issues
* Keeping your WAF rules up to date and ensuring they are not too broad
* Using the Bot Feedback Loop to submit reports and help improve bot detection accuracy
* Implementing additional security measures, such as rate limiting and IP blocking, to prevent abuse

## Recommendations after submitting a false positive

:::note
Expand All @@ -229,4 +244,4 @@ The instructions below apply to Enterprise subscription with Bot Management, Bot

## Recommendations after submitting a false negative

After submitting a false negative report, you can explicitly block or rate-limit the incorrectly scored traffic using a combination of characteristics such as IP address, JA3 fingerprint, ASN, and user-agent. Before blocking or rate-limiting based on JA3 fingerprint, please use Bot Analytics to confirm that fingerprint is not being used by legitimate traffic sources.
After submitting a false negative report, you can explicitly block or rate-limit the incorrectly scored traffic using a combination of characteristics such as IP address, JA3 fingerprint, ASN, and user-agent. Before blocking or rate-limiting based on JA3 fingerprint, please use Bot Analytics to confirm that fingerprint is not being used by legitimate traffic sources.