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• Be able to block the account. This account won’t be able to place any more orders this brand (TBC). Blocks the account only for one brand.

  • Blocking reason: to block the account, the customer support agent must choose include the blocking reason.

    • List of blocking reasons (mandatory field)

      • fraude cliente

      • fraude empleado

      • incidencia

    • add an open text box (optional field)

      • if the agent wants to explain more details, there will be an open box text to add those details.

  • Confirmation page: to avoid human error, a confirmation page must be shown to the agent, to validate that this is the action that s/he wants to perform.

• When the account is blocked the customer receives an email notification.

  • Email message (TBC)

• The blocking is visible on the admin tool and data logs, for visibility and traceability:

  • When it was blocked: day and hour.

  • Who blocked: identify the customer support agent who performed the action.

  • Blocking reason.

• Be able to unblock the account. If there was a mistake or if the customer requests to unblock the account, the agent must be able to undue it.

  • Unblocking reason (optional field)

    • This is an open text box, so the agent can explain the unblocking reason. As there are many different reasons, there won’t be a predefined list.

• When the account is unblocked the customer receives an email notification.

  • Email message (TBC)

• The unblocking is visible on the admin tool and data logs, for visibility and traceability:

  • When it was unblocked: day and hour.

  • Who unblocked: identify the customer support agent who performed the action.

  • Unblocking reason.

Impacts on other appsOTHER APPS:

• WL

  • link to contact us

• Kiosk

• POS

• Call center

When the customer/ agent tries to sign in /sign up to this account to place a new order, a message should be shown to let them know that the account exists but it’s blocked.

📈 Success Metrics

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• Should the account be blocked for all brands or only for the brand that identified the fraud? (Example: if the fraud was identified for BK ES, should we block this account only for BK ES, even if there is a similar account for PLK ES?) No.

  Status
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• In which systems should the account be blocked? The account is blocked and it’s not possible to login in any system.

  Status
  colour Green title answered

• Should we block the user to create a new account with the same email? Is this part of the scope? the account won’t be deleted; only blocked. So the customer always gets the blocking message.

  Status
  colour Green title answered

• What is the email confirmation message?

• Should we send a notification message when the account is unblocked? Yes

  Status
  colour Green title answered

Insights

1️⃣ Stakeholder Interviews

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