...

• Be able to block the account. This account won’t be able to place any more orders this brand. 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 message.

  • Email message (TBC): “Estimado cliente

    Le informamos que su cuenta ha sido bloqueada temporalmente al detectar un posible uso fraudulento . Si cree que ha sido un error o desea más información por favor póngase en contacto con Atención al Cliente a través de nuestra web www.burgerking  o nuestra App.”

• 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 message.

  • Email message (TBC): “Estimado cliente

    Le informamos que una vez revisado el posible uso fraudulento se ha procedido a desbloquear su cuenta.

    Para cualquier información por favor póngase en contacto con Atención al Cliente a través de nuestra web www.burgerking  o nuestra App.”

• 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.

...

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.

Message: “CUENTA BLOQUEADA TEMPORALMENTE

Esta cuenta ha sido bloqueada temporalmente al detectar un posible uso fraudulento. Si cree que ha sido un error o desea más información por favor póngase en contacto con Atención al Cliente a través de nuestra web www.burgerking  o nuestra App”

In this message, the link should redirect the customer to the “contact us” form.

📈 Success Metrics

...