Page Comparison

Customer support compliance agent blocks customer account on Admin tool

• Customer support compliance agent searches by customer on admin tool using the loyalty id code

• Then blocks the customer, choosing the blocking option.

• Internally the customer account is logged off (this process can take up to one hour).

• An email notification is sent to the customer to let them know that the account has been blocked.

• An internal flow is sent to braze to block all customer communications.

• New role with permission to block customer accounts.

• New blocking button available on admin tool.

• Force customer account logoff process.

• Email notifications configured on sanity.

• Braze communications are automatically blocked.

Customer places an order on Kiosk or directly on POS

• To link the purchase to the customer account, the customer must open the WL app to generate the OTP code.

• No changes, this is the current behavior.

Customer opens the WL app to generate the OTP code to access the account

• If the logoff process already happened (can take up to one hour), the customer receives an error message, informing that the account has been blocked.

• If the account is still logged in, the customer tries to generate the OTP code, on that page, the account will be logged off and the customer can’t generate the code. The customer will be redirected to Sign-in/ Sign-up page and will receive the error message.

• After 1 hour, the customer will be automatically logged off.

• Sign-in/ Sign-up page: new error flow (and event) to let the customer know that the account has been blocked.

• Refresh account to force logoff

Customer proceeds to place the order

• Without the OTP code, the customer cannot link this transaction to the customer account. The order can be placed, but without this customer account associated to it.

Customer support compliance agent unblocks customer account on Admin tool

• Customer support compliance agent searches by customer on admin tool using the loyalty id code

• Then un blocks the customer, choosing the blocking option.

• An email notification is sent to the customer to let them know that the account has been unblocked.

• An internal flow is sent to braze to unblock the communications. The communications preferences will be kept the same to the ones configured before account blocking.

• New role with permission to block customer accounts.

• New blocking button available on admin tool.

• Email notifications configured on sanity.

• Braze communications are automatically unblocked and get back to previous configurations.

Customer opens the WL app or web to Log-in

• The customer can log-in again and all transactions and profile information is available, as before account blocking.

• No changes