...
The message should always include the form to redirect to the contact form
OTHER APPS:
WL
Kiosk: as customers must use OTP to be able to login on kiosk. If the account is blocked on WL (where the OTP is generated), the customer can’t get the OTP and won’t be able to login on Kiosk. No development is required for this channel.
POS: as customers must use OTP to be able to login on POS. If the account is blocked on WL (where the OTP is generated), the customer can’t get the OTP and won’t be able to login on POS. No development is required for this channel.
Call center: there will be an exception as we can’t block customer account through call center.
Braze
...
The customer account blocking information should be tracked.
There should be a tracking applied to the blocking message, so we can register that the customer actually got the blocking message notification.
Scenarios details
1.1. Guest account is blocked and the account is logged off
Steps | Expected Outcome | Comments |
---|---|---|
Customer support compliance agent blocks customer account on Admin tool |
|
|
Customer opens the WL app or web, to Sign-in/ Sign-up |
|
|
1.2. Guest account is blocked and the account is logged in
1.2.1. And the customer tries to place an order online (WL)
Steps | Expected Outcome | Comments |
---|---|---|
Customer support compliance agent blocks customer account on Admin tool | Same as 1.1. scenario | Same as 1.1. scenario |
Customer opens the WL app to place an order | If the account is still logged in, the customer can use the app regularly:
|
|
1.2.2. And the customer tries to place an order in-store (Kiosk or POS)
Steps | Expected Outcome | Comments |
---|---|---|
Customer support compliance agent blocks customer account on Admin tool | Same as 1.1. scenario | Same as 1.1. scenario |
Customer places an order on Kiosk or directly on POS |
|
|
Customer opens the WL app to generate the OTP code to access the account |
|
|
Customer proceeds to place the order |
|
1.3. Guest account is blocked and the customer places an order through the call center
Steps | Expected Outcome | Comments |
---|---|---|
Customer support compliance agent blocks customer account on Admin tool | Same as 1.1. scenario |
|
Customer places an order on call-center |
|
|
1.4. Guest account is unblocked
Steps | Expected Outcome | Comments |
---|---|---|
Customer support compliance agent unblocks customer account on Admin tool |
|
|
As the account was necessarily logged-off, when the customer opens the WL app or web must log-in |
|
|
Scope for the 4th deliverable:
...