Page Comparison

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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

Steps	Expected Outcome	Comments
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. 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. Braze communications will be temporarily suspended. Events on mParticle and Amplitude will be kept.	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 opens the WL app or web, to Sign-in/ Sign-up	When the customer tries to log in, they will receive an error message to let them know that the account has been blocked.	Sign-in/ Sign-up page: new error flow (and event) to let the customer know that the account has been blocked.

Steps

Expected Outcome

Comments

Customer support compliance agent blocks customer account on Admin tool

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:

when the customer tries to place the order, on checkout page, the account will be logged off and the customer can’t place the order. The customer will be redirected to Sign-in/ Sign-up page and will receive the error message.
when the customer tries to change profile information, on profile page, the customer won’t be able to complete the action. 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

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	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 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.

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 call-center	There’s no way to check whether the account is blocked and the customer will be able to place the order and use their account information.	This is an exception that cannot be controlled, as call-center doesn’t access account blocking information.

Steps	Expected Outcome	Comments
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 unblocks the customer, choosing the blocking option. An email notification is sent to the customer to let them know that the account has been unblocked. The braze communications will be sent again (remove suspension). 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.
As the account was necessarily logged-off, when the customer opens the WL app or web must log-in	The customer can log-in again and all transactions and profile information is available, as before account blocking.	No changes

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