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.

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:

• 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

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.

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 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 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.