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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.

  • Internally the 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.

  • 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.

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

  • 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

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 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

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

  • 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 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.

    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

    • 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.

    1.4. Guest account is unblocked

    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 un blocks 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.

    • An internal flow is sent to braze to unblock the communicationsThe 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.

    Customer As the account was necessarily logged-off, when the customer opens the WL app or web to Logmust log-in

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

    • No changes

    ...