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Steps | Expected Outcome | Comments |
---|---|---|
Customer support compliance agent blocks customer account on Admin tool |
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Customer opens the WL app or web, to Sign-in/ Sign-up |
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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 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:
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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 |
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Customer opens the WL app to generate the OTP code to access the account |
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| ||
Customer proceeds to place the order |
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...
Steps | Expected Outcome | Comments | ||
---|---|---|---|---|
Customer support compliance agent blocks customer account on Admin tool |
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| Same as 1.1. scenario |
|
Customer places an order on call-center |
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...
Steps | Expected Outcome | Comments |
---|---|---|
Customer support compliance agent unblocks customer account on Admin tool |
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As the account was necessarily logged-off, when the customer opens the WL app or web must log-in |
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