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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. They’ll be able to use loyalty points and promo codes, for example.

• This is an exception that cannot be controlled, as call-center doesn’t access account blocking information.

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 re-activatedsent 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