⏮️ Context

Currently the customer support team can block fraudulent accounts, that they identify as potential suspicious activities. Example: too many transactions in the same day.

They can do this in the existing tool. Moving to the Admin tool, they would like to keep this feature.

Request link: IREQ-1494 - Getting issue details... STATUS

🎯 Problem Statement

RBI has a loyalty program that rewards customers for their purchases/transactions. To get more benefits, there are some fraudulent behaviors that were already identified by the company.

Example of a fraudulent behavior:

• Sometimes, the employees register customers transactions in a single account (not the customer’s account) in order to get points and benefit from discounts/rewards.

• The restaurant identifies a customer that only have joke orders

• The restaurant identifies that the same customer always open a incidence saying he didn't receive the entire order or has problem with the quality. Because the customer expects a refund.

These fraudulent behaviors may jeopardize the company’s financials and it’s important to have controls in place to avoid this type of issue.

One of the existing implemented controls is: to allow the customer support team to block a suspicious fraudulent account, to “stop the bleeding” and to avoid this continuous behavior.

❔ Expected Outcome

ADMIN TOOL

• Be able to block the account. This account won’t be able to place any more orders this brand. Blocks the account only for one brand. Blocking the account means that: the customer can’t place more orders, can't access the account, can’t use the loyalty benefits and all other features that might be available when they were logged in.

  • Blocking reason: to block the account, the customer support agent must choose include the blocking reason.

    • List of blocking reasons (mandatory field)

      • fraude cliente

      • fraude empleado

      • incidencia

    • add an open text box (optional field)

      • if the agent wants to explain more details, there will be an open box text to add those details.

  • Confirmation page: to avoid human error, a confirmation page must be shown to the agent, to validate that this is the action that s/he wants to perform.

• When the account is blocked the customer receives an email notification message.

  • Email message: “Estimado cliente

    Le informamos que su cuenta ha sido bloqueada temporalmente al detectar un posible uso fraudulento . Si cree que ha sido un error o desea más información por favor póngase en contacto con Atención al Cliente a través de nuestra web www.burgerking  o nuestra App.”

The message should always include the form to redirect to the contact form.

• The blocking is visible on the admin tool and data logs, for visibility and traceability:

  • When it was blocked: day and hour.

  • Who blocked: identify the customer support agent who performed the action.

  • Blocking reasons and open text comments.

• Be able to unblock the account. If there was a mistake or if the customer requests to unblock the account, the agent must be able to undue it.

  • Unblocking reason (mandatory field)

    • This is an open text box, so the agent can explain the unblocking reason. As there are many different reasons, there won’t be a predefined list.

• When the account is unblocked the customer receives an email notification message.

  • Email message: “Estimado cliente

    Le informamos que una vez revisado el posible uso fraudulento se ha procedido a desbloquear su cuenta.

    Para cualquier información por favor póngase en contacto con Atención al Cliente a través de nuestra web www.burgerking  o nuestra App.”

• The unblocking is visible on the admin tool and data logs, for visibility and traceability:

  • When it was unblocked: day and hour.

  • Who unblocked: identify the customer support agent who performed the action.

  • Unblocking reason.

OTHER APPS:

• WL

• Kiosk

• POS

• Call center

• When the customer/ agent tries to sign in /sign up to this account to place a new order, a message should be shown to let them know that the account exists but it’s blocked. This message should be visible to all types of logins (inclusive through social networks)

Message: “CUENTA BLOQUEADA TEMPORALMENTE

Esta cuenta ha sido bloqueada temporalmente al detectar un posible uso fraudulento. Si cree que ha sido un error o desea más información por favor póngase en contacto con Atención al Cliente a través de nuestra web www.burgerking  o nuestra App”

In this message, the link should redirect the customer to the “contact us” form.

• When the account is blocked, all active sessions for this account should be logged out.

AMPLITUDE:

• 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.

📈 Success Metrics

❓ Open questions

• Should the account be blocked for all brands or only for the brand that identified the fraud? (Example: if the fraud was identified for BK ES, should we block this account only for BK ES, even if there is a similar account for PLK ES?) No. ANSWERED

• In which systems should the account be blocked? The account is blocked and it’s not possible to login in any system. ANSWERED

• Should we block the user to create a new account with the same email? Is this part of the scope? the account won’t be deleted; only blocked. So the customer always gets the blocking message. ANSWERED

• What is the email confirmation message? Details above. ANSWERED

• Should we send a notification message when the account is unblocked? Yes ANSWERED

• Is it possible to track blocked accounts on amplitude?

• How to ensure that we can block customers who are using a previously generated OTP (KIOSK and POS)

• What is the connection with the DMP (ex: Homeria)?

Insights

1️⃣ Stakeholder Interviews

[Document here the main insights from interview if applicable]

2️⃣ Analytics

[Document here the main insights from analytics if applicable]

3️⃣ User Research

[Document here the main insights from research if applicable]

4️⃣ Competitor Landscape

[Document here the main insights from what the competition is doing if applicable]