CATEGORY TAG: For all bene name mismatch cases (calls/tickets/chats), please select these categories from the left-hand side of the ZD ticket Account Information > Bene Name Mismatch
When a customer’s UPM is flagged for having a beneficiary name mismatch in the system, this means that the name they have provided with their bank transfer withdrawal method does not match the Public Name or Verified Name (when available) on their Upwork profile. These automatically go to a queue that Identity Doc Review will proactively review. They will either approve the mismatch or call it a “name issue” which sends an automated email to the user about documents to send for review.
If the mismatch is approved in manual review: CSS Notes will show a note similar to this + “nameismismatch” will be removed from the impacted AE line item
If the mismatch is marked a “name issue” in manual review: an automated email will go to the customer as shown below including a secure link where they can upload their documents (can be found in MailGUN and will notice an FIVS link was created, as well)
Subject: Your payment account name does not match your name on Upwork
From: Upwork Name Change Review <namechange@upwork.com>
Email:
NOTE: We DO NOT approve a UPM that has "Transferwise" in the name. Customers will receive the same notification we send when we mark as “name issue” shown above.
Below steps should be followed in cases when a customer reaches out for support.
- Do not ask customers to send any documents directly in chat/ticket; they’ll have the email mentioned above with a secure link in the cases where we need any documents. If a link has not yet been sent, the ID Doc Review team will handle sending them a secure link.
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In cases where a customer drops documents via chat/ticket without being asked, please review the documents to check if they include any CC info as if so, this may need to be redacted per our process here (if no CC info, no redaction is necessary)
- Always ensure to refer the customer back to their FIVS link to add their docs there. IDR will not accept any docs added until they are added to the FIVS link.
- If pinging #ask-identity-verifications in chat / call case per map below - they only need the UID of the customer, no AE links are needed + in the cases where a customer proactively provided their docs in chat/ticket, do not add these in Slack and instead provide the ZD ticket link
- Agency-related UPM name mismatches - send to the AML team in ZD, AML Operations