**Payment Risk Escalations Directory

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Typical SLA: 24-48 hours, unless specific process states differently

Concern	Process Path
Permanently Suspended User - Duplicate Account Created	If a PSU is found to have opened another Upwork account, typically Payment Risk is alerted and they shut it down. Some cases the accounts may go undetected. In those cases: Assign ticket to Payment Risk Include OBO URL links to suspected profile(s) in internal notes as well as PSU - possible duplicate accounts Save ticket as “open”
Permanently Suspended User - Request to Withdraw Funds	If PSU inquires about available funds within their Upwork account: Explain we can escalate to proper team for review and we’ll get back to them Assign ticket to agent who suspended user (found in CSS Notes; username = first/last name and if unable to find, assign to Payment Risk) Include in Internal Notes PSU looking to withdraw funds Save ticket as “open”
Request to Close Suspended Account	Never close an account that is suspended by Payment Risk. Inform user account can’t be closed with an active suspension. If user insists account closure - request TL review for a full lockout (appears as closed to user - do not disclose this info to them) and if approved, escalate to Payment Risk: Assign ticket to Payment Risk Add Internal Notes e.g. user insists for account to be closed, please fully lockout account Set ticket to “Open” Once ticket received back from Payment Risk, use and customize macro: Account, Registration & Password > Account Closed
Financial Suspension on Account	View CSS Notes to see if suspended per Payment Risk. If ‘Next Steps’ state: “Once user adds and validates payment method and resolves negative balance, account can be resumed” find **Automated Payment Risk CC Suspension KB page
Unauthorized / Fraudulent Charge Report Unknown charge on billing method where billing method owner is typically not the account owner and may not even have their own Upwork account.	See **Handling Unauthorized/Fraudulent Charge Reports
Forter Rejections for FP Contracts (starting on September 14, 2022)	CS receives contact from CL in regards to a FP declined charge > CS checks OBO and sees it states "FORTER REJECT", like here: If email/ticket - (1) add the Forter Declines (Fixed-price) macro If chat/call - (1) confirm the customer's address on file matches the billing address attached to card as that may be the issue and if it does and still doesn't work, then recommend trying another billing method --- (2) if no other card can be used / issue persists, let customer know we'll need to look into this further and we'll be in touch via email with our findings Add ZD categories Making Payments > FP Forter Decline Reassign ticket to Payment_Risk_TS425 Pay Risk will investigate as well as reach back out to the customer via email directly with info / next steps IMPORTANT: The process outlined above is specific only for Forter REJECTS related to FP contracts only Any other forter-related issues, if not "Forter Reject" for FP contracts, please see Payment_Risk_TS425

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**Payment Risk Escalations Directory

Concern

Process Path

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