Typical SLA: 24-48 hours, unless specific process states differently
| Concern |
Process Path |
| Reports of FLs possibly not who they say they are |
If CL reports FL who seems to be not who they claim to be or anything else that just doesn’t seem right to them:
- If hourly contract - recommend CL pause it
- Assure CL our Trust & Safety Team will review
- Request contract number/job name and FL name
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Assign ticket to IRM_CX420 & add details of CL suspicions in Internal Notes
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| Request to Appeal Suspension and/or NDF contact |
- For FLs - they should now have the option to appeal, and if already confirmed, then escalate to EE. Confirmed FR13 and IRM violators should have this note: “[ACTION] Confirmed fraud w/Appeal OR Confirmed fraud w/Appeal / Lock-out“.
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For CLs - always Client Retention - IRM Daily
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"354 - Multiple Accounts - RM" and "482 - Fake Profile" suspensions
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If a customer has this suspension, this CSS note will show in their account:
- [ACTION] Automated Account Suspension w/Appeal
- [DEPARTMENT] IRM
- [CAUSE] Fake Profile
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[EVIDENCE] Account [username] is linked by [specific device ID or email address] to at least one source account [username] suspended for Fake Profile
- [NEXT STEP] Assign related tickets to IRM.
Any ticket related to this suspension should go to IRM_CX420 in ZD.
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