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**IRM Escalations Directory

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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
  • Assign ticket to IRM_CX420 & add details of CL suspicions in Internal Notes
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“.
  • For CLs - always Client Retention - IRM Daily
"354 - Multiple Accounts - RM" and "482 - Fake Profile" suspensions

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
  • [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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