Escalate to Risk

Description

This card reviews how to escalate tickets to our Risk teams. The Risk Department is dedicated to maintaining a high quality of retailers on Faire and taking appropriate action to prevent and recover from financial loss. The team is made up of 5 branches that have distinct areas of focus:

• Retailer Verification: Focuses on verifying the identity of a retailer, rejected retailer pushback, enforcing policies around retailer trust and safety (ie. selling under MSRP, third-party selling) and accounts blocked for verification related reasons (Linked Delinquents, bad behavior, etc.). Also focuses on potential account takeover, Ship on Your Own fraud, FB abuse, B2R fraud
• Brand Verification: Similar to Retailer verification, Risk performs a Brand fraud check for our inbound brands in onboarding to catch fraudulent brands prior to activating on the marketplace. Escalate inbound inquiries from brands marked as fraudulent or inactive/deactivated
• Recovery: Focuses on retailer financial details and questions specifically regarding missed or late payments, payment plan eligibility, accounts 7 days past due, and accounts blocked for recovery related reasons
• Note: Recovery related issues are routed to Underwriting
• Underwriting: Focuses on credit and terms limits, Open with Faire, and accounts blocked for recovery related reasons, these include:
• Chargeoffs
• Chargebacks (3+)
• Any note that begins with 'BL until out of recovery'
• Open with Faire: Focuses on inquiries about active Open with Faire applications

This card reviews how to triage zendesk tickets to each branch in Risk. If you receive a ticket from a brand reporting a a suspicious retailer or order, please review Flagging a Suspicious Retailer Account

Policy

• Reviewing Internal Activity in Admin: Before any action, ensure to review the Internal Activity section to understand the full context of the account. This will help you to determine how to handle the ticket and where to triage it, if needed
  
• Internal information: Do not share any internal activity / admin information with the customer, this is sensitive information and should not be shared. This includes:
• Customer email addresses, AO names or payment history of linked accounts, even if the accounts share business names
• Backend screenshots of Admin, Zendesk, JIRA etc.
• Share screenshots from the frontend experience only (impersonation view)
• Public reply: Do not put a public reply on a ticket that you are escalating to the Verifications/Recovery group if you haven’t left a comment on the ticket
• The team you are triaging to should put the first touch on the ticket
• If a public reply is necessary, refer to the Risk teams as ‘Accounts Services’ to the customer
• Internal zendesk notes: All triaged tickets must have clear internal notes regarding the customer request, retailer token (if not readily available), and summary of situation.
• More details listed in the process section below
• Risk Agent Names: Do not share any agent’s full name on ZD
• Due to the sensitive issues handled by the Risk team, Risk members operate under an alias (fake name). Do not externally share their real name.
• Only refer to agents using the alias names listed on their ZD signature (ie. first names)
• Avoid Faire specific terms: Do not use internal (Faire) verbiage in communication with customers. I.e: IDV, NMI, SBO, Blocked, Trickling orders.

Process

1. To escalate a ticket to the correct Risk branch, make sure you have done thorough research regarding the situation before passing to risk
1. Check zendesk email history to see if prior communication has been sent by risk, duplicate tickets or they have open tickets with risk pertaining to the same issue
2. Check retailers admin notes for any comments noted by the risk team
   
2. Identify the branch of Risk that focuses on the ticket topic to determine which triage macro to use. The triage macros will update zendesk ticket fields to Risk ticket fields:
1. Retailer Verification: Focuses on verifying the identity of a retailer, rejected retailer pushback, as well as enforcing policies around retailer trust and safety (ie. selling under MSRP, third-party selling). Also focuses on potential account takeover, Ship on Your Own fraud, FB abuse, B2R fraud
1. Use the macro EMAIL::CX TEAM::Triage::Triage to Verification team
2. Brand Verification: Focus on inbound inquiries from brands marked as fraudulent or inactive/deactivated
1. Use the macro EMAIL::CX TEAM::Triage::Internal triage to Brand Verification team
3. Recovery: Focuses on retailer financial details, questions regarding payments on the platform, payment plans, accounts 7 days past due, and accounts blocked for recovery related reasons
1. Use the macro EMAIL::CX TEAM::Triage::Internal triage to Underwriting team
2. Note: Recovery related issues are routed to Underwriting
4. Underwriting: Focuses on credit and terms limits and Open with Faire
1. Use the macro EMAIL::CX TEAM::Triage::Internal triage to Underwriting team
   
3. When you use the macros above, the following tickets fields should populate, with the corresponding risk branch in the "Risk Ticket Type" field
   
   
4. Leave clear internal notes in zendesk ticket explaining the reason for escalation
1. Policy - Internal zendesk notes: All triaged tickets must have clear internal notes regarding the customer request, retailer token (if not readily available), and summary of situation.
2. Ex. “Retailer was previously rejected for 3rd party, has now provided proof of pop ups. Passing to verifications for review.”
   
5. Submit ticket as Open

Additional Resources

• Notion
• CX-Risk Zendesk Triaging
• E-Learn
• CX and the Risk Department