Commission Request Escalations + Submitted Documentation Fraud

Description

This card reviews how to escalate a commission exception request. Escalate if one of following the situations is true:

1. The brand is pushing back on a prior commission request denial
2. Agent is unsure whether to approve or deny due to additional grey areas not covered in Faire Direct - Commission Policy Requirements
3. Suspicion of fraud: If you suspect a brand may be submitting fraudulent documentation

Follow the process steps below to escalate to either Help Desk or to the Risk Team

Issue Topic

Brand::Orders::Invoices & payments::Request commission change

Policy

• When to escalate to Help Desk: Agent should escalate to Help Desk if either:
• Agent is unsure to approve/deny the request, or
• The commission has already been denied and the brand is pushing back, or
• The brand is non-BSM managed and expressing major negative sentiment, churn, or disintermediation, or
• The brand is non-BSM managed and requesting to speak to a manager or supervisor
  
• When to escalate to Risk: Agent must escalate to Risk if either:
• Agent suspects the document is fraudulent
• Agent has suspicions of fraud through trends identified in brand tickets or account
  
• Approve/Deny Commission requirements: For details on our policy for approving/denying commission requests, review:
• Faire Direct - Commission Policy Requirements

Process

Help Desk Escalation

1. Review the commission removal request and Faire Direct - Commission Policy Requirements to determine if an escalation is needed.
1. When to escalate to Help Desk: Agent can escalate to Help Desk if either:
1. Agent is unsure to approve/deny the request, or
2. The commission has already been denied and the brand is pushing back, or
3. The brand is non-BSM managed and expressing major negative sentiment, churn, or disintermediation, or
4. The brand is non-BSM managed and requesting to speak to a manager or supervisor
   
2. Does the situation need to be escalated?
1. No > Follow guidance in Faire Direct - Approve/Reject Commission Requests
2. Yes > Escalate the situation to Help Desk. Proceed to step 3
   
3. Help Desk Escalation: Escalate to Help Desk via Zendesk ticket to review the case and approve or reject the request.
1. If the brand requests to speak to a supervisor or manager, Help Desk will take the ticket over and respond to the brand
   
4. Did Help Desk approve the commission request?
1. Yes > If Help Desk approved, follow the steps in Faire Direct - Approve/Reject Commission Requests to approve the request and solve the ticket
2. No > If Help Desk denied, follow the steps in Faire Direct - Approve/Reject Commission Requests to reject the request and solve the ticket
   

Risk Escalation

If the CX agent suspects that a brand has provided fraudulent documentation, reassign the ticket to the Fraud Team in Zendesk with an internal note summarizing the situation and escalation reason (i.e. why this doesn’t meet the acceptance criteria).

1. Fraudulent documents may include one of the following elements listed in the following table. Please review this table as examples of how fraud may appear in documents and triage to Fraud team. If you are unsure and come across any possible fraud not listed below, triage to Fraud to look into it further.

2. To triage a ticket to the Fraud Team, update the Assignee field on the ticket to “Risk/Verifications”
1. Change the form to “Risk Request”
2. Set Risk Ticket Type to “Fraud”:
   
3. Submit as “Open”
4. The Fraud Team will then review the case:
1. Abuse/Fraud: If it is potential abuse or fraud, Fraud Team will own the ticket and action on the brand end-to-end
2. Not Abuse/Fraud: If it is NOT potential fraud. Fraud Team will clarify this with the CX agent and pass the ticket back to CX to resolve the ticket end-to-end
1. Resolve and solve ticket

Additional Resources

• Workramp: Faire Direct Policy Updates
• Help Center: My Direct order has commission, what happened