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. Agent is unsure whether to approve or deny due to additional grey areas not covered in Faire Direct - Commission Policy Requirements
2. Suspicion of fraud: If you suspect a brand may be submitting fraudulent documentation

Follow the process steps below to escalate to either via the CX flow, to the brand's BSM, or to the Risk Team.

Issue Topic

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

Escalation Policy:

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

Other escalations:

• Policy grey area:
• If the agent has thoroughly reviewed Faire Direct - Commission Policy Requirements and are still unsure whether to approve/deny the request based on a grey area not covered there, the agent should:
• Make their best judgement based on the resources available, and;
• Follow the SDR process to document their decision, and flag any gaps.

• Major negative sentiment, churn, or disintermediation (appeals only):
• Non-BSM managed brands: Follow the SDR process to solve the ticket. The agent should loop in their team lead if the brand is non-BSM managed and requesting to speak to a manager or supervisor.
• BSM managed brands: CX should escalate to BSM in the following conditions:
1. Churn: Brand states that they want to leave Faire
2. Major Divestment: Brand says that they will no longer use Faire Direct or refer their customers to Faire. This includes:
1. Brand says that they will no longer engage in marketing
2. Brand says that they will no longer use their Faire Direct link
3. Brand says that they will take down any mention of Faire from their website or other brand-owned surfaces
4. Brand says that they will no longer upload customers or leads to Faire
5. Brand says that they will no longer promote at tradeshows
6. Brand says that they will remove catalog items
3. Substantial Negative Sentiment: Brand expresses major negativity towards the Faire Direct policy and/or rejected request. This includes:
1. Brand requests to speak to a supervisor/manager
2. Brand asks that their request be escalated
3. Brand expresses they are upset that this type of request was approved in the past
4. Brand expresses that the updated Faire Direct policy doesn't work for them/is causing thrash
   

Process

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:
1. Update the Assignee field on the ticket to “Verifications/Recovery”
2. Change the form to “Risk Request”:
   
3. Set Risk Ticket Type to “Fraud”:
   
4. Set Risk Issue Topics to Fraud > TOS Violation:
   
3. Submit ticket as “Open”
1. 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

Escalation Process for BSM-owned brands

• Email Escalation:
1. If you receive a ticket with churn or major divestment threat (see criteria above), check the brand’s Admin account to locate the BSM name.
2. Add the BSM as a cc the ticket
   
3. Use the handoff macro [BRAND - EMAIL]::FD Policy BSM::Escalation handoff
4. Solve the ticket.
   
• Chat Escalation:
1. Send the macro CHAT::BRAND::Faire Direct::Escalation handoff
2. Submit the ticket as solved to close the chat ticket with the customer
3. Once the ticket has been solved, click Create follow-up” on the bottom right of the ticket
4. Add the BSM to the new ticket as a CC
5. Use the macro CHAT::CX TEAM::Triage Chat to Email (INSIDER PARTNERSHIP) and write a brief summary of the customer issue
6. The macro will generate a private comment on the ticket automatically and contain the following fields. Please complete as much information as possible to provide the BSM with context into the ticket.
• Summary of issue: [Summarized overview of the situation]
• Who: [brand token, bo_token, DRIs involved]
• What: [What have you worked on with the ticket so far
• Why: [copy and paste chat transcript]
• Additional details: [Any additional applicable context]
7. Solve the ticket.

Additional Resources

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