Account management general questions
Category: 📲 Account Management | Section: Account management general questions | Contact reason: Account management general questions
Summary — read this first
What this article covers: CS receive contacts regarding the deletion of a profile picture. 3 use cases: The member who got their profile picture deleted; The curation department; A different member wants to report a profile picture.
Pick your use case:
- The member who got their profile picture deleted — Explain that their profile picture did not comply with our rules
- The curation department — It depends if the picture was already removed by Curation or not (they have to specify it on the Internal Request) Normally the curation team…
- A different member wants to report a profile picture — Invite the member to go on the user’s profile they want to report and click on the 3 dots as shown below > Report user
| Escalation team(s) | Curation - Community / Curation - community |
| Ticket status | On-hold → Solved |
| Key system paths | — |
| Macros | Deleting branded pictures without copyright |
Context and first steps
Context: CS receive contacts regarding the deletion of a profile picture
First steps (all cases)
🎯 Process
- Set contact reason to Account management general questions
- It depends on who is making the request
1. The member who got their profile picture deleted
🎯 Process
- Explain that their profile picture did not comply with our rules
- Send "Deleting profile picture – Brand " macro
- Solve the ticket
Sub-cases
If the customer complains about the decision
🎯 Process
- If more information is needed escalate to Curation - community
- Set the ticket status to On-hold
- Once ticket reopens, please inform the seller
- Solve the ticket
2. The curation department
🎯 Process: it depends if the picture was already removed by Curation or not (they have to specify it on the Internal Request) Normally the curation team should delete the picture before to contact us
Sub-cases
✅ Profile picture already removed
🎯 Process
- Create a new ticket to the Seller linked to the Internal Request
- Please inform the seller we removed their profile picture as it is protected by intellectual property rights You can send the following macro: Deleting branded pictures without copyright
- Solve the ticket
❌ Profile picture not yet removed
🎯 Process
- Please escalate to Curation - Community asking them to delete the profile picture
- Set ticket status to On-hold
- Once ticket reopens please create a new outbound ticket to the Seller linked to the Internal Request
- Please inform the seller we removed their profile picture as it is protected by intellectual property rights You can send the following macro: Deleting branded pictures without copyright
- Solve the ticket
3. A different member wants to report a profile picture
🎯 Process
- Please invite the member to go on the user’s profile they want to report and click on the 3 dots as shown below > Report user
- Once in the ‘ Report an user ’ form, they can select the ‘ Profile picture ’ reason and any the comments they want
- Inform the member our team will review the user’s profile and take the appropriate actions
- Solve the ticket