Category: 📲 Account Management | Section: Phishing attempt | Contact reason: Phishing attempt
Summary — read this first
What this article covers: Customer contacts CS because they want to report a phishing attempt Reminder: Our emails are always sent from VC domains: @ vestiairecollective.com @ emails.vestiairecollective.com @ newsletters.vestiairecollective.com Known attempts: - links or payment requests via BS chat - emails from VC asking to pay that come from a suspicious domain such as: vestiaire.team@gmail.com - whatsapp messages impersonating VC with…. 2 use cases: Fraud team confirmed the phishing attempt; Fraud did not confirm the phishing attempt.
Pick your use case:
- Fraud team confirmed the phishing attempt — Reassure the member that the phishing attempt is now identified and tracked by our teams
- Fraud did not confirm the phishing attempt — Members can be worried to receive emails with suspicious email addresses but sometimes it’s just a VC safe email address 🎯 Process
| Escalation team(s) | Fraud |
| Ticket status | On-hold → Solved |
| Key system paths | — |
| Macros | Phishing attempt confirmation |
Search keywords: arnaque, attack, fraud, hameçonnage, macro_id:10005449650577, scam
Context and first steps
Context: Customer contacts CS because they want to report a phishing attempt Reminder: Our emails are always sent from VC domains: @ vestiairecollective.com @ emails.vestiairecollective.com @ newsletters.vestiairecollective.com Known attempts: - links or payment requests via BS chat - emails from VC asking to pay that come from a suspicious domain such as: vestiaire.team@gmail.com - whatsapp messages impersonating VC with…
First steps (all cases)
🎯 Process
- Set the contact reason to Phishing attempt
- Please inform the member they should never click and/or pay if they receive this type of phishing attempt. Also, thank them for reporting this to us and confirm this will be escalated to our dedicated team.
- Please escalate to Fraud team to report the phishing attempt
- Set the ticket status to On-hold
1. Fraud team confirmed the phishing attempt
🎯 Process
- Please reassure the member that the phishing attempt is now identified and tracked by our teams. Advise them to stay vigilant. You can send the macro: Phishing attempt confirmation
- Solve the ticket
2. Fraud did not confirm the phishing attempt
Members can be worried to receive emails with suspicious email addresses but sometimes it’s just a VC safe email address
🎯 Process
- Please inform the member that this is not a phishing attempt and their account is safe. Thank them to be careful and contributing to a safe platform through their report.
- Solve the ticket