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Email change

Category: 📲 Account Management  |  Section: Email change  |  Contact reason: Email change

Summary — read this first

What this article covers: Client contacts CS to change their email address ​. 3 use cases: Request received by email (member not logged in); Request received via messaging (member logged in); If we receive an internal request from VIP team.

Pick your use case:

  1. Request received by email (member not logged in) — Create an outbound ticket on the member’s new email address only if the member is contacting us from their old email address
  2. Request received via messaging (member logged in) — Check if the member has multiple accounts
  3. If we receive an internal request from VIP team — Create a child ticket to Fraud team for them to check if the VIP member is a suspected fraudster or not
Escalation team(s) Fraud
Ticket status On-hold → Solved
Key system paths C360 > login ID | C360 > Contact info > Billing phone number | C360 > Contact info > Billing address
Macros Email Change MULTIPLE ACCOUNTS Persona KYC - 1st attempt EN; Email Change MULTIPLE ACCOUNTS Persona KYC - 1st attempt RIV EN; Email Change Persona KYC - 1st attempt EN; Email Change Persona KYC - 1st attempt RIV EN; Email Change Persona KYC - 2nd attempt EN; Email Change Persona KYC - 2nd attempt RIV - KYC failed EN

Search keywords: change, email, kyc

Context and first steps

Context: Client contacts CS to change their email address ​

First steps (all cases)

🎯 Process

  1. Set contact reason to ‘ Email change ’
  2. Assign to the group “ ADM_multi_L1_Change Email”
  3. Submit as ‘ Open ’

🎯 Email change agent process: please check if the customer contacted us through messaging or through email Go to Zendesk ticket > Provenance du ticket/activités annexes* If the ‘ Provenance du ticket/activités annexes*’ is:

  1. messaging: the member is logged in in their account
  2. email entrant: the member is not logged in in their account If the change of email is requested via callback, please follow the ‘Messaging’ process:

1. Request received by email (member not logged in)

🎯 Process

  1. Create an outbound ticket on the member’s new email address only if the member is contacting us from their old email address If If the member contacted us with their new email address, there’s no need to create an outbound ticket
  2. Please make sure to send an internal note in the outbound ticket before to send the macro You will find the new email address:
  3. In the message if the customer should mention it in their email or should include it via the form
  4. In the dedicated Zendesk field (left-hand side) if the customer contacted us through the email change form
  5. Solve the inbound ticket
  6. Follow the email change process with reinforced identity verification (RIV) on the outbound ticket: We are creating an outbound ticket on the new email address because if the user no longer has access to their old email address and we answer directly to the ticket, the customer will never receive our email

Sub-cases

Follow the RIV process

🎯 Process: please check if the member has multiple accounts:

  1. Go to C360 > login ID
  2. Retrieve billing phone number
  3. Go to the legacy BO > commandes > gestion CRM
  4. Copy and paste the billing phone number
  5. Check the results and if the member has multiple accounts
Member has only 1 account

🎯 Process

  1. Please send the macro Email Change Persona KYC - 1st attempt RIV EN to the member to go through to verify their identity and share with us the following elements:
  2. Phone number
  3. Address
  4. Check the outcome of the KYC in the ticket when it reopens Go to Zendesk ticket > see the internal note published with the outcome For French agents, this macro is also available in French: Email Change Persona KYC - 1st attempt RIV FR If the link has expired, please send one more time the 1st attempt macro above (in EN or FR) If the user mentioned they don’t have access to their initial email address, make sure to contact them on their new email address, otherwise they won’t receive our email
Verification status is 'approved'

🎯 Process: please verify if the additional information the member shared with us are correct or not Make sure the member’s information is matching with the ones we have in C360:

  1. Phone number Go to C360 > Contact info > Billing phone number OR the one in C360 > Shipping from address front office > Phone number
  2. Address Go to C360 > Contact info > Billing address OR the one in C360 > Shipping from address front office
✅ If BOTH the phone number and the address match

🎯 Process

  1. Please process with the email change Go to C360 > Contact info > Email > Update
  2. Fill out the email change monitoring file
  3. Send notification to both the old and the new email addresses with the macro: Email change Persona KYC confirmation - RIV passed
  4. Solve the tickets
❌ If the member's informations DO NOT match

🎯 Process

  1. Please inform the member that the verification of their identity succeeded but their address and/or phone number failed
  2. Give them a 2nd chance to share their email address and phone number You can send the following macro: Email Change Persona KYC - 2nd attempt RIV - KYC passed but elements are incorrect EN
  3. Check once again if the informations the member shared with us are correct Make sure the member’s informations are matching with the ones we have in C360:
  4. Phone number Go to C360 > Contact info > Billing phone number OR the one in C360 > Shipping from address front office > Phone number
  5. Address Go to C360 > Contact info > Billing address OR the one in C360 > Shipping from address front office For the french agents, this macro also exists in French: Email Change Persona KYC - 2nd attempt RIV - KYC passed but elements are incorrect FR
↗ ✅ If BOTH the phone number and the address match

→ Same handling as 1. Request received by email (member not logged in) — “✅ If BOTH the phone number and the address match”.

❌ If the member's informations DO NOT match

🎯 Process

  1. Please inform the member that we couldn't proceed with their email change request as the identity verification checks failed Send the following macro: Reinforced identity verification failed - Email change refused
  2. Solve the ticket If the member complains, please invite them to create a new account
Verification status is 'failed/declined'

🎯 Process

  1. Please inform the member that their 1st identity verification attempt has failed and offer them a 2nd verification attempt, send the macro: Email Change Persona KYC - 2nd attempt RIV - KYC failed EN
  2. Check the outcome of the KYC in the ticket when it reopens Go to Zendesk ticket > see the internal note published with the outcome For French agents, this macro is also available in French: Email Change Persona KYC - 2nd attempt RIV - KYC failed FR
↗ Verification status is 'approved'

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'approved'”.

Verification status is 'failed/declined''

🎯 Process

  1. Please inform the member that we couldn't proceed with their email change request as the identity verification check failed Send the following macro: Email change Persona KYC refused - RIV failed
  2. Solve the ticket If the member complains, please invite them to create a new account
↗ 'User requires manual review'

→ Same handling as 1. Request received by email (member not logged in) — “'User requires manual review'”.

↗ If the link has expired

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'approved'”.

'User requires manual review'

🎯 Process: 1- Please set ticket status to On hold 2- Escalate to legal via the Gsheet (tab Legal Escalation) Legal will review the KYC within 24 business hours and manually approve or reject 3- Check the outcome in this file

↗ If 'passed' at legal

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'approved'”.

↗ If 'failed' at legal

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'failed/declined'”.

Member has multiple accounts

🎯 Process: p lease check if all the accounts are active or the linked accounts have already been closed Go to C360 > enter the user ID in login ID and go to Basic info > Active

✅ Active - Linked accounts are not deactivated yet

🎯 Process

  1. Please create a child ticket to Fraud team for them to check if the member is a suspected fraudster or not
  2. Set ticket status to On-hold Fraud team will close the linked accounts and keep open the one with the most activity
Fraud team considers the member is legit

🎯 Process

  1. Please send the macro Email Change MULTIPLE ACCOUNTS Persona KYC - 1st attempt RIV EN to the member to go through to verify their identity and share with us the following elements:
  2. Phone number
  3. Address
  4. Check the outcome of the KYC in the ticket when it reopens Go to Zendesk ticket > see the internal note published with the outcome For French agents, this macro is also available in French: Email Change MULTIPLE ACCOUNTS Persona KYC - 1st attempt RIV FR If the link has expired, please send one more time the 1st attempt macro above (in EN or FR) If the user mentioned they don’t have access to their initial email address, make sure to contact them on their new email address, otherwise they won’t receive our email
↗ Verification status is 'approved'

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'approved'”.

↗ Verification status is 'failed/declined'

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'failed/declined'”.

↗ 'User requires manual review'

→ Same handling as 1. Request received by email (member not logged in) — “'User requires manual review'”.

Fraud flagged the member as potential fraudster

🎯 Process

  1. Please don’t process with email change request from the member. You can send the macro: Email change Persona KYC refused - Suspected fraudulent account
  2. Solve the ticket No complaints will be accepted from this member, please remain firm
❌ Inactive - Linked accounts are already deactivated

🎯 Process: please check the Fraud Flag of the deactivated accounts Go to C360 > User (Buyer/Seller) > Basic info > Status

↗ Flag is 'Multiple accounts'

→ Continue in another article: 🚨 Fraud › Account closure › Fraud Flags & Definitions.

Any other Fraud flag

🎯 Process

  1. Please create a child ticket to Fraud team for them to check if the member is a suspected fraudster or not
  2. Set ticket status to On-hold
Fraud team flagged the member as a potential fraudster

🎯 Process

  1. Please don’t process with email change request from the member. You can send the macro: Email change Persona KYC refused - Suspected fraudulent account
  2. Solve the ticket No complaints will be accepted from this member, please remain firm
↗ Fraud team considers the member is legit

→ Same handling as 1. Request received by email (member not logged in) — “Fraud team considers the member is legit”.

2. Request received via messaging (member logged in)

🎯 Process: please check if the member has multiple accounts:

  1. In C360 enter user ID
  2. Retrieve billing phone number
  3. Go to the monolith BO (Old BO) > commandes > gestion CRM
  4. Copy and paste the billing phone number
  5. Check the results and if the member has multiple accounts

Sub-cases

Member has only 1 account

🎯 Process: please send the macro Email Change Persona KYC - 1st attempt EN to the member and check the outcome of the KYC in the ticket when it reopens Go to Zendesk ticket > see the Verification status is 'approved' internal note published with the outcome For French agents, this macro is also available in French: Email Change Persona KYC - 1st attempt FR If the link has expired, please send one more time the 1st attempt macro above (in EN or FR)

Verification status is 'approved'

🎯 Process

  1. Please process with the email change immediately
  2. Fill out the email change monitoring file
  3. Send notification to both the old and the new email addresses with the following macro: Email change Persona KYC confirmation - passed
  4. Solve the tickets
Verification status is 'failed/declined''

🎯 Process

  1. Please inform the member that their 1st identity verification attempt has failed
  2. But offer them a 2nd verification attempt, send the macro Email Change Persona KYC - 2nd attempt EN and check the outcome of the KYC in the ticket Go to Zendesk ticket > see the internal note published with the outcome For French agents, this macro is also available in French: Email Change Persona KYC - 2nd attempt FR
↗ Verification status is 'approved'

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'approved'”.

Verification status is 'failed/declined''

🎯 Process

  1. Please inform the member that we couldn't proceed with their email change request as the identity verification check failed Send the following macro: Email change Persona KYC refused - KYC failed
  2. Solve the ticket
If the customer complains

🎯 Process

  1. Please escalate to Fraud team for them to review if the member is legit or not
  2. Inform the user we are escalating the requests to our experts
  3. Set ticket status to On-hold
↗ Fraud approved the user

→ Same handling as 2. Request received via messaging (member logged in) — “Fraud did not approve the user”.

Fraud did not approve the user

🎯 Process

  1. Please remain firm on the decision. Explain to the member that we couldn't proceed with their email change request as the lasts identity verification checks failed. The security on the platform is our priority and we will not go any further with their request.
  2. Solve the ticket
↗ 'User requires manual review'

→ Same handling as 1. Request received by email (member not logged in) — “'User requires manual review'”.

↗ If the link has expired

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'approved'”.

'User requires manual review'

🎯 Process: 1- Please set ticket status to On hold 2- Escalate to legal via the Gsheet (tab Legal Escalation) Legal will review the KYC within 24 business hours and manually approve or reject 3- Check the outcome in this file

↗ If 'passed' at legal

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'approved'”.

↗ If 'failed' at legal

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'failed/declined'”.

Member has multiple accounts

🎯 Process: p lease check if all the accounts are active or the linked accounts have already been deactivated Go to C360 > enter the user ID in login ID and go to Basic info > Active

✅ Active - Linked accounts are not deactivated yet

🎯 Process

  1. Please create a child ticket to Fraud team for them to check if the member is a suspected fraudster or not
  2. Set ticket status to On-hold Fraud team will close the linked accounts and keep open the one with the most activity
Fraud team considers the member is legit

🎯 Process: please send the macro Email Change MULTIPLE ACCOUNTS Persona KYC - 1st attempt EN to the member and check the outcome of the KYC in the ticket when it reopens Go to Zendesk ticket > see the Verification status is 'approved' internal note published with the outcome For French agents, this macro is also available in French: Email Change MULTIPLE ACCOUNTS Persona KYC - 1st attempt FR If the link has expired, please send one more time the 1st attempt macro above (in EN or FR)

↗ Verification status is 'approved'

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'approved'”.

↗ Verification status is 'failed/declined''

→ Same handling as 1. Request received by email (member not logged in) — “Verification status is 'failed/declined''”.

↗ 'User requires manual review'

→ Same handling as 1. Request received by email (member not logged in) — “'User requires manual review'”.

Fraud flagged the member as potential fraudster

🎯 Process

  1. Please don’t process with email change request from the member. You can send the macro: Email change Persona KYC refused - Suspected fraudulent account
  2. Solve the ticket No complaints will be accepted from this member, please remain firm
❌ Inactive - Linked accounts are already deactivated

🎯 Process: please check the Fraud Flag of the deactivated accounts Go to C360 > User (Buyer/Seller) > Basic info > Status

↗ Flag is 'Multiple accounts'

→ Continue in another article: 🚨 Fraud › Account closure › Fraud Flags & Definitions.

Any other Fraud flag

🎯 Process

  1. Please create a child ticket to Fraud team for them to check if the member is a suspected fraudster or not
  2. Set ticket status to On-hold
↗ Fraud flagged the member as potential fraudster

→ Same handling as 1. Request received by email (member not logged in) — “Fraud flagged the member as potential fraudster”.

↗ Fraud considered the member is legit

→ Same handling as 3. If we receive an internal request from VIP team — “Fraud confirms the member is legit”.

3. If we receive an internal request from VIP team

🎯 Process

  1. Please create a child ticket to Fraud team for them to check if the VIP member is a suspected fraudster or not
  2. Set ticket status to On-hold

Sub-cases

Fraud confirms the member is legit

🎯 Process

  1. Please process immediately with the email change request from the VIP team
  2. Confirm with them once the email address is updated
  3. Solve the ticket
Fraud suspects the member to be fraudulent

🎯 Process

  1. Please don’t process with email change request from the member.
  2. Inform the VIP team on the internal request ticket that the member is suspected to be a Fraudulent user and as a result we couldn’t process with email change
  3. Solve the ticket
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