Category: 📲 Account Management  |  Section: Suspicious activity on my account  |  Contact reason: Suspicious activity on my account

Summary — read this first

What this article covers: Suspicious activity on my account requests from members. 2 use cases: No flag or "Suspected ATO" flag - Account activated; ↗ Member's account is flagged - Account deactivated.

Topics inside: Account name changed to "Account not approved" · Suspicious activity on my account.

Pick your use case:

1. No flag or "Suspected ATO" flag - Account activated (Suspicious activity on my account) — Escalate the ticket to the Fraud team to ask them if they confirm the account takeover (ATO) or not with the following information
2. ↗ Member's account is flagged - Account deactivated (Suspicious activity on my account) — Continue in another article: 🚨 Fraud › Account closure › Why was my account deactivated?

Search keywords: account, macro_id:22578071191313, not approved

Account name changed to "Account not approved"

Context: User contacts saying that their account name has been changed to “Account not approved” Do NOT escalate. The account name has been changed by Curation team due to a discrepancy in the account information (example: user used a single letter as his name, they are called "A") This is because they suspect a fraudulent activity (Troll, scam, etc)

First steps (all cases)

🎯 Process

1. Set contact reason to Suspicious activity on my account
2. Explain to the customer that our teams flagged this account as suspicious and this account is now deactivated
3. Please follow this process

Suspicious activity on my account

Context: When a user claims that their Vestiaire Collective account has been compromised and changes have been made to their account without their consent (e.g. account details changed, orders created, items listed…). Account takeover reports may look like the following: • I see abnormal behaviour under my account • Items have been sold and get paid details had been modified • I didn’t purchase anything on VC but I…

First steps (all cases)

🎯 Process

1. Set contact reason to Suspicious activity on my account
2. Please check if there is any ‘ATO’ flag on the member’s account Go to C360 > Basic info > Status
3. Escalate the ticket to the Fraud team to ask them if they confirm the account takeover (ATO) or not with the following information:
4. User Account ID number (this refers to the account number, NOT identity documents of the user)
5. Information (if any) changed on the account
6. Order IDs of orders made on the account (if applicable)
7. Set ticket status to On-hold

1. No flag or "Suspected ATO" flag - Account activated

🎯 Process

1. Escalate the ticket to the Fraud team to ask them if they confirm the account takeover (ATO) or not with the following information:
2. User Account ID number (this refers to the account number, NOT identity documents of the user)
3. Information (if any) changed on the account
4. Order IDs of orders made on the account (if applicable)
5. Set ticket status to On-hold

Sub-cases

2. ↗ Member's account is flagged - Account deactivated

→ Continue in another article: 🚨 Fraud › Account closure › Why was my account deactivated?.