Sanction List customers

Case Description:

The customer cannot find their vehicle due to the error: S101.

General Verbiage:

"I’m sorry for the inconvenience. I will check with the team internally and keep you posted on any updates. Thanks for your patience."

Resolution Steps:

1. Request the Customer's EID

   • Politely ask the customer to provide their Emirates ID for further investigation.

2. Escalate Immediately to L2

   • Escalate the case to the L2 team without delay for compliance verification.

3. Important Communication Guidelines:

   • Do not inform the customer that the issue may be related to a sanction list.

   • Wait for confirmation and direction from the compliance team regarding the required actions.

4. Follow Compliance Instructions:

   • Once the compliance team confirms the status and actions, proceed accordingly.

Notes:

• Ensure all interactions with the customer are handled with care and professionalism, avoiding any indication of a potential sanction issue until compliance provides clarity.

• Escalate the case in CRM and notify the team promptly for urgent attention.