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Case Description: Customer is complaining that his account / device has been blocked and he cannot place / access the app / account.
Contact Drivers:Â
Across Journey --> Customer Account --> Account Deletion
NOT TO BE SHARED WITH CUSTOMERS
Please note that the fraud team has applied new rules as a start to control fraud behavior.
In case the device is blocked, the below comment will be reflected in the order logs (except the Vouchers Shield):
Example: Device Blocked from Shield - DeviceId:********* , Rules violated: card_ip_vendor_blacklisted_order
Notes:
If the customer was blocked by Shield and insisted on escalating the case to Escalation Team, we will inform the customer that s/he will be contacted within 1 hour via Email (Not via call).
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