Description: The article includes guidelines to handle Client Reported Fraud (CRF) cases. 

Chat Example: https://app.intercom.com/a/inbox/yi1q66iy/inbox/shared/all/conversation/2759067?view=List


Query: User's client reports a fraud case


Chat Tag: Business account > Client reported fraud

Action Required:


  1. Use the macro “Client Reported Fraud - Message for Client" and ask for details

  2. Once the client shares the relevant information, file a CRF ticket on the BM board with all the provided information. The ticket will automatically be assigned and debit will be run. 

  3. CXS will then reach out to the user and request information. 

  4. Once the user shares the relevant information, CXAs should add the provided information in the ticket or tag the relevant CXS in the chat. if the user/client reaches out until DRU makes a decision, check if there is an update on the ticket. 

  5. Please note: User’s account remains active and invoicing access remains granted

  6. CRF cases timeline is 77 days from the day of reporting to the outcome.


Macro:

  • Client Reported Fraud - Message for Client