Description: The article includes guidelines on handling scam cases, and escalating them via the dedicated JIRA board.


Query: User registers a scam case after sharing confidential details with a scammer, requiring immediate CXA action.


Chat Tag: Fraud > Business Scam

Action Required:

  • If user reports a scam IBFT Out case, the L2 team will use the "Route > Scam Bot (IBFT Out only)" macro to redirect the user’s chat to the bot. 
  • Proactively reset their PIN and force logout them from MC.
  • User will be asked a few questions and will have the option to file an Intercom ticket.
  • Once the user creates an IC ticket, the corresponding JIRA ticket will automatically be created and assigned to Yasir Nawab.  
  • CXA should make sure to link the JIRA ticket link from the chat notes in Intercom chat > JIRA Cloud > Link an existing issue.
  • CXA should also manually upload all supporting images (e.g. screenshots) on the JIRA ticket.
  • If additional information is needed in the scam case, CXAs must make sure to change the ticket status to "To do" after uploading/adding the relevant information.


JIRA Ticket Statuses:

  1. To Do: This when the ticket is escalated with risk team, and they investigate the case accordingly.
  2. Additional Info Needed: When the case does not have enough evidences for risk team to raise the case. 
  3. FTDH Raised: When the case falls under the purview of Social Engineering Fraud and a FTDH is raised
  4. Funds Reversed: When FTDH has been raised, and funds are held and ultimately reversed back to us.
  5. Case Closed: When a case does not falls under the purview of Social Engineering Fraud & the case is ultimately closed.

Types of Scam Cases to Raise on JIRA:

  • Business Scam Cases (Funds Transferred Willingly):
    • Chat Tag: Fraud > Business Scam
  • Scam (Details Shared/Not Shared):
    • Chat Tag: Fraud > Scam Calls
    • Macro: Scam > Fake calls 
  • Scam Reported by Non-SP Users:
    • Chat Tag: Fraud > Scam Reported by Non-SP User
    • Macro: Scam > Non-SP user