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Process: What To Do If Customer's Account Blocked/Blacklisted

Nhut Huynh Steve

Situation

 

The customer is unable to log in/top-up/purchase using their Setel account.

 

Action Needed

 

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Ops Portal

 

1. Open customer's Ops Portal > Account

 

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2. If the account is blacklisted, this error message will appear, and what restriction has been made to the account

 

  • Wallet Charge (cannot purchase)
  • Wallet Top-up (cannot top-up)
  • Login (cannot log in)

 

eg: 

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3. Go to Ops Portal > Financial Services > Risk Controls > Fraud Profiles

 

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4. Set the status to Blacklisted or Watchlisted and other necessary details

 

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5. Click on details

 

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6. Refer to the Remarks for the next action

 

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7. If no remarks, advise the customer to do e-KYC

 

8. Once e-KYC is completed, escalate to the COO for approval to clear the account

 

9. Once approved, go to the customer's Fraud Profile Details > Edit and change the status to Cleared

 

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