Accertify Avalanche
We use this number to search for orders within Accertify
What is the order number?
We escalate questions to this channel if we have questions in regards to an order or ticket that we are working
What is the zd-assistance-channel?
We always want to be sure to remove this flag in Admin if we are deciding to re-instate an account
What is the Potential Fraud flag?
An order state is goat_skipped_review that means the order is currently awaiting what
We send orders to this queue if a user is reaching out in regards to an order status update that is not Fraud-related
What is L2 Buyer?
If an order has a score of ___ or more, it will most likely need to be reviewed by the Fraud team.
What is 400+?
The Fraud team uses this time to discuss fraud updates
What is Fraud Weekly standup?
When reviewing this page, we want to read it from top to bottom, left to right in order to properly overview changes that were made on an account
What is the User Log?
If an order state is goat_check that means it went down this path flow
If tickets fall into this queue, we want to be sure to respond to them at the beginning or end of our shift
What is the "My Open Tickets" queue?
When this field is blank in Ekata, we don’t leave a quick note stating the the email matches the buyer when resolving an order
What is the REGISTERED NAME field?
As a Fraud Specialist I, I am expected to take care of the following responsibilities
What is:
Service inquiries in the Skipped Open Queue
Phone and Email Updates
Some Accertify Review
Investigations New + Open queue
If orders are in these goat states, we want to submit an RTS request as soon as possible if we notice fraudulent activity on an order
What is goat_packaged and shipped_buyer?
If an order falls into the goat_pick order state and GOAT is able to find a replacement seller the order will continue following this path
What is the Happy Path?
If we are deciding to cancel an order out of review, we send this macro to a user as follow up
What is the Cancelled macro?
Red flags are used for these fraud types
What is:
• Hostile Fraud - Prevented
• Hostile Fraud - Missed
• Friendly Fraud - Missed
These two members are the investigators on the Fraud Team
Who is John and Chrissa?
If we see the account_not_requested status on a user’s log this usually means that
What is have not applied for a seller's account?
An order state is seller_packaging after order review that means the order went down this path flow
What is Happy Path?
When merging tickets, we want to be sure to uncheck these boxes so that a user is not sent a message regarding the merge
What is the "Requester and CCs can see this comment" box
DOUBLE JEOPARDY
I leave a manual note in Admin stating that the AVS for an order has passed. What does AVS stand for?
What is Address Verification System
What is:
Passion
Trust
Innovation
Focus
Resilience
We can use this link on the User Profile extended page to quickly search for users if an account does not have a Fraud Review page.
What is the related users link?
An order status is goat_packaged after being confirmed fraud. What path flow would this follow
**Will offer 200 extra points if team can tell me how to handle this scenario
What is the Unhappy Path
DOUBLE JEOPARDY
These following members on the Fraud Team are leadership and we should not work on tickets in the ZD queue if we see that they are assigned
Who is:
• Carolyn
• Claudette
• Davon
• Chrissa
• John