All About Suspensions
Monitors and takes down GAIA accounts and Cloud projects for violations of the Cloud Platform Terms of Service and Acceptable Use Policy
What is Cloud Abuse Ops?
customers submit a picture of their gov't ids, their card to prove their identity.
What is Risk Verification?
statuses where autonag is in place.
What is SO & WOCR?
happens when a billing account is taken down for signals of payment fraud, stolen payment instruments, account takeovers (ATO), prepaid card usage and other fraud signals as defined in the Risk Actions Map
What is Risk Takedown/Termination?
"This action couldn't be completed. Try again later. [OR-CBAT-15]/[OR-BSBBF-103"
What is High Fraud Risk?
P0
P1
P2
P3/P4
What are Case Priorities?
when abuse flags are observed, this resource is impacted.
What is a Project?
the Risk Control "Risk signup verification permanent failure" is added to the account.
PFI
What is Product, Feature, Issue?
High fraud probability
Prepaid card use
Fraudulent chargeback
Related to a terminated account with the same GAIA
Abuse escalation for auto close
Aggressive free trial activity
What are the reasons for a Risk Shutdown?
Regular Cases that are not responded to within 24 hours.
Break Glass (BRRB) cases that are not responded to within 1 hour.
What are the reasons we can escalate to Risk Team?
the first email that we send to the customer.
What is FMR/FIrst Meaningful Response?
When adding or changing a form of payment, customers may encounter an error with a code that appears in the format OR-XXXX-NN
What are BIC errors?
The PT&S reviewer will need to release the hold (controls) on the account to allow the customer to update their account and add a new payment method.
After adding a new FoP, instruct the customer to fill out the Verification Form with the new payment method details to potentially resolve the account suspension.
What happens for Lost/Stolen/Unavailable FOPs?
an 8 item requirement for all inbound case handling. This assesses if the case has a duplicate, what priority it is in, authentication and issue summary.
What is Case Assessment Precheck?