HRB
What to actions are we able to take when we are working HRB?
No Action or Suspend- HRB
Name the 4 goals of an ATO from unauthorized 3rd parties. (what different tasks do ATO fraudsters do when they get an account? Selling etc)
-Selling non-existing items (keeping the money from buyers and not sending an item)
-Buying items from the sellers
-Spamming other members with unsolicited emails
-Selling and avoiding fees
When taking action on an account (in any queue), how many proofs should you have a minimum of?
At Least 3
When do we need delink a phone number?
When ATO is confirmed, phone number was changed, and new phone number was used under Authentify Transaction History.
Work an account with me:
If an account is only 50 days old, the H.U.D. information has Mismatched email, invalid address, and in their transaction list they have only won 5 watches each worth $10,000. What queue would we work this under and what action would you take?
HRB, Suspend-HRB
In High Risk Buying, what is the one proof box that we should be selecting to make the High Risk Selling Policy to change to High Risk Buying?
bidding on or winning high priced or risky items
When we find ATO on an account, what are the steps to get the proofs?
Set your ATO start date in the User Activity page, and flag items as bad in the transaction list
In ATO, what action package is used when the account has been dormant for 1 or more years?
Suspension (Suspend-DS)
How do we get the title for the Mac Notes we place?
Document Flows > Trust and Safety > Fraud Related Documents> Account Takeover
Document > ATO Please Read
Case came in for SHATO Report stating that "Seller is sending a lot of suspicious messages giving out their contact info" Appears that account has been dormant since 2020 and system has detected new IP different from their previous IP. Account information's such as phone and email also has been changed and was able to confirm that there are attempts of email giving away info to buyers/sellers. The hacker went in the account using the bad phone number.
What would be the Package, Macnote and additional things you would do to the account.
SUSPEND-DS - SUSPEND DORMANT Mac Note - Delink Phone and revert info that has been changed.
When working HRB, when a case loads on your screen, what are the first things that we should be looking at to start our workflow?
Look at the H.U.D. to look at the information on the account and then look at Related works to see why it came in.
What are the 3 packages that we are able to use in ATO and when would we use them?
ATO Restore no contact - use when we confirm ATO on the account but no email comp or dormancy
TASR- use when we confirm ATO on the account with an email compromised
Suspend- use when we confirm ATO on the account with dormancy for atleast 1 year, OR if the account has been actioned 4 or more times by an agent.
What does a TASR do and when would we use it?
–Places Issue 12
–Scrambles password
–Removes listings or bids
–Locks account
–Credits any fees
–Sends email to customer
Placed on account if we suspect or can see customers email or listing tool has been compromised.
What are the key things that we are looking for in the M2M (Member to Member) Messaging system?
Contact information in the message
Taking the Transaction off site
Case comes in ATOS listing vehicles ,trailers, trucks. Suspicious IP appeared along with changes in email, phone and address. When you check on item details the vehicles and trucks are located in different places and it contains contact info and screenshots how of websites and phone numbers to contact for EOS. FYP was seen on the bad email and the account has previous activity way back July 2021.
If you're going to take action on this account. What would be the Package you will be using?
ATO Restore no Contact
Related Works/ H.U.D.
Transaction list
User Activity
LVIS
In ATO, when we take TASR or SUSPEND-DS action, what is the last step we should take before submitting the account?
Place a P1 Mac Note
Before getting to your consequence package, what are the two steps that need to be completed to successfully process an ATO?
Set ATO start date & Flag activity as bad
Where do I go to check if the phone number has been changed on the account? (multiple answers just give me one)
-User Activity
-Member History
-Authentify and Verification History
Case came in for a new account Bank Reentry 893. IP jumps to different IP from time to time. Listing electronics such as iPhone's. When you review the account It has successful transactions and responds to email like normal seller. Linked suspended accts is 8/50 not matching their info. What would be the best action for this matter?
Pass and close issue 893
Clear the ATO Start Date > Select the proof Bidding on or winning high priced or risky items > type the proofs in the 'Your Comments' section of AD
Name 5 tabs/views in AD that you would use to identify an ATO situation on an account?
Related Work
Risk Summary
User Activity
Member History
Authentify and Verification History
Transaction List
When do we use the Suspension package for ATO?
When the account has been dormant for 1 or more years, or the account has been actioned for ATO 4 or more times (by an agent)
Email is compromised, hacker updated the account with their email address. When we are trying to change the email address back to the member's original one, we are not able to do so. What could be possible reason and how do we handle the case?
Check if the member has created a new account with their original email address. If they have then we will not be able to update the email address. We need to update the member's original email domain on the account to ato.ebay.com so that the hacker is not able to access the account anymore
Case come in LVIS Block for high bid and global and has not contacted eBay about it. 2019 Account has 4 positive feedbacks from a low priced items from the past. Now the current IP is not matching with MM's state. Also MM is bidding on high valued items and has won Iphone 13 Pro Max appears not to be paid and not responding to emails. What is the action you would take for this Scenario? Pass or Suspend? If suspend what are your proofs
Suspend HRB
<li>Bidding on high risk items ( )
<li>Buying low cost items to pad feedback to seem more legit.
<li>Member is hitting LVIS blocks and not resolving them.
<li>IP location does not match the address location.
<li>Not paying for won items