Restriction Detected
What wording has replaced “Fraud Detected” in G2?
Restriction Detected
When should you email the POR team?
Once the POR is uploaded/pending, emailed and noted as received/forwarded, or processed but the account is still suspended.
What must now be verified before cancelling a Local Delivery or Pickup appointment?
The Member or Cardholder's PID.
What does NSF stand for?
Non-Sufficient Funds.
You see an account suspended for 503 Attempted Deceit, 105 Suspicious Behaviour, 508 Presented Doc Tampered, or 509 Person Showing in Doc Not Matching Doc Photo. What should you do?
Post the account information in the Veriff Approvals chat. Tell the member their account is under review and there are no additional updates. Do NOT provide a timeframe.
When you see Restriction Detected, what should you check to determine why the account was suspended?
The account notes.
Please review the notes to see WHO suspended the account and WHY
A member needs POR but has nothing uploaded, pending, or noted as received. What do you tell them?
Send POR to member.license@copart.com from the email associated with their Copart account.
True or False: Copart Delivered provides a guaranteed delivery timeframe.
False.
The average delivery timeframe is approximately 5–7 business days, but that timeframe is not guaranteed and can be affected by factors such as carrier availability.
True or False: An NSF-suspended account can be reactivated if the portal shows the invoice as paid in full
No.
Have the member reply to the NSF MiTicket and request that the available UF be applied.
Name 4 countries where Business Members no longer need a notarized English translation of their original Spanish licensing documents.
Any 4 of the following: Costa Rica, Dominican Republic, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Puerto Rico, Bolivia, Chile, Colombia, Ecuador, Paraguay, Peru, Uruguay, or Venezuela.
How do you know it’s a fraud account if there usually isn’t a note explaining the reason for the suspension?
Check who suspended the account. It is considered a fraud account if it was suspended by:
Michael Barber, Jennifer Warren, Crystal Barber, Leah Valadez, Caitlin Watkins, Tashanna Miles, Lauren Forslund, Kat Noble, Anesia Ridge, or Lisa Cathey.
Name 3 acceptable Proof of Residency documents.
Any 3: Insurance Statement, Mortgage Statement, Utility Bill, Vehicle Registration, or Voter Registration.
The member wants delivery to a different address than the physical address on their account. Can they add another delivery address?
Yes. They can use + Add New Address when ordering delivery.
A buyer has questions about an NSF fee, and the account notes don't explain the charge. Where should you direct them?
Their NSF MiTicket, which contains the transaction and associated charge details.
A member refuses verification and says they only want general information. What do you do?
That's okay. Give general information only and nothing account-specific. Verification won't be scored against you as long as you attempted to locate/verify the account.
An account was auto-suspended for Restriction Detected because it is linked to another suspended account. Does the member automatically need to provide POR?
No.
These members do not need a POR. These accounts are not reviewed unless the member contacts us and requests a review. The system will not auto note the other accounts. This check is done internally behind the scenes which will not auto note other accounts located.
What should you do?
Create a ticket and assign it to MS - POR and the Compliance team will review further and be in contact with the member.
Advise the member that Member License will email them within 1 business day regarding account status.
A member cannot provide POR matching the physical address they registered with.
New account: No. If the account is Suspended or in Failed Verification, the physical address cannot be updated until the member provides the information requested.
Existing account: Maybe. See next entry.
What if the member doesn’t have a Proof of Residency document for the address on the account?
The Compliance team will need to review this. Please have the member send an email to Member.License@copart.com and include the following information:
Account # and Owner Name
A direct statement typed out, stating that the address on file needs to be reviewed, and what the member’s current address is.
Attach a Proof of Residency document matching that current address they listed. (For MS Reps: verify a POR with the matching address has already been uploaded to the account).
A paid delivery is successfully cancelled. Where does the delivery money go?
Back to the member's Unapplied Funds.
A buyer cannot reply to their NSF MiTicket. What is the exception process?
Contact Supervisor → they can contact Betty Spencer for review. No account action until Betty reviews it.
You need approval for a Bid Limit Increase, Past 7-Day Refund, Renewal Refund, or Rebilling Aged Relist, but one Supervisor isn't responding. What do you do?
Reach out to another Supervisor. These should be handled as one-call resolutions whenever possible.
A member’s account is linked to another suspended account with a balance due. What are some questions you can ask to help identify the connection?
A Restriction Detected member admits they know the person whose linked account owes Copart money and wants to pay the balance. What's your next step?
Offer to create a Buyer A/R ticket to assist with resolving the balance. Do not disclose private information about the other account.
You verified the caller using normal account verification and they ask you to cancel their pickup appointment. Can you cancel it now?
Not yet. You must verify PID before cancelling the pickup appointment.
What changed? Funds are available in UF for an NSF balance. What should the agent do now instead of following the old escalation process?
Do not escalate just because funds are available. Have the buyer reply to their NSF MiTicket and request that the UF be applied.
A member is calling about Cash for Cars/National Network. Which call disposition should you use?
Miscellaneous/General Inquiries → Dispatch Routing & Support.