LL - Health Brand Black Listing or blocking a customer from purchasing

We have the option to block a customer from purchasing by adding them to the blacklist in Sticky and to our Fraud Filter app in Shopify when we need to, however, they must meet certain criteria in order to be blocked, and a ticket should be created for manager review BEFORE they are blocked -- and before removing a blacklist/block. 

Criteria to block/black list:

• Abusing our refund policy (continues to order our products and asks for a full refund multiple times)
• Files a dispute or chargeback (or multiples) for no apparent reason or when our company is not at fault
• Abusive behavior or language towards a team member
• Fraudulent or Scammy behavior (uses a stolen card, seems like they are trying to steal)
• Ordering products with the intention of selling them online
• Becomes disgruntled and cannot be satisfied, resulting in bad reviews, BBB complaints, or negative posts on social media 
• A customer requests their own information or the information of a parent with dementia be blocked

If a customer meets any of these criteria: 

1. Create a CHO ticket requesting the customer be blacklisted/added to the fraud app along with details about WHY/WHAT HAPPENED. 
2. Assign the ticket to your manager for review. 
3. Your manager will determine if blocking the customer from purchasing is the appropriate action and if so, will take steps to make sure they are blocked, noting the ticket with details. 
4. If customer is blacklisted
   1. Add a black listed tag to ALL the tickets in Helpscout
   2. change the properties to reflect the issue
   3. make a permanent note on the customer ticket
   4. add a tag to the customer record in zoho too
      1. Example: Marcia Crocker mcrockerrus@yahoo.com
   5. Add a request for Zel to add the customer to the fraud filter in the shopify stores.

What should you do if a customer who has been blacklisted wants to place an order?

-When you try to place an order for someone who has been blacklisted in Sticky you should receive an error notice saying the customer has been blacklisted and preventing you from placing the order.

-Your next step is to read the notes in sticky regarding why the customer was blacklisted and let them know why you are unable to place an order.

-If there are no notes, let them know that there is a block on their account and that we cannot accept new orders. 

-- Tell them this usually happens if they placed an order with us and disputed it with their bank. - Let them know you are unable to override the block without a manager’s approval. 

-At this point, the customer may accept that they can’t place an order and end the call - OR they will ask you to find a manager to override it.

--If the customer is angry, you should treat it as an escalation and let them know that we are happy to review their request to remove the block - they can either email us an explanation, or if a manager is available to join the call that is an option too. (If no manager is available we will call them back).

— Important: DO NOT place an order in either Shopify or sticky if a customer has been blacklisted or added to a fraud filter.  (If a customer is blacklisted in Sticky, then you should not place an order for them in Shopify instead -  you ALWAYS need a manager’s approval before placing an order).