We have introduced a new feature to provide clarity and transparency around account lock and unlock reasons. This enhancement ensures operators have a streamlined process to understand why accounts are being locked or unlocked, improving both user experience and support capabilities.
Key Details
- Locked and Unlocked Account Reason Modal: When an operator attempts to lock or unlock an account, a modal will appear prompting the operator to select a pre-formatted reason for the action.
- Locked and Unlocked Account Reason Selection: Selecting a reason is not mandatory. Operators can choose from a list of pre-formatted reasons, enter a custom reason in a freeform text field, or proceed without specifying a reason. We recommend setting up pre-formatted reasons to allow for easier data aggregation and insights into account lock and unlock trends.
- Customer Profile Display: The reason for locking or unlocking an account will be displayed on the customer’s profile page, ensuring that relevant details are easily accessible for necessary follow-up actions.
- Reporting: Account lock and unlock reasons will be available in the relevant database table, enabling operators to analyse trends and make informed decisions regarding user account management.
How to Set Up Locked and Unlocked Account Reasons
Admin operators with the ability to edit Site Config can configure the locked and unlocked account reasons that will appear in the modal by following these steps:
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Log into JLP Admin.
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Click on Operations > Platform Configs.
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Navigate to Site Config > Locked and Unlocked Account Reasons.
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Add, edit, or delete lock and unlock reasons as needed to suit your operational needs.
If you require assistance in creating pre-formatted reasons, please contact Client Success via support@poweredbyjumbo.com.
Suggested Locked Account Reasons:
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Suspicious activity detected
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Failed identity verification
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Violation of terms and conditions
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Customer request
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Payment issues
Suggested Unlocked Account Reasons:
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Issue resolved
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Verified identity
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Terms and conditions reviewed
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Customer appeal approved
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Payment issue resolved
This customisation allows partners to create relevant, specific reasons for better data insights and customer service follow-up.
We are committed to continually improving our product and support, and we value your feedback. If you have any questions or suggestions about this update, please don't hesitate to contact us at support@poweredbyjumbo.com.