Earner claims his a/c is compromised. After initial investigation, new_device_login tag, and debit card was found to be added. Steps and SR sent would be _______

A Delivery partner receives suspicious call (phishing call) and assumes to be hacked. Upon investigation, ATO wasn't confirmed. What steps and SR would be sent?

Driver: My earnings have been stolen

Investigation:

• New device added within 30 days

• new_device_login tag present

• vault is not compromised

  
  

  What is the SR to be provided and steps taken for the same? (don't forget CTG)

1. new_device_login tag

2. DP's claimed that his account was compromised

3. added debit card as one of the payment method

1. Follow step 3

2. Resolve by following step 4 and SR

1. Driver claiming that their account was hacked due to a suspicious call.

2. No Global ATO indicator was confirmed.

Account compromised

New_device_login tag

debit card added

ATO indicators:

New device added within 30 days of suspected ATO

Changes to the driver’s vault

Follow Step 3 actions

1. Resolved the contact by following Step 4 actions.

   • SAVED REPLY: Vault Compromised - Confirmation Check

1. Driver claimed that his account was hacked

Follow Step 3 and continue resolving in Step 4

1. DP received a phishing call and assumes a/c to be hacked

2. No ATO indicators confirmed

Scenario 1

Claims to receive phishing call

ATO wasn't confirmed

1. Follow Step 3 actions

2. Follow Step 4 actions and use the SR Vault Compromised - Confirmation Check

1. Earner claimed that his account was hacked

2. No ATO indicators confirmed

1. Follow actions in Step 1 (if applicable)

2. Then go to Step 9 – Phishing Attempt Unsuccessful.

   • SAVED REPLY FAQ: No Phishing Attempt Found 

1. New device login tag

2. Earner claims that their account was hacked.

3. A new debit card was added to the account.

1. Follow Step 3

2. resolved contact by ff step 4 actions

ATO wasn't confirmed since earner only assumed account was hacked due to a phishing call

1. only 1 global ATO indicator found

2. follow Step 1 actions

3. Continue to the Failed Unauthorized Access FAQ to solve

4. use the SR - (FAQ - No Phishing Attempt Found)

5. CTG - Driver/Delivery Partner > Risk Support - Fraud claim > Failed unauthorized access

1. Follow Step 1

2. Follow Step 9 (phishing attempt) and use recommended SR.

• driver claimeda/c was hacked - received phishing call

• No GATO inidcator

Complete actions from Step1

Send SR and resolved from Step 9

1. Are there signs of an unauthorized login? - No - Go to Step 1

2. Step 1 – Non-ATO - follow instructions

3. Go to Step 9 – Phishing Attempt Unsuccessful

1. Global ATO Indicators:

   • New device added w/in 30 days

   • New device login tag

   • Driver verbatim: earnings has been stolen

     
     

• Follow Step 1

• Follow Step 9 – Phishing Attempt Unsuccessful

• Send SR - Submit as Solved

earnings stolen

new device added

new_device_login tag

1. Follow Step 1 Non-ATO (no ATO indicators found on earner account)

1.  CONTACT TYPE Driver/Delivery Partner > Risk Support - Fraud claim > Failed unauthorized access

2. Follow step 9-– Phishing Attempt Unsuccessful

   FIRST TOUCH

   SAVED REPLY FAQ - No Phishing Attempt Found

   STATUS Submit as SOLVED

1. Driver claiming that their account was hacked due to a suspicious call.

2. No Global ATO indicator was confirmed.

1. Follow Step 1

2. Follow Step 9 (phishing attempt) and use recommended SR.

[Driver/Delivery Partner] >  Risk Support - Fraud claim > Unauthorized login > No Stolen earnings

Follow Step 3 then complete with step 6

1. Confirmed ATO indicators :

   • New device added within 30 days

   • New device tag

   • Earnings stolen

• new device added w/n 30 days

• new_device_login tag

  
  

ATO indicator

1. A new device added within 30 days

2. new_device_log in tag present

3. Earners Verbatim " earnings has been stolen"

1. new device added within 30 days

2. new device tag

3. earnings stolen

ATO confirmed

1. New device added within 30 days

2. new_device_login tag is present

3. Earners verbatim - earnings has been stolen

• Follow Step 3

• Follow Step 4a – Vault not confirmed (First Touch)

• CTG: [Driver/Delivery Partner] >  Risk Support - Fraud claim > Unauthorized login

• SR - Vault not confirmed

• Submit as AWAITING REPLY 

1. Follow Step 3

2. Follow Step 4 (vault not modified)

3. Follow Step 5, then 6,

4. Follow Step 7 and use SR (CTG - [Driver/Delivery Partner] >  Risk Support - Fraud claim > Unauthorized login > No Stolen earnings)

1. Follow Step 3 actions (if applicable)

2. Step 4 – Have there been attempts to modify the Vault? > No (Continue to Step 5)

3. Step 5 – Did falsified trips occur? > No, not mentioned. (Next, continue to Step 6)

4. Step 6 – Were any earnings lost? > No. Follow applicable actions.

1. Follow Step 3

2. Follow Step 4 (vault not compromised

3. Follow Step 5

4. Follow Step 6 (No stolen earnings) and use SR (CTG - [Driver/Delivery Partner] >  Risk Support - Fraud claim > Unauthorized login > No Stolen earnings)

Confirmed ATO:

1. Follow Step 3 – What to do when an ATO is confirmed

   CONTACT TYPE [Driver/Delivery Partner] >  Risk Support - Fraud claim > Unauthorized login

2. Follow Step 4 – Have there been attempts to modify the Vault? No

3. Step 5 – Did falsified trips occur? No

4. Step 6 – Were any earnings lost?

5. SAVED REPLY ATO Confirmed - No Stolen Earnings  

ATO Confirmed - SR > No Stolen Earnings

Submit as SOLVED

[Driver/Delivery Partner] >  Risk Support - Fraud claim > Unauthorized login > No Stolen earnings

1. follow Step 3

2. follow Step 6

3. use the SR - ATO Confirmed - No Stolen Earnings

4. CTG - [Driver/Delivery Partner] > Risk Support - Fraud claim > Unauthorized login > No Stolen earnings

1. Follow Step 3

2. Step 4 – Have there been attempts to modify the Vault? No

3. Step 4a – Vault not confirmed (First Touch)

4. Step 5 – Did falsified trips occur?

5. Step 6 – Were any earnings lost?

6. If earnings were NOT lost, follow the below steps:

   CONTACT TYPE [Driver/Delivery Partner] >  Risk Support - Fraud claim > Unauthorized login > No Stolen earnings

   ACTION

   1. Remove the following tags:

      • lock_account_update

      • fraud_base_payment_ineligible

      • vault_edit_denied

      • vault_debit_locked_indef

      • delay_vault_payout_suspicious_edit

      • delay_vault_payout_suspicious_cashout

      • Risk_suspected_phishing_old_device

      • phishing_vault_edit_denied

      • phishing_linked_device_login

      • new_device_login

   2. Apply the following tag:

      • risk_confirm_payout_card_confirmed

      • tp_ato

   3. Check for the following tags for potential UPC ATO:

      • potential_ato_payout

      • UPC creation within 15 days of suspected ATO (note date of add)

      • New device added within 30 days of UPC add

        • If 2 of 3 above checks are true, continue to the Uber Pro Card US (UPC) ATO table

      • If earnings were stolen via UPC, proceed to the next step

   SAVED REPLY ATO Confirmed - No Stolen Earnings 

   STATUS Submit as SOLVED