T3: Allegation of Inappropriate Behavior

Use Case:

• Customer nudity or allegation of inappropriate behavior by customer 

Response:

• Tier 2 responds with text:

  
  If the provider seems unconcerned and not emotionally, mentally, or physically impacted, send Kustomer shortcut: #T&S-Customer-nudity/inappropriate-behavior

  
  Hello {{customer.firstName}}, Your feedback helps us provide a safe and comfortable experience. Thank you for making us aware of (personalize message). If you require additional assistance, please email help@zeel.com or let us know if you need a call from the Trust and Safety team. 

  Trust and Safety (Tier 3) will answer if the provider seems concerned and the report indicates the provider felt uncomfortable, unsafe, or emotionally, mentally, or physically impacted.

Action:

• CS/PCC - Block Customer. Wait for T/S to make final call on refunding credits and cancelling membership.
  
  Create a Customer Review. If the provider needs a call, Trust and Safety is to call following the T+S Call Protocol linked here.