SOP-009: Account Status Change

1. SUMMARY
   • This document reviews the guidelines for Account Status changes.
     • There are three status: GDPR Erasure, Block, Deactivate/Reactivate
   • When an account is blocked or deactivated by the system we need to follow strict guidelines in determining if an account can be reactivated or unblocked
2. GUIDELINES
   • Account Activation
     • Verify Team
       • If an account is blocked due to Chargebacks or Fraud by the Verification Department only the Verification Team can determine if it is okay to Reactivate the account.
         • Ask the customer if they can wait while you check for them.
         • Reach out to a Verification Representative via Chat, to see if they can assist with resolving the customer.
         • If the Verify Team approves the activation, they will activate and you can advise the customer.
         • If the Verify Team declines to reopen the account, we need to advise the customer that we are not able to activate the account at this time. Then refer them to the Verify Team. The Verify Team will provide them with the details in regards to why it cannot be done.
       • Customer
         • If an account is deactivated due to customer request then it needs to be sent to Brian or Robert for the reactivation of the account if the customer requests that the account be active again.
           • The request to Activate has to come from the same email address as on the account.
           • If it does not then we need to ask the customer to email from that email address or complete a 2-Step Verification to verify the account.
         • Unknown Reason
           • If you are unable to determine the reason for the deactivation or blocking of an account, escalate the issue to Brian or Robert for assistance.
             • Brian and Robert will assist further with determining if it can be activated.
           • Deactivation Request
             • If a customer asks to Deactivate their account.
               • We should first find out why, as this is now a lost customer.
               • After we try and assist the customer if they still want it Deactivated then email the customer using canned response to confirm if they want account deactivation or account to be deleted
               • If they want account to be deactivated, agent deactivates account
                 • Make sure to provide a details Account Note to the reason for Deactivation with Email or Chat ID.

• Delete Account
  • If a customer requests us to Delete their information, Due to GDPR Requirements the customer has to submit a form to our Privacy Team.
    • https://secure.iherb.com/myaccount/managemydata
  • After the customer submits the form our Privacy Team will determine to select the GDPR Erasure button.