Abuse Moderation SOP

This article will instruct Customer Experience Specialists on how moderate abuse queues in all verticals and provide an SOP to come to a solution on each request. 

Moderation Queue Locations: 

All moderation queues are currently housed in either OSS or Nest. To access each of the different abuses queue please utilize the links below: 

 

Cars Moderation 

Review Practices 

  • Access the cars moderation queue by following the link listed above
  • Select the label at the right corner of the listing and review the notes left by the user that flagged the listing. These notes will provide you with the reason the user flagged the listings
  • Review the flagged listing by selecting the link under the image for any of the following indicators as they will help identify a listing that does not meet terms:
    • If reports of bad VIN/year, use CARFAX.com to verify VIN 
      • Copy and Paste the VIN after clicking “Get CARFAX Reports”
    • Do they have more than one? (Listings that have one or less images are more likely to be fraudulent listings)
    • Is the license plate on the car a Utah or surrounding state license plate? (Listing outside of Utah are more likely to be fraudulent listing)
    • Are the images being used known images that were collected from the internet (Tineye)
    • Mileage that is too good to be true
    • Generic or limited information inside of the listing
    • Prices that are too good to be true
    • Incorrect VIN/year associated with the vehicle 
    • Image Issues
    • Content/Description Issues
  • Review and compare the member info from OSS to the listing to help identify indicators that can correspond to listing term issues
    • Age of account: New accounts are much more prone to be fraudulent
    • Email Match: Oftentimes email addresses are manipulated inside of the listing to direct customers to a non-account holder email. 
    • Phone Number: Oftentimes phone numbers are manipulated inside of the listing to direct customers to a non-account holder phone number. 
    • Name: Normally name adjustments are tied with other listing detail modifications so that the user talks to the fraudulent user 
    • Address: Normally address adjustments are tied with other listing detail modifications so that the user talks to the fraudulent user 
  • Select the Member ID under the “Member Info” Section (blue link) which will take you to OSS
    • Review previous administrative notes for previous abuse reports and interactions on the account
    • Review current cars ads duplicates
    •  Review Sift score (Higher numbers indicate an increased likelihood of fraud)
  • Select Siftscience Dashboard link in OSS to access and review the following:
  • Select “Overview”
    • Review IP Addresses, instances where IP addresses is not in close proximity of each other or are coming out of the east coast a have a high likelihood of fraud
    • Review Listing section for the previous postings on the account and flags associated with those listings
  • Select “Network”
    • Review IP accounts for similar email address and listing history
    • Review that there are not multiple accounts associated with one phone number
  • Select “Activity”
    • Review activity for login failures and listing modifications that result in listing being too good to be true
  •  Action in Nest or Sift accordingly 

Cars Abuse Action Results

New action SOP: Listing related actions will only be done inside of each moderation vertical, any actions related to the account will only be done in OSS (until future sift learning capabilities are understood). 

  • Approving a Listing (Nest)- This action will allow the listing to continue to show on the associated vertical. 
  • Killing a Listing (Nest)- This action will remove the listing.
  • Suspending an Account (OSS): This action will close the users’ account but will allow current listing to remain posted inside of all verticals.
  • Banning an Account (OSS)- This action will close the users' accounts and remove all listings currently posted inside of the all verticals by that user.

Use Case for Action Protocols: 

  • Approving a Listing (Nest): Listing meets KSL terms of use and contains no details the detract from the user experience. 
  • Killing a Listing (Nest): Listing does not meet KSL terms of use and/or contains details that detract from the user experience. User has not previously broken KSL terms of use 3 or more times, as a result, the account would not be banned or suspended but the listing removed
  • Banning an Account (OSS): User has broken KSL terms of use 3 or more times and been warned of their infractions. Banning should be used when you want to remove all listings due to fraudulent activity or when the users have proved they cannot list without breaking terms. As a result of their continued infractions,  the user should not be eligible for utilizing our service. For additional information, see guide article (Handling Repeat Offenders) for banning policies and timelines. 
  • Suspending an Account (Nest): User is currently breaking KSL terms of use and needs to make modifications to their listings. Suspension comparatively to banning should be used when we do not want to remove all of their current listings but want to incite said user to work with support or sales. Support/ Sales will work with the user to correct the terms of abuse that are associated with their listings. 

Common Terms or Fraud Trends 

  • Four or Five duplicate listings for the same vehicle
  • One character change difference on email addresses inside of listing comparatively to OSS
  • Dealers creating multiple accounts for the purpose of posting over their dealer limit
  • LIsting amount being reduced to a price that is too good to be true 

Pending and Follow up requirements 

In the case that a customer experience specialist is unable to close to ticket due to needing additional information from the user, or due to internal barriers the support specialist that owns that ticket must complete the following:

  • Reach out to the user providing any updates of the request every 24-48 hours 
  •  In the case the user is unresponsive to our requests, customer experience specialists should make at least 2 attempts prior to closing the ticket
  • An email informing the customer that the ticket is being closed must be sent to the user informing them that upon reception of the requested information we will reopen the ticket. 

Account Notation and Tracking

At the closure of any moderation review or ticket request via Zendesk OSS notes sections must be updated with the following details: 

  • Issue:
  • Resolution:
  • Next Steps 
  • Copy listing 

Proper notation and tracking will give a full account understanding of previous interactions and/or issues for all future interactions with that user. 

A ticket must be created for each moderation done inside of Zendesk. 

 

Classifieds Moderation 

Review Practices 

  • Access the classifieds moderation queue by following the link listed above
  • Select the abuse listing you would like to review (For best practice purposes, review the ads with the most reported abuse first then from oldest to newest) 
  • Review and compare the member info from OSS to the listing to help identify indicators that can correspond to listing term issues
    • Age of account: New accounts are much more prone to be fraudulent
    • Email Match: Oftentimes email addresses are manipulated inside of the listing to direct customers to a non-account holder email. 
    • Phone Number: Oftentimes phone numbers are manipulated inside of the listing to direct customers to a non-account holder phone number. 
    • Name: Normally name adjustments are tied with other listing detail modifications so that the user talks to the fraudulent user 
    • Address: Normally address adjustments are tied with other listing detail modifications so that the user talks to the fraudulent user 
  • Review the listing by selecting listing number above the listing description for any of the following indicators as they will help identify a listing that does not meet terms:
    • Do they have more than one? (Listing that have one or less pictures are more likely to be fraudulent listings)
    • Are the images being used known images that were collected from the internet
    • Listing placed by a private seller when the user is a business
      • Utilizes Salesforce for to view prospect/ salesperson
    • Generic or limited information inside of the listing
    • Prices that are too good to be true
    • Pictures Issues
    • Content/Description Issues
  • Copy the member ID listed in the listing abuse page and select “Members” on the left column
  • Under the search bar select “ID”
  • Paste the member ID into the search bar and select search 
  • Select the users name
    • Review previous administrative notes for previous abuse reports and interactions on the account
    • Review current listing duplicates
    •  Review Sift score (Higher numbers indicate an increased likelihood of fraud)
  • Select Siftscience Dashboard link to access and review the following:
  • Select “Overview”
    • Review IP Addresses, instances where IP addresses are not in close proximity of each other or are coming out of the east coast a have a high likelihood of fraud
    • Review Listing section for the previous posting on the account and flags associated with those listings
  • Select “Network”
    • Review IP accounts for similar email address and listing history
    • Review that there are not multiple accounts associated with one phone number
  • Select “Activity”
    • Review activity for login failures and listing modifications that result in listing being too good to be true
  •  Action in Nest or Sift accordingly 

Classified Abuse Actions

New action SOP: Listing related actions will only be done inside of each moderation vertical, any actions related to the account will only be done in OSS (until future sift learning capabilities are understood). 

  • Not Abuse (OSS abuse page): This action will allow the listing to continue to show on the associated vertical. 
  • Abuse (OSS abuse page): This action will remove the listing.
  • Next (Oss Abuse Page): This action will take you to the next listing that was flagged as abuse without actioning the listing you are currently on. 
  • Suspending an Account (OSS Member Page): This action will close the users’ account but will allow current listing to remain posted inside of all verticals.
  • Banning an Account (OSS Member Page): This action will close the users' accounts and remove all listings currently posted inside of the all verticals by that user.

Use Case for Action Protocols: 

  • Not Abuse (OSS abuse page):  Listing meets KSL terms of use and contains no details that detract from user experience. 
  • Abuse (OSS abuse page): Listing does not meet KSL terms of use and/or contains details that detract from the user experience. User has not previously broken KSL terms of use 3 or more times, as a result, the account would not be banned or suspended but the listing removed
  • Banning an Account (OSS): User has broken KSL terms of use 3 or more times and been warned of their infractions. Banning should be used when you want to remove all listings due to fraudulent activity or when the users have proved they cannot list without breaking terms. As a result of their continued infractions,  the user should not be eligible for utilizing our service. For additional information, see guide article (Handling Repeat Offenders) for banning policies and timelines. 
  • Suspending an Account (Nest):User is currently breaking KSL terms of use and needs to make modifications to their listings. Suspension comparatively to banning should be used when we do not want to remove all of their current listings but want to incite said user to work with support or sales. Support/ Sales will work with the user to correct the terms of abuse that are associated with their listings. 

Common Trends 

  • Listing being posted in the wrong category or vertical 
  • Bad information or price associated with the listing 
  • Users creating duplicate listings 
  • Price Gouging toilet paper, hand sanitizer and face masks
  • Items listed in the free section that are not free 

Pending and Follow up requirements 

In the case that a customer support specialist is unable to close to ticket due to needing additional information from the user, or due to internal barriers the support specialist that owns that ticket must complete the following:

  • Reach out to the user providing any updates of the request every 24-48 hours 
  •  In the case the user is unresponsive to our requests, support specialists should make at least 2 attempts prior to closing the ticket
  • An email informing the customer that the ticket is being closed must be sent to the user informing them that upon reception of the requested information we will reopen the ticket. 

Account Notation and Tracking

At the closure of any moderation review or ticket request via Zendesk OSS notes sections must be updated with the following details: 

  • Issue:
  • Resolution:
  • Next Steps 
  • Copy listing 

Proper notation and tracking will give a full account understanding on previous interactions and/or issues for all future interactions with that user. 

A ticket must be created for each moderation done inside of Zendesk. 

Jobs Moderation 

Review Practices 

  • Access the jobs moderation queue by following the link listed above
  • Review listing and abuse notes shown in Nest  
  • After reviewing abuse notes and listing details, if the account is less than a day old and that is the only abuse notation, select “Action” and mark it as not abuse 
  • If other flags are associated with the listing, take the following steps to continue audit process
  • Select the Job ID and review the listing 
    • Is the category and subcategory reflective of the position
    • Does the description match the position or house any incorrect/ malicious information
    • Does listing contact information, (email, phone number, Name)and any additional listing information reflect the appropriate business information and job requirements/salaries
  • Select the MID number (highlighted in blue) to access the members account information
    • Review previous administrative notes for previous abuse reports or instances of the account being compromised and any interactions on the account
    • Review additional posting for duplicates and or listing comparisons 
    •  Review Sift score (Higher numbers indicate a increase likelihood of fraud)
  • Select Siftscience Dashboard link to access and review the following:
  • Select “Overview”
    • Review IP Addresses, instances where IP addresses are not in close proximity of each other or are come out of the east coast a have a high likelihood of fraud
    • Review Listing section for the previous posting on the account and flags associated with those listings
  • Select “Network”
    • Review IP accounts for similar email address and listing history
    • Review that there are not multiple accounts associated with one phone number
  • Select “Activity”
    • Review activity for login failures and listing modifications that result in listing being too good to be true
  •  Action in Nest accordingly 

Job Abuse Action Results 

New action SOP: Listing related actions will only be done inside of each moderation vertical, any actions related to the account will only be done in OSS (until future sift learning capabilities are understood). 

  • Not Abuse (Nest abuse page): This action will allow the listing to continue to show on the associated vertical. 
  • Abuse (Nest abuse page): This action will remove the listing.
  • Suspending an Account (OSS Member Page): This action will close the users’ account but will allow current listing to remain posted inside of all verticals.
  • Banning an Account (OSS Member Page): This action will close the users' accounts and remove all listings currently posted inside of the all verticals by that user.

Use Case for Action Protocols: 

  • Not Abuse (Nest abuse page):  Listing meets KSL terms of use and contains no details that detract from user experience. 
  • Abuse (Nest abuse page): Listing does not meet KSL terms of use and/or contains details that detract from the user experience. User has not previously broken KSL terms of use 3 or more times, as a result the account would not be banned or suspended but the listing removed
  • Banning an Account (OSS):User has broken KSL terms of use 3 or more times and been warned of their infractions. Banning should be used when you want to remove all listings due to fraudulent activity or when the users has proved they cannot list without breaking terms. As a result of their continued infractions,  the user should not be eligible for utilizing our service. For additional information, see guide article (Handling Repeat Offenders) for banning policies and timelines. 
  • Suspending an Account (Nest): User is currently breaking KSL terms of use and needs to make modifications to their listings. Suspension comparatively to banning should be used when we do not want to remove all of their current listings but want to incite said user to work with support or sales. Support/ Sales  will work with the user to correct the terms of abuse that are associated with their listings. 

Common Trends

Pending and Follow up requirements 

In the case that a customer support specialist is unable to close to ticket due to needing additional information from the user, or due to internal barriers the support specialist that owns that ticket must complete the following:

  • Reach out to the user providing any updates of the request every 24-48 hours 
  • In the case the user is unresponsive to our requests, support specialists should make at least 2 attempts prior to closing the ticket
  • An email informing the customer that the ticket is being closed must be sent to the user informing them that upon reception of the requested information we will reopen the ticket. 

Account Notation and Tracking

At the closure of any moderation review or ticket request via Zendesk OSS notes sections must be updated with the following details: 

  • Issue:
  • Resolution:
  • Next Steps 
  • Copy listing 

Proper notation and tracking will give a full account understanding of previous interactions and/or issues for all future interactions with that user. 

A ticket must be created for each moderation done inside of Zendesk. 

Homes Moderation 

Review Practices 

  • Access the Homes moderation queue by following the link listed above
  • Select the listing abuse you would like to review
  • Review listing and abuse notes shown in Nest by
  • After reviewing abuse notes and listing details, if the account is flagged due to the location being wrong take the following steps:
    • In a separate page Nest main page at http://nest.ksl.com/
    • Select Homes Longitude/Latitude
    • Copy the Listing # and paste into Longitude and Latitude
    • Copy Street Address provided in Nest based off the listing #
    • Paste into Google Maps at https://www.google.com/maps/
    • Select Satellite View and add Labels
    • Zoom in and out to see where it is (reference points, streets, etc)
    • Double-click and accept the placement
    • Check the bottom right-hand corner for a message “Ad ID updated”
    • Approve listing if in Abuse Queue
  • If other flags are associated with the listing, take the following steps to continue audit process
  • Select the home ID and review the listing 
  • Select the listing number at the top left corner highlighted in red
    • Does the description match the home or contain any incorrect/ malicious information
    • Does the specifications listed in the listing accurately reflect the home 
  • Open OSS and Search Member ID in a separate tab 
    • Does listing contact information (email, phone number, Name) reflect the appropriate home contact information when compared between Nest and OSS
    • Review previous administrative notes for previous abuse reports or instances of the account being compromised and any interactions on the account
    • Review additional posting for duplicates and or listing comparisons 
    •  Review Sift score (Higher numbers indicate a increase likelihood of fraud)
  • Select Siftscience Dashboard link to access and reviewing the following:
  • Select “Overview”
    • Review IP Addresses, instances where IP addresses is not in close proximity of each other or are come out of the east coast a have a high likelihood of fraud
    • Review Listing section for the previous posting on the account and flags associated with those listings
  • Select “Network”
    • Review IP accounts for similar email address and listing history
    • Review that there are not multiple accounts associated with one phone number
  • Select “Activity”
    • Review activity for login failures and listing modifications that result in listing being too good to be true
  •  Action in Nest accordingly
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