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How to handle Block/Unblock Engine Users Requests

How to handle Block/Unblock Engine Users Requests

Owned by Rafael Gonzalez
Last updated: Oct 24, 2024
5 min read

Background: There are situations where certain users may need to be blocked for various reasons in accordance with our internal policies

Understanding when and how to implement these blocks is crucial. That is why this document is designed to provide clear guidance on the process, ensuring that we act consistently and fairly while addressing any necessary actions regarding user access

We will ONLY proceed with these types of requests if they come from the following Compliance Team Members:

  • Ashlee Stutler

  • Shay Lemus

  • Ayoub Ziani

  • Elizabeth Mcginley

  • Aileen Kozlowski

Table of Content

 

Blocking Engine Users:

Step

Action

Step

Action

1

  • Support will receive an Email coming from any of the following Compliance Team Members

  • Ashlee Stutler

  • Shay Lemus

  • Ayoub Ziani

  • Elizabeth Mcginley

  • Aileen Kozlowski

2

  • Is the request coming from any of the members in list?

IF YES:

Go to step 4

IF NOT:

Go to step 3

3

  • If the Blocking request is NOT coming from any of the parties in list:

  • Forward the Email request to Compliance at (DL-Everbright-Compliance@Nexteraenergy.com)

    • DO NOT share this email with external users

      • IF Compliance Approves: Go to Step 4

      • IF Compliance Rejects: Reply the following:

        • “Thank you for reaching out to us and for your request regarding the user block. We appreciate your concern; however, we must inform you that we are unable to fulfill your request at this time.

          Thank you for your understanding.

          Best regards,

      • Then; stop

4

  • Confirm the following information was provided on the compliance Email received:

  • Log in Engine as the Organization provided

image-20241014-143921.png

  • Head to “Organization Settings” and select the “Users” tab

  • Then; Seach user by either

    • First Name

    • Last Name or

    • Email

 

image-20241024-121117.png

 

  • Select the desired user and click on “Block”

  • A “Block User” window should come up

  • Select “Other” (Unless otherwise specified in the request)

  • Add in “Notes” the Email Interaction ID number

  • Once the user is blocked; the Status will show “Inactive” and a note should appear

 

 

5

  • Reply the original Compliance Requestor by using the following script:

“Thank you for your patience while we process your request. The user has been blocked”

Un-Blocking Engine Users:

Step

Action

Step

Action

1

  • Support will receive an Email coming from any of the following Compliance Team Members

2

  • Is the request coming from any of the members in list?

IF YES:

Go to step 4

IF NOT:

Go to step 3

3

  • If the Blocking request is NOT coming from any of the parties in list:

4

  • Confirm the following information was provided on the compliance Email received:

5

  • A “Block User” window should come up

  • Select “Other” (Unless otherwise specified in the request)

  • Add in “Notes” the Email Interaction ID number

6

  • Head to “Organization Settings” and select the “Users” tab

  • Then; Seach user by either

    • First Name

    • Last Name or

    • Email

 

 

7

  • Click “Unblok”

8

  • Click on “Edit” and Check the “Inactive checkbox

  • It will show “Active” right after the click

  • Then; Save

9

  • Now the user is active on the platform

10

  • Reply the original Compliance Requestor by using the following script:

“Thank you for your patience while we process your request. The user has been Un-blocked”

Handling Block/Unblock Requests from External Parties via Non-Email Channels:

Step

Action

Step

Action

1

  • Please remember that we will only proceed with blocking or unblocking a user if the request comes from compliance.

2

  • If the request is not coming from any of the parties in list and is submitted through a Non-Email channel (phone or chat).

  • Agent must gather the following information from both (Requestor and User that needs to be block/Unblock:

    • First and Last Name

    • Email

    • Organization

3

  • Add all the detailed information in the case feed

4

5

  • If Compliance Approves:

6

  • If Compliance Rejects

  • Reply to the customer the following: “Thank you for reaching out to us and for your request to (Block/Unblock) a User. We appreciate your concern; however, we must inform you that we are unable to fulfill your request at this time.

    Thank you for your understanding.

    Best regards,

  • Then; Close the Case and Stop