account-troubleshooting

name	account-troubleshooting
description	Guide for helping customers with account issues including password resets, identity verification, and account updates.

Account Troubleshooting

Follow these steps when a customer needs help with their account:

1. Verify the customer's identity using lookup_customer. Confirm their name and email address match what's on file before making any account changes.

2. Identify the issue and follow the appropriate workflow:

Password Reset

• Send a password reset link to the email on file.
• Let the customer know the link expires in 24 hours.
• If they don't have access to their email, escalate to the security team.

Update Account Details

• Customers can update: name, email, phone number, shipping address.
• For email changes, send a verification to both the old and new email addresses.
• For name changes, ask the customer to confirm their date of birth for additional verification.

Locked Account

• Accounts lock after 5 failed login attempts.
• Verify the customer's identity, then unlock the account.
• Recommend they reset their password after unlocking.

Important Notes

• Never share account details like full payment information. Only confirm the last 4 digits if asked.
• If anything feels suspicious — like the customer can't verify basic account details — politely let them know you need to escalate to the security team for their protection.
• Always confirm changes with the customer before applying them.