Scenario briefing — SC05

“My account is blocked — I've been driving for 3 years”

Mode: Manual Domain: Duplicate Account Investigation & BGC Expected outcome: Remove duplicate tag, reinstate account, send confirmation

1. Context

Jamal Carter — Atlanta, 3 years driving with Uber. His account was deactivated 2 days ago with no explanation. He contacts T2 support. The agent pulls up his account in Bliss and sees the do_duplicate_account_status tag. UGraph returns 1 related account (UUID-9872, similarity 0.94, inactive since March 2024). BGC on the primary is clear. Jamal insists the secondary account was created accidentally during an app reinstall 2 years ago and was never used.

2. Steps to follow

Open the environment

  1. Open the Bliss ticket — review the customer context on the left
  2. Open the knowledge base (via Bliss: Tools → Knowledge Base, or directly at https://uber-poc.us.stonly.com/)

Open the right process to follow

  1. As there is a duplicated account, open the Duplicate Account Investigation — SOP / Runbook guide

Option A — Search

Use the search bar to find the right process. Example queries:

Option B — Browse the Knowledge Base

Go through decision tree

  1. Confirm the duplicate account issue. As driver.account_tags includes do_duplicate_account_status, the duplicated account is confirmed (see the “Bliss-tag” collapsible section).
  2. Run through the Duplicated Account Investigation process.
  3. Cross-reference BGC using the “BGC-LEGACY KMSLH article”. → BGC cross-check passes.
  4. Perform actions on the Primary account once it is identified.

3. Expected final result

✅ Remove duplicate tag, reinstate account, send confirmation.

4. Bliss context available (loaded in the ticket)

{
  "driver_name": "Jamal Carter",
  "driver_uuid": "UUID-4421",
  "market": "US&C",
  "city": "Atlanta",
  "account_status": "deactivated",
  "deactivation_date": "2026-04-20",
  "account_tags": ["do_duplicate_account_status"],
  "years_driving": 3,
  "bgc_status": "clear",
  "driver_status": "Deactivated",
  "ugraph_related_accounts": [
    {
      "uuid": "UUID-9872",
      "similarity_score": 0.94,
      "match_reason": "phone+email",
      "account_status": "inactive",
      "last_activity": "2024-03-15",
      "ra_history": { "refunds_14d": 0, "fraudulent_activity": false }
    }
  ],
  "account_notes": [
    {
      "timestamp": "2026-04-20T09:15:00Z",
      "text": "Account flagged by automated duplicate detection. Manual review required."
    }
  ]
}

5. Push back

When you are on your resolution page, add an answer to the thread, and then click on this link to reload the page with a push back.