Account Integrity tickets

https://shopify.zendesk.com/agent/tickets/18507548

AI ticket: 

https://shopify.zendesk.com/agent/tickets/12962888

https://shopify.slack.com/archives/C0F0FGJMU/p1594470625443900 

I gained more understanding of the Account Integrity team here as I learned how important it is for partners and merchants to follow the correct procedures and that AI will do their absolute best to support our merchants, but they must follow procedures which are there to protect the interests of all of our merchants.  The accounts team had to freeze this store as the partner wanted his credit card removed, meaning it was escalated as a compromised account, and the account owner could then not access it, leading to her being upset about this. There is a process in place for partners to pass this off to avoid this happening, which was then communicated to the partner. From my end, I kept in touch with the parties, and kept an eye on the AI ticket to ensure as best as I could that the issue was resolved. In this case the merchant did not get her store open, but only because she had not checked her emails on that day. 

https://shopify.zendesk.com/agent/tickets/15471232

Here I discovered how complex certain straightforward things such as logging in can become with 2 factor authentication. I was unable to fully authenticate merchant as he had deleted his information, and the AI team had to follow up with a request for government issued ID in order to disable the 2FA and allow the merchant to access their store.