While trying to checkout or create a My JMP ID a user encounters a Restricted Party Screening (RPS) block or "review." What is it? Why did they get it? How to help?
Engagement Process:
If a customer reports either of the following error messages,
- Failed to validate your identity, please contact JMP support at storesupport@jmp.com to resolve this error.
- Something went wrong with your registration. Please try again later.
Ask the user to complete the form at jmp.com/review. This form goes directly to the RPS Clearing Team and will be the fastest way for a user to have the block removed and continue. Go to the associated Contact record in Salesforce and check the Denied Party Status field in the Descartes Visual Compliance section. If there is anything other than 2 green checks, the customer has received a block.
Action from JET team:
Initial alert: If there are not two green checkmarks on the contact record field and this is the first time we know the alert has been triggered:
- Create a Post in the case and tag @RPS Global Ops to see if more information is required to clear the block.
- Include the contact name in the post
- @RPS Global Ops -"Do you have enough information to clear the block for <Customer Name>"
- Global Ops team will respond if more information is needed or if the block is cleared
- If instructed to do so, request additional details from the customer based on feedback from Global Ops.
Retriggered alert: If there are not two green checkmarks on the contact record field and we know the alert has been retriggered:
- Follow above steps for initial block, but include something similar in the post
- @RPS Global Ops - do you have enough information to clear this retriggered block for <Customer Name> ?
More information needed:
- If RPS Global Ops requests additional information and the customer asks why this is needed, the following can be sent:
- Everyone creating a My JMP ID is subject to screening for applicable export restrictions regardless of country. This is a part of our process for ensuring we stay compliant with US Government regulations. In most instances this is a case of mistaken identity. However, we do need to this information to clear the issue you have encountered. Please complete the form at jmp.com/review and a case will be opened for our team to review.
Salesforce Case Management for JET:
- Product = JMP or JMP Store (if you know this block was encountered on the Store)
- Select Topic = My JMP
- If the Product = JMP Store; Topic = Blocked Store Purchase
- Subtopic = RPS Block
- After the block is cleared, put the case on hold for 3 weeks
What if a customer is asks why they are getting an error about export laws?
Everyone creating a My JMP ID is subject to screening for applicable export restrictions regardless of country. This is a part of our process for ensuring we stay compliant with US Government regulations. In most instances this is a case of mistaken identity. However, we do need to this information to clear the issue you have encountered. Please complete the form at jmp.com/review and a case will be opened for our team to review.
What is a Restricted Party Screening? And how did someone get one?
The Restricted Party Screening is administered by the company Descartes for JMP profiles. (SAS profiles have their own screening process by another company.) The screening is required so that JMP does not do business with embargoed countries, companies, entities or users that we are restricted from doing business with.
When a new My JMP ID is created (whether for the JMP Community or to purchase), Descartes automatically performs a Restricted Party Screening. Anything other than two green check-marks on the contact record in Salesforce (see below) indicates there is a block and further investigation is needed before they can proceed.
If a customer reports either of the following error messages, it means the screening process has flagged the record. Direct the customer to jmp.com/review to complete the form.
- Failed to validate your identity, please contact JMP support at storesupport@jmp.com to resolve this error.
- Something went wrong with your registration. Please try again later.
Example of a Salesforce record with no block:
Example of a Salesforce record that has encountered a block:
SALESFORCE EMAIL TEMPLATES:
- For store purchase after block is cleared, RPS Block Cleared - store.jmp.com purchase
- For My.JMP.com login issues after block is cleared - RPS Block cleared - my.jmp.com Login
