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How to handle Descartes Restrictive Party Screening or RPS Blocks

Salesforce Email Templates in JET - JMP Engagement Team email templates folder:

• RPS - Unknown referring site 
• RPS block - explaining why we need additional information
• RPS block - need additional information
• RPS - Waiting on Customer expired - send second reminder
• RPS Block Cleared - Student

Salesforce - preventing Duplicate cases

When we are preventing duplicate cases and showing the existing case, we are looking for cases of Subtopic "RPS Block" and Status of "New", "In Progress" or "Waiting on Customer". We do not look for cases in the status of "On Hold" or for cases with Subtopic of "RPS Block - Student". 

While trying to checkout through the Store or create a My JMP ID a user encounters a Restricted Party Screening (RPS) block or "review." 

What does the message look like?

 

For JET Team ONLY:

For entities that are a denied party per JMP Legal/Compliance:

Note: Legal doesn’t want to be involved with the cases unless individual/entity responds - see step 3

1. Send standard response to entity requesting JMP (response will be provided by Legal)
2. After sending the response, you can no longer communicate with this individual or entity.
3. If said individual or entity responds, do not respond and please forward their response to JMPCompliance@jmp.com

For JET Team ONLY - What if additional information is requested by Global Operations to clear the issue:

1. Send email template "RPS block - need additional information"
2. Set the case to Waiting on Customer
3. If the customer has not responded and the Waiting on Customer time has expired:
   1. The case will move back to your In Progress (aka "working") folder
   2. Reply again
      1. send template: "Waiting on Customer time expired and no response has been received"
   3. If no response is received within the next Waiting on Customer period and the case moves to your In Progress folder
      1. Note that no response was received in the Resolution
      2. Close case

 

Why did someone in the US get an "export" law error?

Everyone creating a My JMP ID is subject to screening for applicable export restrictions regardless of country. This is a part of JMP's 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 enter this information to clear the issue.

 

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 (within Global Operations) 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:

First 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:

1. Create a Post in the case and tag @RPS Global Ops to see if more information is required to clear the block.
2. Include the contact name in the post
   1. @RPS Global Ops -"Do you have enough information to clear the block for "
3. Global Ops team will respond if more information is needed or if the block is cleared
   1. 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:

1. Follow above steps for initial block, but include something similar in the post
   1. @RPS Global Ops - do you have enough information to clear this retriggered block for  ?

More information needed:

• Full legal name:
  • Ask user to provide full legal name, including First, Middle and Last names
    • Use Waiting on Customer for Salesforce
• 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; Subtopic = RPS Block
  • If the Product = JMP Store; Topic = Blocked Store Purchase
• Case Team (under Case Type Info) = JMP Engagement 

 

 

• 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?

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 through the store), 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.

• Example of a Salesforce records

  • No block:
  •  

 

• Blocked:
• 

 

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

My JMP