New Customer Handling
General Bytes frequently receives complaints about end-users being scammed. Our label is on the BATM, and your new customers (especially) who’ve been defrauded may reach out to us.
We have implemented many ways that Operators can prevent vulnerable customers from being defrauded, but it’s up to you (the Operator) to deploy these methods.
When the customer is defrauded: everyone in the Bitcoin ATM industry is hurt. You can make a difference AND protect customers in your area from fraud. It helps the entire ecosystem.
New Customer Protection
Most BATM fraud victims have never purchased cryptocurrency on a BATM before.
Such transactions (from virgin Identities) should to be reviewed manually first -or- delayed.
"New Customer Protection" in your CAS' AML/KYC enables this.
Any customer transaction that is considered a new customer based on the rules configured here will be evaluated according to the "new customer" rules. If configured, limits for new customers will apply regardless of the tier selected on the terminal. Each transaction will also be queued and must be manually approved by the operator. If you don't want the customer to be treated as new, simply navigate to the relevant Identity and mark it as “no longer new”.
Configure the term "new customer"
Conditions Operator *:
Logical operators that determine whether all conditions must be met (AND) or whether just one condition is sufficient (OR).
The number of completed transactions is less than: count
If an Identity has made fewer than the configured number of transactions, it will be considered a new customer. All transactions will be included, regardless of status. An empty or zero value means that the condition will not be checked.
First transaction is younger than hours
If an Identity has made its first transaction within the configured number of hours, it will be considered a new customer. An empty or zero value means that the condition will not be checked.
Configure the AND +/- OR relationship between these two conditions as needed.
AND is selected = both conditions must be met.
OR is selected = at least one condition must be met (an empty one won’t be considered).
What action should be taken when a "new customer" is recognized
NONE: the “New Customer” limits will apply (when enabled), but the transactions will not be affected.
HOLD_UNTIL_APPROVED: allows a “New Customer” queue to be assigned. Transactions will be processed according to the Queue rules.
Example AML/KYC Setting Synopsis showing “New customer protection” activated:
AML/KYC Limits
The limits set for a “New Customer” can be more restrictive than the normal tier limit. When the appropriate tier limit is lower than the “New Customer” limit, the lower limit will always apply.
Identity
An Identity can be marked as “No longer new customer” by the operator on the Identity detail page so that these limits will no longer apply to the Identity. The Operator should confirm that the customer is not a target and that they are fully aware of the risks of sending cryptocurrency.
New Customer Queues
New Customer transactions will be held in a special queue:
See: New Customer Queues
Notification
The “New Customer Transaction Pending Evaluation” has been added to Notification Policies.
This notification will be fired every time a “new customer” makes a transaction. The notification must be set for the Terminal and the Organization.
The notification will contain some basic data about the transaction:
RID,
amount,
Identity,
the name of the New Customer Queue used, and
a “call to action text” which will inform the Operator that the transaction is waiting for approval.
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