POD TASS - garciasmary/Helps GitHub Wiki

Se envolve dinheiro = PAYMENT

Conteúdo que gera dinheiro (ad/bm) = MPS

Acessar conta normal = ACCESS USER

Acessar conta que gera dinheiro (ad/bm) = ACCESS BUSINESS

Conteúdo ou anúncio rejeitado por questões orgânicas = POLICY ENFORMENT

Todo o resto = EAM

Dúvida/exceções = CHECKLIST (conferir sempre)

CONTEÚDO TRNSCRITO DOS PRINTS:

EAM Pod Responsibilities

The EAM pod serves as a catch-all for generalist issues and handles specific categories of problems that don't fit neatly into other specialist pods. It's important to recognize when an issue should be routed to EAM rather than a specialist pod.

Restrictions & Enforcement Disabled or restricted assets, content taken down, pages not recommendable, and appeals for restrictions.

Account Management Profile/page name changes, identity confirmation, admin disputes, and Meta Verified issues.

Monetization Setting up monetization, understanding eligibility, managing subscriptions, and fundraising tools.

Safety & Security Reporting harassment, impersonation, intellectual property infringements, spam, and suspicious messages.

Payment Pod Issues

The Payments pod is specifically focused on financial transactions, payment methods, and billing issues. Understanding which issues belong to Payments versus other pods is crucial for accurate routing.

Payment Methods Adding, removing, or switching payment methods.

Billing Issues Failed payments, refunds, and balance discrepancies.

Ad Credits Claiming, receiving, or redeeming ad credits.

The Payments pod handles all financial aspects of advertising accounts, including account spending limits, prepaid balances, manual payments, and refund requests. Issues related to declined payment methods, incorrect charges, or TDS refunds also fall under this pod's responsibility.

Monetization Product Support (MPS) Issues

MPS handles a wide range of issues related to ad creation, management, and performance. However, there are many exceptions where issues that seem like MPS problems should actually be routed to EAM or other pods.

Ad Performance Issues with ad rendering, publishing errors, learning phase, delivery problems, and metrics.

Ad Creation & Editing Creating or modifying ads, ad sets, campaigns, images, videos, CTAs, and text.

Technical Setup Pixel implementation, app events, SDK setup, and conversion tracking.

Commerce Issues Catalog management, shop setup, product listings, and order processing.

PRELIMINARY CHECKLIST

Check whether any of the issues below apply based on information in the case transcripts or signal repositories/tools like UBD, IDD, etc., and select the appropriate pod:

Disabled ad accounts, BMs, or user accounts EAM

Feature limits EAM

Sentry blocks EAM

Account credit limit issues EAM

Unsettled account EAM

Payment restrictions EAM

Internal spend limit (billing threshold) reached EAM

Any other forms of restrictions EAM

Daily spend limit issues EAM

Account spending limit issues Payment

Missing payment method Payment

If there are any issues regarding a compromised or hacked asset, select the appropriate pod:

Compromised user account Access User

Compromised page Access User

Compromised (standalone) ad account Access User

The user account (FB or IG) is compromised and disabled Access User

The customer is reaching out about someone else's hacked user account, 2FA issue, or password reset Access User

Compromised ad account linked to a Business Manager Access Business

Compromised Business Manager Access Business

Compromised user account and Business Manager Access Business

The customer wants to claim a refund for a hacked user account Access Business

Is the user experiencing any login issues (such as problems with passwords or two-factor authentication)? If so, the correct pod is User Access.
Is the client contacting us regarding a rejected ad? Check if any of the scenarios below apply:

The customer reaches out about rejected ads and they have a disabled ad account EAM

The customer reaches out about rejected ads and the associated ad account has payment restrictions EAM

The customer reaches out about organic content, such as posts on Instagram or Facebook, flagged for going against Community Guidelines EAM

The customer reaches out about rejected catalog items (products) EAM

The customer wants advice on whether their ad is likely to be approved, but no ad has actually been submitted EAM

If none of the above apply, and the ad(s) were rejected, the correct pod is Policy Enforcement.

Loading issues: MPS

Boost content: MPS

Boost listing EAM Boosted posts rejected EAM Any issue with FB Live Video OR FB Reels boosting/promoting EAM

Subscribe to Meta Verified: EAM

Page Taken Down: EAM

Page Admin Dispute: EAM

Cannot Access Marketplace: EAM

Delivery Error: MPS

Create business account: MPS

update business information é EAM

Delete business account: MPS

2Fact - User access

Understand ad spend charges - Payment

Something Else - EAM

Failed payment - Payment

Disabled or restricted asset - EAM

Ad not rendering correctly - MPS

Access or download document - Payment

Close, deactivate or reactivate ad account EAM