Mesra Card Scenarios & Action

Please change the e-KYC requirement to Mesra card details for passport holders (foreign persons).

Mesra card details:

• Frequently visited station
• Average purchase amount per transaction
• Preferred payment method (cash or credit/debit card)
• Estimated monthly purchase amount [fraudblocked]
• Reason for high usage (personal or company)[fraudblocked]
• Any preferred station? [fraudblocked]
• Customer is a station staff? [fraudblocked]

This action can be taken if the card(s) credential match with the customer/verified belong to the customer

Action	Physical Card	Virtual Card
Unlink from Customer's Setel account Close Mesra Card Card linked to the wrong account	Required e-KYC	No e-KYC
Lost (change to Temporary Frozen)	No e-KYC
Point Transfer	Physical-to-physical: Escalate to Mesralink Physical-to-virtual: Required e-KYC Escalate to L2	Virtual-to-virtual: Escalate to L2 Virtual-to-physical: Advise to link card (Escalate to L2 if the linking fails)
Mesra Card Registration/Activation	Link to Setel but not registered: Required e-KYC Escalate to L2 Not linked to Setel: Escalate to Mesralink	Required e-KYC Escalate to L2
Fraudblocked - R1	Required e-KYC and card verification details Escalate to Mesralink	Required e-KYC 1st Pass: Escalate to L2 R1 Fail, R2, R3 or has been unfreeze before: Escalate to Mesralink
Fraudblocked - R2
Fraudblocked - R3
Fraudblocked - no description	Required e-KYC and card verification details Escalate to Mesralink
Amend Mesra card credential Name IC	Link to Setel: Required e-KYC Required picture of Mesra card Escalate to L2 Not linked to Setel: Required copy of IC Required picture of Mesra card Escalate to Mesralink	Required e-KYC Escalate to L2