| Timer still running after they exit |
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Did the user exit with the help from parking supervisor? (Intercom to parking operator)
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Did the user pay with other payment methods when exiting?
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If YES
- Proceed to VOID the session. Ensure remark VOID due to xxx @ <date>/B2BL1/<agent name>/ ZD Ticket. - Ensure to get user payment proof if the user exit using another payment.
- If exit with help from the parking operator please remark due to the Customer exited but the timer still running - manual open barrier by KPM. (depending on how the customer exit, maybe the barrier is open due to hardware failure where the user can drive out) - No escalation is needed to B2B team as the user confirmed the payment type or due to KPM did not perform the SOP. (Please ensure remarks are accurate!)
If NO
- Proceed to escalate to B2B by providing full chronology from the user. - B2B team to escalate to L3 using Jira ticket. L2 to follow up on finding with L3/L4
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| The user got deducted Setel Wallet when exiting after using the manual ticket. (double charged) |
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What reason for using a manual ticket or other payment at the parking counter office?
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Chronology of user when exiting, what error is shown on their Setel App ?
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Inform the customer to reach out parking operator's office.
Contact:-
 In such cases usually, KPM will refund the customer instead of Setel doing a refund/adjustment.
Else if the user insists want Setel to help, then you may escalate to the B2B team. Ensure proof of payment, user-reachable contact number, date&time of exit is provided for Setel to escalate to KPM for assistance. |
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