L2 Process Flow: IC no. provided by User is different to Mesra Card credentials

SCENARIO: 

If IC number provided by customer is totally different than what we can see in Loyalty member details or the complainant is not the owner of the card)

Ops needs to verify if the customer recognize the registered details (name and phone number)

1. If recognize (family/friend)  
2. Advise that we cannot use other’s cards. Convince the customer to register Setel account and get a virtual card
3. If there's any point transfer requested, please advise that point transfer needs to be requested by the original owner of the card

 The original owner needs to contact Mesralink/Setel by himself as we need to have some verifications to be done. 

Points can be transferred from the Physical card to the new Virtual card if there's a proof that they know each other (provide IC copy of the physical card's owner or etc)

If point transfer is required, Mesralink or L1 team to provide the details of correct IC number of the physical card > Escalate to Setel L2

Setel L2 team updates the IC > Activate card > do the point transfer of old physical card to new virtual card

 If customer insists on using physical card and he owns another physical card

1. In order for the customer to use a new physical card, advise the customer to register a Setel account and do a switch physical card action by inserting the new Physical card number 
2. If there's any point transfer requested, please advise that point transfer needs to be requested by the original owner of the card

 The original owner needs to contact Mesralink/Setel by himself as we need to have some verifications to   be done.

Points can be transferred from the Physical card to the new Virtual card if there's a proof that they know each other (provide IC copy of the physical card's owner or etc)

If point transfer is required, Mesralink or L1 team to provide the details of correct IC number of the physical card > Escalate to Setel L2

Setel L2 team updates the IC > Activate card > Mesralink do the point transfer of old physical card to new physical card