L2 Process Flow : Unable to link Physical Mesra card , credential Matches 100%

SCENARIO : 

If IC number provided is 100% same with what being registered in Loyalty member details, but still failed to be activated, please cross check with the Setel account details

This scenario usually happen when the Mesra card is linked to family/friends

1. If the details in Setel account is not the same with Loyalty member details
2. Advise that we cannot use other’s cards. 
3. Ask Mesra card's owner if we can update member details to follow Setel account's details (name, mobile number, IC number, email address, address)
4. If customer agrees -> Setel L2 team to update member details by using endpoint -> activate card
5. Now there's no more Mesra card under the complainant, convince the customer to register Setel account and get his own virtual card
6. Points can be transferred from the Physical card to the new Virtual card (upon request) after ther virtual card registered

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

1. Advise that we cannot use other’s cards. 
2. Ask Mesra card's owner if we can update member details to follow Setel account's details (name, mobile number, IC number, email address, address)
3. If customer agrees -> Setel L2 team to update member details by using endpoint -> activate card
4. 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 
5. If the customer requests for a point transfer, Mesralink can proceed accordingly.

 If customer insists on physical card but don’t own other PC -> escalate to Setel L2 -> to be escalated to Setel L3 ** THIS IS THE LAST RESORT AND NOT ADVISABLE

If customer's card is a STAFF physical card -> escalate to Setel L2 -> to be escalated to Setel L3

If the details in Setel account’s IC is same with Loyalty member details but still failed to be activated -> escalate to Setel L2 team