| When to accept receipt from customer (submit receipt ) | Escalate Y/N |
| - When the station is under maintenance | Y |
| - When the system is down, fueling error from Setel | Y |
| - Using Cardterus and there was an issue from the banking side whereby customers were unable to top up their wallet | Y |
| - Cardterus, usage of the invalid card, or expired, stolen, or even block credit /debit card | N |
| - Ipay 88 issues, unable to top up /pending top-up | Y |
| - Error message as "do not honor" | Y |
| - Error message as "violation of law" | Y |
| - Telco issues, bad connection, wifi data issues | N |
| - My phone battery died, unable to use the app | N |
| - Invalid device, blocked account / restricted for top-up/purchase | N |
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