Refund due to exceeded top up/technical error

The user wants a refund due to exceeded top-up amount because of an incident from Setel:- 

a) advice user to utilize their wallet balance, and save their time from another top-up in future 

b) if demands a refund; please proceed to escalate

**Kindly be informed that only top-up via Credit/Debit card, Online Banking is allowed to be refunded.

1- The user made a top-up using a credit card then in the event of a refund, it will be refunded back into the credit card 

2- The user made a top-up using a Debit card, in the event of a refund, it will be refunded back into a bank account. 

The process includes:- 

The process of refund will take 7-14 working days to be completed and agents can notify customers through email or call once the process is completed.

Name: 
No. Account:
Bank Name:
Amount to refund:
Refund from which account into : (eg from customer's old mobile number )
Reason:

 Steps

1. Agents should write the refund details (Name, No. Account, Bank Name, Amount to refund, Refund Reason) in the internal note, include a copy with a cross (FOR SETEL ONLY) from customers, and complete the customer details as usual on the left side of the Zendesk. Escalate to CSTech,refer Escalation process