How to transfer my points ? – Chatbot test

Request to transfer from Virtual Card to Physical card ; we follow the same process However please make sure to inform to the customer that :-

- no longer can use Physical card anymore (suspend)

- will only earn 1 point (base points) and not up to 3x points

You may escalate this ticket to CS Tech Support.

3) Submit as on- hold

CR :Complaint::Mesra Points::Transfer of Mesra Points

SLA: 3-5 WORKING DAYS

CS Tech Support will decide on to ask e-KYC or verification, case by case scenario:-

Physical to Virtual ( always the best option)

Users can transfer points from physical to Virtual card .

We can only transfer points from the same credentials.

To do so , please check;

Credential matches , verify with IC number and insert disclaimer
If the card details doesnt show up, meaning the card is not linked to Setel
Let the customer know that we shall suspend the card and transfer points to Virtual Card
Ask users to do e-KYC
ask further verification questions
Please proceed to escalate to CS TECH Support

To escalate:

1) Select assignee to escalation > assign to this group

2) internal note should be precise and accurate , include details ;