Overview
The Mesra that was fraud blocked can only be used to collect Mesra points but not redeem them. Therefore, the customer will contact us and ask why the card cannot be used for point redemption or status is shown in their Setel app as "Frozen".
Ops Portal (Loyalty Affiliate > Loyalty cards)
Customer's Setel Account (Setel > Rewards)
Process
1. Request personal and account detail from the customer
a. Setel phone number (if cannot find/not included)
b. Setel email address (if cannot find/not included)
c. Mesra card number (if different from the linked card)
d. IC number (if hasn't performed e-KYC)
Note: Any confidential info requested from the customer needs to be followed with the Disclaimer
2. Verify the customer and card details. If the info matches, proceed with the verification question.
Checking customer details/credentials:
Ops Portal > Account > Search customer > Check the details in the customer's account
Checking Mesra card:
- Loyalty Affiliate (card status)
Ops Portal > Customer Engagement > Loyalty Affiliate > Loyalty Cards > Search Mesra card number > Check the status
- Loyalty (card credential)
Ops Portal > Customer Engagement > Loyalty > Members > Choose search option > Check the card details
3. If there is no issue with the card credential, request verification answers from the customer.
If the affected card is a virtual card/Setel-linked card/IC provided match with IC in the Mesra card, advise the customer to do e-KYC. However, if the customer doesn't want to do e-KYC or doesn't meet the scenario above, request verification answers for manual verification:
a. Reason for high usage (Personal/Company)
b. Estimated usage per month
c. Any selected PETRONAS station to fill-up
4. Perform card verification based on risk level
Verify if the card falls in any of the scenarios below, and update the ticket accordingly.
Note:
For the Fraudblock case, R1 level NO NEED to ask verification questions. The agent asks the customer to perform e-KYC (if not done) and proceeds to escalate. Refer to the below:
What are R1, R2 & R3?
It's a risk level set by Mesralink for fraudblock card cases, R1 (lowest) > R2 > R3 (highest)
Action taken for each risk level
R1 (Setel User)
R1 (Non-Setel User/Card not linked with Setel)
R2, R3, or R1 fail verification (Setel/Non-Setel User/Card not linked with Setel)
No remarks (fraudblock/temporarily frozen without details)
Example fraudblock with remarks
Example fraudblock without remarks
- R1 (Setel User)
Virtual card
Customer complaint --> Agent confirms the card number and credential after checking in Ops portal--> Advice customer to do e-KYC/Request verification answer --> e-KYC confirmed/Pass verification --> Escalate to CST --> CST assign to CardOps --> Card unblocked
e-KYC (PC/VC)
Customer complaint --> Agent confirms the card number and credential after checking in Ops portal--> Advice customer to do e-KYC --> e-KYC confirmed --> Escalate to CST --> CST assign to CardOps --> Card unblocked
Manual verification (PC/VC)
Customer complaint --> Agent confirms the card number and credential after checking in Ops portal--> Request verification answer --> Customer pass verification --> Escalate to CST --> CST assign to CardOps --> Card unblocked
- R1 (Non-Setel User/Card not linked with Setel)
Customer complaint --> Agent confirms the card number and credential after checking in Ops portal--> Request verification answer --> Customer pass verification --> Escalate to CST --> CST assign to CardOps --> Card unblocked
- R2, R3, or R1 fail verification (Setel/Non-Setel User/Card not linked with Setel)
R2 & R3
Customer complaint --> Agent confirms the card number and credential after checking in Ops portal Agent check R2, R3 --> Request for verification details --> Customer fail verification --> Escalate to Mesralink (no need for e-KYC by the customer)
R1 fail verification
Customer complaint --> Agent confirms the card number and credential after checking in Ops portal --> Request verification answer --> Customer fail verification --> Escalate to Mesralink
- No remarks
Customer complaint --> Agent confirms the card number and credential after checking in Ops portal --> Request verification answer --> Escalate to Mesralink
Assignee: Mesralink / CS Tech Support (based on verification result)
Contact reason: Complaint > Mesra > Mesra card > Frozen > Fraudblock
Status: On-hold
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