Mesra Points did not capture

If users complaint of their Mesra points did not capture please advice the following, 

Authentication 

Ask for Customer's Name, Email ID ,Mobile Number 

Step 1 

Go to Ops Portal>Account>Search by Name/Email/Mobile Number>Loyalty>Loyalty Transactions

ESCALATION 

Escalation Team - high priority - submit ticket by selecting on -hold 

Write a summarized situation on internal note providing the below info  :

1) Customers' Name
2) Mobile Number
3) Email Address
4) Mesra Card Number
5) Date & Time of purchased made
6) Purchase Amount
7) Fuel Product (PRIMAX95/ RON95/ RON97/ Diesel)