Overview
The issue which customer complaint that they received Mesra points but the points was not added/credited in their Mesra card.
Info Needed
Please check the date and time of the Mesra points granted by go to Loyalty > Loyalty Transaction in customer profile of Ops Portal. Refer to attachment below:
Do take note that the Mesra points will be updated/credited to the Mesra card within 24 hours. Hence, please advise the customer to re-check Mesra points after 24 hours.
The Mesra points that are not credited yet within 24 hours, there will be no icon on the left of that station name, but those that are successfully credited, there will be a Green Icon beside the station name.
ZD Ticket status: Solved
Contact Reason Suggested: General Enquiry > Mesra card > Mesra Points Enquiry
However, if the Mesra points still not credited after 24 hours upon customer complaint, please escalate to TechOps team to check and set as:
Assignee: CS TECH SUPPORT
Contact Reason: Uncaptured Mesra points
ZD Ticket status: On-Hold
Contact Reason Suggested: Complaint > Mesra Points > Uncaptured Mesra Points
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