1st Level Escalation Topic ( UPDATED ) – Chatbot test

Task Done by FTA

1) Customer Mesra membership level was not updated
2) Customer has spent more than limit and there will be a restriction. E-KYC was
compulsory to be performed by the customer in order to lift up the restriction
3) Customer top-up transaction was not reflected Setel account and captured as failed/error but there was a deduction from a customer bank account
4) Customer top-up transaction was not reflected Setel account and captured as failed/error but there was a deduction from customer Grab wallet
5) Customer top-up transaction was not reflected Setel account and captured as failed/error but there was a deduction from customer Boost wallet
6) Customer's pre-auth amount still not released after 5 working days to Authorized status despite the order has been canceled
7) Customer wants to refund the voucher back and needs to void the voucher upon approval from PDB and COO
8) Customer unable to generate the monthly statement/didn't receive the official receipt from email
9) Customer parking session still active despite the customer has exited the parking
10) Customer unable to utilize the voucher that has been expired due to some reason and customer insist to regrant the voucher back
11) Customer can't log in to their Setel account due to account error / more than 10 devices
12) Customer manage to fuel but there are no point has been captured and the amount was not deducted from customer Setel wallet/cardterus
13) Customer Setel account was temporarily restricted by FMI team
14) Customer can't activate the pump and need to check the station fuel order transaction
15) Customer wants to cancel the soft account deletion back
16) Fraud::Mesra::Mesra Card::Unauthorized Use of Mesra Card
17) Fraud::Mesra::Mesra Points::Unauthorized Mesra Points Transfer
18) Unsubscribe AXXESS
19) Complaint::Mesra::Mesra Card::Unable to activate Virtual Card
20) Complaint::Mesra::Mesra Card::Unable to Link Mesra Card
21) Upgrade/downgrade membership level
22) Unlink Mesra card
23) Credit Hold Release
24) Update email address on behalf of the customer

25) Invalid Device

26) Frozen (Fraudblocked status)

Escalation to L2

Amend IC Number
Negative Mesra Points
Reactivated Physical Mesra Card (status not Closed)
Unable to log in (Device Blacklisted/Blocked/Account error)
Missing Mesra Points
Register Mesra card
Frozen Card / Unfreeze
Link Smartpay to Setel Account & Transfer Credit
Voucher Expired (Check voucher validity)
Top-up not reflected in wallet balance (Already deducted from customer's bank)
Apps Crashed, GPS Error
Appstore/ Playstore Review (related to Apps)
Auto Top-Up Not Functioning
Unable to Change Name or Email for Setel Account (error message)
Claim Failed/Rejected
Points not Updated (Claim Submitted)
Credit Hold
Dispute Purchase
Error Received (Something Went Wrong)
Fueling Error
Unable to Change Mobile Number/ Name / Email
Manual Deduction
Mesra Points Redemption(unable to redeem)
Negative Points (non-related to card replacement fee)
Fuel Overflow
Points Not Match
Received PIN Error
Unable to Activate Pump
Unable to Create Account (error received)
Unable to create PIN (error received)
Unable to log in (error received)
Unable to Top-Up (no option for top-up)
Smartpay card issue
Wallet Balance Not Match
Uncaptured Mesra Points (via Setel)
Request for Waiver - Credit/Mesra points
Request for Refund
Request to unblock customer account
Account Termination
Negative Mesra Points (> -300), not related Setel redemption
The customer didn't get OTP after steps to retrieve OTP provided
Change Mesra Card to Petronas Staff Card

Escalation to MesralinK

Gift Card Enquiry
Unauthorized redemption
Rude KP
KP did not provide assistance
KP lack of knowledge
Station Facilities
Payment & Sales
Marketing (SALSA, Redemption, etc)
OGA (On-Ground Activation)
Dealer's Account
Complaint on behalf of the customer
Feedback/Complaint about Station