Re-grant Credit Process

Overview

Process to Re-grant the Credit from Old Setel Account to New Setel Account

*Escalate to Escalation and not Approval 

Info Needed

Please take note that this Re-grant Credit Process only can be done from one account to another Setel account of a same owner. This process should only be offered for the customers who insists for their credit to be Re-granted due to such issue which customer unable to receive OTP code to login from old mobile number because of changing to a new mobile number

*Re-grant process is only allowed if the customer is not able to access to the old account. If they still able to access to the old account, kindly suggest them to utilize the credits before creating/registering a new account.

For such different owner case such as from Husband account to Wife account are not advised for a Re-grant Credit process.

Kindly be informed that the balance/credit in wallet that top-up via:

1. E-Pay Voucher, Fave voucher, Shopee voucher (bonus expiry date will still be the same after transferred), or any other voucher and Mesra redemption are allowed to be Re-granted. 

2. Online banking and credit/debit card topup are not allowed to proceed with Re-grant Credit Process. Hence, the customer should be offered with a Refund to bank account process instead.

3. Rewards such as 10% cashback or Referral reward are not allowed to proceed with both Re-grant Credit Process and Refund to bank account process. The reward only can be utilized by the Setel account.

Such case which the balance contain both top-up via online banking/credit/debit card and Voucher, you may offer 2 Process which Refund to bank account process for a balance that top-up via online banking/credit/debit card and Re-grant Credit Process for a top-up via Voucher.

Steps

1. If customer are eligible for this Re-grant Credit Process and Refund, we need to do the following verification if customer wish to perform Re-grant/Refund:

Regarding your inquiry on Re-grant credits to another Setel account, we would need to confirm on the following for verification purposes before we could proceed further:

1. your latest bill statement (first solution) *should have customer's name and old phone number

if customer insist that he does not have the bill statement, you may ask the following questions:

1. your last top-up date & amount from your previous phone number; and/or
2. your last purchase date & amount from your previous phone number (if any)

Agent should also ask a copy of IC from customer to proceed with the process

 

2. Do inform the customer that the process will take 3-5 working days to be completed for Re-grant process and 7-14 working days for refund process.

 

3. Once the necessary information acquired, please escalate the ticket to Escalation and set the ticket as On-Hold. Use the template below:

 

Hi Team,

Seeking for your assistance on this customer as the customer have changed the mobile number.

Customer: email/mobile number

Subject Issue: Re-grant

Description: Customer request to re-grant credit from old account (email/mobile number) to a new account (email/mobile number) due to (Reason).

Compensation Amount: State the amount to transfer

Screenshot:

 

a. Provide screenshot of bill statement/last top-up and purchase date & amount of the old account.

b. Provide screenshot a copy of customer's IC

 

ZD Ticket status: On-Hold on Escalation queue

Contact Reason Suggested: General Enquiries > Purchase > Refund & Re-grant Credit

Link for reference/Screenshot Sample: