Refund Request Process Flow – Chatbot test

Overview

The customer requests a refund from their Setel account due to change mobile number and unable to receive the OTP code which sent to their old number (current Setel account).

Info Needed

1. Agents need to ask the customer if they're able to log in to their current Setel account. If yes, agents may suggest the customer to fully utilize their wallet balance without proceeding with the refund request.

2. If the customer unable to log in their Setel account, agents need to do the verification purpose if the customer wishes to perform a refund process before could proceed further.

3. Kindly be informed that only topup via Credit/Debit card, Online Banking is allowed to be refunded.

4. The following Rewards can't be refunded, such as:

a) 10% cashback (customer's who register before 1st July)
b) Referral reward
c) Mesra points redemption
d) Top-up through vouchers such as E-pay, Shopee, and Fave

5. Agents should also ask a copy of IC with a cross (FOR SETEL ONLY) from customers and refund details as well such as below:

6. The process of refund will take within 7-14 workings days to be completed and agents can notify customers through email or call once the process completed.

Name:
No. Account:
Bank Name:
Amount to refund:
Refund from which account into : (eg from customer's old mobile number )
Reason:

Steps

1. Agents should write the refund details (Name, No. Account, Bank Name, Amount to refund, Refund Reason) in the internal note, include a copy of with a cross (FOR SETEL ONLY) from customers, and complete the customer details as usual on the left side of the Zendesk. The agents may refer to the example below.

2. While to escalate, agents need to put assignee as "Escalation".

3. Once done fulfill the requirement of refund, agents should send the ticket as "On Hold" status.

*** Refund form/google sheet (stated in the image of a process flow) will be key in only by CSET Team.

ZD Ticket status: On Hold

Contact Reason Suggested: Refund due to Change Mobile Number

Link for reference/Screenshot Sample: