( Manual deduction / missing wallet balance ) that customer did not managed to purchase / "Fueling Error".

Hi Team,

Please take note, if a customer comes and complain regarding  missing wallet balance / manually deducted due to "Fueling Error"

*Escalate to Escalation and not Approval 

Before sending to escalation, make sure to double confirm with the customer by stating “Station Name”, “Date of purchase” and “ Fueling amount”, if they managed to fuel or not.

If they mentioned “No, was not able to fuel” then ask them if they managed to make a fuel purchase over the counter. 

•  If yes, kindly ask the customer to provide a picture of the receipt.

*Snip this as a prove and attach it to an internal note for approval

 If the customer didn't have the receipt, then ask the customer if he/she got to swipe the Mesra card over the counter or not. 

If yes, you may check it at 

Ops portal -> Loyalty -> Loyalty Vendor Transactions.

*Snip this as a prove and attach it to an internal note for approval

If the customer said “no” receipt and didn’t swipe the Mesra card over the counter but they mentioned that there was an error while fueling and not able to purchase.

*In this case, you can still send to Escalation.

To confirm the amount, you can check at

Ops Portal -> Top-up and Payments -> Payment vendor transactions

*note
( Reference ID = Order ID )