Unable to Top-up

Overview

Customer failed to top-up and received error message

Info Needed

i. Customers' Name
ii. Mobile Number
iii. Email Address
iv. Screenshot (Error message that customer received when tried to top-up Setel's Wallet)

Steps

1) Go to Ops Portal>Account>Search by Name/Email/Mobile Number
2) Go to Top-up and Payments>Check if the Top-up amount success or not (Red Colour - Rejected)
If SUCCESS: Advise customer on the amount and date top-up successfully done
If NOT SUCCESS: Escalate the case to Escalation Team and get Screenshot Error from customer
If PROCESSING: Advise to wait to confirm if its successful or not.
Debit/Credit Card (within 2-3 minute)
Online Banking (within 20-30 minute)

ZD Ticket status: On-Hold

Contact Reason Suggested: Complaint>Top-up>Unable to Top-up

Link for reference/Screenshot Sample: