Top-up Not Reflect due to Pending /Failed

Overview

Customer top-up wallet via Credit/Debit Card or Online Banking but credit not reflected in Setel Wallet. Money has been deducted from bank

Steps by Agent

1) Go to Ops Portal>Account>Search by Name/Email/Mobile Number
2) Go to Top-up and Payments>Find the top-up amount If REFLECTED: Advise customer on the amount and date top-up successfully reflected
If NOT REFLECTED: Escalate the case to Escalation Team and get supporting documents - showing money deducted from customer's account

3) Types of error description in customer's top-up transaction in Ops Portal as below:

where FTA can advice users. 

If you need to escalate :

Info Needed by Agent

i. Customers' Name
ii. Mobile Number
iii. Email Address
iv. Screenshot (Top-up History from Ops Portal)
v. Screenshot (Top-up History from Bank Statement)

ZD Ticket status: On-Hold

Contact Reason Suggested: Complaint>Top-up>Top-up Not Reflect

Link for reference /Screenshot Sample: