Uncaptured Mesra Points

Overview

Customer didn't get Mesra Points upon purchased fuel via Setel Apps

Info Needed

1) Customers' Name
2) Mobile Number
3) Email Address
4) Mesra Card Number
5) Date & Time of purchased made
6) Purchase Amount
7) Fuel Product (PRIMAX95/ RON95/ RON97/ Diesel)

Steps

1) Obtain fuel purchased Date & Time
2) Reconfirn Mesra Card Number (obtain last 4 digit)
3) Go to Ops Portal>Account>Search by Name/Email/Mobile Number>Loyalty>Loyalty Transactions
4) Get the purchased amount
5) Reconfirn that Mesra points is zero (0) - Refer Screenshot
6) Check with customer the product purchased (PRIMAX95/ RON95/ RON97/ Diesel)
7) Escalate to Tech Ops team | via ZD queue | Technical Operations

ZD Ticket status: On-Hold

Contact Reason Suggested:Complaint>Mesra Points>Uncaptured Points

Link for reference/Screenshot Sample: