Manual Deduction (Requires manual deduction from Setel Wallet)

Overview

No credit deduction made from Setel Wallet after purchase done & customer managed to fuel up petrol.

Info Needed

1) Customers' Name
2) Mobile Number
3) Email Address
4) Date & Time of purchased made
5) Purchase Amount
6) Fuel Product (PRIMAX95/ RON95/ RON97/ Diesel)
7) Mesra Card Number (If any) - To grant Mesra Point
8) Screenshot of Fuel Order from Ops Portal

Steps

1) Obtain fuel purchased Date & Time
2) Go to Ops Portal>Account>Search by Name/Email/Mobile Number>Fuel Orders
3) Confirm the status from Ops Portal if its Fuel Fulfillment Error OR Fuel Order Error, then case need to be escalated.
4) Get the purchased amount
5) Check with customer the product purchased (PRIMAX95/ RON95/ RON97/ Diesel)
6) Obtain Mesra Card Number (if any) - to grant Mesra points
7) Escalate to Tech Ops team | via ZD queue | Technical Operations

ZD Ticket status: On-Hold

Contact Reason Suggested:Complaint>Purchase>Manual Deduction

Link for reference/Screenshot Sample: