Refund Steps and Processes

1. Acknowledge the problem by replying standard CS email template, stated that we will look into the matter.
2. If the customer did not attach together screenshots of the issue, ensure to ask for screenshots of the issue from the customer.
3. Verify with the customer what led the customer to want to execute the refund of money. If it is because of over-reloading credits into the app balance, verify whether it was by mistake from the app button itself or by customer's mistake.
4. Determine the issue whether the refund amount is possible for refund, partial refund or full refund. Get customer information of refund amount, bank account no, etc. as well as their IC (please ask for a picture of the IC)
5. CS agent requires to assign the case to Escalation team, and change the case into On-Hold status.