3.0 Claim Manager
- To perform support task in adding credit and charging amount to AWB. Partially functioned by Relationship Executive and Support Team.
- Claim Manager will be used when a customer’s parcel are auto CANCEL by admin IF the parcel are UNPAID & has EXCEEDED 7 DAYS
Figure 3.0 below shows the way to Claim Manager page :
Figure 3.0Figure 3.1 is the main page of Claim Manager :
Figure 3.1Claim Manager consist of several function tab:
- Credit Topup
- Credit Bonus & Sponsor
- Amend Parcel Item
- Charge Back Parcel
- Charge iPay/PAYGo Parcel
- Insert Payment Detail
- Bulk Weight Dispute Charge
A. Credit Topup
Figure 3.2 below is claim manager interface :
Figure 3.2Use when offline top up, manual crediting/top up not reflected.
How to help customer topup ?
Figure 3.3
*step 1 - 8 is based on Figure 3.3 :
- Enter the Email Address of the Customer.
- Enter the Transaction No. of the customer.
- For Gateway, admin can choose iPay or Offline
- If iPay was chosen in Step 4, enter the Invoice Number of the customer when they do the payment. Else if Offline was chosen, select a Topup Package.
- The Amount of credit customer want to topup.
- The Date when admin help customer to topup.
- The Time when admin help customer to topup.
At last, click the Perform Credit Topup button.
After clicking on the Perform Credit Topup button, admin should see a summary containing successful topup amount and user’s total credit
To double confirm whether the topup was successful or not, go to :
- User Manager -> Manager User/Account
- Search the user by email address or any other that convenient to admin
- Click on customer blue name link.
- Go to Credit History then the result will be shown. The latest credit topup will appear the first place
- Top Up History also will be updated.
B. Credit Bonus & Sponsor
Credit Bonus usually used for customer service team with the help of admin team if they have any request to give customer free topup.
Figure 3.5 shows the Credit Bonus & Sponsor form :
Figure 3.5To add credit to customer, insert the Email of the customer in Email address column.
Then enter the correct amount of credit.
Sponsor is usually used for Marketing team when they ask for topup, eg like topup RM20K.
C. Amend Parcel Item
How to help customer change their parcel weight when customer request? 
Figure 3.6
*1- 2 is based on Figure 3.6
- Request desire Airway Bill and parcel weight from customer.
Then click on the View Weight Dispute.
After that, admin will see a summary including the price and weight of original parcel details and details after weight dispute if the AWB can perform Amend Parcel Item.
To perform the weight dispute, admin just need to click on Perform Weight Dispute button, then admin will see the Claim status pop out message.
After the Weight Dispute Success, Email will send to the customer to notify customer the changes of parcel weight
D. Charge Back Parcel
Figure 3.7 shows Charge Back Parcel form :
Figure 3.7To change a particular order again after being cancelled and refunded.
Charge Back can only be done once per parcel.
So when customer request refund, admin can use this tools to refund the money back to customer.
How to Charge Back Parcel
Insert the Parcel Airway Bill requested by customer and also the charge reason, then click Perform Charge Back button as shown in Figure 3.8 :
Figure 3.8Then the system will do the refund if the Airway Bill has never done refund before.
If success, a pop up message “Charge back success” will appear like in Figure 3.9 :
Figure 3.9If the parcel had refund before, “Charge back already been done” pop up message will be shown.
After the charge back done, Email will be sent to customer to notify them about the Charge Back already been done.
E. Charge iPay/PAYGo Parcel
This operation can only be done if the parcel is paid using iPay or PayAsYouGo.
Figure 3.10 below shows the Charge iPay/PAYGo parcel tab page :
Figure 3.10Admin are able to enter details such as AWB, New Price and New Weight only as shown in Figure 3.11 :
Figure 3.11Once admin entered the AWB, the old price and old weight of the awb will automatically show in the column. Figure 3.12 is an example :
Figure 3.12
*the value for new price has to be higher than the old price.
*the value for new weight has to be higher than the old weight.
F. Insert Payment Detail
Figure 3.13 below shows the Insert Payment Detail tab page :
Figure 3.13Admin need to enter details such as reference number, amount (total amount including gst), transaction number, and select the type of payment (instant pay/payAsYouGo)
Click Insert Payment Detail to save payment details entered as shown in Figure 3.14 :
Figure 3.14
G. Bulk Weight Dispute Charge
Figure 3.15 below shows Bulk Weight Dispute Charge tab page :
Figure 3.15If admin clicks on Upload Bulk Weight Dispute CSV, a window will be prompt out as shown in Figure 3.16 :
Figure 3.16Choose a file to be uploaded (only file in CSV format).
After Uploading, a Weight Dispute List will be shown like in Figure 3.17 :
Figure 3.17Figure 3.18 is a pop up message with Claim Status will appear when admin clicks on Charge This Parcel button :
Figure 3.18For parcel that have been charged, Charge This Parcel ! button will be replaced with “Weight Dispute Performed”. Figure 3.19 shows an example :
Figure 3.19Admin can only charge weight dispute once per parcel.
Update Version 4.18.0.1.0
Auto Detect Gateway Type For Instant Payment Detail Tab
- The option to select payment gateway has been removed. The new cp auto detects the gateway based on what is entered.
- Figure 3.20 shows an example of the new Insert Payment Detail tab :
Figure 3.20