3.0 Claim Manager

• Figure 3.0 is the way to claim manager page :

                                                                                      Figure 3.0
  

• Figure 3.1 the main page of claim manager :

                                                                                     Figure 3.1
  

• To perform support task in adding credit and charging amount to AWB. Partially functioned by Relationship Executive and Support Team.

• Claim Manager will used when a customer's parcel are auto cancel by admin if parcel are unpaid & has exceeded 7 days.

• Claim Manager consist of several function tab :

  • Credit Topup
  • Credit Bonus and Sponsor
  • Amend Parcel Item
  • Charge Back Parcel
  • Charge iPay/PAYGo Parcel
  • Insert Payment Detail
  • Bulk Weight Dispute Charge

A. Credit Topup

• Credit topup is used for offline topup, manual crediting/topup not reflected.

                                                                                     Figure 3.2
  

• Based on Figure 3.2, the following are steps to perform credit topup :

  • 1. enter Email Address of the customer.
    2. enter Transaction No.
    3. for Gateway, admin can choose iPay, Docu CC, Docu VA or Offline.
    4. if iPay/Docu CC/Docu VA is chosen in Step 3, enter the Invoice Number of the customer when they do the payment. If Offline was chosen select a Topup Package.
    5. the Amount of credit customer want to Topup.
    6. the Date of admin help customer to topup.
    7. the Time when admin help customer to topup.
    8. click Perform Credit Topup button.

• After clicking 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, admin can do the following :

  • go to User Manager -> Manage User/Account
  • search user
  • click on customer's name
  • go to credit history then the result will be shown. The latest credit topup will appear first place
  • topup history will also 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 3.3
  

• Based on Figure 3.3, the following are steps to add credit bonus :

  • 1. select the Type of credit bonus; Credit Bonus or Sponsor.
    2. enter customer's Email Address
    3. insert Amount of credit wants to be added
    4. click on Add Credit button to save

C. Amend Parcel Item

• To change parcel weight upon request by customer.

                                                                                     Figure 3.4
  

• Based on Figure 3.4, the steps to amend parcel weight :

  • 1. enter Airway Bill requested from customer
    2. enter the new Weight
    3. click on View Weight Dispute button

• Next, admin will see a summary including the price and weight of original parcel and the details for after weight dispute (only if the AWB can perform amend parcel item).

• An email will be send to customer notifying the changes made on their parcel weight.

D. Charge Back Parcel

• Charge back parcel done when a particular order is being changed again after it has been cancelled and refunded.

• This action can only be done once for every parcel.

                                                                                  Figure 3.5
  

• Based on Figure 3.5, the following are steps to charge back parcel :

  • 1. enter Airway Bill that has been requested by customer
    2. write the Charge Reason
    3. click Perform Charge Back button.

• The system will only refund if the parcel has never been refunded before.

• When charge back is successful, an email will be send to customer notifying them about the action being made.

E. Charge iPay/PAYGo Parcel

• This operation can only be done if the parcel is paid using iPay or PayAsYouGo.

                                                                                         Figure 3.6
  

• Based on Figure 3.6, the following are steps to charge iPay/PAYGo parcel :

  • 1. enter the Airway Bill (the old price and old weight will automatically be displayed on their respective column)
    2. insert the New Price (should be higher than the old price)
    3. insert the New Weight (should be higher than the old weight)
    4. Admin need to choose whether to deduct user's credit based on their type of payment
    5. click Charge iPay/PAYGo Parcel button

F. Insert Payment Detail

                              Figure 3.7

• Based on Figure 3.7, the following are steps to insert payment details :
  • 1. insert Reference No.
    2. enter the total Amount including gst
    3. enter Transaction No.
    4. choose they Type of Payment (instant pay or PayAsYouGo)
    5. click Insert Payment Details button to save details.

G. Bulk Weight Dispute Charge

Figure 3.8

• In order to perform bulk weight dispute charge, firstly, admin need to click on Upload Weight Dispute CSV button as shown in Figure 3.8

• A window will be prompt as shown in Figure 3.9 :

                                                              Figure 3.9
  

• Choose a file to be uploaded (file must be in CSV format)

• A Weight Dispute List will be displayed after successfully uploading the file.

• From there, admin can perform the charge weight dispute action.