Figure 3.0 is the way to claim manager page :

                               Figure 3.0

Figure 3.1 is the mainpage 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 be used when customer's parcel are auto cancel by admin if parcel are paid and has exceeded 7 days.
Claim manager consist of 4 functions tab :
- 1. Credit Topup
  2. Credit Bonus and Sponsor
  3. Amend Parcel Item
  4. Charge Back Parcel

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/Doku CC/Doku VA/Offline/
  4. if iPay/Doku CC/Doku VA is chosen, enter Invoice Number. if Offline is chosen select a Topup Package.
  5. the Amount of credit customer want to Topup.
  6. the Date of admin help customer topup
  7. the Time when admin help customer 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 to 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.

Credit Bonus usually used for customer service team with the help of admin team if they have any request to give customer free topup.
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                                       Figure 3.3
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Based on Figure 3.3, the following are steps to add credit bonus :
- 1. insert the Type of credit bonus
  2. enter customer's Email Address
  3. insert Amount of credit wants to be added
  4. click on Add Credit button to save

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 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 awn can perform amend parcel item ).
To successfully performing this action, an email will be send to customer notifying the changes made on their parcel weight.

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

This action can only can done once for every parcel.

                                     Figure 3.5

Based on Figure 3.5, the following are steps to change 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 sent to customer notifying them about the action being made.

Claim Manager

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