Figure 3.0 is the way to claim manager page :

                                                                             Figure 3.0

Figure 3.1 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 used when a customer's parcel are auto cancel by admin if parcel are unpaid & has exceeded 7 days.
Claim Manager consist of four function tab :
- Credit Topup
- Credit Bonus and Sponsor
- Amend Parcel Item
- 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 or Offline
  4. if iPay was chosen in Step 4, 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 popup button, admin should see a summary containing successful popup amount and user's total credit
To double confirm whether the popup 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

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. 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 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).
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 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.

Claim Manager

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