Figure 3.0 shows the main page of claim manager :

                              Figure 3.0

To perform support task in adding credit and charging amount to AWB. Partially functioned by Relationship Executive.
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 several functions tab :
- Credit Topup
- Credit Bonus and Sponsor
- Amend Parcel Item
- Charge Back Parcel
- Charge iPay/PAYGo Parcel
- Insert Payment Detail
- Bulk Weight Dispute Charge

Credit topup is used for offline topup, manual crediting/topup not reflected.
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                            Figure 3.1
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Based on Figure 3.1, the following are steps to perform credit topup :
- 1. enter Transaction No. / App Code
  2. select Gateway ; paysbuy or Offline
  3. if paysbuy is chosen in Step 2, enter Invoice number, if offline, select a Topup Package.
  4. enter Email Address of customer
  5. enter the Amount of credit customer want to topup
  6. select Date of admin help customer to topup
  7. select the Time when admin help customer to topup
  8. click Perform Credit Topup button
After submitting, admin should be able to 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 at first place
- topup history will be updated

Credit Bonus usually used by customer service team with the help of admin team if they have any request to give customer free topup.
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                         Figure 3.2
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Based on Figure 3.2, the following are steps to add credit bonus :
- 1. select the Type; credit bonus or sponsor
  2. enter Email Address of customer
  3. enter the Amount of credit wants to added.
  4. click on Add Credit button to submit.

To charge parcel weight upon request by customer.

                              Figure 3.3

Based on Figure 3.3, 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 AWB can perform amend parcel item).
An email will be sent to customer notifying the changes made on their parcel weight.

Charge back parcel is done when a particular order is being changed again after it has been cancelled and refunded.
This action can only be done once for each parcel.
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                           Figure 3.4
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Based on Figure 3.4, 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 on 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.

This operation can only be done if the parcel is paid using iPay or PayAsYouGo.
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                             Figure 3.5
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Based on Figure 3.5, 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.

Figure 3.6

Based on Figure 3.6, the following are steps to insert payment details :
- 1. insert Reference No.
  2. enter the total Amount including gst
  3. enter Transaction No.
  4. click Insert Payment Details button.

Figure 3.7

In order to perform bulk weight dispute charge, first admin need to click on Upload Weight Dispute CSV button as shown in Figure 3.7.

A window will be prompt as shown in Figure 3.8 :

                              Figure 3.8

Claim Manage

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