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CRL - Case Escalation Refund Flow-Chart Office, Customer write in / walk…
CRL - Case Escalation Refund Flow-Chart Office
Customer write in / walk in to seek for refund
CX:
Create JIRA ticket, add case via CRL Form & update Novus Notes
Requires investigation
App Support:
Pick up & Validate
Valid
refund case
Apps Support:
Send to Richard for approval
Richard Reject refund
App Support:
will update JIRA & CRL on the status
CX:
Manage customer accordingly
Close case
Richard Approved
App Support:
will process refund through CRC / send it to Finance to complete the refund request accordingly
CX:
Inform customer refund has been processed, processing time appox 7 workings days
Close case
App Support
update refund status on JIRA & CRL
Invalid
refund case
App Support:
Indicate reason of rejection in JIRA & CRL.
CX:
Manage customer accordingly
Close case
Refund to e-Wallet
CX:
CO seeks approval from Executives / AM / Manager
CX:
writes email to seek for Richard's approval
Richard
Approved
App Support / IT
will process crediting amount to assigned account
App Support
update refund status on JIRA & CRL
CX:
Inform customer refund has been processed, processing time appox 7 workings days
Close case
CX:
Forward to App Support for refund processing
Richard
Rejected
CX:
Manage customer accordingly
Close case
CUT OFF