Missing NeuCoins - Stay/PMS Eligible: Raise Retro for Stay

Action by the agent:

1. Raise a retro with the following details:

1. Customer Hash
2. Member Name
3. Hotel name
4. Register/Confirmation No.
5. Folio/Invoice No.
6. Check-in date
7. Check out date
8. Market Code
9. Rate Code
10. payment Status
11. Mode of payment
12. Source of Transaction: (Invoice/IHCL DWH View)
13. Room sharer confirmation

2. Inform the customer that we have raised your issue with the concerned team and shall get back to you within 3 business/working days.

3. Create a ticket as "Pending with CS" and add details in private notes.

Note: The IHCL Backend Agent should change the Issue category from Opera Bill Retrieval to NeuCoins not Credited after receiving the Bill from the Hotel.

Response to the Customer:

"We have raised your issue with the concerned team and will get back to you within 3 business/working days."

For FreshDesk Private Notes:

Situation: The customer complained about missing NeuCoins or less NeuCoins in the account. The customer's account is not restricted; the customer is a CUG user, and the NeuCoins were not credited. The invoice is also shared in the email by the hotel, and the transaction is made for categories like Dining/Spa/POS and transaction-eligible for the same.

Action: We informed the customer that we have raised your issue with the concerned team and will get back to you within 3 business/working days. 

Outcome: Customer acknowledged the information provided.

Tagging:
Segment: Travel Native
Brand: TN IHCL 
Type: Brand Related
FD: Category: Hotels
Tata Neu Category: NeuPass Related
Tata Neu Sub Category: Missing NeuCoins Related
Tata Neu Sub Category1: No NeuCoins awarded / Less NeuCoins awarded
Resolution: Info Given
Status: Pending with CS
Brand Handoff: No
ITSM: No