Missing NeuCoins - Stay & Dining Both Eligible: Raise Retro for Both

Modified on Sun, 3 May at 1:31 PM

Action by the agent:

1. Raise a retro with the following details for stay:

Customer Hash
Member Name
Hotel name
Register/Confirmation No.
Folio/Invoice No.
Check-in date
Check out date
Market Code
Rate Code
payment Status
Mode of payment
Source of Transaction: (Invoice/IHCL DWH View)
Room sharer confirmation

2. Agent to raise a retro with the following details for Dining/POS:

Customer Hash
Member Name
Hotel name
Outlet Name
Register/Confirmation No.
Folio/Invoice No.
Transaction Date
Market Code
Rate Code
Payment Status
Mode of payment
Source of Transaction: (Invoice/IHCL DWH View
Note: The IHCL Backend Agent will change the Issue category from Opera Bill Retrieval to NeuCoins not Credited after receiving the Bill from the Hotel.
Category: Loyalty

Issue Category: NeuCoins not Credited

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

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

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 transactions made for categories like Dining/Spa/POS are 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