Case
If the attempt is fake and there are attempts left

If the attempt is fake and there are no attempts left

1st Scenario


Scenario / Logic

*If there is an attempt from the star on the order we have to confirm with the business that the CST number & address are correct.

*If the business or the CST confirmed the fake update
  •  Raise a ticket to Ali Mokhtar He will reply back within SLA 24H to confirm the fake update and if it's correct or not.


  • Inform the business if there are any attempts left that the order will take another trial within 24H.


  • Any escalation regarding fake updates must not exceed 7 business days from the update 

2nd Scenario

Scenario / Logic

If the 3rd trial has been done, or the order canceled on the 1st or 2nd trial

  • Send 2 tickets, one to Ali Mokhtar to check the update and another to the HUB to restart the order.
PS: 

1- Please note that any compensation regarding the fake update from the star side Ali Mokhtar is concerned to approve after investigation within SLA 24 working hours

After getting any approval for the compensation send an email to Mohamed Raafat & Ahmed Hesham to take the action ( you have to mention the order TN and the ticket ID,Liability,approved by who)

2- Any escalation regarding fake updates must not exceed 
7 business days


3- We only compensate the business for the fake update if the order is RTO or returned to the business already