When a customer contacts us to report that they attempted to complete an accumulation, but a redemption was processed instead, the agent must first check BRIK to confirm that the redemption went through.

This can happen due to:

  • Cashier error

  • Terminal/POS issues

  • Incorrect transaction selection

  • Other merchant or system-related issues

If the redemption is confirmed, advise the customer to send an email with the required documents so the transaction can be reviewed.

Documents required:

  • Magna slip

  • Store receipt

  • Copy of their ID

Once the documents have been received and verified, send the relevant transaction details to the Supervisor via Freshdesk.


Email Example

Hi ----,

The customer visited [Merchant Name] to complete an accumulation on [Date]; however, a redemption was processed on the account instead.

Please see the details below for your reference:

Card: 25252507 / 25252509

Insert a snippet of the redemption from BRiK.

Attachments: Download and attach the Magna slip, store receipt, and copy of the customer's ID.

Advise the customer that they will receive an update within 24–48 hours.