1. Summary/Overview

In Mesra ULP, Fraudblock refers to a temporary restriction on a customer's Mesra Card due to suspicious activity detected by the system. When a fraud rule is triggered, the card status is updated, showing which condition caused the block.

Customers will see messages like:

• “The card is temporarily frozen. It is restricted from redeeming points.”

• “Your Mesra Card is temporarily frozen, but you can still earn points. Reach out to customer support to unfreeze it.”

2. What Is the Preventation Measurement ?

✅What is e-KYC and why do I need to do this?

Electronic-Know Your Customer (e-KYC) is the electronic process to validate the identity of a user by verifying the personal details of the user.

As regulated by Bank Negara Malaysia, e-KYC is mandatory to verify a customer's identity to ensure Setel is more secure. Complete this verification to get your Setel account upgraded and validated.

Validated users enjoy:

• higher single transaction limit.
• increased to wallet balance limit.
• wallet sharing feature (Setel Share).
• receipts submission.

3. How Does the System Detect Fraud?

he system uses Fraud Rules to flag suspicious behaviors. Once triggered, the Mesra Card status is set to Temporarily Frozen with detailed remarks.

Example Remark Format:
Fraud Block: "Status changed to 'Temporarily Frozen' on EventDateTime - Suspicious Fraud R1/R2/R3"

Conditions for Remark Insertion:

Condition	Loyalty Card Status	Remark Information
Limit frequency per day per station	Temporarily Frozen	Fraud Block: “Status changed to 'Temporary Frozen' on EventDateTime - Suspicious Fraud R1”
Limit amount per transaction	Temporarily Frozen	Fraud Block: “Status changed to 'Temporary Frozen' on EventDateTime - Suspicious Fraud R2”
Limit amount per month	Temporarily Frozen	Fraud Block: “Status changed to 'Temporary Frozen' on EventDateTime - Suspicious Fraud R3”

Mesralink SLA: 14 working days.

 

4. What Does It Look Like for Users and Agents?

View Under Customer's App:	View Under Agent's App:
Customers can check their Mesra Card status on two pages in the Setel app: 1. Rewards Page  2. Profile Page	Agents can search the customer account in the Admin Portal, then go to: Dashboard → Loyalty Info → View Detail → Member Details → Remarks.

                                                                                                            Table 1 

 

5. Scenario-Based Troubleshooting Guide

What’s the Issue?	Resolution Steps
Mesra Fraudblock (R1)	1. Check Case History If found, use the latest update to assist the customer.If no previous case exists, proceed with the steps below. 2. Perform Verification Request the user's IC number Log in to the Admin Portal and verify IC number Login Admin Portal→ Dashboard → Loyalty Info → View Detail → Member Details → ID Number.                    3. Diagnose the Issue Check the remarks section in Admin Portal to review the account status and identify any fraud flags (e.g., R1, R2, R3) - How to view ?. Follow below steps.  Dashboard → Loyalty Info → View Detail → Member Details → Remarks. Refer to Table 1: View Under Agent's App for a visual example. 4. Collect Required Customer Information Gather the following for verification and escalation: Full Name Email Address Mobile Number IC Number Mesra Card Number Frequently Visited Petrol Station Reason for High Usage (e.g., Personal or Company use) Estimated Monthly Usage 5. Inform the User of Next Steps Let the customer know their case will be escalated to L2. They will receive updates via email. 6. Post-Escalation Follow-up Once L2 unfreezes the account, L1 should update the customer via email. 7. Set Customer Expectations Inform the customer the resolution may take 3–5 working days. Advise them to monitor their email or Setel app for updates. If no update is received, they may contact customer support again.
Mesra Fraudblock - R2 , R3	1. Check Case History If found, use the latest update to assist the customer.If no previous case exists, proceed with the steps below. 2. Perform Verification Request the user's IC number Log in to the Admin Portal and verify IC number Login Admin Portal→ Dashboard → Loyalty Info → View Detail → Member Details → ID Number.    3. Diagnose the Issue Check the remarks section to review the account status and identify any fraud flags (e.g., R1, R2, R3) - How to view ?. Follow below steps.  Dashboard → Loyalty Info → View Detail → Member Details → Remarks.   4. Advise the User on Next Steps Ask the user to visit their frequently used Setel station. Instruct them to: Request and fill out the “On Account Form” Obtain a station stamp Submit the completed form to the KP staff at the station Additional Notes : If the customer comes back with a stamped "On Account Form", the agent should escalate the case to Mesralink and advise on SLA.  5. Follow-Up Expectations Let the user know the Mesralink team may contact them via call or email after submission (within 14 working days) No further action is needed from the agent unless requested.

                                                                                 Table 2 

 

6. Escalation Process for Fraudblock (R1, R2, R3 Cases)

Card Type & Block Reason	Escalate To	SLA
R1 Fraudblock (Virtual) - First time	L2 Support Team	3–5 working days
R1 Fraudblock (Virtual) - Reason: KP	MesraLink	14 Working days
R1 Fraudblock (Virtual) — Blocked More Than Twice	MesraLink	14 Working days
R1 Fraudblock  (Physical)	MesraLink	14 Working days
R2/R3 (Physical)	MesraLink	14 Working days

                                                                                                           Table 3

7. Probing Questions – English / BM

English	Malay
✅May I have your IC number and Mesra Card number for further checking?	✅ Boleh saya dapatkan nombor Kad Pengenalan dan nombor Kad Mesra encik/puan untuk semakan lanjut?
✅Which petrol station do you frequently visit?	✅ Stesen minyak mana yang encik/puan sering kunjungi?

                                                                                                                          Table 4

8. Contact Reason Tagging – Fraudblock Cases

a. When the issue is due to a Fraudblock R1

• Product  : Mesra (ULP)
• Contact Reason : Complaint::Mesra (ULP)::Card::Fraudblock R1

b. When the issue is due to a Fraudblock R2 

• Product  : Mesra (ULP)
• Contact Reason : Complaint::Mesra (ULP)::Card::Fraudblock R2

c. When the issue is due to a Fraudblock R3 

• Product  : Mesra (ULP)
• Contact Reason : Complaint::Mesra (ULP)::Card::Fraudblock R3

Agents often mistakenly choose: Complaint::Mesra (ULP)::Card::Frozen Card

9. Frequently Asked Questions (FAQ)

a. What should I do if my Mesra Rewards card is frozen or temporarily frozen?

If your Mesra Rewards card is frozen, please contact Mesralink through any of the following channels:

• Phone: Call Mesralink at 1-300-22-8888.
• Live Chat: Use the live chat feature on the Setel app or the official Mesra Rewards website.
• Email: Send an email to hello@setel.com.

Be prepared to provide the following details for identity verification:

• - Card holder name:
• - Mesra card number (compulsory):
• - IC Number (compulsory):
• - Last transaction (amount/station name):
• - Mobile number:
• - Email address (optional):

b. Why was my Mesra Rewards card frozen or temporarily frozen?

Your Mesra Rewards card may be frozen or temporarily frozen if we detect any suspicious activities, such as:

• Unusual transactions
• More than one active card under the same account
• Compromised card due to loss or theft

c. What can I still do if my Mesra Rewards card is frozen or temporarily frozen?

Card Status	Earn Points	Redeem Points
Active	✅ Yes	✅ Yes
Issued	✅ Yes	❌ No
Temporarily frozen	✅ Yes	❌ No
frozen	❌ No	❌ No

 

d. How long does it take to unfreeze my Mesra Rewards card?

The processing time varies, but it typically takes 3-5 working days after contacting customer support.

Note for Agents:

Mesralink SLA: 14 working days for Card Temporary Frozen (Physical R1, R2, R3; Virtual R2, R3).
Setel SLA: 3-5 working days (Virtual R1).

e. Will I receive a notification if my card is frozen or temporarily frozen?

Yes. You will receive a notification, and you can also check your card status under the Rewards tab in the Setel app.

f. Does the customer need to fill out the "On Account" form every time their Mesra Card status is under R2/R3?

No, the form only needs to be filled out once. It remains valid for 6 months from the date of submission, and the customer's card will stay whitelisted for the same period.

g. Where can the customer get the On-Account form?

The form can be obtained at the nearest or frequently visited station, and the customer must get the station's stamp before submitting it to the Mesralink team.

h. How can the station obtain the On-Account form?

The station needs to log in to the myStation Portal using their station user ID and password.

📌 Sharing here the PDF guide on how the station can download the On-Account Form from the myStation Portal. (This PDF can also be shared with the station for reference.)

9. What should the station do if they forgot or don’t know their myStation Portal password?

The station can reset their password by clicking on the "Forgot Password" link:
🔗 Reset Password

Other Related Reference Documents: Mesra Card Scenarios & Action.

More Related Reference Documents: Fraud Appeal: Document/Info Requirement [B2C]