Missing deposit queries
Purpose
💲This article explains the procedure regarding a missing deposit. 💲
Context
The customer can contact the CS team about his missing deposit. Missing deposits occur when funds aren't credited to the player's account in TAT (turn round time). Payments methods have different TAT's. The procedure, along with TAT, is explained below.
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- Deposit flow
- Payment methods/TAT and action taken:
- All payment methods
- Bank Transfer
- Credit/Debit/Master/Virtual Card
- E-wallet
- Crypto
- Escalation via Salesforce
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DEPOSIT FLOW
Deposits are made according to this flow:
🔹A player chooses a deposit method on the website.
🔹A player enters his payment details and clicks on Make Deposit.
🔹Interal fraud checks are passed through by lovation and bVerified (fraud tools).
🔹If there's no problem, the payments are sent to the payment provider.
🔹If there's a confirmation from the provider that funds are available, the deposit should be credited to the player's account.
How credited deposit looks like in FinAdmin:
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PAYMENT METHODS/TAT AND ACTION TAKEN
🟠All payment methods:
Check the status of the deposit in FinAdmin. -> Ask the customer to check the payment method account, and if the transaction was debited (even if the transaction looks failed on FinAdmin), to send us a PoP (Proof of Payment) of the deposit in question.
Where to check the status of the deposit:
🟠Bank Transfer (BT): 💶
The TAT for the deposit via bank transfer is from 2 to 5 business days. Once the 5 business days period is over and the deposit isn't credited -> Request a PoP and once received, escalate to Payments via Salesforce.
💡Deposits via bank transfer are considered offline deposits, as the customers use only banking to make them. Since the deposit is not initiated via our website it won't appear in the Transaction History until is credited.💡
Ideally, the PoP (proof of payment) should be in PDF format, but screenshots are also accepted by the Payments team.
🟠Credit/Debit/Master/Virtual Card (CC): 💳
The TAT for the deposit via Card is instant. If the deposit isn't credited within 15 minutes from a deposit request -> Request a PoP and once received, escalate to Payments via Salesforce.
Ideally, the PoP (proof of payment) should be in PDF format, but screenshots are also accepted by the Payments team.
🟠E-wallet (Neteller, Skrill, Ecopayz, Jeton etc.): 🪙
The TAT for the deposit via E-wallet is instant. If the deposit isn't credited within 15 minutes from a deposit request -> Request a PoP and once received, escalate to Payments via Salesforce.
Ideally, the PoP (proof of payment) should be in PDF format, but screenshots from the E-wallet app are also accepted by the Payments team.
🟠Crypto: 💹
The TAT for the deposit via Crypto is mostly instant but in some cases, it might take up to 1 hour, as it depends on how busy the network is. Once the 1 hour period is over and the deposit isn't credited -> Request a PoP and once received, escalate to Payments via Salesforce.
Ideally, the PoP (proof of payment) should be in PDF format, but screenshots from the Crypto app are also accepted by the Payments team.
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ESCALATION VIA SALESFORCE
1️⃣Check whether creating a new case is required. Only if the customer contacts us via resolved case.
If a customer contacts us on an old case that we've already solved and closed, asking about a Payment subject not related to the previous one, we need to create a new case in order to escalate to Payments and close the reopened case.
So, for example, if the customer contacts us about a missing deposit on an old case about a missing withdrawal, we need to close the reopened case and create a new one for the deposit.
❗However, if the customer contacts us about a missing deposit reopening a missing deposit case that was already solved, we can continue on that case, with no need to create a new one.❗
2️⃣Write a clear comment on Salesforce, and escalated the case to Payments.
Before escalating, we need to create a clear comment on Salesforce with the following details:
💎Which type of issue is: missing deposit
💎Amount of the transaction
💎Date of the transaction
💎If there's an attachment: a brief explanation about it, especially if there's any translation needed
💡Ideally, all the relevant details from above should look like this in a post:💡
"Hi Team,
The customer came up with a missing deposit of XXX from XX.XX.XXXX. The customer provided a PoP (Proof of Transaction from the Bank, E-wallet etc) which you can find attached to this case (brief explanation or translation of a transaction proof if needed).
Could you check it, please?
Thanks!"
(Copy and paste the info below from FA) Finance -> Fund -> Transaction History -> Click on the transaction in question
Transaction History
Date/Time:
Type: Deposit request/delayed/failed
Processor:
Amount:
Status: Ok
Proc. Trans. ID 1:
Proc. Trans. ID 2:
Merchant Reference:
Subtype: