How to process PaymentSystem Assistance requests for deposits and withdrawals
Understand PaymentSystem Deposit Assistance and PaymentSystem Withdrawal Assistance requests and learn how to process them
Requests of the PaymentSystem Deposit Assistance and PaymentSystem Withdrawal Assistance types are automatically created in Clients > Requests when a corresponding deposit and withdrawal receives the Assistance status. This status indicates that the transaction status couldn't be determined automatically, and the admin must decide whether to continue syncing the transaction status with the external payment system or mark the transaction as failed.
Note the difference
Deposit and withdrawal transactions may be assigned the Assistance status, while the corresponding requests in Clients > Requests are given the PaymentSystem Deposit Assistance or PaymentSystem Withdrawal Assistance type accordingly. These requests contain all available details about the transaction to help the admin make a decision on how to process it.
Logic for creating PaymentSystem Assistance requests
For deposits, PaymentSystem Deposit Assistance requests aren't created when the
Assistancestatus is assigned due to the sync deadline error, meaning that the deposit sync time with the payment system has expired. Such deposits must be processed directly in the deposit details in Finance > Deposits. For details, refer to How to process deposits with the Assistance status.For any reason other than the sync deadline, a PaymentSystem Deposit Assistance request is created for the deposit, and it must be processed within the corresponding request.
For withdrawals, PaymentSystem Withdrawal Assistance requests are always created when the
Assistancestatus is assigned. These withdrawals must be processed within their respective requests.
To process a PaymentSystem Assistance request:
Navigate to Clients > Requests.
Find the request related to the deposit or withdrawal transaction with the Assistance status.
To filter the list, select PaymentSystem Deposit Assistance or PaymentSystem Withdrawal Assistance in the Type column and Pending in the Status column.
Click the Edit button to open the request and view the transaction payment details. For an overview, refer to the Payment details structure.
These payment details are the same as those displayed on the Payment system tab in the deposit or withdrawal details under Finance > Deposits and Finance > Payouts.
Based on the information provided in the request, take an appropriate action to update the transaction status.
Before updating the transaction status, ensure to check the external payment system for the relevant transaction details to make a correct decision.
The following transition options may be available, depending on the transaction’s current state:
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