How to process transactions with the Assistance status
Learn how to process deposits and withdrawals with the Assistance status
Deposits and withdrawals initiated via PSS-connected methods may receive the Assistance status during processing. This status indicates that the transaction status couldn't be determined automatically during syncing with the external payment system and the transaction processing requires manual action.
How to process deposits with the Assistance status
Deposits may receive the Assistance status due to:
The sync time with the payment system has expired, meaning the sync deadline has been reached. In this case, the deposit must be processed directly in the deposit details in Finance > Deposits.
Any reason other than the sync deadline. In this case, a PaymentSystem Deposit Assistance request is created automatically in Clients > Requests, and the deposit must be processed within that request.
The purpose of processing deposits with the sync deadline error directly in the deposit details is to prevent an excessive number of PaymentSystem Deposit Assistance requests and streamline request handling.
To determine why a deposit has the Assistance status and process it:
Navigate to Finance > Deposits.
Find the deposit with the Assistance status that you need to process.
To filter the list, select Assistance in the Status column to display only deposits with this status.
Select the deposit and click the Edit button to open its details.
In the deposit details, go to the Payment system tab.
This tab displays detailed deposit information. For an overview, refer to the Payment details structure.
Determine why the deposit received the Assistance status.
In the Timeline section, review the status details:
If the status is Unexpected and the Error code field displays
service.sync_deadline, the deposit syncing time with the payment system has expired. In this case, continue processing the deposit directly on the Payment system tab.If any other error code is displayed, process the deposit in the corresponding PaymentSystem Deposit Assistance request that was created automatically in Clients > Requests. For details, refer to How to process PaymentSystem Assistance requests for deposits and withdrawals.
To process the deposit with the service.sync_deadline error code, take the appropriate action to update the deposit status on the Payment system tab.
The following options are available:
Move to In progress — to resume syncing of the deposit status with the external payment system.
Move to Failed — to stop syncing with the external payment system and mark the deposit as failed.
For details, refer to Move to In progress and Move to Failed. Note that for the service.sync_deadline case, these actions must be performed directly within the deposit details, on the Payment system tab.
Depending on the selected option, the deposit status will be updated to In progress and then can reach one of the final statuses or will be updated to Failed immediately.
How to process withdrawals with the Assistance status
When a withdrawal receives the Assistance status, a PaymentSystem Withdrawal Assistance request is always created automatically in Clients > Requests. Such withdrawals must be processed within these requests. No manual actions for processing withdrawals are available within withdrawal details.
To process a withdrawal with the Assistance status:
Navigate to Finance > Payouts.
Find the withdrawal with the Assistance status that you need to process.
To filter the list, select Assistance in the Status column to display only withdrawals with this status.
Select the withdrawal and click the Edit button to open its details.
In the withdrawal details, go to the Payment system tab.
This tab displays detailed withdrawal information. For an overview, refer to the Payment details structure.
In the Timeline section, review the status and error code that caused the withdrawal to receive the Assistance status.
Unlike deposits, withdrawals with the Assistance status always have a PaymentSystem Withdrawal Assistance request created in Clients > Requests. These withdrawals must be manually processed within their respective requests. For details, refer to How to process PaymentSystem Assistance requests for deposits and withdrawals.
Payment details structure
The following information is available on the Payment system tab in the details of deposits and withdrawals listed in Finance > Deposits and Finance > Payouts, as well as in the corresponding PaymentSystem Deposit Assistance and PaymentSystem Withdrawal Assistance requests listed in Clients > Requests. This information helps the admin decide how to process a specific transaction and includes the following sections:
Deposit/Withdrawal information
The main information about the transaction:
Identifier
The transaction identifier in the B2CORE Payment Systems Service (PSS). You can click it to navigate to the transaction details in Finance > Deposits or Finance > Payouts.
Payment provider identifier
The transaction identifier from the external payment system, which may have two statuses:
Verified— a transaction with this identifier exists in the payment system.Unverified— a transaction with this identifier can't be found in the payment system.
Status
The status of the transaction in the B2CORE PSS:
Created — a transaction was created.
In Progress — a transaction is being processed.
Success — a transaction was completed successfully. This is a final status.
Failed — a transaction failed to complete. This is a final status.
Unexpected — a transaction is in an unknown state. This status must be handled by the admin as part of the assistance process.
Unprocessable — a transaction is in a state that requires manual actions, as no further actions can be taken automatically. This status must be handled by the admin as part of the assistance process.
Initial amount
The amount with which the transaction was initiated.
Initial currency
The currency in which the transaction was initiated.
Creation date
The date and time when the transaction was created.
Last updating date
The date and time when the transaction was last updated.
Payment input snapshot
The information entered by a client on a payment form when initiating a deposit or withdrawal. The fields that clients must complete depend on the selected deposit or withdrawal method. This information is displayed as the field name and the value provided by the client.
For some methods, no information is required from clients. In this case, the message The payment input snapshot is empty is displayed.
External details
Additional information about the transaction, including useful data from the payment system. The set of information depends on the specific payment system. During transaction processing, there are no details in this section.
Timeline
Information about the transaction’s statuses within the B2CORE PSS. The data is presented in chronological order and includes useful details for each status.
Polling job
After a transaction is created within the B2CORE PSS, the service initiates periodic requests to the external payment system to check the current status of the transaction. This periodic status check is referred to as the Polling job process. Each polling job attempt includes information about the request date, status, and additional details about any errors, if applicable.
After the transaction is successfully completed, the information in all sections of the request is updated accordingly.
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