Deposits technical issues
Sometimes customers will contact customer support to request assistance with a deposit that has not yet arrived to the site.
It is customer service agents' responsibility to investigate the case and find out what might be affecting the customer and the deposit itself.
In the back office, it is important to keep the following in mind:
Processing time notes:
Orders that take more than 60 minutes to process will be considered timed out.
When the financial staff rejects the deposit request, the deposit order will be returned to the risk control staff for processing.
Orders that take more than 24 hours to process will be considered failed.
When an order is considered failed, it will be transferred to the Deposit Records page.
Deposits on the wrong network
It the customers responsibility to choose the correct network when they are making the deposit. This should be done according the currency selected and their wallet address.
If a customer contacts because their deposit has not arrived to their account in the site and they are not sure what the reason could be, we can start by asking them the details of this deposit.
How much did they send?
What currency and network did they use?
What is the hash of the transaction?
Sometimes, depending on the network used and if it differs from the one they were supposed to use, you will see inconsistencies with the transaction.
Whenever you identify one of these cases, it is important to let the customer know that we do not receive funds sent through wrong networks. The even though they used the correct wallet address, the network was incorrect and this affects the flow of the funds, preventing them from reaching our site.
As it is, we are unable to recover funds that we will not receive.
Be as empathetic as possible, for example, you can use the following:
We understand your concern regarding the recent deposit.
Upon review, it appears that the transaction was initiated using an incorrect network. Although you used the correct wallet address, the network used to send the funds does not align with the network supported. This misalignment prevents the funds from reaching our site and disrupts the transfer flow.
Please note that, unfortunately, we are unable to recover or process funds sent via unsupported networks. For future transactions, kindly ensure that both the wallet address and network are compatible with our site requirements to ensure a smooth transfer.
Deposits to a previously used wallet address
Even though the deposit wallet address might look the same each time, it's essential to go through the cashier and create a new transaction for each deposit.
This is because the deposit process is affected by the provider's rules and other factors that might change over time.
By generating a new transaction, we ensure that the payment is processed correctly and that there are no unexpected issues, like the wallet address changing due to provider updates or transaction limits being reset.
It’s a quick step that helps keep all transactions safe, secure, and in line with the latest requirements.
If the customer does not enter the cashier for every new deposit, the funds might not arrive to the site and we cannot be held accountable for any missing funds.
Delays on networks
For some crypto currencies and networks, like Bitcoin and Blockchain, we are completely dependent on their own clearance of the funds before they can be sent through the network.
Customers might contact us annoyed that they have not received their funds. Once again, customer service agents are required to investigate.
How much did they send?
What currency and network did they use?
What is the hash of the transaction?
With the hash identification, customer service agents will be able to see if the transaction has already been confirmed in Blockchain or if it is still pending.
It is paramount to let customers know that we have no control over the confirmation process in Blockchain or any other network. The transaction needs to be cleared on their side first.
If the transaction has already been cleared on the network side then we need to investigate more on what happened on our side.
Check account and confirm the deposit is not showing.
Review for any reported issues with the cashier.
Check all pertinent backends for the information.
Lastly, escalate the case to be checked my the manager or the accounting team.
Fiat currency deposit issues
If a fiat currency deposit request was denied, the customer can try the following steps:
Check Account Information: Ensure that the account information is complete and accurate, including the details of the payment method.
Review Payment Restrictions: Confirm whether there are any related restrictions or requirements for the payment method they are using, such as minimum and maximum deposit limits.
Contact the Payment Service Provider: Sometimes, the payment service provider may deny the transaction; they can contact them for more information.
Contact Customer Service: If the issue persists, they can reach out to the XYes.com 24/7 customer service team. We can provide the specific reasons and help them resolve the issue. This might require deeper investigation or a potential escalation for our finance team to review the case.
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