- How to identify the account
- Making notes on customers accounts
- How to cancel active tickets
- How to withdraw/ refund remaining funds
- How to perform an account closure
Prerequisites
- Access to the Jumbo Lottery Platform (JLP) Admin
- Authority to make account closures, refunds and ticket cancellations
1. Locate The Customer
You may be contacted by a family member or Power Of Attorney to process a closure of account for a deceased person. In this case, take note of this person’s details including, name, contact number, email address and if possible their connection to the deceased person.
As you may not be able to action the closure immediately it is important to record these details to allow you to follow up at a later date.
Once the person has provided you with sufficient details, search for the customer by using the quick search field or the search form to locate the correct customer.
For more information on how to search for a customer, click here.
2. Make A Note On The Customer’s Account
Once the correct account has been located, leave a note on the account to record the conversation.
For more information on how to leave a note on an account, click here.
Your organisation may already have a procedure in place regarding what sensitive information you can provide to the notifier. We advise following these procedures, before making any changes to the customer’s account.
Make a note of whether there are any remaining funds, active tickets or prizes on the customer’s account. Ensure you notify your legal team or manager of these details so this matter is handled appropriately.
Once your legal or management team have given authorisation for the matter to be resolved you may be required to do the following, depending on what action is required:
3. Cancelling Active Tickets
On the left toolbar, click on Order history in order to view the customer’s entire ticket history.
From the status column you may see the following ticket statuses:
| Status | Available Actions |
| Limbo | Able to be cancelled |
| Purchased | Able to be cancelled |
| Cancelled | Ticket is no longer valid |
| Paid | Ticket has been played, unable to be cancelled |
Click on the corresponding ticket ID to view further ticket information.
Click the red Cancel this ticket button.
A pop-up window will appear requiring the ticket cancellation to be confirmed. Click on Cancel this ticket.
This will put the ticket into a cancelling state.
Refresh the page to confirm that the ticket has been cancelled. The ticket status should now show as Cancelled.
4. Refund Any Remaining Funds
If permitted you may be able to provide a refund for the customer, this is dependent on what your legal or management team advises.
To process a manual withdrawal, follow these steps.
5. Deactivate The Account
From the customer’s profile, click on deactivate account from the Account traits & related actions section.
This will show a pop-up window which details what deactivating an account does and includes a required field to enter in a reason description for the deactivation. The window also includes a checkbox that can be used to also add the customer’s account to the banned customer list.
Click Deactivate this account to finalise the account closure.
The profile will now appear as Deactivated.
6. Follow Up
If you have been able to successfully close the customer’s account, ensure that you contact the Power of Attorney or family member that originally notified you of the issue.