In the event that a customer files a dispute for a transaction, you have the option to mark the transaction as disputed in Jumbo Lottery Platform (JLP) admin and concurrently lock the customer’s account.
Prerequisites
- JLP operator account with the correct permissions
- Customer account with the relevant deposit transaction
1. Login To The JLP Admin
Visit https://admin.<yourlotterydomain>.com and enter your JLP username and password.
2. Search For The Deposit ID Using The Search Bar
The deposit ID will be included in the dispute report that your payment gateway sends.
2. View The Deposit Details
Check the details against the report from your payment gateway (deposit amount, date and time of deposit, etc.)
3. Mark The Deposit As Disputed
Once you have verified that you have the correct transaction, scroll to the bottom of the deposit details page and click “Mark as Disputed and Lock Customer”.
4. Optionally Enter Notes And Confirm
A popup window will appear where you can optionally enter notes and confirm your action.
If you have a locked account email configured, clicking the “Mark as Disputed and Lock Customer” button sends an email notification to the customer that his or her account has been locked. This prompts the customer to get in touch with your customer support team.
5. Deposit State Is Changed To Disputed
On the deposit details page, you will see the following:
- A flag that indicates that the deposit state has been changed to disputed
- Customer account status shows “Locked” with the time and date
- State of deposit now indicates “Disputed”
You will also notice that the customer’s account potentially shows a negative account balance.
When a deposit is marked as disputed, the deposit in an unresolved or limbo status.
When the deposit is marked as “Resolved” or “Lost”, the deposit is in a resolved or completed status.
6. Optional: Resolve Dispute
In the event that the customer is able to resolve the dispute, you can click “Resolve Dispute and Return Funds to Customer”.
This will unlock the customer’s account and return the funds into their wallet.
Enter additional information in the pop-up window and confirm by clicking the blue button.
If the ticket related to the disputed deposit has been played, you will need to perform a manual admin withdrawal for the disputed amount before resolving the dispute. This ensures that the customer’s wallet has the correct account balance.
Once a disputed deposit has been resolved, the disputed amount will be added back to the customer’s wallet and the account will be unlocked.
7. Optional: Mark As Dispute Lost
In the event that the dispute is not resolved, click “Mark as Dispute Lost”.
Optionally enter additional information in the pop-up window and confirm by clicking the blue button.
The following message will also be displayed in your customer’s transaction details: