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 lock the customer’s account.
When to Mark a Deposit as Disputed
Depending upon the individual operational practices of the JLP user it is best to mark a deposit as disputed during a current draw meaning cancelled tickets will zero the customer wallet funds.
If a deposit is marked as disputed where tickets are not cancelled, then the wallet funds will remain in a negative status unless resolved in a separate transaction
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 disputed deposit
The disputed funds will have different search identifiers on JLP, depending on the payment gateway.
If you have the Deposit ID (this will be an Invoice No for PayPal, an Invoice Description for eWay and Stripe, or an Order ID for Braintree):
2.1 Search using the Deposit ID
Enter the Deposit ID into the Admin search bar.
If you have the Customer ID (Braintree) or Customer Reference No (eWay):
2.2 Search using Customer ID or Reference No
Search the JLP ID and navigate to the transaction that matches the date, time, and amount of the disputed transaction.
3. View the deposit details
Check the details against the report from your payment gateway (deposit amount, date and time of deposit, etc.)
4. Dispute the deposit
Once you've verified you have the correct transaction, scroll to the bottom of the deposit details page. There are two options.
4.1 Mark as Disputed and Lock Customer
This disputes the transaction and locks the customer account.
If you have a locked account email configured, clicking Mark as Disputed and Lock Customer sends an email notification to the customer letting them know their account has been locked.
Note: This account lock cannot be reversed until the funds are repudiated.
4.2 Mark as Disputed
This disputes the transaction only and does not lock the account.
5. 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.
6. Deposit state changed to disputed
On the deposit details page, you'll see:
- A flag indicating the deposit state has changed to disputed
- The deposit status now shows "Disputed"
- If the account was locked via the dispute, the customer's account status shows "Locked," with the time and date
Navigate to Admin > Transactions > Deposits to view this at any time.
Transactions > Deposits
7. Impact on wallet balance
On the customer's profile page, you may see the following:
- If the disputed funds are not associated with a current draw, the wallet balance will go negative
- If the disputed funds relate to a cancelled ticket in a current draw, the balance will net to zero
- If funds were disputed before the tickets were cancelled, the balance will appear negative until the tickets are cancelled
8. Optional: Dispute Resolution
When a deposit is marked as disputed, the deposit in an unresolved or limbo status.
Note: The deposit can be left in such a status on the platform.
When the deposit is marked as “Resolved” or “Lost”, the deposit is in a resolved or completed status.
8.1 Mark as Dispute Lost
Note: this is assuming the chargeback or dispute has been lost either through the bank or payment gateway.
ie funds taken by bank or payment gateway
Transaction Reason will appear as follows:
8.2 Resolve Dispute and Return Funds to Customer
If the ticket related to the disputed deposit was cancelled, the customer's wallet balance should return to zero.
Note: Always check the customer's wallet balance is zero before reactivating the account.
Once a disputed deposit has been resolved, the disputed amount is added back to the customer's wallet, and the account is unlocked (if it was initially locked as part of the dispute).