This article will guide you through the basics of managing a customer’s ticket requests. You will learn how to process ticket cancellations, account refunds and manage recurring accounts subscriptions.
Prerequisites
- Access to the Jumbo Lottery Platform (JLP) admin
- Required level of Admin access to view and make changes to a customer’s account
1. Viewing A Customers Ticket
Begin by locating the required customer and navigating to the customer’s profile.
To view a customer’s ticket history, select the “Order History” option from the left toolbar.
This will show a complete ticket history since registration as well as important information such as ticket ID, draw number, draw date, order date and created from ARP (or star supporter/ membership/VIP).
Click on the “Ticket ID” from this page to view more specific information relating directly to a ticket. Please see the following example of a ticket to view what information is provided.
2. Ticket Cancellation
To cancel a ticket, first, locate the required ticket from the “Order History” by following the above steps. Select the required ticket ID, this will reveal further information regarding the specific ticket. Scroll to the bottom of this page and click on the red “cancel this ticket” button.
A pop-up will appear requiring you to confirm the cancellation, once this has been confirmed you will see that the ticket state should move into “cancelling”.
By refreshing the page it should move into the state “Cancelled”.
3. Processing An Account Refund
After cancelling a ticket you may be required to process an account refund back to the customer’s account.
To process this request for the customer there must be a balance in the customer’s account. You can view this from the financial summary on the customer’s profile.
From the left toolbar click “Administrator actions” then “Manual withdraw”.
This will show the manual withdrawal page, on this page you will see the customer’s account balance. To withdraw this balance from the customer’s account enter the total amount. Select the withdrawal type (admin, card or cheque). Add a note to refer to why the withdrawal was processed.
Note: Any notes made in the “Customer Visible Description (mandatory)” section will be visible on the customer’s account. Customer’s will be able to view this note from their transaction history.
Click the blue “Proceed Withdrawal” button to complete the action.
You will now see from the customer’s profile that these funds have been removed from their balance in the financial summary.
As the funds have now been removed from the customer’s account you will be required to now follow your organisation’s refund process to reverse the funds back to the customer’s payment method.
4. Managing Account Subscriptions
Refer to How to manage subsciptions