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Transaction in an intermediate status (e.g. Processing)

Summary​

A deposit or withdrawal is sitting in an intermediate (non-final) status such as Processing, and the player is asking when the funds will move / arrive.

Triage​

Check the transaction status in BO for the user.

  • Intermediate status (e.g. Processing), no errors — the payment is still being handled by the provider. This is expected.
  • Errors / mismatched or stuck statuses — needs investigation (see Fix).
  • Final status, everything correct — nothing is pending on our side.

Fix​

  1. Transaction in an intermediate status (e.g. Processing): Make a check status request to Krionyx to get the current status directly from the provider. Compare the BO status against the Krionyx status

    • If they match and there are no errors — this is expected. Relay the estimated timing to the player.
    • If statuses differ (BO vs Krionyx) or Krionyx returns an error — treat as case 2 below.

  2. Any errors or issues (including BO/Krionyx status mismatch): Open a ticket in Slack so L2 can investigate further. Include User ID, GEO, External ID / TX ID, and a short description of the error.

  3. No errors and statuses are correct: There is nothing we can do on our end. Do not create a ticket for this type of inquiry — it only results in duplicate work. Let the player know the payment is being processed normally.

Escalate​

Open an L2 Slack ticket only for case (2) above — real errors or stuck/mismatched statuses, or a BO/Krionyx status mismatch. Routine "still processing" inquiries with no errors do not need a ticket.