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Process a Transfer Request

Applies to: Administrators, Finance Managers

This guide walks you through reviewing and approving or rejecting a transfer request submitted by a customer.

Steps to Process a Transfer​

1. Navigate to the Transfers Page​

  • In the main sidebar, click Customer.
  • Then select Requests.
  • Filter type column dropdown from Transfer

2. Locate the Pending Request​

  • The default view shows all transfers.
  • Use the Status filter at the top of the table. Select Pending from the dropdown.
  • You can also use the search bar to find a customer by name or ID.

Filter Transfers

3. Review the Request Details​

  • Click on the row to expand it and view all details.
  • Carefully check the following information:
    • Amount: The requested transfer amount.
    • From Account/Wallet: Verify the source account/wallet has sufficient balance.
    • To Account/Wallet: Ensure the destination account/wallet is correct and active.
    • Currency: Confirm both wallets use the same currency to avoid conversion issues.

4. Take Action: Approve or Reject​

  • After your review, click either the Approve or Reject button at the end of the row.

If Approving:​

  • A confirmation dialog will appear.
  • Click Approve to finalize the approval.
  • The system will automatically process the transfer between wallets, and the status will change to Approved.

If Rejecting:​

  • A pop-up will appear prompting you to select a Rejection Reason.
  • Choose the most appropriate reason from the pre-configured list in TR Settings > Resolutions.
  • You can add an optional note for the customer to provide more context.
  • Click Reject. The status will change to Rejected, and funds will remain in the source wallet.

What Happens Next?​

  • On Approval: The customer will automatically receive a confirmation email. The funds will be moved between wallets immediately, and the transaction will be logged in the main Transactions list.
  • On Rejection: The customer will receive an email notifying them of the rejection and the reason provided. They may submit a new request with corrected information.

Best Practices & Tips​

  • Balance Verification: Verify that the source wallet has sufficient funds before approval.
  • Wallet Compatibility: Ensure both wallets are active and support the same currency.
  • Customer Confirmation: For large transfers, consider confirming with the customer via additional channels.
  • Security Check: Verify that both wallets belong to the same customer for internal transfers, or validate recipient details for external transfers.