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Process a Withdrawal Request

Applies to: Administrators, Finance Managers

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

Steps to Process a Withdrawal​

1. Navigate to the Withdrawals Page​

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

2. Locate the Pending Request​

  • The default view shows all withdrawals.
  • 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 Withdrawals

3. Review the Request Details​

  • Click on the row to expand it and view all details.
  • Carefully check the following information:
    • Amount: The requested withdrawal amount.
    • Wallet: Ensure the funds are coming from the correct customer wallet.
    • Withdrawl Method: Check that the customer's selected payout method is correct and operational.

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 transaction, 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 be released back to the customer's wallet.

What Happens Next?​

  • On Approval: The customer will automatically receive a confirmation email. 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.

Best Practices & Tips​

  • Verify Balance: Before approving, quickly check the customer’s wallet balance to ensure sufficient funds and no unusual activity.
  • Clear Communication: If rejecting, provide a clear and polite reason to avoid further support inquiries.
  • Double-Check Details: For large withdrawals, ensure the payment method details match the customer's registered information for security purposes.