Lost transaction

The Lost Transaction tab contains a table for managing lost transaction requests. A transaction may be considered lost if the user sent funds but did not receive them on their balance, while having confirmation that the funds were credited to the final account. In such cases, a request is created and processed by our support team.

By default, only transactions in active statuses are displayed. To see all requests, including closed ones, clear the Status filter and click Apply.

Table columns

• Payment system — the payment system that was used for the transaction.

• Amount — transaction amount before commission is applied.

• Currency — transaction currency.

• Custom user id — internal unique user identifier.

• Custom transaction id — internal unique transaction identifier.

• Order id — internal unique order identifier.

• Image — screenshots related to the transaction.

• Created at — date and time of transaction creation.

• Comments — support team comments.

• Status — current lost transaction request status.

• Resolution date — date and time the request was resolved.

• Actions — available actions for the request.

Available actions

View and search requests Browse all lost transaction requests in the project or search for specific ones by applying filters.

Cancel a request

1. Find the request in the table.

2. In the Actions column, click the ⋮ (three vertical dots) icon, then select Cancel.

3. The request will be stopped and moved to the Cancelled status.

Reopen a closed request

1. Find the closed request in the table.

2. In the Actions column, click the ⋮ icon, then select Reopen.

3. Add a comment and attach files.

4. The request will move to the Reopen status and will be processed by the support team.

Add files to an active request

1. Click the cell in the Image column.

2. In the opened form, upload files and click Save.

Add or edit a comment

• Add a comment:

  1. Click the cell in the Comments column.

  2. A panel will open on the right side with the comment history (if any) and a text input field.

  3. Enter your text and click the ↑ icon to submit.

• Edit a comment:

  1. Click the cell in the Comments column.

  2. In the comment history, find your comment and click the pencil icon.

  3. Edit the text and click Save changes.

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Creating a lost transaction request

You cannot create a new request directly from this tab. Instead, use one of the following methods:

• From the Deposit table

  • Option 1:

    1. Select the required order (no more than one) by checking the box in the left column.

    2. Click Send to Lost transactions above the table.

    3. Fill in the form and click Create issue.

  • Option 2:

    1. In the required order row, click the ⋮ icon in the Actions column.

    2. Select Send to Lost transactions.

    3. Fill in the form and click Create issue.

• Using the web form

  1. Go to https://pay-crm.com/lost_transaction/new.

  2. Enter the Order ID or Custom transaction ID of the deposit.

  3. Attach a screenshot (can be pasted via Ctrl+V).

  4. Optionally, add a comment.

• Using the API

  • Send a request to the POST /Remotes/create-lost-transaction method (see API documentation for details).