Dispute ticket

Created by Wired Banking Africa, Modified on Wed, 2 Apr at 12:14 AM by Wired Banking Africa

Dear Partner,

If you have created a ticket without providing the required details, please note that it will be closed. This means you will need to create a new ticket and supply all the necessary information to ensure we get back to you as soon as possible. Creating a ticket without complete information will lead to unnecessary back-and-forth communication.

Please review the requirements below:

*1. Payment Sent to Virtual Account on Wired Banking (Not Yet Credited)*

If you or your customer sent payment to the virtual account created on Wired Banking and the funds have not been credited, follow these steps:

Step 1: Check your pending settlement under NIP payment. If no record is found, proceed to create a ticket.

Ticket Requirements:*

Subject: Include your business short name and business account number.

Body:

Account number the payment was made to.

Bank the payment was sent to eg: Asset Matrix.

Amount sent.

Date of transaction.

Session ID (30 digits, if available).

Attach the payment receipt (if available).

Specify if the payment should be repushed to the customer account or business account once confirmed.

*2. Payment Sent from Your WBA Wallet to Other Banks*

If you sent a payment from your WBA wallet to another bank and encountered an issue:

Step 1: Go to NIP Payment, click on TSQ, and enter your reference number to search. This process may take 1-2 minutes.

If the transaction is found, it will be reversed.

If an error occurs, create a ticket with the following details:

Ticket Requirements:

*Subject: Include your business short name and business account number.*

Body:

Transaction reference (WBA*******, not session ID).

Amount sent.

Specify if the refund should be sent to the customer account or business account.

*3. Technical Support*

If you encounter technical difficulties on the app, kindly create a support ticket and provide the following:

A clear description of the issue.

Screenshots or a video as proof.

A brief explanation to help the team review and resolve the issue promptly.

Why Your Ticket May Be Closed

Your ticket will be closed if:

It lacks the required details.

A reply was sent requesting adjustments, and you have not responded or made the necessary changes within 24 hours.

In such cases, you will be advised to create a new ticket with the correct information.

Thank you for your cooperation.

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