In this guide
Create one recharge referenceConnect the evidence in orderAvoid a duplicate while investigatingClose with a stated resultA recharge can have several observable states: requested, payment evidence received, payment confirmed by the seller and credits applied. Use the words that match the available evidence. A request marked “sent” should not be relabelled “completed” while the resulting quantity remains unconfirmed.
Create one recharge reference
Give the internal request a unique reference and record the intended account, package quantity and quoted USD total. Keep a snapshot of the prior confirmed balance with its time. Identify the actual provider-side order or conversation reference once supplied. A local customer nickname should not be the only account identifier.
Connect the evidence in order
For example, a request for the published 120-credit package should identify 120 credits and USD 178.80. Keep payment evidence with that request, then record the seller’s confirmation and the resulting credit application separately. Do not infer an application time or instant-delivery promise from the published package price.
| State | Evidence to retain |
|---|---|
| Requested | Target account and selected package |
| Payment under review | Relevant transaction reference |
| Seller confirmed payment | Seller acknowledgment |
| Credits applied | Provider-confirmed quantity or account result |
Avoid a duplicate while investigating
Check whether another staff member already followed up or submitted the same request. Add the new information to the existing case. If you cannot tell whether an action completed, ask the provider before retrying a paid operation. A second payment creates another transaction to reconcile and may not explain the first.
Close with a stated result
Record the confirmed credit quantity and final balance if available. If the outcome differs from the request, preserve the provider’s explanation. Any reversal, correction, refund or delivery timing must come from the responsible seller’s actual terms or confirmation; this guide does not establish those policies. Keep the case pending until the material uncertainty is answered.
Questions about this guide
Should I promise a customer an activation time from the recharge screenshot?
No. A screenshot of a request or payment does not establish when credits will be available or when a customer account action will complete. Communicate the confirmed state and the next step without inventing a deadline.