Issues With Account Balance Process

Merchants & members can contact us with concerns about the balance of their account being incorrect. This can be down to credit not applying to an account or top-ups not being correctly processed. What we’ll need is to confirm the account in question, either with the Voucher / Account ID or the email address for their account.

We’ll also need to understand why this is incorrect (e.g missing £10 from their balance) and the details of the transaction (time, date, last 4 digits of card used). We can then investigate to see if the appropriate transaction occurred to put the balance in line. If we cannot see this in reports then, if the customer can provide proof of payment, then we should educate about how the balance can be amended. If the merchant is unsuccessful then we can process the change on their behalf and issue email follow up