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Approve or reject a transaction

Decide on pending deposits, withdrawals, credits, and debits — approve them, reject them with a reason the customer will see, or cancel one that was already approved.

Prerequisites

  • You are signed in to the Backoffice with a role that grants the permission to approve or reject monetary transactions.
  • You are not viewing as another user. Approve, reject, and cancel are disabled while impersonating.

Only a Pending transaction can be approved or rejected. You act from the transaction's detail page — open it with the View button on the monetary transactions page, which reaches every account in the workspace.

Approve a transaction

  1. Open the transaction's detail page.
  2. Click Approve.
  1. A confirmation appears when the transaction is approved.

Approve is idempotent: if the transaction was already approved, you get an informational message saying so rather than an error.

Reject a transaction with a reason

Rejecting a transaction requires a reason. The reason and your name are stored with the transaction and shown to the customer in the Client Zone, so write something the customer can understand.

  1. On the transaction's detail page, click Reject. A required reason field appears.
  1. Type the reason. The confirm button stays disabled until you enter one.
  2. Confirm to reject the transaction, or back out without rejecting.

A rejected transaction is terminal — it cannot later be approved. The stored reason and the rejecting operator then appear on the transaction's detail.

Note

Reject only works on a Pending transaction. A transaction that is already approved or settled is cancelled instead — see below.

Cancel an approved or settled transaction

Once a transaction is past pending, the reversal verb is Cancel. On the detail page of an approved or settled transaction, click Cancel and enter the required reason.

  • Cancelling an approved (not yet settled) transaction simply withdraws it.
  • Cancelling a settled transaction reverses money: it posts a reversing balance action, and is refused if the trading account's balance cannot fund it. Cancelling a settled transaction requires an additional permission.

A cancelled transaction is terminal — it cannot later be approved.

One leg of an internal transfer cannot be cancelled

A transfer between a customer's own accounts — for example between a trading account and a prediction wallet — is recorded as a matching pair of entries, one on each side. Cancelling either of them is refused — the message says so and points to the transfer's other side — because cancelling half a transfer would leave the two sides disagreeing about the same money. Reverse a transfer by making the opposite transfer instead.

Cancellation by the customer

The customer can also withdraw their own request: a withdrawal they started can be cancelled from the Client Zone while it is still pending. A transaction the customer cancelled cannot be approved; if you try, a message explains that the customer cancelled it.

Send a transaction confirmation email

From the actions menu on the customer's account card, choose Send email to send the customer a confirmation email about one or more of their transactions.

  1. In the dialog, select the transactions to attach.
  2. Pick a Template and a Channel. Only channels configured for email appear.
  3. Confirm the recipient shown under To, then click Send.

Note

Sending is blocked when the account has no contact email — the dialog says so and the Send button stays disabled. Add a contact email to the account first. Email templates and channels are set up in your firm's brand configuration.

Transactions started by the customer

Deposits and withdrawals the customer started in the Client Zone through your payment provider arrive as pending transactions and are approved or rejected exactly the same way. Their detail page shows read-only payment information — the payment provider used, the provider's reference, and card or crypto details where available — but operators never start these movements from the Backoffice; the customer starts them and you review the result here.