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Creating Tickets with Tonder's Support

Yuyo avatar
Written by Yuyo
Updated over 2 weeks ago

How to Get Faster, Accurate Assistance

When contacting Tonder Support, the quality of the information you provide directly impacts how fast and accurately your request can be resolved.

Most delays in ticket resolution are caused by missing data or misaligned transaction references, especially when the request involves transaction status verification.

This guide explains how to create an effective support ticket and what must be aligned before starting operations.


Pre-Operations Requirement: Speaking the Same Transaction ID Language

Before going live and starting operations, it is mandatory that Tonder and the merchant agree on how transactions will be referenced.

This means aligning on one primary identifier that both teams will use when:

  • Verifying transaction statuses

  • Reporting issues

  • Creating support tickets

  • Reconciling operations

Accepted Transaction Identification Models

Transactions can be referenced using one of the following, as long as it is defined upfront:

  1. Tonder Transaction ID

    • The unique identifier generated by Tonder

    • Recommended for fastest internal tracing

  2. Merchant Metadata / External Reference

    • Merchant-generated ID sent as metadata in the transaction

    • Must be unique and consistently populated

⚠️ Mixing identifiers (sometimes using Tonder IDs, sometimes internal references) creates delays and operational risk.

Once operations start, both teams must consistently use the agreed identifier in all communications.


Why This Alignment Is Critical

Tonder processes transactions across multiple systems:

  • Banking rails

  • Risk & fraud engines

  • Internal ledgers

Without a shared transaction ID language:

  • The same transaction may appear under different references

  • Investigations take longer

  • Status verifications require manual cross-checking

  • Support resolution times increase

Clear ID alignment ensures fast, deterministic tracing.


Required Information for Status Verification

For any ticket related to deposit or withdrawal status, the following information is required:

1. Transaction Identifier

  • Either:

    • Tonder Transaction ID (if agreed as primary)

    • Merchant Metadata ID (if agreed as primary)

2. Amount

  • Exact transaction amount (including cents)

  • Used to validate the correct operation

3. User Email

  • Email associated with the end user or player

  • Enables cross-verification across systems

Tickets missing any of these fields may require follow-up and experience delays.


Most Common Use Case: Transaction Status Verification

For requests such as:

  • “Is this deposit completed?”

  • “Why is this withdrawal still pending?”

  • “Was this transaction successful or declined?”

Providing the correct transaction identifier + amount + email allows Tonder Support to:

  • Locate the transaction immediately

  • Confirm its current and final status

  • Identify provider or banking delays

  • Respond with a clear, definitive answer


How to Submit a Support Ticket

To ensure fast resolution, include:

  • Subject: Clear and specific
    (e.g., Deposit Status, Withdrawals Status)

  • Description: Brief explanation of the issue

  • Required Data:

    • Agreed transaction identifier

    • Amount

    • User email


Best Practices

  • Define transaction ID standards before go-live

  • Use one identifier consistently

  • Avoid screenshots without written IDs

  • One ticket per issue

  • Double-check amounts and email spelling


Final Note

Operational efficiency starts before the first transaction.

Aligning on a shared transaction ID language—and always including Transaction ID, Amount, and Email—ensures faster support, fewer escalations, and clean operations from day one.

If in doubt, include all available identifiers in the ticket.

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