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:
Tonder Transaction ID
The unique identifier generated by Tonder
Recommended for fastest internal tracing
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.
