SOP for E2 PKR

Shane Kim
Jul 28
5 min read

Updated: Aug 31

PG/Wallet Availability - please monitor for unplanned maintenance

Simpaisa "SPS"	24/7 available (Easypaisa "EP"), Jazzcash "JC")	Min. DP Amount 300 PKR; Min. WD Amount 500 PKR
Marspay	24/7 available (Easypaisa "EP")	Min. DP Amount 300 PKR; Min. WD Amount 500 PKR

Update CS regarding Channel/Wallet Availability (start/every time there is maintenance/end of shift)

Format when informing CS about Deposit and WD Channels/Wallets available

Hi team, Please be informed of the available wallets for deposit and withdrawal. Thanks!

Deposit

Jazzcash

Simpaisa - ✅

Easypaisa

MarsPay - ✅

Simpaisa - ✅

Withdrawal

Easypaisa ❌

Jazzcash✅

Thank you!

When no available PG for WD

Hi Team,

Please be informed that all withdrawal services are currently unavailable due to ongoing maintenance. ❌

We sincerely apologize for the inconvenience and appreciate your understanding. We’ll notify you immediately once services are back to normal.

Thank you for your patience.

Web Test (Hourly)

PKR Web Test Format

✅Done testing all E28 PKR PG deposit from our website

Jazzcash

Simpaisa - No issue found✅

Easypaisa

Simpaisa - No issue found✅

MarsPay - No issue found✅

PG LIMIT

Marspay have deposit limit - they will usually inform us when it's not available and, sometimes when the balance is high above 100k they will also inactive the deposit to push the withdrawal.

Things to remember when handling CS/Risk Inquiries

-acknowledge CS inquiry within 2 minutes; follow up with PG if no response after 5 mins-follow up pending WDs to risk if not yet verified after 8 mins

-understand the CS Inquiry, it's highly advisable to use your own words while still following the SOP (do not just copy and, paste the CS and, PG responses)

-verify successful deposit transaction in PG backend, including the amount before doing check-order or resubmission.

SOP for PKR CS Deposit Inquiry

Once the inquiry is received, take the DP ID and, determine which PG the player deposited

After determining which PG the player requested his deposited, forward the following details to the corresponding PG GC:

1.Receipt 2.PG ID -without prefix "D" 3.Reference no.

Wait for PG response before doing Check-order/Resubmission (for resubmitted order please record it in the Resubmit file)

Marspay replies using the PG Order No. - It is highly advisable to search this ID in the PG Backend to see which is corresponding melon ID to resubmit or check-order — Marspay replies using the PG Order No. - *It is highly advisable to search this ID in the PG Backend to see which is corresponding melon ID to resubmit or check-order*

Inform CS - follow format

Quote and, reply to the initial CS deposit inquiry, (Copy all the CS format and, input below the final status) e.g. Status: Approved to this transaction ID Dxxxxxxxx

What are the things we need to monitor in Simpaisa (SPS) email?

Downtime Notification (PAYOUT means WD/PAYIN means DP) - VND time is two hours ahead

Make sure to keep record of the PG/Wallet Maintenance in PG Report Sheet under EZ|E2 - PKR and BDT - Monitoring Sheet

SOA (for refundable)

Check every SOA if have any refundable > make sure to record in refund cases (SPS) monitoring sheet and, check its status in Melon BO and PG BO

There are refundable cases on August 24, 2025 (open the G-Sheet to see the details)

2. Resubmit the transaction ID of the player's that already followed up with CS, search txn in CS+PMT GC (Bonus are automatically applied, if not automatic > select, No Bonus)

3. If player not yet followed up, inform CS.

Hi team, Please be informed that we have received refunds for these transactions. Please inform the player so, we can credit their account. Thank you!

Username:

Txn ID:

Amount: Username:

Txn ID:

Amount:

4. If SPS said that the deposit is refundable and, the SOA hasn't arrived inform player:

Username:

Txn ID: I would like to inform you that this transaction is marked as paid on OP and failed on SP. it's refundable. The refund amount will be credited to our upcoming SOA (Statement of Account). We will inform you once we received the refund. Thank you for your patience in this matter.

Chargeback Case/s

1. Once received a chargeback case/s, check the status of each transactions.

2. If already approved in MELON, send screenshot for proof and, request to cancel the refund.

3. Make sure to record the chargeback cases in our Monitoring Sheet beside the refund cases(SPS)

PG REPORT - PKR

MARSPAY

MARS ENDING BALANCE

Finances > Balance Changes > Filter Creation Time: e.g. for August 2 ending balance > August 2-3 time 00:00-00:00 > Apply > Check Latest Balance After Change