SOP for Null/System Error Withdrawal (for ATLs)

A null withdrawal happens when a withdrawal sent to PG for processing encountered a system error and, has been stucked to manual processing. Step 1. Determine if the withdrawal succeeded to a PG. You may use the transaction ID to check in our P.G. B.O. Step 2. Once you determined to which PG the withdrawal succeeded, we need to reject the withdrawal and, create a new withdrawal to approve in our local bank. If we can't create due to turnover, we may create an adjustment. Make sure to report all NULL withdrawals in VND WD: Null/System Error GC. Note: It is important at this point to monitor the withdrawal and, inform your whole team not to process it since this is already approved in a certain PG. Step 3. Once you have created the withdrawal request. Inform the risk team to verify the withdrawal. Example format when informing Risk: Username- transaction ID Hi team, kindly verify. already successful in ASIAPAY under W605899202. Null withdrawal (system issue). Thanks Step 4. Once verified, process the withdrawal to any of our local bank in our B.O. and approved the transaction id. Make sure to input the following remark when approving. Example Remark: Done in Asiapay P05101788959334504996864 W441939079 null withdrawal/system error P05101788959334504996864 (ID in PG)