Overpayment or double payment refers to situations where a payment made exceeds the amount due.
Definition: An overpayment occurs when a payer sends more money than is required to settle an invoice or debt. Example: If an invoice is for 150,000 vnd and the payer sends 200,000 vnd, the extra 50,000 vnd is considered an overpayment. |
Definition: A double payment happens when the same amount is paid twice for the same invoice or service, either by mistake or due to an error in processing. Example: If a player receives two payments of 100,000 vnd for the same invoice due to an oversight, this results in a double payment. |
Overpayment/Doublepayment Procedure
If the overpayment occurred in the present moment or in the past:
A. If the member has a full balance in their main wallet:
Advise CS to reach an agreement with the player regarding the deduction.
Once the player agrees, deduct the full amount.
Format for Informing CS:
Username:
Hi Team,
We have suspended the account due to an overpayment/double payment from the following transaction IDs: [Insert Transaction IDs]. The player currently has funds in their account. Please inform the player that we need to deduct [Insert Amount to be Deducted]. Let me know if the player agrees.
Thank you!
B. If the member has no balance (half/lose all):
No need to suspend the account.
Inform the Risk Team to hold the withdrawal.
Deduct the amount during the next deposit or withdrawal. Format for Informing Risk: Username: Hi Team, Please hold the withdrawal of this player due to overpayment/doublepayment from [insert transaction id.] Thank you!
C. If a member withdrawal is currenlty on hold due to overpayment/doublepayment and, he is trying to withdraw the full overpaid amount:
Advise CS to reach an agreement with the player regarding the deduction.
Once the player agrees to the deduction, notify the Risk Department to reject the on hold withdrawal and, proceed to deduct the full amount. Format for Informing CS:
Username: Hi team, the player's withdrawal is currently on hold due to an overpayment/double payment from the following transaction IDs: [Insert Transaction IDs]. Please inform the player that we need to deduct [Insert Amount to be Deducted]. Let me know if the player agrees.
Thank you!
Responsibility of the staff who do mistakes over/double payout?
* staff who did mistakes such a over/double payout need to payback with deduction their salary,if as following below example : - member wd 5000 , and staff double payout 5000 . member not come anymore within 30 days , so staff who bear it and need to payback to company amounting vnd 5000 = 200 usd. - member wd 5000 , and staff double payout 5000 , member agreed adjustment 3000 vnd after that member not come anymore within 30 days , so staff need payback 2000 vnd = 80 usd.
Here as your reference : When staff who do mistakes on 25th march .then after 30days will be on 24th april. So during 25th march till 24th april not able to deduct from player next dep/wd .then need to payback. which mean no matter player deposit after 24th april, we would not deduct anymore from player , and treat player as normal. when staff who mistakes and ald paid mean close case. deductions in accordance with HR's agreement
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