Issue classification, evidence and support routes
First identify whether the issue concerns payment, deposits, card management, refunds or the account. Keep original orders and prompts before choosing the right route. Records alone do not establish responsibility; do not resubmit or send funds to strangers while the fund state is unclear.
Identify the object and its state
First identify whether the issue concerns payment, deposits, card management, refunds or the account. Keep original orders and prompts before choosing the right route. Records alone do not establish responsibility; do not resubmit or send funds to strangers while the fund state is unclear.
- Identify the affected object
- Identify the account, card, merchant order or blockchain transfer rather than only report missing money.
- Keep original evidence
- Provide order ID or TxID, time, amount and state; mask complete card numbers and sensitive details in screenshots.
- Track the same inquiry
- Reference the original inquiry when adding details instead of splitting context across duplicate tickets.
Deposits, card funding, merchant payments and refunds are different fund movements. Specify whether funds should reach the account, a card, an order or the receiving wallet.
Submission, processing, settlement and delivery are different states. Check original evidence before choosing a route instead of repeating an operation to refresh the result.
One fund movement can have account-allocation, card-credit, hold and settlement entries without four platform debits. Link references and amounts before determining the actual change.
Issue types and corresponding routes
Choose a route by the affected object. Describe the entire fund path in one inquiry if several stages are involved instead of splitting one issue across disconnected complaints.
| Issue | Check first | Route |
|---|---|---|
| Merchant decline | Order, prompt, funds, limits and authentication | Merchant order and card records; support if needed |
| Uncredited deposit | TxID, network, destination, amount and state | Sender, explorer and official support |
| Card management | Card, pending entries and operation state | Card freeze or closure workflow |
| Refund or account issue | Original request, fund location and restriction | Relevant refund route or original inquiry |
Routes provide actions or investigation, not instant handling for every case. Waiting conditions and outcomes follow current instructions and original-record checks.
For completed sending without credit, verify the TxID’s actual network, asset, destination and amount. Ask the sender about review without a TxID; issuing a card cannot resolve deposit state.
Basic payment investigation steps
Check whether an order exists and its state, amount, currency and time. Investigate delivery for paid but undelivered orders instead of paying again.
Review the correct card’s available funds, read-only limits, details and authentication instructions. Check outdated autofill and wrong-card selection.
Compare merchant prompts and card records. Retain original evidence with or without entries rather than assign responsibility immediately.
For settled but undelivered payments, include the merchant order and fulfillment state, not just card funds. Record refund approval, dispatch and wallet receipt separately and identify the pending stage.
Avoid repeat actions while investigating
Do not test-pay, issue cards or repeat refund requests before checking the original state. Another transfer to the same destination does not automatically repair an on-chain error; investigate the original TxID.
Do not pay strangers to unlock funds or share passwords, CVVs, one-time codes, keys or seed phrases. Verify communication routes through the official site.
Do not share login credentials for another person to appeal a restriction or move disputed funds through new accounts. Keep the restriction and submit genuine personal-use evidence through official routes.
Evidence for support and status tracking
Provide evidence that identifies the original operation instead of many unrelated screenshots. Describe the expected result, actual state and completed checks and mask unnecessary sensitive details.
| Inquiry | Evidence | Do not send |
|---|---|---|
| Deposit | TxID, asset, network, amount, full destination and time | Wallet keys or seed phrases |
| Payment | Merchant, order ID, time, prompt and card ending | Full card number, CVV or codes |
| Refund and account | Request ID, state, fund location and restriction | Passwords, codes or unrelated identity documents |
A first reply does not establish investigation, refund or on-chain receipt. Add evidence to the original inquiry and ask which stage is pending when others are involved; no uniform minutes-to-resolution promise applies.
A clear inquiry includes the object, reference, time, amount and currency, original prompt, expectation, actual state and checks completed. Unsupported guesses and repeat requests do not replace this evidence.
References and operation links: Stripe · Declines and decline codes (external source, for verification only, not an endorsement) · EMVCo · 3-D Secure (external source, for verification only, not an endorsement)
External materials explain general rules; they do not endorse Pikabao’s qualifications, rates or particular processing outcomes.
Check details and operation records
Check applicable policies, details and original records for this topic. Use official channels for questions instead of repeated submissions or test payments.