Process an order

An operator's flow from a new order to “Done”. Permissions needed: “View orders”, “Issue payment address”, “Change status”; for the payout — “Pay out”.

1. New order

A new order pops up as a card in the corner of the admin panel with a sound per your sound mode. The counter at Orders → Payment address needed shows how many are waiting. Click “Go to order”.

Stay online

Status is in the profile menu. Notifications and auto-assignment work for those online.

2. Check and issue the payment address

In the order card check:

• direction, amount, rate and payout amount;
• the client's payout details (wallet address or card);
• the client's trust level and flags (AML, KYC, matches).

If all is fine, enter the address or bank details for payment and save. The order moves to Awaiting payment, the client gets an email and a Telegram message, and their receipt shows the address, amount and QR code.

If something is wrong — “Cancel” with a comment (the client sees the reason).

next version For coins accepted via Heleket the address is issued automatically — go to step 3.

3. Wait for payment

The client pays and presses “I have paid” with a proof — the order goes to “Client paid” and you get a card in the corner.

Check the funds:

• coins — in your wallet or a block explorer: amount, network, address;
• rubles — in the bank: the amount and the sender's name, which must match the name in the order;
• the client's proof — in the order card.

Funds arrived — “Payment received” → Paid. In doubt — “To review” with a comment.

If the client doesn't pay in time, the order is cancelled automatically.

4. AML and KYC

Incoming coins are screened by the AML provider (if connected):

• low risk — continue;
• medium — the order is under review, decide from the card;
• high — the order is frozen, the owner decides.

Above the KYC threshold the client uploads a document and a selfie — approve or reject with a reason.

5. Approve the payout

In Paid — “Approve payout” → Payout. Check the client's details once more first.

6. Pay out

How to send the money — Make a payout. Finally — “Paid out” with the transaction hash or operation numbers. The order becomes Done, the client is notified and asked to rate the exchange.

If the client contacts support

A request from the order page is already linked to the order — the ticket shows its receipt. How to reply — Answer a ticket.