Purchase recovery
Choose a project
Open Payment system -> Purchase recovery and choose a project. This section covers directly paid purchases with a recorded refund or lost payment dispute. Refunded balance top-ups are handled separately: they may create debt, but do not remove rewards from other purchases.
Case list
The list shows the purchase number, game server, status, review reason, original payment, returned or disputed amount, and update time. Choose Game server, Status and Rows per page, then apply the filter. Reset restores the project list. Next opens the next group of records. Open a purchase number to see its details.
Reward settings
Open Settings, choose a mode and click Save.
- Recall rewards when possible: stop undelivered rewards and recall untouched rewards when this is possible. Used, transferred or uncertain rewards require review.
- Review every case: pause delivery and transfer of affected rewards until a staff member decides what to do.
Changes apply to new cases. Partial refunds always require review, regardless of the selected mode.
Review a purchase
In Purchase details, compare the purchase price with the original payment: their currencies may differ. Purchase rewards shows the contents, quantities, recipient, delivery state and recovery result.
Select an available action, enter a Decision explanation, then click Record decision. The explanation supports emphasis, lists and links. An empty explanation is rejected; the maximum length, including formatting, is 2,000 characters.
- Check again: retry after correcting the problem. Rewards may be recalled or delivery stopped.
- Leave rewards with the player: keep issued rewards and remove this case's restrictions. An unstarted delivery can continue after restrictions are removed; an uncertain delivery is not restarted.
- Confirm manual resolution: record actions already completed manually. This button does not itself return money, recall rewards or remove existing restrictions.
Available actions depend on the purchase state and the staff member's permissions.
Partial refunds
Review the returned amount and the reward contents before deciding what to do. Check again is unavailable for a partial refund: no portion of the reward is selected automatically for recall.
Processing
Processing means that the affected rewards are still being checked. Use the refresh button on the detail page to see the result. Do not record a manual resolution solely to dismiss pending processing.
Rewards recovered
This final state means the rewards were recalled or their delivery was stopped. Check each reward row: Recalled and Delivery stopped describe different outcomes.
Removing restrictions
After Leave rewards with the player, the case may first show Removing restrictions. The decision is recorded, but removal has not finished. Refresh the page later.
Rewards kept
When removal finishes, the case becomes Rewards kept. The reward table marks the removal of this case's transfer restriction.
Manual resolution
Resolved manually means a staff member recorded the outcome of actions taken manually. Check the reward table and explanation for any restrictions that remain.
Decision history
Open Decision history to see the date, staff member, action, state when accepted, explanation and amount. The state here preserves the context of that decision: a Removing restrictions entry can precede the current Rewards kept state.
Before the first decision
When no staff decisions exist, the history says so. Look at the purchase details for the outcome of automatic processing.
Permissions and messages
Players can view purchase status, reward restrictions and review outcomes in My purchases.
Purchase recovery permissions separately control viewing cases and history, changing settings, and resolving cases. Viewing permission alone does not allow changes to settings or rewards.
If the page says the case has changed, refresh and review the purchase before making another decision. If a case is not found, return to the list. If the section is temporarily unavailable, try again later.