Requests
Instructions for handling exchange requests
Last updated
Instructions for handling exchange requests
Last updated
On the "Exchange List" page, you can find applications organised into sections. For more details about working with the "Exchange List" page, refer to the instruction: List of exchanges
To open the application details, click on the block containing the required application.
The application details include the following information:
In the application details, the "IN system" field shows the logo and the name of the currency that the client sends to the exchange service for conversion.
The "Exchange Amount" field displays the amount of the currency the client is sending to the exchange service.
To change the amount, rate, or exchange commission, click "Edit" -> enter the updated parameters -> click "Save new amounts, rate, and fee."
After modifying the amount, rate, or commission, the actual exchange rate will be updated in the "At the rate" field, and the amount to be sent to the client will be shown in the "OUT System" field.
However, the profit for the application and the partner's commission will not be recalculated at this stage.
The "At the rate" field displays the current exchange rate for the application. If you have not manually changed the exchange rate, the field will show the current exchange rate for the application.
The "Wallet" field shows the address generated by the merchant for this application.
If the currency receipt is set to "By details," the current address for receiving the currency will not be shown in the application details. It can be found in the currency/direction settings under payment receipt.
This field shows the date and time the application was created. The time zone used is the one set on your device.
Unregistered User
If the application was created by an unregistered user, the following information will be displayed in this field:
Client's IP address
Lang - the website's localization chosen during the application creation
UserAgent - information about the client's operating system and browser. Hovering over UserAgent will show more details. To copy the information, click "Copy useragent."
If the application was created by a registered and authorized user, the following additional information will be shown:
Last name and first name
Email address (as provided during registration)
User ID
In the "Order" field, you can click on the URL to go to the application page.
You can leave a public comment that will be visible to the client on the application page. The comment will be displayed in real time, with no need to refresh the page.
To add a comment, click "Add Comment" -> enter the comment text -> click "".
To delete a comment, click the delete icon in the comment block.
In the application details, on the right side next to "OUT system," the logo and the name of the currency the exchange service must send to the client (the one being exchanged) are displayed.
In the "You need to send" field, the amount and type of currency you need to send to the client are displayed.
To copy the send amount, click the "" icon.
ВThe "Source rate" field shows the source of the exchange rate:
"Main rate" if the main exchange rate was used for the application
"Insurance rate" if the insurance exchange rate was used
"Unknown" if the exchange rate source is not defined. This status is usually for applications created before the update that added the rate source.
In the application details, the names of fields and the data entered by the user at the application creation step are displayed.
To copy the data from a field, click the "Copy" icon.
The "Your profit" field displays your net profit for the application.
The formula for calculating net profit on the application (field "your profit"):
In the currency you are sending to the client: the commission percentage from the amount sent to the client - the loss percentage from the amount sent to the client + the commission amount - the loss amount - the partner's commission (Partner profit).
In USD: The result from point 1 * Exchange rate to USD for the currency you are sending to the client.
If the application was created via a referral link or if the user who created the application is a referral, the application details in the "Partner" section will show:
Last name, first name, email, partner ID
The type and percentage of the partner’s referral rate
In the "Partner Profit" section, the partner's profit will be displayed. To manually change the partner's profit, click "Edit" -> enter the updated partner's commission amount (in USD) -> click "OK."
Changing the partner's commission amount will automatically recalculate the net profit.
If the data from the application matches records in the blacklist, a warning "B" will appear in the application details.
To review the matches, click the notification -> in the "Blacklist records" window, click "".
If no matches with blacklist records are found in the application details, the notification "No matches found in the blacklist" will be displayed.".
In the application details, click "" to claim the application.
To change the status, click "" -> choose an available status from the list. More information about each status can be found in the instructions: Request statuses
To allow another operator_2 to take over an application already assigned to operator_1,
operator_1 must click "Release" in the application details to unassign themselves from the application.
Then, operator_2 should click "Set me as manager" in the application details.
An operator can filter applications assigned to them by entering "/me" in the search field, which will display the applications assigned to the operator logged into that account.
Other operators can also view applications that are not assigned to them. However, they cannot change the application status unless they are assigned to it.
The "" section records changes in application statuses. Each status block shows:
Status name
Type of user who changed the status a) "Admin change status" if the status was changed by an administrator through the admin panel b) "User change status" if the status was changed by the client on the application page, such as by clicking "I paid" during the payment step c) "[Merchant $name$]" if the status was changed by an automatic payment acceptance module
Administrator ID who changed the status
IP address of the administrator/client who changed the status
Date and time of the status change
This feature allows internal comments that are visible only to operators in the admin panel within the application details.
To add an internal comment, click "Add Comment" -> enter the text -> click ""
Internal comments in a separate block above the status history block.
To delete a comment, click the "" icon in the comment block.
If documents were uploaded with the application, they will appear in the "Documents" section. For more information on interacting with documents in an application, refer to the instruction.
If your direction settings include a floating rate, you can change the exchange rate type in the application details, as well as view the exchange rate change chart. More details are available in the instruction:
After changing the status, the application may move to one of the sections in real time. More details are available in the instructions:
