Sub-Merchant Staff Portalพอร์ทัลสำหรับพนักงานร้านค้าย่อย

Who this manual is for

This manual is for staff of a branch: a shop, agent or franchise that trades under a bigger business on P2P. In the portal your branch is called a sub-merchant, and the business above it is your parent merchant. This manual calls the parent head office, which is also the word the Settlement page uses.

You sign in to the same merchant portal as head office's staff, but your login is locked to your own branch. Everything you see, every total and every list, is your branch's and nothing else.

If you work at head office, you want the merchant manual instead.

Your branch login is fenced, on purpose

Read this first, before anything looks broken. A branch login is built to show one branch only. A banner at the top of every page reminds you:

You are viewing a single sub-merchant. Access is limited to its transactions, users, withdrawals, direct-deposit slip review, its own bank accounts, and its own settlement.

(The banner is shorter than the truth: you also have the dashboard, Money, Usage credit, Billing, Register a transfer and My staff.)

What you see. Your branch's deposits, withdrawals, customers, bank accounts, staff and money.

What you do not see, and why.

• Other branches. They are your business's siblings, but their customers and money are theirs.
• Head office's own pages: settings, webhooks, the API key, the team list, the list of branches, head office's bank accounts and payment gateways, gateway reconciliation and slip score alerts. They run the whole business, so only head office staff use them.
• Split deposits. A few deposits are paid in parts to several accounts. They carry no branch tag, so P2P cannot tell which branch they belong to, and only head office reviews them.
• Deposits your business's system created without your branch's code. Head office sees those; you do not.

What happens when you reach past the fence. There are four different answers, and each one means something specific:

What happens	What it means
You land on Transactions	The page belongs to head office. Branch logins never open it.
You land on Dashboard, with no message	The page is part of the branch portal, but your role cannot use it (a branch viewer opening Slip review or the payment page of a withdrawal).
A page says it cannot find the record, for example Reservation not found. It may belong to a different merchant.	The deposit or withdrawal belongs to another branch or to head office, not to you.
A button is greyed out with a sentence beside it, such as Head office pays this out. Nothing for you to do.	Someone else acts here, usually head office. The sentence says who.

None of these is a fault. They are the fence working. See A button is missing, or I keep getting sent back.

The one rule: you move the money, P2P never holds it

Every baht moves bank to bank. P2P keeps the record, checks slips, matches deposits to withdrawals and tells head office's system what happened. It never holds your customers' money and cannot see inside any bank.

What this means at the counter:

1. Recording a payment in P2P does not send money. You transfer in your banking app first, then record it in P2P.
2. Before you pay a withdrawal, close it to new deposits, and record the payment straight away. Otherwise a depositor can be matched to the same withdrawal while you are at your bank, and the customer is paid twice. See Pay a withdrawal.
3. The "owed" figures on Money and Settlement are for information. P2P does not move that money and cannot check it. See How money moves for a branch.

Which login do you have?

Your name and role are shown at the bottom of the menu. A branch login is one of two roles. There is no branch owner: every owner is at head office.

	Branch operator Branch operator	Branch viewer Branch viewer
Who usually has it	Cashiers, shift supervisors, the branch manager. New branch logins are operators unless someone chooses otherwise.	Staff who only need to look.
Withdrawals	Pay them (bank slip or no slip), close them to new deposits, close them at the filled amount, cancel them, release a deposit that is holding one.	See the list and each withdrawal's record. No buttons.
Deposits	Upload a slip for a customer, upload a late slip, release a stuck deposit, ask P2P to cancel one, register a transfer that arrived with no deposit.	See the deposit page and its checks.
Slip review	Approve, reject and re-check your branch's direct deposits, including over-payments.	Not available.
Customers	Look them up, see their full bank account number, mark conduct as reviewed, block and unblock them at your branch.	Look them up.
Your bank accounts	Add, edit, switch on and off, and record money that has left an account.	Not available.
Your branch's staff	Invite, change role, reset a password, suspend a viewer.	Not available.
Money, Usage credit, Billing	Read.	Read.
Settlement	Ask for a payout, confirm a payment arrived or dispute it, tell the pool owner you paid back or ask for a buy-in back.	Read. Action cells say Your branch account can look, not act. Ask an owner.

What no branch login can do, whatever its role: pay a withdrawal from a payment gateway, top up usage credit, record or undo a settlement payment, review or credit split deposits, add a settlement payout account, change the business's settings or deposit amounts, give your branch more withdraw allowance, or see another branch. Head office does those. See What only head office can do.

The pages you can reach

The menu shows only what your role can use.

Menu item	Branch operator	Branch viewer	Where it is explained
Dashboard	✓	✓	Check the dashboard
Transactions	✓	✓	Find a transaction
Withdrawals	✓	✓ (no buttons)	Pay a withdrawal
Slip review	✓	—	Work the slip review queue
Register a transfer	✓	—	Register a transfer
Users	✓	✓	Look after your customers
Money	✓	✓	The Money page
Usage credit	✓	✓	Usage credit and withdraw allowance
Billing	✓	✓	Billing
Settlement	✓	✓ (read only)	Settlement
My bank accounts	✓	—	Your bank accounts
My staff	✓	—	Your branch's staff

You also reach a few pages by clicking a row rather than from the menu: a transaction's detail, a deposit's page, a customer's page and balance, and a withdrawal's payment page.

What only head office can do

When a scenario in this manual says "hand it to head office", this is the list. Tell them which page to open, so they are not searching:

You need…	Head office opens
A split deposit reviewed (crediting one needs P2P)	Slip review → Split deposits
More usage credit, or more withdraw allowance for your branch	Sub-merchants → your branch → Credit
A branch operator suspended, or a login they cannot reach	Sub-merchants → your branch → Staff
A payment recorded to your branch, or a mistaken one undone	Settlement
A withdrawal paid from your branch's payment gateway	The withdrawal's payment page → Payment gateway
A deposit amount added or removed	Settings → Matching & routing → Order amounts
A deposit that went to head office's or another branch's account	Their own Transactions and Register a transfer
Anything P2P itself must decide (a cancellation request, a deposit stuck after a re-check, a disputed settlement payment)	They contact P2P platform support for you.

Sign in

Branch operator Branch viewer

You need your email address, your password and an authenticator app on your phone (for example Google Authenticator or 1Password).

1. Open the merchant portal address head office gave you. It is the same address head office uses.
2. Enter your Email and Password, then press Continue.
3. Open your authenticator app and type the 6-digit code into 6-digit code. Press Verify. The code changes every 30 seconds; if it is about to change, wait for the next one.

You land on your branch's Dashboard.

Your first sign-in

A branch operator or a head office owner invites you and gives you a temporary password. It expires, so use it soon.

1. Sign in with your email and the temporary password.
2. On Set up your account, choose a New password of at least 12 characters, with a letter and a number. Type it again in Confirm new password.
3. Scan the QR code with your authenticator app. If you cannot scan it, type in the secret shown under it.
4. Enter the 6-digit code from the app and press Finish setup.

If the page says Your temporary password has expired. Ask your administrator for a new invite., ask for a new invite.

Lost your phone, or forgot your password

There is no "forgot password" link. The code page mentions backup codes, but the portal does not issue any.

1. Ask a branch operator to open My staff → your row → Reset password. If there is no other branch operator, ask a head office owner (Sub-merchants → your branch → Staff → Reset credentials).
2. They pass you the new temporary password. Your old password and authenticator stop working, and you set a new password and authenticator at your next sign-in, as on your first sign-in.

If your phone was lost or stolen while you were signed in, tell a branch operator or head office at once. The reset stops anyone signing in again, but a session that is already open can keep working for a short while (up to an hour). Only a suspension cuts it off immediately, and a suspended login cannot be switched back on in the portal, so ask head office to decide.

How this manual is organised

The chapters follow what you are trying to do, not the order of the menu:

1. Start here — this page.
2. How money moves for a branch — read it once; the rest builds on it.
3. Your day — the routine, in order.
4. When something goes wrong — situations, symptom first, with what you can fix yourself and when to hand it to head office.
5. Your branch's money — Money, Usage credit, Billing and Settlement.
6. Your bank accounts and your team.
7. Glossary, then a reference of every captured screen.

Something is wrong right now

Find the sentence that sounds like your problem:

You are thinking…	Go to
"The customer says they paid, but I can't find it."	A customer says they paid, but you can't find the deposit
"They paid after the time ran out."	The customer paid after the payment window closed
"They paid an old account number and there is no deposit."	No deposit exists for this payment
"I'm about to pay a withdrawal — is it safe?"	Close the withdrawal to new deposits first
"Cancel says it has already started filling."	The withdrawal is held by a deposit
"A button is missing", "I keep being sent back"	A button is missing, or I keep getting sent back
"Our bank balance doesn't match P2P."	A bank account shows money held that has already left
"Head office owes us money."	Ask head office for a payout

The full list is at the top of When something goes wrong.

How to read the pages

• A word in a box, like Fulfill, is a button or label exactly as the portal shows it.
• The badges under each heading say which branch roles can do it: Branch operator Branch viewer.
• Don't boxes mark actions that can pay twice, lose a customer's money or credit the wrong person. Read them before you act.
• Branch staff boxes say what a branch viewer sees, and when to hand the job to head office.
• A link to the merchant manual opens head office's version of the same situation, for when you hand it over.
• The screenshots were taken in Thai. You can switch the portal's language at the bottom of the menu. If a reseller set up your business, your portal may show its logo and colours instead.

Who to contact

For…	Contact
Logins, roles, password resets, a lost authenticator, a security concern about a login	A branch operator at your branch. If none can help: a head office owner, who can suspend a login.
Anything outside your branch, or on the "only head office" list above	Head office.
Something only P2P can decide	Head office. They contact P2P platform support for you.

When you contact anyone about a payment, send:

1. the customer's merchant user ID or the merchant order ID (from head office's system),
2. the deposit or withdrawal ID from the portal (use the copy button next to it),
3. the amount and the time of the bank transfer,
4. a picture of the slip, cropped to the slip only.

The short version

• Your customers come to P2P through head office's system: its website, app or payment page, which tags each deposit and withdrawal with your branch. Staff do not start deposits or withdrawals in the portal. The one exception is Register a transfer, for money that arrived with no deposit.
• Money always moves bank to bank. P2P records it, checks it and matches it. It never holds it.
• A deposit goes one of three routes, and P2P picks the route, not the customer and not you.
• A withdrawal waits in your queue until deposits fill it, you pay it, or it is closed or cancelled.
• Who ends up holding your branch's money is shown on Settlement. Those figures are for information: nothing is blocked because of them.

Your branch inside head office's business

Your branch is one part of a bigger business. What is yours:

• Your customers. A customer is yours when head office's system registered them to your branch, or when they have made a deposit or withdrawal tagged to your branch.
• Their deposits and withdrawals, when head office's system tagged them with your branch.
• Your own bank accounts, if head office has set your branch up to take deposits into them. Otherwise your customers pay into head office's accounts, or straight to another customer.
• Your staff logins, which a branch operator can manage.
• Usage credit, which head office allocates to you, and a withdraw allowance, which can limit your withdrawals. Both are explained below.

What is not yours: head office's own accounts and settings, and every other branch.

A deposit: three routes

When your customer confirms a deposit amount, P2P decides where they should transfer. The dashboard counts settled deposits by the same three names:

Route	Where the customer's money goes	How it is confirmed
P2P match	Straight to the bank account of another customer who is withdrawing. That customer may be yours, another branch's, or (if your business allows it) another business's.	The customer uploads their slip; P2P checks it.
Bank transfer	One of your branch's own accounts, if you have active ones, otherwise one of head office's accounts.	The customer uploads their slip; P2P checks it.
Payment gateway	A payment gateway, by scanning a QR code.	The gateway confirms the payment. No slip is needed.

Head office's settings decide the order P2P tries these in. You cannot change it, and neither can the customer.

Amounts and time limits. Deposits and withdrawals use fixed amounts, from ฿100 to ฿50,000. Head office can offer fewer of them. A deposit also has a payment window, 5 minutes unless head office changed it. A deposit nobody confirms in time expires; if the customer then pays anyway, you can still recover it from the deposit page. See The customer paid after the payment window closed.

Slips and how they are checked

For the bank and match routes, the customer transfers in their banking app and then uploads a photo of the slip. A branch operator can upload it for them too.

1. Automatic check. P2P reads the QR code on the slip and checks it with a slip-verification service: the amount, the receiving account, and that the same slip has not been used before.
2. It passes. The deposit settles and the customer is credited. On the match route, the withdrawal it was matched to is filled at the same moment. Nobody has to act.
3. It does not pass. The customer can try again with a clearer slip. After three failed tries (the usual limit) their uploads lock, and the deposit waits for a person in Slip review.
4. A person decides. A branch operator (or head office) approves, rejects or re-checks it.

Amounts that don't match:

• The customer paid less than reserved: the deposit settles at the amount that arrived. See The customer paid less.
• The customer paid a little more (up to 5% over): it settles on its own.
• The customer paid more than 5% over: it waits in Slip review. The extra is never credited in P2P. See The customer paid more.

A withdrawal: three ways it gets paid

Head office's system asks for a withdrawal for your customer, and P2P puts it in your Withdrawals queue. It stays there until it is paid, closed or cancelled. It does not expire on its own. P2P itself never sends the money.

The dashboard's How withdrawals settled panel counts the three ways a withdrawal is paid:

Way	What happens	Your part
Matched, no fulfilment	Deposits from other customers are matched to it. Each depositor transfers straight to your withdrawing customer.	Nothing.
Staff fulfilment	You transfer from your own bank to the customer, then record it with the slip (or with a reason, if there is no slip).	Transfer, then record.
Payment gateway payout	Head office pays it from a gateway balance.	None: a branch login cannot use this. Ask head office.

A withdrawal can be paid by a mix of these.

Partial fills

A withdrawal is not always paid in one piece:

• Several deposits can fill it, if head office allows that.
• A deposit that paid less fills it only by what actually arrived.
• Your own transfer for the rest. The payment page shows Transfer this amount now: pay that figure, not the original request.

If the customer agrees to accept what has arrived so far, a branch operator can use Close at filled. The unfilled part is cancelled, it is refunded to the customer outside P2P (follow head office's refund procedure), and it cannot be undone. See The customer will accept what has been paid.

Matching beyond your branch, and the withdraw allowance

Head office decides, through matching pools, whose customers yours can be matched with. A branch in no pool matches only its own customers. A branch in a wider pool can be matched with other branches, and sometimes with other businesses.

When your customers' withdrawals are paid by deposits from outside your branch, your branch is using someone else's cash. That is what the withdraw allowance limits. You can see yours on Usage credit as Withdraw allowance (this sub-merchant). When it runs short, your withdrawals can be refused when they are created, or sit in the queue without matching. Only head office (or P2P) can add to it. See A withdrawal is refused or never matches.

Fees and usage credit

Every settled deposit and withdrawal counts as billable activity, whatever route it took. For a branch:

• The fee is worked out at head office's rate. Your branch never pays P2P: head office pays the platform and keeps your branch's fee back from what it settles to you. The Money page labels the fee card as head office's position for exactly this reason. Billing shows your branch's fee over time.
• Usage credit is a prepaid balance that your branch's activity draws down. Head office allocates it to you from its own balance; a branch cannot top up. It can go below zero and show Overdraft. Tell head office when it gets low. See Usage credit shows Overdraft.

Who is holding your branch's money

A settled deposit credits your customer in P2P at once. The cash, though, is wherever the customer sent it:

• Your branch's own account: your branch holds it. The account's figure on My bank accounts shows how much. See Money held and Settle this account.
• Head office's account: head office holds it and owes it to your branch. It shows on Settlement as Head office.
• A withdrawing customer of another branch or business: their customer was paid with your customer's money, so the pool owes your branch. It works the other way round too.
• An account run by P2P or a reseller, only if head office's business is set up that way: they hold it and owe it to your branch.

Settlement keeps this tally under Owed to you and You owe. A branch operator asks for the money with Request payout; the holder transfers it and records it; you then confirm with It arrived or dispute it. See Settlement.

Who to ask. Head office, for anything on Settlement or the withdraw allowance.

Work through the day in this order. Each task says which branch role can do it.

1. Check the dashboard — is anything waiting?
2. Read the flow analytics — is anything slowing down?
3. Find a transaction — answer a customer.
4. Open a deposit that has not settled — see where it is stuck.
5. Register a transfer that arrived with no deposit.
6. Pay a withdrawal — safely, once.
7. Close or cancel a withdrawal.
8. Work the slip review queue — decide the slips nobody could check automatically.
9. Look after your customers — conduct, blocks and bank details.

If something has gone wrong, go straight to When something goes wrong.

Check the dashboard

Branch operator Branch viewer

The Dashboard is your landing page after signing in. Everything on it is your branch's.

1. Read the cards at the top:
   • Pending withdrawals — click it to open your withdrawal queue.
   • Matched volume (MTD), Fees paid (MTD) and Transactions (MTD) — this month so far. Fees paid (MTD) is charged at head office's rate; your branch does not pay it to P2P (see Fees and usage credit).
   • Usage-credit balance — turns red, with Overdraft, when it is below zero. Tell head office.
2. Scroll down for the flow analytics (next task).

Read the flow analytics

Branch operator Branch viewer

The Deposit & withdrawal flow section shows how money has been moving through your branch. The figures are refreshed regularly, not to the second; the time they were taken is shown next to the dates.

1. Pick a period: Today, 7d, 30d, or your own dates.
2. Read the tiles: Deposits, Withdrawals, Stale (deposits and withdrawals that expired unfinished), Avg fulfilment and First-time.
3. Watch Settled under 30 min. When it drops, deposits and withdrawals are taking longer, often because they are waiting on someone at your counter.
4. The panels below show which amounts customers use, how withdrawals were paid (How withdrawals settled), how deposits arrived (Deposits by rail), Matched with another sub-merchant or merchant (your own count only) and Slip review workload.
5. Press Export CSV under Per-bucket flow & running total if you need the numbers in a spreadsheet.

Find a transaction

Branch operator Branch viewer

Transactions lists your branch's deposits, withdrawals and adjustments, newest first. Use it whenever a customer asks about a payment.

1. The list opens on Last 30 days. For older payments press All time.

2. In Search, enter one of these:

   • the start of the customer's merchant user ID (head office's ID for them),
   • the full P2P user ID,
   • the merchant order ID or the idempotency key head office's system sent (ask head office if the customer only has a receipt from its website or app).

   Any search also finds expired deposits, which are otherwise hidden. A deposit ID or transaction ID pasted here finds nothing.

3. Narrow it with Type.

4. Use the buttons on the row:

   • Open — opens the transaction, or for a deposit that has not settled, the deposit page.
   • Review — the slip is waiting in Slip review.
   • Fulfill — pay this withdrawal (branch operators).
   • Request cancellation — a branch operator can ask a P2P admin to cancel a stuck deposit. It works only on a Deposit verifying row; on a Deposit pending row the button shows but the request is refused. You give a reason of at least 10 characters; the admin decides, and you cannot take the request back.

Open a transaction

Branch operator Branch viewer

Transaction detail opens for a settled deposit, and for any withdrawal. Quote it when a customer questions a payment.

• The flow at the top (Deposit flow or Withdrawal flow) marks each step Done, In progress or Blocked. When something is blocked, Available actions offers the fix on the same page.
• The Depositor and Withdrawer blocks show who sent and who received the money. Receiver account comparison compares the account the customer was told to pay with the one on the slip.

Open a deposit that has not settled

Branch operator Branch viewer

A deposit that has not settled lives on its own page, Deposit reservation. Open it from Transactions → the deposit row → Open. A withdrawal's funding list and Slip review link to it too.

What you see:

• the amount, where the customer was told to pay, and when the payment window ends;
• the Deposit flow, with the stuck step marked and Available actions;
• Slip verification attempts: every slip uploaded and what the check said.

What a branch operator can do, depending on where the deposit is:

1. It needs a person. A banner reads This slip failed automatic verification and needs manual review. Press Review this slip.
2. The customer paid but cannot upload the slip. In Upload proof slip for the customer, press Upload slip and choose the file. It is sent as soon as you choose it. Safer: paste a screenshot with Ctrl+V (Cmd+V on a Mac) or drag it in, check the preview, and press Upload this slip.
3. The deposit expired, and the customer paid afterwards. Use Customer paid late? Upload the slip. See The customer paid after the payment window closed.
4. The customer said they paid, the window has closed and no slip will come. Press Release hold in the flow, if it is offered. See The customer can't start a new deposit.

Register a transfer that arrived with no deposit

Branch operator

Use Register a transfer when a customer paid one of your branch's own accounts but no deposit points at the money, usually because they paid an account number saved from an earlier deposit. You choose the customer and the account; P2P then checks the slip exactly as if the customer had uploaded it. There is no approve button: the check decides.

1. Open Register a transfer.
2. Customer: search by the customer's display name (the start is enough) or their full P2P user ID, and select them. A merchant user ID or email on its own does not find them. Only your branch's customers are found.
3. Account that received the money: pick the exact account the slip shows. Only your branch's own accounts are listed.
4. Amount on the slip: choose the amount. It must be one of the standard amounts.
5. Proof slip: choose the slip image (paste is not available on this page). Add a Note (optional) if it helps.
6. Press Register transfer. Transfer registered means the slip is being checked; the customer is credited automatically if it passes. Press View the deposit to follow it.

If P2P refuses, read the message: each one says what to do instead. The one to be careful with is This customer already has a deposit in progress. Upload the slip onto that deposit instead of creating a second one. — see No deposit exists for this payment before you follow it.

Pay a withdrawal

Branch operator

Open Withdrawals. It has three tabs: Pending (still needs money), Decided (who decided what, and when) and Closed early (closed before they were fully paid). Each pending row offers Fulfill, Close at filled (only when part is already paid) and Cancel (only while nothing has been paid).

To pay one:

1. On the Pending tab, press Fulfill on the row.
2. Read the top of the page: Requested, Already filled, and Transfer this amount now — the amount to pay — then the customer's Bank, Account holder and Account number. Opening this page records that you saw the account number.
3. Check Funding deposits: deposits already matched to this withdrawal.
4. Press Close to new deposits. If the button already reads Reopen to matching and you did not close it yourself, stop: a colleague may be paying it right now (see Two of us opened the same withdrawal). Otherwise wait for the 30-second countdown. When the panel turns green and reads Closed to new deposits — safe to pay, it is safe to transfer. If a Still settling list appears, do not transfer yet; see The withdrawal is held by a deposit.
5. In your banking app, transfer exactly the Transfer this amount now amount to that account. Do it within 15 minutes; after that the withdrawal reopens to new deposits on its own, so check the panel again before you record.
6. Back in P2P, under How was this paid? choose Bank slip. Press Click to upload transfer slip and choose your slip.
7. In Amount to fulfill (THB), type what you actually sent. Press Submit fulfillment.
8. If P2P says The amount you can transfer changed, a deposit took part of the withdrawal while the page was open. Confirm only if the new figure is what you transferred; otherwise type the amount you really sent.

No slip? Choose No slip and fill in Bypass reason: why there is no slip, not a bank reference. The reason is recorded with your name.

Payment gateway? A branch login always sees No payment gateway is available for this withdrawal. Pay by slip, or ask head office: if your branch has its own payment gateway, a head office owner or operator can pay it from there.

Decided not to pay after all? Press Reopen to matching so deposits can fill it again. While a withdrawal is closed to new deposits, Cancel and Close at filled are refused. See I closed it, then decided not to pay.

Who to ask. If a customer says they never received a withdrawal you paid, see A customer says they never received it.

Close or cancel a withdrawal

Branch operator

• Cancel — only while nothing has been paid. It returns the held balance to the customer. It cannot be undone.
• Close at filled — when part has been paid and the customer agrees to accept that. Read Close withdrawal at the filled amount? and press Close at filled amount. The unfilled part is refunded outside P2P. It cannot be undone. See The customer will accept what has been paid.

Both are refused while a deposit is still settling against the withdrawal, or while it is closed to new deposits. The message about "filling" or an "in-flight deposit" covers both cases; see Cancel says it has already started filling.

The Closed early tab lists what was closed early, with Unfilled and either You refund off-platform or Returned to user balance. Go by this tab, not by the confirm dialog, to know whether a refund is due.

Work the slip review queue

Branch operator

Slip review holds your branch's slips that could not be checked automatically. Work it oldest first, so genuine customers are not left waiting.

• Use Find a slip to jump to one customer or deposit.
• You work Direct deposits. Under Split deposits you see a notice instead of a list: head office reviews those.
• Decided slips stay listed under Decided — direct deposits.

For each row:

1. Press Details and read Why this slip needs review. Compare the slip with the amount and the destination account.
2. Decide:
   • Genuine, right amount, right account: press Approve & credit, tick I verified the slip shows the reserved amount was paid to the correct destination, and press Approve & credit. The customer is credited the reserved amount.
   • The QR could not be read, or the check failed to run: press Re-scan QR & verify. Re-scan the image, add a clearer photo, or paste the QR value, then press Re-verify. This runs the real check again; it never credits anyone by itself.
   • Not genuine, or not paid to the right account: press Reject, choose a Reason (it is recorded against the customer), and press Reject. P2P then asks Also block this customer? Choose Not now unless this customer should be refused from now on (Stop a customer).
3. An over-payment row shows Approve (as Over) and Approve (as Reserve). Both credit the reserved amount; the extra is never credited in P2P. See The customer paid more.

Who to ask. A slip that stays in review after a re-check: head office, who takes it to P2P support. See A slip has been verifying for a long time.

Look after your customers

Branch operator Branch viewer

Users lists your branch's customers. It has two tabs: Directory and Conduct queue.

1. In Search users, type the start of the customer's display name, or their full P2P user ID, then press View detail on the row. The box suggests email and merchant user ID, but on this release neither finds the customer on its own. If you only have the merchant user ID, search Transactions with it instead: that search does match it.
2. The customer's page shows their wallets, Recent withdrawals, Deposit conduct and Withdrawal experience. Use it to confirm who a payment belongs to before you act.
3. Bank details (branch operators): under Bank accounts, press Reveal to see a full account number. Every reveal is recorded against your login; use it only when you need it.
4. Conduct (branch operators): the Conduct queue tab lists customers whose deposit behaviour is worth a look. The tab itself says: A signal to look, not a decision. Nothing is refused, delayed or repriced because of a band — acting on a customer is a separate step with its own recorded reason. Open the customer, read the events, and press Mark as reviewed. This clears your branch's queue only.
5. Block (branch operators): see Stop a customer.

Before you finish

• No withdrawal is left closed to new deposits that you did not pay. Reopen it, or pay and record it.
• Every transfer you made today is recorded in P2P.
• The Pending tab and Slip review hold nothing you started and left half done. If you must leave something, tell the next person which one and why.

Each entry starts with what you see on screen, explains why in plain words, and then gives the steps your branch can take. Read the "Don't" box before you press anything. Some buttons cannot be undone, and a few can credit one transfer twice. Every entry ends with who to ask, and links to head office's version of the same situation in the merchant manual, so you can send them straight to it.

Find your situation

If you see…	Go to
The customer says they paid, and you can't find the deposit	You can't find the deposit
A page says Reservation not found. It may belong to a different merchant.	You can't find the deposit
A deposit reads "EXPIRED", but the customer paid after the time ran out	Paid after the window closed
Money arrived in your branch's account, but no deposit points at it	No deposit exists for this payment
The customer can't get back to the checkout, or their uploads are locked	The customer can't upload the slip
Approve (as Over) and Approve (as Reserve) on a slip	The customer paid more
The customer's credit is short; the deposit shows Under-paid	The customer paid less
This slip image already settled another deposit - approving would credit one transfer twice. Resolve the other settlement first.	The slip was already used
The slip QR couldn't be read — re-run verification.	The QR code couldn't be read
Deposit verifying for a long time	A slip has been "verifying" for a long time
The slip shows the money went to a different account	The money went to a different account
One customer keeps sending fake or reused slips	Fake or reused slips
A payment-gateway (QR) deposit that never settles	A gateway deposit is stuck
The checkout says You already have a deposit in progress	The customer can't start a new deposit
A Stranded tag, or Stranded — alleged transfer, never credited	A deposit is marked "Stranded"
The customer wants an amount you don't offer, or sent an odd amount	An amount you don't offer
Slip review shows a notice where Split deposits should be	Split deposits
The customer asks why they were told to pay a private person	A stranger's personal account
The matched withdrawal is no longer available — release or refund this deposit instead	Approving fails: the withdrawal is no longer available
A genuine deposit was rejected	Rejected by mistake
You are about to pay a withdrawal by hand	Close it before you pay
The payment page already shows Reopen to matching, but you never closed it	Someone else closed it
You closed a withdrawal, then Cancel or Close at filled is refused	Your own close is blocking it
This withdrawal has already started filling — use "Close at filled" instead of cancelling.	A deposit is holding the withdrawal
The customer will accept part of the money	Close at the amount already paid
The amount you can transfer changed, a wrong amount recorded, or the wrong account paid	You recorded or paid the wrong thing
A customer says they never received their withdrawal	Never received
Alleged transfer on the funding list	Possibly paid twice
No payment gateway is available for this withdrawal.	Paying from a gateway
A withdrawal is refused when it is created, or never matches	Withdraw allowance
"Forbidden" under View sender slip on a funding row	A split-deposit slip won't open
You want to stop a customer, or one is in the conduct queue	Stop a customer
A button is missing, or you keep being sent to the Dashboard or Transactions	A button is missing
A colleague has left	Cut off a leaver's login
Your customers now pay head office's account, not yours	Your accounts are switched off
Usage credit shows Overdraft	Usage credit overdraft
You can't tell what to do on Settlement	The Settlement page
A settlement payment to your branch is wrong or never arrived	A settlement payment is wrong
An account's money held is higher than your bank balance	Money held that has already left

Before you start: is it yours to fix?

• "Not found" means not yours. A deposit or withdrawal that belongs to another branch or to head office opens as Reservation not found. It may belong to a different merchant. or Transaction not found. It may belong to a different merchant. Nothing is broken; hand it to head office.
• Split deposits are never yours. They carry no branch tag. Head office reviews them.
• A branch viewer reads, a branch operator acts. If you are a viewer, find the situation here, then hand it to a branch operator.
• The deposit page (Deposit reservation) is where most deposit problems are fixed. Its status is one word at the top: "ACTIVE" (the customer has not said they paid), "CONFIRMED" (they said they paid; a credited deposit also reads this), "EXPIRED" (the window closed before they said they paid) or "RELEASED" (closed by a reject, a cancellation or a release). The Deposit flow shows where it is stuck and, under Available actions, what you can do. Settled marked Done means the customer was credited.

Deposits

A customer says they paid, but you can't find the deposit

Branch operator Branch viewer

What you see. The customer insists they deposited. Transactions shows nothing for them, a pasted ID found nothing, or a link opens Reservation not found. It may belong to a different merchant.

Why it happens. Three things hide a deposit from a branch. The list hides finished deposits that left no trace, such as abandoned checkouts; they appear only while you search, labelled Expired — no payment record. The search looks at four things only: the merchant user ID (the start is enough), and the full P2P user ID, merchant order ID or idempotency key; never a deposit or transaction ID. And you see only deposits tagged to your branch: a deposit head office's system created without your branch's code, a split deposit, or another branch's deposit is not yours to see.

What to do

1. In Transactions, type the merchant order ID into Search (head office's system has it; the customer's receipt may too). No order ID? Use the idempotency key or the customer's merchant user ID.
2. Set Type to All types and the date to All time.
3. Press Open on the deposit's row, read the status, the flow and Slip verification attempts, then go to the matching entry below.
4. If you only have the deposit's ID, put it at the end of the address /merchant/reservations/ in your browser.
5. Still nothing? Check Users: is the person your branch's customer at all?

Who to ask. Head office. Their steps: merchant manual.

The customer paid after the payment window closed, and the deposit shows as expired

Branch operator

What you see. The deposit reads "EXPIRED". The customer has a slip and says they transferred after the time ran out. The deposit page shows Customer paid late? Upload the slip.

Why it happens. A deposit holds its account for a short payment window (5 to 30 minutes; head office sets it). If the customer has not said they paid by then, it expires and cannot be reopened. Uploading a late slip creates a new deposit copied from the expired one and parks it for review. Nothing checks a late slip until you ask for it. If the customer had said they paid before the window closed, the deposit reads "CONFIRMED" instead and takes a slip the normal way.

What to do

1. Find the deposit and open it (You can't find the deposit).
2. "CONFIRMED"? This is not a late slip. Upload it in Upload proof slip for the customer instead (The customer can't upload the slip).
3. "EXPIRED": make sure you have the right image. Paste it (Ctrl+V, or Cmd+V on a Mac) or drag it onto the panel, check the preview, and press Upload this slip. Pressing Upload late slip and choosing a file sends it at once, with no preview.
4. At Slip received, press Open the new deposit for review.
5. Run the check: Slip review → the new row → Re-scan QR & verify → Re-verify. Verified & settled means you are done.
6. Only if the check cannot read the slip, and you have seen it shows the reserved amount paid to the deposit's account: Approve & credit, tick I verified the slip shows the reserved amount was paid to the correct destination, confirm.
7. If you see The matched withdrawal has already been fulfilled and can't absorb this late payment. Reconcile off-platform., stop and hand it to head office.

Who to ask. Head office, when the matched withdrawal has already been paid out, or the deposit reads "RELEASED". A released deposit cannot be recovered in the portal. Their steps: merchant manual.

The customer paid an account saved from an earlier deposit, and no deposit exists for this payment

Branch operator

What you see. Money arrived in one of your branch's accounts. The customer has a slip, but no deposit points at it: they paid an account number saved from an earlier deposit.

Why it happens. Every deposit gets its own account to pay, so paying an old one leaves a transfer with no deposit. Register a transfer attaches it: you choose the customer and the account, and the normal slip check decides. There is no approve button. If the saved account belonged to a private person (the withdrawer on an earlier P2P deposit), the money went to that person, never reached your business, and cannot be registered.

What to do

1. Fill in and send the form as in Register a transfer.
2. If you are told This customer has an expired deposit to the same account. Use the late-slip upload on that deposit instead, so the two records stay linked., find that expired deposit first and check that its amount matches the slip and that it expired shortly before the transfer. Only then follow Paid after the window closed. If it does not match, ask head office.
3. If you are told This customer already has a deposit in progress. Upload the slip onto that deposit instead of creating a second one., do not follow that advice unless the slip's receiver is exactly the account on that open deposit. It almost never is. Close the open deposit first: the customer can cancel it if they never paid it, it expires by itself, or, if confirmed, it stops blocking about 60 minutes after its window, or you release it (The customer can't start a new deposit). Then register the transfer.
4. Any other refusal (a private person's account, a gateway account, a retired or unverified account, an odd amount) cannot be registered at all. Read the message and hand it to head office.

Who to ask. Head office. Their steps: merchant manual.

The customer paid but can't upload the slip, or is told uploads are locked

Branch operator

What you see. The customer closed the checkout and can't get back, their upload was refused, or they were told their uploads are locked after repeated mismatches.

Why it happens. After three wrong slips (by default) the customer's own uploads lock and the deposit goes to Slip review. You can upload for them through the same check. Your uploads ignore the customer's lock but are refused while a review is open, which a locked deposit always has. A deposit accepts at most 20 slips, and a rejected one accepts none.

What to do

1. Open the deposit (You can't find the deposit).
2. If it reads "ACTIVE", read the yellow warning first: uploading marks it as paid for the customer, and they can no longer cancel it.
3. In Upload proof slip for the customer, paste or drag the slip in, check the preview, and press Upload this slip (or Upload slip, which sends a file at once). JPEG, PNG and WEBP work; export an iPhone HEIC photo as JPEG first.
4. This deposit is already in review. Approve, reject or re-verify it there — another upload can't be verified while a review is open.? Decide it in Slip review.
5. Watch Slip verification attempts for the result.

Who to ask. Head office, if the upload is accepted but nothing moves (Verifying for a long time), or the deposit was rejected and the customer proves they paid (Rejected by mistake). Their steps: merchant manual.

The customer transferred MORE than the amount they reserved

Branch operator

What you see. The slip waits in Direct deposits with Approve (as Over), Approve (as Reserve) and Reject. The deposit page says The slip amount exceeds the reserved cap — credit the full amount paid, or credit only the reserved amount.

Why it happens. Up to 5% over is accepted automatically; more than that waits for you. Both approve buttons settle the deposit and credit the customer the reserved amount only. They differ only in what they record. The note on the deposit page suggests one choice credits the full amount; neither does. The extra money is with whoever received it: your branch's account, or, for a P2P deposit, the withdrawer.

What to do

1. Slip review → the row → Details. Compare Expected amount with Slip amount.
2. Press Approve (as Reserve), or Approve (as Over) if head office's policy accepts over-payments.
3. Check the figures and the receiver account. Tick I have verified the slip's receiver account matches the assigned destination account. (and, for Approve (as Over), I understand the fraud risk and confirm our system will credit only the matched amount and reconcile the excess.). Press Confirm.
4. Settle the extra with the customer outside P2P, the way head office tells you to.

Who to ask. Head office, if the extra has to be recovered from the withdrawer on a P2P deposit. Their steps: merchant manual.

The customer transferred LESS than the amount they reserved

Branch operator Branch viewer

What you see. The customer says their credit is short. The deposit settled on its own, the flow shows Under-paid, and the Parsed amount is below the deposit's Amount.

Why it happens. An under-payment is not stopped. The deposit settles at what actually arrived, and the customer is credited that. The shortfall is added to their Deposit conduct.

What to do

1. Open the deposit and compare Amount with Parsed amount.
2. Tell the customer they were credited exactly what they sent. For the rest, they make a new deposit for a standard amount.
3. If it keeps happening, look at the customer's Deposit conduct on Users.

Who to ask. Nobody, normally. Head office, if the amount read from the slip looks wrong. Their steps: merchant manual.

The slip was already used, or the same transfer was sent twice

Branch operator

What you see. The deposit page says This slip image already settled another deposit - approving would credit one transfer twice. Resolve the other settlement first. (the same picture). Or Provider code reads DUPLICATE_TRAN_REF (a re-cropped copy of a used transfer), and a yellow banner links to Slip review, which only says This slip was decided automatically and has no review to act on. It will not appear in the review list.

Why it happens. One check catches an identical picture, another the same bank reference. Neither creates a review by itself, so there is nothing to approve. The deposit stays open for the correct slip, and each duplicate counts as one of the customer's wrong slips.

What to do

1. Read the note on the flow and the attempts. Ignore the yellow banner in the second case.
2. Ask the customer whether they really made a second, separate transfer. If they did, upload that slip (The customer can't upload the slip).
3. If they did not, close the deposit: for a P2P deposit holding a withdrawal, use Release stuck deposit on the withdrawal's payment page (A deposit is holding the withdrawal); otherwise press Request cancellation on its Deposit verifying row. If it has reached Slip review, reject it there with Duplicate slip instead.
4. If the reuse looks deliberate, see Fake or reused slips.

Who to ask. Head office, if the customer insists the earlier settlement is the wrong one. Their steps: merchant manual.

The slip's QR code couldn't be read

Branch operator

What you see. The deposit waits in Slip review, and its page says The slip QR couldn't be read — re-run verification.

Why it happens. P2P's own reader could not find the QR code: a blurry photo, a crop that cut it off, or a photo of a screen. The checking service was never asked. Re-verifying runs the real check again; it credits nothing by itself.

What to do

1. Slip review → the row → Re-scan QR & verify.
2. If the dialog says Could not decode a QR code automatically. You can still upload a clearer photo or paste the QR value manually below., add a clearer picture under Upload a clearer photo (optional) (paste works) or type the QR text into QR value (optional — only if auto-scan failed).
3. Press Re-verify and wait for Verified & settled or Still needs review.
4. Only if it still cannot be read, and you have seen the reserved amount paid to the deposit's account: Approve & credit, tick the confirmation, confirm.

Who to ask. Head office, if it stays on Re-verifying… for more than a few minutes. Their steps: merchant manual.

A slip has been "verifying" or sitting in review for a long time

Branch operator Branch viewer

What you see. A row reads Deposit verifying for a long time, or a Slip review row does not move.

Why it happens. Several causes look the same: the slip needs a person; the checking service failed or timed out (you can run it again); the service is halted (The slip provider is halted or misconfigured — waiting.); the slip passed but the credit never landed (The slip is verified but not yet settled — waiting.); or platform staff have the review open, which hides it from your list.

What to do

1. Press Review on the row, or find it in Slip review.
2. Press Details, read Why this slip needs review, then approve, reject or re-verify.
3. Verified but not settled, or halted: don't release or reject. Hand it to head office with the deposit's Reservation ID.
4. A release dialog says Another reviewer has already opened this slip, so it won't appear in your Slip review list until they finish or step away. Hand it to head office.

Who to ask. Head office; they take halted checks and unsettled credits to P2P support. Their steps: merchant manual.

The slip shows the money went to a different account than the one on the deposit

Branch operator

What you see. Provider code reads WRONG_DESTINATION or SCORE_BELOW_PASS. At first the deposit is not in Slip review; after the customer's uploads lock, it appears there with The slip was paid to a different account than the assigned destination. or The receiver account on the slip could not be confirmed as the assigned destination.

Why it happens. The customer paid another account, often one saved from an earlier deposit. The check has already recorded this transfer's bank reference, so the same transfer can never pass on any other deposit or be registered later.

What to do

1. Read Slip verification attempts.
2. Not in Slip review yet: if the customer has a slip for a transfer to the deposit's own account, upload it (The customer can't upload the slip). Otherwise wait for it to reach Slip review, or press Request cancellation on its Transactions row.
3. In Slip review: open Details and compare the receiver with the deposit's account.
4. The deposit's account is a private withdrawer's and the customer paid someone else: Reject with Wrong destination account. The customer recovers the money from whoever they paid.
5. The customer paid your branch's, head office's or another branch's account: don't approve and don't reject. Hand it to head office.

Who to ask. Head office, with the deposit's Reservation ID and the account that received the money. Their steps: merchant manual.

A customer keeps sending fake or reused slips, and you want to stop them

Branch operator

What you see. Repeated rejected or duplicate slips from one customer, a flag in their Deposit conduct, or a slip you believe is forged.

Why it happens. Every reject needs a reason, which joins the customer's conduct record. After a reject you are offered a separate step, Also block this customer? A block you make covers your branch only. Blocking takes effect only when P2P has switched it on; otherwise it is recorded, and the screen says so.

What to do

1. Slip review → the row → Reject. Choose a Reason such as Forged slip, add a note, press Reject.
2. In Also block this customer?, choose a reason, add a note, press Block customer and confirm the browser's prompt. Or press Not now.
3. Read the result: Enforced: while blocked, this customer cannot deposit or withdraw with you. or Recorded, not yet enforced. Blocking is switched off platform-wide, so this customer can still transact until it is turned on.
4. You can also block later from the customer's page, and undo it with Lift block (Stop a customer).

Who to ask. Head office, for a business-wide block, or to ask P2P for a platform-wide freeze. Their steps: merchant manual.

A payment-gateway (QR) deposit never settles

Branch operator

What you see. The customer paid through the gateway's QR code, but the deposit has not settled. The row reads Awaiting payment with Awaiting gateway, and the upload panel says The gateway hasn't confirmed this deposit. If the customer has already transferred, upload their payment slip here to settle it manually — possible once the gateway window has closed.

Why it happens. A gateway deposit settles when the gateway reports the payment back. If that report never comes, you can upload the customer's slip instead, but only after the payment window has closed. The customer cannot do it themselves.

What to do

1. Open the deposit. Before the window closes you get The gateway window hasn't expired yet. Please wait and try again in a moment.
2. Add the customer's slip in Upload proof slip for the customer. It is checked against the gateway's account and amount.
3. Manual slip upload is not enabled on this merchant.? Hand it to head office.
4. Only if the customer did not pay: press Release hold (The gateway never confirmed this deposit — release the hold.). If the gateway still reports success, pending or no answer, it is refused; hand it to head office.
5. Tell head office which gateway deposits you settled by slip, so they can check them with the gateway on their reconciliation page.

Who to ask. Head office, for a forced release, a switched-off fallback, or chasing the gateway. Their steps: merchant manual.

The customer can't start a new deposit: "You already have a deposit in progress"

Branch operator

What you see. The checkout says You already have a deposit in progress.

Why it happens. A customer can have only one open deposit at a time, so one transfer never ties up two withdrawers. An unconfirmed deposit can be cancelled by the customer or expires at its window. A confirmed one needs a slip or a staff action, though it stops blocking by itself about 60 minutes after its window (a gateway deposit: at the window).

What to do

1. Find the earlier deposit and open it.
2. They paid: the customer presses I have transferred — upload my slip, or you upload for them (The customer can't upload the slip).
3. Not confirmed and not paid: the customer ticks I confirm I have not transferred any money for this deposit. and presses Cancel that deposit and continue, or waits for it to expire.
4. Confirmed, but no slip will come: after the window, press Release hold on the deposit page, or wait.
5. A P2P deposit holding a withdrawal: free it now from the withdrawal's payment page → Release stuck deposit. Inside the window you must tick I have established that this depositor has not transferred and is not going to. and fill in How do you know?

Who to ask. Head office; a P2P admin decides cancellation requests and forced releases. Their steps: merchant manual.

A deposit is marked "Stranded", or a withdrawal is held by a deposit that never paid

Branch operator

What you see. A Stranded tag (Confirmed but past its payment window — open it to release the hold.), a row reading Stranded — alleged transfer, never credited, or a deposit holding a withdrawal in its Funding deposits.

Why it happens. Three situations. The tag marks a confirmed deposit into your branch's or head office's account (or a gateway) that is past its window and unsettled; it holds no withdrawal but blocks the customer's next deposit for up to an hour (a gateway deposit stops blocking at its window). A P2P deposit stuck the same way holds its matched withdrawal. The stranded row is a closed deposit with some sign the customer paid; they may be out of pocket.

What to do

1. Open the deposit and read the flow.
2. The tag: if no slip is being checked and the customer will not pay, press Release hold. If the dialog says a slip passed the check or the gateway reports success, don't release; hand it to head office.
3. The stranded row: "EXPIRED" → late slip (Paid after the window closed). "RELEASED" and the customer proves payment → head office.
4. Holding a withdrawal: the withdrawal's payment page → Release stuck deposit → Confirm release.
5. If the release says the deposit was "not found", the depositor belongs to another branch or business. It does exist. Hand it to head office.

Who to ask. Head office, for a slip verified but not settled, a gateway success, a released deposit the customer proves they paid, or another business's deposit. Their steps: merchant manual.

The customer wants to deposit an amount you don't offer, or transferred an odd amount

Branch operator Branch viewer

What you see. The customer can't find their amount (for example ฿750), or transferred a non-standard amount.

Why it happens. Deposits come only in fixed amounts from ฿100 to ฿50,000, and head office may offer fewer. A customer can have only one open deposit, so a larger amount means deposits one after another. Up to 5% over is accepted; more is an over-payment (more); less is an under-payment (less). An odd amount with no deposit cannot be registered.

What to do

1. Explain the fixed amounts: for ฿800, deposit ฿500, then ฿200, then ฿100, each paid and verified before the next (or ฿800 if offered).
2. To offer a missing amount, ask head office.
3. An odd amount already sent with no deposit: settle it outside P2P and tell head office.

Who to ask. Head office. Their steps: merchant manual.

A "split deposit" your branch can't see at all

Branch operator Branch viewer

What you see. In Slip review, in place of Split deposits, a notice: Split deposits are reviewed by the main merchant account. These payments are not recorded against any single sub-merchant, so they cannot be shown here. Nothing is missing from your queue — direct deposits above are the ones you review. A customer's deposit appears nowhere in your portal.

Why it happens. A few deposits are paid in parts to several accounts. They carry no branch tag, so P2P cannot show them to one branch without showing other branches' business. Head office can reject or re-check them; only P2P can credit one.

What to do

1. Note the customer's merchant user ID, the amount, the time and the slip.
2. Hand it to head office. They open Slip review → Split deposits.

Who to ask. Head office. Their steps: merchant manual.

The customer was told to pay a stranger's personal account. Is that right?

Branch operator Branch viewer

What you see. The customer asks why the payment details show a private person, or says that person claims they received nothing.

Why it happens. This is normal P2P: a deposit is often paid straight to a customer who is withdrawing, possibly another branch's or another business's. The account changes every time. Only a verified slip settles the deposit, and the check confirms who received the money.

What to do

1. Explain that the account is for this deposit only and must not be saved.
2. If they paid and uploaded the slip, open the deposit. Settled marked Done means the verified slip is the proof.
3. If the receiver disputes a settled transfer, hand it to head office with the deposit's Reservation ID.
4. If the customer reused a stranger's account from an earlier deposit, it cannot be credited; they recover it from that person (No deposit exists).

Who to ask. Head office. Their steps: merchant manual.

Approving a P2P deposit fails: "The matched withdrawal is no longer available"

Branch operator

What you see. Approve & credit fails with The matched withdrawal is no longer available — release or refund this deposit instead. The customer has a genuine slip.

Why it happens. A P2P deposit settles by paying into its matched withdrawal. If that withdrawal has since been filled, paid by staff, cancelled or closed, it cannot take this payment. The customer's money is with the withdrawer. The advice to "release or refund" is misleading: releasing credits nobody, and P2P holds nothing to refund.

What to do

1. Note the deposit's Reservation ID, the matched order's Order ID and the slip's bank reference.
2. Don't release or reject the deposit.
3. Hand it to head office with those details and the slip.

Who to ask. Head office, who takes it to P2P support. Their steps: merchant manual.

A genuine deposit was rejected by mistake

Branch operator

What you see. Someone rejected a slip, and the customer then proves they paid. The row reads Deposit rejected, the deposit reads "RELEASED", and new uploads are refused.

Why it happens. Reject is final. It closes the deposit and frees any matched withdrawal. Nothing in the portal can credit it afterwards.

What to do

1. Confirm the payment from the slip: the amount, and that the receiver is the deposit's account.
2. Don't open a new deposit and upload the old slip onto it.
3. Hand it to head office with the deposit's Reservation ID and the slip.

Who to ask. Head office. Their steps: merchant manual.

Withdrawals

I'm about to pay a withdrawal by hand. How do I stop a deposit paying the same customer?

Branch operator

What you see. On the payment page an amber panel reads Not safe to pay yet, with This withdrawal is still open to new deposits. Close it before you transfer. or Deposits are still settling against this withdrawal., and at the bottom A warning, not a block — you can still record a fulfilment. Paying while a deposit settles can pay the customer twice.

Why it happens. A withdrawal stays open to new deposits until it is paid. If a depositor is matched while you are at your bank, the customer receives both transfers. Close to new deposits stops new matches; the page then waits 30 seconds for anything already on its way. The panel only warns: the form is never blocked.

What to do — every time you pay a withdrawal by hand:

1. Withdrawals → Pending → the row → Fulfill.
2. If the button already reads Reopen to matching and you did not press it, stop: Someone else closed it.
3. Press Close to new deposits and wait for the countdown. A "no unreserved capacity" error means deposits hold the whole amount: A deposit is holding the withdrawal.
4. If Still settling appears, don't transfer until it is empty.
5. At Closed to new deposits — safe to pay, transfer exactly Transfer this amount now to the account shown, within 15 minutes.
6. Record it: Bank slip → Click to upload transfer slip → the amount you sent in Amount to fulfill (THB) → Submit fulfillment. Recording part of it reopens the withdrawal, and the green box says "settled" even then: check Remaining in the queue.
7. Decided not to pay? Press Reopen to matching.

Who to ask. Head office, if a deposit stays under Still settling long after its window. Their steps: merchant manual.

The page says it's safe to pay, but I didn't close it

Branch operator

What you see. The panel already reads Closed to new deposits — safe to pay (or is counting down) and the button reads Reopen to matching, but you never pressed Close to new deposits.

Why it happens. A close is for everyone, and the page does not say who made it. A colleague, at your branch or at head office, may be in their banking app right now. Anyone who can pay withdrawals can reopen it, and nothing stops two people paying the same withdrawal.

What to do

1. Stop. Don't transfer and don't press Reopen to matching.
2. Ask your branch colleagues and head office who is paying it.
3. If someone is, leave it. Their payment appears as a Staff fulfillment row.
4. If nobody is, wait: a close ends by itself after about 15 minutes. Reload, and start again at Close it before you pay.

Who to ask. Your shift lead or head office. If money has gone out twice, head office, who takes it to P2P support. Their steps: merchant manual.

I closed a withdrawal, then decided not to pay, and now Cancel says it "has already started filling"

Branch operator

What you see. After you pressed Close to new deposits, Cancel returns This withdrawal has already started filling — use "Close at filled" instead of cancelling. or Close at filled returns Couldn't close this withdrawal — it may have an in-flight deposit. Try again shortly. Nothing is pending on the funding list.

Why it happens. Your close holds the unpaid amount, the same way a deposit on its way does, and Cancel and close-at-filled refuse while anything holds it. The message talks about deposits; the thing blocking you is your own close.

What to do

1. Open the withdrawal's payment page.
2. If the button reads Reopen to matching, check no colleague is paying it, then press it.
3. Try Cancel or Close at filled again.

Who to ask. Head office, if Cancel is still refused with nothing held. Their steps: merchant manual.

Cancel says the withdrawal "has already started filling", but nothing has been paid

Branch operator

What you see. Remaining is the full amount, but Cancel returns This withdrawal has already started filling — use "Close at filled" instead of cancelling. There is no Close at filled button. The payment page shows Transfer this amount now smaller than Remaining, and a Pending row under Funding deposits.

Why it happens. Something holds part of the withdrawal: a depositor who was matched and has not finished paying, or a close on the payment page. A hold still inside its payment window ends by itself; a depositor who said they paid but never had a slip settled holds it until someone uploads a slip or releases it, unless the platform has switched on automatic clean-up, which releases it soon after its window.

What to do

1. Open the payment page. If the button reads Reopen to matching, see Your own close is blocking it.
2. On the Pending row, press View sender slip or Open to see whether the depositor uploaded anything.
3. Only when sure they will not pay: Release stuck deposit. If asked, tick I have established that this depositor has not transferred and is not going to. and fill in How do you know?, then Confirm release.
4. If the dialog says This deposit can't be released yet, follow it: a slip being checked → Go to Slip review; window still open → wait; verified as paid or gateway success → don't release, hand it to head office.
5. A Cascade leg (split-deposit) row has no release button. Hand it to head office, who can ask P2P to cancel it.
6. Once the hold is gone, pay it (Close it before you pay) or cancel it.

Who to ask. Head office, for verified-but-uncredited slips, gateway successes and split-deposit rows. Their steps: merchant manual.

The customer will accept what has been paid so far. How do I close the rest?

Branch operator

What you see. A withdrawal shows Remaining with Already filled, and the rest is not arriving. Or a row under Closed early nobody closed, with System round-down.

Why it happens. Once part is paid, a withdrawal can only be closed at the paid amount, not cancelled. The unpaid part never moved through P2P, so it is refunded outside P2P. P2P also closes a withdrawal itself when what is left is too small to pay.

What to do

1. Confirm the customer accepts the amount already paid.
2. Pending → the row → Close at filled → Close at filled amount.
3. Couldn't close this withdrawal — it may have an in-flight deposit. Try again shortly.? A close or a deposit is holding it (Your own close, A deposit is holding it).
4. On Closed early, a row marked You refund off-platform needs a refund; follow head office's refund procedure. Returned to user balance needs nothing.

Who to ask. Head office, for the refund, or if a row shows the wrong refund direction. Their steps: merchant manual.

I recorded a different amount from what I transferred, or I sent it to the wrong account

Branch operator

What you see. The amount you can transfer changed appears when you submit. Or you notice the recorded amount differs from your transfer, or you mistyped the account in your banking app.

Why it happens. The transferable figure is re-read every few seconds, and a blank amount records the page's figure. Nothing compares your amount with the slip. The same slip image uploaded again records nothing, yet the page says Fulfillment submitted. No branch screen can undo a recorded payment, and P2P cannot recall a transfer.

What to do

1. The amount you can transfer changed: confirm only if the new figure is what you sent; otherwise type the real figure.
2. Sent more than Transfer this amount now: the page refuses it (Amount exceeds what can be paid right now.). Record what it accepts and tell head office; the extra is recovered from the customer outside P2P.
3. Recorded less than you sent: reload and press Close to new deposits at once. If nothing is still settling, record the difference with No slip and a Bypass reason that refers to the first record.
4. Wrong account: don't record it. Ask your bank to recall it, then pay the account shown and record that.
5. Already recorded wrongly: stop and hand it to head office with the withdrawal ID.

Who to ask. Your bank, to recall a transfer. Head office, for a payment recorded wrongly. Their steps: merchant manual.

A customer says they never received their withdrawal

Branch operator Branch viewer

What you see. The customer complains, but the withdrawal is no longer under Pending. If staff paid it, it is under Decided; if depositors paid it, it is under neither.

Why it happens. A withdrawal is paid by depositors, by staff, or by a gateway. "Paid" means a transfer was verified or recorded. Decided lists only staff, admin and gateway payments.

What to do

1. Transactions → search by merchant user ID, P2P user ID or merchant order ID, with All time → Open on the withdrawal.
2. Under Funding deposits, press View sender slip and check the receiving account and amount.
3. Branch operators: on the payment page, a Staff fulfillment row has View proof slip; Slip bypassed means no slip, so ask whoever recorded it. Compare with the customer's account on the page or under Bank accounts.
4. If the account and amount match, send the customer the slip to trace with their bank.
5. If the account is wrong, or there is no evidence, hand it to head office. Don't pay again.

Who to ask. Head office, with the withdrawal ID and the slip. The customer's bank, to trace. Their steps: merchant manual.

A withdrawal may have been paid twice: "Alleged transfer" on the funding list

Branch operator

What you see. Under Funding deposits, a notice Possible extra transfers to this withdrawer and a row marked Alleged transfer with Late slip still accepted or Released — reconcile off-platform. The page may still say Withdrawal fully filled.

Why it happens. A depositor whose deposit expired or was released says they paid anyway, after the withdrawal was also paid by someone else. Your customer may have received cash twice. It is an allegation until you check the slip.

What to do

1. Late slip still accepted: don't pay the rest yet. Get the depositor's slip; if genuine, press Accept a late slip → Upload late slip → Open the new deposit for review, then run the check exactly as in Paid after the window closed. Approve by hand only if the check cannot read the slip.
2. Released — reconcile off-platform: it can no longer be credited on P2P. Hand it to head office to settle with the depositor.
3. Either way, if your customer received too much, tell head office; the extra is recovered from them under head office's terms.

Who to ask. Head office. Their steps: merchant manual.

"Payment gateway" says no gateway is available

Branch operator

What you see. Under How was this paid?, choosing Payment gateway always says No payment gateway is available for this withdrawal.

Why it happens. Paying from a gateway is a head office action; branch logins cannot use it. If your branch has its own gateway, a head office owner or operator can pay your branch's withdrawal from it; if not, it is paid by slip.

What to do

1. Pay by slip (Close it before you pay), or ask head office to pay it from your branch's gateway.
2. If head office pays from the gateway, leave the withdrawal alone until it leaves the queue. The green "settled" box they see only means the gateway was instructed.

Who to ask. Head office. Their steps: merchant manual.

A withdrawal is refused, or never gets matched ("withdraw allowance")

Branch operator Branch viewer

What you see. A customer says their withdrawal was refused when they asked for it. Or a withdrawal sits in Pending with Remaining unchanged while deposits keep coming. Or, after you pay one by hand, your allowance drops by twice the amount.

Why it happens. If your branch is in a matching pool that needs one, it must hold enough withdraw allowance. It is held when a withdrawal is created and checked again when it is matched; matches with other businesses are always checked. There is a known fault: a withdrawal paid by hand in such a pool is charged to the allowance twice.

What to do

1. Check Usage credit → Withdraw allowance (this sub-merchant).
2. Ask head office to top it up (Sub-merchants → your branch → Credit → Grant allowance).
3. To pay a stuck withdrawal now, a branch operator pays it by hand (Close it before you pay). Then check the allowance again; if it dropped twice, tell head office before anyone tops it up.
4. For a refused withdrawal: once the allowance is topped up, the customer asks again.

Who to ask. Head office. Their steps: merchant manual.

"View sender slip" on a split-deposit row says "Forbidden"

Branch operator

What you see. On a withdrawal's payment page, a Funding deposits row labelled "Leg 1" (or 2, 3…) shows "Forbidden" in red when you press View sender slip. The same button works on other rows.

Why it happens. Split-deposit rows carry no branch tag, so a branch login can see the row but cannot open its slip. It is the fence, not a fault.

What to do

1. Note the withdrawal ID and the row's amount.
2. Ask head office to open the same withdrawal and view the slip.

Who to ask. Head office. Their steps for checking a paid withdrawal: merchant manual.

Customers, logins and access

You need to stop a customer, or they are in the conduct queue

Branch operator

What you see. A customer appears on Conduct queue with a band. Or you want to refuse one. After blocking, the screen may say Recorded, not yet enforced. Blocking is switched off platform-wide, so this customer can still transact until it is turned on.

Why it happens. A conduct band is a signal to look, not a decision. A block is a separate, recorded act, and yours covers your branch only. It takes effect only when P2P has switched blocking on. When it is on, a block cancels the customer's withdrawals that can still be cancelled and holds the part-paid ones, and head office's system is not told about the cancelled ones. Lifting a block does not reopen them.

What to do

1. Users → Conduct queue → the customer → read the events → Mark as reviewed.
2. To block: the customer's page → Block this customer at your branch → Block customer → Reason and Note (optional) → Confirm block → confirm the browser's prompt.
3. Read the status line: enforced, or only recorded.
4. Only recorded, and the customer has an open withdrawal you will not pay? Cancel it before any of it is paid.
5. Enforced? Check Pending for withdrawals that vanished or stopped, and tell head office so its system restores the customer's balance.
6. To undo: Lift block. Lifting does not undo what the block did: cancelled withdrawals stay cancelled (the customer asks again), and held part-paid ones stay out of matching. Hand a held one to head office.

Who to ask. Head office; they ask P2P about platform-wide blocking. Their steps: merchant manual.

A button is missing, or I keep getting sent back to another page

Branch operator Branch viewer

What you see. No Fulfill button ("—" in its place). Or you land on Dashboard or Transactions instead of the page you opened. Or a Settlement cell reads Your branch account can look, not act. Ask an owner. or Head office pays this out. Nothing for you to do.

Why it happens. Two fences. Your branch fence sends any head office page to Transactions. Your role fence sends a branch viewer from a page it cannot use (Slip review, a withdrawal's payment page) to the Dashboard, with no message. Settlement greys out what someone else does and says who.

What to do

1. Check your role at the bottom of the menu.
2. Need operator rights? Ask a branch operator (on My staff) or head office.
3. Sent to Transactions? That page is head office's; ask them (What only head office can do).
4. On Settlement, press What can I do?

Who to ask. A branch operator, then head office. Their steps: merchant manual.

A colleague has left. How do I cut off their login?

Branch operator

What you see. A cashier or branch operator leaves. On My staff, their row offers Reset password, and Suspend only for viewers.

Why it happens. You can suspend only a lower role: a branch operator suspends viewers, never another operator or themself. A leaver who still holds operator can see customers' bank numbers and record payments.

What to do

1. A viewer left: their row → Suspend.
2. An operator left: their row → Reset password. It takes effect at once, with no confirmation: their password and authenticator stop working and they cannot sign in again. Don't pass on the temporary password shown. A session they already have open can keep working for up to an hour.
3. So ask a head office owner, straight away, to suspend them, which cuts off an open session at once: Sub-merchants → your branch → Staff → Suspend.
4. Invite a replacement (Invite a colleague).

Who to ask. A head office owner. Their steps: merchant manual.

Money, bank accounts and settlement

Your customers now pay head office's account instead of yours

Branch operator

What you see. After you switched your branch's accounts off, your customers' deposits go to head office's accounts, and Settlement shows head office owing your branch more.

Why it happens. Deposits for your branch take turns across your active accounts. With none active, they fall back to head office's accounts, and head office then holds your branch's money. Nothing stops you switching off the last one.

What to do

1. My bank accounts → Activate an account, or add one (Add an account).
2. Before switching one off, switch its replacement on first.
3. If an account's money held needs settling, do it while it is active (Settle this account).
4. To get back what head office now holds, ask for a payout.

Who to ask. Head office. Their steps: merchant manual.

Usage credit shows "Overdraft". What does that stop?

Branch operator Branch viewer

What you see. Usage credit shows a negative Usage credit (this sub-merchant) with Overdraft, and A sub-merchant cannot top up its own credit. Usage credit is held in the parent merchant's pool and reaches this sub-merchant by allocation — ask the parent merchant to allocate more. The withdraw allowance is separate again and is granted by an administrator.

Why it happens. Usage credit is drawn down by your branch's activity. Head office allocates it; a branch cannot top up. It can go below zero.

What to do

1. Tell head office. They allocate more on Sub-merchants → your branch → Credit.
2. If withdrawals are being held back, check the withdraw allowance on the same page instead (Withdraw allowance).

Who to ask. Head office. Their steps: merchant manual.

The Settlement page: who owes whom, and what can I do?

Branch operator Branch viewer

What you see. You can't tell what to do on Settlement. You owe is empty or shows rows you can't act on, History says Head office keeps this list., or figures differ from what you expect after fees.

Why it happens. The page shows one row per party, gross. Owed to you is who holds your branch's money. For a branch, You owe usually holds at most a pool row; anything reading Head office pays this out. Nothing for you to do. is head office's. Head office keeps the payment history. Fees are shown apart: head office keeps your fee back. It is all for information.

What to do

1. To do: what waits on you, and what waits on others.
2. Balances: Owed to you and You owe.
3. Press the ⟳ refresh icon if a figure looks old. It runs at most about once an hour.
4. Press What can I do? to see who can do what.

Who to ask. Head office. Their steps: merchant manual.

A settlement payment to your branch is wrong or never arrived

Branch operator

What you see. To do lists a payment such as "Head office paid you", with It arrived and Dispute, but the money is not in your bank, or the amount is wrong.

Why it happens. Whoever holds your money records a payment. A slip is optional and nothing checks the amount. Disputing is your only check: the amount goes straight back to what you are owed. Only whoever recorded the payment can withdraw or correct it; once you have disputed it, only P2P support can undo it.

What to do

1. Check your bank statement.
2. It arrived, correct amount: It arrived → It arrived.
3. Not arrived, or wrong: Dispute → Reason (whoever recorded it sees it) → Dispute.
4. They can then record a corrected payment.

Who to ask. Head office; P2P support, through head office, to undo a disputed payment. Their steps: merchant manual.

An account shows money held that has already left it

Branch operator

What you see. On My bank accounts, an account's Money held shows a large Remaining that is not in the bank.

Why it happens. Out (recorded) counts only payments recorded from the account and money recorded as moved out. Withdrawals you paid are not counted, because P2P does not know which account you paid them from.

What to do

1. On the account, press Settle this account.
2. Fill in the form (Settle this account) with the date on your bank statement and where the money went, then press Record outflow.
3. Reactivate this account before settling it. Switch it on first.

Who to ask. Head office; P2P support, through head office, to undo a mistaken record. Their steps: merchant manual.

What head office handles on its own

A few problems live entirely on head office's side. If you hear about one, pass it on and point head office at its entry:

• Every new deposit fails on the checkout with a message that the payment could not be set up: head office's accounts or routing (merchant manual). Check your own accounts too (Your accounts are switched off).
• Every payment link says Link expired: head office's integration (merchant manual).
• Slip score alerts: head office reviews them; branch logins do not have the page (merchant manual).
• A platform-support name in Decided by: P2P support worked in head office's portal; head office can explain (merchant manual).
• Head office's system stopped working after an API key change, or its webhooks are failing: head office's developer (API key, webhooks).
• Insufficient balance on one of your withdrawals: head office checks the customer's balance in its own system. If head office asks you to, cancel the withdrawal before any of it is paid (merchant manual).

Four pages show your branch's money. All four are for information: P2P does not move this money and cannot see anyone's bank. Read Who is holding your branch's money once before you use them.

Page	The question it answers
Money	What came in, and what fee it earned?
Usage credit	How much credit and withdraw allowance does my branch have left?
Billing	What is my branch's fee over time, and what should flow to us after it?
Settlement	Who holds my branch's money, and how do I get it?

The Money page

Branch operator Branch viewer

Money reads Your branch's activity, and your parent merchant's balances. Read it in three parts:

1. Incoming — your branch's settled deposits and withdrawal fills, with Volume and Fee accrued. The fee is worked out on your branch's activity, but your branch does not pay it to P2P.
2. Balance — two separate accounts that are never added together:
   • Fee — what you owe the platform. This card shows head office's fee position for the whole business, not your branch's. It says so: This is your parent merchant's position, not your branch's. A branch never pays the platform — the fee is withheld from your settlements.
   • Custody — cash held for you. Owed to you is the cash that whoever received your customers' deposits still holds for your branch. It is gross, and it is owed by them, not by P2P.
3. Outgoing — fee payments recorded against head office. Disputing one is head office's job, so there is no dispute button for a branch.

Usage credit and withdraw allowance

Branch operator Branch viewer

Usage credit shows two separate balances for your branch.

• Usage credit (this sub-merchant). The credit head office allocated to your branch, drawn down by your branch's deposits and withdrawals. It can go below zero and then shows Overdraft. Under Adding credit the page says A sub-merchant cannot top up its own credit. Usage credit is held in the parent merchant's pool and reaches this sub-merchant by allocation — ask the parent merchant to allocate more. The withdraw allowance is separate again and is granted by an administrator.
• Withdraw allowance (this sub-merchant). How much your branch may withdraw using other people's cash. Only withdrawals draw it down. When it runs short, withdrawals can be refused when they are created or can wait without matching. The page says it is granted by an administrator; a head office owner can grant it too.
• This sub-merchant's transaction history lists every allocation and every deposit and withdrawal that drew the credit down.

Low on either? Tell head office. They open Sub-merchants → your branch → Credit. See Usage credit overdraft and Withdraw allowance.

Billing

Branch operator Branch viewer

Billing shows This sub-merchant's own usage and the fees computed on it. Timestamps are GMT+7.

1. Choose Granularity (Hourly, Daily, Weekly or Monthly) and the From and To dates.
2. Read Total deposit usage, Total withdraw usage and Total fee. Usage below is this sub-merchant's own volume, charged at the parent merchant's rate. This is the fee this sub-merchant owes its parent.
3. Read Net settleable to this sub-merchant: what should flow to your branch from whoever holds its money, after the fee. If it reads Not yet synced — this figure will populate after the next settlement sync., press the refresh icon on Settlement and come back.

Settlement

Branch operator Branch viewer

Settlement keeps the tally of who holds your branch's money. Once you have opened it, a number on the menu item counts the things waiting on you. The page has four tabs:

Tab	For a branch
To do	Needs you: payments to confirm or dispute. Waiting on them: your open payout requests.
Balances (opens first)	Owed to you and You owe, one row per party.
History	Head office keeps this list.
Payout accounts	The accounts you can be paid into (branch operators).

Reading Owed to you. Each row is a party and a kind:

• Deposits from Head office, Platform or Your reseller: your customers' deposits that landed in their accounts. You ask for these with one button (next section).
• Buy-in: money your branch put into a matching pool. See Pool notices.
• Pool: your customers' deposits that paid other pool members' withdrawals. Its Ask to settle button is not available yet.

Reading You owe. For a branch it is usually empty. A Pool row means your branch owes the pool; see Pool notices. A row whose button says Head office pays this out. Nothing for you to do. is head office's to act on.

Other controls.

• The time beside the tabs reads Live or "as of" a date. The ⟳ icon next to it refreshes the figures; it runs at most about once an hour, so pressing it again soon after changes nothing.
• What can I do? lists what you can do, what only the other party can do, and what only P2P support can do.
• At the bottom, "Fees due" and Money › lead to the Money page. Your fee is kept back by head office; you never pay it yourself.

Ask head office for a payout

Branch operator

One request asks everyone who holds your branch's money to pay what they owe right now. You don't enter an amount: it is taken from your live balance when you ask. Nothing moves until the holder transfers the money and records it.

1. Open Balances.
2. Press Request payout at the top of Owed to you. (The rows themselves say it is the other party's move; the header button is the one that asks.)
3. Choose where to be paid in Pay into, add a Note (optional) if it helps, and press Request payout.
4. The request appears under Waiting on them, and the row on Balances shows the date you asked.
5. When the holder records the payment, it appears under Needs you. Confirm or dispute it (next task).

If the drawer says You have no active payout account. Add one on the Payout accounts tab first., you cannot add one yourself on this release: the Payout accounts tab only lists accounts. Ask head office to arrange it. If it says Nothing is owed to you right now, or that payout account is no longer available. Refresh and try again., refresh and check Owed to you again.

Confirm a payment arrived, or dispute it

Branch operator

A payment recorded to your branch appears on To do under Needs you, for example "Head office paid you", with two buttons.

1. Check your bank statement first. The drawer shows Amount, Date paid, Sent to and Bank reference.
2. The money is there and the amount is right: It arrived → It arrived.
3. It never arrived, or the amount is wrong: Dispute, write a Reason (the other party sees it), and press Dispute. The amount goes straight back to what you are owed, without their agreement. They can then record a corrected payment.

See also A settlement payment is wrong.

Payout accounts

Branch operator

Payout accounts lists the bank accounts your branch can be paid into, each Active or Retired. Head office sees them when it records a payment to you.

On this release the tab has no add or retire button. If your branch has none, or needs a different one, ask head office.

Pool notices: "I paid back" and "Ask back"

Branch operator

If head office has put your branch in a matching pool, the pool's owner tracks what your branch owes the pool and what it put in. A notice tells the owner what you did. It moves nothing: nothing changes until the owner confirms it.

• You paid back what your branch owed the pool: You owe → the Pool row → I paid back. In Tell them you paid back, enter the Amount and a Note (optional), then press I paid back.
• You want some of your buy-in back: Owed to you → the Buy-in row → Ask back. In Ask for your buy-in back, enter the amount and press Ask back.

The row then shows when you told them. When the owner confirms a pay-back, your withdraw allowance gets that headroom back.

Who to ask. Head office, or the pool's owner, for anything on this page.

Both pages in this chapter are for branch operators. A branch viewer does not have them in the menu; opening them by address shows You do not have permission to manage bank accounts. or You need an operator role on a sub-merchant to manage staff here.

Your bank accounts

Branch operator

My bank accounts lists your branch's own bank accounts. The page says what they are for: Bank accounts for your sub-merchant's SELF-funded deposits. Your customers can be sent to these accounts when they deposit, if head office has set your branch up for it. When none is active, your customers' deposits go to head office's accounts instead, and head office then holds that money for you.

Each account shows its bank and last four digits, Active or Inactive, the Holder, and Money held. Use the search bar (Search, Last 4, Status, Bank) when you have many; Clear filters shows them all again.

Add an account

Branch operator

1. At the bottom of My bank accounts, under Add a bank account, choose the Bank.
2. Type the Account holder name exactly as the bank shows it, and the Account number.
3. Press Add account.

The account is added as active, and P2P treats it as checked straight away: your branch vouches for it. Make sure it really is your branch's account before you add it.

Edit, switch on and switch off

Branch operator

• Edit opens the account's Bank, Account holder and New account number. Press Save. Leave the account number blank to keep the current one.
• Deactivate stops new deposits being sent to the account. Activate starts them again.

Money held, and "Settle this account"

Branch operator

Each account shows Money held as in − out (recorded) = remaining:

• In — your customers' deposits that landed in this account.
• Out (recorded) — money recorded as having left it. Withdrawals you paid from it are not counted, because P2P does not know which account you paid them from.
• Remaining — what the records say is still there.

So after you pay withdrawals from an account, or move money out of it for any other reason, Remaining stays higher than your bank balance until you record it. That is what Settle this account is for: Records cash that has already left this account, so the figure here matches your bank statement. It moves no money and nothing is gated on it.

1. On the account, press Settle this account.
2. In Amount that left this account (THB), enter what actually left. It starts filled with the whole remaining amount; change it if less left.
3. Date paid: the date and time on your bank statement, not today.
4. Where it went: Sent to — bank, Sent to — last 4 digits and Sent to — account name. All three are needed.
5. Add the Bank reference (optional), the Wire slip (optional, but it is your proof) and a Note (optional).
6. Press Record outflow. This records what you say left the account — nothing checks the amount. It is deducted straight away, and a dispute puts it back.

Who to ask. Head office can do the same from Sub-merchants → your branch → Bank accounts. A mistaken record can only be undone by P2P support, through head office. See also Money held that has already left.

Your branch's staff

Branch operator

My staff lists your branch's logins, each with its role and Active or Suspended. From here a branch operator can run the branch's team without waiting for head office. Head office owners can manage the same logins from Sub-merchants → your branch → Staff.

You want to…	Branch operator	Needs head office
Invite an operator or a viewer	✓
Change someone between operator and viewer	✓
Reset anyone's password and authenticator	✓
Suspend a viewer	✓
Suspend an operator		✓
Make someone an owner		Not possible for a branch login

Invite a colleague

Branch operator

1. Under Invite a staff member, enter their email and full name.
2. Choose the role: Operator (the default, for cashiers who pay withdrawals and review slips) or Viewer (read-only).
3. Press Send invite.
4. A temporary password appears once. Shown once only. Copy it now and give it to them directly — you cannot see it again. Then press Done.
5. They sign in with it and set up their own password and authenticator (Your first sign-in). The temporary password expires, so pass it on soon.

Change a role

Branch operator

Choose the new role in the list on the person's row. It changes at once, with no confirmation.

Reset a password

Branch operator

Use this when a colleague forgot their password or lost their phone.

1. On their row, press Reset password. It takes effect at once, with no confirmation: their old password and authenticator stop working. A session they already have open can keep working for up to an hour, so a reset is not a way to cut off someone who has left; see Cut off a leaver's login.
2. A temporary password appears once. Give it to them directly.
3. They sign in and set up a new password and authenticator.

Suspend a login

Branch operator

Suspend appears only on rows you are allowed to suspend: viewers, never another operator and never yourself. A suspended login cannot sign in, and any session it has open stops working at once. It cannot be switched back on in the portal. To suspend a branch operator, ask a head office owner.

When someone leaves, follow Cut off a leaver's login: reset their password straight away, then suspend them or ask head office to, the same day.

Words you will meet

Word	What it means for your branch	More
Alleged transfer	A depositor says they paid your customer although their deposit had closed. It may mean the customer was paid twice. Shown as Alleged transfer.	Possibly paid twice
Block	Refusing a customer at your branch. Yours covers your branch only, and works only while P2P has blocking switched on; otherwise it is recorded but refuses nothing.	Stop a customer
Branch	Your business unit. The portal calls it a sub-merchant. Your login sees only your branch.	Start here
Branch operator	A branch login that can act: pay withdrawals, review slips, manage the branch's accounts and staff.	Which login do you have?
Branch viewer	A branch login that can only look.	Which login do you have?
Buy-in	Money your branch put into a matching pool to stand behind withdrawals.	Pool notices
Close at filled	Ending a part-paid withdrawal at the amount already paid. The rest is refunded outside P2P. Shown as Close at filled.	Close at the amount already paid
Close to new deposits	Stopping new depositors being matched to a withdrawal while you pay it. Shown as Close to new deposits. It lasts about 15 minutes.	Close it before you pay
Conduct	The record of how a customer's deposits have gone, with a band such as Watch. A signal to look, never a decision.	Look after your customers
Deposit	A customer putting money in. They transfer bank to bank; P2P checks the slip and credits them.	How money moves
Depositor	The customer making a deposit.
Direct deposit	The usual kind of deposit, paid to one account. Listed in Slip review as Direct deposits.	Work the slip review queue
Dispute	Telling whoever recorded a settlement payment to your branch that it did not arrive or is wrong. The amount goes straight back to what you are owed; once disputed, only P2P support can undo it.	Confirm or dispute
Fee	What your branch's activity earns the platform, at head office's rate. Head office pays it and keeps it back from what it settles to you; your branch never pays P2P.	Fees and usage credit
Funding deposits	The deposits matched to a withdrawal, listed on its payment page.	Pay a withdrawal
Gross	The full amount before the fee is taken off. Settlement figures are gross.	Settlement
Head office	The business your branch trades under: the parent merchant. Its staff can see and act on every branch.	What only head office can do
Idempotency key	A reference head office's system attaches to each deposit or withdrawal. You can search by it.	Find a transaction
It arrived	Confirming that a settlement payment reached your bank.	Confirm or dispute
Late slip	A slip for a deposit that expired before the customer said they paid. Uploading one opens a new deposit for review.	Paid after the window closed
Matching pool	A group of branches (and sometimes businesses) whose customers can be matched with each other. Head office decides.	Matching beyond your branch
Merchant order ID	Head office's own reference for a deposit or withdrawal. The best thing to search by.	Find a transaction
Merchant user ID	Head office's own ID for a customer.	Find a transaction
Money held	What the records say is still in one of your branch's accounts. Withdrawals you paid from it are not subtracted until you record them.	Money held
Net settleable	What should flow to your branch after the fee.	Billing
Over-payment	The customer sent more than they reserved. Up to 5% over is accepted; more waits in Slip review, and only the reserved amount is credited.	The customer paid more
Owed to you	Who is holding your branch's money, on Settlement.	Settlement
P2P match	A deposit paid straight to another customer who is withdrawing, instead of to an account of yours.	A deposit: three routes
P2P user ID	P2P's own ID for a customer.	Find a transaction
Payment gateway	A payment provider that takes QR payments. Gateway deposits need no slip; gateway payouts are for head office only.	Paying from a gateway
Payment window	How long a deposit holds its account for the customer to pay: 5 to 30 minutes, set by head office.	Paid after the window closed
Payout account	An account your branch is paid into by whoever holds its money. Not the same as the accounts customers pay into.	Payout accounts
Pool notice	Telling the pool's owner that you paid back or want a buy-in back. It moves nothing until they confirm.	Pool notices
Receiver / Sender	Who received and who sent a bank transfer, as a slip shows them.
Register a transfer	Attaching money that arrived in one of your branch's accounts with no deposit. The slip check decides; there is no approve button.	Register a transfer
Release	Freeing a deposit that is holding a withdrawal or blocking the customer, when the customer is not going to pay. Nothing is credited.	A deposit is holding the withdrawal
Request payout	Asking everyone who holds your branch's money to pay it.	Ask head office for a payout
Re-verify	Running the automatic slip check again, with a clearer picture or the QR text. It never credits by itself. Shown as Re-scan QR & verify.	The QR couldn't be read
Settle this account	Recording money that has already left one of your branch's accounts, so its figure matches your bank statement. It moves no money.	Settle this account
Slip	The picture of a bank transfer, with its QR code.	Slips and how they are checked
Slip review	The queue of slips a person must decide.	Work the slip review queue
Split deposit	A rare deposit paid in parts to several accounts. It carries no branch tag, so only head office sees it. Listed as Split deposits.	Split deposits
Transfer this amount now	The exact amount to pay on a withdrawal's payment page: what is left after deposits still settling. Shown as Transfer this amount now.	Pay a withdrawal
Under-payment	The customer sent less than they reserved. The deposit settles at what arrived.	The customer paid less
Usage credit	A prepaid balance your branch's activity draws down. Head office allocates it; a branch cannot top up. It can show Overdraft.	Usage credit
Withdraw allowance	How much your branch may withdraw using other people's cash. It can hold your withdrawals back. Head office (or P2P) tops it up.	Withdraw allowance
Withdrawal	A customer taking money out. Depositors, your branch or head office pay it bank to bank.	How money moves
Withdrawer	The customer making a withdrawal.
You owe	What your branch owes others, on Settlement. Usually empty for a branch.	Settlement

The same words on a Thai screen

The portal opens in Thai. These are the fixed Thai words for the terms most easily confused.

English	Thai
Merchant (head office)	ร้านค้า
Sub-merchant (your branch)	ร้านค้าย่อย
Reseller	ผู้แทนจำหน่าย
Depositor	ผู้ฝาก
Withdrawer	ผู้ถอน
Sender (on a slip)	ผู้โอน
Receiver (on a slip)	ผู้รับ