The Ticket Management module is used to handle exceptions such as misdeposit refunds. Merchants can submit tickets, and the Super Admin completes the refund after review.

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Page Overview

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Ticket List Table

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Filter Conditions

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Status Flow

Ticket status flow diagram

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Operation Guide

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Create Ticket (Admin Role)

1

Click 'Create Ticket'

Click the “Create Ticket” button at the top right of the page.
2

Enter the deposit hash

Enter the transaction hash of the misdeposit and click the “Query” button. The system will automatically retrieve the transaction info from the chain and populate the fields.
3

Confirm transaction info

Review the auto-filled chain, token, amount, and sender/receiver addresses. If the transaction does not belong to the current project, the system will indicate a project mismatch.
4

Fill in the refund address

Enter the target refund address.
5

Submit the ticket

Add remarks (optional) and click OK to submit.
Make sure the correct project is selected before creating a ticket. If the project corresponding to the transaction hash does not match the current project, the system will block the submission.

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Review Ticket (Super Admin)

1

Find a pending ticket

Find a ticket with the status “Pending Review” in the list.
2

Click the 'Review' button

View the ticket details, including the deposit amount and token.
3

Fill in the fee

Enter the refund fee. The system will automatically calculate the actual refund amount (deposit amount - fee).
4

Select review result

  • Click “Approve”: the ticket enters the approved state
  • Click “Reject”: the ticket enters the rejected state; you can fill in the rejection reason
If you also fill in the “Refund Hash”, the ticket will be completed directly.

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Confirm Refund (Super Admin)

After approval, the refund operation needs to be executed on-chain:
1

Find an approved ticket

Find a ticket with the status “Approved” in the list.
2

Click the 'Confirm Refund' button

Enter the on-chain hash of the refund transaction.
3

Submit

Click OK; the ticket status changes to “Completed”.

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Resubmit (Admin Role)

For a rejected ticket, the merchant can view the rejection reason and resubmit:
1

Click 'Resubmit' on the rejected ticket

Or go to the ticket detail page and find the resubmit form at the bottom.
2

Modify the refund address and remarks

Modify the relevant information based on the rejection reason.
3

Submit

After resubmitting, the ticket returns to the “Pending Review” status.

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Ticket Detail Page

Click the ticket ID to enter the detail page, which includes:
  • Basic Info: ticket ID, type, project, status, chain, token, amount, fee, deposit hash, source address, receive address, refund address, time
  • Fee Details: deposit amount, fee, refund amount
  • Refund Transaction: on-chain hash of the refund
  • Operation Log: a timeline showing all operation history (create, review, reject, etc.)
  • Resubmit Form: shown only for tickets in the rejected status

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Permission Requirements

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Notes

When reviewing, carefully verify the deposit hash, amount, and refund address. Once a refund is executed, it cannot be reversed.
When reviewing, if you also fill in the “Refund Hash”, you can skip the separate “Confirm Refund” step, and the ticket will be completed directly.
The operation log on the ticket detail page contains all historical operations. Operator emails are masked (showing first 2 characters + **** + last 2 characters).