Manage requests

Every exchange service has a support and customer service that moderates and monitors users' exchanges, thereby managing requests.

This function depends on the type of exchange. If it is an automatic type of exchange, there is no need for additional manipulation, as digital assets are processed independently. When it is semi-automatic or manual (processed by the operator), then this is different. The manager needs to monitor and moderate each application. Exporting a rate file (CSV) is available with each of these exchange types.

After an exchange request is formed, there are several statuses of the request in the exchange process:

• exchange finished/completed - the exchange service has received the funds and paid the client the whole currency;
• in processing - the operator moderates the request, waiting for payment and disbursement;
• funds have been credited and the request is waiting for payment - the client has paid the request and is waiting for the exchange payments;
• exchange and exchange in processing and payments;

In the final stage of completing the exchange, when funds from the client are received but not sent, this should be processed by the manager.

Possible situation options:

• the manager must log in to his account and check manually whether there is a payment on this request;
• if after checking the status of the request it is found that the funds have been received, then it is necessary to finalize the request by paying to the client the currency of his choice. Then you need to manually change the status of the transaction, which in turn will automatically send a letter to the client about the successful transaction.

If the transfer was rejected or canceled, then in any case it is necessary to manually handle the request. It can be a failure to find funds or the request is not paid in full. It is necessary to clarify all the nuances with the client and then also manually change the status of the request. According to the selected type, the client will receive email notification of the exchange cancellation.

Regardless of the type of exchange management and its moderation, the system of notifying customers about the status of their exchange is of great importance. As a rule, cryptocurrency exchange services choose one of two possible options: sending emails or sms. It all depends on geolocation of your clients, their interests and social portrait.

The main thing after you decide on the format of customer notification, you need to choose the type of messages: automatic mailing or manual triggering.

There are several types of emails which can be sent:

• information on the request status for the client (exchange execution, funds crediting, exchange completion, exchange cancellation, etc.)
• information on the transaction status for the manager (the letter can come both to the system mailbox and to the mailbox of the responsible employee. All this can be set up when starting the mailing).

There are also several types of SMS mailing:

• automatic, where the sms is received immediately after the exchange is completed;
• semi-automatic or processing by an operator.

When sending sms notifications, you need to consider several aspects, in particular, users must agree to pay for the cost of each sms, as well as the phone number must not only be identified, but also verified.

You will get all these features for applications together with a ready crypto-exchange tool, developed by Exsoft team of professionals. You will be able to track all the movement on requests and see the efficiency of your managers/operators who are responsible for managing these requests at any given time.