Review Customer Top-Up Requests in GWMS

Updated: 2026-05-21

1. Scenario

Recharge Audit is used to process top-up requests submitted by customers. Reviewers check the payment method, payment account, requested amount, transaction number, and voucher before deciding whether to approve or reject the request.

After approval, GWMS posts the actual received amount to the customer's account.

Applicable scenarios:

• Review newly submitted customer top-up requests.
• Confirm the received amount and currency.
• View historical top-up review results.

Not applicable:

• Customer-side top-up submission.
• Customer-side balance query.
• Manual correction of posted account transactions.

2. Operation Guide

Prerequisites

Please confirm the following before you start:

1. Your account can open GWMS-Customer Management-Recharge Audit and has review permission.
2. The customer has already submitted a top-up request.
3. You have the payment voucher, payment method, payment account, transaction number, and actual received amount.
4. If you need to reject the request, prepare a clear rejection reason so it can be entered in the review remark.

2.1 Open Recharge Audit

Menu path: GWMS-Customer Management-Recharge Audit

1. Sign in to GWMS.
2. Expand Customer Management.
3. Click Recharge Audit.

The page supports filters such as Customer Name, Recharge Currency, and Review Status. The list displays fields such as Customer Name, Recharge No., Transaction No., Requested Recharge, Payment Method, Payment Account, Actual Received, Review Status, Reviewer, and Application Time.

Before processing, filter Review Status to Pending Review so new requests are not missed.

2.2 Review a Pending Top-Up Request

In the operation column of a pending record, click Review.

In the review dialog, check:

• Whether Customer Name and Recharge No. match the correct customer.
• Whether Requested Recharge matches the customer's payment information.
• Whether Payment Method, Payment Account, Transaction No., and Top-Up Voucher support this review.
• Whether the actual received amount matches the requested amount. If not, enter the actual received amount.
• Whether Review Status should be approved or rejected.
• Whether Review Remark is needed to explain differences or missing proof.

Click Confirm after checking the information.

If no Review Status is selected, GWMS prompts Please select review status before submitting. After successful submission, GWMS prompts Review successful, closes the dialog, and refreshes the list.

If the received amount is less than or equal to 0, the review status is still pending, or the current account has no review permission, GWMS does not complete the review and prompts that the submission cannot be processed.

2.3 View Review Result

For processed records, the operation column displays Details. Click it to review the complete top-up information.

The details page shows fields including:

• Customer Name
• Recharge No.
• Transaction No.
• Requested Recharge
• Payment Method
• Actual Recharge
• Payment Account
• Exchange Rate
• Review Status
• Review Time
• Reviewer
• Application Time
• Top-Up Voucher
• Recharge Remark
• Review Remark

If the status is Approved, the amount has been processed. If the status is Rejected, notify the customer according to the review remark and ask them to resubmit or provide missing proof if needed.

3. Additional Notes

3.1 Review Status

Top-up review statuses include:

• Pending Review: the customer has submitted a request, but it has not been processed.
• Approved: the request has been approved and the actual received amount is posted.
• Rejected: the request did not pass review and the amount is not posted.

3.2 Actual Received Amount and Exchange Rate

Reviewers must distinguish between the requested amount and the actual received amount. If the customer's payment amount, received amount, or received currency differs from the request, use the actual received information and explain the difference in Review Remark.

The details page shows Exchange Rate. If currency conversion is involved, keep the review basis for later reconciliation.

3.3 Impact After Approval

After approval, the customer's account balance increases by the posted amount. You can continue checking:

• GWMS-Customer Management-Account List: confirm whether the balance is updated.
• GWMS-Customer Management-Account Transactions: confirm whether the related recharge transaction was generated.

4. FAQ

Q1: Why can't I find a top-up request that the customer says was submitted?

A1: Check filters first, especially Customer Name, Recharge Currency, and Review Status. If the record is still missing, ask the customer to confirm the submission in Account List and provide the recharge number or submission time.

Q2: The requested amount and actual received amount are different. Which one should I approve?

A2: Use the actual received amount. Do not copy the requested amount without checking. Enter the reason in Review Remark so the customer can reconcile it later.

Q3: Can an approved record be reviewed again?

A3: Processed records provide a Details view. If a correction is required, confirm whether an account adjustment or manual correction process is needed. Do not repeatedly review the same submitted request.

Q4: The customer says payment has been made but there is no transaction number. Can I approve it?

A4: Check the payment method, payment account, voucher, and actual receipt. Approve only when the payment can be confirmed. If proof is insufficient, reject it or ask the customer to provide missing materials, and write the reason in Review Remark.