Betting voucher reversals

Did you know that most of our betting partners do not usually reverse betting vouchers, this means that every time we escalate a betting voucher to them for validation, they are simply validating the betting voucher for us. However, when we reverse the voucher, they do not reimburse us for that voucher. This means that Kazang takes the risk of reversing the voucher, and losing money when that voucher is used after being reversed on Content Ready.

Gaming vouchers are prone to fraud and that is why most betting companies do not entertain the idea of a reversal. 

Because Kazang always puts the needs of our vendors first, we used to reverse accidental printouts of gaming vouchers after confirming it’s validity with the respective betting partner. After being at it for a while, we realized that the business is losing some money due to these reversals and for now, we will only reverse vouchers under certain circumstances.

Who are our betting partners? 

• Bet.co.za
• Betway
• BluVoucher 
• HollyTopUp
• Marshalls 
• OTT
• SupaBets 
• TabGold 
  
  

What is our refund policy on betting vouchers? 

Our policy does not allow for the refund of gaming vouchers. This message is also printed at the bottom of any gaming voucher printed from a Kazang device. This policy has been put in place to ensure that our business does not lose money to betting voucher fraud. 

There are instances beyond our vendors’ control where we do refund gaming vouchers and those are discussed in more detail below. 

When do we refund? 

2. If the voucher was printed accidentally and your manager/team leader has approved the refund to be processed. They may make this decision for the following reasons:

• The vendor has built a good relationship with the company, and we are making an exception to accommodate the vendor as a goodwill gesture. The vendor should still be warned not to accidentally print gaming vouchers, as this is not our standard practice. 
• After auditing the account and deciding that it is safe for us to make the exception and reverse the vouchers for the vendor. 
• After checking historic gaming voucher requests on the account and determining that the vendor does not pose a high fraud risk.  

Level 1 query flow for accidental printouts.

1. Vendor sends a request for us to reverse the gaming voucher. We expect them to provide: 

• A copy of the slip 
• Reason for reversal 

2. Update the subject of the ticket to contain the following

• Account number 
• Betting partner name (e.g., Betway, OTT etc) 
• Voucher value 

3. Do the following checks on the account before providing feedback on the request. These checks will determine whether you will escalate to your manager/supervisor for reversal or not. 

• Has the vendor been with Kazang for longer than 6 months? 
• Is there active daily trading on the device? 
• When searching for the account number on FreshDesk, does it return less than 3 gaming voucher reversal requests? 
• Are there notes left on the CR account with more than 3 gaming voucher reversal requests? 
• Does the voucher return an error when used? 
• Has a Kazang team leader or manager approved the request to refund an accidental printout?

If you have answered “no” to any of the questions above, then you can respond to the vendor and advise that we do not refund gaming vouchers. 

Canned response: Betting voucher refund rejected

4. If you have answered yes to 3 or more of the questions above, then respond to the vendor and proceed to escalate the voucher to the level 2 team for validation. 

Canned response: Betting voucher escalation 

Level 2 query flow for accidental printouts;

1. The level one team has escalated a request to the level 2 team. This means that preliminary checks have already been done on the account and our level 2 team can perform the checks below. Only if the following checks return satisfactory results, do we escalate for validation and refund. 

• Is there any suspicious activity on the account? 
• Have any entity details been updated within the last month? 
• Has this vendor requested for a gaming voucher reversal within the past 3 months?
• Is there an ongoing fraud investigation happening on this vendors account or any account related to the entity details of this account? 
• Is there more than one account linked to the vendors full name? If yes, then note down the account numbers on the ticket and do this same audit on all those accounts. 
• Is there more than one active account linked to the vendors cell number? If yes, then note down the account numbers on the ticket and do this same audit on all those accounts.
• Is there more than one active account linked to the vendors identity number? If yes, then note down the account numbers on the ticket and do this same audit on all those accounts.

If you have answered yes to any of the above and have reason to believe that the vendors request is fraudulent, then escalate the request to our investigations department for further handling. Leave them a detailed note with your findings. 

2. Should the vendor pass the checks above, then proceed to escalate the voucher to the relevant gaming partner for validation. 

• If voucher has not been used: Refund the voucher and proceed to step 3
• If the voucher has been used: Do not refund the voucher and proceed to step 4

3. Leave a note on the CR account that includes:

• The ticket number 
• Name of betting partner
• Value of the voucher 
• The words “refund approved” 

4.. Respond to the ticket according to the outcome of the checks you have done above. 

Refund approved: Canned response – Betting voucher refund approved.

Refund rejected: Canned response- Betting voucher refund rejected.  

Related query types

Voucher has been used before it was sold.

Sometimes our betting partners send us some vouchers that has already been used. We find this out after we have escalated the voucher to them for validation, and they inform us the voucher has been used on a certain date. When checking this, we find that the date that we sold the voucher, is after the date that they said it has been used. 

Query flow:

• Feedback received from betting partner that the voucher has been used before it was sold. 
• Paste a note with the feedback from the betting partner on your ticket. 
• Add the tag “reversed/spoiled to the ticket. 
• Leave a note on the CR account with
  • Ticket number 
  • Betting partner name 
  • Voucher Value 
  • The words “Spoiled voucher” 
• Respond to the vendor using the canned response “betting voucher internal error – refund”. 
• Close the ticket. 

The voucher returns an error when trying to load.

Betting vouchers are not made by Kazang and therefor, our systems are not able to rectify any redemption errors. Redemption errors need to be escalated directly to the betting partner. On their systems, they can manually allocate the voucher value to the recipient's account. 

• If the error returned is that the voucher has been redeemed, then refer to “query type 1” above. 
• If the error returned is that the voucher cannot be redeemed, or any other redemption error, then respond to the vendor with the canned response “Betting voucher – Partner escalation”.

Suspicious activity defined.

Suspicious activity/ activities refers to any behaviour that indicates a person that might be involved or is about to commit crime. Please find some of indicators to betting vouchers fraud below:

1. Are there any records of multiple vouchers that were printed a few seconds/ minutes apart?
2. Is the voucher a 1^st sale or was previously sold according to Content Ready? 
3. Was the account previously implicated on any form of fraud? (this confirmation will be found under CR notes)
4. Does the account show any record of previously reversed betting vouchers? (verify this through CR note and Forensics watchers list)

Approval matrix per region: 

*Have we missed anything in this article? 

Email operationssupport@kazang.com should you need any more information to be added onto this article.