01
Divide the order into four statuses
First, find out whether the order has been created. Then separately check the debit in the bank or wallet, the issuance of a letter or accrual, and the result of activation on the platform.
The phrase “did not arrive” could mean a missing email, an incomplete payment, an erroneous email, an incorrect account, or a code already used. Each case requires different evidence.
| Stage | What to check | Confirmation |
|---|---|---|
| Order | Has the number been created? | Order page or letter |
| Payment | Decommissioned, pending or returned | Bank check or hash |
| Delivery | Email, username, ID | Original letter and entered data |
| Activation | Accurate result | Screenshot of the official service |
02
Minimum dial for first message
Start with the order number, time, amount and summary result. Add a payment method and an unclassified shipping ID. This is often enough for support to find the entry before requesting additional materials.
Merchant order or transaction number.
Date, exact time and time zone.
Amount, currency and method of payment.
Email, username or ID specified in the order.
Actual status: no letter, no accrual, or code rejected.
03
How to take a secure screenshot
Leave the domain, section name, time and error text visible. Close the full digital code, bank card number, CVV, QR login, seed phrase and one-time passwords.
Do not crop the image so much that the context disappears: it is important for support to distinguish the official site from a third-party form. It is better to cover secrets with opaque blocks than with blur, which can sometimes be partially restored.
If an official secure form specifically asks for the full code, follow its instructions; do not post the same material in open chat.
04
SBP and cryptocurrency require different confirmations
For SBP, save the bank receipt with the amount, time and status. The Bank of Russia also advises enclosing a receipt when applying for an erroneous transfer.
For crypto payment, store transaction hash, network, asset, amount and destination address. The seed phrase and private key do not confirm payment and should never be shared with support.
05
Write a short chronology
One message may look like this: “September 7 at 21:14 UTC+3 created an order ... for ... ₽, paid through ..., the bank shows a successful operation, but the letter for ... did not arrive; I checked the Spam folder." Such a record is verifiable and does not require guessing details.
Do not send each detail as a separate message and do not change the subject of the message. If new data appears, add it to the same chain.