Keep three records separate
A payment reference, a platform order ID and a blockchain transaction hash describe different events. Copying one into the field for another makes a support request harder to investigate. A platform screenshot also does not replace your bank’s own transaction record.
This guide provides an organisational template for your own records. It is not a tax-filing rule, a legal retention schedule or proof that a transaction is permitted. Keep the original facts and do not rename a payment’s purpose to make it appear unrelated to its actual activity.
Create one folder per event
Use a local folder name such as “2026-09-07_PKR_example-01”, with no identity number or full account number in the name. The date is an example, not a real transaction. Inside, keep a short summary, original receipts, relevant order details and a note of any support case. Use an access-controlled location appropriate for financial records.
| Field | What belongs here |
|---|---|
| Bank or wallet payment | Reference, amount, currency, time and displayed status |
| Platform order | Order ID, asset amount and order status |
| Blockchain transfer | Network and transaction hash, if there was an on-chain transfer |
| Reconciliation | Expected amount, received amount and unresolved difference |
A mismatch does not explain itself
Suppose your bank record shows a debit but the platform order still shows a pending payment. Record both statuses and their observation times. Do not rewrite the pending status as completed merely to make the spreadsheet balance. Similarly, a confirmed blockchain transfer does not by itself establish that the receiving platform credited your account.
Write timestamps with the time zone. Pakistan Standard Time and UTC are not interchangeable labels. Keep the original displayed time as well as any converted time, so another person can reproduce your timeline without guessing.
Prepare a support summary
A useful message states the event, the discrepancy and the request: “My record shows a debit of [amount] at [time and zone], reference [reference]. The corresponding order [ID] remains [status]. Please confirm the payment status and the next step.” Attach only relevant evidence through the official secure channel.
SBP’s Sunwai portal describes a complaint-routing mechanism involving banks, microfinance banks and development finance institutions, with other forums handling eligible cases. Check the appropriate forum for your institution and issue. A banking complaint channel is not a guarantee that a crypto-platform dispute or an investment loss will be resolved there.
Privacy and follow-up
Keep an untouched original and a redacted copy for ordinary sharing. Never include a wallet recovery phrase, password, one-time code or private key. Do not post a full receipt in a public group to seek help. Log the support case number, response date and outstanding question.
How long should I keep records? Follow the applicable requirements for your situation; this article does not invent a universal period. Should I delete a failed transaction? Retain its status in the record rather than silently removing it from the timeline. A failed or reversed event may explain a balance difference.
Sources and method
State Bank of Pakistan: Sunwai complaint-routing overview
