Internal SOP – Processing STER Deposits

This SOP applies to all administrators who:

• Verify incoming STER deposits for the STER Discount Club.
• Assign or adjust customer discount tiers in the marketplace system.
• Maintain the internal ledger of deposits and related activity.
• Communicate deposit status to customers.

This document does not cover withdrawals, airdrops, or general treasury operations. Those are documented separately in the STER ecosystem and withdrawal SOPs.

Before processing deposits, confirm you have access to the following tools and accounts:

Admins must never request or store customer seed phrases or private keys. All verification is based on on-chain activity and customer-provided wallet addresses.

Use this workflow for all standard STER Discount Club deposits. Each deposit is processed individually and must be fully recorded before moving to the next request.

3.1 Receive deposit request

1. Open the support request, email, or form submission related to a new STER deposit.
2. Confirm the customer has provided: full name, marketplace account email, and the STER wallet address they sent from (if available).
3. If information is missing or unclear, reply once requesting the required details before proceeding.

3.2 Locate and verify the on-chain transaction

1. Open the Solana block explorer and search for the official STER Deposit Wallet address.
2. Filter or scan for recent incoming transactions that match the approximate time and amount reported by the customer.
3. Confirm the following:
   • The token mint is STER, not SOL or any other token.
   • The destination is the official STER Deposit Wallet.
   • The amount of STER matches or clearly corresponds to a known discount tier.
   • The transaction has sufficient confirmations and is finalized.
4. Copy the transaction signature (hash) and the sender wallet address for your records.

3.3 Map deposit to a STER tier

Once the transaction is confirmed, map the deposit amount to the correct discount tier. Use the currently active tier table for reference.

Every verified deposit must be recorded in the internal STER Deposit Ledger before any tier changes are made in the marketplace system.

4.1 Required fields

• Internal entry ID (auto or manual).
• Customer full name.
• Customer marketplace account email.
• Sender wallet address.
• Transaction signature (hash).
• Amount of STER deposited.
• Mapped STER Discount tier (Bronze / Silver / Gold / Platinum).
• Date and time of on-chain confirmation (UTC).
• Admin initials or ID of the person processing the deposit.
• Status (Pending review, Verified, Tier assigned, Escalated, Rejected).

4.2 Entry standards

• Use a consistent date/time format across all entries.
• Do not leave any required fields blank; use “N/A” only where defined by policy.
• Once finalized, entries should not be deleted. Corrections are made via new rows or logged updates.

After the deposit has been verified and recorded in the ledger, assign the customer to the appropriate STER Discount tier in the marketplace (PrestaShop) back office.

5.1 Locate customer account

1. Log in to the PrestaShop admin panel.
2. Navigate to Customers ? Customers.
3. Search by the customer’s email address recorded in the ledger.
4. Open the customer profile by clicking the corresponding row.

5.2 Assign STER Discount tier group

1. In the customer profile, locate the Groups section.
2. Check the group corresponding to the customer’s STER deposit tier:
   STER Bronze / STER Silver / STER Gold / STER Platinum.
3. Make sure only one STER Discount Club tier is active at a time for each customer.
4. Set the STER tier as the customer’s Default group if required for pricing rules.
5. Save the customer profile.

5.3 Verify discount application

• Create or use a test scenario to confirm the correct discount is applied.
• Check a representative product or cart while logged in as the customer (or using an internal test flow).
• If the discount does not apply as expected, review group assignments and catalog/cart rules before proceeding.

Mismatched deposits occur when the amount, token, or destination does not match the standard STER Discount Club configuration.

6.1 Underpayment (below tier minimum)

• Do not assign a tier until the full minimum deposit is received.
• Contact the customer and explain the difference between the amount sent and the tier requirement.
• Offer the options: send the remaining STER to reach the tier, or request a return of the underpaid amount according to policy.

6.2 Overpayment (above tier range)

• If the amount fits a higher tier exactly, and policy permits, assign the higher tier.
• If significantly higher than any defined tier, escalate to the responsible owner for a decision.
• Record the escalation clearly in the ledger entry notes.

6.3 Wrong token or wrong wallet

• If the token is not STER, treat it as a misdirected transfer. Do not assign any tier.
• If funds are sent to a non-official wallet address, escalate before making any commitments.
• Communicate with the customer using a clear, neutral explanation and follow internal policy for possible returns.

If any of the following red flags appear, pause processing and escalate according to internal policy:

• Customer claims a deposit that cannot be found on-chain.
• Provided transaction hash does not match the official deposit wallet or the STER token.
• Multiple customers claim the same transaction.
• Requests to “rush” assignment without verifiable proof.

Do not assign a STER Discount tier if you cannot fully verify the deposit on-chain. Document every suspicious case in the ledger and in the internal notes for future reference.

Use consistent language when communicating deposit status with customers. Adjust names, amounts, and dates as needed, but keep the core structure intact.

8.1 Deposit received (pending verification)

8.2 Deposit verified & tier activated

8.3 Deposit issue / mismatch

When external or system factors delay processing, maintain a clear record and keep the customer informed.

9.1 Blockchain congestion or delays

• Note the delay in the ledger entry and set status to “Pending network confirmation”.
• Inform the customer that the transaction is still finalizing and you will confirm once it settles.
• Recheck the transaction after a short interval and proceed once confirmed.

9.2 Incorrect customer email or account not found

• Do not create new accounts automatically without policy approval.
• Ask the customer to confirm the exact email they use to log in to the marketplace.
• Once confirmed, update the ledger and proceed with tier assignment to the correct account.

9.3 Duplicate or conflicting requests

• If multiple messages refer to the same deposit, consolidate them into a single ledger entry.
• Respond to the customer using the most recent thread, confirming that their deposit is already in progress.

To maintain consistency and accuracy, perform periodic checks on both the ledger and the marketplace configuration.

• Weekly: reconcile the STER Deposit Wallet balance against the total of all active deposits.
• Weekly: spot-check a small sample of customers to confirm tiers match ledger entries.
• When tier rules or deposit amounts change, update this SOP and the tier mapping reference.
• Document any deviations from this SOP and the reason they were approved.

Any changes to tier thresholds, discount percentages, or wallet addresses must be reflected in this SOP, the customer-facing STER Discount Club page, and the internal ledger configuration.