Manual Matching Guide

About This Page

What: How operations manually completes matching and crediting when auto-matching between bank statements and deposit applications fails Audience: Operations staff responsible for deposit review Prerequisites: Matching & Auto Crediting — understand the auto-matching logic first Reading time: 3 minutes Owner: Deposit Operations Lead

Key takeaway: Manual matching covers four scenarios: assisted matching (system recommends but needs confirmation), complete non-match (no recommendations), amount-limit interception, and orphan statements with no application — each has a different workflow and risk level.

Onboarding Learning Path

If you are new, follow this reading order for the operations handbook: 1. CRM Operations Map (get familiar with the system interface) -> 2. This page (core daily work) -> 3. Withdrawal Approval Guide -> 4. eDDA Troubleshooting Guide -> 5. Reversal / Refund Guide -> 6. Scheduled Tasks & Monitoring

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When Is Manual Matching Needed

The matching engine runs automatically every 3 minutes. If any of the following conditions are met, the statement will not be auto-credited and operations must intervene:

Scenario	Matching Engine Output	Trigger Reason
Assisted matching	Written to match table, awaiting operations confirmation	Amount within assisted tolerance but exceeds auto-crediting tolerance
Complete non-match	Skipped	All five dimensions (amount + currency + bank + date + card number) failed to match
Amount limit exceeded	Matched successfully but not auto-credited	Exceeds auto-crediting limit (e.g. HKD > 2 million)
Statement with no application	Abnormal deposit list	User transferred funds but did not submit an application

CRM Navigation Paths

Feature	CRM Path	Description
Match list	Deposit Management -> Match List	View assisted matching records pending confirmation
Statement list	Deposit Management -> Statement List	View all bank statements; filter by bank / status / date
Application list	Deposit Management -> Deposit Applications	View all deposit applications; filter by UID / status / currency
Abnormal deposits	Deposit Management -> Abnormal Deposits	View orphan statements with no matching application
Deposit tasks	Deposit Management -> Task Approval	Deposit tasks generated after match confirmation

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Operational Procedures

Runbook Format

Operations on this page are organized in standard Runbook format. Each scenario includes:

1. Trigger — Under what circumstances this operation is needed
2. Assessment — How to confirm the nature of the issue
3. Action — Specific execution steps
4. Verification — How to confirm success after completion

1. Assisted Matching Confirmation

CRM Path: Deposit Management -> Match List -> Filter "Pending Confirmation"

1. Open the match list — the system displays statement-application pairs recommended by the matching engine
2. For each pending record, verify the following fields:

Check Item	Statement Field	Application Field	Criteria
Amount	Flow.amount	Apply.amount	Difference within bank tolerance range (varies by bank -> Tolerance Rules)
Currency	Flow.currency	Apply.currency	Must match exactly
Name	Flow.en_name / Flow.cn_name	User registered name	Format differences allowed (name order, space/comma differences)
Card number	Flow.customer_account	Apply.bank_card_number	Last digits match (intermediary bank may replace prefix in cross-bank transfers)
Date	Flow.date	Apply.create_time	Within matching window (standard -3 to +2 days; BOCHK +/-15 days)

3. Confirmed correct -> Click "Confirm Match" -> System auto-creates deposit task and credits the account
4. Uncertain -> Click "Ignore" -> This match pair will no longer be auto-recommended

2. Manual Matching (Complete Non-Match)

CRM Path: Deposit Management -> Statement List + Deposit Management -> Deposit Applications

1. In the statement list (Deposit Funds -> Pending), find the unmatched statement and filter by status = 0 Pending
2. In the application list (Deposit Funds -> Client Deposit Instructions), find the potentially matching application and filter by status = 0 Pending, same currency, similar amount
3. Compare field by field using the verification table above
4. After confirmation, click "Manual Link" in the statement detail page and select the corresponding application
5. System auto-executes crediting

3. Abnormal Deposit Handling (No Application)

CRM Path: Deposit Management -> Abnormal Deposits

1. View the abnormal deposit list (AbnormalDepositJob auto-detects and generates every 30 minutes)
2. The system has already attempted to identify the user via bank card number and name; results are displayed in the list
3. Processing options:
   • Confirm crediting — Create an application on behalf of the user and credit the account (permission: ABNORMAL_DEPOSIT_MODIFY)
   • Suspend — Wait for the user to submit an application for auto-matching
   • Flag for follow-up — Contact the user to confirm intent

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Matching Decision Flow

Auto Matching vs. Smart Reminder

Two systems run in parallel:

Dimension	Auto Matching	Smart Reminder
Function	Directly auto-credits after successful match	Only recommends match results; requires manual confirmation
Operating hours	Has time windows (see table below)	24/7
Applicable scenario	Non-account-opening clients + post-first-deposit for account-opening clients	All statements
Statements without name	Not supported	Supported (uses relaxed rules)
Post-match action	Direct crediting (after passing risk control review)	Recommends to operations, awaits manual confirmation

Auto matching operating time windows:

Currency	Auto Matching Operating Hours
HKD / CNH	Monday 07:00 ~ Saturday 10:00
USD	Daily 09:00 ~ 16:00

Statements outside these windows only go through Smart Reminder (manual recommendation confirmation).

Matching Rule Code Reference

Universal rule codes across all banks:

Code	Meaning	Description
A	Basic matching conditions	Currency match, valid account, and other basic validations
B1	Amount exactly equal	Statement amount = instruction amount, exact match
B2	Overseas remittance tolerance	Cross-border remittance allows intermediary bank fee deduction: HKD/CNH <= 420, USD <= 60
B3	Online account opening first deposit threshold	First deposit minimum for online account opening clients: HKD/CNH >= 10,000, USD >= 1,500
B4	Local approximate equal	HKD/CNH: 0 <= instruction amount - statement amount <= 20; USD: <= 3
C1	Name matching (strict)	Used for auto-crediting, requires full match
C2	Name matching (relaxed)	Used for smart reminder, supports fuzzy matching
D	General validation conditions	Date window, instruction status, and other general conditions
E	Account number validation	Used only for auto-matching; validates consistency between statement account and instruction bank card number (see details below)
F1	Region: Hong Kong	Remitting bank located in Hong Kong (based on SWIFT or bank-provided region info; no region info is treated as not met)
F2	Region: Prior authorization	The account has had a successful BST or eDDA authorization, inferring the region as Hong Kong

Rule E (Account Number Validation) Full Logic

Rule E attempts the following checks in priority order; any hit is considered a match:

1. BankCode + exact account match — Instruction account (including bank code prefix) exactly matches statement account
2. Multiple BankCode matching — If the same bank has multiple codes, try each; prioritize the first one in system configuration
3. Account only (without BankCode) match — Account numbers match after removing bank code prefix
4. ICBC special rule — Remove the ICBC account trailing digits, then match using rules 1/2
5. BOCHK 14-digit validation — BankCode + account must be 14 digits; non-14-digit is treated as non-match (excludes BOCHK smart accounts)
6. Credit card exclusion — Account length > 15 digits and does not start with 621299 -> treated as credit card, no match (621299 prefix is CMB 16-digit account, not misidentified)

Rules F1/F2 Usage Scenarios

F1 and F2 are only used in the online account opening client + unverified bank card deposit scenario, combined with B3 to determine whether the deposit source is a Hong Kong bank account. Typical complete rule combination: A & B1 & C1 & D & E & B3 & (F1 | F2).

BOCHK Statement Type Routing Table

BOCHK statements are routed to different matching paths based on transfer type and whether the payer name is present:

Statements with name (supports auto-crediting):

Transfer Type	Summary Prefix	Auto Matching Rules
Transfer	FPS*	A & B1 & C1 & D & E
Transfer	E-BANKING TRANSFER*	A & B1 & C1 & D & E
Transfer	CHATS*	A & B4 & C1 & D & E
Transfer	REMIT IN*	A & B2 & C1 & D & E
Transfer	Other	A & B4 & C1 & D & E
Transfer Transaction	CBS TRANSFER* / Other	A & B4 & C1 & D & E

Statements without name (auto-crediting not supported, smart reminder only):

Transfer Type	Smart Reminder Rules
Transfer (CBS TRANSFER*)	A & B4 & D
Interest	A & B4 & D
Clearing Cheque / Cheque Clearing	A & B4 & D
Returned Cheque	A & B4 & D
ATM Transfer	A & B4 & D
Other	A & B4 & D

Note

• Transfer type and summary are both case-insensitive
• For online account opening clients whose bank card has not yet been approved, all the above auto-matching rules require the additional B3 (online account opening first deposit threshold) and F1 | F2 (region validation)

Auto Approval Risk Control Rules

After a successful auto-match, the following risk control rules may escalate a deposit to manual review:

Risk Control Rule	Trigger Condition	Handling
Multiple UID conflict	One statement matches instructions from multiple different UIDs	No auto-approval; wait for manual processing
Rate limiting	Same UID has multiple instructions with different amounts on the same day; first 10 auto-approved, from the 11th onward	Escalated to manual approval
Amount limit	Single transaction exceeds limit	Auto-matched but escalated to manual review

Auto-approval limits:

Currency	Auto Approval Limit
HKD	2 million
USD	300,000
CNH	2 million

Account Opening Deposit Special Rules

Hong Kong online account opening clients have additional restrictions:

Rule	Description
First deposit minimum	HKD 10,000 / CNH 10,000 / USD 1,500
Additional matching validation	Deposits from unverified bank cards require additional B3 (bank card verification) on top of standard rules
eDDA available for account opening	Only HSBC eDDA can be used for account opening deposits (authorization completed in real-time within the App)
eDDA not available for account opening	Hang Seng eDDA cannot be used for account opening deposits (requires authorization in the bank's app, not real-time)
After first deposit	Client can only use the same bank card from the first deposit for subsequent deposits and withdrawals

Deposit Instruction Management

Five ways to create a deposit instruction:

Creation Method	Trigger Scenario	Description
Transfer button	Client clicks "I've Transferred" on the deposit page	Most common; client manually submits
eDDA automatic	Client initiates eDDA debit	System auto-creates instruction
BST app-side	Client initiates BST deposit in the moomoo App	System auto-creates instruction
BST bank-side	Bank-side initiated deposit; after fund statement arrives	System creates instruction only after statement arrival
CRM manual	Operations staff creates directly in CRM	For special supplementary recording scenarios

Special instruction operations:

Operation	Description	Risk Level
Emergency deposit	Force-match an instruction to a statement, or credit directly without a statement	Warning: Extremely high — equivalent to directly adding funds to the client's account
Instruction lock	Lock abnormal / non-compliant instructions to prevent auto-matching and processing by others	Low
Instruction rejection	Missing deposit receipt or non-same-name deposit; return to client for resubmission	Low
Instruction auto-rejection	Different banks and deposit methods auto-reject based on instruction age / time	None (system automatic)

Canary Release Impact on Matching

New matching rules are rolled out progressively using a canary strategy:

Phase	Time Range	Canary Ratio
Phase 1	Release day ~ next day 12:00	First 2 statements per hour use new rules
Phase 2	Next day 12:00 ~ 16:10	First 10 statements per hour use new rules
Phase 3	After next day 16:10	Full rollout to new rules

Operations Impact

During the canary period, some statements will bypass auto-matching. Monitor whether manual matching volume increases abnormally.

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Escalation Path

Escalation chain: Operations Staff -> Deposit Product Manager -> Backend Developer -> Bank Liaison

Scenario	Frontline Handling	Escalation Condition	Escalate To
Amount difference > assisted tolerance	Contact user to confirm source of discrepancy	User cannot explain	-> Deposit Product Manager
Name completely different	Contact user to confirm	May be third-party payment / someone else's transfer	-> Compliance Team
Same statement matches multiple users	Confirm each one	Cannot determine ownership	-> Deposit Product Manager + Risk Control
Statement backlog exceeds 50	Check collection service	Collection service abnormal	-> Backend Developer / DevOps
Match rate declining for 3 consecutive rounds	Check tolerance configuration changes	System configuration issue	-> Deposit Product Manager
Bank API exception	Confirm bank-side announcements	Bank-side issue requiring coordination	-> Bank Liaison

Assessment Checklist

When you receive an unmatched statement, check the following in order:

1. Amount: Is the difference between Flow.amount and Apply.amount within tolerance?
   -> Tolerance standards: Deposit Rule Reference - Matching Tolerance Rules

2. Currency: Do Flow.currency and Apply.currency match?
   -> Mismatch usually requires rejecting the application

3. Name: Does Flow.en_name match the user's registered English name?
   -> Watch for format differences ("CHAN TAI MAN" vs "Tai Man Chan")

4. Card number: Does the Flow.customer_account last digits match Apply.bank_card_number?
   -> Intermediary bank may replace card number in cross-bank transfers

5. Date: Is Flow.date within the matching window of Apply creation date?
   -> Standard window: -3 days to +2 days (BOCHK B2E uses an independent +/-15 day window)

6. BOCHK card number: If the parsed account number starts with `/`, the system auto-removes it before storing
   -> Note that the raw account number may have a `/` prefix when cross-checking

Common Rejection Reasons

Situation	Recommended Rejection Code	Action
Receipt is illegible	1 (Information unclear)	Request supplementary documents
Bank account information missing	4	Request supplementary bank information
Securities account abnormal	5	Escalate to account team
Multiple duplicate applications	8 (Duplicate application)	Keep one, reject the rest
Funds not received after timeout	9 (Timeout)	System usually auto-rejects
Transferor does not match applicant	14 (Account mismatch)	Contact user to confirm

Full rejection reason codes -> Deposit Rule Reference - Rejection Reason Codes

Required Permissions

Permission	Purpose
CASH_IN_APPLY_VIEW	View deposit applications
CASH_IN_FLOW_VIEW	View bank statements
CASH_IN_TASK_APPROVAL	Confirm match, approve / reject deposits
ABNORMAL_DEPOSIT_MODIFY	Process abnormal deposits (statements with no application)
CASH_IN_APPLY_MODIFY	Modify application information for re-matching

Processing SLA

Scenario	Target Response Time	Description
Assisted matching confirmation	1 hour	After receiving match notification during working hours
Abnormal deposit processing	2 hours	After abnormal deposit is generated during working hours
Manual matching	4 hours	After user reports "money didn't arrive"
Statement backlog alert	15 minutes	Any time, 24/7

If requirements change: adjusting the manual matching process or rules

Code locations:

• Match list API: deposit/src/app/Http/Controllers/MatchController.php
• Manual matching operation: deposit/src/app/Business/Match/ManualMatch.php (if exists)
• Abnormal deposit detection: deposit/src/app/Jobs/AbnormalDepositJob.php

Common change scenarios:

• Modify fields displayed in assisted matching -> Adjust the match list API response fields
• Modify abnormal deposit detection logic -> Adjust detection conditions in AbnormalDepositJob
• Add batch confirmation feature -> Add batch operation endpoint in MatchController
• Modify rejection reason code options -> Adjust the enum in deposit/src/app/Common/RejectReason.php

Bank-Specific Matching Characteristics

For detailed matching rules, see Bank Channel Matrix - Deposit Matching Rules. The table below supplements bank-specific differences that operations should pay special attention to during daily matching.

Bank	Amount Tolerance (HKD)	Date Window	Name Rule	Operations Notes
BOCHK	Local -20, Cross-border -420	+/-15 days	Not validated	Particulars may fail to identify deposit method; manual selection required
HSBC	Standard -420, Auto -65	-3 to +2 days	Not validated	Bank account number requires prefix removal for matching; auto-crediting tolerance is stricter
Hang Seng	-20	-3 to +2 days	Not validated	Matched separately by statement type; pay attention to different types
EWB	-420	-3 to +2 days	Not validated	"Other Deposit" type only checks amount, not other dimensions
CCB	-20	-3 to +4 days	Exact match	English name must match exactly; watch for name order and spelling
DBS	-350 (auto)	-3 to +2 days	Not validated	Sub-accounts require historical verification; first deposit to a new sub-account needs manual confirmation
BST	Exact	Real-time	—	Direct channel; no statement matching needed
ICBC	—	—	—	Bank-enterprise direct statement collection; standard matching rules
BANKCOMM	-300 HKD / -45 USD / -300 CNH	-7 to +4 days	Not validated	Sub-account matching prioritized; larger tolerance

Three Most Problematic Banks

1. BOCHK — Particulars recognition failure is the most common matching failure cause (operations must manually select deposit method)
2. CCB — Exact name matching leads to a higher rejection rate (watch name order)
3. DBS — First deposit to a new sub-account will not auto-credit (requires manual confirmation)

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Next Steps

I want to...	Go to
Understand the five-dimension auto-matching logic	Matching & Auto Crediting
Look up tolerance values, timeout configurations, rejection codes	Deposit Rule Reference
Troubleshoot more deposit anomaly scenarios	Deposit Troubleshooting
Look up error codes and status codes	Unified Error Code Center

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