Role and accountability matrix
We publish functions, not personal profiles. Each row names the order stage, the record created there, and the next handoff a buyer can verify.
| Function | Stage | Record | Handoff or escalation |
|---|---|---|---|
| Catalog operations | Product reference | Exact account region, requested wallet-credit SKU, quoted terms and confirmation date. | Confirm selectable SKUs, current prices and availability in the private quote. Use Availability for dated guidance, not a stock or price offer. |
| Quote and payment | Quote and invoice | At least $500 USD at quoted product prices after the configured discount; 15–1,000 total cards; each SKU minimum; active invoice asset, network, exact amount and reference. | Payment confirmation follows the invoice; unmatched or wrong-network transfers go to support review. |
| Delivery operations | Paid order delivery | Delivery email, delivery timestamp, batch reference, and one-time note access record. | Delivery follows payment confirmation and required availability and operational checks. Keep the quote email; send access issues to admin@psnwholesale.com. |
| Buyer support | Order question | Order ID, payment record, delivery timestamp, and the correspondence thread. | Keep the conversation in the company channel so the relevant record can be checked without exposing another buyer's data. |
| Claim review | Case review | Order, batch, region, error details, screenshot, payment, and delivery evidence. | The case is assessed against the available records; evidence does not guarantee a refund, replacement, or redemption result. |
| Public evidence | Before payment | Company identity, terms, privacy, catalog boundary, payment rules, and delivery method. | Compare the Operator record and Evidence ledger; PSN Wholesale is independent from Sony Interactive Entertainment Inc. |
What to include in a support handoff
Send only the records needed for the specific question. Do not include raw codes or another customer's personal information.
- 1Identify the order
Include the order ID, quote or invoice reference, and the email used for the magic link.
- 2Match the event
For payment, add the invoice asset and network, exact amount and transaction hash. For delivery, add the timestamp and note-access record.
- 3Describe the exception
State the affected region or batch, the observed error, and the screenshot or other evidence available for review.
One company channel for the order record
For a new request, use the secure access form. For an existing order or correction, write to the company support address.