Decision summary
A support macro template for PSN code claims covering region checks, order reference, batch ID, screenshots, and evidence boundaries.
A useful claim reply asks for the order reference, affected code, account region, error message, redemption time, and screenshots before promising an outcome. The same fields should feed the internal case record so support and procurement review identical evidence.
Decision fields
Ask which PlayStation account region the customer is using.
Collect order ID, delivery timestamp, and the seller or marketplace account reference.
Check product type, region, denomination or duration, and batch ID.
Do not request passwords, account login access, or unrelated personal data.
Support macro workflow
Many claims start as region mismatch rather than invalid-code evidence.
Save screenshot or error text with order reference and batch ID.
Escalation should include facts, not a forwarded chat fragment.
Record the outcome so the same listing or batch issue is not repeated.
Support macro mistakes
- Do not escalate a claim without account region and delivered code region.
- Do not ask for PlayStation login credentials.
- Do not let support notes live only in email or a marketplace chat thread.
FAQ
What should the first support macro ask?
Ask for order reference, account region, error message, and screenshot where available.
Should support ask for a password?
No. Claim review should use order, delivery, code, and error details rather than account access.
When should a claim be escalated?
Escalate after region, product type, batch ID, delivery timestamp, and customer error evidence are collected.
What should be saved after resolution?
Save the outcome, root cause, batch ID, and any listing or support-script change.
Related pages
Trust context
PSN Wholesale is operated by PSN NETWORK LTD, company number 16191822. PlayStation, PSN, and PS Plus are trademarks of Sony Interactive Entertainment Inc. PSN Wholesale is independent and is not affiliated with, endorsed by, or sponsored by Sony Interactive Entertainment Inc.
Last updated: 2026-07-15