Carry borrower complaints across the LSP boundary

Join app-support history and lender account events; assign investigation and proposed remedy to the regulated lender’s grievance officer. Return one approved answer to the borrower with evidence of any correction.

A notice, complaint, missed commitment or disputed amount opens a case.

People in the process

CCustomer SupportProcess Owner
RRegulated LenderParticipating Team
LLSP OperationsParticipating Team

Records it works with

Relevant agreement, policy or governing record
Transaction, performance and payment history
Notices, communications and supporting evidence

The process is a starting point.The standards are yours.

Configure for the entity’s actual role. Payment-aggregator, gateway and lending-partner obligations are distinct; the workflow must use the relevant permissions, partner contracts and reviewed requirements.

Keep the work connected.

Customer Resolution & Support

Trace refund promises to confirmed customer credit

Connect merchant approval, PA ledger, processor reversal and issuer confirmation. Support can explain a delayed refund, escalate the responsible party and close the case when credit is evidenced.

MSI

Customer Resolution & Support

Resolve disputed merchant settlements with a defensible explanation

Bring payout holds, chargebacks, reserves and signed commercial terms into one merchant case. Settlement and risk owners decide whether to release, adjust or maintain the hold, and support explains the approved basis.

SML

Merchant Risk & Partner Onboarding

Approve merchant activation from a risk-ready file

For a payment aggregator, connect merchant identity, business model, settlement account and website checks to its applicable due-diligence tier. Route exceptions to risk and the acquiring bank where required before authorised activation.

OAC

Explore all Fintech & payments processes.

Order for the work. Room for the people.