Resolve merchant payout holds against the signed agreement

Reconcile a merchant's disputed payouts, holds, reserves and chargeback debits against the escrow ledger and the signed merchant agreement. Merchant Support can explain each release, adjustment or retained hold in writing without disclosing suspicious transaction reports or internal risk ratings.

Starts when

A merchant disputes a settlement amount, a delayed payout or a hold on its funds
A merchant contests a chargeback debit, reserve deduction or set-off against its payout
A merchant escalates a settlement complaint through the published merchant escalation matrix

People in the process

MMerchant SupportProcess Owner
SSettlement OperationsParticipating Team
MMerchant RiskParticipating Team
LLegalParticipating Team

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.

Merchant Risk

Activate merchants only on a complete KYC file

For payment aggregators, bring the merchant's CKYCR record or due diligence, beneficial owners, settlement account, website and sanctions screening into one onboarding file. Merchant Risk can approve, condition or decline activation and keep unverified merchants off the escrow settlement list.

Merchant Risk

Verify merchant bank account changes before switching settlement

Tie each merchant change in ownership, business category, website or settlement account to the signed agreement, risk profile and fresh KYC and sanctions checks. Merchant Risk can re-rate the merchant and notify the acquiring bank before settlement moves, blocking account-change fraud.

Merchant Risk

Contain suspicious merchants and report them to FIU-IND

Compare a merchant's volumes, ticket sizes, refund and chargeback rates, payer patterns and linked merchants with the business it was approved for. Merchant Risk can decide holds, limits, suspension or termination on preserved evidence while Compliance files suspicious transaction reports on time.

FMC

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