Solutions / Tier 1 Acquirers
Resolve Merchant Queries at Scale. Without Adding Headcount.
Your merchant portfolio generates thousands of inbound support queries every month. Settlement discrepancies, chargeback notifications, payout calculations, reversal explanations. Basic servicing requests. These are not complex problems. They are repetitive, data-driven, and expensive to resolve manually. Pay Assist resolves them the moment they are raised. Free up your agents to deal with high value, retention-driving interactions, cutting wait times and boosting retention.
The pressure on acquirer operations teams has never been greater.
Tier 1 acquirers across the UK and Europe have significantly reduced operations headcount over the past two years. Many payments companies have restructured in response to margin pressure, rising infrastructure costs, and the need to compete with leaner, technology-first challengers.
Yet merchant query volumes have not fallen. Settlement and reconciliation queries, chargeback disputes, payout discrepancies, and terminal fault reports continue to arrive at the same rate. The gap between the resource available to handle them and the volume that needs handling is widening.
Pay Assist closes that gap. Not by adding headcount. By resolving the queries that live payment data already knows the answer to, automatically, in real time, at any volume, allowing your agents to focus on the high value interactions where they make a difference, and boosting merchant satisfaction.
The same questions. Every day. At scale.
Analysis of acquirer support queues consistently shows that the majority of inbound merchant queries fall into a small number of repeatable categories. Every one of them is resolvable with access to live settlement and transaction data.
| Query Type | Typical Share of Support Volume |
|---|---|
| Settlement and payout discrepancies | 25–30% |
| Chargeback and dispute status | 20–25% |
| Transaction, billing and authorisation queries | 15–20% |
| Reversal and refund explanations | 10–15% |
| Processing fee and billing enquiries | 10–15% |
| Terminal fault reporting | 5–10% |
Pay Assist resolves every category in this table without human intervention. Your operations team handles the exceptions. Pay Assist handles everything else.
Live data. Instant resolution. Full audit trail.
Data Integration
Pay Assist connects to your existing payments instruction files, transaction APIs and chargeback notification streams. Integration is via APIs, webhooks or SFTP batch ingestion, or directly to your partner acquirer. Your existing data flows remain unchanged.
Merchant Authentication
When a merchant calls or messages, Pay Assist authenticates the caller against your merchant records in real time. No manual verification. No hold time while an agent pulls up an account.
Live Query Resolution
Pay Assist queries your live payments data and delivers an accurate, auditable response. Settlement discrepancies are matched against remittance records. Chargebacks are cross-referenced against dispute notifications. Payout calculations are broken down line by line.
Escalation When Required
Queries that require human judgement, regulatory handling, or relationship management are escalated intelligently to your operations team with full context already captured. The receiving agent inherits the complete interaction record.
CRM and Reporting
Every interaction is logged and fed into your existing CRM. Resolution rates, query volumes, escalation triggers, and merchant satisfaction data are available in real time through your Pay Assist dashboard.
The query your merchants raise most. Resolved automatically.
The single most common merchant support query across every acquirer portfolio is a variation of the same question: why does my settlement not match my transaction volume?
The answer is always in the data. Processing fees, interchange costs, chargebacks, reversals, and timing differences between authorisation and settlement all contribute to the discrepancy. Pay Assist automatically reconciles transaction records against settlement instruction files, identifies the source of any mismatch, and explains it to the merchant in plain language.
No agent. No manual lookup. No callback required.
Built to the standards tier 1 acquirers require.
Pay Assist is architected for the compliance environment of financial services from the ground up. Every interaction is logged, encrypted, and auditable. Card data is never captured or stored through the voice or messaging layer.
Priced for scale. Structured for your P&L.
Pay Assist is available to tier 1 acquirers on a volume-based commercial model aligned to the number of merchants in your portfolio and the query volumes you need to resolve. White-label deployment under your brand is included as standard.
Revenue share arrangements are available for acquirers who wish to offer Pay Assist as a value-added service to their merchant portfolio.
Speak to our team about the commercial structure that fits your business.
Grow ARPU. Not Headcount.
Pay Assist can be resold or referred to your merchant portfolio under a revenue share arrangement. The product is verticalised — booking flows, payment taking, and vertical-specific integrations are available out of the box. Your merchants get a best-in-class AI support layer. You get a new revenue line and a stronger reason for them to stay.
- ✓Resell or refer with a rev share model
- ✓Verticalised flows for bookings, payments, and sector-specific use cases (clinics, hospitality, etc.)
- ✓White-label under your brand
- ✓No infrastructure build required
- ✓ARPU growth story — not just a cost saving
We Flag Problems Before Your Merchants Do
Pay Assist monitors reconciliation data in real time and flags discrepancies before they become merchant queries. Your team gets an alert. Your merchant gets a proactive call or message explaining what happened and what's been done. That's not just support — that's a fundamentally different relationship with your merchants.
- ✓Reconciliation issues caught before they hit your inbox
- ✓Proactive outreach to merchants — you're on their side before they even knew there was a problem
- ✓Transforms merchant perception of your acquirer from reactive to proactive
"We're on your side."
See Pay Assist Resolving Live Merchant Queries.
Book a technical demonstration with our payments integration team.
We will connect to your data environment and show you settlement query resolution, chargeback handling, and merchant authentication working in real time. Typical acquirer deployment: live within two to four weeks.
