Solutions / Independent Sales Organisations
Support Your Merchant Portfolio Without Building a Support Function.
You win merchants on relationship. You retain them on service. Pay Assist gives your entire merchant portfolio access to intelligent, real-time payment query resolution without you needing to hire, train, or manage a support team.
Your merchants have questions. Your margin does not cover a support team.
The ISO model is built on distribution. You bring merchants to the acquirer, you earn on volume, and you own the ongoing relationship. What the model was not designed to absorb is the support burden that comes with that relationship.
Merchants call their ISO when they have a question about their payout. They call when a transaction does not look right. They call when a chargeback lands and they do not understand why. They call when their terminal stops working on a busy Saturday afternoon.
Every one of those calls costs you time and resource you were not compensated to provide. And every one that goes unanswered costs you a merchant.
Pay Assist resolves those calls automatically, using live payment data, with no human agent required on your side.
High volume. Low complexity. Expensive to handle manually.
| Query Type | Typical Share of Support Volume |
|---|---|
| Settlement and payout discrepancies | 25–30% |
| Chargeback and dispute status | 20–25% |
| Transaction status and history | 15–20% |
| Reversal and refund explanations | 10–15% |
| Processing fee and billing enquiries | 10–15% |
| Terminal fault reporting | 5–10% |
None of these queries require a human to resolve. They require access to live payment data. Pay Assist provides that access and delivers the answer the moment the query is raised.
Plug in. Switch on. Your merchants get answers.
Data Integration
Pay Assist connects to your acquirer's settlement instruction files, remittance data, transaction feeds, and chargeback notifications via API, webhook, and SFTP. Your existing data flows remain unchanged. No infrastructure overhaul required.
Merchant Authentication
When a merchant in your portfolio calls or messages, Pay Assist authenticates the caller against your merchant records in real time. Instant verification. No hold time.
Live Query Resolution
Pay Assist queries live settlement and transaction data and delivers an accurate, auditable answer. Settlement discrepancies are reconciled automatically. Chargebacks are explained with full dispute context. Payout calculations are broken down line by line.
Payment Link Generation
Where a query results in a payment action, Pay Assist generates a secure, tokenised payment link and delivers it by SMS, WhatsApp, or email. Outstanding invoices and balance queries are resolved in a single interaction.
Escalation When Needed
Queries that require human involvement are escalated to your team or your acquirer's operations desk with full context already captured. Your merchants never have to repeat themselves.
Turn support into a competitive advantage.
Most ISOs in the market offer broadly similar pricing, similar terminals, and similar onboarding. The differentiator is service. Merchants who get fast, accurate answers to their payment queries stay longer, refer more, and are significantly harder for a competitor to poach.
Pay Assist gives you a tangible, demonstrable service advantage that you can lead with in every new merchant conversation. Not a promise of better service. A live product you can show them.
Your merchants see your product. We power it.
Pay Assist deploys under your brand as standard. Your merchants interact with your support experience, your voice agent persona, and your messaging. Pay Assist operates invisibly behind it.
Full customisation across voice agent identity, messaging templates, escalation workflows, and reporting dashboards. Your brand. Your relationship. Our infrastructure.
Give your merchants visibility into their own payment data.
Beyond query resolution, Pay Assist provides your merchant portfolio with structured access to their settlement, remittance, and transaction data. Merchants who can see their own data clearly raise fewer queries, dispute fewer chargebacks, and reconcile faster.
Pay Assist surfaces that data through voice, messaging, and a merchant-facing dashboard, all under your brand, all powered by your acquirer data feeds.
Enterprise-grade compliance. ISO portfolio ready.
Pay Assist is PCI DSS compliant throughout. Card data is never captured or stored through the voice or messaging layer. All payment actions are handled via secure, tokenised payment link generation. Every interaction is logged and auditable.
Grow ARPU. Not Headcount.
Pay Assist can be resold or referred to your merchants under a revenue share arrangement. The product is verticalised — booking flows, payment taking, and vertical-specific integrations are available out of the box. Turn your support problem into a product your merchants pay for.
- ✓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 ISO from reactive to proactive
"We're on your side."
