Solutions / Payment Facilitators
Give Your Sub-Merchants Instant Answers. Without Building a Support Team.
As a payment facilitator you own the relationship with your sub-merchants. When they have a question about their payout, a disputed transaction, or a reconciliation discrepancy, that query lands with you. Pay Assist resolves it before it becomes a support ticket.
You took on the merchant relationship. The query volume came with it.
The payment facilitator model gives software platforms and marketplaces the ability to onboard merchants quickly, control the payment experience, and capture a share of transaction revenue. It also transfers the merchant support burden from the acquirer to you.
Sub-merchants expect fast, accurate answers to their payment queries. They do not distinguish between a question about their payout and a question about your platform. To them, it is all one product. And when the answer is slow or inaccurate, the relationship suffers.
Pay Assist sits between your platform and your sub-merchant base, resolving data-driven queries in real time so your team can focus on growth, not support queues.
Predictable questions. Expensive to answer manually.
| Query Type | Typical Share of Support Volume |
|---|---|
| Payout timing and calculation queries | 25–30% |
| Settlement and reconciliation discrepancies | 20–25% |
| Chargeback and dispute status | 15–20% |
| Refund processing and confirmation | 10–15% |
| Transaction history and authorisation lookups | 10–15% |
| Payment link generation and invoice queries | 5–10% |
Every query in this table is resolvable with access to live sub-merchant settlement and transaction data. Pay Assist resolves them automatically, at any volume, with no human agent required.
Integrated into your platform. Invisible to your customers.
Platform Integration
Pay Assist connects to your existing PayFac infrastructure via REST API and webhook. Sub-merchant transaction data, settlement records, remittance feeds, and chargeback notifications are ingested in real time. Sub-merchant data is segmented and secured at the entity level throughout.
Customer Authentication
When a customer calls or messages, Pay Assist authenticates the caller against your customer records instantly. No hold time. No manual account lookup.
Reconciliation and Live Query Resolution
Pay Assist queries live settlement and transaction data and delivers an accurate, auditable response. Payout discrepancies are reconciled against remittance records. Chargebacks are cross-referenced against dispute notifications. Refund status is confirmed in real time.
Payment Link Generation
Pay Assist enables your merchant customers to generate secure, tokenised payment links for their own end customers, delivered by SMS, WhatsApp, or email. This can be offered as a resellable "[Vertical] Assist" product under your brand. No card data is captured or stored through the voice or messaging layer.
Escalation and Handoff
Queries requiring human judgement are escalated to your operations team with full interaction context already captured. No repeat verification. No lost information.
The question your customers ask most. Answered automatically — and flagged before they ask.
Why does my settlement not match my transaction volume? It is the most common query across every PayFac customer portfolio, and 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 customer transaction records against settlement instruction files, identifies the source of any mismatch, and explains it in plain language.
Proactive beats reactive.
Pay Assist can flag reconciliation gaps, chargeback notifications, and settlement anomalies before your customers call. Issues are surfaced into a queue so your team can reach out proactively — turning a potential complaint into a demonstration of service quality.
Transparency retains merchants. Pay Assist delivers transparency.
Customer churn in the PayFac model is frequently driven not by pricing but by poor visibility into payment data and poor support. Merchants who cannot get a clear answer about their payout, their chargebacks, or their reconciliation position look for a platform that will give them one.
Pay Assist gives your sub-merchants instant, accurate answers at any time of day. That level of transparency positions your platform as the most responsive and trustworthy in your market, and it shows directly in retention metrics.
Your brand. Your platform. Powered by Pay Assist.
Pay Assist deploys under your brand as standard. Your sub-merchants interact with your product. They see your name, your interface, and your support experience. Pay Assist powers it behind the scenes.
Full customisation is available across voice agent persona, messaging templates, escalation workflows, and dashboard branding.
PCI DSS compliant. Sub-merchant data secured at entity level.
Pay Assist is architected for the compliance requirements of the PayFac model. Sub-merchant data is segmented and isolated at the entity level. Card data is never captured or stored through the voice or messaging layer. All payment actions are handled via secure, tokenised payment link generation.
Grow ARPU. Not Headcount.
Pay Assist can be resold or referred to your merchant customers 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 PayFac from reactive to proactive
"We're on your side."
See Pay Assist Working Inside a PayFac Environment.
Book a technical demonstration with our payments integration team.
We will show you sub-merchant query resolution, reconciliation intelligence, and payment link generation working against live data. Typical PayFac deployment: live within two to four weeks.
