First moves
Gather the file before responding.
When funds are held, the merchant usually wants to respond immediately. That is understandable, but the better first step is to gather the materials that explain the full account picture.
- The processor notice or email thread
- Recent merchant statements
- Website, checkout flow, refund policy, and support pages
- Recent chargeback, refund, or fulfillment context
- Any deadline or document request from the processor
OmmPay can review those materials and help the merchant understand what probably matters before the next response.
See Merchant Rescue