🚩Identifying Customers at Risk of Leaving PayFac

Purpose

Help support teams recognize and escalate early signals that a customer may be dissatisfied with payment products, so we can reduce churn and improve retention.

🔑 Key Words & Phrases to Flag

When customers use language like this, it’s a strong indicator of risk:

Cost / Fees Concerns

• “Too expensive”
• “High fees / hidden charges”
• “Cheaper options elsewhere”

Service / Performance Issues

• “Slow payouts”
• “Declines / failed transactions”
• “Unreliable / downtime”

Frustration / Dissatisfaction

• “This is unacceptable”
• “Not working for my business”
• “Looking for alternatives”

Retention Red Flags

• “Switching providers”