The Payments team sends out regular emails to merchants based on a variety of conditions. These are all manual emails sent by Jackson Oglesby for the time being but will eventually be automated. Each email is branded for the Brand it’s being sent from.

Any questions, concerns, or comments from merchants regarding these emails can be directed to Jackson.

• Negative Balance Example Email

  • Due to refunds and chargebacks, a merchant’s balance may go into the negative. Normally this balance is offset by their daily sales and no withdrawal is needed.

    <aside> 💡 Example: If a merchant processed a $100 refund early in the morning before they do any sales then their balance will be -$100. As they process sales, we will deduct that $100 from their sales until we make that money back.

    </aside>

  • When their account exceeds a negative balance of $500 we reach out to inform the merchant. If the balance isn’t naturally resolved within 5-10 business days then we proceed with a direct ACH withdrawal.

• Chargeback Example Email
  • When we receive notice that a new chargeback has taken place, we reach out to the merchant and notify them. That email contains information related to the chargeback and what evidence is needed to fight it.
• Fraud Alerts Example Email
  • Before a transaction takes place, it goes through a number of checks and automations to validate its legitimacy. Occasionally a transaction will get through that raises red flags after the fact. This can be due to that card carder submitting numerous chargebacks with other merchants, the card being reported as stolen, etc. The email we send out is to notify them of the suspicious transaction and to encourage them to avoid the transaction if possible.
• High Ticket Alert Example Email
  • Transactions over certain thresholds can carry additional risk for both the merchant and for us as the Processor. For this reason, we contact merchants about any transaction over $10,000 and request additional information so we can ensure it’s legitimacy.
• Welcome/Account Creation Example Email
  • We updated the Welcome/Account Creation email content based on feedback from our internal teams and from our merchants. The content now better highlights next steps and simplifies the overall process to create better efficiency and self-service. In addition, we've now broken out contact information in the footer allowing for Brands to insert different contact information for Support or Onboarding depending on their needs and processes.
• Account Reminder Example Email
  • We now send out a new email to merchants once a week (on Tuesdays) reminding them to submit their payments application. This happens when an account is created but has not yet been submitted their application pass or fail). This is in an effort to reduce the manual chasing that CSMs have to do to get merchants to submit their application. We can adjust the timing as we receive feedback from the teams.
• Account Approved  Example Email
  • We now send merchants an email when their application has been approved (when the account moves to the 'Enabled' status). In this email, we include a link to the brand's knowledgebase which can be customized by admins on the Platform Account page.
• Application Needs More Info Example Email
  • When a merchant submits their application and we're unable to automatically approve them, they used to receive an email informing them that something needs to updated about their account. The email was very generic and did not tell them what needed to be fixed. Now we tell the specific error message(s) and provide a link to update the application.
• Bank Failure Example Email
  • When a merchant adds a bank account that gets verified but still fails when we attempt to payout the funds. This email notifies them the funds failed and instructs them to update the account.

Negative Balance Email

Hello,

I am a risk analyst with <Brand Name>. We wanted to alert you that your account was flagged this morning due to a large negative balance totaling (____). Account balances operate on a ledger system. When a sale is made, the funds are credited to your processing account and then disbursed to your linked bank account.

Conversely, when a chargeback or refund is issued, the funds are debited from your processing account. If there are not enough funds from sales to cover refunds/chargebacks, the result is a negative balance. Per the terms of your Payment Services Agreement with Rain, you are liable for any outstanding negative balances. If you have migrated to a new payment processor, we will need the balance to be resolved before we can close this account.

To ensure your account is properly notated, please respond with the following:

• An explanation for the sudden drop in sales volume. If you are planning to return to Rain, when do you expect sales to resume? -Estimated total sales volume, average ticket, and largest high ticket expected in the next 12 months. -If this is a migration, how many additional refunds are you expecting to issue? (depending on the volume, we may need you to set up blind/detached credits with your new payment processor).

Due to the risks associated with keeping a dormant account open, we will need to close this account if you are not planning to resume processing in the next 2-3 days.

Thanks for your cooperation. Jackson Risk Analyst <Brand Details>

Chargeback

Hello,

I am a risk analyst with your payment processor <Brand Name>. We regret to inform you that we have received a chargeback claim from one of your customers regarding a recent transaction at your business location. As a part of our commitment to providing excellent customer service, we are reaching out immediately to address this matter and offer instructions on how to have the best chance at winning the dispute.

Transaction Details Date of Transaction: Last 4 Digits of Credit Card: Transaction Amount: Transaction ID: Reason for Chargeback: Due Date:

To increase the likelihood of a successful resolution in your favor, please consider the following steps: Review Internal Records: Conduct an internal investigation to verify the legitimacy of the transaction in question. Check your records, sales receipts, and any relevant information related to the purchase. Ensure the transaction was processed accurately and within the guidelines set forth by your store's policies

Communicate with the Customer: Reach out to the customer directly and inquire about the reason for the chargeback. Attempt to address any concerns or issues they may have had with the purchase. Open communication can often lead to amicable resolutions.

Provide Evidence: If you find that the transaction was legitimate, gather all relevant evidence to support your claim. This may include order confirmations, shipping and delivery details, and any other documentation demonstrating the fulfillment of the purchase. The more evidence you can provide, the stronger your case will be.

Respond in a Timely Manner: Time is of the essence in resolving chargeback disputes. Promptly respond to any communication from the payment processor, providing them with all necessary information within the specified timeframe. Please note that chargeback outcomes are decided by the shopper's bank, not by us. As the processor, we are here to help walk you through the complexity and time-sensitive nature of disputes to assist you with the best possible outcome.

Should you have any questions or require further assistance during this process, do not hesitate to reach out here. Thank you for your attention to this matter.

Thanks for your cooperation. Jackson Risk Analyst <Brand Details>