Is there an escalation matrix?

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Yes there is, it is provided in the contract. All our service level agreements are provided in the contract.

Updated: Apr 25, 2022

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How is settlement tracked as a merchant /Integrator?
Do the merchants and transactions within the aggregated settlement sweep advice have unique references that can be used for a quick search during recons on the integrator side?
Do you take direct service charge from merchants or from integrators?
Why is the sweep advice via GIP and not Swift?
Who will the merchants go to when an order is stuck in the “processing” state, Dreamoval recons team or an integrator’s recons team?
Will monies generated and swept funds be sent to the integrator or the merchant?
How will the recons and settlement team on the integrator side be able to access generated and settled sweep advice?
Can integrators initiate reversals and refunds?
Do customers of merchants have to be informed of the specific browser to use when making payments? To avoid lengthy verification processes?
What is the cut-off time for making settlements to integrators?