Who handles what after launch.
Synapto is your contact for payments. We help customers get started, investigate payment problems and keep your team updated. Your developers handle issues in your software, with us alongside for the payments questions.
Who takes the next step
Regulated decisions, and the financial responsibilities for disputes and refunds, sit with our regulated acquiring partner and are set out in the agreements.
When a payment fails
An illustrative example: a customer tells you a payment has failed. Step through how the two teams work it.
Stage 1 of 4
Find out what happened
Check the payment reference, status and time. Work out whether the problem is in the software or the payment itself. Keep card details and secret keys out of support messages.
Verification and ongoing risk
Verification before go-live does not remove the possibility of later checks, restrictions or holds. We explain the requirements and the escalation route, while the regulated acquiring partner makes decisions within its responsibilities.
The funds-flow explanation describes where money sits. It does not determine every regulatory obligation for your business. Your legal and risk teams should review the actual arrangement.
Agree support before going live
Before launch, we agree who you can contact, how to reach them, the hours covered and what happens when an issue needs more help. If you need particular response times or support hours, tell us while we are working out the plan.
Look at who uses payments and how they perform
We agree which customers and time period to measure, so we are comparing the same things. Then we write down what needs to change, who will do it and when we will check the result.
Who uses payments
- Who finishes onboarding
- Who starts taking payments
- Who keeps using them
How payments perform
Some failed payments cannot be recovered; the work is to understand why and act where we can.
- Payment failures and repeat attempts
- Disputes
- Costs
Plan support before you launch
Tell us how you support customers today. We work out who handles onboarding, payment questions and the problems that need more help.
- Book a payments reviewThirty minutes with a payments engineer on your volume and customers
- See what you could earnSix questions, and a rounded range from your own figures
- Read the documentationFor your developer: quickstart, API reference and webhooks
- Ask us a questionSend it to the team, and we reply by email
Questions before you proceed
Yes. Your team handles questions about your software, product decisions and customer relationship. Before launch, we set out how payment questions reach us and when we need help from your team, so customers can reach the right person.
Synapto. Our regulated acquiring partner provides the payment infrastructure, but your team comes to us for payment questions and support. We work with your developers where an issue involves your software.
Start with a payments review
Tell us how you support customers today and what your team needs from payments. We work out who handles onboarding, payment questions and problems that need more help.