Worldpay Risk Review PaySimple – Steps to resolve a review and have funds released

Worldpay Risk Review PaySimple – Steps to resolve a review and have funds released

  1. Worldpay is the backend processor connected to most My Best Practice accounts via the PaySimple integration.
  2. If Worldpay identifies abnormal payment activity with your account, they will email merchants to ask a few questions and/or request documentation to validate transactions.
    1. Deposits are usually paused during the review.
    2. Abnormal payment activity is defined as:
      1. Duplicate payments (aka split transactions)
        1. Multiple payments on the same card, same day
      2. Higher than normal transaction amounts
      3. High rate of refunds or chargebacks
  3. In most cases, the Risk Analyst will identify the transactions in question by date, partial card number and amount. This information should be used to find the corresponding transactions in My Best Practice or PaySimple.
  4. The Risk Analyst will also request supporting documentation such as:
    1. Three (3) most recent bank statements
    2. Invoices containing the cardholder’s name and billing address
    3. Contractual agreements between you and the cardholder (treatment plan/agreement)
  5. It’s best to prioritize gathering these documents from your bank and the My Best Practice software (invoices) and send them back directly to the Analyst. You can easily encrypt the email response with most email services.
    1. Gmail
    2. Outlook
    3. Proton
  6. Make sure to also answer each of the questions. If asking about “split payments”, you can answer that multiple invoices for a single customer were closed out and paid for on the same day with the same card. Make sure to also provide the corresponding invoices showing that services were provided on different dates.
  7. If you have questions or are unsure how to proceed, contact the Care Team @ 800-466-0992 opt 2 for assistance.

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