Merchant Appeals

WePay understands that from time to time, the decisions made during review can negatively impact you, the merchant. Should you feel that an adverse action was unwarranted or in error, such as a cancelled payment or the closure of your WePay account, you have the right to appeal the decision.

To appeal against a decision, our Trust and Safety team will require additional documentation to review your case. Please refer to the email you received regarding the adverse action for more information. You can also refer to the table below for details on the types of adverse action and the required documents to initiate an appeal.

If you feel there is any additional documentation or information that may support your case, please provide that as well. The more information you can provide, the better our Appeals Team will be able to evaluate your case and make an informed decision. Our Appeals Team reserves the right to request additional documentation or follow-up information to process your appeal request. We will not be able to review an appeal without the applicable documentation. Thank you for your understanding.

To appeal the case, please visit https://support.wepay.com/hc/en-us/requests/new and select “Merchant Appeals” from the dropdown.

 

Account Closure

Closed for High Risk
  • 3 months of previous processing statements, or 3 bank statements if processing statements unavailable.
    • We acknowledge that obtaining 3 months of statements may not always be feasible therefore we kindly request you to submit any available statements.
  • Proof of inventory, if applicable this can include a list of items that have been sold or any records of stock.
  • Detailed invoice or itemized receipt of your most recent transaction
    • Documentation of any communication or relationship between you and your customer. This can include email exchanges, messages, or any agreements made
  • It is important to include any further information or documentation that you believe would be valuable for our review. The more information you provide, the better our Appeals Team can evaluate your case and make an informed decision for instance, but not limited to:
    • Provide any information or documents that showcase your business’s registration with a regulatory body, if applicable.
    • Any publicly accessible information, like website, social media, or reviews pages. Please provide the URL links.
  •  

 

Payment Denied

Payment Denied
  • Description of payment or scope of work. If you are providing a service, it is helpful to include an estimated completion date.
  • Documentation of any communication or relationship between you and your customer. This can include email exchanges, messages, or any agreements made. Invoice signed by payer; receipt or tracking information for goods; contract for recurring business relationships.
  • Proof of inventory, if applicable, this can include a list of items that have been sold or any records of stock.
  • Detailed invoice or itemized receipt of your most recent transaction
    • Include payer name, address, contact number and full services done/ or items purchased

 

Please be advised that as WePay is not responsible for the outcome of a chargeback, we unfortunately cannot appeal the result. This decision is the purview of the customer’s credit card issuer. If you have questions regarding chargebacks, we advise referring to this article.

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