Merchant Appeals

Charlie

September 14, 2020 14:32

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 the case, please send an email to merchantappeals@wepay.com. Our team will be able to begin the process here, which generally takes 3 business days from submission.

Appealing the decision will always require some additional documentation so that our Trust and Safety team may review your case. Please review the email sent notifying you of the adverse action, then refer to the table below for more details on the types of adverse action and the documents required to begin 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 provided with your appeal will help our Appeals Team thoroughly evaluate your case.

Our Appeals Team reserves the right to request additional documentation or follow-up information in order to process your appeal request. We will not be able to review an appeal without the applicable documentation. Thanks for your understanding.

Account Closures

Closed for High Risk	6 months merchant processing statements, or bank statements if unavailable Proof of inventory, if applicable Any information demonstrating your business’s registration with a regulatory body, if applicable Any public-facing information, such as a website, social media, or reviews page
Closed for Prohibited Activity Under Terms of Service	6 months merchant processing or bank statements, or bank statements if unavailable Any documentation demonstrating that you are not processing payments for the specified activity. Please refer to section 7 of our Terms for more details

Payment Denied

Payment Denied for High Risk	Description of payment, or scope of work; estimated completion date if a service Invoice signed by payer; receipt or tracking information for goods; contract for recurring business relationships Proof of inventory, if applicable Documentation of communication or relationship between you and your customer
Payment Denied for Prohibited Activity Under Terms of Service	Description of payment, or scope of work; estimated completion date if a service Evidence the payment was not for the cited prohibited activity per section 7 of our Terms

Please be advised that as WePay is not responsible for the final 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.