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Emails are regularly sent to our business account holders based on a variety of conditions. Permission assigned to the user will determine what emails we send. For example, we will send emails about any issues with the payout or bank account to all users with the Edit Bank Account permission.

System Email Messages

Below is a list of potential emails you might receive from the Payments system, with explanations of what they mean. In the section on Sample Emails below, you can see example emails of each type. 

Negative Balance

This email is sent if your balance has gone into the negative. This is usually caused by excessive refunds or chargebacks. Normally this balance is offset by your daily sales and a withdrawal is not needed.        

Example: If your account processed a $100 refund early in the morning before any sales have been made then your balance will be -$100. As you process sales, the revenues will reduce the negative amount and eventually bring it positive.

If your account exceeds a balance of -$500 we will reach out to inform you of the deficit. If the balance isn’t naturally resolved within 5-10 business days through normal transactions then we will proceed with a direct ACH withdrawal to recover the funds and bring your account back to a positive standing. Notification of the withdrawal will be sent to you if that occurs.

Chargeback

When we receive notice that a new chargeback has taken place, an email will be sent to all users that have the administration permission assigned to their user ID. The email contains information related to the chargeback and what evidence needs to be uploaded.

Fraud Alerts

Before a transaction takes place, it goes through a number of automated checks to validate its legitimacy. Occasionally a transaction will go through but will later raise red flags. This can be due to that card holder submitting numerous chargebacks with other merchants, or the card being reported as lost/stolen. The email we send out is to notify you of the suspicious transaction and to encourage you to avoid the transaction if possible.

High Transaction Alert

Transactions over certain thresholds can carry additional risk for both you and us as the Processor. For this reason, we contact merchants about any transaction over $10,000 to request additional information for added validation and security.

Welcome / Account Creation

An email is sent to the user that is set as the administrator, welcoming them and providing a link to access the online application to complete.

Account Reminder

A follow-up email is sent out on Tuesdays reminding you to complete the application if it is still in an Incomplete status.

Account Approved

An email will be sent out to the administrator to advise that the account has been approved and is ready to be used. It will also contain a link to access the Payment Portal.

Application Needs More Info

When you submit your application and it isn’t automatically approved, an email is sent to the administrator advising that additional information is needed. A link is provided for easy access to the application so you can correct the information or add a document upload for additional validation.

Bank Failure

When a bank account that is verified but is still failing when a payout is sent, an email is sent to the administrator advising of the problem with sending the funds to the bank account on file.

Sample Emails

Negative Balance Email

Hello,

I am a risk analyst with . We wanted to alert you that your account was flagged this morning due to a large negative balance totaling (____).  Account balances operate on a ledger system. When a sale is made, the funds are credited to your processing account and then disbursed to your linked bank account.

Conversely, when a chargeback or refund is issued, the funds are debited from your processing account. If there are not enough funds from sales to cover refunds/chargebacks, the result is a negative balance. Per the terms of your Payment Services Agreement with , you are liable for any outstanding negative balances. If you have migrated to a new payment processor, we will need the balance to be resolved before we can close this account.

To ensure your account is properly notated, please respond with the following:
- An explanation for the sudden drop in sales volume. If you are planning to return to , when do you expect sales to resume?
-Estimated total sales volume, average ticket, and largest high ticket expected in the next 12 months.
-If this is a migration, how many additional refunds are you expecting to issue? (Depending on the volume, we may need you to set up blind/detached credits with your new payment processor.)

Due to the risks associated with keeping a dormant account open, we will need to close this account if you are not planning to resume processing in the next 2-3 days.

Thanks for your cooperation.

The default batch time for accounts is set to Midnight (in your local time zone), making it easier to match payouts with POS reporting. The Batch close time can be adjusted by contacting our support team at the phone number at the bottom of this article and making a request to have it updated. Available Batch times range from Midnight to 7 AM. Choose a time that aligns with your business hours and needs. For example, a business open until 2 AM may prefer a 3 AM batch close time to better align with their business hours.

Chargeback

Hello,

I am a risk analyst with your payment processor . We regret to inform you that we have received a chargeback claim from one of your customers regarding a recent transaction at your business location. As a part of our commitment to providing excellent customer service, we are reaching out immediately to address this matter and offer instructions on how to have the best chance at winning the dispute.

Transaction Details
Date of Transaction:
Last 4 Digits of Credit Card:
Transaction Amount:
Transaction ID:
Reason for Chargeback:
Due Date:

To increase the likelihood of a successful resolution in your favor, please consider the following steps:
Review Internal Records: Conduct an internal investigation to verify the legitimacy of the transaction in question. Check your records, sales receipts, and any relevant information related to the purchase. Ensure the transaction was processed accurately and within the guidelines set forth by your store's policies

Communicate with the Customer: Reach out to the customer directly and inquire about the reason for the chargeback. Attempt to address any concerns or issues they may have had with the purchase. Open communication can often lead to amicable resolutions.

Provide Evidence: If you find that the transaction was legitimate, gather all relevant evidence to support your claim. This may include order confirmations, shipping and delivery details, and any other documentation demonstrating the fulfillment of the purchase. The more evidence you can provide, the stronger your case will be.

Respond in a Timely Manner: Time is of the essence in resolving chargeback disputes. Promptly respond to any communication from the payment processor, providing them with all necessary information within the specified timeframe. Please note that chargeback outcomes are decided by the shopper's bank, not by us. As the processor, we are here to help walk you through the complexity and time-sensitive nature of disputes to assist you with the best possible outcome.

Should you have any questions or require further assistance during this process, do not hesitate to reach out here. Thank you for your attention to this matter.

Thanks for your cooperation.

Fraud Alert

Hello,

I am a risk analyst with your payment processor Payments. We wanted to forward you a notification of fraud alert from our issuing bank regarding a recent transaction on your account. Per our issuing bank, a Notification of Fraud is not a dispute and has no direct financial consequences, however it is possible that this transaction can become a chargeback, especially if not refunded.

Suggested actions:
• Do not send the goods or provide the services.
• Block the shopper and/or issue a refund from the Payment details page.

Here are the transaction details. We ask that you review them in your payment dashboard and then take the recommended actions listed above.

Transaction Date:
Last 4 Credit Card Digits:
Transaction Amount:
Notification Reason:
Transaction ID:

Thanks for your cooperation.

High Transaction Alert

Hello,

I am a risk analyst with your payment processor, Payments. This morning, your account was flagged in our system due to a high-risk payment over $10,000. After review, it appears that the order was preceded by two failed attempts and shows a failed AVS check. While this does not confirm fraud, we ask that you review the following transaction details and confirm If this was a legitimate purchase:
Transaction Details:
Date of Transaction:
Last 4 Digits of Credit Card:
Transaction Amount:
Transaction ID:

Additionally, for any orders over $10,000 moving forward, we ask that you take the following actions: 

• Get a picture of the shopper's ID to make sure it matches the name on the cc card (bare minimum).

• Create terms of service/agreement to have them sign saying that they agree it was installed to their satisfaction and that they take responsibility for it (bare minimum).

• Take pictures of the product after it's been installed showing no damage or issues (bare minimum).

Thanks for your cooperation.

Welcome / Account Creation

Dear [Customer's Name],

Thank you for choosing Payments! We're thrilled to have you on board and can't wait for you to start processing payments.

To kick start this journey, all you need to do is complete the application for a merchant processing account through our Payments Portal. We've already taken the liberty of pre-filling some details for your convenience. Just click the button below to set up your password and provide the remaining information about you and your business.
[Button that links to onboarding application]

Once your application is complete, you'll gain access to our Payment Portal. This powerful tool offers a myriad of features, including real-time transaction statuses, deposit and fee information, user management, and more.

If you have any questions, or if you feel you received this email by mistake, please let us know.

Account Reminder

Dear [Customer's Name],

We noticed that you recently signed up for a merchant account with however it seems that your application has not yet been completed.

Submitting your merchant application is a required step for you to start processing payments.

We've already pre-filled some of the details and it should not take more than a few minutes to complete. Just click the button below to get started so we can activate your merchant processing account.
[Button that links to onboarding application]

We're here to assist you every step of the way so if you have encountered any difficulties or have questions regarding the application process, please don't hesitate to reach out to our team.

Account Approved

Dear [Customer's Name],

We are pleased to tell you that your merchant processing account with has been approved. If you’re processing in-store, please use our to learn how to pair your payment terminals and enable processing within the software. From there, you’re ready to begin accepting payments.

If you have any questions, or if you feel you received this email by mistake, please let us know.

Application Needs More Info

Dear [Customer's Name],

Our underwriting team reviewed your application and needs you to update your application or upload additional documents as listed below to proceed:

[List of Error Codes][Button that links to onboarding application]

We appreciate your timely response to the above request so that we can expedite your application.

If you have any questions, or if you feel you received this email by mistake, please let us know.

Bank Failed

Dear [Customer’s Name],

We are writing to inform you that we recently attempted to process your payout, but unfortunately the bank account details provided appear to be invalid, resulting in a failed transaction. To ensure you receive your funds promptly, please update your bank account information at your earliest convenience.

You can resolve this issue by following these steps:
- Log into your account by clicking the button below.
- Click on the 'Account' link in the menu at the top-right of the page, then select 'Profile'.
- Scroll down to the 'Bank Accounts' section and update your bank account details by pressing the edit button.

[Update Bank Details] button

Once you have updated your information, we will promptly retry the payout.

If you have any questions, or feel you have received this by mistake, please let us know.

Related Topics

Payment Portal

Frequently Asked Questions

Q: I have a question, but I can't find my answer here, how do I get more assistance?

A: If you need immediate assistance, the team is available 24/7. Feel free to contact our support team at: 877-752-0625. Or you can email us at support@marktpos.com and we will respond within 24-hours.