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When Macropay is your Merchant of Record, we are the legal seller on every receipt — so we carry the tax, compliance, and chargeback liability for what moves through your account. Account reviews are how we hold up our side of that deal: they let us remit VAT and sales tax worldwide, satisfy our own KYC/AML obligations, and keep fraud and prohibited use off a platform we’re legally accountable for. In short, the review protects your payouts as much as ours. Most reviews wrap in under a week. Weekends and holidays can stretch that, but nothing sits in a queue indefinitely — every review gets worked and resolved.
Reviews exist because we’re the seller of record, not just a processor. The flip side of us absorbing your tax, PCI, and dispute liability is that we have to know who is selling what, to whom.

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The first-payout review

Before your initial payout clears, you’ll go through a one-time onboarding review. We reach out by email for three things:
1

Business survey

A short questionnaire about your company, your products, and how you intend to use Macropay. This is where AI and agent businesses describe their billing model — usage-metered, outcome-based, or agent-attributed — so we can underwrite the account correctly.
2

Identity verification (KYC)

A passport, national ID, or driver’s licence plus a selfie. The check runs automatically through Didit and usually clears in under a minute. Anything ambiguous is routed to our compliance team for a human look.
3

Supporting documents

Government ID, business registration, proof of address, and a tax certificate — uploaded straight into our KYC review queue. These never pass through a third party.
We’re required to run this check both to enforce our acceptable products & use policy and to meet the KYC/AML requirements that come with operating a licensed billing platform.
Submit upfront (coming soon). We’re building a flow to file all of the above before your first sale, so the initial payout clears the moment funds are available — no back-and-forth, no surprise hold.

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Continuous reviews

Onboarding is one checkpoint; monitoring never stops. We score every transaction across the platform in real time and trigger an asynchronous review when an account crosses certain cumulative-sales thresholds. Most of these close within a day or two and need nothing from you. You’ll get an email when a review opens. Payouts pause for the duration — but your customers see no change: checkout, subscriptions, and purchases keep working normally throughout. A review looks at three signals:

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Staying ahead of chargebacks

Card networks such as Visa and Mastercard treat a chargeback rate above 0.7% of sales as excessive. Cross it and you risk enrollment in costly monitoring programs, fines, and ultimately termination by the networks themselves. Because we’re the entity those networks hold responsible, we reach out before you approach that line — to collaborate on bringing the ratio down rather than react after the damage is done.

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Operational guidelines

A healthy MoR account comes down to three habits: answer your customers, test without real cards, and keep disputes low.

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Be responsive to customers

You own the customer relationship; we expect it to be well tended.
  • Keep ticket volume low. A rising rate of support tickets is itself a risk signal.
  • Reply within 48 hours whenever we loop you into a customer support thread.
    • Miss that window and we may refund the affected customer and issue you a warning.
    • Repeated non-response leads to offboarding.
  • Service quality counts. When we decide on any action, your support history and how you handle issues factor in.

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Never test with real cards

Charging a real card to “test” your own checkout is prohibited. It violates payment-provider terms, trips our review systems, and can get the card — or your account — flagged for card testing and blocked.
Test safely instead:
  • Sandbox first. Run all integration testing in our sandbox environment, which mirrors production without moving money.
  • Need a live end-to-end check? Use a free product or a 100% discount code so the full purchase-and-fulfilment flow runs without a real charge.

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Manage your chargeback ratio

We watch dispute rates closely on both sides of the transaction.
  • Internal threshold: 0.4%. We act before you reach the networks’ 0.7% ceiling, not at it.
  • Filing window: 120 days. A customer can dispute a charge up to 120 days after the original transaction.
  • If the trend turns bad, we collaborate first — but reserve the right to escalate, in order of severity:
1

Refund select transactions

Reverse the charges driving the risk.
2

Pause payouts pending review

Held until the 120-day chargeback window on the affected volume passes.
3

Pause future payments

Stop accepting new charges while we work the issue.
4

Block the account and refund customers

The last resort, used only when the above can’t contain the risk.
We don’t reach for these lightly and always try to mitigate first — but as the seller of record, proactive action is sometimes the only responsible move.
We also pull early chargeback signals from the card networks before a dispute is formally filed. Transactions below a set value are refunded automatically and any linked subscription is cancelled — heading off the dispute, and its $30 fee, before it lands.

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When acceptable-use policy is violated

Distinct from chargeback issues, a breach of our acceptable use policy follows its own path:
  • Processing is blocked and payouts are paused pending review.
  • We may run test transactions to confirm the account’s real behaviour.
  • On strong suspicion of fraud or deliberate abuse, the account is blocked immediately.
  • Otherwise we contact you and allow 48 hours to respond; no response may trigger refunds to affected customers, and we may pause future payments in the interim.
  • Where a sale broke policy, we have to cancel the subscription and refund it for compliance and risk reasons — done in collaboration with you wherever possible. Clear fraud, however, is blocked outright.

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FAQ

Growth means more reviews. We run continuous reviews at successive sales thresholds to keep the platform clean and fraud-free. This is standard across payment platforms and simply part of ongoing risk management — a second or third review is not a red flag.
Social profiles are part of identity verification and fraud prevention. They help us:
  • Confirm you’re a real business or creator with a genuine online presence
  • Understand the products and services you sell
  • Check alignment with our acceptable use policies
Accurate links speed the review along and demonstrate that your business is legitimate.
No. They’re used internally for verification and compliance only, never shown publicly. We treat all merchant information as confidential and use it solely for risk assessment and account review.
To confirm fulfilment matches your acceptable-use declaration, our team will usually ask for a 100% discount code by email. That’s our preferred route: it lets us walk the full path from unpaid to paid user ourselves and verify that access is granted automatically after purchase.Alternatively, send a screen recording that clearly shows the complete flow — unpaid user through to paid user — including how the product becomes accessible the moment the purchase completes.
1

Invite the new admin

Add them to the team under Settings > Members in the Macropay dashboard.
2

Have them verify identity

After they log in with that email, they complete identity verification under Finance > Account.
3

Clear pending payouts

Make sure no payout is in flight before the handover.
4

Confirm by email

The current admin emails support from their admin address to confirm the transfer.
For ownership changes with special circumstances, contact support@macropay.ai.