> ## Documentation Index
> Fetch the complete documentation index at: https://docs.macropay.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Account reviews

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.

<Note>
  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](/merchant-of-record/acceptable-use) is that we have to know who is
  selling what, to whom.
</Note>

## 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:

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

We're required to run this check both to enforce our [acceptable products &
use](/merchant-of-record/acceptable-use) policy and to meet the KYC/AML
requirements that come with operating a licensed billing platform.

<Info>
  **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.
</Info>

## Continuous reviews

<a id="continuous-reviews-async" />

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:

| Signal                        | What we're checking                                                |
| ----------------------------- | ------------------------------------------------------------------ |
| **Transaction risk scores**   | Patterns across your historic sales                                |
| **Refund & chargeback ratio** | Disputes and refunds as a share of volume                          |
| **Next review threshold**     | The sales level that should trigger the next look, given the above |

### 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.

## Operational guidelines

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

### 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.

### Never test with real cards

<Warning>
  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.
</Warning>

Test safely instead:

* **Sandbox first.** Run all integration testing in our [sandbox
  environment](/merchant-of-record/acceptable-use), 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.

### 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:

<Steps>
  <Step title="Refund select transactions">
    Reverse the charges driving the risk.
  </Step>

  <Step title="Pause payouts pending review">
    Held until the 120-day chargeback window on the affected volume passes.
  </Step>

  <Step title="Pause future payments">
    Stop accepting new charges while we work the issue.
  </Step>

  <Step title="Block the account and refund customers">
    The last resort, used only when the above can't contain the risk.
  </Step>
</Steps>

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.

<Note>
  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.
</Note>

### When acceptable-use policy is violated

Distinct from chargeback issues, a breach of our [acceptable use
policy](/merchant-of-record/acceptable-use) 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.

## FAQ

<AccordionGroup>
  <Accordion title="Why is my account under review again?">
    Growth means more reviews. We run [continuous
    reviews](#continuous-reviews-async) 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.
  </Accordion>

  <Accordion title="Why do you ask for my social media in settings?">
    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](/merchant-of-record/acceptable-use)

    Accurate links speed the review along and demonstrate that your business is
    legitimate.
  </Accordion>

  <Accordion title="Are my social media settings public?">
    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.
  </Accordion>

  <Accordion title="Why do you want a recording — or a discount code — showing the product working?">
    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.
  </Accordion>

  <Accordion title="How do I change the admin of an organization?">
    <Steps>
      <Step title="Invite the new admin">
        Add them to the team under `Settings` > `Members` in the Macropay
        dashboard.
      </Step>

      <Step title="Have them verify identity">
        After they log in with that email, they complete identity verification
        under `Finance` > `Account`.
      </Step>

      <Step title="Clear pending payouts">
        Make sure no payout is in flight before the handover.
      </Step>

      <Step title="Confirm by email">
        The current admin emails support from their admin address to confirm the
        transfer.
      </Step>
    </Steps>

    For ownership changes with special circumstances, contact
    [support@macropay.ai](mailto:support@macropay.ai).
  </Accordion>
</AccordionGroup>