1. Customer Submits Retrieval Request A retrieval request is a demand for additional information, which may precede a dispute. A retrieval request occurs when a shopper asks their issuing bank for detailed information about a specific transaction on their account. The shopper usually makes a retrieval request because they don’t understand or recognize the charge, or because they suspect fraud on their account. The shopper’s issuing bank will then request proof of what occurred in the transaction.
Chargebacks with Stripe have some unique factors due to the requirements of our integration through Stripe connect. For details on disputes in general, Bolt’s Dispute Process.
When a shopper places an order, the transaction information is sent to the issuing bank for authorization. The issuing bank will decide whether to decline the authorization or accept the authorization.
Any information directly pertaining to an order, or a customer should be treated as confidential.
Bolt may provide you with information regarding fraud signals, disputes or other processing details related to an order. All of this information should be considered strictly confidential and not shared with anyone outside of your company, including the customer associated with the order.
To see our complete library of support articles and easily track your support tickets, you’ll need to create a Bolt Support Account. Note that your account requires a separate username and password from your Bolt Merchant Dashboard account. Navigate to the help center and select “Sign in” in the top right corner of the screen. If you are new to Bolt and have never submitted a support ticket, click Sign Up to create a new account.
Every order which passes through Bolt Checkout undergoes Bolt’s Fraud Review process; there are three major steps in the Fraud Review process: the shopper pays, the order is checked by our fraud engine, and then the order is analyzed by Bolt’s Fraud Team.
A funding withdrawal is the removal of funds from an account. Funds will be withdrawn from your bank account if the amount of refunds for a day exceeds the revenue for that day.
Bolt follows industry-standard practices for settlement and funding. The typical process takes approximately two days from order placement to availability, and works as follows:
Data security and customer privacy are crucial to every online business. An especially important goal is to secure and protect the credit card information of your customers. In 2006, to help achieve this goal, American Express, Discover, JCB International, MasterCard, and Visa Inc. created the Payment Card Industry Security Standards Council (PCI SSC). Working together, these five major card companies created the PCI Data Security Standard (PCI DSS). The PCI DSS is an information security standard for organizations that access, handle, process, or store credit card information. The PCI Standard is industry mandated and administered by the PCI SSC.
The following goods and services categories are either prohibited or require approval before partnering with Bolt. Contact a Sales or Customer Service Representative if you have questions about a category that is either not listed or requires approval. Merchant Categories A-C Category of Goods/Services Status “Negative option” marketing, renewal, or continuity subscription practices; marketing activities involving low-dollar trails, “pay only for shipping,” and/or “free trial” periods after which a credit card is charged periodically and/or a significantly larger amount Prohibited Adult entertainment and/or adult content websites, including Electronic Commerce adult content (videotext) merchants that may include MCCs 5967, 7273 and 7841 Prohibited Age Restricted Products or Services Requires Approval Aggregation or factoring, whether licensed or unlicensed Any Submerchant where the anticipated % of International Card Sales is expected to be greater than 20% of total sales Requires Approval Auto Dealerships, new and used when accepting loan payments (loan payments on a Visa branded Credit Card are Prohibited) Requires Approval Bail Bond Services or Bankruptcy Lawyers Requires Approval Beastiality Prohibited Bidding Fee Auctions (e.
Once a refund has settled, it can take up to 7 days for the refund to show up on the customer’s statements. The speed at which the refund appears on the statement is fully dependent on the customer’s card issuer.
Settlement is the process of managing electronic payment transactions so they can clear and be funded. When a payment is submitted, it is sent to the issuing financial institution for authorization. At this stage, the transaction is said to be unsettled and will be added to your unsettled balance. Card issuers require a daily confirmation (via a settlement batch) for all transactions.
The Bolt Support team is available on weekdays, Monday through Friday, from 8:30 AM - 9:00 PM ET. You can contact a Bolt support representative by chat, email, or ticket submission.
Merchants can examine their transaction feed to gather information about its status, shopper, and why it was or was not approved. This guide applies information found in the View Order Rejection Reasons guide and the Fraud Review Process reference article to real-world scenarios.
The minimum transaction amount allowed with Bolt is $0.50. The fees could result in a negative order amount being applied to your balance, so we block these transactions to prevent our merchants from losing money on an order.