What access do we hand over if operations are outsourced?

Read access first. Transaction search, logs, and the provider admin console are opened to the scope intake and diagnosis need. Executing a refund or changing a rule is granted separately, once the approval path is agreed.

Can we keep our current PG contracts?

Yes. We usually design the integration and operating procedures around the contracts already in place, and when fee or settlement-cycle terms change, only the reconciliation rules need to be re-aligned.

How are security and compliance handled?

By default we store no card data and use provider tokens instead. Data retention scope and access rights are defined at design time, and processing records and access logs are kept as the evidence each standard requires.

Who operates it after the build?

You can run it in-house, jointly, or hand it to us. In every case you receive the reconciliation rules, the incident runbook, and the provider escalation contacts, so the procedure survives a change of owner.

When can settlement differences be explained?

We configure reports and detection rules to explain differences at T+1. Transaction states for authorization, cancellation, refunds, and settlement are aligned with reconciliation rules so the origin of a difference can be traced.

Which permissions are needed when operations are delegated?

Read access comes first. Transaction views, logs, and provider administration are opened only to the scope needed for intake and diagnosis. Refund execution and rule-change permissions are assigned after approval procedures are defined.

How are scope and duration decided?

We share the findings from the first stage, then agree scope and schedule on that basis before delivery. A finished request for proposal is not required: the current environment and the outcome you want are enough to start.

Payment Operations

A payment operations service that runs intake through resolution as one procedure, so payment enquiries stop bouncing between teams.

Payments
Integration
Operations
Risk response

Inquire about a project Get the service brief

01Overview

Service overview

Payment Operations runs transaction monitoring, incident response, cancellations and refunds, disputes, and provider coordination as one team procedure. The check order for each symptom and the wording sent to the customer are agreed in advance. Where another team already owns the integration, operations can be taken on its own.

02Who it fits

Where it fits

Organizations where payment issues bounce between support and engineering

First-line checks and the handover threshold are set per symptom, so whoever takes the call finishes the first judgement.

Operations teams needing standards for incidents, refunds, and disputes

Refund authority and dispute deadlines are pinned down in writing, so handling no longer varies with who picks it up.

Leaders managing payment quality as a service metric

Authorization failure reasons and enquiry handling time go into one standing report that points at what to fix next.

03What we deliver

Scope of delivery

Transaction monitoring and alerts

Authorization failures and error trends are watched per provider, and the owner is notified when they leave the expected band. A provider-side outage is told apart from a problem with one payment method before the enquiries arrive.

Incident, refund, and dispute runbooks

The check order, the customer message, and how to file with the provider are written down per situation and followed as written. A change of handler does not change the sequence, and replies go out within the deadline set for them.

Provider coordination and service review

Incident history, authorization failure reasons, and improvement requests are compiled onto one page and discussed with providers on a schedule. Each session opens with the status of the previous items, so a request does not get buried in the ticket history.

Service brief

One page covering scope and the deliverable at each stage.

Get the service brief

How the service works

From transaction alerts to response and provider review

Follow symptom-based checks to establish transaction status and handle incidents, refunds and recurring issues.

How the service works

Monitor transactions and alerts
Diagnose state and follow runbooks
Review issues with payment providers

04Why this way

Points of difference

Each point lists the deliverable that backs it.

Diagnosis paths drawn on the transaction state map

A payment enquiry reaches the desk as a symptom and nothing more, so someone has to decide what to look at first. For each symptom — abandonment at the payment window, a failed authorization, a missing notification — the screen to open first, the criteria to apply, and who it goes to next are marked directly on the transaction state map. A symptom the map does not cover gets its path added on the spot, and goes to the integration team as a design change.

Backed by

Transaction state map and RACI
Integration spec and exception design

Client work · Artist platform

Artist platform, company A — point top-up and management

Top-up, spending, and balance were settled into one state model and attached to the running service.

Learn more

An operating loop that reaches provider review

Toss Payments is a partner, and domestic PGs and local wallet payments are handled alongside. Where an incident gets filed, and what evidence a dispute requires, differs from provider to provider. The runbook records that difference per provider, and the leftovers from reconciliation and the anomaly alerts come in through the same intake. Recurring items do not end as individual tickets; they go on the agenda for the next provider review.

Backed by

Reconciliation rules and runbook
Settlement report template and anomaly rules

Client work · AI character chat

AI character chat, company M — payment integration

Authorization, cancellation, and refund states were fixed first, and the provider was connected on top of them.

Learn more

05How to start

From first call to kickoff

Every stage ends with an agreed scope and a deliverable in your hands.

Step 01

Map the transaction

We write out every transaction state and its owning team from authorization through cancellation, refund, and settlement in one state map.

DeliverableTransaction state map and RACI

Step 02

Integrate safely

We build the APIs, security, and data flows assuming failure, retry, and duplicate authorization, then verify them in the sandbox.

DeliverableIntegration spec and exception design

Step 03

Operate and reconcile

We join monitoring, exception handling, and reconciliation into one loop and classify the cause of any anomaly on the day it occurs.

DeliverableReconciliation rules and runbook

Step 04

Stabilize settlement

We hold the closing cycle and fix the report format and anomaly rules so every difference can be explained at T+1.

DeliverableSettlement report template and anomaly rules

06Contract options

Ways to work together

Remote delivery
Subscription

07Service levels

Service levels

Same day

Suspicious transactions traced to cause

T+1

Settlement reconciliation report

3routes

Domestic PG, wallets, and overseas payments

08Example engagements

Client work and example engagements

Work we took on, plus example engagements where we have no case yet.

All client work

Payment-failure inquiries scattered across support, engineering, and the PG

Imagine payment failures reported separately to support, engineering, and the provider.

Example approachDiagnosis paths and owners per symptom, the customer message, and how to file with the provider go into one runbook.

Intended directionThe same issue is handled in the same order, and recurring items carry into the provider review.

Artist platform, company A — point top-up and management

The platform needed a way to top up and manage the points used in artwork transactions.

What we doTop-up, spending, and balance were settled into one state model and attached to the running service.

What it leavesTransactions that move on points rather than a payment method sit in the same record.

AI character chat, company M — payment integration

A service built with generative tooling had to take payments for the first time.

What we doAuthorization, cancellation, and refund states were fixed first, and the provider was connected on top of them.

What it leavesIt went into operations with no transaction left in an unknown payment state.

09FAQ

Frequently asked questions

Read access first. Transaction search, logs, and the provider admin console are opened to the scope intake and diagnosis need. Executing a refund or changing a rule is granted separately, once the approval path is agreed.
Yes. We usually design the integration and operating procedures around the contracts already in place, and when fee or settlement-cycle terms change, only the reconciliation rules need to be re-aligned.
By default we store no card data and use provider tokens instead. Data retention scope and access rights are defined at design time, and processing records and access logs are kept as the evidence each standard requires.
You can run it in-house, jointly, or hand it to us. In every case you receive the reconciliation rules, the incident runbook, and the provider escalation contacts, so the procedure survives a change of owner.
We configure reports and detection rules to explain differences at T+1. Transaction states for authorization, cancellation, refunds, and settlement are aligned with reconciliation rules so the origin of a difference can be traced.
Read access comes first. Transaction views, logs, and provider administration are opened only to the scope needed for intake and diagnosis. Refund execution and rule-change permissions are assigned after approval procedures are defined.
We share the findings from the first stage, then agree scope and schedule on that basis before delivery. A finished request for proposal is not required: the current environment and the outcome you want are enough to start.

11Related insights

Resources for this service

Guides and checklists you can use during review and kickoff.

See all resources

Brochures

2026.09.04

Payment integration and settlement services · 2026

What the payments practice takes on — from domestic PG and simple-pay integration through operations, reconciliation, and risk — and the documents each stage produces.

Guides

2026.09.04

Payment integration kickoff checklist · domestic PG and simple pay

What to confirm across contract, state design, sandbox testing, and operational handover in the last days before payment integration development starts.

Guides

2026.07.02

Payment reconciliation rules and operations runbook template

A template covering the axes reconciliation rules stand on, what to open first when a mismatch appears, and what belongs in each field of the runbook.

Contact

Contact us

Tell us your current environment and target outcome, and our team will review it and reply.

Direct line

Phone lines are open weekdays 09:00–18:00

ServicePayment Operations

Collection and use of personal information

Purpose · Responding to and following up on this inquiry
Items · Name, company, work email, message, visit source (first page visited, referring site domain, campaign parameters)
Retention · 36 months from the date consent is given