360 Payments Customer Service — Comprehensive Operational Guide

Overview: what “360 payments” customer service means in practice

“360 payments” customer service refers to end-to-end support covering every touchpoint of a payment lifecycle: pre-authorization routing, authorization failures, settlements, reconciliations, refunds, disputes/chargebacks, and post-settlement reporting. The model combines omnichannel agent support (phone, email, webchat, SMS, in-app), automated flows (IVR, chatbots, webhook-driven notifications), and back-office reconciliation, so customers experience a seamless journey from checkout to settlement and merchants retain clear audit trails.

Effective 360 support reduces merchant friction, lowers chargeback ratios, and improves authorization rates. Typical business outcomes to target are: reduce declined-authorization fallout by 10–30%, lower chargeback rates to <0.5% of transaction volume for mature merchants, and improve customer satisfaction (CSAT) above 85%. These targets vary by vertical (travel vs. digital goods can differ by 2–5x in chargeback propensity).

Channels, architecture and essential tooling

An enterprise 360 payments architecture integrates: a payment gateway, tokenization service, fraud scoring engine, a CRM that surfaces transaction metadata, and an omnichannel contact platform. Common stack elements include REST APIs for payment operations, webhooks for real-time eventing (example: https://api.yourcompany.com/webhooks/payments), and a middleware reconciliation layer to match acquirer reports to merchant ledgers. Licenses for omnichannel contact platforms typically range $50–$250 per concurrent agent/month; enterprise gateways often charge per-transaction fees (for example, $0.05–$0.30 + 0.05%–0.30% of volume depending on contract).

Operationally you must instrument traceability: correlation IDs, tokenized PAN references, and time-series logs. Latency SLAs should be explicit — e.g., webhook delivery retry windows of 72 hours and 5 retry attempts, or REST API responses below 300 ms p95 for auth lookups. For phone traffic, an IVR with DTMF flows that hand over to agents within 30 seconds for high-value transactions reduces abandonment and RBI (repeat-buyer interruption).

Compliance, security and fraud controls

Security and compliance underpin trust. Implement PCI DSS controls (PCI DSS v4.0 was published in March 2022; organizations should reference https://www.pcisecuritystandards.org for timelines and requirements). Tokenization and PCI-compliant vaults eliminate cardholder data from agent screens. For recorded calls and screen sharing, apply PII/ PAN masking and follow local retention laws: many processors retain non-sensitive logs 3–7 years; sensitive auth data must never be stored post-authorization.

Fraud mitigation combines machine learning scoring, device fingerprinting, velocity rules, and manual review queues for suspicious cases. Industry guidance: card-not-present (CNP) fraud typically constitutes the majority of e-commerce losses—common estimates put it in the 50–80% range of total card fraud—so prioritize CNP defenses and Strong Customer Authentication (SCA) where PSD2/EMEA rules apply (SCA effective 2019 in EU markets). Maintain a fraud-loss target (example) ≤0.2% of gross volume for low-risk merchants; adjust by vertical.

Operational KPIs, SLAs and measurable targets

Monitoring and reporting must be precise. Key performance indicators for 360 payments customer service include response times, resolution rates, and financial KPIs such as chargeback ratios and representment success. Establish SLAs in contracts: for example, 95% availability for payment APIs, 80% of calls answered within 30 seconds, and an initial response to written disputes within 48 hours. Financial SLAs can include settlement windows (T+1, T+2) and dispute handling timelines.

• Core KPI benchmarks (typical ranges): First Response Time — chat: <60s, email: <4 hours; Average Handle Time (AHT) — 3–8 minutes; CSAT — 80–95%; NPS — 20–60; Chargeback Rate — <0.5% (mature).
• Financial operation targets: reconciliation mismatch <0.1% of transactions; representment win rate typically 20–70% depending on evidence quality and network reason code.
• Cost metrics: cost per contact ranges $2–$25 depending on channel and geography; monthly cost per agent (including software) commonly $3,000–$8,000 fully loaded in North America/Europe.

Integration patterns, APIs and reconciliation

API-first payment platforms should expose: /authorize, /capture, /refund, /void endpoints, plus webhook event streams for settlement and chargeback notifications. Use idempotency keys for safe retries and ensure the merchant dashboard supports full ledger exports (CSV, SFTP) for automated reconciliation. Standard formats include ISO 20022 for high-value settlements and delimiter-based acquirer reports for daily batch reconciliation.

Reconciliation workflows must reconcile three ledgers: merchant order system, payment provider authorization/capture records, and acquiring bank daily settlements. Automate exception queues for partial captures/refunds and maintain audit trails for each step. Example integration endpoints to reference: Stripe’s docs (https://stripe.com/docs), Adyen (https://www.adyen.com), and PCI guidance at https://www.pcisecuritystandards.org.

Staffing, training and outsourcing considerations

Plan headcount with volume, AHT, shrinkage (typical 30–40%), and desired service level. A back-of-envelope formula: Required agents = (contacts per hour × AHT in seconds) / (3600 × occupancy rate). For 24/7 coverage evaluate follow-the-sun or blended outsourcing models; outsourcing per-contact costs typically range $5–$20 depending on region and complexity. For high-sensitivity operations keep authentication and dispute resolution in-house or in Tier-1 PCI-compliant partners.

• Training curriculum and frequency: payment lifecycle basics, PCI handling rules, dispute/representment playbooks, fraud red flags, system navigation, soft skills — initial ramp 2–4 weeks, quarterly refreshers, and monthly QA calibration sessions.
• QA and governance: record 100% of dispute evidence intake where legal, redact PAN, store per compliance; run monthly root-cause analysis on declines and chargebacks and iterate rules.

Practical playbook for common scenarios

Refund: validate transaction ID and tokenized PAN, confirm merchant policy (e.g., 30-day return window), perform refund via API /refund with idempotency, notify customer with settlement timeline (typical 3–7 business days to appear on statements). Log refund reason codes to reduce future disputes.

Chargeback/dispute: immediately gather evidence — transaction AVS/CVV result, delivery/tracking number, signed receipts, customer communication. Submit representment within the network window (card networks commonly allow 45–120 days depending on reason code and region). Maintain a templated evidence package and track representment outcomes; a structured 7-step representment flow reduces time-to-evidence by 40% in experienced teams.

Final operational checklist (first 90 days)

In the first 90 days implement: (1) full API observability with SLAs and alerting, (2) tokenization and PCI scope reduction, (3) dispute playbooks with evidence templates, (4) defined KPIs and dashboards, and (5) staff training and QA cadence. Use benchmark targets above, link to authoritative resources (PCI: https://www.pcisecuritystandards.org, card network rules via https://usa.visa.com and https://www.mastercard.com), and perform monthly audits for configuration drift and fraud pattern changes to keep your 360 payments customer service resilient and measurable.

How do I contact PaymentWorks?

Creating a Support Ticket

1. Visit: help.paymentworks.com/contactsupport.
2. Complete the Form: Fill out the required fields with as much detail as possible to describe your issue or question.
3. Submit Your Ticket: Once submitted, you’ll receive a confirmation email with your ticket number for reference.

Who is the CEO of 360 pay?

Marco Alberti –
Marco Alberti – Group CEO – 360 Payment Solutions | LinkedIn.

Where is payment works located?

Waltham, MA
This Website is the responsibility of PaymentWorks, Inc. (“Company” or “We”). Company can be contacted by mail at 280 Moody Street, Unit #5, Waltham, MA, 02453, by phone at 617-500-8085, or by e-mail at [email protected]. The web server on which this Website is housed is owned and maintained by Company.

Where is 360 payments headquarters?

Where is 360 Payment Solutions (Financial Software) headquartered? 360 Payment Solutions (Financial Software) is headquartered in Campbell, CA.

Who is the owner of 360 agency?

founder Tish Galindo
This is an inside look at the The 360 Agency owned platform, Women Raise the Game We built it from a kitchen table with no media budget or institutional backing. But we had belief, led by founder Tish Galindo, fiery-hot white space, and a team that wouldn’t let go.

Who is the owner of 360 one company?

Karan Bhagat Yatin Shah
360 One WAM

Trade name	BSE: 542772 NSE: 360ONE
Founders	Karan Bhagat Yatin Shah
Headquarters	Mumbai , India
Area served	Worldwide
Key people	Karan Bhagat (Founder, Managing Director and CEO) Yatin Shah (Co-founder of 360 One and CEO of 360 One Wealth)