Paymentech customer service — professional guide

Overview and what to expect

Paymentech (operating within JPMorgan Chase’s merchant-services group and commonly referred to as Chase Merchant Services) supports merchants across retail, e‑commerce, hospitality and verticals classified as “high risk.” Customer service covers onboarding/underwriting, technical integration, transaction processing, settlements and chargeback management. Large national merchants typically receive a dedicated account manager; smaller merchants use centralized support and an online portal.

Operationally, expect a multi‑tier support model (front‑line phone/email, technical engineers, underwriting/risk specialists and a chargeback/disputes team). Publicly available corporate information for JPMorgan Chase: headquarters at 270 Park Avenue, New York, NY 10017 and switchboard +1 212‑270‑6000. For product pages and self‑service resources use https://www.chase.com/business/merchant-services and for developer integration libraries and API docs consult https://developer.chase.com.

Support channels, SLAs and uptime

Support channels: phone, secure online portal, email/ticketing, and escalation to an assigned account executive. Most processors in this category publish 24/7 merchant phone support for critical production outages; less critical requests use business‑hour ticket queues. Typical SLAs you should negotiate: initial response for P1 (payment outage) within 15–60 minutes, P2 (degraded service) within 2–4 hours, and normal tickets within 24–72 hours.

Availability targets for authorization networks are commonly 99.95%–99.99% uptime. 99.99% uptime translates to roughly 52.6 minutes of annual downtime; 99.95% is ~4.38 hours/year. Ask your sales/technical rep for concrete historical uptime reports and for the provider’s incident notification plan and status page URL so you can subscribe to real‑time alerts during maintenance or outages.

Onboarding, underwriting and required documentation

Typical onboarding timeline ranges from 24 hours (for low‑risk, well‑documented merchants) to 2–6 weeks (for new businesses, high‑risk verticals, or accounts requiring manual underwriting). Underwriting focuses on identity and financial stability: expect to provide completed application, government ID, voided bank check, EIN/SSN, business license, three months of processing or bank statements (if available), URLs for e‑commerce, and a description of the refund and chargeback policy.

Underwriting can also require financial covenants such as a rolling reserve (commonly 5%–15% of gross processed volume held for 30–180 days), or a one‑time security deposit. If your vertical has typical chargeback rates above network thresholds (for example, Visa/MC remediation programs often trigger at chargeback ratios >0.9%–1.0%), expect additional monitoring and potentially higher reserves or higher pricing tiers.

• Documents commonly requested: completed merchant application, voided check, EIN/SSN, government ID, merchant website URL, three months of bank statements, sample invoice or product images.
• Typical underwriting outcomes: immediate approval (24–72 hours), conditional approval with reserve (3–10 business days), or in some cases manual escalation that adds 1–3 weeks.

Technical integration, APIs and security

Paymentech provides both hosted and direct integration models: hosted checkout (faster PCI scope reduction), tokenization and direct API (full control, greater PCI scope). For developers, utilize the official developer portal (see developer.chase.com) for sandbox keys, API reference, and SDKs. Typical integration milestones: sandbox integration (1–2 days to weeks), QA/certification (3–10 business days), and production certification (dependent on underwriting; often 1–5 business days once paperwork is complete).

Security expectations: PCI DSS compliance is mandatory — PCI DSS version 4.0 (published 2022) is the current standard. Use tokenization and point‑to‑point encryption (P2PE) when available to reduce PCI scope. Ask for evidence of compliance (Attestation of Compliance, P2PE certificate) and insist on encrypted transmission (TLS 1.2+). For e‑commerce, test using CVV, 3‑D Secure (3DS2.0) and device fingerprinting to reduce fraud and chargebacks.

Fees, settlements, chargebacks and dispute management

Pricing structures: interchange‑plus (interchange + markup), tiered, and flat‑rate. Representative pricing examples in the market: card‑present interchange‑plus at interchange + 0.10% + $0.07 per transaction; card‑not‑present e‑commerce rates often fall in 1.8%–3.5% + $0.20–$0.30 depending on risk profile. Online merchants commonly see introductory rates near 2.29% + $0.30. Always request a blended effective rate calculation based on your average ticket and expected volumes.

Settlement cycle: many processors offer next‑day funding (T+1) for approved merchants; standard deposit timing is 24–48 hours, with weekends and holidays adding delay. Chargebacks: initial network timelines for issuing a chargeback range from 60–120 days depending on reason code; representment packages usually must be submitted within 7–45 days depending on the card network. Typical chargeback fees charged by processors range from $20 to $100 per chargeback; winning a representment returns interchange but may not always refund the processor fee.

• Escalation path and expected response times: Frontline phone support (24/7) — immediate to 1 hour for outages; Technical integration/engineering — 4–48 hours depending on priority; Underwriting/risk — 24–72 hours for documentation review; Chargeback/representment team — acknowledge within 48–72 hours, full handling 7–30 days.

How much does Chase Paymentech charge?

Payment processing fees
2.6% plus 10 cents for in-person transactions. 2.9% plus 25 cents for online transactions. 3.5% plus 10 cents for keyed transactions and invoicing.

Is paymentech part of Chase?

Chase Paymentech is an American payment service provider and merchant acquiring business that is part of JPMorgan Chase. Paymentech payment platforms supports businesses to process payments.

Is Chase Paymentech down?

Ingenico Chase Paymentech is up.

Is Chase Paymentech a PSP?

As a Payment Service Provider (PSP), Chase Paymentech acts as the intermediary between a merchant, the customer’s bank, and the payment networks (like Visa, Mastercard, or American Express).

How do I contact my card provider?

Customer service contact information by credit card issuer

1. American Express. 1-800-528-4800.
2. Bank of America. 1-800-732-9194.
3. Barclaycard. 1-888-232-0780.
4. Capital One. 1-800-227-4825.
5. Chase. 1-800-935-9935.
6. Citi Credit Cards. 1-800-950-5114 (or the number on the back of your card)
7. Discover. 1-800-347-2683.
8. Synchrony Bank.

How do I contact paymentech?

Chase Paymentech Phone Number and Contact Information
Customer Service: For general inquiries, technical support, or account management assistance, please reach out to our customer support team: Chase Merchant Services Phone Number: +1 (844) 554-1275.