High Risk Debt Consolidation Merchant Accounts:
Voted the #1 High Risk Merchant Account Provider for Debt Consolidation and Debt Relief companies for two year’s running, Soar Payments is laser focused on providing high risk debt consolidation merchant accounts for consolidation, debt refinancing, and debt relief companies.
Our goal is to offer the undisputed best high risk debt consolidation merchant accounts for companies and agencies in the debt consolidation industry. To achieve that, we have to understand the unique needs of the industry. For the debt refinancing, debt settlement and debt consolidation businesses, we’ve created the below “Debt Consolidation Merchant Account Cheat Sheet”. It’s designed to give debt consolidation business owners a single place to obtain all the information they’ll need to obtain a debt consolidation credit card processing account, and have long-lasting success accepting credit and debit card payments for their debt consolidation business.
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About the Debt Consolidation Industry
A Note From Our CEO
Adam CarlsonSoar Payments, CEO
Accepting debt consolidation payments via credit cards is a minefield.
At least that’s what a few owners of consolidation companies have told me personally. (One guy I spoke to recently had considered stopping accepting credit card payments entirely, after dealing with a slew of chargebacks.)
OK, it’s obviously not always that bad, but there’s a lot that can go wrong with your debt consolidation credit card processing unless you plan ahead. Things like:
The good news is, these problems are all solve-able. It took me about ten hours of research, but I’ve put together the below ”Cheat Sheet for Debt Consolidation Credit Card Processing” for business owners in the debt relief / debt consolidation industry to help you successfully navigate payments issues.
It’s my sincere hope that you find this cheat sheet useful (because I’ve got a lot of work in it)… and if you need a debt consolidation merchant account, I’d love to help you with that, too.
P.S. If you own a debt consolidation company, debt settlement, or debt relief business and want affordable and reliable US or offshore Debt Consolidation credit card processing we can help you (in fact, debt consolidation / debt relief are one of our specialties). Click here to begin a free online application.
September 8, 2016
Debt Consolidation Industry Profile:
- The number of 18 to 24 year olds looking for debt consolidation increased 32% in 2011 over the previous year, and is one of the fastest growing segments in the industry.
- Total U.S. revolving debt is $798.3 billion, which is 98% comprised of high interest consumer credit card debt (2011)
- Consumer debt per US household averages $16,050
- 25% of American households are not making timely debt payments due in part to an inability to pay
Categorization of the Debt Consolidation Industry:
SIC Code: Businesses in the Debt Consolidation industry almost exclusively fall into the 6163 SIC code, however, some businesses have used the following:
- 6163: Loan Brokers
- 7322: Adjustment and Collection Agencies
- 8748: Business Consulting Services
- 7389: Business Services, Not Elsewhere Categorized
See the entire list of SIC codes here.
NAICS Code:: Debt consolidation and debt relief businesses generally use the 522310 NAICS code, but occasionally use the following:
- 522310: Mortgage and Non-Mortgage Loan Brokers
- 561440: Collections Agencies
- 541618: Other Management Consulting Services
See the entire list of NAICS codes here.
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The largest US Debt Consolidation Companies:
The debt consolidation industry is an industry comprised of smaller specialist providers, and large banks and mortgage providers who offer debt consolidation as part of their larger suite of debt management, loan and mortgage businesses. Due to their existing pool of customers, large banks are some of the biggest issuers of debt consolidation mortgage loans in the industry:
- Quicken Loans: Headquartered in Detroit Michigan the company is the second largest retail lender, and largest online retail mortgage lender in the US. The company closed more than $70 billion in loans in 2012 alone. The company employs 13,000 people. It was purchased in 2002 by a group of private investors from Intuit for $64 million.
- Wells Fargo: A publicly traded company, (NYSE: WFC) is based in San Francisco California, and is the third-largest US bank by market capitalization. Wells Fargo Home Mortgage is the largest retail mortgage lender and their private student loan group is one of the largest issuers of private student loans, and has one of the largest debt consolidation loan portfolios.
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Getting a Debt Consolidation Merchant Account
How do I get a High Risk Merchant Account for Debt Consolidation?
Getting a merchant account for any business is as simple as finding a credit card processor with a sponsor bank who is willing to underwrite your business, then comparing the terms of their processing, and choosing the best one. If all of that sounds simple, be forewarned, if you have a debt consolidation business then you’re considered high risk, and as a result, what should be “easy” is no longer the case. The first big difference you’ll notice is that most major banks like Wells Fargo, Chase, and the like, are not willing to underwrite your business. Practically speaking, that means that most major credit card processors (e.g. First Data, Chase PaymentTech, etc.) are literally unable to accept your business. So you’ll need a high risk credit card processor whose sponsor bank will underwrite debt consolidation companies.
So how do I find a high risk merchant services provider for debt consolidation?
Unfortunately, the obvious answer, to just call a merchant account provider and ask for a recommendation isn’t always the most efficient option. The reason, is that the credit card processing industry is structured in such a way that most front line salespeople are paid a hefty commission for each account that they sign up, often regardless of whether that account ultimately get’s approved by underwriting, and certainly regardless of whether you’re able to successfully process transactions with that credit card processor for an extended period of time. As a consequence, what you’ll often find, is that many merchant account sales people will initially tell you that they can write your business, will ask you to complete the application process, and only during underwriting’s review of your application will you find out that your business type is prohibited.
So, to save yourself time and hassle, the best course of action is when speaking to a merchant account salesperson to ask them directly, “Does your sponsor bank permit you to issue debt consolidation merchant accounts?” And then follow up with, “Are you sure?” And if you want to be the most direct, say “Do you have your Restricted / Prohibited list in front of you? Does it list debt consolidation, debt relief, or debt refinancing businesses?” Obviously these questions are redundant, but it honestly will save you hours of frustration of applying with businesses who can’t actually accept you, to go through that awkward line of questioning up front.
Does Soar Payments offer high risk debt consolidation merchant accounts?
Yes, at Soar Payments we provide comprehensive high risk credit card processing for debt consolidation companies and related businesses, ranging from startups with no previous credit card processing history, to businesses processing hundreds of thousands of dollars per month. And industry wise within this niche we provide high risk merchant accounts for debt consolidation companies, debt repair, debt refinancing, and debt settlement. Getting started is easy, just complete our free online merchant account application. Our sales team will then review the application and any associated documents, and then email you a PDF copy that lists all terms and pricing for your eSignature. Once approved, you can begin accepting debt consolidation credit card payments from your customers. As part of your debt consolidation merchant account, we’ll handle setting up fraud protection, chargeback management, your payment gateway, and everything else you need to be successful when accepting credit card payments at your debt consolidation company.
How do I get a higher monthly credit card processing volume cap?
Most debt consolidation companies eventually plan to scale their business to at least $250,000 in gross transactions per month. Unfortunately, if you have no debt consolidation credit card processing history (because perhaps you’re a new business, or new to taking credit cards) or your previous processing history was poor (perhaps too many chargebacks due to not having the right fraud and chargeback protection procedures in place) then you’re not likely to get approved for $250,000 out of the gate. Instead, you’ll probably get approved for a lower amount with a rolling reserve. The problem, assuming you’ve got enough sales to easily meet the approval limit, though, is that you either need to stop selling mid-month or figure out a way to get a higher monthly credit card processing volume cap. The primary way that business in the debt relief industry try to achieve this:
- Time: The answer, albeit an unsatisfying one, is that they wait 3 months. A high risk merchant account provider is generally happy to increase your processing volume cap by about another 50-100% if you’ve shown 3 months of successful processing history. Successful, in the debt consolidation context means that you’ve generally been within 10% of your processing cap, maintained a chargeback ratio that looks relatively steady and is below 2%, have had no ACH rejects (meaning when the processor comes to debit fees for chargebacks or monthly fees, they shouldn’t get a reject based on insufficient funds, etc.) and generally haven’t had to issue refunds exceeding say 10-15% of all transactions. If you meet that criteria, the easiest option is just to reach out to your debt consolidation merchant services provider and request a re-review of the account for additional processing volume.
What is an underwriter looking for when reviewing my debt consolidation merchant account application?
If you’ve already applied with a low risk credit card processor, and been denied, you understand that no matter what the salesperson tells you, the ultimate decision maker as to whether you get accepted for a merchant account is the processor’s underwriting team. The underwriter’s job is to analyze the potential risk posed by your business, decide whether or not they will accept that risk, and under what terms (e.g. rolling reserve, up-front reserve, funding delay, volume cap, revised pricing, etc.). So it’s important to know what this person is looking for when analyzing your business. The first thing is regulatory risk. They want to see that you understand all applicable laws that debt consolidation / loan brokers are required to follow, that you are licensed to operate in the states / industries / types of loans that you plan to operate, and generally that your business has a decent reputation in the marketplace. Their goal here is to ensure that they aren’t underwriting a business that is operating illegally, or that has a track record of ripping off customers or just generally being terrible, as that causes problems for the credit card processor of the the debt consolidation business in question. The second, has to do with financial protections. A credit card processor and it’s sponsor bank are liable for any losses on your account. Losses, generally means bills that you, the debt consolidation company, were contractually supposed to pay but didn’t. Usually, this means unpaid chargebacks, and to a lesser extent monthly fees. The way to assuage this concern, is to show a clear refund policy (so that customers can get refunds instead of having to issue chargebacks), a reliable billing support department to initiate those refunds (Note: if you’re a Soar Payments merchant, you can Table of Contents
Question? Fire Away. We’re Ready to Help.
If you’ve got a question about a high risk payment gateway, CRM, chargeback management service, credit card processing term or whatever else related to debt consolidation merchant accounts, email me your question directly: AdamCarlson@soarpay.com.
Ready to Get Started?
Ready to start accepting credit card payments at your debt relief company, Click here to start a free online application.
Reviews of Debt Consolidation Payment Gateways
Debt consolidation companies generally prefer to accept credit card payments in one of two ways. The first, is over the phone (called MOTO within the payments industry). The second, is via an online shopping cart (called eCommerce). For both of these payment types the customer’s credit card information is entered (either by the customer or by the phone salesperson) into a payment gateway before reaching the credit card processor. A payment gateway, put simply, is just the interface that securely shuttles information to the credit card processor. There are dozens of payment gateways on the market, but few high risk payment gateways (a necessity for debt consolidation companies) and even fewer that most debt relief companies seem to rely upon. A few options are quickly reviewed below:
- The Cybersource Gateway: One of the most affordable gateways on the market, it has an international focus and can reconcile a large number of international currencies relatively easily. Unfortunately, beyond multi-currency management, it doesn’t offer a lot of the high risk payment gateway features (e.g. chargeback prevention integration, front-end fraud filters, customer IP tracking) that debt consolidation companies need in order to succeed when accepting credit card payments for the long term. Thus, there are clearly downsides, but for debt consolidation companies that are just starting out, and only have a single MID, this is a decent choice compared to Authorize.net, which does most of the same things at a slightly higher price.
- Authorize.Net Payment Gateway: Owned by Visa, Authorize.net is by far the most popular payment gateway overall for all types of businesses accepting MoTo and eCommerce payments. It is designed for low risk businesses, but a number of high risk businesses use it, just because it’s often the default gateway that merchant account providers set their merchants up with, or the first search result when a debt consolidation merchant looks for something like ‘most popular payment gateway’. Unfortunately, it doesn’t include integrated fraud filters or chargeback filters (although you can strap on third party ones relatively easily), and frankly the customer service isn’t great, which doesn’t sound like a big deal but for a growing debt consolidation business trying to navigate keeping their chargeback ratio down experienced help comes in handy.
- SoarPay High Risk Gateway: Built on the NMI platform and tailored exclusively for high risk merchant accounts, the SoarPay high risk gateway is a popular choice for debt consolidation companies that are, or plan to, grow their business significantly. The benefits are that it integrates with most major CRMs that debt consolidation companies use, includes integrated chargeback management, customer dispute alerts, has front end transaction fraud filters, handles recurring billing with ease, and includes multiple logins for all your employees. Obviously, we’re biased, but we believe it is the easiest to use, best payment gateway for debt consolidation, frankly because it was designed with high risk merchants in our industries in mind, which no other payment gateway actually does.
Quick tip related to buying a payment gateway: Once you’ve decided on a payment gateway, it’s generally cheaper and easier to get it through the debt consolidation merchant services provider that you sign up with to obtain your MID. The reasons are simple: the debt consolidation credit card processor usually gets a massive discount over retail (that they pass along in part to you), and second, because they’re the provider of the payment gateway, they’ll make sure it fully integrates with your MID / chargeback prevention services, etc.
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CRMs for Debt Consolidation & Debt Relief Companies
CRMs (aka Customer Relations Management) are software platforms that debt consolidation companies, mortgage providers, and other debt industry organizations use to track sales prospects, customers, billing, invoices, affiliates and other sales channels, advertising, send automated emails, and generally just keep their companies organized. As with debt consolidation payment gateways, there are dozens of CRM options for debt repair industry companies to use, but most debt consolidation companies use one of a few CRMs, which are described below:
- NextGenCRM: This web based debt consolidation platform uses an SAAS delivery model to provide affordable CRM solutions for debt consolidation businesses, that require minimal technical intervention by the debt consolidation company itself.
- NDS CRM: Built for business process management with a particular focus on serving debt settlement and student loan consolidation companies, this web based CRM helps you maximize lead conversion rates, streamline sales & enrollments, manage recurring billing, and automate client communications via auto-emails.
- Zoho CRM: The only CRM on the list which isn’t tailored to the debt consolidation industry in any significant way, that’s because Zoho, a web based CRM, is so easy to use, and cheap ($12 per month) that it’s on our list for almost every industry. The setup is fairly easy, customer support is good, and with respect to modifying it to serve the unique needs of the debt consolidation industry, it does a good job of tracking leads, billing, payments, and automated customer communications. Particularly if you’re just starting out and are not using a large call center, this is a good cheap CRM option
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Everything a Debt Consolidation Company Needs to Know About Chargebacks
The debt consolidation industry, unfortunately, already has a reputation for having a problem with chargebacks. As a result, even high risk merchant account providers that accept debt consolidation companies generally do so hesitantly and with a short leash. Therefore, for you to be successful long term accepting credit card payments for debt consolidation, you need to be mindful of chargebacks from the get go. Because once they get out of control and you get dropped from a high risk credit card processor, it becomes significantly more difficult to get a second merchant account.
How to Calculate a Chargeback Ratio?
The main reason debt consolidation companies get shut down by their high risk merchant account provider is due to excessive chargebacks, which generally means in excess of 2%. Unfortunately, many small debt consolidation or debt relief companies don’t even know what their chargeback ratio is, so they’re completely blindsided when told it’s excessive. So here’s how to calculate a chargeback ratio:
Your chargeback ratio is: Total Number Count of Chargebacks in a Month divided by Total Number of Sales Transactions in the Month
Note that it has nothing to do with the dollar amount of the chargebacks, nor the dollar amount of the total sales. Nor does it matter whether you fought, didn’t fight, won, didn’t win, etc. any of the chargebacks. The relevant numerator is just, how many of your past customers, in a given month, contact their issuing bank to initiate a chargeback. For example, if 3 of your customers did that in April, and you had 100 sales in April, your chargeback ratio was 3% for April, regardless of the merit of those chargebacks and regardless of their dollar amounts.
Why does a debt consolidation merchant account provider care what my chargeback ratio is?
There are two main reasons that any credit card processing company cares what your chargeback ratio is. The first, is that they face fines from Visa, MasterCard and the other card brands if they let you continue to process when your chargeback ratio exceeds acceptable limits, which in general are 2%. Those fines far exceed any revenue the payment processor will make on your account. The second reason, is that a chargeback is a tangible sign that your customers are unhappy. One or two here and there says nothing, but steady high chargebacks are a sign that your business is operating in a way that some customers are consistently dissatisfied. That’s important from both a reputational perspective for the bank and processor, and in a financial way. For example, if your business has a lot of unpaid chargebacks, the payment processor (and the bank) must pay for those chargebacks. That is true for both low risk and high risk merchant accounts. So, the key to being successful accepting credit cards in a debt consolidation business is to keep your chargeback ratio consistently below 2%.
Why do debt consolidation companies and other debt relief organizations get lots of chargebacks?
Debt consolidation companies are particularly prone to having chargebacks initiated against their business for a few reasons, each of which is described below:
- Most debt consolidation companies take significant payments up front or built into the loan for their services. These large transactions are often targets for “friendly chargebacks” which is a nice way of saying that the customer knows they authorized the charge, but has since decided they don’t want to pay for it. The reason these transactions are particularly susceptible, is that customers engaging in “friendly chargebacks” are perpetrating a type of fraud, and they only want to do so when it’s worth their while, which means they are looking for the largest transactions on their credit card statement. Given that the debt consolidation payment is often one of the largest transactions in a customer’s monthly statement, it’s an obvious target.
- Debt consolidation clients often have trouble managing their debt and as a result don’t have great credit. To not paint with too broad a brush, these individuals often face ongoing cashflow issues, and seek to use chargebacks as a mechanism for aiding in their cashflow.
- When clients do have a legitimate complaint, many small debt consolidation companies (and even some large ones) do not provide easy points of access for hearing those complains out and issuing refunds or taking corrective action in a fast way for the customer, and thus many revert to chargebacks.
- Many debt consolidation organizations do not send out detailed payment invoices or credit card receipts clearly setting forth the terms and charges, as well as providing easy access to their billing department’s contact information, thus unhappy customers are left with the easier option of contacting their credit card issuer, which they then do, and initiate a chargeback.
- Debt consolidation and other debt relief companies often offer payment payments through which they bill their customers via recurring billing. By their nature recurring billing charges are subject to chargebacks simply because of customer fatigue or from forgetting what the original charge was. Therefore, debt consolidation companies should (a) consistently send out an invoice detailing the nature of the charge and listing the payment descriptor before a recurring charge is initiated, and (b) be aware that long term recurring payment plans are, by their very nature, subject to higher rates of chargebacks, and therefore consider limiting these offerings.
- Most debt consolidation specialists do not have a nationally known brand name, particularly outside the debt reduction industry. Therefore, many customers simply do not recognize the name of the debt consolidation company they are doing business with, as that listed on their monthly credit card payment descriptor, and thus may initiate a chargeback thinking that it is an unauthorized charge.
- Many debt consolidation companies do not realize that a chargeback is a chargeback. That is, whether the chargeback is legitimate, or illegitimate, won or lost, it counts against their monthly chargeback ratio. And therefore they do not prioritize keeping unhappy customers satisfied, even if that requires a full refund issued where it isn’t merited, and instead plan to just fight the chargeback.
- Many debt consolidation, debt refinancing, and debt repair companies are not aware of all of the chargeback shield services that exist, which enable the company to minimize, avoid, and to the extent necessary fight chargebacks. These tools, when employed properly, are extremely effective. They do not eliminate all chargebacks, but they can generally lower chargeback rates by very significant degrees, sufficient to keep most debt consolidation businesses processing for the long term.
How do I keep my chargeback ratio low?
In the debt consolidation industry, the biggest chargeback concern is, so called, “friendly chargebacks”, as opposed to customers using stolen credit cards, which of course is the major concern in a lot of ecommerce contexts. Friendly chargebacks, is a payments industry term for customers that you have properly authorized, are using their own card, but for whatever reason decided that they didn’t want to pay. Sometimes the fault is on the merchant, perhaps the service was misleading, the pricing was wrong, or the merchant erroneously refused to provide service. But a lot of times, it is because the merchant is unsatisfied with the quality of the debt consolidation service, has a dispute with the merchant and is using the chargeback process to try to “win the argument”, or in extreme cases is engaging in outright fraud by just trying to obtain a service without paying for it. Unfortunately, regardless of the reason, it is the merchant’s responsibility to keep their chargeback ratio consistently under the 2% ratio. Thus, there are a few overarching goals that every debt consolidation merchant account owner needs to be following: (1) make sure that the customer is clear on what they have purchased and for how much, (2) that the terms approved are what is actually billed, (3) that the merchant makes himself known and available to deal with disgruntled customers so that they contact the debt consolidation company first, (4) that unhappy customers are dealt with in a way that minimizes chargebacks (e.g. offer quick refunds or additional service where required, with minimal hassle), (5) use chargeback alerts to get an opportunity to refund those chargebacks that slip through, and (6) vigorously fight any illegitimate chargebacks that the alerts miss. Those are general principles, but turning to specific action items that debt consolidation and debt relief businesses should be using:
- Send customer receipts and follow up customer satisfaction emails:
When you buy something online at Amazon.com you expect to get a detailed order receipt detailing what you purchased, the price, how to deal with issues, etc. Therefore, it’s simply baffling that some debt consolidation companies don’t send detailed order receipts to their customers. This is literally the easiest thing you can do. Obviously, there are better and worse ways to implement payment receipts, (and if you’re using our billing support services it’ll automatically be done for you in the most effective way possible) but regardless, if you’re not sending detailed payment receipts in your debt relief business you’re just asking for chargeback problems. Relatedly, it’s important to send out a customer satisfaction survey. We like to have them sent 24 hours after the order, but another strategy is just before the month’s end (and the customer receives their credit card statement). The goal of these is twofold: (1) if you’re getting the same negative feedback over and over you can change your sales process to fix it, and (2) you provide another juncture at which dissatisfied customers can reach out to you. If you promptly act on negative feedback by contacting the customer directly, you’ll dramatically reduce chargebacks.
- Integrate Customer Dispute Alerts: Second only to sending out payment receipts in terms of easiness are integrating customer dispute alerts. By enabling customer dispute alerts (aka Chargeback Alerts) you will receive a notification that a customer has initiated a chargeback, and have a 72 hour window in which you can issue a refund. These alerts are of confirmed pending chargebacks, that is, within 3 days they will become a chargeback against your debt consolidation merchant account unless you issue a refund. If you do, then no chargeback will occur. The downsides are that this system is not perfect, insofar as it only catches about 25-35% of pending chargebacks. That said, a 30% reduction in your chargeback ratio will lower you from, say 3% to 2%, which for many debt consolidation companies is all they need to be able to continue processing successfully indefinitely. At Soar Payments, we offer chargeback alerts, fully integrated with your payment gateway and debt consolidation merchant account, as part of our chargeback management tools.
- Obtaining Customer eSignature Authorization: Certainly less easy than chargeback alerts or customer payment receipts, but perhaps even more effective are customer e-signature authorizations. The way it works is this, when a customer places a transaction, they are provided with an electronic signature document that spells out the terms of their purchase, refund policy, etc. This is a great way to ensure that (a) you’ll win virtually any chargeback that occurs, (b) you’ll reduce the incidents of customers initiating chargebacks because the formality of signing this document forces customers to remember the transaction and minimizes friendly chargebacks.
- Train customer service staff to lead with a refund:
No legitimate debt consolidation business is excited about issuing a refund, particularly when that transaction was properly authorized and the service was fully delivered. To that end, often small business owners are often hesitant or resentful when issuing refunds based on customer complaints that they perceive as invalid. Unfortunately, for debt consolidation businesses, and any high chargeback potential business for that matter, you simply cannot afford to do that. You must train staff to issue refunds virtually unconditionally, and write it off as a cost of doing business, particularly for small ticket transactions. Choosing to fight chargebacks on large ticket transactions may make sense for some debt consolidation businesses, but recognize that for small ticket transactions, it almost always makes sense to issue a refund regardless of the merits of the customer request in order to maintain a lower chargeback ratio for your debt repair business.
- Use recorded line call verifications:
Sales people can be aggressive and short circuit some sales precautions. A rogue sales person that is over-billing, or not fully explaining the nature of services, or over-promising can, by himself cause serious problems for the debt consolidation company. That’s because if a single sales person is contributing say 10% of sales, and 25% of his sales result in chargebacks, that alone is sufficient to cause your debt consolidation merchant account to be shut down. Therefore, by using third party call verifications, or call verifications initiated by a separate department within the company, which call to confirm the order later in the same day, you can rest assured that the customer knows what they ordered, how much the order was, etc. And moreover, to the extent that a chargeback did occur, providing this call recording virtually assures that your debt repair company will win the chargeback.
- Maintain high transaction counts:
If you’ll recall, the relevant consideration for your chargeback ratio is the number of chargebacks divided by the number of monthly transactions. While all of the above tips deal with lowering the numerator (number of chargebacks), equally useful is increasing the denominator (number of monthly transactions). Aside from just doubling the size of your business, which frankly if you could do that you already would have, there’s little you can do here. But do keep in mind that particularly in months in which you know that you have a chargeback(s) make sure to maintain your sales numbers so that your lower sales for that period don’t artificially cause your chargeback ratio to spike.
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Need Debt Consolidation Merchant Services?
We’ve Got You Covered.
Soar Payments provides check processing (ACH), debit and high risk credit card processing to dozens of debt consolidations businesses, ranging from new startups to businesses processing hundreds of thousands of dollars a month. So when you’re ready, we’re ready.