This article explains the scenarios under which payments may be held and display the "Held" status in the BVNK platform for a specific payment. It provides details on how to manage these payments and the steps required to resolve any issues.
Scenarios
Payments can be held for two primary reasons:3
1. Manual Review
- Status: Held
The payment is under manual review by our team.
- If the manual review is passed, the status will transition to "COMPLETE" and the payment will continue processing.
- If the manual review requires additional information, a Request for Information (RFI) will be issued.
2. Request for Information (RFI)
- Status: Held
The payment is under manual review, and our team has requested additional information.
- If the RFI is resolved successfully, the status will change to "COMPLETE".
- If the RFI fails, the status will change to "CANCELLED".
A Request for information may be found and managed within our Case Management Portal called “Payment Support”. Located within the “Manage Account” section, RFI communications and handling may be managed here. More information on Payment Support can be found here: https://help.bvnk.com/hc/en-us/articles/15281552246034-Case-Management-Portal-for-efficient-RFI-handling
You are able to view these payments in the “Crypto Payments” and “Channel Payments” section of the Merchant Portal by following these steps:
- Navigate to the “Crypto Payments" and “Channel Payments” section in the Merchant portal.
- Select "Filters".
- Choose "Tags".
- Select "On Hold".