Merchant account support
From the documents to the first transaction and beyond, with a person who knows the local market.
Opening a merchant account is a regulated process. The better prepared the document set, the faster it moves, with a complete set, approval takes between 1 and 24 hours.
Support does not disappear after go-live. We answer questions about specific transactions, chargebacks and settings within the business day.
What you get
Document checklist
You know what to prepare before you start.
Approval in 1-24 hours
With a complete document set.
Local contract
Local paperwork and local invoicing.
Support that answers
A person, not an autoresponder.
Terms review
A periodic check that your rates still make sense.
Chargeback help
Assistance with evidence and deadlines.
How it works
Enquiry
A short form with your business details and expected volume.
Quote
Concrete rates and the document list.
KYC
Company and ownership checks, 1-24 hours.
Go live and support
Keys or a terminal, training and support afterwards.
Support is judged on a bad day, not a good one
While everything works, every provider looks the same. The difference shows on a Friday afternoon when the terminal goes down, or on the day you receive your first chargeback and do not know what counts as evidence.
So we hold to one simple thing: you speak to a person who knows the local market, the banks and the requirements here. Not an offshore chatbot offering you a help-centre article.
In practice that means when you call about a settlement, the person on the other end can see your account, see the transactions and answer straight away, instead of opening a ticket and coming back in three days.
What support covers
Documents and approval. We say exactly what is needed before you ask your accountant for it, and we review the set before it goes to the bank. That way approval passes first time.
Technical integration. A code review, testing the flow, checking the webhook handling. If something does not work we look at the logs together instead of asking whether you have tried restarting.
Disputes and chargebacks. We explain what the scheme wants for that particular dispute type, help assemble it and file on time. Chargeback deadlines are short and a missed one is an automatic loss.
The everyday. A setting change, another location, a new terminal, a question about a report, a lookup on one transaction. That is the bulk of the work, and it is exactly why response time matters.
What to expect in the first thirty days
Week one: approval, integration, test transactions, first real sale. We check together that settlement arrives as agreed.
Weeks two and three: the fraud rules run in monitoring mode and gather data from your real traffic. We look together at what they would have stopped and decide what to tighten.
Week four: a review of the numbers. What cards your customers use, what the average transaction costs, whether there are declines worth recovering. If a change to the setup or to the payment methods makes sense, this is the moment.
After that you move into normal running, and reviews stay periodic, not because something is wrong but because businesses change.
Chargebacks: what to submit, and by when
A chargeback is a dispute raised by the customer with their own bank. It is not an accusation and not necessarily a loss, but it has a deadline that does not forgive. A missed deadline means an automatic decision for the customer, however right you are.
The first thing is the reason. The scheme assigns a code and that code decides what counts as evidence. For goods not received, the evidence is the tracked shipment with a signature. For transaction not recognised, it is the order confirmation, the name on the statement and the history of earlier purchases by the same customer. For item not as described, it is the photographs and the exact wording of the listing.
We tell you which of those applies to your case, help assemble it to the scheme's requirements and file it. You gather the documents, we take on the procedure.
The best defence, though, comes before the dispute: a recognisable name on the statement, a confirmation email immediately after the order, and trackable delivery. A large share of transaction not recognised disputes never arise at all once the customer sees a name they know.
What to have ready for the first conversation
None of it is mandatory, but with these the conversation is useful first time.
- What cards your customers pay with today
- Rough monthly turnover and average order value
- Online, in store, or both
- What platform your site runs on
- Whether you have subscriptions or instalments
- Your current rate, if you already take cards
Questions about this
What languages do you speak?
Bulgarian and English. The team is here, not in another time zone.
Is there a separate charge for support?
No. It is included, whatever your volume.
Who is my contact?
A named person who knows your account, not a shared inbox answered by someone different each time.
Do you help with migration from another provider?
Yes, and that includes transferring tokenised cards so you do not lose subscribers. A migration usually takes between 3 and 10 days.
What if a terminal fails on a Saturday?
There is an on-call contact for emergencies affecting payment acceptance. For a business that trades at weekends, that is the difference between a lost day and half an hour of inconvenience.
Will you tell me if something in my profile starts going wrong?
Yes. If the chargeback rate approaches the scheme thresholds or an unusual pattern appears, we will call you before it becomes a problem rather than after.
How fast do you respond?
In working hours usually within the hour, and immediately when payment acceptance is down. We also write to you first if we see something in your account that needs attention.
Can I give my accountant access to the panel?
Yes, as a separate user with rights limited to reports and exports. You do not have to share your own login.
Ready to start accepting payments?
Send us an enquiry and you will get a concrete quote with calculated fees for your business, usually within one business day.