Document Requests
Manage document requests through the Dashboard or build a custom document management experience using the DocumentsAPI. To determine which option is best for you, review our integration options for document management.
Manage Document Requests
Documents can be fully managed through the Partner Dashboard. When documentation is requested, an email notification is sent to all partner and merchant users who have email notifications enabled for Additional information requests.
To manage merchant email notifications for document requests, refer to our Merchant Preferences guide.
Upload merchant documentation
To upload documentation on behalf of a merchant:
- Navigate to Merchant Management > Merchants and select the desired merchant
- Navigate to the Documents tab
- Click the Submit Requested Information button
- Upload the requested information and click the Submit Additional Information button
View request status
To view the status of a documentation request:
- Navigate to Merchant Management > Merchants and select the desired merchant
- Navigate to the Documents tab
- Refer to the
statuscode of the respective request
Refer to the Document Request States for detailed information on each status.
Common Reasons for Document Requests
For active merchants using , it's not uncommon to receive requests for additional documents. Generally, document requests are part of our ongoing efforts to ensure compliance, security, and smooth operation of the merchant account.
The table below defines the most common scenarios in which additional documentation may be requested.
| PURPOSE | COMMON DOCUMENT REQUESTS | |
|---|---|---|
| New Merchants | ||
| Business verification | Verify the legitimacy and standing of the business. |
|
| Business owner verification | Confirm the identity of the business owner. |
|
| Processing volume verification | Ensure reported processing volumes match those stated in the application. |
|
| Active Merchants | ||
| Periodic account review | Ensure all merchant account information is current and compliant with regulatory standards. |
|
| Release of funding hold | Resolve any issues causing a hold on the merchant’s account. |
|
| Account change verification | Verify significant account changes, like ownership or business structure changes. |
|
| Risk management procedures | Review unusual or significant transaction patterns. |
|
Types of Document Requests
| DESCRIPTION | ||
|---|---|---|
| Files | ||
| Bank Letter or Voided Check | Voided Check: Official bank document proving an account's authenticity with pre-printed account details. The Voided Check should:
Bank Letter: Formal letter from the merchant's bank verifying the account holder's details. The Bank Letter should:
| |
| EIN Letter | Confirmation letter from the IRS that provides the Employer Identification Number. | |
| Articles of Incorporation | Official documents that legally establish the creation of a corporation. | |
| Business License | Government-issued document that certifies a business to operate legally within a certain geographical area. A photo of the Business License is accepted, as long as it is readable. | |
| Utility Bill | Monthly statement from a utility service (e.g., electricity, water, gas) verifying a business's address. | |
| Processing Statement | Recent statements from a payment processor detailing transaction history. The number of months requested will be specified in the requestNotes. | |
| Financial Statements | Comprehensive reports detailing a company's financial performance over a specific period, typically including a Profit and Loss (P&L) statement and a Balance Sheet. | |
| Bank Statements | Documents from a bank detailing the transactions carried out within an account over a specified period. The number of months requested will be specified in the requestNotes. | |
| 501c3 | Official documentation proving a non-profit organization's tax-exempt status under IRS section 501(c)(3). 501c3 will only be requested from non-profits. | |
| Tax Return | Government document detailing income, expenses, and other tax-related information. The year of the requested Tax Return will be specified in the requestNotes. | |
| Invoice | Detailed bill from transactions or services provided, listing quantities, prices, and terms. The date and amount of the transaction for which the Invoice is requested will be specified in the requestNotes. | |
| Driver’s License or Passport | Government-issued identification that includes a photo and personal details. The name of the individual for whom the driver’s license is requested will be written in the requestNotes. | |
| Driver’s License - Back side | Government-issued identification that includes a photo and personal details. | |
| Other | Any document not listed that may be required based on specific circumstances. If other is selected, notes will be provided in the requestNotes field to explain the request. | |
| Written Prompts | ||
| Business model | Description of the merchant’s products/services, target market, and any unique features or value propositions that differentiate the business from others in the industry. | |
| Pricing model | Description of the merchant’s pricing model, including general costs of goods or services. | |
| Website | Link to the merchant’s website. Facebook and Instagram websites are not accepted. | |
| No shopping cart | Description of how the merchant typically handles order placements, along with the usual lead time between when an order is made and when it’s fulfilled. This information is typically only requested from merchants without a shopping cart on their website. | |
| Other | If other is selected, notes will be provided in the requestNotes field to explain the request. | |
Document Request Requirements
| TYPE | ACCEPTED INPUT | DETAILS |
|---|---|---|
| Files | Upload a file | File types: .pdf, .png, .jpg, .tiff File size limit: 10MB |
| Written prompt | Submit a written response | Character limit: Up to 255 characters |
Document Request States
| STATUS | DESCRIPTION |
|---|---|
requested | Document was requested from the merchant. |
submitted | Document was submitted to and is under review. |
verified | Document was verified. No further action is needed. |
rejected | Document was rejected for failing to meet the review criteria. Reasons for rejection may include:
If a document is rejected, a detailed explanation will be provided and an updated document will be requested. |