Support that answers before the bank gets a call
Customer support solutions for phone, live chat and email, built for high-risk businesses.
When a customer can't reach you, the next call is often to their bank. We make sure they reach you first.
Every unanswered customer is a chargeback waiting to happen
In high-risk industries, poor support doesn't just cost a sale. It puts your merchant account at risk.
Missed calls.
Customers who can't get through assume the worst.
Slow email.
A question that waits too long becomes a refund demand.
No chat.
Visitors with a simple question leave, or buy and then dispute.
Your time, gone.
Every hour in the inbox is an hour you're not growing the business.
- Link 1Unanswered emailWaiting
- Link 2Refund requestWaiting
- Link 3ChargebackWaiting
- Link 4Processor reviewWaiting
One unanswered email is often where it starts.
Phone, live chat and email, all covered
Choose one channel or all three.
Phone support
Order questions, billing issues and cancellation requests handled by phone, according to your policies and escalation rules.
What we handle
- Order questions
- Billing issues
- Cancellation requests
- Escalations, by your rules
Phone support
Illustrative previewIncoming call
Your store’s support line
Call summary
- Reason
- Billing question
- Handled by
- Your policy and escalation rules
- Outcome
- Resolved on the call
- Follow-up
- Confirmation email sent
A support conversation, done right
Fast on the easy questions. Firm on the ones that matter.
Support agent
Your store · Online
Try a question
What you're seeing
Fast on the easy questions. A customer who gets tracking in one reply has no reason to call their bank.
- Channel
- Live chat
- Outcome
- Waiting
Want this on your site?
The conversations that decide whether customers stay or dispute
Hover or focus a card to see an example.
Order status and tracking
Where it is, when it lands, and what happens if it doesn't.
Example customer message: Where's my order?
Example support agent reply: It shipped this morning. Here's your tracking link.
Refunds and returns
Handled by your policy, quickly, before frustration turns into a chargeback.
Example customer message: Can I send this back?
Example support agent reply: Yes. Your return label is in your inbox, and the refund follows once it’s scanned.
Subscriptions
Changes, pauses and cancellations made easy.
Example customer message: Can I skip next month?
Example support agent reply: Done. Your next shipment is paused, and you won’t be charged for it.
Billing questions
Charges and billing descriptors explained so customers recognize what they paid for.
Example customer message: What's this charge?
Example support agent reply: That's our store's billing descriptor. Here's the order it belongs to.
Pre-sale questions
Answered from your approved knowledge base, and only from it.
Example customer message: What sizes does this come in?
Example support agent reply: Here are the options listed on our product page.
Escalations
Clear rules for when an issue goes to your team.
Example customer message: I'd like to discuss a wholesale order.
Example support agent reply: That goes to the store team. I've sent them your request.
Your policies. Your voice. Inside your category's rules.
Approved answers only.
Agents work from scripts and a knowledge base we build with you, and you approve.
Your voice.
Responses written in the tone your customers already know.
Research use only means research use only.
No usage, dosing or medical guidance for research products. Agents decline clearly and politely.
No health claims.
For supplements and similar products, agents never make claims your ads and labels can't.
Consistent disclosures.
Refund terms, subscription terms and billing descriptors explained the same way every time.
Research products: For research use only. Not for human or veterinary use.
Illustrative imageYour knowledge base
- Refund termsApproved
- Billing descriptorApproved
- Usage or dosing questions: declinePolicy
- Answer from scripts and a knowledge base you approve
- Write in the tone your customers already know
- Decline usage and dosing questions clearly and politely
- Explain refund, subscription and billing terms the same way every time
Support and payments, working from the same playbook
When you use OnCharge for both, the team answering your customers and the tools watching your disputes work together.
Refund before dispute.
Ethoca and Verifi alerts give an early warning, and a fast support response can resolve the issue before it becomes a chargeback.
Descriptor questions answered.
Many disputes are customers who don't recognize a charge. Clear answers stop them.
Evidence that holds up.
Support conversation records can strengthen your automated dispute evidence when a chargeback does land.
Approval is subject to partner bank underwriting.
Refund before dispute
IllustrationAn alert arrives
AlertAn Ethoca or Verifi alert flags a customer who is questioning a charge.
Support contacts the customer
In conversationA support agent explains the billing descriptor and offers the refund your policy allows.
A refund is issued
RefundedThe customer is refunded before the question becomes a chargeback.
The customer was answered before they disputed.
Live on your channels in five steps
From you
Share your playbook
Products, policies, tone of voice and common questions.
We write, you approve
Scripts and knowledge base
We write them. You review and approve.
Your choice
Channels and coverage
Phone, live chat, email or all three, and the hours you need covered.
Launch
Go live
Chat on your site, a phone line and a support inbox, answered by trained agents.
Ongoing
Review and refine
We tune answers as new questions come in.
Customer support questions
If yours isn't here, ask it on your free consultation.
6 questions shown
Get your time back and your customers answered
Tell us your channels, your volume and your category. We'll design coverage around it.