Support and Incidents
Stablecoin payments involve customer experience, blockchain confirmation, merchant business logic, and webhook delivery. Support teams need a clear path to investigate problems safely.
Customer support questions
Support should be able to answer:
- What order or invoice was the customer trying to pay?
- Which chain and token were expected?
- Did the customer send a transaction?
- Was the amount correct?
- Has the transaction reached the required confirmation level?
- Did PayIn Cloud send a webhook?
- Did the merchant system fulfill the order or credit the account?
Information to collect
When investigating a payment issue, collect:
- Merchant order or invoice ID
- PayIn Cloud payment/order ID if available
- Customer-provided transaction hash
- Chain/network and token
- Expected amount and sent amount
- Approximate payment time
- Screenshot only if it does not expose secrets or private customer data
Never ask customers to share private keys, seed phrases, API keys, or wallet recovery information.
Incident categories
Common incident types include:
- API order creation failures
- Hosted payment page unavailable
- Blockchain monitoring delay
- RPC provider instability
- Webhook delivery failures
- Merchant fulfillment bugs
- Customer sent wrong amount, token, or network
Escalation path
A practical escalation path:
- Support confirms order, transaction, and customer-visible status.
- Merchant engineering checks internal logs and webhook processing.
- PayIn support checks PayIn Cloud payment status and delivery history.
- Teams agree customer-facing action: wait, fulfill, refund, adjust, or escalate further.
- Record the final resolution for reconciliation.