If you're a Payer and encountering time-sensitive or critical issues in PaymentWorks, you can mark your ticket as Urgent to alert our Support team to prioritize your request.
This article outlines when it's appropriate to escalate a ticket and the correct steps to ensure your request receives the attention it requires.
What Constitutes an Urgent Issue?
Support tickets should be marked as Urgent when you're experiencing:
- Payment delays or payment-related issues
- Suspected fraud affecting your vendor network or transactions
- System or integration outages
- Before escalating, please check the PaymentWorks Status Page to verify if there is a known system-wide issue.
- Before escalating, please check the PaymentWorks Status Page to verify if there is a known system-wide issue.
- Extended resolution delays on a previously submitted ticket
How to Mark a Ticket as Urgent
When Submitting a New Ticket
- Include the word “Urgent” in the subject line
- Clearly describe the issue and its business impact in the message body
- Include key details such as:
- Vendor name or vendor number
- Request or update IDs
- Screenshots or error messages (if applicable)
- Vendor name or vendor number
After Receiving an Initial Response
- If the issue remains unresolved and becomes critical, reply to the existing ticket
- Add “Urgent” to your reply message to flag it for escalation
If You Haven’t Received a Response
If you don’t hear back within a reasonable timeframe (e.g., 24 hours for time-sensitive issues):
- Open a new ticket
- Include the word “Urgent” in the subject line
- Provide:
- A clear description of the issue
- The original ticket number
- Any updated information
- A clear description of the issue
- This ensures your request is routed correctly and not missed.
If you're unsure whether your situation qualifies as urgent, feel free to submit a standard ticket, and our team will triage accordingly.
For additional support or if you encounter issues, please contact PaymentWorks Support.