Reviewed before go-live. Watched after.
Who we accept, what review covers, how disputes and messaging are handled, and the entity behind the platform.
Who we accept.
Registered US businesses that sell their own goods and services online. Nothing else.
Acceptable use policy- Entity
- An LLC, corporation or partnership registered in a US state, with a US bank account in its own name.
- One business per account
- An account processes only the sales of the business that signed for it. Processing for anyone else is a breach of the agreement and ends it.
- Honest category
- What the account processes has to match what the application and the website say it sells. We check, and so do the banks.
- Prohibited
- The acceptable use policy lists what we don’t process. The list is enforced in review, not just published.
What review covers.
It usually takes two to five business days. We tell you up front what we need.
- Business
- Registration with the state, EIN, and the address where it operates. The bank account must be in the business’s own name.
- Owner
- Name, date of birth and a government ID for the person who signs, plus anyone who owns 25% or more.
- Sanctions
- The business and its owners are screened against OFAC and other sanctions lists, at onboarding and on an ongoing basis.
- Website
- We read it. What is sold, the prices, the refund and shipping terms, the contact details and the privacy policy all have to be there and have to match the application.
- History
- Prior processing statements, refund and dispute rates, and any terminated accounts.
- Ongoing
- Refund and dispute ratios are watched every day. An account whose activity stops matching what was approved is paused and asked about it.
Disputes and refunds.
The aim is fewer disputes, then a documented answer to each one that arrives.
- Descriptor
- The statement descriptor is printed at checkout, on the confirmation page and in the receipt email, so a buyer recognizes the charge later.
- Refund terms at checkout
- The business’s refund and cancellation terms are shown next to the pay button, not behind a link, and the buyer confirms them with a checkbox that is never pre-ticked.
- Alerts
- Card-network alerts let a business refund a disputed charge before it becomes a chargeback, within a limit it sets.
- Responses
- Evidence is assembled from what checkout recorded: address and security-code checks, IP, the descriptor shown, the terms accepted, and carrier tracking. Filed before the deadline.
- Ratios
- Dispute and refund ratios are reported to each business daily, against the card-network thresholds.
Messaging.
Texts and push go only to people who asked for them.
- Consent
- Opt-in is recorded with the time, the page and the wording the person saw. Purchased lists are not accepted.
- STOP and HELP
- STOP is honored immediately across every program on the number. HELP is answered with the business name and how to reach it.
- Hours and volume
- Nothing sends outside 9 AM to 8 PM in the recipient’s time zone. At most three texts a day per person.
- Registration
- Every texting number is registered with the carriers under the business’s own brand before the first message.
The entity behind the platform.
Trustfac is a payment platform and a technology company, not a bank. Card and bank payments are processed through US acquiring banks and payment processors. Each business on the platform is the merchant for its own sales, is reviewed and approved individually, and is paid out to a bank account in its own name. Trustfac does not hold customer deposits.
Complaints that support cannot resolve can be escalated in writing to the address above. We acknowledge within two business days and answer within ten.
Ready to apply?
Tell us about the business and we’ll tell you what review needs before you spend time on documents.