NOWPayments says payment providers should reduce work, not add to it

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NOWPayments’ commercial director argues that payment providers should handle payment-related follow-ups and troubleshooting, reducing the burden on merchants of handling payment inquiries, refunds, and account issues. The company says its support team reports that 97% to 98% of chats are picked up within three minutes and 98% to 99% of emails within 20 minutes, both exceeding the 95% target. In one case, a $105 ETH payment was processed about one minute after customer approval; a BTC refund of more than $400 took about two days from the initial request to the customer confirming receipt.