Skip to main content

​
6.1 Transparency & Support Overview

Checky Pro is built on the principle of clarity.
Merchants should always know where to find information, what fees apply, and how to get support when they need it.
This page describes our transparency guidelines and our support process.

​
6.2 Transparency

We keep merchants informed through clear documentation, policies, and regular updates.
  • Pricing – all fees are listed in our Pricing page.
  • Policies – you can review our Privacy Policy, Data Processing Agreement, and Compliance Overview at any time.
  • Notifications – important changes such as payout schedules, reserve adjustments, or required onboarding documents are always communicated by email and reflected in the dashboard.
  • Reporting – in Reporting & Analytics you can see exactly how fees and payouts are calculated.

​
6.3 Support Process

Merchants can reach our support team directly via email.Email address: support@checkypro.com
Response times:
  • Standard questions: within 24 hours on business days
  • Urgent payment-related issues (e.g. failed payout, blocked transaction): prioritized with a first response within 4 hours
    Languages: English and Dutch
    Availability: Monday to Friday, 09:00 – 18:00 CET
All support requests are logged in our ticketing system. You will always receive a ticket number so that you can track the status of your request.

​
6.4 Escalation

If an issue cannot be solved by first-line support, it is escalated internally:
  • Level 1 – Support agent (initial triage and resolution)
  • Level 2 – Technical or compliance specialist (complex issues, onboarding, payouts, chargebacks)
  • Level 3 – Senior operations team (system-level or contractual matters)
Merchants are informed about escalation and expected timelines.

​
6.5 Community & Partners

Many of our merchants also interact with us through partner communities and private Discord groups.
While these channels are not a replacement for official support, they provide a fast way to get informal help, share knowledge, and stay up to date with product changes.

​
6.6 Service Commitments

  • We aim to respond to all merchant emails within 24 hours.
  • Urgent issues related to payments or payouts are prioritized.
  • No issue is closed until the merchant confirms resolution.
  • Policy changes are communicated proactively through email and visible in the dashboard.