Question 1

How quickly can I expect a response?

Accepted Answer

Response times depend on your service level, but most inquiries are addressed within a few business hours.For urgent issues, your account manager and the live Discord channel ensure immediate attention.

Question 2

What are SmartRetry’s support hours?

Accepted Answer

Support is available Sunday to Friday (depending on your region and service plan), and critical issues are handled through priority escalation by your account manager.

Question 3

What kind of support does SmartRetry provide?

Accepted Answer

Our customer success team accompanies you from integration to live production and beyond.We assist with technical setup, API testing, optimization strategies, and ongoing monitoring — ensuring your payment performance stays at its best.

Question 4

What communication channels are available for clients?

Accepted Answer

Clients can communicate with their account manager and our support team through a private Discord channel or another preferred channel agreed upon during onboarding.This ensures quick responses and seamless collaboration between your team and ours.

Question 5

Do SmartRetry clients get a dedicated account manager?

Accepted Answer

Yes. Every SmartRetry client is assigned a dedicated account manager who provides direct assistance throughout the integration process and ongoing operations. You’ll also receive a direct phone number for quick communication.

Question 6

Can SmartRetry connect directly to my payment provider?

Accepted Answer

Yes, in many cases SmartRetry can connect directly to your existing payment provider, and in some instances this connection is already supported.This means integration can be done with no additional development work on your side — you simply need to request the activation from your provider.However, if you work with multiple providers, we generally recommend keeping SmartRetry integrated on your side rather than through a single provider, since providers typically have an incentive to keep transactions within their own network.Our team can advise you on the optimal setup for your specific use case.

Question 7

Does SmartRetry support Shopify, Wix Payments, or other closed platforms?

Accepted Answer

Support for Shopify, Wix Payments, and other closed or restricted platforms may vary depending on their current API and plugin policies.In many cases, we can still offer partial or indirect integration — for example, through your payment provider’s API.We recommend contacting us directly to check the available options for your specific setup.

Question 8

How long does the integration process take?

Accepted Answer

The integration process usually takes between 2 to 5 business days, depending on your platform and setup.Using our official SmartRetry plugin for platforms like WooCommerce, Magento, or PrestaShop can significantly speed up the process, allowing you to complete the integration and start optimizing payments.

Question 9

Is there a sandbox or testing environment?

Accepted Answer

Yes. You can start with a sandbox environment that replicates the full production flow.It allows your developers to test API calls, webhooks, and response handling before going live.

Question 10

Does SmartRetry support popular eCommerce platforms?

Accepted Answer

Yes. SmartRetry provides plugins and SDKs that work with leading eCommerce platforms such as WooCommerce, Magento, and PrestaShop, making it easy to connect without custom development.Additional integrations are added continuously to support a wide range of payment environments and online stores.

Question 11

What kind of results can I expect?

Accepted Answer

On average, SmartRetry users experience a 5–25% improvement in approval rates, depending on transaction type, region, and acquirer mix.The system continuously learns and optimizes, so performance improves over time as more data is collected.

Question 12

How quickly can SmartRetry be implemented?

Accepted Answer

Integration can take as little as one to two days.You can connect via REST API, SDK, or pre-built connectors for popular PSPs.Our technical team also provides sandbox access for testing before you go live.

Question 13

How secure is SmartRetry?

Accepted Answer

SmartRetry was built with security and privacy at its core.All data is encrypted in transit and at rest, and sensitive payment details are never stored on our servers.Access to systems is tightly controlled through role-based permissions and multi-factor authentication, ensuring only authorized personnel can reach operational data.The platform undergoes regular security reviews and penetration testing to maintain the highest protection standards and safeguard your business and customer information.

Question 14

Can SmartRetry work globally?

Accepted Answer

Yes. SmartRetry supports global acquirers, regional PSPs, and multi-currency environments, enabling merchants to optimize approvals across different markets.It also adjusts logic based on local issuer behaviors, MCC patterns, and 3DS regulations per region.

Question 15

Is SmartRetry a processor?

Accepted Answer

SmartRetry is not a processor.It’s a layer on top of your existing payment providers that enhances approval rates through intelligent retry and routing logic.You keep using your PSPs and acquirers — SmartRetry just helps you get more approvals with them.

Question 16

Can I use SmartRetry only for data analysis without retrying transactions?

Accepted Answer

No. SmartRetry is not a standalone analytics tool — it’s an active optimization engine.While it provides detailed analytics and reporting, its core functionality is to execute real retry and routing decisions that improve your approval rates in real time.The insights you see are a byproduct of SmartRetry’s active processing, not a separate passive analysis layer.

Question 17

Does SmartRetry include analytics or dashboards?

Accepted Answer

Absolutely. SmartRetry offers real-time analytics and reporting showing approval rates, retry outcomes, acquirer performance, and 3DS success rates.The data is accessible through the dashboard, helping you measure impact and identify optimization opportunities.

Question 18

Can SmartRetry recommend when to add or change acquirers?

Accepted Answer

Yes. SmartRetry provides insights and performance reports that highlight when an acquirer is underperforming.You’ll receive actionable suggestions about adding new providers or shifting volume — helping you make data-driven routing decisions.

Question 19

What happens if I have only one payment provider?

Accepted Answer

Even with a single acquirer, SmartRetry can still apply advanced retry logic — including 3DS optimization, data enrichment, and issuer-side adaptations.However, using multiple acquirers significantly improves flexibility and approval performance.

Question 20

How does SmartRetry manage multiple acquirers?

Accepted Answer

SmartRetry is built for multi-acquirer environments.It continuously monitors performance, latency, and approval trends for each acquirer, and routes or retries transactions accordingly.This ensures you’re always using the acquirer most likely to approve a given transaction — based on region, card type, MCC, or 3DS result.

Question 21

Is there a setup or onboarding fee?

Accepted Answer

No. There is no setup fee or onboarding cost. You can get started without any upfront investment.

Question 22

What happens if SmartRetry doesn’t recover a payment?

Accepted Answer

You pay nothing. SmartRetry only charges on successfully recovered payments — if we don’t recover it, there’s no fee.

Question 23

How long until merchants see first results?

Accepted Answer

Most merchants see their first recovered payments within a few days of going live.

Question 24

Is there a minimum volume requirement?

Accepted Answer

Minimum volume requirements — if any — are determined by your sales representative and depend on your business size, average transaction count, and processing setup.

Question 25

Can I cancel at any time?

Accepted Answer

Yes — you can cancel anytime with no long-term commitment.If you haven’t received a dedicated discount, you can simply stop sending transactions through SmartRetry, and no further charges will apply.If you did receive a volume-based discount or annual commitment, you’ll just need to refund the value of the discount before termination.You’re billed only for transactions successfully processed through our system.

Frequently Asked Questions