You received a notice that your case was transferred to another team, and you may be worried about starting over. You won't: routing is a normal part of the process — it means your case needs a specialist — and all your information goes with it.
Specialist teams
- Payments: transaction behavior, stuck statuses, specific payment methods.
- Risk: transactions in review, fraud prevention declines, chargebacks.
- Finance: payouts, reconciliation discrepancies, fees, and invoicing.
- Integrations: technical errors with the API, plugins, Checkout, or webhooks.
- Compliance: account verification, business documentation, and regulatory requirements.
What changes for you
- Your ticket number stays the same: you keep following up with the same ticket number as always.
- Your context is kept: the new team receives the full history; you don't need to explain your case again.
- Response times may vary: specialist teams manage their own queues, and some cases require deeper analysis.
If your case has gone several days without an update after the transfer, reply on the same ticket asking for a status update instead of opening a new request.