> For the complete documentation index, see [llms.txt](https://docs.reachplatform.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.reachplatform.com/core-product-structure/product-catalog-offering/payments-fees-and-compliance.md). # Payments, fees, and compliance Payment rules, refundability, dunning behavior, and gateway setup. ### Overview This section describes how **payments** are collected and how the platform behaves on **failures**. It also captures the **refund rules** and the **dual-gateway model**. ### Payment management **Auto-pay** is mandatory for all accounts. Card details are handled by the **payment gateway**. The platform stores only **tokenized card data**. | Parameter | Standard configuration | Notes | | --------------------- | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------- | | Accepted payment mode | Credit / debit card | Primary method for all transactions. | | Auto-pay | Mandatory | Cannot be disabled. | | Save card on file | Mandatory | Required for auto-pay and retry logic. | | Payment gateway | Brand-configured | Brand confirms gateway choice and provides credentials (if applicable). | | Tax engine | Brand-configured | Brand confirms tax engine choice and provides credentials (if applicable). | | Card management | Yes | Card entry happens on the gateway-hosted page. Platform stores token only. Add secondary cards and change default card are supported. | | Payment failure retry | Day 0 + 1 | Next-day retry after a failed payment. Decline codes include: 530 (Do Not Honor), 302 (Credit Floor), 521 (Insufficient Funds). | ### Refund policy **Refundability** depends on the **charge type**. No refunds are issued for **mid-cycle disconnections** or **port-outs**. **Data top-ups** are **non-refundable**. | Fee / charge type | Refundable | Notes | | -------------------- | ---------- | ------------------------------------ | | Data top-up | No | Non-refundable in all cases. | | Activation fee | Yes | Refundable per policy. | | Reactivation fee | No | Non-refundable. | | Plan MRC (mid-cycle) | Yes | Pro-rated refund applies per policy. | | Shipping charges | Yes | Refundable per policy. | ### Dunning and non-payment policy When a payment fails, the platform follows a defined **dunning process**. The full schedule (exact day-by-day timing) is maintained separately. | Event | Timing | Action | Notes | | ------------------------- | ----------------------- | ------------------------ | -------------------------------------------------------------------------------- | | Initial payment attempt | Bill due date (Day 0) | Auto-charge card on file | Auto-pay is mandatory. | | Payment retry | Day 0 + 1 | Automatic retry | Standardized decline handling. | | Service suspension | Per dunning schedule | Hotline / suspend | Use the Dunning Policy Sheet for exact timing. | | Voluntary disconnection | End of billing cycle | Disconnect | No mid-cycle refunds. | | Involuntary disconnection | 30 days post-suspension | Disconnect | Dues must be cleared before reconnection. After 30 days, the number is recycled. | ### Multi-payment gateway support The platform can run **two gateways in parallel**. This avoids disruption for **existing customers** while onboarding **new customers** onto the default gateway. {% hint style="info" %} Saved card data is **not** migrated between gateways. {% endhint %} | Parameter | Standard configuration | Notes | | ---------------------------------- | ------------------------------------- | ---------------------------------------------------------------------------------------------------- | | Primary gateway (new users) | Stripe | New users and newly added payment methods use Stripe. Stripe uses Reach-owned credentials. | | Secondary gateway (existing users) | IPPAY (legacy) | Existing users continue with their stored legacy payment methods. | | Payment methods supported | Card (default) + ACH (optional) | ACH enablement requires additional ops setup. | | Customer UX | No gateway differentiation on Web/App | Reach Central indicates the gateway used. | | Reporting | Enhanced with gateway metadata | Reports include Payment\_Gateway\_Name. Impacted reports include Daily Payments and Monthly Refunds. | | Branding | Tenant-wise via Stripe Checkout | Stripe descriptors support static and dynamic brand components. | | Commercial terms | Shared separately | Commercial terms are handled via cost recovery discussions. | {% hint style="info" %} Questions or clarification? Reach out to your respective account manager or email us at for help and support. {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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