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When something goes wrong with a transaction, application, or account and you can’t resolve it on your own, escalate it to Rain Support directly in Slack.

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When to escalate

Escalate an issue to Rain Support when:
  • A refund has been pending for more than 30 business days.
  • A KYC application is stuck for more than 3 business days.
  • A user reports an unauthorized transaction.
  • You want to block a suspicious merchant.

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How to escalate

Use Slack and tag @RainSupport directly. To help the team triage faster, include:
  • Transaction ID
  • Last 4 digits of the card
  • User ID (if applicable)
  • Any available evidence or error logs

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What’s next

Decline reasons

Look up what a transaction’s declinedReason means and what to do about it.

Authorization method codes

Map the authorizationMethod field on transaction webhooks to its meaning.

Handle disputes & refunds

File a dispute, process a refund, or handle a chargeback.