Your Payment Provider Should Reduce Work, Not Add It

NOWPayments reported that its Failed payment status was rare, at 0.07% of payments created from January 16 through July 16, 2026, and that its support team answers 97% to 98% of chats within three minutes against a 95% target. Kate L., NOWPayments’ commercial director, said the provider handles payment-specific follow-up for merchants, including network delays, customer mistakes, refunds and account-access issues. In one case, a customer sent $105 in ETH through an incorrect payment flow, and the merchant received the funds about one minute after the customer approved manual completion. A BTC refund worth more than $400 took about two days from request to receipt, while a separate account-access case was answered within 12 minutes and resolved without moving funds.