Book a Demo CONVERSATIONAL AI · PAYMENTS & PROCESSORS
Conversational AI for payment processors: merchant onboarding, dispute and chargeback intake, payout status, integration questions. Lumi verifies, resolves, and follows the regulated path — inside Stripe, your stack.
One demo line · every fintech workflow
Try: “I want to open a business account.”
No signup, no sales rep — just call it.
Take an inbound call from a founder exploring Northwind Pay for their business, understand their company, volume, and use case, explain the account tiers and pricing plainly, and route a qualified lead to the right onboarding specialist.
Thanks for calling Northwind Pay — this is Marcus. How can I help you today?
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Take an inbound call from a founder exploring Northwind Pay for their business, understand their company, volume, and use case, explain the account tiers and pricing plainly, and route a qualified lead to the right onboarding specialist.
+270 moreResolution rate
Always available
Languages
Avg. handle time
Platform integrations
Keep your gateway. Lumi works on top of it.
No rip-and-replace — Lumi layers onto your processor, ledger, KYB/onboarding, and dispute tooling. 270+ integrations.
StripeAdAdyenChCheckout.comMaMarqetaGaGalileoPlPlaidSuSumsubPePersonaAlAlloyOnOnfido
ZendeskTwilioThe inbound loop
Different MIDs, one pattern: a merchant losing a sale, waiting on a payout, or staring down a chargeback deadline — arriving at every hour, exactly when a generic “contact your bank” reply costs them revenue.
A merchant losing a sale at checkout — soft decline, hard decline, 3DS step-up, or issuer flag. They need the decline reason and the retry path now, not a case number.
A settlement-timing question from an operator who runs payroll off deposits. Lumi reads the settlement schedule and batch state — it never releases funds itself.
A new merchant stuck in underwriting review. Lumi explains what the underwriting file still needs and collects it securely — it never approves or underwrites the account.
A dispute the merchant wants to represent. Lumi intakes the chargeback, collects the compelling evidence, and routes it to your risk team — it never adjudicates the dispute.
A rolling-reserve or risk-hold question that reads as “you're keeping my money.” Lumi explains the reserve terms already on the account and escalates the exception — it never lifts the hold.
The merchant who can’t get a real answer is one bad batch from switching processors — and telling every operator they know. A system should read the decline and open the dispute before the deadline slips.
What is conversational AI for payments?
Conversational AI for payments authenticates the merchant, then reads the real state of their account — the decline reason (soft, hard, 3DS step-up, issuer flag), the settlement batch and payout schedule, the onboarding file — from your gateway and explains it plainly, 24/7. It collects the underwriting documents that unblock an onboarding review, explains reserve and hold terms already on the account, and INTAKES a chargeback: opening the case, gathering the compelling-evidence package before the network deadline, and routing it to your risk team. Crucially it assists and never decides: it never approves or underwrites a merchant, adjudicates a dispute or chargeback, overrides a reserve or hold, or gives interchange or pricing advice as a decision — those route to your risk and ops team by design, on an authenticated, least-privilege, fully-logged basis.
The difference a merchant feels
A generic chatbot or ticket backlog
Lumi
“Contact your bank” to a merchant losing a sale is how you lose a portfolio. A real decline read is the merchant you keep — authenticated, answered, and routed to risk if it’s a decision.
The decline question is just the front door
Whatever a merchant asks, Lumi handles the support work — declines, settlement, onboarding docs, dispute intake — and hands anything that’s a decision to the right person, in plain operator terms.
Dashboard chat, email, SMS, WhatsApp, voice — the operator who pings support from the merchant portal and calls when a batch is late stays one conversation, with the MID and case carried across all of it.
Authenticates the merchant, then reads the actual response — soft decline, hard decline, 3DS step-up, issuer flag — from your gateway and explains the retry or fix instead of a dead “contact your bank.”
For onboarding and re-underwriting, Lumi explains exactly which documents the file still needs and collects them securely — it never approves the merchant or makes the underwriting call; that stays with your risk team.
Batch cutoffs, payout schedule, funding delays, ACH return — Lumi reads the settlement state and explains the timing, then escalates a genuine funding exception. It never moves, releases, or reschedules a payout itself.
A chargeback comes in, Lumi opens the intake, collects the compelling-evidence package before the network deadline, and hands the complete file to your dispute team — it never decides who wins the dispute.
Your processor, ledger, KYB/onboarding, dispute tooling, Zendesk — Lumi reads and writes where your ops team already works. No rip-and-replace, no side spreadsheet.
From first application to first chargeback
Onboarding, first declines, settlement, then the inevitable dispute. Here’s the merchant motion as Lumi handles it, and exactly where it assists versus routes to your risk team.
A new merchant starts onboarding and wants to go live yesterday. The application is missing a bank letter, a beneficial-owner ID, or a processing statement.
Lumiexplains exactly which underwriting documents the file still needs and collects them securely — it never approves or underwrites the account.
The merchant is processing, and the first declines land at checkout with a customer standing at the counter. They read “declined” and blame the platform.
Lumireads the real response — soft, hard, 3DS step-up, issuer flag — and explains the retry path, in plain merchant-operator terms.
The daily batch settles and the payout lands — or a funding delay, ACH return, or reserve makes the deposit smaller or later than expected.
Lumireads the batch and payout schedule and explains the timing; a real funding exception is escalated. It never releases or reschedules the payout.
The chargeback that can’t sit in a ticket
Intake opened · merchant authenticated
Reason code read · deadline flagged
Collecting delivery proof + receipt
Collecting settlement records
Full file handed to dispute team
Escalated — Lumi never lifts the hold
Every dispute moves left to right, but it stops at the wall: Lumi intakes and collects evidence — it never adjudicates the chargeback or decides the outcome. The complete file lands with your risk team, on the deadline, every time.
Built for a regulated payments business
A support line on top of a processor needs walls, not improvisation. These four are wired in before the first merchant — so support never crosses into an underwriting, dispute, or reserve decision.
Lumi explains declines, reads settlement, and collects onboarding docs. It never approves or underwrites a merchant, adjudicates a chargeback or dispute, overrides a reserve or hold, or gives interchange or pricing advice as a decision — those are your risk and ops team's calls, always, by design.
No MID detail, payout, or dispute is discussed until the merchant is verified. Lumi operates on least-privilege, scoped permissions — it reads and updates only what you allow, and every action is written to an immutable log.
Underwriting decisions, dispute adjudication, reserve and hold exceptions, fraud and suspicious-activity flags are escalated to your risk or ops team with the full authenticated context attached — never resolved by the AI alone.
Lumi reads and writes your processor, ledger, KYB/onboarding, and dispute tooling — you keep the money-movement systems you run. There's nothing to migrate and no fund movement that isn't yours.
Questions, answered
No. Lumi collects onboarding and underwriting documents and explains where an application stands, but it never approves, underwrites, or declines a merchant — that decision stays with your risk team. It authenticates the merchant before discussing an account and logs every action.
Never. Lumi opens the dispute intake, collects the evidence, and files the complete file with your risk team before the deadline — it never adjudicates the chargeback or decides who wins. Adjudication is a human, regulated decision by design.
It reads the real decline reason — soft decline, hard decline, 3DS friction — and gives the merchant the concrete next step, so a recoverable sale isn't lost. It explains; it doesn't override a risk rule.
It explains your published pricing and how interchange works factually, but it never gives pricing guidance as a decision or negotiates terms — commercial and risk decisions stay with your team.
Your processing and ledger stack (Stripe, Adyen, Checkout.com), card issuing where relevant (Marqeta, Galileo, Lithic), Plaid, your KYB/KYC provider, and your help desk (Zendesk, Twilio). It reads real state and writes back every action, on scoped permissions.
Flat monthly pricing based on the workflows and channels you enable — not per-resolution. Bring your merchant volume and stack to a demo and we'll scope it.
Guides & comparisons
Give it your merchant support line.
Open the demo and treat it the way your merchants do — ask why a payment declined, ask where a payout is, then throw it a chargeback and push for a ruling. Then bring your portfolio and your stack to a walkthrough.
(986) 249-0330
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