A "Risk Hold" occurs when a transaction needs closer review before funds are released to your business. Holds are a normal part of how D-Tools Payments protects merchants and their customers.
The following are the FAQs about risk holds from customers when using the D-Tools Payment solution.
Why was my transaction flagged for risk review?
Holds happen when a transaction falls outside your typical processing pattern. We look at the full picture for each transaction — things like how the amount compares to what you usually process, how much exposure is concentrated with a single customer, and the type of goods or service involved. It's rarely just one signal; our system weighs all of these together before flagging a transaction for review.
Is there a fixed dollar amount that automatically triggers a review?
Not a single fixed threshold. Your approved application parameters — such as your average ticket and monthly volume — feed into your initial risk profile, but a transaction under those parameters isn't automatically cleared. We also factor in your historical processing patterns, customer concentration, and the type of service being sold.
What documentation is typically needed to resolve a hold?
We'll usually ask for:
An invoice or similar documentation showing the customer's name, the expected delivery or completion date, and a description of the goods or services.
Recent business bank statements (typically around three months).
If bank statements alone don't clearly show that your business can cover the transaction, we may also request additional financial documentation, like a profit & loss statement or balance sheet. Requirements can vary case by case — we'll always let you know exactly what's needed.
How long does a risk review typically take?
We target a one-business-day turnaround for risk reviews once we have the documentation we need. Weekends and holidays can add a business day or two of apparent delay, even though the review itself is still moving within that window.
Has my customer already been charged while a payment is under review?
It depends on the payment method.
Credit card payments: Funds are typically pulled from the cardholder when the payment settles. If a payment settles and then has to be refunded because the business can't support the transaction, card fees are still incurred, and the cardholder may wait several days for the funds to return to their available card balance. That is why a card payment under review is canceled at the end of the business day if we haven't received the requested documentation. Canceling before the payment settles means the funds are never pulled from your customer's card, no fees are drawn from your business bank account, and your customer isn't left waiting on a refund. Once the Risk team reviews and approves your documentation, you can run the payment again, which helps prevent it from being held a second time.
ACH payments: ACH works a little differently because settlement is slower — we can often place a hold before funds are ever pulled from the payer's bank account. Because no card fees are involved, ACH holds are not canceled at the end of the day, and we'll keep working with you to resolve them.
To avoid a cancellation on a card payment, send the requested documents as soon as you receive the hold notice. For larger card payments, consider sending your documentation before you run the payment so we can complete the review the same day.
If my bank statements alone don't show my business can cover a large transaction, what else can I provide?
Business profit & loss statements and balance sheets can sometimes serve as an alternative or supplement to bank statements. Personal funds generally aren't considered sufficient on their own—recourse is against the business, not the individual —so your business needs to show it can cover the exposure itself.
What's the difference between a transaction-level hold and an underwriting “Needs Information” status?
A transaction-level hold (payment status “In Review”) pauses a specific payment from being deposited while we look into it. An underwriting-level “Needs Information” status is a different stage entirely — it means your application can't move forward until you provide requested documentation, often banking or processing statements. They happen at different points in the relationship, but they can call for similar supporting documents.