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Qint’s execution partner screens its segregated per-merchant wallets on a regular basis. If a screening hit can be traced to one particular payment, Qint asks you, the merchant, about exactly that transfer. Your buyers are never identified, contacted or asked anything: the question goes to the merchant who received the payment. An inquiry is a flag for review, not a block. The payment stays settled and your integration keeps working. Only the flagged amount is affected, as described in the hold rule.

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What you see

When an inquiry is opened on a payment:
  • The merchant’s Owner and Admin users receive an e-mail with the subject “Information requested about a payment”. It names the payment, the amount and the reason for the request.
  • The payment shows an Information requested badge in Dashboard → Transactions, and its detail page gets an Information requested panel with the reason and the date it was raised.
  • The Dashboard home page shows a notice while any inquiry is open.
  • If funds are on hold, the balance tile shows a line such as “On hold CHF 120.00 (1 payment)”, in your Account Currency.
There is no webhook event for inquiries yet. You learn about them through e-mail and the dashboard. The payment’s status does not change, so your payment.status handling is unaffected.

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How to answer

Open the payment in Dashboard → Transactions and use the panel:
  1. Write your answer in the text box — up to 4’000 characters. Explain the business context of the payment: who the goods or service were for, what was delivered, and anything that supports it.
  2. Optionally attach supporting documents: up to 5 files, each PDF, PNG or JPG, each no larger than 5 MB. The dashboard checks size and type before upload.
  3. Click Send answer.
Owner, Admin, Member and Finance users can answer. Each inquiry can be answered while it is open; once sent, the panel shows your answer, the number of documents, and “Waiting for the compliance review”.

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Timelines

Please answer within 5 business days of the request. This is the stated expectation, not an automatic cut-off: the inquiry stays open until the compliance team has reviewed your answer.

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The outcome

After reviewing your answer, the compliance team resolves the inquiry in one of two ways. You are notified by e-mail and the panel shows the outcome and any note:

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The hold rule

When an inquiry is opened, the compliance team decides whether to hold the flagged funds. By default they do.
  • While an inquiry is open or answered and funds are held, the amount credited for that payment is excluded from your available balance. It shows as on hold, and payouts can only use the available figure.
  • Only that one payment is held. The rest of your balance is untouched.
  • Cleared or Confirmed releases the hold. A confirmed inquiry does not claw anything back through the platform.

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In the API

Inquiries are not exposed through the merchant API yet: the payment intent has no inquiry field, and there is no webhook event. Use the e-mail and Dashboard → Transactions to follow them.