> ## Documentation Index
> Fetch the complete documentation index at: https://docs.qint.ch/llms.txt
> Use this file to discover all available pages before exploring further.

# Compliance inquiries

> What happens when Qint asks you about a specific payment — and how to answer.

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](#the-hold-rule).

## 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](/guides/settlement.md).

> [!NOTE]
>
> 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.

## 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"**.

## 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.

## 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:

| Outcome | Meaning |
| - | - |
| **Cleared** | The payment is in order. Any hold is released. |
| **Confirmed** | The compliance team confirmed the concern. Any hold is released as well; if funds have to be recovered, that is handled directly with you outside the platform. |

## 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](/guides/payouts.md) 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.

## In the API

Inquiries are not exposed through the merchant API yet: the [payment intent](/accept-payments/api-payments.md) has no inquiry field, and there is no webhook event. Use the e-mail and **Dashboard → Transactions** to follow them.


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