Frequently Asked Questions

Find answers to common questions about our escrow service

🔍

General Questions

What is an escrow service?

An escrow service is a financial arrangement where a third party (Payburse) holds and regulates payment until all terms of an agreement are met. It provides security by ensuring that buyers only pay when they receive what was promised and sellers are guaranteed payment for their work.

How does Payburse ensure transaction security?

Payburse employs bank-level security measures including 256-bit SSL encryption, secure data storage, and regular security audits. We're also fully compliant with financial regulations and implement strict verification procedures for all users.

Which countries do you support?

Payburse is available in over 120 countries worldwide. Our multi-currency support and diverse payment gateway integrations allow us to facilitate transactions across North America, Europe, Africa, Asia, and Australia. Some features may vary by region based on local regulations.

Account Questions

How do I create an account?

Creating an account is free and takes just a few minutes. Click the "Sign Up" button, provide your email address, create a password, and complete your profile information. You'll need to verify your email before you can start using the service.

What is KYC verification and why is it required?

KYC (Know Your Customer) verification helps us confirm your identity and prevent fraud. Depending on your transaction volume, you may need to provide identification documents, proof of address, and other information. This is a standard requirement for financial services and protects all users.

How do I reset my password?

If you've forgotten your password, click "Forgot Password" on the login page. Enter your email address, and we'll send you a secure link to create a new password. For security, password reset links expire after 1 hour.

Payments Questions

What payment methods are accepted?

We support multiple payment methods including credit/debit cards, bank transfers, and popular payment platforms like PayPal, Stripe, Paystack, Flutterwave, Razorpay, and Interswitch. Available methods may vary by region to provide the best local options.

How long do payments take to process?

Card payments and most digital payment methods are processed instantly. Bank transfers typically take 1-3 business days depending on your location and banking system. Once a transaction is completed, payouts to sellers are processed within 24 hours.

What currencies do you support?

We support transactions in USD, EUR, GBP, CAD, AUD, and many local currencies including NGN, INR, KES, ZAR, and more. Currency conversion is available when needed, though small conversion fees may apply when different currencies are used.

Escrow Process Questions

How does the escrow process work?

Our escrow process has three main steps: 1) Buyer and seller agree on terms and create an escrow, 2) Buyer deposits funds which we hold securely, 3) Seller delivers the product or service, and once the buyer approves, we release the funds to the seller.

What are milestone payments?

Milestone payments divide a project into smaller, manageable phases. Funds are released incrementally as each milestone is completed and approved. This approach is ideal for long-term projects, allowing sellers to receive payment throughout the project while giving buyers control over the quality of deliverables.

What happens if there's a dispute?

If a dispute arises, either party can initiate our dispute resolution process. Our mediation team reviews all evidence, communications, and transaction terms to reach a fair resolution. We may request additional information from both parties before making a final decision.

Business Account Questions

What are the benefits of a Business account?

Business accounts offer lower transaction fees, team member management, advanced analytics, API access for integration, custom branding options, priority support, and higher transaction limits. They're ideal for companies regularly using escrow services.

How does API integration work?

Our REST API allows you to integrate escrow functionality directly into your website, app, or marketplace. You can create escrows, manage milestones, and handle payments programmatically. We provide SDKs for popular programming languages and detailed documentation.

Can I create custom escrow agreements?

Yes, Business and Enterprise accounts can create and save custom escrow agreement templates tailored to your specific business needs. These templates can include customized terms, conditions, and milestone structures that can be reused across transactions.

Still Have Questions?

If you couldn't find the answer you were looking for, our support team is ready to help. We provide multiple ways to get in touch:

📧

Email Support

Contact our support team at support@payburse.com
Response time: Within 24 hours

💬

Live Chat

Chat with our support team in real-time
Available: Monday-Friday, 9am-6pm EST

📞

Phone Support

Call us at +1 (555) 123-4567
Available: Monday-Friday, 9am-6pm EST

Contact Support

⏱️

Fast Response Time

Our customer satisfaction score is 98% with an average response time of under 2 hours.