Payments held for review - common questions

View our most-asked questions in regard to payments held for review when using Autobooks to accept payments.

• What are information requests?
  At times, Autobooks may request additional information or documentation regarding a payment from your customer. This helps us protect your account, your payments, and your customers from potential fraud.

• Why was I asked to provide more information for a customer payment?
  Autobooks works hard to keep payment processing safe for both small business owners and their customers. Sometimes, we may ask for extra details about your business, products, or services.
  This helps us:

  • Strengthen security
  • Reduce fraud risks
  • Make sure payments follow industry best practices

By sharing more information, you’re helping create a secure and reliable payment experience that supports your business’s growth and long-term success.

• I just received an information request from Autobooks. What do I do next?
  When Autobooks requires additional information to release a hold on a payment, you will be notified via email. Review the instructions carefully and reply to the email with the appropriate responses, including any requested information and documentation.

IMPORTANT: If a response is not received within 7 days, the payment being held may be cancelled. If this happens, you will receive a notification via email.

• How is Autobooks legally allowed to place a hold on my customer payments?
  When you initially signed up for Autobooks, you accepted Terms & Conditions to our End User Licensing Agreement (EULA). The EULA gives Autobooks permission to protect your account, which includes the right to hold payments made on the Autobooks platform.

• How will this information be used?
  The information and documents you submit will be used for processes that mitigate risks and prevent fraud. This information is used for Risk & Merchant Underwriting processes that make Autobooks a safe platform to process payments.

• I submitted all information requested. What happens next?
  After you send in the information we asked for, our team will review it. Once the review is complete, you’ll get an email letting you know the status of the payment that was on hold.

NOTE: There is a small chance that after the review is completed, we will need additional information before your payment can be released.

• When will the payment settle in my bank account?
  If you receive an email notifying you that your payment has been released for settlement, the funds should settle in your bank account within 1-3 business days from the date you are notified.

• I will not provide the requested information and/or documentation. What are my options?
  You have the option not to submit the necessary information and/or documentation requested. If this is the case, you can cancel the payment yourself by logging into your online bank account associated with Autobooks:

  • Locate the payment being held within your Payments list.
  • Click on the payment. You'll see an option in the right-side menu to cancel it.