LASSO Payments is powered by JustiFi, our payment processing partner. To protect your business, LASSO, and JustiFi from financial loss, JustiFi's Risk team may occasionally place a hold on payments or payouts. The good news: most holds happen because an information request went unanswered, not because of fraud or credit issues. This article explains how holds work, how to avoid them, and what to do if one happens.
How to Avoid Payout Holds
Four habits prevent nearly all payout holds:
Keep your contact information current. Before placing a hold, JustiFi Risk emails you (copying LASSO) and calls you. If your contact details are outdated, you may never see the request.
Respond quickly to JustiFi requests. When JustiFi Risk asks for documents, a prompt reply is the fastest way to keep your funds moving.
Give JustiFi a heads-up on unusual activity. Large transactions or volume spikes are less likely to trigger a hold when JustiFi knows about them in advance.
See When to Give JustiFi a Heads-Up below.
Reach out right away if a payout is missing. If a missing or delayed payout is affecting your business, contact JustiFi as soon as possible. See Who to Contact About a Hold below.
Payment and Payout Holds: Q&A
What are payment and payout holds?
They are risk controls that protect you, LASSO, and JustiFi from financial loss.
A payment hold stops you from processing transactions.
A payout hold pauses settlements to your bank account until the issue is resolved.
When does JustiFi place a hold?
Only when credit, fraud, or compliance risk warrants it. Except in cases of suspected fraud, JustiFi Risk will first email you (copying LASSO) and call you to try to resolve the concern directly.
What triggers a transaction monitoring hold?
Activity outside your approved profile, such as changes in volume, average ticket size, refund or chargeback rates, or business type. A KYC (Know Your Customer) refresh can also trigger one. JustiFi may request invoices, proof of delivery, contracts, or updated business documents. Funds may be held if these aren't received within the timeframe listed in JustiFi's outreach.
To resolve: Send the requested documents. Holds are typically released once the review confirms the activity fits your business.
What happens with suspected fraud?
Signs like card testing, unauthorized card use, or transactions that don't fit your business can lead to an immediate hold on the affected funds. You and/or LASSO will be notified and asked for supporting documentation.
To resolve: Provide order details, customer communication, or fulfillment records. Transactions that can't be validated may be refunded to the cardholder, and your account may face further review.
What are credit risk holds?
Credit risk holds are applied when your financial exposure exceeds what your account can support:
Onboarding holds: Higher-risk accounts may see a delayed release of funds from their first transactions. This is disclosed and agreed to during onboarding.
Negative balances: Payouts pause when refunds, chargebacks, or fees exceed your available JustiFi balance.
Elevated exposure: Major changes in volume, delivery timelines, or financial condition may require a reserve or temporary hold.
To resolve: Fund any negative balance, or provide updated financials (bank or financial statements) if requested.
What's the most common reason for a payout hold?
No response. Most holds happen because an information request from JustiFi went unanswered.
Who do I contact about a hold?
Email [email protected] with questions or documentation. Once the issue is resolved, funds are released in the next scheduled payout cycle. To learn when payouts go through, see Payments Payout Schedule.
When to Give JustiFi a Heads-Up
When legitimate activity is about to look unusual, a quick email to [email protected] helps avoid a hold.
Situation | Threshold or Example |
Large single transaction | $150k, or based on your historical processing behavior |
Change in daily volume | Daily volume and/or average ticket size deviates from the previous 30-day average |
Payout or bank account issues | Failed payouts, or bank account validation problems |
Negative balance | Any uncollected balance owed to JustiFi |
Unusual transaction patterns | Activity that differs from your normal business |
Include your company name, what is happening, and why. Supporting documents such as invoices or contracts speed up the review.
What You'll Receive from JustiFi
JustiFi Underwriting sends two emails during onboarding. Both let you know that JustiFi may ask for information later, so watch for and answer those requests. For more on getting set up, see LASSO Payments Onboarding.
Account Introduction Email
Submitting additional information: If JustiFi requests supporting documents, you can submit them securely through the outreach email thread. All documents are treated as confidential and transmitted through JustiFi's SOC 2-compliant platform.
Ongoing financial reviews: To keep your account secure, JustiFi may periodically ask for updated financial documents or business information, at least once a year. See your Merchant Agreement for details.
24/7 transaction monitoring: JustiFi continuously monitors all transactions for fraud and processing anomalies, and acts quickly to protect your account if suspicious activity is detected.
Secure and compliant: Your account and data are protected by SOC 2-compliant infrastructure.
Account Approval Email
Once you begin processing, your account is subject to ongoing oversight as part of standard risk management:
Transaction monitoring: JustiFi's transaction monitoring team reviews all processing activity. If they see unusual activity or have questions about specific transactions, they may ask you for more information or documentation.
Periodic credit re-reviews: As your business grows, your account may be re-reviewed. If your processing volume passes certain thresholds, JustiFi's underwriting team may ask for updated financial information.
These reviews are a normal part of a healthy processing relationship. JustiFi will always contact you directly if you need to take action, and a prompt reply keeps your payouts on schedule.