The payment system is so critical to businesses that it should be forbidden to use AI for support issues. Besides payment systems are so niche/special, that there shouldn't be any "unnecessary" questions by customers (same kind criticality of function/communication as with accountant). Hope you get answer.

I finally heard back! Thank you! I think this thread might have helped!

And I totally agree with your thoughts on the criticality and inadequacy of AI replies in such a context! Lack of answers was holding a months worth of income hostage with no real recourse for us other than trying to be loud online. Kind of sad.

Looking at alternative merchant of records now to buy us some optionality.