Payment Operations Outsourcing

Last updated: November 11, 2026

Behind every successful payment there is operational work that customers never see: reconciling acquirer, bank and wallet records with the ledger, investigating unmatched transactions, handling refunds and chargebacks, onboarding and monitoring merchants, and answering payment-related support tickets. When volumes grow faster than the operations team, differences pile up, chargeback deadlines are missed and finance closes late. With payment operations outsourcing, 360 Soft provides trained operations teams that run these processes under your procedures, in your systems and under the supervision of your compliance and finance functions.

Who it is for

Payment institutions and e-money institutions that need scalable back-office capacity.
Fintechs, wallets and BNPL providers growing faster than their operations team.
E-commerce companies, marketplaces and subscription businesses with high card and alternative-payment volumes.
Banks and acquirers outsourcing specific non-core operational tasks where rules allow.
International payment companies entering Türkiye or serving Turkish merchants.

Typical problems in payment operations

Problem	Consequence
Reconciliation done weekly or monthly	Differences discovered late and hard to trace
Manual matching in spreadsheets	Errors, key-person dependency and slow closes
Chargeback deadlines missed	Lost disputes and avoidable losses
Refund and payout exceptions unmanaged	Customer complaints and regulatory exposure
Merchant onboarding backlogs	Lost revenue and rushed checks
No reporting on operational KPIs	Management cannot see where money is stuck

Scope: which payment operations can be outsourced

Reconciliation: daily matching of acquirer, bank, PSP, wallet and scheme files with internal ledgers; investigation and resolution of breaks.
Settlement and payout operations: checking settlement files, merchant payouts, holds and reserves.
Chargeback and dispute management: evidence collection, representment preparation, deadline tracking and win/loss analysis.
Refunds and exceptions: failed, duplicated or stuck transactions, manual refunds under approval rules.
Merchant operations: onboarding document checks, KYB support, merchant changes and monitoring tasks defined by your risk team.
Payment support: L1 and L2 handling of payment-related tickets for customers and merchants.
Reporting: daily break reports, chargeback ratios, ageing and management dashboards.
Automation support: reconciliation rules and scripts that reduce manual matching.

Roles in the team

Role	Responsibility
Operations lead	SLA ownership, escalation, reporting to finance, risk and compliance
Reconciliation analyst	Daily matching, break investigation and resolution
Chargeback / dispute specialist	Evidence, representments and deadline tracking
Merchant operations specialist	Onboarding checks, changes and monitoring tasks
Payment support agent	Customer and merchant payment tickets
Automation / data analyst	Reconciliation rules, scripts and dashboards

Teams range from one analyst to shift-based teams; 7/24 coverage is possible. We provide teams from 1 to 200+ people, remote, on-site or hybrid.

Regulatory framework: what you should know

In Türkiye, payment services and e-money issuance are governed by Law No. 6493 on Payment and Securities Settlement Systems, Payment Services and Electronic Money Institutions, and regulated and supervised by the Central Bank of the Republic of Türkiye (CBRT). The points below are a general summary; your compliance function and the current legislation prevail. Local rules in your own country apply as well, for example PSD2 and EBA outsourcing guidelines in the EU or FCA rules in the UK.

Licence and scope: providing payment services or issuing e-money requires authorisation. 360 Soft is not a licensed payment or e-money institution, does not provide payment services and does not hold funds. We support the operational and software processes of licensed institutions and merchants.
Outsourcing rules: regulations for institutions under Law No. 6493 include rules on outsourcing; some functions may be restricted or subject to conditions, and responsibility towards the regulator stays with the institution.
AML/CFT: obligations under MASAK (Financial Crimes Investigation Board) rules remain with the obliged institution; our team works under its policies.
Card data: where card data is involved, PCI DSS controls apply; we prefer process designs with masking and tokenisation.
Data protection: KVKK applies in Türkiye and GDPR for EU data subjects.

Working models

Model	Best for	How it works
Managed operations with SLA	Defined processes with predictable volume	We run the processes and report against KPIs
Dedicated team	Institutions that want named staff in their tools	Exclusive analysts under your procedures
Peak and backlog support	Launches, migrations, backlog clean-up	Time-boxed extra capacity

Process: transition and operation

Phase	Activities	Typical duration
Discovery	Processes, systems, volumes, regulatory constraints	1–2 weeks
Outsourcing assessment	Review with your compliance and legal teams	In parallel
Transition	Access, procedures, training, shadowing	2–4 weeks
Parallel run and handover	Reverse shadowing and gradual takeover	2–4 weeks
Steady operation	Daily operations, reporting and improvement	Ongoing

Teams typically start within 1–2 weeks after agreement and approvals.

SLA and KPI table

KPI	What it measures	Frequency
Daily reconciliation completion	Reconciliations completed by the agreed cut-off	Daily
Break ageing	Unresolved differences by age bucket	Daily / weekly
Chargeback deadline compliance	Disputes handled before scheme deadlines	Weekly
Refund and exception turnaround	Time to resolve payment exceptions	Weekly
Onboarding turnaround	Merchant files processed within agreed time	Weekly
Quality score	Errors found in sample checks	Monthly

Targets are agreed after a baseline in the discovery phase.

Pricing: factors that drive cost

Factor	Effect on cost
Transaction and file volume	Drives reconciliation and exception workload
Number of counterparties	Acquirers, banks, PSPs, wallets and schemes
Coverage hours	Business hours, extended or 7/24
Process complexity	Chargebacks, payouts and merchant operations
Automation level	More automated matching reduces manual effort
Security requirements	On-site work, dedicated devices or PCI DSS scope

We prepare a proposal after discovery; no list prices are published.

Payment Operations Outsourcing — overview

In-house team, freelancers or outsourcing

Criterion	In-house	Freelancers	Outsourcing to 360 Soft
Scalability	Slow hiring	Not suitable for regulated work	Scales with volume
Controls and audit trail	Depends on maturity	Weak	Procedures, logs and sample QA
Coverage	Limited hours	Unreliable	Up to 7/24
Continuity	Key-person risk	High risk	Replacement process for staff

Risks and mitigations

Regulatory constraints on outsourcing: early review with your compliance team; non-transferable functions stay in-house.
Fraud and misuse: four-eyes approvals, segregation of duties and logged named accounts.
Card data exposure: masking, tokenisation and PCI DSS controls.
Knowledge concentration: documented procedures and team coverage.

Security, GDPR, KVKK, NDA and intellectual property

Team members are background-checked as agreed, sign NDAs and work with least-privilege access, preferably via your secure remote access or on-site. No funds or payment credentials are held by 360 Soft. Procedures, scripts and reports created for you are your property.

Legal note on the contract model

International clients contract under a B2B service agreement with statement of work and SLAs, IP assignment, NDA and, where personal data is processed, a GDPR data processing agreement with Standard Contractual Clauses (UK IDTA for UK clients); KVKK applies in Türkiye. Outsourcing clauses required by your regulator, such as audit and access rights, are added to the agreement. This is general information, not legal advice.

Checklist for choosing a payment operations partner

Are they clear that they are not a payment institution?
Will they work under your procedures and compliance supervision?
Is daily reconciliation part of the standard scope?
How are chargeback deadlines tracked?
How is card data protected?
Do they accept regulator-required audit and access rights?
What is the plan if a team member leaves?

Frequently asked questions

What is payment operations outsourcing?

A trained external team runs operational payment processes such as reconciliation, chargebacks, refunds, merchant operations and payment support under your procedures and supervision.

Is 360 Soft a payment institution?

No. 360 Soft is not a licensed payment or e-money institution, does not provide payment services and does not hold funds. We support the operational and software processes of licensed institutions and merchants.

Can a licensed institution outsource payment operations?

Regulations include rules on outsourcing; some functions may be restricted or conditional and responsibility towards the regulator stays with the institution. Which functions can be outsourced should be assessed with your compliance and legal teams.

Why should reconciliation be done daily?

The earlier differences are found, the easier they are to trace and resolve, and the smaller the financial and regulatory exposure.

Do you manage chargeback processes?

Yes. We collect evidence, prepare representments under your rules, track scheme deadlines and report win and loss trends.

Do you access card data?

We prefer process designs where the team does not see full card numbers or CVV, using masking and tokenisation. Where access is needed, PCI DSS controls apply.

Where does the team work?

Remotely via secure access, at your office or hybrid, according to your access policies and regulatory requirements.

How long does the transition take?

Discovery, transition and parallel run typically take six to ten weeks, depending on processes and approvals.

Do you also automate reconciliation?

Yes. Our analysts and developers can build matching rules and scripts that reduce manual work.

Who keeps the MASAK obligations?

The obliged institution. Our team works under its AML/CFT policies and supports its processes.

How is pricing determined?

By transaction and file volume, number of counterparties, coverage hours, process complexity, automation level and security requirements.

Which contract model is used?

A B2B service agreement with SLAs, IP assignment, NDA and, where needed, a GDPR DPA with SCCs or UK IDTA; KVKK applies in Türkiye, plus outsourcing clauses your regulator requires.

Let’s review your payment operations together

Tell us your volumes, counterparties and pain points, and we will propose a transition plan. Call or WhatsApp +90 850 335 10 87, write to info@360-soft.com, message us on WhatsApp or use our contact page. 360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.

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