---
title: "Chat Payment FAQs"
slug: "chat-payment-faqs"
description: "Get answers for Frequently Asked Questions about Payments in Gladly Help Docs. Read more."
updated: 2025-02-03T19:39:46Z
published: 2025-02-03T19:39:46Z
canonical: "help.gladly.com/chat-payment-faqs"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# General Payment FAQs

**How much does it cost?**

- Gladly charges $0.25 per successful payment over chat.

**How are Agents in scope?**

- Agent workstations utilized for viewing secure forms are in-scope of PCI-DSS certification.

**Can we work with any credit card processor for Payments over Gladly?**

- Yes. The credit card processor is integrated with your eCommerce System (e.g. Shopify) or Financial System (e.g. NetSuite).

**Is Gladly doing the payment processing?**

- No. This is just a secure mechanism for displaying the credit card information to Agents so they can enter it into your payment processing system.

**Can refunds or credits be issued to consumers through Gladly?**

- No. This is just a method to pass through credit card information securely.

**Is this a required feature? Do I have to use it?**

- This is an optional feature. Contact Gladly if you are interested.

**In the future could this be used for transferring other types of secure information such as Social Security numbers, etc?**

- Yes. If you have a need for this use case, please contact us.

**What is the data destruction process?**

- AWS for AWS EC2, S3, or RDS instances are all encrypted by default and secure deletion is managed by AWS.
- AWS backups for backups we have a service that logs every delete request then we delete the data from the request from our database.
- AWS Hardware End-of-Life: AWS handles EOL of supporting hardware and secure deletion/memory management on the machines.
- Workstations Employee workstations are full-disk encrypted as soon as they are distributed to employees. Decommissioned workstations are wiped and reformatted pursuant to Apple guidance for secure deletion."

**Who can view the credit card information and for how long?**

- If there are other Agents viewing the chat, they will not be able to view the secure form. In addition, Agents who receive a transferred or re-assigned chat will not be able to view the secure form. Only the Agent who sent the form can access the submitted form.
- The Agent who made the request is the only person allowed to view credit card values. They have a [30-minute window](/docs/when-does-a-payment-request-timeout) (max) before the tokens are deleted.