How it works
How centralized billing support works
A clear view of how billing records flow from a transaction to a resolved customer inquiry.
Support flow
Customer transaction
Billing record
Statement description
Support inquiry
Review
Customer update
A transaction is authorized
A customer completes an eligible purchase, order, service payment, subscription, reservation, renewal, installment, or other authorized transaction.
Billing information is recorded
Relevant transaction information is maintained through a centralized billing administration process.
Empire may appear
The Empire billing description may appear on the customer's card or bank statement.
Support remains accessible
The customer can submit a billing inquiry for transaction identification, documentation, or other payment-related assistance.
Why statement descriptions vary
- Remove spaces
- Shorten names
- Add a website
- Add location information
- Display pending and completed charges differently
- Use different descriptions on mobile and downloadable statements
- Display converted amounts in local currency
What Empire can help with
- Transaction identification
- Billing documentation
- Receipt requests
- Duplicate payments
- Incorrect amounts
- Subscription questions
- Cancellation assistance
- Refund review requests
- Missing refund inquiries
What Empire cannot do
- Access a customer's online banking account
- Control a bank's final posting timeline
- Guarantee refund approval
- Guarantee cancellation eligibility
- Change a financial institution's dispute procedures
- Confirm a transaction without sufficient matching information