Security and trust
Where the money sits, and what the recordproves.
Two questions decide whether a finance team signs off: where are the funds while they are held, and does the approval record hold up when a bank asks. Here are both answers.
Where the funds are held
Funds under protection are held at JPMorgan Chase.
Money on a protected hold sits at JPMorgan Chase for the duration of the protection window. It is not spent, not lent, and not moved anywhere else while it waits for the customer's answer.
The window ends one of three ways.
Every protected payment resolves. There is no fourth state and no indefinite hold.
Customer confirms
The money releases.
Customer flags
The money pauses pending resolution.
24 hours pass
The money releases, non-response logged.
The approval record
What is in it, and why it holds up.
Every confirmation files a record with the fields a bank asks for in a dispute response. Every non-response files the same record with the request and the silence logged.
| Field | Contents |
|---|---|
| Job identifier | Which job, tied to your job number |
| Confirmed by | The customer of record who approved |
| Timestamp | Exact date, time, time zone |
| Method | Email or SMS, and the verified device |
| Photo | The tech's photo of the completed work |
| Technician note | What was done, in the tech's words |
| Request log | When confirmation was requested and how many times |
Merchants win a little over half the disputes they contest, and the deciding factor is evidence. The record exists on every job, filed at the moment of confirmation, not assembled after a chargeback lands. Source: Chargeback.io 2026
The dispute path
Nothing releases while an issue is open.
Once a customer reports a problem, no timer releases the money. The customer must approve the resolution or escalate. The technician gets a fair window to respond. The business makes the final call and can split the outcome.
For a finance team, this is the important part: money under protection with an open issue is money that stays under protection.
Roles and access
Four roles. Real permissions.
Admin
Everything. Jobs, amounts, the money view, dispute decisions and team management.
The only role that can change who else has access.
Ops
Jobs and amounts. Everything needed to run the schedule and chase what is still open.
No money section. No team management.
Finance
Jobs, amounts and the money view. Enough to reconcile without asking anyone.
No dispute decisions. Finance can see a dispute, not settle it.
Viewer
Job status only. Whether a job is held, released or paused.
No dollar amounts anywhere in the view.
Data handling: blocked pending Compliance
This section must not ship from assumption. An owner reading a security page will check every line against reality. Needs real answers before launch:
- What TrustLayer stores
- How long records are retained
- Who at the business can access records
- Export and portability
- Card data handling and PCI posture