Pavilion Payments Contacts/Bank Fees

Article Title
Pavilion Payments Contacts / Bank Fees

Category
Deposit and Bonus / Decline Issue

General Information
Pavilion Payments (formerly known as Global Payments) is the third-party processor that handles ACH bank transactions for lottery deposits. In some cases, players may be charged fees if an ACH transaction fails to clear their bank.

Purpose / Objective
To guide agents in identifying Pavilion Payments-related fees and properly directing players to resolve them.

Scenario / Use Case
A player contacts support stating they were charged a fee or received a notice from Pavilion Payments.

Step-by-Step Instructions

1. Confirm the Fee Source

Verify the issue is related to Pavilion Payments by checking:

• Player received contact from Pavilion Payments Collections
• Bank account shows a fee (commonly $25, $30, $50, etc.)
• Transaction description includes “REPAYMENT”

2. Review Player’s ACH Activity

• Review recent approved ACH deposits
• Confirm whether any failed transactions may have caused the fee

3. Explain the Situation

• Inform the player:
  • Funds were credited to their lottery account
  • However, the transaction did not clear successfully through their bank
  • This caused Pavilion Payments to assess a fee

4. Direct Player to Pavilion Payments

• Offer to warm transfer the player
• Provide contact details if needed

Contact Information:

• Phone: 1-800-500-1973

Player Guidance (Approved Messaging)

• Explain clearly and empathetically:
  • Pavilion Payments processes ACH transactions
  • Fees are outside lottery control
  • Pavilion Payments will assist in resolving the issue

Additional Information / Tips

• Handle these interactions with high empathy
• Avoid assigning blame—focus on resolution
• Ensure the player understands the issue is bank/processor-related
• Do not attempt to resolve the fee internally

Pavilion Payments Support Hours

• Monday – Thursday:

  • 9:15 AM – 8:00 PM (EST)

• Friday:

  • 9:15 AM – 6:00 PM (EST)

Variations / Related Questions

• “Why was I charged this fee?”
• “Who is Pavilion Payments?”
• “Why did money leave my bank account?”
• “How do I fix this ACH issue?”

Common Issues / Troubleshooting

• Issue: Player unaware of failed ACH

  • Explain clearing vs. crediting process

• Issue: Player upset about fees

  • Use empathetic tone and guide to Pavilion

• Issue: Player requests refund from support

  • Clarify Pavilion Payments handles fees

Case Logging Requirements

• Owner: Customer Support / Support
• Category: Deposit and Bonus
• Subcategory: Decline Issue
• Subject: GP Contact
• Resolved: Yes

Suggested Case Logging Notes

• Player received Pavilion Payments fee → advised to contact Pavilion
• Provided phone number and explained ACH clearing issue
• Offered warm transfer to Pavilion Payments