Manual callbacks may be leveraged by Graphite on behalf of our customers to confirm the identity of vendors in the onboarding process. This process is specifically used for customers who have opted in to the Graphite Diamond Guarantee.
The following document can be used by Graphite's customers who have opted into the Diamond Guarantee to answer supplier questions.
1. What is callback verification?
It's the final step in Graphite Connect's security process for verifying your banking information. If your details can't be confirmed through our automated checks (bank verification, telecom verification, and identity verification), a Graphite support agent will call you directly to verbally confirm the information you submitted. It exists so no supplier gets stuck in limbo — every submission has a path to verification.
2. Why am I being called?
One of two things triggered the call:
- You opted out of one of our automated verification steps, or
- An automated check couldn't confirm your information.
The call is a safeguard — it protects both you and the customer paying you.
3. Who is Graphite Connect and why are you calling on behalf of my customer?
Graphite Connect is the supplier management platform your customer uses to onboard and verify vendors. Your customer has authorized us to handle this verification step on their behalf so they don't have to manage it manually. You can confirm our legitimacy at graphiteconnect.com or by contacting your customer directly through your existing relationship.
4. How did you get my phone number? I never gave it to you.
By design, we don't call the number you submitted in your application — that defeats the purpose of an independent verification. Instead, Graphite uses a number of trusted data sources to independently verify your phone number.
If you've previously been verified through Graphite, we may use the phone number you confirmed during that earlier verification.
5. How do I know this isn't a scam?
Good instinct — that caution is exactly why we do this. To confirm we're legitimate:
- Visit graphiteconnect.com
- Contact your customer through your existing channels and ask them to confirm the verification
- Ask the agent to send you a verification email from our platform referencing your case number
Also note: a legitimate Graphite agent will ask you to confirm banking details we already have — we will never tell you account numbers and ask you to agree, and we will never ask you to provide new banking information over the phone.
6. What information will I be asked to confirm?
For a new vendor setup:
- That your company submitted banking information to be set up with this customer
- The name of the bank where the account is held
- The last four digits of the account number
For a banking change on an existing vendor record:
- That your company requested the change
- The name of the new bank
- The last four digits of the new account number
That's it. We will not ask for full account numbers, passwords, login credentials, or payment.
7. Who at my company should take this call?
Someone authorized to confirm banking details — typically Accounts Receivable, Finance, or Treasury. If the call reaches a general line or the wrong person, please transfer us or share a direct contact. If no one available can verify, we can schedule a callback within our SLA window.
8. What if I didn't request the banking change you're calling about?
Tell the agent immediately. This is the most important reason this process exists. We will:
- Freeze the banking change so it is not processed
- Notify your customer and our internal security team
- Ask you not to make any changes in the Graphite platform until the issue is resolved
This is how we catch fraud attempts where someone impersonates your company to redirect payments.
9. How long do I have to respond?
We try to reach you within 4 hours of the task being created (during your local business hours). We'll make up to 3 attempts, spaced out across different times of day. If we miss you, we'll leave a voicemail and follow up with an email containing your case number and a callback number.
10. What happens if I miss the call or can't be reached?
After 3 unsuccessful attempts, we escalate to your customer, who will then decide whether to verify you directly, request more information, or pause the setup. Responding to our voicemail or email quickly is the fastest way to keep your onboarding or payment change moving.
11. Will the call be recorded?
By default, no. Our agents take detailed notes instead. If a recording is ever required (for a specific regional requirement, for example), we'll request verbal consent before recording.
12. I'm outside the U.S. Will you call during reasonable hours? In my language?
Yes. We schedule call attempts based on your local time zone and only call during business hours (roughly 9 AM – 6 PM local). For non-English speakers, we will make attempts to communicate in local language.
13. Does this happen every time I update banking info?
No. The vast majority of verifications are handled automatically through our industry-leading security waterfall. Callback verification only kicks in for the small number of cases where automated checks can't complete. Once you've been verified by phone once, future verifications are typically faster because your verified contact is stored in your Graphite network profile.
14. What's the benefit to me as a supplier?
- It prevents fraudulent banking changes against your company
- It gives you a way to complete verification when automated checks fail, instead of being stuck
- A successful callback adds a verified phone number to your Graphite profile, making future onboardings with other Graphite customers faster
15. Who do I contact if I have questions or want to verify a call I received?
Reach Graphite Support at support@graphiteconnect.com and reference your case number.