📝 SOP: Merchant Processing Account Closures

1. Overview

This SOP covers procedures and responsibilities for closing merchant processing accounts.

It outlines scenarios, steps to follow, communications to be sent, escalation points, and churn-reason capture.

Goals:

• Ensure merchants are fully informed of responsibilities (e.g., closing old accounts).
• Prevent fees related to incomplete closures.
• Capture why merchants leave payment processing for retention and reporting.

2. Closure Scenarios & Processes

🔹 Scenario A: Straight Account Closure (Merchant Staying on POS Only)

Description: Merchant wishes to stop processing with us but continue using our POS. Usually moving to or already using a 3rd-party processor.

Process:

1. Send account closure request directly to the processor.
2. Add note to MID: “Merchant requested processing account closure; POS usage continues.”
3. Advise merchant about POS Nation’s $99 NPF (Non-Processing Fee).

👉 Note: PayFac accounts cannot be closed due to tax info retention. Only mark in MID as “account closed/cancelled”.

🔹 Scenario C: Merchant-Initiated Closure (Email/Call-In)