Objective:

To ensure proper handling of customer requests related to Cash Discounting (CD) and Processor Swaps by following a standardized process.

1. Handling Customer Requests for Cash Discounting (CD) / Dual Pricing (DP)

Scenario:

A customer is coming from Support and requesting Cash Discounting (CD) to be added.

Procedure:

1. Submit a Lead Submission
   • Use the following link for lead submission: POS Nation Internal Submissions.
   • Ensure all necessary details are filled out accurately.
   • Confirm submission and document it in the customer case (if applicable).
2. Close the Existing Case
   • If the customer initially created a support case for CD, ensure it is properly documented before closing.
   • Update any relevant internal notes as needed.

2. Handling Customer Requests for Processor Swaps

Scenario:

A customer wants to swap payment processors.

Procedure:

1. Create a Payment Retention Case
   • Open a new Payment Retention case.
   • Document the customer’s request, including their reason for switching.
2. Close the Initial Case
   • If a separate case was originally created for the swap, close it after submitting the retention case.
   • Ensure that all customer interactions and next steps are clearly documented.
   • Notate on the original the retention case number for paper trail

Notes

• In all cases a Processor swap or a customer signing up for CD/DP should ALWAYS have a opportunity. Please alert Michael Carroll if you see a case in these categories without an opportunity