There are 4 case types that Merchant Services Interacts with.
1.) Merchant Services - Requests
Merchant Services - Request case types are the most common case type you will interact with. Any cases in the Payments Support Queue is a Merchant Services - Request case type.
When working in a Merchant Services - Request case type you must make sure the following information is filled out before you change a case status.
All communications with the customer directly from within our company will be listed under the feed section of the case. You occasionally will need to hit “Expand Email” to view an entire thread.
You will reply to all customer communication directly via the case feed, clicking reply all, and ensure you are responding from the [email protected] email address.
2.) Payments Onboarding
Payments Onboarding types are generally not going to be created by Payment Support Specialists, however you will need to go into these cases when you receive VAR sheets to ensure an account is marked approved.
Most of the fields are going to similar to the Merchant Services - Support case type. The fields that generally will be edited by Payment Support Specialists are below -
3.) Statement Analysis
We only use this case type to send cases over to the Pricing Analysis Team - for price matching or customers who are looking for cheaper rates. You change the case type by clicking on the switch icon next to Case Record Type and select Statement Analysis from the dropdown. Then change the Case Owner to Carson McBride.
4.) Tech Case
We change cases to Tech Case types if an email that comes to the Payment Support Queue is not for us, or we need to send an issue or VAR over to tech.
Always make sure you add notes for Technical Support in the Next Steps when you send a case over.