Summary

Information on creating a PayFac ticket to send to the PayFac support team. This will give instructions, and best practices to create a ticket with all the information that is needed to investigate and correct issues with the Portal, payments, payouts, etc.

Allot of issues can be resolved by posting the question/request in one of the Slack support channels. If it isn’t able to be resolved there you will be directed to open a PayFac support ticket.

Link To Ticket Submission Form

Link for support teams to enter a ticket:

https://payfac.quiltsoftware.com/support/home

https://payfac.quiltsoftware.com/support/home

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Note: Use the Login/Sign up to sign into the ticket system to have your email entered and receive the follow up messages sent from the support team. You can also enter a ticket without signing in, and the emails will be sent to a generic support email address for your support team.

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Process

Follow the steps below to create a ticket to the PayFac support team. The required fields are: Brand, MID, Agent Name, Support Email Address, Subject, and Comment.

• Using the drop down, select the option for PayFac Support.

• Use the drop down to select the Brand this merchant falls under.

• Select the processor (Stripe or Adyen).

• What type of terminal is in use.

• The issue type.

• Priority of the issue (Typically will be low unless issue impacting multiple merchants).

• Severity of the issue (Indicate if this is a work stoppage event, or just a cosmetic issue the merchant wants corrected).

• Merchant ID (MID) if not available yet use the External ID or the business name.

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Note: Adyen MID’s begin with a BA, and Stripe begin with acct_.

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• Agent Name: this is your name as the person reporting the issue.
• Support email address: where you want the replies to the ticket to be sent to.
• Subject: short description fore this issue.
• Comment: Detailed information on the issue including Payment Intent (PI) for issues with payments, or SN of devices that have an issue being reported. Onboarding issues, include “Go Live” date.
• Attachment: add any supporting documentation, screenshots, or videos taken to aid in explaining the issue and demonstrating the issue being reported.

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Note: Sign the bottom of the comment with your name as it appears in Slack and the PayFac support team member will reach out directly to you with any questions for clarification.

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Submit the ticket. You will get a message back letting you know the issue has been received from the ticket system. If the ticket was submitted between the hours of 7am and 4pm MST you will most likely receive a reply letting you know the issue is being worked on, resolved, sent to the Dev team, have follow up questions, or give instructions to correct the reported problem within an hour or two. If outside the indicated hours your reply will fall into the next business day.

Best Practice Tips

Below are some best practice tips.

• In the comment field, always include your Slack display name as a signature, this will allow the PayFac support team to locate you easily in Slack for follow up questions, instructions on how to complete the request yourself or have the Merchant self serve.
• EBT requests, always include the SNAP permit as an attachment, this is used to validate the information included is accurate to what was entered when applying for SNAP. If the request isn’t 100% accurate the request will be delayed as the information is investigated and updated to be correct. Include all fields indicated here in the request sent to the PayFac support team.