Pre-Closure Checklist

Before initiating any account closure process, ensure the following items are verified:

Payment Retention Status: Check to see if there has been a Payments Retention case created to ensure the client has had their concerns met with processing rates.
Processor Migration: If the merchant has switched to a new processor, verify:
- If the client has a new merchant account setup under another processing partner.
Software Status:
- Verify if the merchant has already terminated their software subscription
- Check if they are still in pre-live status
- Ensure all hardware has been returned if applicable
Documentation:
- Document all communication regarding the closure
- Confirm receipt of closure request
- Verify all outstanding transactions are settled
Account Processing Volume:
- Check the merchants deposits & processing volume.
- If the merchant has a higher then normal processing Volume (200k~ monthly), check with your team lead before submitting a closure to the processing partner.

Quilt PayFac Account Closure

Pre-Cancellation Retention Flow:

1. Payments Only (Keeping POS)

Send to Payments Retention (PR)
PR will review and, if closure is confirmed, they will generate a case for Payments Support to complete the account closure

2. Full Closure (POS + Payments)

Send to Retention
Retention will confirm closure and generate a case for Payments Support if account closure is required

3. Change of Ownership (COO)

Once the new owner’s account is live, proceed with closure of the old owner’s account following standard closure steps - normal process

Steps to Cancel Account: