Summary

We’ve identified several hurdles in the onboarding application that have caused frustrations or delays for our merchants while onboarding. These improvements are aimed at resolving the ones we’ve seen the most frequent obstacles with.

Added Helpful Text: EIN/BN Fields

• Change: Added text under the EIN/BN fields to help the merchants understand what’s needed and where they can get it from if they don’t know. Also added clarification that capitalization and punctuation matter.
• Reason: This is one of the areas we receive the most trouble with due to user error (misspellings, not knowing recent tax information, etc). Adding this explanatory text is intended to help the merchant know which forms they can get this information from and helps clarify some common mistakes we see with punctuation and capitalization.

Added Helpful Text: Social Security/Social Insurance Number Fields

• Change: Added text under the Social Security/Social Insurance Number fields to help the merchants understand why we collect this information and to alleviate any fears.
• Reason: We heard that many merchants were hesitant to enter their social security numbers- especially those in non-profits that have no direct ownership. We added this text to help clarify why we request it and how we use it.

Improved Error Handing

• Change: Made improvements to more clearly display error codes and text in the Onboarding Application Summary page.
• Reason: We received complaints about merchants, and internal teams, not knowing what was needed to resolved particular errors. This change was aimed at making the errors more readable.