SOP: Merchant Handoff to Payment Support – Processing Account Closures

Effective Date: 09/03/2025

📌 Purpose

To ensure that all merchants who express intent to stop using PayFac or Partner processing are consistently transitioned to Payment Support for proper tracking, documentation, and retention efforts. This process ensures visibility into merchant attrition and enables remediation strategies to improve retention.

📌 Scope

This SOP applies to all Product Support team members who receive closure-related communications (via calls, emails, or cases) from merchants with active processing accounts.

📌 Responsibility

• Primary Action: Product Support Team
• Handoff Owners: Payment Support Team (Lux & Bryan)

📌 Procedure

1. Identification of Closure Intent

• If a merchant communicates:
  • They want to stop using PayFac or Partner Processing (WP, Priority, Till, etc.)
  • They request account cancellation/closure related to payment processing.

➡️ This must be flagged immediately for Payment Support.

2. Immediate Handoff to Payment Support

Calls