This page is meant to serve as a reference when covering the Payfac support channels. Those include:

• #payfac-support
• #payfac-support-onboarding

Key Representatives:

• Dustin Fletcher: manages incoming payfac tickets, manages EBT setups, can update Stripe bank accounts. First point of contact to ask questions/confirm general payfac questions if needed.
• Ty Clement: Next level above Dustin and can ping him if he’s online when Dustin isn’t. Handles more big picture and overall company procedures.
• Eugene Gayduk: Go-to terminal developer, if basic troubleshooting doesn’t work. If he’s online he has more advanced access to potentially figure out issues. If he’s not online, do your best and if necessary, approve for RMA of devices.
• Eric Saylor (Risk): While not generally active in the channel, he handles all of the risk situations with our merchants.

General Policies:

• As much as possible, for basic questions and situations, try to resolve with a single answer. Use best judgement for XBU reps asking about situations to have them make a support case. Use the following as a general guide for things to stay with the rep:

1. RMA’s are handled by their supervisor
2. Easy to diagnose a Payfac ticket is the next step, direct them to file.
3. Stripe situations that cannot be handled on the spot, direct them to their supervisor to contact Stripe Support.
4. Confirm that the issue they have is directly Payfac related before they make a Payfac support case.

• Always ask for specific MID/Transaction PIs if needed. Mainly Rain support may sometimes just post CRM numbers, which aren’t always ideal for finding accounts.
• At times, software developers will come in to ask very specific technical questions (mainly SBU side). Lean on Dustin in those cases, but also be aware that most software developers have their own Slack channels to directly contact the Payfac Product team. If they really want to dig dip into technical details/situations, you can advise them to make a payfac ticket and/or utilize their development channel.
• Sales Rep requests: One common request is a sales rep or support rep asking for someone to contact a client in onboarding. If you confirm the client is in onboarding, let them know you’ll have their onboarder reach out, and DM the onboarder separately. If they need to collaborate, then tag the onboarder in the thread. If sales is requesting a reach-out to a live client, use your best judgment to determine if product support should reach out first (general hardware troubleshooting, vague descriptions of what they need, can first be sent to product support)

Common Questions/Situations and Basic Answers

• Unpausing Payouts: Currently, there’s two causes for payouts to be paused. One that is intended, is if a deposit is returned to us from someone’s bank. They would have payouts showing as canceled in their payout report in that case.

The second is when a client updates their bank account, and even though it successfully verifies, their payouts don’t automatically resume. IF they have no canceled/returned payouts, then on their profile page, go to Sweep information and re-enable their payouts.

If their bank account needs to be updated or verified, then direct the rep to submit a Payments Support case. If a simple unpause in the above paragraph doesn’t fix it, then we should take over making sure the client’s new bank account is added and verified as soon as possible.

• Hardware Troubleshooting: Use Wiselcoud access to determine a terminal’s connection status, ROM/App versions. Make sure basic troubleshooting steps are being followed. If there is an issue processing cards and the terminal is online, you can request Eugene Gayduk to take a look from his side. IF nothing succeeds, then direct them to RMA via their supervisor.
• Change of Ownership: If a merchant is updating their legal name or Business ID number (EIN or Canada’s equivalent) then they need a new payments account from scratch. Some brands have a process and can handle these on their own. Others, like POSIM rely on our application team for the Account Setup step. In this case, make sure there’s a Change of Ownership opportunity and use that to manually create a PAyments Onbaording case in Salesforce.
• Account Setup form: questions about this usually come from software CSMs. Help them as best as you can but if needed, they may need to submit a Payfac ticket or contact Adyen’s KYC team. In either case, they should be handling those steps if necessary.
• Risk-related Inquiries: Direct reps to message Eric Saylor. This includes dispute situations and enabling the Virtual Terminal early for clients (disabled at initial go-live, then automatically enabled after they have processed with us for a time)