📌 Scope

Applies to all internal Product Support and Customer Experience (CX) teams, as well as external communication to Quilt merchants who require Payment Support.

📞 New Payment Support Contact Channels

✅ Product Support Team Guidelines

• When to Send to Payment Support:

  Send the merchant to Payment Support if their inquiry involves:

  • Payment-specific questions
  • Quilt Payments Portal support
  • Dissatisfaction with payment services
  • Funding issues, rate concerns, or anything not exclusive to hardware

• What Stays with Product Support:

  • Hardware troubleshooting and setup
  • Device replacements
  • POS or terminal issues unrelated to payments

• Slack Channel Change:

  • The #payfac-support channel will be BOT ONLY and will no longer be monitored by Payment Support.
  • All internal Payment Support inquiries should now go to #payment-support.
  • For external customer needs, either:
    • Warm transfer to 877-977-9798
    • Or direct the merchant to [email protected]

❓ Internal FAQ

Q: What qualifies as a “payment-centric” issue?

A: Any inquiry involving payment processing, the Quilt Payments Portal, rates, deposits, or dissatisfaction with payment services.

Q: Should we send hardware-related issues to Payment Support?

A: No. Hardware and POS-related issues should remain with Product Support.

Q: What happens to the #payfac-support Slack channel?

A: It will be decommissioned. All internal communications should move to #payment-support going forward.

Q: Do we still use any old XBU/SBU payment contacts?

A: No. All payment-related communication is now centralized through the channels listed above.