<aside> 🛑

Applicable to all cases

• Fill out the Portal Configuration options
• Change Case Owner to onboarder using the round robin method (unless multi-location, ensure all go to the same onboarder)
• ➡️Look at the next steps sections for any important notes that may help discerning what kind of app needs to go out, etc…

• Fill out the Portal Configuration options </aside>

Payments Onboarding Case - Payments

• These cases occur when an existing software customer of ours has decided to now onboard with payments.
• Always requires a new application be sent out.
• Follow the Opportunity Details and send out the application, Portal Configuration details and assign to onboarder.

Payments Onboarding Case - New

• These cases occur when a brand new customer signs up for payments with us. They typically are working with a Implementation Specialist for the new software training and a Payments Onboarder for the payments application.
• Always requires a new application be sent out.
• Follow the Opportunity Details and send out the application, Portal Configuration details and assign to onboarder.

Payments Onboarding Case - Migration

• These cases occur when an existing customer of ours has decided to migrate to a different software we offer.
• Does NOT always require a new application, depending on the software and processor listed, existing MIDs, pricing etc..
• If they have an existing WorldPay MID and the opportunity processor is WorldPay, and the pricing is NOT Dual Pricing, you can request a new VAR sheet and get a new pinpad shipped.
• If they are currently on Payfac, and the opportunity processor is Payfac, you will need to send a new application, but no new pinpad.
• Always follow the processor listed on the Payments Opportunity Details section.
• ⚠️When in doubt - message Cerrin!! ⚠️

Screenshare - 2025-12-11 11_10_27 AM.mp4

Payments Onboarding Case - Change of Ownership (COO)

• These cases occur when a new owner has taken over a business we handle.
• Always requires a new application be sent out.
• If the processor listed on the Opportunity is the same as the old owners processor, a new device typically does NOT need to be shipped. If it is a different processor you must click Pinpad RMA required and ensure a new pinpad asset has been added to the account (if one does not exist ping the sales rep to add one/send an invoice to the customer).
• Once new application is created and you have confirmed asset, assign to Onboarder.

Portal Configuration Case - Adjustment

• These cases come in when a merchant renegotiates their existing rates on their existing processor account. Simply fill out the mandatory fields, assign to yourself and close out the case.

Payments Onboarding - Auth.net

• These cases are strictly for BottlePOS customers to have online processing.
• Should always result in a Ziosk account being created - using the same rates as their most recent Opportunity.
• Once app is created, assign to onboarder as usual.