Payments Retention (Rates & Pricing)

📌Slack - #quilt-payments-retention

📌How to create retention case

<aside> 📲

Live Transfers will only be accepted by pinging this channel to see if anyone is available to take a call

• If someone is available, you may use one of the following queue numbers

  • 📲XBU: +17754427996
  • 📲SBU: +17755874435 </aside>

• Merchant is already processing with us and wants to change processors –

  • Dig deeper, look at previous cases to determine if the issue may be hardware related, rates related, etc.. try to retain customer on existing processor if the issue can be solved.
  • Create a case for "Payments Retention," ensuring the owner is changed to "Payments Retention."

• Merchant would like a rate review or rate match –

  • Create a case for "Payments Retention," ensuring the owner is changed to "Payments Retention."

• Merchant would like to change rate structures (e.g., switching off DP, moving from Flat Rate to IC, or IC to Flat Rate) –

  • Create a case for "Payments Retention," ensuring the owner is changed to "Payments Retention."

Things you would NOT send to Payments Retention

• Customer needs help with existing application.
• Customer has product(software) related issues.

Payments Support

📲**(877) 727-3548 - Opt 5 or Ext 6000**

📲**877 977 9798 - Non-Branded/ASI**

📌Slack - #payments-support

Please refer to the following scenarios and take the appropriate actions:

• Customer has a deposit or transaction question.
  • Does the POS match their Portal Report?
  • Ensure the charge is not coming from “POSNation”
  • Send a message in #payments-support, create a case under Payments Support or transfer call to the above queue numbers.