<aside> 💡 This article will cover the guideline for assessing a merchant’s payment request and ensuring it is both properly documented and routed through the appropriate channels. This SOP sets a precedence to ensure that all payments requests get to the correct department with consistency, accuracy, compliance, and efficiency.
This SOP applies to all CX teams that may receive a request from a merchant for assistance with payments-specific processes
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This section covers the types of merchant requests that should be routed to the Payments Retention team.
Slack: #quilt-payments-retention
Email: SBU - [email protected] XBU - analysis@BRAND.com (ex: [email protected], [email protected], etc.)
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Payments Retention primarily receives requests through the creation of a Payments Retention case in SalesForce. Exceptions can be made to live transfer to their phone line in urgent situations. However, the expectation is to submit a case to their queue and let the merchant know that the Payments Retention team will reach out to them.
Live Transfers to the Payments Retention call queue will only be accepted after a ping has been sent to the slack channel to verify someone is available to take the call!
If someone has confirmed they are available, you may then use one of the following queue numbers:
XBU: +1 (775) 442-7996 SBU: +1 (775) 587-4435
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The merchant wants to speak with somebody about lowering their current processing rates or moving to a different processing rate type such as Cash Discounting, Dual Pricing, Interchange (IC+), or Flat Rate.
The merchant wants to speak with somebody about changing their current payment processor.
The merchant needs to update their Employer Identification Number (EIN) and the current owner is not changing.