This document outlines the best practices and policies to follow when submitting statements. During the sales process it may sometimes be necessary to go lower than our default rates, in such cases we should follow this flow to determine if custom pricing is needed.

How to send statements

1. Within the Opportunity, click on the ‘Create SA Case’ button

   https://lh7-us.googleusercontent.com/A5xmMKEhBowWvFxHra_DqwOFmktBGQ7cEv61fDyznQp0ZkRmIDpJtqSXzUwqeT0Y-CEnF14iq63Z9Mkuo8xwnIB2Qou0Rq4ziQ4iLHHKjsfqF1Fwb8jMfyRCiJvomPR6qB0F7zfFL0krKDC4LU5drv4

2. Include any relevant notes or required turn-around time

3. Upload the most recent 3-6 months of statements

   <aside> 💡 NOTE: SFDC will only allow up to 10 files at a time. If there are more than 10 files, please zip them on your computer and upload the zipped folder.

   </aside>

4. After the case is created, you can go into it and add additional notes or increase the priority for more time-sensitive requests. To do this, go into the Opportunity and click on Cases then locate the one you want to edit.

   https://lh7-us.googleusercontent.com/HTzIA0F8BP7KuMKCDvCl-HJjZF_TC6F_H_f3kaEsj5U6juqqb5a4SfC2esypPWgJT4HqhJEKhvAftq9B2cKVc27dtDEUhIk0CV3Sjb5q7yq7bnXYl-eITLq-_le4nH2RTVovHtUIWpiCg7O99izZhVg

5. When a custom proposal has been completed, the status will change to ‘Solved’ and the requester will receive an email notification from SFDC.

6. In some cases, additional information will be required. When that happens the case will be assigned back to the requester with a ‘Pending Statement Analysis’ status. The requester will receive an email notification and should check the Comments section for more information.

   • After the additional information is gathered, the case should be reassigned back to Ty Clement

Requirements to send statements

• A statement is a document that has the following information:
  • Total and net credit/debit volume
    • Must include refunds, chargebacks, and other deductions
  • Transaction count
  • Total fees
• 3-6 months of merchant statements
  • Must be sequential months
  • Must include at least the most recent 3 months
  • If the merchant is seasonal and wants to include their busy seasons then they should include enough statements to show the last 3 months and their peak season
• Things that don’t work:
  • Bank statements
  • Expense invoices (these don’t usually contain any information about volume or transaction count)

<aside> 💡 Note: While not required, it’s ideal if this document has a full breakdown of all interchange and assessment fees

</aside>

How to ensure the fastest turnaround

• Check the files before submitting them
  • Make sure the file meets all the requirements listed above
  • Make sure the text of each page is legible
  • Make sure that the file includes all sequential pages (if the store submits pages 1, 2, 4 of their statement and required information is on page 3 then the case will get sent back and take longer to complete)
• If applicable, add comments/description to the case indicating it’s multi-location
  • Sometimes the statements are not clearly dated and one month for two locations can appear as two months for one location.
• Clearly name the files
  • Clearly naming the files makes organizing them much faster which speeds up the custom analysis process.