2025-09-04_11h04_06.mp4

Payfac Ticket Process:

1. Update the Case’s Description. State the issue, include specifics (date/time, transaction numbers etc.), and any detail to help the developers identify the issue.
2. Attachments: Upload any attachments that may be helpful; Screenshots, videos, or files we are attempting to upload via the portal or application in the Feed
3. Fill out the Payments Development fields on the right-hand side.
   • Merchant ID
   • Processor
   • VIP Customer: Yes/No
   • Escalated: Yes/No
   • Suitable Workaround Available: Yes/No
   • Is Reproducible: Y/N
   • Request Type: Picklist
   • Payments System Area: Picklist

1. Set the Case Status to 'Waiting on Internal' and update the Next Step to indicate that it has been sent to development for team awareness. Check back for updates in the Feed.