1. Overview #

• Department Responsible: Customer Support
• Created By: Chris Hartner
• Created Date: March 27, 2023
• Revised By: Ashley Zanetta
• Revised Date: May 7, 2024
• Approved By: Chris Hartner
• Approved Date: May 7, 2024
• Next Review Date: May 7, 2025

2. Background #

This procedure outlines the steps for merchant retention and account closure to ensure all systems and third-party applications are updated correctly when an account is closed.

3. Merchant Attrition Categories #

1. Competitive Attrition
   • Merchant closes due to better pricing, product, or service elsewhere.
2. Non-Competitive Attrition
   • Merchant closes due to business closure, sale, or unresponsiveness to collections.

4. Non-Competitive Attrition Procedure #

1. Categories:
   • ACH / Fee Reject Closure
   • Risk Closure
   • Third-Party Partner Request
   • Business Closed
2. Closure Steps:
   • Merchant completes and signs the Account Closure Form.
   • Upload the form to Dynamics CRM.
   • If the form isn’t signed, note the reason in Dynamics CRM.
   • Close records in:
     • Repay (Back-end)
     • Cybersource or TSYS (Front-end)
     • Paysafe (if applicable)

5. Competitive Attrition Procedure #

1. Categories:
   • Rates & Pricing
   • Product
   • Service
2. Retention Steps:
   • Engage the merchant to understand their concerns.
   • If Service-related, gather examples and offer solutions.
   • If Product-related, explore training or different product options.
   • If Pricing-related, offer discounts or request management approval for fee waivers.
   • Complete Retention Form with business details and send to merchantsalessupport@woodforestpay.com.
   • Sales Support makes 3 contact attempts:
     • If retention fails, the account is sent back to Merchant Support for closure.
     • If retained, Sales Support provides next steps to Merchant Support.
3. Tracking:
   • All retention activities are documented in Sales CRM under Retention-Competitive.

6. Account Closure Process #

1. Dynamics 365 CRM:
   • Search by MID or Merchant DBA.
   • Create a new case titled: (MID) – CLOSURE.
   • Select Maintenance > Account Closure.
   • Upload closure documents.
2. Delta 1st/VPC MES:
   • Login to REPAY MES.
   • Select Maintenance > Merchant Maintenance > Close.
   • Enter Close Date and Reason.
   • Adjust fees based on closure date.
3. Cybersource:
   • Login to Cybersource.
   • Navigate to Portfolio Management > Manage Merchants.
   • Change status from Live to Inactive.
4. Delta 1st CRM:
   • Login to Omna CRM.
   • Switch merchant status from Active to Inactive.
5. Verifone Device Deactivation (VPC):
   • Email MOP Support with closure details.
6. TSYS:
   • Login to REPAY MES and TSYS.
   • Change merchant status from Open to Closed.
7. Verifone Device Deactivation (TSYS):
   • Login to Payware Connect and deactivate the account.
8. SaleQuick:
   • Login to NMI and SaleQuick Admin.
   • Disable routing and change account status to Closed.
9. Auth.net:
   • Login to Auth.Net.
   • Create a General Support Request for account closure.
10. Paysafe:
    • Login to IAccess and submit the Request to Close Merchant Account Form.