Merchant operations
Make sure every service request has an owner.
Assign merchant enquiries, set priorities and follow unresolved requests through escalation. Managers can see delays, service targets and the outcome recorded by the team.
What it handles
Route queries, requests and exceptions to the right owner with visible status and escalation.
Account Management capability
What Service workflows covers
Route queries, requests and exceptions to the right owner with visible status and escalation.
01
Configurable request and case types
02
Assignment, priority and escalation rules
03
Status, SLA and ageing visibility
04
Resolution history and service reporting
Workflow notes
Service workflows in practice
A merchant request moves between support, operations and an account manager. Without a shared status, each team can believe that another team owns the next step.
What to prepare
Prepare common request types, priorities, escalation rules and your agreed service targets.
Review the workflow
- Assign the request to the correct queue or owner.
- Review escalation when the request is overdue or requires another team.
- Check that the resolution and merchant communication remain part of the account history.
Should every request follow the same service target?
Set targets by request type, urgency and the service commitments you have made. Agree when the clock starts, who owns the response and when an overdue request escalates.
Related tools for your team
- Underwriting controls — Apply structured risk gates, scores, review queues, decisions and escalation paths.
- Residuals — Import, reconcile, investigate and report residual income across acquirers, merchants and periods.
- Implementation guide — plan your data move, setup and testing.
- Payments glossary — understand the terms used in merchant services.
Before you set it up
Choose a common request and agree who handles it, when it escalates and what counts as resolved.
Continue through Account Management
Related capabilities
See how your team would manage an account.
Choose a typical application or service request. We will walk through the records, responsibilities and follow-up, including where your acquirers and partners are involved.