Portfolio protection
Resolve merchant issues with the full account history in view.
See the ticket, earlier messages and outstanding commitments together. Assign the work, escalate where needed and record the resolution against the merchant account.
What it handles
Connect tickets, conversations, account history and commitments so teams can resolve issues faster.
Retentions capability
What Merchant support covers
Connect tickets, conversations, account history and commitments so teams can resolve issues faster.
01
Ticket intake across supported channels
02
Account history and earlier conversations
03
Assignment, escalation and SLA management
04
Resolution categories and service trend reporting
Workflow notes
Merchant support in practice
A merchant reports the same issue through two channels. The person replying needs both conversations and any promises already made to the merchant.
What to prepare
Prepare sample tickets, channels, escalation contacts and the information support teams need from account history.
Review the workflow
- Identify the merchant and existing open work.
- Review the issue alongside the service history and the merchant’s agreed terms.
- Record the resolution and any action needed to prevent repeat contact.
How should support and account management share responsibility?
Agree who owns technical resolution and who owns the ongoing relationship. A handover should state the next action and update the shared history so the merchant does not need to repeat the same explanation.
Related tools for your team
- Portfolio reporting — Review merchant-level volume, margin, service history, risk and commercial performance.
- Merchant onboarding — Coordinate applications, documents, checks, acquirer requirements and progress without losing ownership.
- Implementation guide — plan your data move, setup and testing.
- Payments glossary — understand the terms used in merchant services.
Before you set it up
Give the person handling the query access to the current issue, previous commitments and relevant account details.
Continue through Retentions
Related capabilities
Start with the reasons merchants leave.
Bring examples of recent cancellations and saves. We will show how to assign the case, review the options and report what happened.