Portfolio protection
Follow every cancellation request through to an outcome.
Record why the merchant wants to leave, assign the case and review the available offers. Track approval, follow-up and whether the account was saved or lost.
What it handles
Move cancellation requests through triage, approvals, save offers, follow-up and final outcome tracking.
Retentions capability
What Retention workflows covers
Move cancellation requests through triage, approvals, save offers, follow-up and final outcome tracking.
01
Reason capture and structured triage
02
Ownership, approvals and timed follow-up
03
Retention offers linked to the merchant account
04
Outcome, value protected and loss reporting
Workflow notes
Retention workflows in practice
A merchant asks to leave after repeated service issues. Retention work needs to address the reason for leaving and record the outcome of any intervention.
What to prepare
Bring your cancellation reasons, case owners, approval limits and follow-up deadlines.
Review the workflow
- Triage the request and record the merchant’s stated reason.
- Review an appropriate service action or approved commercial offer.
- Follow up and record the final outcome, including cases that cannot be retained.
What should count as a saved merchant?
Agree a clear definition and observation period. Report confirmed saves separately from open cases and merchants who have only agreed to another conversation.
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
Agree who can approve a concession and when a case is counted as saved, lost or still at risk.
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.