Activation Basics
What does Mx stand for?
Merchant
What is an Order Protocol?
A way/tool a mx receives their order.
What's the first thing we need to do when a call comes in, on our support case?
Tick the prevent child case closure
True/False. We are able to see if an account is active on MINT.
True
What system is used to view merchant information?
salesforce
Name two Order Protocols.
Tablet/POS/Shopify
How do we know which issue and resolution to use?
Skills Matrix
Are we able to see a C/W on MINT?
NO.
What is the first thing you should verify when assisting a merchant?
First and Last Name
Which order protocol requires us to get a menu source?
Tablet
What does parent case refer to?
Marketplace Onboarding Case
Under which section can we see the status of a same-store change of ownership?
SSCOO
Name two requirements before activating a merchant.
It should be the DM on the line and Additional Verification
True/Fales. A merchant can locate their store ID at the back of the Tablet?
True
When do we add a description to our case work?
When queuing a case we can't solve to a different department.
Can we (Inbound Activations team) reactivate a merchant we a Permanent deactivation due to fraud?
No.
What is required for additional verification, for first time Activation
Order Protocol, Email, Store ID, Last 4 digits of Bank Acc n.o
A merchant wants to change from Tablet to POS before activation. What do you do?
Advise mx that it might delay the onboarding.
When escalating a case to the LASE team, what should the status of the case be?
Waiting for DD internal Team
How do we add special hours on MINT?
Show us on the HOT seat.