How
What is the difference between financial responsibility and financial liability?
The person with Financial Responsibility can be defined as an individual who may need to manage the payments account.
The person with Financial Liability for an account can be defined as someone who will be legally accountable if the account gets into trouble with any court appointed actions.
What is a verified contact?
A verified contact is someone the account Primary Principal has given account information, so they can complete level 2 VCI tasks.
What is a non verified contact?
A non-verified contact means that the individual does not have a company-given access level to inquire about or make changes to the account.
What 3 things need to be reviewed before requesting a rate review?
-average per month:for qbo $10000 per month and for qbdt $15000 per month
-3 months: payments have been processed for the last 3 consecutive months
-good standing: no funds on hold and in good standing
To close a merchant account, and you need to escalate it (if they cant self serve), what help article will walk you thru it?
Merchant account closure procedures. Make sure you review the "Escalate to Tier 2/ASM for account closure" section.
Once VCI level 1 is passed on a payments call, what can you assist the customer with?
-Reporting technical issues or defects.
-Resolving error messages.
-Product functionality questions.
-Navigating customers through a self-service change, such as changing a customer's phone number online.
To be a verified contact and operate instead of the primary principal, the customer must verify 3 pieces of info which are what?
The Principal's full date of birth.
The last 4 numbers of the Tax ID on file.
The last 4 numbers of the bank account on file.
What can you help a non verified contact with?
-OII password reset for their own logins.
-Answers to “How to questions” that could be found on the internet.
-Explanation on the use of Payment products and tools like GoPayment, MSC, and E-I--Invoicing.
-Public Salesforce articles.
-Direct them to the MSC and show them where they can find the following information if they’re able to login and access the account:
-Merchant Account Number.
-Statements.
-Rates and fees.
-Transactions.
-Batches.
What should you follow when creating a case for a rate review?
Help article: Request a rate review of QuickBooks Payments discount fees
under the 'submit a rate review' section
If a merchant can not self serve to close an account, how can it get closed?
If self-service isn't an option, the account can be closed manually.
1. Select the Case Details tab.
2. Update the merchant information.
3. Add this to the Payments ASM queue.
Note: If you don't leave the Sub-Status as "In Progress", ASM won't know the case needs to be worked. Make sure to include the requested form in the case description.
What can be shared with the Primary principal?
1. Merchant account number
2. rates and fees
3. Statements
4. Application information
5. Transactions
6. Batches
7. Deposit information
8. Risk, Collections, Chargeback or Underwriting case information
What can be shared with a verified contact?
Once VCI is confirmed for the verified contact, the Expert can share:
1. Merchant Account Number
2. Rates and Fees
3. Statements
4. Transactions
5. Batches
6. Deposit Information
What is PCI Compliance?
PCI compliance is a requirement of the credit card industry.
Merchants need to be PCI compliant
Once a customer is qualified for a rate review, what do you need to do?
Reach out to ASM via Slack
1. Open Slack.
2. Join or access #pcs-am-care(opens in a new tab).
3. Select the blue lightning bolt to access shortcuts.
4. Select the Rate Review Request workflow.
5. Enter the requested information.
6. Select Send.
How can a customer self serve to close their merchant account?
In the Merchant Service center: Self-service action steps: Account, Account Profile, and then Close Account.
What changes can the principal make?
1. Close the merchant account
2. Re-open the Merchant account-level
3. Clear the auth id in the QBDT file
4. Map or unmap a merchant account-level
5. OII Password reset for their own logins
6. CSR/ECR Changes
7. Changes the MFA phone number for the Merchant Services account-level
8. Request a refund
9. Ordering supplies for the account
10. Request a copy of the Merchant application
What can the verified contact make changes to?
1. OII Password reset for their own logins
2. CSR/ECR changes
3. Request a refunding
4. Ordering supplied for the account.
What are some fees that come from payments?
Monthly fee, processing rates fees, payments dispute protection, instant deposit fee, chargeback fee, reject/collection fee, checkwriter return fee and authorization fee.
How often can rate reviews be requsted?
One rate review an be completed within a 12 month period.
What are the 2 options for purchasing a qb payment card reader?
thru self service (go payment app and online) or ordering with an expert.
When requesting changes in the account, what needs to be included in the case notes?
you must include the Principal's first and last name, and which VCI elements were used to pass verification.
How can you get info changed if the merchant is deceased?
Escalate through T2
Where would you find the customers pricing?
In Salesforce, select Payments Asset Summary then Pricing and Fees/Rates.
You can also see the rates in iBoss.
What should you do after you reach out to the ASM team?
-Inform the merchant of the review result. If they accept it, inform the team through your Slack post.
-Inform the customer that within 2 days they will receive an email confirming this change has been completed and their rates have been updated.
Can you process an order for a card reader without a CAN?
Yes, you can.