The customer is mostly right
What can't we share with merchants about end-customers? What can we share?
No PII/PHI — especially creditworthiness (customer was approved/denied). For healthcare, what products the customer ordered. Yes You may discuss general customer order status information with merchants ("this customer does not have an active loan with Bread associated with your website.")
Yes You can and should discuss high level Bread workflows prompted by a merchant's customer-specific question.
What is "preview"?
"Preview" typically refers to a testing environment that should be identical to a real experience, allowing for merchants to test new features before launching them for real. VS. "Production" which refers to a real, live experience that real life customers can interact with.
For example, merchants use “preview" API keys that they retrieve from the Bread sandbox merchant portal to place test orders and have "preview" websites (often also called "staging" websites) that mirror their real websites.
How do merchants get in touch with Merchant Success and, soon, this team?
A: sucessdesk@breadfinance.com or submit a help center ticket
A merchant writes in as a customer wants to change their address on a Bread Pay order — "just checking that's ok?" the merchant writes. How do you respond?
Please cancel the order and have the customer attempt pre-qualification and checkout again with their updated address as this is one of our core policies to prevent and inherit any fraud liability.
What is Bread Pay's APR range for Installments?
0% - 34.99%
What is the URL for Bread Pay's technical documentation? (Open book)
What is the name of Eliza’s team? What is the name of Eliza’s sister team?
“Growth”/ “SMB” also acceptable. “Enterprise”
A merchant writes: "Hi, how do I switch the email address that receives automated order emails? Also, I would like to change our contact for fraud outreach?”
For automated order emails and expirations, you can update that on the merchant's admin page under Email Order Notifications. For all other merchants' contacts, including operations contacts, the RM will need to update, so escalate.
How many payments do customers make for SplitPay? How many weeks before a customer will have paid their SplitPay in full from checkout?
4 payments over 6 weeks with the first payment at checkout.
What are the 2 major ways an online merchant would “integrate” Bread Pay?
SDK/lots of coding OR plugin
Name 2 of Eliza’s team members names?
Neha, Allison, Jules, or Olivia are acceptable answers. Erika is also acceptable.
A merchant settled an order yesterday but hasn't received funds yet. What do we advise?
A: Merchants can expect to receive ACH transfers with funds owed 0+2 business days after order Settlement. If the merchant has still not received the expected transfer after another day or so, then we ask they reach back out again and we will investigate.
Name a few payment methods Bread Pay does NOT accept from customers? (OPEN BOOK!)
Name three Bread supported merchant platforms
Shopify, WooCommerce, BigCommerce, Magento, Volusion, Salesforce Commerce Cloud…
Which 2 segments of merchants will you all handle at launch?
Growth and SMB
A merchant asks how much their customers can put on a CC vs a loan? What do we advise?
Send Down Payment macro AFTER checking "borrow ratio" in admin. If "0" in admin, the merchant does not currently have access to Down Payment. If "2" in admin, send the macro as is. If "3" in admin, update the macro to read "3x" instead of "2x."
How many days of customer data is included in the Targeting Export? Why might a customer not appear in this report?
30d. Customer opted out of remarketing. Report has not updated with day's data yet (not real time).
A merchant reports that no customers are getting the mobile token on their website. What might you look into to solve this?
Go to site and see if 1234 works. If it does, the merchant's experience is still in "preview"/"testing" mode.
Name 3 areas you all would NOT handle at launch?
Bank account changes, approval rate convos, proactive work like marketing, contract rate cards, negotiations, upsells, merchants who are very upset
Under what conditions is the team able to add users to a merchant’s merchant portal?
Only after all troubleshooting steps have been attempted and identity has been verified (flow to be taught on).