Payments Tools
Where you can review payment account info such as payment processing, pricing plan, trxn history & verify caller
Salesforce
What browser and mode should you be in to use iBOSS?
Chrome Incognito
What chat queue should you reach out for help in Salesforce?
All desktop accounts, CNX SME DT ACCT
What is the Merchant Service Center?
The Merchant Service Center is a tool that can be used to help a customer who is looking for direction where to find their transaction history and fees.
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.
Where you can find articles to use for troubleshooting issues
Help Panel
What should you use to search iBoss?
Merchant's MID (merchant account identification number)
What does the ASM team do?
handles security and compliance issues related to updating the phone number on file used for multi-factor authentication (MFA), bank account (in certain cases), rates, and refunds on an account. The team is not trained in how Payments accounts function or work in a product.
True or False:
Transactions that are processed directly in the Merchant Service Center sync to quickbooks.
Anything that is processed directly in the Merchant Service Center WILL NOT sync to QuickBooks and will require the merchant to re-enter the transaction manually into their QuickBooks.
How many pieces of info need to be verified on a payments call and what could they be?
3 pieces of information from the following list.
US accounts
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.
Allows you to see if a merchant account is attached to a realm & what realm it is attached to
Payment CSR
Where can you find Statements in IBoss?
On the merchant dashboard tab of the Sales Summary Menu at the bottom of the page.
What is the slack channel used to contact the ASM team?
pcs-am-care
Where can a merchant refund or void an ACH Payment?
Those can only be done in the Merchant Service Center.
What types of fees do we charge our customers?
Monthly fees, processing rates fees, instant deposit fees, chargeback fee, reject/collection fees, checkwriter return fee and authorization fees.
Assists experts with understanding login issues, shows account activity via audit log, shows what realms are associated with login
OII
Where can you get trace numbers for your merchant?
in IBoss, under the ACH tab
What does the payments risk team do?
They are Analysts. They review hundreds of occurrences to make sure our merchants and Intuit are protected as part of payment processing. Their goal as protectors may often conflict with Customer Success’ goal of helping a merchant on that first contact. The analyst researches and makes hard decisions on a merchant’s account.
How do you get merchant payments to be recorded in a QBDT file?
Merchant must open Record Merchant Service Deposits for payment to be downloaded to QBDT company file. If selected, payment will be auto-matched to invoice and applied to balance due.
What do you need to review before you can put in for a rate review for the customer?
1. Average per month: The customer has processed on average $10,000 per month through QuickBooks Online Payments in the last 3 months. For QuickBooks Desktop Payments, an average of $15,000 per month in the last 3 months.
2. 3 months: The customer has processed with QuickBooks Payments for at least the last three consecutive months.
3. Good Standing: The account doesn’t currently have funds on hold and remains in good standing. The qualifying information can be reviewed in Salesforce using the Dashboard Tab in the Payments Asset. If qualified, you will then prepare a SalesForce Case to do the Rate Review with the ASM team.
Provides info about the account such as account closure reasons, view merchant statements, review risk activity, view uploaded docs
iBoss
What does the account change history show?
Shows anytime something is changed at the account level.
How does an agent contact a Payments Risk Analyst?
Not directly, but with a Salesforce case escalation process.
What are the two primary things to check when a transaction does not go thru?
1 Check Payments CSR Under the Credit Card Section to verify the card types that the account can accept.
2 Check to see if the transaction ifself is being declined. This can be found in Salesforce in the Authorization Search from the Transactions Tab on the Payment Asset.
Why is there a 5 day delay in the first round of a customer's deposits?
When a customer is new, we’ll deposit their set of payments, sometimes referred to as batch, within 5 business days. These first round of deposits take a bit longer while the customer account gets set up. Once we set everything up, customer payments will deposit much faster. This is the standard for most payment processors to ensure everything in the account and the transaction is valid and accounted for. Once this initial delay takes place, the funding times will revert to normal timing.