Payment Processing Internal Process - Processor Change Request

Key Information

• Prerequisites: 
  • An escalated ticket from the Support team requesting a processor change including...
    • Confirmation from Union Leadership
    • Needed VARs and new Processor contact details
• Tools & Systems:
  • HubSpot
  • Copilot (CardPointe) - For Direct processors only
  • Magensa Reseller Portal
  • Fortis/Payeezy Portal
  • Smithers
• Related Documentation:
  • Payment Processing Internal Process - Direct Venue Change of Ownership

• VAR Basics and FAQs

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Step-by-Step Procedure

Initial Steps (Applicable to All Paths)

• Confirm Leadership Approval and Required Documents

• Review the escalated HubSpot ticket.
• Verify that a note from Union Leadership explicitly approving the processor change is present.
• If the venue is going to an indirect processing relations, you must confirm that complete VAR sheets from the new processor are attached and their contact info is correctly logged in HubSpot.
  1. Do not proceed without these items. Communicate within the ticket to have them provided by Support or the Processor as appropriate.

• Triage the HubSpot Ticket

• Set the PROCESSING ISSUE REPORTED property to PROCESSOR CHANGE REQUEST.
• Assign the ticket to yourself to establish ownership.
• Review the request to determine which path to follow below.

• Choose the best path forward based on your specific Processor Switch situation…

Path A: Indirect Venue to New Indirect Processor

Follow this path when the venue is moving from one third-party processor to another.

• Schedule the Credential Switchover

1. Reach out to the primary venue contact using the HubSpot email template: PP - REQUEST TO SWAP CREDS.
2. Confirm a specific date and time to perform the credential swap. This must be a confirmed appointment.

• Configure & Test New Credentials (At the agreed-upon date/time)

1. Using the new VAR sheet, configure the Magensa and Fortis/Payeezy credentials by following the standard indirect account creation process.
2. Log into Smithers, find the venue, and select the appropriate "Set Credentials" action for each gateway. Enter the new credentials and click SUBMIT.
3. Perform test transactions to ensure the new gateways are processing correctly.

• Confirm Switchover Completion

1. Immediately notify the venue contact and the new processor that the switch is complete and tested.

• Finalize HubSpot Ticket

1. Update all relevant ticket properties (Magensa MID, Creds Tested Date, etc.) with the new information.
2. Add a final note summarizing the successful swap and close the ticket.

Path B: Indirect Venue to Direct Processing

Follow this path when the venue is leaving their third-party processor to process directly with Union.

• Create New Account in Copilot

1. Log into copilot.cardpointe.com.
2. Navigate to Customers → New Account.
3. Select the Account Template: 5&5.
4. Enter the new owner's Business Name.
5. Scroll down and add the new owner's (signer's) first name, last name, and email address.
6. Click Save.

• Configure Account and Processing Details in Copilot

1. Go to the Account Details tab. Delete the auto-filled text in the Legal name and Tax Filing name fields, leaving them blank. Click Save.
2. Go to the Processing Information tab. In the Business Description box, enter: With contactless onsite payment of tabs at restaurant/bars. Click Save.
3. Go to the Merchant Services tab. Scroll to the "Monthly and Miscellaneous" section and change PCI Non-Compliance from $0.00 to $9.95. Click Save.

• Order Gateways in Copilot

1. Navigate to Orders → New Order.
2. Select the Software/Gateway tab. Search for and ADD MAGENSA- FirstData Nashville.
3. In the notes popup, enter: Please email VAR Sheet to ops@union-pos.com. Please adjust the rapid connect host close time to 6pm EST. Click Save Order.
4. Click New Order again.
5. Select the Software/Gateway tab. Search for and ADD PAYEEZY-GATEWAY WEBSERVICEAPIECOMM.
6. In the notes popup, enter: Please add the Payeezy Gateway with Transarmor tokenization with a multipay token for in-app payment. Please let us know what the Transarmor Token & Terminal Division ID "ex 0123456789" is once it is generated. Click Save Order.

• Clean Up and Submit Application in Copilot

1. You will see a red warning. To resolve it, find the Order ID associated with CardPointe Gateway (RapidConnect North) and click on it.
2. In the popup, click Delete Order and confirm the deletion.
3. Click the Submit button located under the DBA Name.
4. Answer the three security questions:
   1. Have you met this merchant face to face?
      1. No
   2. Did you solicit the merchant, or was this an inbound/web lead?
      1. The merchant contacted me by phone, web, or email
   3. How will the Merchant sign the Application? 
      1. Email Link for Digital Signature
5. In the message box, use the following template:

Hi [Owner's First Name],

Please look over the credit card processing MPA for UNION POS, then fill in the necessary fields about your business and e-sign the document.

The Magensa MPA is for your credit card processing and the Payeezy Gateway allows you to be able to accept in-app payments.

If you have questions please let me know.

1. Click Submit for Signature

• Update HubSpot & the Venue

1. In the HubSpot ticket, send a direct email to the new owner to give them a heads-up. Use the PP - NEW OWNER MPA SENT email template.
2. Update the TICKET STATUS to IN PROGRESS.

• Wait: 3-to-5 Days After Venue Signature/Submission

• Confirm Scheduled Switchover

1. You will receive an email confirming the application has been approved.

• Reach out to the venue via the email template PP - REQUEST TO SWAP CREDS

1. Follow up with calls, texts, extra - do not move forward with confirming the best day/time to complete the creds swap

• Configure & Test Credentials

• In the confirmation email, you will find an attached VAR sheet from the Processor. Download it.

1. At the agreed upon date/time
2. Configure Magensa Credentials
3. 1. Log into reseller.magensa.net.
   2. Navigate to MPPG → Accounts → +ADD Merchant.
   3. Click Generate Username so the field turns red.
   4. Fill out the form using the VARSHEET.
   5. Click ADD MERCHANT. You will receive an email from No-Reply@Magtek.com.
   6. Click the Set Password link in the email. The Username will be the Merchant ID.
   7. Generate a secure 14-digit password and SAVE IT SECURELY.
   8. Go to Smithers, find the venue, and select Set Magensa Credentials.
   9. Screen Shot the old credintials and save
   10. Enter the credentials and click SUBMIT.
4. Configure Payeezy Credentials
5. 1. Log into developer.payeezy.com with the shared team credentials.
   2. Go to Merchants → LIVE tab. Scroll to the last page to find the newest venue.
   3. Copy the Token and the Merchant ID (MID).
   4. Go to Smithers, find the venue, and select Set Payeezy Credentials.
   5. Enter the credentials and click SUBMIT.
6. Test Credentials
7. Magensa
9. Fortis
11. 1. Confirm to the new owner once complete
       1. Email or call the new owner to notify them as soon as the new creds are live and tested successfully.

• Close Old Owner Account

1. Confirm screen shots for old creds are saved in the ticket Notes.

• Update and Close HubSpot Ticket

1. Update Ticket Properties
2. CoPilot Merchant Homepage URL
3. Magensa MID
4. Fortis MID
5. Magensa Creds Tested Date
6. Fortis Creds Tested Date
7. Update the support ticket notes with a clear summary of the entire process - new creation and old termination, outcomes as well as one-off issues, etc..
8. Update the TICKET STATUS to CLOSED.

Path C: Direct Venue to New Indirect Processor

Follow this path when a venue processing directly with Union is moving to a new third-party processor.

• Schedule the Credential Switchover

1. Reach out to the primary venue contact using the HubSpot email template: PP - REQUEST TO SWAP CREDS.
2. Confirm a specific date and time to perform the credential swap. This must be a confirmed appointment.

• Configure & Test New Credentials (At the agreed-upon date/time)

1. Using the new VAR sheet, configure the Magensa and Fortis/Payeezy credentials by following the standard indirect account creation process.
2. Log into Smithers, find the venue, and select the appropriate "Set Credentials" action for each gateway. 
3. Screen Shot ALL old creds and save them to the HubSpot ticket Notes
4. Enter the new credentials and click SUBMIT.
5. Perform test transactions to ensure the new gateways are processing correctly.

• Confirm Switchover Completion

1. Immediately notify the venue contact and the new processor that the switch is complete and tested.

• Initiate Account Closure in Copilot

1. In the HubSpot ticket, find the venue's details.
2. Log in to Copilot and use the search to find the customer.
   1. CRITICAL: Verify the venue by confirming two items:
      1. The Account Status is "Live."
      2. The address listed in Copilot matches the address in HubSpot.
   2. WARNING: If the addresses do not match, do not proceed. Escalate immediately.
3. Navigate to the Tickets section for the venue and click Create Ticket.
4. Fill out the ticket with the following details:
   1. Ticket Type: Risk/Collections
   2. Reason: Account Cancellation Request
   3. Cancellation Reason: Choose the appropriate reason (e.g., Business Closed). If unknown, select Business Closed.
   4. Description: Enter "Please close the processing account for this venue."
5. Save the ticket 
   1. Quick Tip - Copy the new ticket's URL into the HubSpot ticket here to save an extra trip back later.

• Update the HubSpot Ticket

1. Go back to the HubSpot ticket..
2. Confirm the Copilot ticket URL has been added to the LINK TO COPILOT TICKET property.
3. Confirm the screenshots for all old payment gateways have been logged in Notes
4. Update the TICKET STATUS property to IN PROGRESS

• Monitor and Verify Closure

1. The process can take a few business days.
2. Once the Copilot ticket is marked as Closed or Completed, perform a final verification.
   1. Go back to the venue's main page in Copilot and check the Account Summary.
   2. Confirm that the Account Status is now listed as Cancelled.

• Finalize HubSpot Ticket

1. Update all relevant ticket properties (Magensa MID, Creds Tested Date, etc.) with the new information.
2. Add a final note summarizing the successful swap
3. Update the TICKET STATUS to CLOSED.

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Additional Information

• Automations & Alerts:
• Reporting:
• • Processor Change Requests by Month
• Workflows:
• • Create Request from Support
  • Service Level Agreement:
    • 7 Days

• Best Practices / Tips:
  • Triple check all your data at each step, take extra detailed notes - this process is 2-fold and requires many steps.
  • Keep close contact with the venue and processors (if applicable), reach out daily during the process to ensure they feel comfortable and in the loop, even if you have nothing new to report.
• Definitions: [Define any jargon or acronyms used in this document that may not be universally understood.]

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Escalation Path

• When to Escalate:
  • If the processor isnt responsive, or the VAR is incorrect
  • If the customer becomes non-responsive, or if CardConnect takes more than 5 days to approve the direct application
• Who to Contact:
  • Payment Processing Manager, or Product Manager, or Support Leadership