Purpose:
Establishing standardized verification procedures for handling merchant inquiries via phone, email, and fax. These procedures ensure the protection of sensitive information, comply with security protocols, and maintain accuracy when assisting merchants.
Level 1 – General Inquiries
Who Can Receive Information?
- Anyone (General Public)
Types of Inquiries:
- Questions about how to process transactions
- Questions about product features or services
- General questions about PCI compliance and best practices
Verification Requirements:
- Merchant Identification: Ask for Merchant ID, Location ID, Org ID, or Company Name to locate the account in the system (Webtools).
- Address Verification: Verify the merchant’s Physical Address and/or Billing Address.
- Customer Information: Request the Customer Service Phone Number and the Name of the Caller for documentation and contact validation.
- Verify that the contact information, email, and phone number are updated in the chat.
Level 2 – Account-Specific Information
Who Can Receive Information?
- Authorized Contact (Only individuals authorized to access specific account-related information)
Types of Inquiries:
- Merchant wants to reset a Virtual Terminal (VT) User password.
Note: Suspended or deleted users can only be reinstated by a Primary Contact, Hierarchy User, Signer, or an Authorized Contact. - Merchant requests updates to the IP address on Dex/VT user accounts or cookie authentication removal (requires Primary Contact, Hierarchy User, Authorized Contact, or Signer approval).
- Merchant requests their Merchant ID.
- Questions regarding the merchant account status or transaction history.
Verification Requirements:
- Level 1 Verification Requirements (and)
- VT Security Questions: Security questions associated with the Virtual Terminal user, or
- Bank Account and Tax Details: Last four digits of the DDA (Direct Deposit Account) and the Full Tax ID, or
- Personal Information: Last four digits of the Social Security Number (SSN) and Driver's License Number (DL) on file (Filebound/Dex for signers).
Level 2 – Multi-Factor Authentication (MFA)
Who Can Request MFA-Related Assistance?
- Merchant Admin, Enterprise Admin, Forte Admin, or a user affiliated with a Partner Organization
Types of Inquiries:
- Merchant requests to update their phone number for MFA purposes.
- User from a restricted country unable to log into Dex.
- MFA is enabled in Dex, but the user has no phone number linked to the account.
- Manual Override by Forte: Applicable only for Dex Merchant Admins. If a phone number fails validation during opt-in, Forte may request an alternative phone number or further assistance.
Verification Requirements:
- Level 1 Verification Requirements (and)
- VT Security Questions for the user, or
- Bank Account and Tax Details: Last four digits of the DDA and the Full Tax ID, or
- Personal Information: Last four digits of the SSN and DL from Filebound/Dex for signers.
Level 3 – Account Changes via Phone
Who Can Request Account Changes?
- Primary Contact, Authorized Contact, or Signer on the account
Types of Inquiries:
- Merchant requests to update the Address or Phone Number on the account.
Verification Requirements:
- Level 1 Verification Requirements (and)
- Level 2 Verification Requirements (or)
- A Faxed/Emailed Signed Document from the authorized contact, or
- Email from an Authorized Contact requesting the change.
Level 3 – Account Changes via Written Request
Who Can Submit Written Requests?
- Changes must be submitted by an Authorized Contact or Signer on the account.
Types of Inquiries:
- Contact change requests.
- Merchant requests to delete or close an account.
Note: Closure requests must be signed by a signer on the account or emailed from an authorized email if electronically signed. - Email Address Changes for the merchant account.
Verification Requirements:
- A Faxed/Emailed Signed Document from the authorized contact, or
- Email from Authorized Contact: If no signature is on file, the sender's email must match the authorized contact email address in Webtools.
- Verify the Signature on the request matches the authorized contact in Filebound.