When assisting a merchant requesting temporary expedited funding, please follow the outlined steps to ensure all required information is gathered accurately and the request is processed efficiently.
- Initial Engagement with the Merchant
- Start by greeting the merchant, and verify that the contact information, email, and phone number are updated in the chat.
Temporary Faster Funding Form
- Confirm Transaction Submission
- Ensure the merchant understands that all transactions must be submitted for processing before the temporary faster funding request form is submitted.
- Determine the Form Submission Method
- Confirm if the merchant will submit the request using the following canned response, Short Code (TFF)
Of course, {{user.firstName}}, I can help you with your temporary funding request. |
If the customer is reluctant offer another method for the Physical Form Submission via Email
Process for Physical Form Submission via Email
- Instruct the Merchant to Email the Form:
- Ask the merchant to use the following subject line for their email: "!! Temp Faster Funding MID [MID Number]"
- Ensure they include:
- The filled-out Temporary Faster Funding Form, signed to agree to the $35 fee.
- Email submission to customerservice@forte.net with Debbie.Landrum@csgi.com in cc. It’s best practice to ask them to cc you as well, allowing you to monitor the request.
- Customer Service Action:
- Once received, document the transaction IDs in the FD ticket or a Word document.
- Separate transaction IDs by commas without spaces.
- Assign the ticket to the Account Changes Group for processing.
Process for Formstack Form Submission (Online)
- Formstack Submission Routing:
- Inform the merchant that submitting the Formstack form will automatically route their request to customerservice@forte.net and cc Debbie.Landrum@csgi.com.
- Customer Service Action:
- Upon receipt, add a private note in the FD ticket or document listing the transaction IDs, separated by commas.
- Assign the ticket to the Account Changes Group.
Ticket Management and Urgency
- Ticket Priority:
- Tickets should be marked as Urgent by automation. If the ticket isn't marked as Urgent, manually set the priority to Urgent.
- Expedited Status Updates:
- If no updates are available through Freshdesk activity or Webtools notes, update the ticket status to Urgent.
- Expected Response Time: If a response is not received within 4 hours, escalate the issue to Stephanie Shaw and Jim Walker.
- If still unresolved, escalate to cs-leadership@forte.net.
Important Notes
- Temporary vs. Permanent Funding:
- Remind the merchant that this request does not alter their permanent funding hold days. They must complete the permanent Faster Funding form if they desire a permanent faster funding set up.