Repro

Repro:

Reprovision refers to reissuing or resetting payment credentials or services to ensure a payment device or account continues to function properly after updates, changes, or security events.

Workflow:

In the merchant industry, the Repro section follows a structured workflow to ensure smooth coordination between the NY and India teams.

In Progress:
The ticket handler must change the status from “Open” to “In Progress” when work begins. This indicates active handling and helps ensure completion within 24 hours.

Waiting for Response

If confirmation is needed from the ISO or merchant, update the status to “Waiting for Response.”

Attempt to contact the ISO. If no response after three calls, send an email with the required details and update the ticket notes.

Download Needed:
After receiving required details from the ISO or merchant and creating the equipment, update the ticket status to “Download Needed.” If no further confirmation is required, move it directly from “In Progress” to “Download Needed.” The status remains unchanged until the merchant completes the download.

Waiting on Merchant:
Select “Waiting on Merchant” after the download is completed on the provisioned equipment. For Repro tickets, shipping and invoice fields are not required, as no shipment is created. The ISO already has the equipment—we only generate the VAR file and EPI ID.

Closed:
Set the ticket to “Closed” once the merchant processes over $30 and confirmation is received from the ISO. If not, keep the ticket open. 

Follow-Up Process

• Contact merchant/ISO by phone after terminal receipt.
• If no response, send up to 3 follow-up emails.
• After the final attempt, close the ticket if no response is received.

Special Condition – Online Sales Office

• India team does not handle tickets for the first 3 days (NY team priority).
• On Day 4, request permission to proceed.
• For Online Sales Office, send up to 6 follow-ups before closure.
• For other offices, standard 3 follow-ups apply.

Restricted Offices – Follow-Up 

We have been advised not to send emails to certain ISOs. Please review the restricted list before sending any follow-up communication.

Email for Equip Confirmation  

Do NOT Send Emails To:

• CAPRI PAYMENTS (4973)
• ARGYLE PAYMENTS (5328)
• REUVEN – GOAT PAYMENTS (5045)
• SHAYNE FORRESTER (5095)
• MARIANO (0997) – We The People Processing
• BRYAN BASS (6690)
• JONATHAN COLE (6903)
• PAY BY CARD (6266)
• CHRIS VON (6936)
• HENRY TRAN (6695)
• JOSH RUSSELL (5136)
• APOORV JOSHI (6293)
• PLUSHPAY (6390)
• ALGERNON LAM (6116)

Instead, Send Follow-Ups To:

• jeremyc@merchantindustry.net -Jeremy Colle
• jennie.tufano@merchantindustry.net -Jennie Tufano
• glenn.mondry@merchantindustry.net -Glenn Mondry (For Mariano – 0997)
• George@merchantindustry.net- George (For Henry Tran – 6695)