New Application

Objective 

During merchant onboarding, if no equipment is specified in the Merchant Processing Application (MPA), the terminal status will be set as "New Application." This status indicates that no equipment has been boarded for the merchant. 

After account approval, the CRM system will automatically create a ticket under the RFC (Reason for Call)—"New Application." This procedure ensures proper tracking, timely communication, and efficient terminal deployment.

Scope

The India Tech Team is responsible for handling the "New Application" RFC to ensure proper coordination and timely terminal deployment for merchants. 

Ticket Handling Process (Step-by-Step workflow)

• Step 1: Ticket Review
  • Open 'New application' RFC
  • Review and verify the ticket details. 
• Step 2: Ticket Validation
  • Ticket created date—Verify the creation date to ensure timely review. 
  • Ticket created by—Check whether the ticket was created by CRM or any user. 
  • Assigned to—Confirm ownership to determine who handles deployment. 
  • Description—Review to understand the request and required action. 
• Step 3: Analysis & Communication
  • Review the MPA and comments to determine the deployment requirement. 
    • If the ISO manages deployment, move the ticket to RFC—"Deploy by "ISO" and update the ticket as mentioned below.
    • Create the appropriate deployment ticket based on the requirement:
      • If MPA specifies terminal as "New," → create a deployment ticket
      • If MPA specifies the terminal as "Repro, Existing" or includes a SN → Create Repro ticket.
      • If MPA specifies "Clover" or the account has a Clover addendum → Create Clover ticket.
  • If no equipment or software is specified, contact the agent via email to confirm the required equipment/software. 
    

Outreach and Follow-up Process

Ticket and ToDo list update process

• Document all communications in the ticket comments and To Do section. 
• Update the following fields in the ticket:
  • Group
  • Owner
  • Reason for call
    
  • Status
  • Actual problem
  • Category
• First email update
  • To Do: Called ISO #1—ISO was emailed
  • Most recent comment—Sent an email to the agent on (Date) to confirm the equipment—FD#.
• Follow-up email update
  • To Do: Called ISO #2—Follow-up email sent. 
  • Most recent comment—Sent a follow-up email to the agent on [Date] 
• Final follow-up
  • ToDo: Called ISO #3—Final follow-up email sent 
  • Most recent comment—Sent a final follow-up email to the agent on [Date]
• If the ticket needs to be moved,
  • Change the Reason for Call to the appropriate RFC. 
  • ToDo: Move ticket to—Ticket moved to (RFC name) for further processing on [Date] 

Ticket closure process

• Close the ticket under the following conditions:
  • If a Deployment, Repro, or Clover ticket has been created against the merchant,  
    • Solution—A (Deployment/repro/Clover) ticket has been created for this merchant for terminal deployment, closing this ticket on [Date]. 
  • If ISO will handle deployment 
    • Solution—ISO confirmed that they will handle the terminal deployment process. Closing this ticket on [Date].
  • If there is no response after three outreach attempts 
    • Solution—Due to lack of response after three outreach attempts via email and call, the ticket is being closed. 

Email process

• Initial email

Subject: Equipment confirmation [MID&DBA]

Recipients: To—[ISO email address/RM], CC—[Indiatech, Dharshini, Sowmiya]

Body: 

• DBA Name:
• MID:
• Agent Name:
• Role:

• Follow-up email

Body: 

• Final follow-up email

Body:

We are currently awaiting your confirmation for this account. If no response is received by the end of today, this communication will be closed. If you require any further assistance, please create a new ticket for this merchant, and we will be happy to assist you. Thank you"