ISO/Sales Rep Split Funding (SF) Ticket Procedure

Purpose: This article provides ISO/Sales representatives with instructions for submitting Split Funding (SF) tickets for existing merchants and requesting cancellations. Following these steps ensures tickets are routed correctly to Back Office and contain all necessary information for processing.

Submitting an SF Ticket for Existing Merchants

Step 1 – Navigate to the Ticket Module

• Log in to CRM and search for the merchant account.
• Ensure the correct merchant profile is open before creating a ticket.

Step 2 – Verify Key Data

• Confirm the merchant's processor is TSYS and their BIN is CBCAL 7524.
• If either is not correct, the merchant is not eligible for Split Funding.

Step 3 – Send the SF Addendum via EDOCUSIGN

• Go to the EDOCUSIGN tab in the merchant’s CRM profile.
• Send the SF addendum to the merchant.
• Once signed, the document will automatically return to the Documents section of the merchant’s CRM profile.

Step 4 – Complete the Ticket Fields

• Set RFC (Reason For Contact) to Bank Changes.
• Select Actual Problem as Split Funding.
• Set Group to NY BO.
• Add a ticket note stating:

• “Merchant request for Split Funding — Addendum has been completed and is available in the Documents section.”

Step 5 – Save and Submit

• Review all fields for accuracy, then submit the ticket.
• Ticket automatically routes to Back Office for SF setup and pricing.

Submitting a Cancellation Ticket (ISO/Sales Rep)

Step 1 – Open a New Ticket

• From the merchant’s CRM profile, click New Ticket.

Step 2 – Complete Cancellation Fields

• Set RFC (Reason For Contact) to Bank Changes.
• Select Actual Problem as Other.
• Set Group to NY BO.
• Add a ticket note stating:

• “Merchant requests cancellation of Split Funding (SF).”

Step 3 – Submit the Ticket

• Click Submit.
• No additional action is needed by the ISO/Sales Rep — Back Office will handle disabling SF and removing the fee.