Service Delivery Group

Transcription

1 Service Delivery Group SETUP The Implementation Team interfaces with processors, vendors, merchants and dealers to obtain all necessary information to ensure an accurate and smooth installation. CONFIGURE The Installation Team provides fast, efficient, problem-free installations with service uniquely specialized to our merchants needs. The Merchant Link Service Delivery Group is comprised of four teams working together to ensure timely, customer-centric service for your payment transactions. Merchant Link has been delivering premier support services to the integrated point-of-sale (POS), property management system (PMS) and electronic payments industries since Working directly with merchants of all sizes, from locally-owned establishments to major national chains, we support more than 150,000 retail, restaurant and lodging locations. The Service Delivery Group assists merchants with issues, regardless of where they occur in the transaction life cycle. Merchant Link s One Call Solves All service philosophy means a customer makes one call to Merchant Link and we will either resolve the problem directly, or coordinate all of the subsequent actions necessary to correct an issue. Because Merchant Link is not a processor or vendor, we are in the unique position of specializing in relationship management. We have forged powerful alliances through the years with all the major processors, card associations and software vendors. These relationships allow us to move mountains in order to configure, coordinate, and resolve issues. Our Teams work together and with your processor, your bank and network provider to provide seamless support leaving you to focus on your business. SOLVE The Technical Support Team provides comprehensive, expert assistance to merchants and dealers for issues related to reporting, authorization and settlement. RECOVER The Financial Resolution Team assists with batch recovery and corrections. From processing credits to a full batch rekey, they save merchants more than $7 million each year in recovered funds.

2 SETUP Implementation The Implementation Team interfaces with processors, vendors, merchants and dealers to obtain all necessary information to ensure an accurate and smooth installation. The Implementation Team is responsible for initiating all new merchant setups and changes to existing accounts. The Team is also responsible for boarding merchants on the Merchant Link Payment Gateway. They generate the work orders, gather and validate the information needed. If there is any information missing from the order or application, the Team is committed to tracking it down quickly so the customer does not experience delays when going live. As part of the process, merchant and terminal IDs are tested to validate they are live and belong to the appropriate site. The Implementation Team s goal is to get merchants up and running as quickly and efficiently as possible, with 100% accuracy. I just wanted to take a little time to let you know that you are doing a fantastic job for us. Your team always pulls through for us and deals very well with our constant needs and emergencies. We know we are needy. I just wanted to let a supervisor know that your staff is doing a great job. John Devenny, Operations Manager, MICROS of Central Florida Verification of Merchant/Terminal IDs to ensure they match the site and are compatible with the POS or PMS. Gateway Configuration to activate merchant for gateway services. Testing, Review and Quality Control to ensure success at the actual time of install. Reseller Notification once set up is complete. AMEX Direct Connection Setup to save money on re-direct fees associated with American Express transactions. Change of Ownership to make the transition as smooth as possible. Conversions and Major Account Rollouts for large chains switching banks, adding gift cards or changing communication modes. Rush Service for orders that need to be expedited. Gift Card ID Testing to ensure successful gift card transactions. Service Order Status Reports to track the implementation and installation process.

3 CONFIGURE Installation The Installation Team provides fast, efficient, problem-free installations with service uniquely specialized to our merchants needs. The Installation Team is responsible for scheduling and completing the payment module installation and configuration on point-of-sale and property management systems for new sites. They also handle installation for all change of service orders when a merchant changes processors or needs other account updates. During the installation process, the Team works closely with local dealers and technicians. Depending on the complexity of the configuration, Merchant Link installers may perform the full installation or change of service using remote access software. Test authorizations and settlements are sent and traced in real time. No installation is complete until the merchant s payments are processing correctly. Our goal is to get the installation right the first time. Outstanding, I appreciate your help so very much. We say Good Fish around our parts when people do the extraordinary. You are a Good Fish indeed. Payment Module Configuration to ensure all processor and payment information, merchant IDs and settings are configured. Transaction Testing to ensure transactions are processing over the Merchant Link gateway correctly. Batch Settlement Verification to validate that settlement batches are successfully clearing through the Merchant Link gateway to the acquirer. Conversions and Major Account Rollouts for large chains switching banks, adding gift cards or changing communication modes. Rush Service for orders that need to be expedited. Larry Mills, Implementation Specialist, MICROS N. Central Region

4 SOLVE Technical Support The Technical Support Team provides comprehensive, expert assistance to merchants and dealers for issues related to reporting, authorization and settlement. Call center services are at the core of our comprehensive, one-stop-shop support services. We work hard to simplify the complex world of payment processing and data communications for our merchants and partners by giving them one point of contact. Developed to the highest standards of excellence, the Technical Support call center is comprised of professionally trained analysts that respond to calls 24 hours a day, seven days a week, 365 days a year. Through continuous network monitoring, the Technical Support Team proactively searches for possible issues. Often they resolve a problem and notify the merchant before the merchant discovers the problem themselves. Product support specialists work directly with vendors to test new software versions and patches. They help isolate software bugs and network issues. By determining the root cause of an issue, the Team is able to permanently solve problems, ensuring the merchant does not have to call again with the same issue. Acting as the merchant advocate and hub in the payment infrastructure, we are uniquely positioned to work with all vendors and solutions to solve any service issue, no matter where it occurs. That s why we say One Call Solves All. Round-the-Clock Support, 24 x 7 x 365. End-to-End Troubleshooting to discover the root cause of any issue. Credit Card Number Lookup ( CCLookUp ) to assist when checks are inadvertently closed to the wrong account or tender. BizPortal TM Gateway Reporting Setup including custom reports as requested. One Call Solves All Approach to solving issues afforded through our industry relationships and proactive process. Amazing service once again, keep up the great work! Curtis Bell, Product Specialist, Comprehensive Retail Solutions, Inc.

5 RECOVER Financial Resolution The Financial Resolution Team assists with batch recovery and corrections. From processing credits to a full batch rekey, they save merchants more than $7 million each year in recovered funds. Even the very best services, technology and systems sometimes fail. When they do and transactions are lost, we step in to protect the merchant. Merchant Link s Financial Resolution Team recovers millions of dollars of lost transactions on behalf of our merchants every year. Capitalizing on our extensive relationships with processors and banks, we provide in-depth funds research to quickly rectify funding issues. If a merchant using our gateway has any questions about a batch settlement or deposit status, we research the issue, determine the status of the funds, and make sure the issue gets resolved, regardless of what system may have caused the problem. When possible, the Team resubmits batches electronically so the transactions contain the original authorization codes, helping to prevent chargebacks. If the original electronic batch is unavailable or unrecoverable, the Financial Resolution Team can recreate credit card batches manually for clients, based on secure data that passed through our gateway. This rekey service is a tremendous value-add, especially if batches have been deleted, corrupted, duplicated or lost. For cases involving transactions that are less than 90 days old, we recover the funds in nearly 100% of cases. The Financial Resolution Team provides the merchant with peace of mind by providing answers to troubling questions such as: Where s my batch, is it missing? Have my customers been double-charged for their transactions? Why haven t I been paid for an entire batch? I had a system crash; can you help me rekey the batch from my receipts? Confirmation to verify with the processor, bank and card associations that transactions truly duplicated or failed to settle, and confirm all parties agree. Partial Batch Rekeys to recover funds when only certain transactions within a batch fail or duplicate. Research to determine where the batch or transaction failed in the transaction flow. Full Rekey to resubmit transactions on behalf of merchants. I want to extend my sincere thanks to you and your team for all your help getting the transactions processed manually. We often take this service for granted. Thank for your assistance, advice and support. Tim Durnford, Director, Statler Information Technologies, Cornell University All of these scenarios represent significant financial hardship for any merchant if unresolved. No amount is too small to go uninvestigated.