Repro

Scope:

      Repro RFC focuses on reprogramming existing payment devices to ensure continued payment processing after configuration updates or security-related changes. It includes coordinating with merchants, ISOs, and internal teams, generating provisioning files, monitoring terminal activation, and completing the reprovisioning process through successful transaction validation and ticket closure. 

Ticket Handling Process (Step-by-Step Workflow)

Step 1: Ticket Review 

• Open the Repro RFC. 
• Review and verify the ticket details. 

Step 2: Begin Processing 

• Change the ticket status from Open to In Progress.
  
• This indicates that the ticket is actively being worked on and helps ensure completion within the required SLA (24 hours).

Step 3: Request Required Information (If Applicable) 

If confirmation or additional information is required from the ISO or merchant: 

• Update the ticket status to Waiting for Response.
• Attempt to contact the ISO via phone.
• If there is no response after three call attempts, send an email requesting the required information.
• Document all call attempts and email communications in the ticket.

        Step 4: Equipment Creation

         After receiving the required information:    

•  Create the equipment. 
• Generate the required VAR file and EPI ID. 
• Since the equipment already exists with the ISO, shipping and invoice creation are not required. 

If no confirmation is needed from the merchant or ISO, move the ticket directly from:

In Progress → Download Needed

Step 5: Download Needed

Update the ticket status to Download Needed after equipment creation.

The ticket remains in this status until the merchant completes the download on the provisioned equipment.

Step 6: Waiting on Merchant 

After the merchant completes the download: 

• Update the ticket status to Waiting on Merchant. 
• Verify that the download has completed successfully. 

        Step 7: Ticket Closure 

              Close the ticket only after: 

• Merchant has successfully processed more than $30 in transactions. 
• Confirmation has been received from the ISO. 

              If either requirement is pending, keep the ticket open until completion. 

Outreach and Follow-up Process

Ticket Update Process

Document every communication in the Ticket Comments and To Do section.

Update the following fields as applicable: 

• Status
• Group
• Owner
• Reason for Call
• Actual Problem
• Category

           1. Waiting for Response 

          To Do

• Called ISO #1
• Called ISO #2
• Called ISO #3
• Email sent requesting required information

         Most Recent Comment 

• Contacted the ISO regarding the required information on [Date].
• No response received after three call attempts.
• Email sent requesting confirmation.

            2. Download Needed

To Do

• Equipment created
• VAR file generated
• EPI ID created

Most Recent Comment

• Equipment has been created and is ready for download.
• Waiting for the merchant to complete the download process.

            3. Waiting on Merchant

To Do

• Download completed
• Waiting for merchant transaction confirmation

Most Recent Comment

• Merchant completed the download successfully.
• Awaiting transaction confirmation before closing the ticket.

            4. Ticket Closure Process

4.1 Successful Reprovision

• Merchant successfully completed the download and processed transactions exceeding $30. Confirmation has been received from the ISO. Closing the ticket on [Date]. 

 or

4.2 No Response After Follow-ups

• Due to no response after three call attempts and follow-up emails, this ticket is being closed on [Date].