Clover

Modified on Mon, Jul 27 at 9:06 AM

1. Overview

Clover refers to the process of setting up, activating, and delivering Clover POS devices for merchants. This SOP outlines the complete deployment workflow, including verification, account setup, device configuration, testing, and follow-up activities used to take a deployment request from an open ticket to closure.

2. Ticket Status: TO-DO

Stage	Trigger / Entry Condition	Actions Required
Open → In Progress	Work begins on the ticket	Change status immediately; ticket must be picked up within 24 hours
In Progress → Waiting for Response	ISO/merchant confirmation is required before proceeding	Make 3 call attempts; if no response, send email and document notes on the ticket
In Progress/Waiting for Response → Ready to Deploy	Required information/confirmation received (or not needed at all)	Create Clover ID and change the status *In Progress → Ready to Deploy*
Ready to Deploy → Waiting on Merchant	Equipment and invoice have been created	Add shipment fee and equipment charges; complete the shipment process
Waiting on Merchant → Closed	Merchant must process a transaction over $30 and complete the batch.	Close the ticket. If not processed, keep the ticket open — do not close until the $30 threshold and ISO confirmation are both met

3. Ticket Handling Process (Step-by-Step workflow):

Step 1: Ticket & Pre-Deployment Verification

a. Confirm ISO approval and Clover Addendum status.
b. Confirm merchant account (FDR only – Not TSYS).

Step 2: Equipment & Account Setup (INDIA& NY)

a. Obtain the Clover Addendum with proper merchant signature.

b. Submit TransArmor using FDR Client 360 (To enable TransArmor it may take 12-48hours)

c. After TransArmor enable generate Clover ID using FDPOS.
d. Prepare invoice and shipment.
e. Provide tracking numbers to the ISO.

Step 3. Merchant Configuration (NY)

a. Assist the merchant in activating the Clover Dashboard using the activation link.

b. Activate the device using the activation code.
c. Configure business details and tax settings.

d. Enable payment methods (Credit / Debit / Mobile / Gift Cards).

e. Apply 4% surcharge (if dual pricing account).

f. Install required apps from the Clover App Market.

g. Upload or configure Clover menu (if provided).

Step 4. Testing & Validation (NY)

a. Perform test transactions.

b. Verify receipt printing and refund process.
c. Confirm device connectivity (Wi-Fi / Ethernet).

Step 5. Merchant Communication & Follow-Up (INDIA & NY)

a. Confirm device delivery status.

b. Call merchant for setup assistance (Reprogram Call #1). Provide training and basic
troubleshooting guidance.

c. Follow up (Call #2 & #3).

Step 6. Closure & Documentation

a. Update ticket process fields as 'Done'.

b. Confirm deployment completion.

c. Ensure all required fields are properly documented.

Important Notes:

Clover devices are deployed only for FDR merchants.
ISO confirmation is mandatory before deployment.
TransArmor must be enabled before proceeding with any Reprovision or Deployment request.

Email process for addendum:

If the Clover Addendum is not included in the provided documents, send an email to the ISO requesting the signed Clover Addendum.

Subject: [MID&DBA]

Recipients: To --> [ISO email address], CC--> [India tech, Dharshini, Sowmiya, Oladipo]

Body:

Hi,

We have received a Clover request for the above-mentioned merchant. Please confirm the Clover equipment for the above-mentioned merchant and provide the Clover addendum at your earliest convenience.