1. Overview
Deployment refers to setting up and activating payment terminals for merchants to process transactions securely and efficiently. This SOP defines the ticket lifecycle, shipping logic, invoicing rules, and follow-up cadence used to take a deployment request from open ticket to closure.
2. Ticket Workflow
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 equipment record and generate invoice. 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 processes over $30 and ISO confirms | Close the ticket. If not processed, keep the ticket open — do not close until the $30 threshold and ISO confirmation are both met |
3. Terminal Provisioning (If any special request on changing parameter)
Performed once a ticket reaches Ready to Deploy:
- Select terminal model based on merchant use case (per onboarding notes).
- Configure terminal profile in the corresponding Portal
- Tip/surcharge/tax settings
- Receipt template (merchant name, logo, footer text)
- Currency and language settings
4. Invoice Conditions
- Create invoice under the Merchant or ISO, as specified in the ticket.
- India: add equipment charges & deployment fee.
- NY: add shipping & misc charges.
5. Shipping Conditions
Case | Condition | Process |
Case 1 – Ship to Specified Address | Standard shipment | Ship to merchant or ISO address as noted in the ticket |
Case 2 – Office Pickup | Merchant/ISO will collect in person | No shipment created. Email support@gosuede.com or techpos@gosuede.com with request details. Manually update Deployment Tracking and Terminal Received status |
Case 3 – Overnight / Rush | Expedited request | Create overnight shipment; apply expedited shipping charges |
6. Testing & Validation
Before marking deployment complete, the following must be executed and logged:
- Connectivity test (terminal ↔ processor/gateway)
- Test sale transaction
- Test refund/void transaction
- Batch settlement test — confirm funds route to correct merchant bank account
- Receipt print/format check (if applicable)
- Integration test with POS/ERP system (if applicable)
7. Follow-Up Process
Standard cadence (default for all offices):
- Contact merchant/ISO by phone after terminal receipt.
- If no response, send up to 3 follow-up emails.
- After the final attempt, close the ticket if no response is received.
8. Special Condition – Online Sales Office
- India team does not handle Online Sales Office tickets for the first 3 days
- On Day 4, India team requests permission to proceed.
- For Online Sales Office tickets specifically: send up to 6 follow-ups before closure (instead of the standard 3).
- All other offices continue to follow the standard 3-follow-up rule.
9. Closure Criteria Summary
A ticket may only move to Closed when:
- Merchant has processed over $30, and
- ISO has confirmed, or
- Follow-up attempts have been exhausted (3 standard / 6 for Online Sales Office) with no response, and the ISO is not on the restricted list requiring special handling
10. Restricted Offices
- Certain ISOs are flagged as restricted — do not send emails to these without review.
- Check the current restricted list before sending any follow-up communication.
Do NOT Send Emails To:
- CAPRI PAYMENTS (4973)
- ARGYLE PAYMENTS (5328)
- REUVEN – GOAT PAYMENTS (5045)
- SHAYNE FORRESTER (5095)
- MARIANO (0997) – We the People Processing
- BRYAN BASS (6690)
- JONATHAN COLE (6903)
- PAY BY CARD (6266)
- CHRIS VON (6936)
- HENRY TRAN (6695)
- JOSH RUSSELL (5136)
- APOORV JOSHI (6293)
- PLUSHPAY (6390)
- ALGERNON LAM (6116)
Instead, Send Follow-Ups To:
- jeremyc@merchantindustry.net -Jeremy Colle
- jennie.tufano@merchantindustry.net -Jennie Tufano
- glenn.mondry@merchantindustry.net -Glenn Mondry (For Mariano – 0997)
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