Internal Workflow – Split Funding (SF) Cancellation Process

Purpose
This procedure outlines the steps the internal Customer Care team takes when a cancellation request for Split Funding (SF) is submitted by an ISO or sales rep. It ensures SF is disabled, associated fees are removed, and all actions are documented in CRM. 

Step 1: Review Cancellation Ticket

• Open the submitted cancellation ticket in CRM.

• Verify the merchant account is active and currently enabled for SF.

Step 2: Disable SF

• Customer Care disables SF on the merchant account.

• Confirm all SF settings and bank configurations are properly removed.

Step 3: Fee Removal and Documentation

Back Office Pricing Update:

• Review the ticket and remove the SF monthly fee in CRM.

• Ensure the fee removed matches the pricing listed in the executed SF Addendum.

• Add notes in CRM confirming that SF has been disabled and the fee removed.

Step 4: Follow-Up / Audit

• Verify SF is disabled and the fee removal was successfully applied in CRM.

• Ensure the ticket reflects the completed workflow.

• Escalate any discrepancies to Customer Care management immediately.

Notes:

• Only take action on SF cancellation tickets after submission by ISO or sales rep.

• Ensure all steps are documented as notes in the merchant’s CRM account.