Merchant Account Activation Process

Purpose

The Merchant Account Activation Process is designed to ensure newly approved merchants begin processing as quickly as possible. This process is managed through Arcum, which provides visibility into approved merchants and helps identify trends and industries that may be prioritized for outreach.

Objective

Contact and activate all newly approved merchants within the first 10 days of approval, ensuring they understand their new processing account and successfully complete their first test transaction.

Activation Workflow

Step 1: Identify Approved Merchants

• Review the queue of newly approved merchant accounts in Arcum.

• Prioritize merchants approved within the last 10 days.

• Utilize Arcum reporting to identify trends or industry segments that may warrant prioritized outreach.

Step 2: Merchant Outreach

Attempt to contact the merchant using the following cadence:

• Attempt 1: Phone call

• Attempt 2: Phone call

• Attempt 3: Phone call

• Final Attempt: Follow-up email

After each outreach attempt:

• Document the date, time, and outcome in Arcum.

• Include detailed notes regarding conversations, voicemails, emails sent, or any requested follow-up.

Maintaining accurate account notes ensures visibility across teams and provides a complete history of merchant communication.

Step 3: Educate the Merchant

Once contact is established:

• Introduce yourself and explain the purpose of the call.

• Inform the merchant that their new processing account has been approved and is ready for use.

• Review how they will process payments using their terminal, software, or payment solution.

• Answer any questions regarding their processing account or equipment.

Step 4: Complete a Test Transaction

A successful test transaction is a required step in the activation process.

The test transaction confirms:

• The merchant understands their relationship with us.

• The merchant knows how to process transactions using their terminal or software.

• The processing account is functioning properly and ready for live business.

If the merchant experiences any issues during testing, provide assistance or coordinate with the appropriate support team before moving forward.

Step 5: Update Activation Status

After:

• Successful contact with the merchant,

• Completion of the required education,

• Successful test transaction,

Update the merchant's status in Arcum from Approved to Activated.

Ensure all outreach attempts, conversations, and activation details have been documented before closing the activation.

Success Metrics

• Initial outreach begins within the first 10 days of merchant approval.

• Up to three phone call attempts are completed before sending the final email.

• Every activated merchant successfully completes a test transaction.

• All communication and activation activity is documented in Arcum.

• Merchant status is updated to Activated immediately after all activation requirements have been completed.