Account Closure Request — First Steps

1. In FreshDesk (Helpdesk: Suede), open the account closure case.
2. Assign the case to yourself if it is not already assigned.

1. Open the merchant account in the CRM and copy the MID immediately.
2. Confirm the following account details:
   • Account status
   • Owner name
   • Assigned agent
   • Tax ID
   • Last transaction date
3. Open Residual in a new tab to confirm account ownership:
   • Agent-owned: Agent's split is 51% or greater.
   • Company-owned: Agent's split is below 51%.
4. If the account is agent-owned, use Agent Search to confirm the agent's current affiliation.
5. Check the Agent Exception List in the Retention shared folder.

1. In the CRM, select More.
2. Open Documents in a new tab.
3. Review the contract date and any applicable Early Termination Fee (ETF) terms.

1. Copy the merchant's business email address from the CRM.
2. In FreshDesk, address the case to the merchant.
3. Insert the Merchant — Closure Request Acknowledgment canned response.
4. Move the canned response's subject text into the Subject field.
5. Personalize the greeting with the merchant's first name.
6. Enter the MID in the required MID field.
7. Change the case status to Pending.
8. Select Send another to prepare the next two emails in the same workflow.
9. Click Send.

1. Address the email to tech@gosuede.com.
2. CC clientrelations@gosuede.com.
3. Insert the Equipment & Ownership Inquiry canned response.
4. Move the canned response's subject text into the Subject field.
5. CC the standard equipment-inquiry distribution list, if applicable.
6. Enter the MID in the required field.
7. Click Send.

1. Use Agent Search to locate the agent's email address.
2. Insert the Agent / ISO — Retention Request due to Account Closure canned response.
3. Move the following subject into the Subject field:
   • MID – DBA – Account Closure Request | Retention Needed
4. Enter the merchant's MID and DBA in the description.
5. Click Send.

1. The merchant, Tech Support, and agent emails generate separate FreshDesk cases.
2. Go to Unsolved.
3. Locate the three related cases.
4. Merge them into the original account closure case.
5. Go to Summary on the case.
6. Copy the contract details and ETF information into the case for reference.

1. Allow 24 business hours for the agent to respond.
2. Wait for the Tech team to confirm equipment ownership and disposition before contacting the merchant.

Once equipment disposition has been confirmed and the agent has responded, or the response window has passed:

1. Contact the merchant by phone to make a final retention attempt or proceed with the closure.
2. On the merchant account, select More → Tickets → Add Ticket.
3. Select Close MID as the ticket type in both required dropdown fields.
4. Route the ticket to the appropriate Back Office team (e.g., regional Tech/BO queue).
5. In the ticket, document:
   • Closure reason
   • ETF amount — enter 0 if there is no ETF.
6. Copy the closure note into the ticket's Description field. Required
7. Click Save.
8. Return to Summary and post the same closure note as a comment on the CRM account.
9. If equipment needs to be returned, submit an additional CRM ticket for the equipment return.