MID Closure Ticket Review Process

1. In the CRM, navigate to Tickets.
2. Open the RPT report to access the Close MID ticket list.

For each new closure ticket on the Close MID list, add the merchant to the Closed MID Calls spreadsheet and gather the required information from the CRM.

1. Copy the merchant's DBA name from the ticket and enter it into the spreadsheet.
2. Return to Tickets, locate the MID, and enter it into the spreadsheet.
3. Open the merchant account and go to Residual to identify the account owner (assigned agent). Enter the owner in the spreadsheet.
4. Go to Summary and locate the last transaction date. Enter the date into the spreadsheet.
5. Enter the required number of contact attempts based on the current contact policy.
6. From the merchant account, select More to review the contract date, ETF, and applicable terms.
7. Open the Documents tab to review the signed contract and document any applicable ETF amount in the spreadsheet.

1. From the Summary tab, locate the merchant's phone number.
2. Copy the phone number.
3. Open 3CX and paste the phone number to place the call.
4. Speak with the merchant to confirm the reason for the account closure.

After speaking with the merchant, or after a failed contact attempt, document the outcome in the required systems.

1. Spreadsheet: Enter the call notes and outcome in the Closed MID Calls spreadsheet.
2. CRM: Document the call outcome and relevant details in the closure ticket.
3. Review the ticket to ensure all required information has been documented.
4. Complete the appropriate ticket closure steps based on the outcome of the call and current closure procedures.