Purpose
This procedure outlines how to submit a seasonal deactivation (seasonal hold) request for a merchant account processing on TSYS.
ⓘNote: In TSYS, seasonal hold months do not need to be consecutive. Confirm the specific hold months with the merchant before submitting the ticket.
1
Access the Merchant's Tickets
- Open the merchant record in the Suede CRM.
- Click More to expand the menu options.
- Right-click Tickets and select Open link in new tab.
- Switch to the Tickets tab in your browser.
- On the merchant profile, go to the Summary tab to confirm you have the correct account.
2
Configure the Ticket
- Click Tickets to start a new ticket.
- Select Merchant Problem as the reason.
- Select SEASON HOLD as the specific problem.
- Route the ticket to NY TECH.
- Confirm that NY BO is also selected.
3
Add Details and Submit
- In the Most Recent Comment field, enter the seasonal hold request details, including:
- Specific hold months
- Any relevant merchant notes
- Copy the completed details.
- Paste the details into the ticket as needed.
- Click Save to create the ticket.
- Open the newly created ticket by clicking the Ticket ID link.
- Paste the notes into the CRM comment field.
- Click Post to attach the ticket reference to the merchant record.
4
Update the Case
- Return to the FreshDesk ticket.
- Update the Summary section with the applicable notes.
- Update the case status based on the current workflow.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article