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      Account Closure Process

      TSYS | PRIORITY PAYMENT SYSTEMS (PPS)

      SOP: CREATE A TICKET

      VIDEO: ACCOUNT CLOSURE PROCESS

      The merchant can call in and request closure or submit via email. The merchant has to speak with sales first then sales will advise you to submit a close request. Open a task for sales  to review the account and contact the merchant. Sales will advise if you need to close the account. If so, you will need to fill out  the closure request  form (With Merchant’s information) and then send it to the Merchant (via email).

      The Merchant then has to sign the form for signature verification so you can submit a case to close the account. Once you receive the signed document back, open a case and a ticket for closure request.  Normally, it takes 2-3 days to complete through a case submission in MX Connect.

      STEPS:

      If the request comes, the Service team via email or phone, submit a task for Sales to reach out to the merchant to try to save the account. Sales will let you know via task how to proceed with the closure request.

      1. Fill out the Closure Request Form.
      2. Choose the appropriate reason for the closure of the account on the form (info is given to you from sales).
      3. Once you have completed the form, send to the merchant via email and request signature at the bottom. 
      4. Once you receive the signed form back, open a case in MX Connect in merchant’s account.
      5. Click on Cases to add a new case.
      6. Choose Priority Payments  in the filter drop-down for categories to appear.
      7. Then look for Account Closure for the account is for TSYS or Firstdata.
      8. Places note in the issue summary section of the action you need:
        Please close the account at Merchant’s request. I have included the attached signed closure request form from the Merchant.
      9. Attach the signed account closure form.
      10. Click Save at the bottom of the screen.
      11. Now the case is open for Account Closure  Request.
      12. When the closure request is complete, RM will notify you via email. 
        (You may need to verify account closed in MX Connect then move case to close status)
      13. Now, move the case to closed status in MX Connect if not already done.
      14. Send an email to the merchant advising of the closure request being completed.