Customer Support
| |||
Request | Department | Contact | Dept SLA |
Request to delete or resubmit transactions |
Customer Service |
|
24 hours |
Merchant funding/payment issues | |||
Re-pop batches (ACH only) | |||
Delayed processing/reporting inquiries | |||
Email and password reset | |||
Merchant billing inquiries (invoices, refunds, statement questions) |
Customer Service |
|
1 -2 Business Days |
Merchant Account Closure | |||
Merchant PCI inquiries | |||
Merchant reconciliation questions | |||
Merchant Forte system questions (Dex, VT) | |||
Merchant returned billing | |||
Merchant application status | |||
Merchant returned transactions or reconciliation inquiries | |||
Merchant Address/phone/email/contact change | 2 -3 Business Days | ||
Report issues (auto daily, CFO) | Partner support | Same day if received by 4pm CT | |
Vantiv funding issues | |||
New application questions | 24 hours | ||
Questions regarding Forte notification | |||
ISO questions/inquiries -post application approval | 1-2 business days | ||
Questions regarding new business opportunities | |||
Questions - Adding services to existing account – ACH, CC Forte verify etc. | |||
Less day hold/faster funding questions | |||
General Commission/Billing questions | |||
Forte systems training/questions | |||
Data export | 2 – 3 business days | ||
Buy rate review requests | |||
Application decline appeal existing merchants | 72 hours | ||
Requested changes to partner agreement | 4-5 business days | ||
Requested changes to MSA | |||
Billing inquiries – auto bill, chargeback debits/credits, commissions, refunds | |||
ISO buy rate -inquiries /changes | 10-14 business days | ||
Manual Bill inquiries | |||
Pricing adjustments/inquiries | |||
Funding issues/corrections | |||
Delete invoice due to error | |||
Special (one-off) requests | Based on complexity | ||
Feature requests/enhancements |
FTP issues | Integration/Tech Support | Same day if received by 4pm CT | |
Incident (product or service down, FTP batches)
| |||
Edit client’s schedules for Forte Checkout | 24 hours | ||
Processing credential support | |||
Rejected Batch
| |||
Equipment issues
| 1-2 business days | ||
Implementing code questions
| |||
Integration questions
| |||
Service related issues (bill pay files changes and issues)
| |||
WebServices (REST, Soap, AGI)
| |||
Token/client transfers
| 2-3 business days |
Credit Dept. | |||
Request | Department | Contact | Dept SLA |
Over transaction limit notification | Account changes | Same day | |
DBA name change | 2-3 business days | ||
Bank account change | |||
Limit increase | |||
Hold day change | |||
New application submissions | New Accounts | 24 hours | |
New application follow-up | Underwriting | 3-4 business days | |
Decline appeal -new merchants | 14 business days | ||
Gateway setup issues | Enrollment | Same day
| |
MCC code updates | |||
Resend approval info/welcome letters | |||
Descriptor updates | 24 hours | ||
Reactivating closed accounts | 1-2 business days | ||
Compliance | |||
Request | Department | Contact | Dept SLA |
Partner PCI Question
| Compliance | 1-2 business days | |
Due diligence requests | |||
Merchant/Partner inquiries related to industry/state rules and regs vs. Forte T&C's
| 5-7 business days | ||
Equipment | ||
Request | Department | Contact |
Hardware orders | Orders | |
Receipt paper orders | ||
For escalations related to Customer Support or Technical Support please email CS-leadership@forte.net
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