Merchant Closure Procedures for Chat Agents

General Rules for All Closures

1. Capture Closure Reason: Always document the reason for closure in all inquiries (calls or emails) and ensure tickets are tagged correctly for tracking. Avoid selecting “Other” or “ISO Requested” as the reason.
2. Confirm Churn Mitigation: Before finalizing a closure, ensure the Churn Mitigation Process has been followed.
3. Survey Eligibility: Determine if the merchant qualifies for the Merchant Closure Survey:
   • If eligible, send the "Closure Completed – Merchant Survey" response from Freshdesk.
   • If not eligible, send the standard closure response.
4. Closure Response: Confirm closure in Freshdesk using the appropriate canned response, considering factors like billing type and survey eligibility.

Use Canned Response, Short code (CRSN)

We are sad to see you go {{user.firstName}}, but I will try to make this transition as easy as possible for you in regards to closing your account with us. I have linked our Account Closure Request Form. Please ensure that the form is signed by the signer on the account, (_______). Once the form is submitted, it will route to our Customer Service team to be reviewed and worked.

 

Continue the process in the backend following this article:
Merchant Closure Procedures : Support Services