Temporary Faster Funding for Chat Agents

When assisting a merchant requesting temporary expedited funding, please follow the outlined steps to ensure all required information is gathered accurately and the request is processed efficiently.

1. Initial Engagement with the Merchant

 

Temporary Faster Funding Form

2. Confirm Transaction Submission
   • Ensure the merchant understands that all transactions must be submitted for processing before the temporary faster funding request form is submitted.
3. Determine the Form Submission Method
   • Confirm if the merchant will submit the request using the following canned response, Short Code (TFF)

Of course, {{user.firstName}}, I can help you with your temporary funding request. Linked below your will find the temporary funding request form. Please fill this out completely. Temporary Faster Funding Form Please note: There is a related fee of $35 for requesting one-time expedited funding.

If the customer is reluctant offer another method for the Physical Form Submission via Email

Process for Physical Form Submission via Email

1. Instruct the Merchant to Email the Form:
   • Ask the merchant to use the following subject line for their email: "!! Temp Faster Funding MID [MID Number]"
   • Ensure they include:
     • The filled-out Temporary Faster Funding Form, signed to agree to the $35 fee.
     • Email submission to customerservice@forte.net with Debbie.Landrum@csgi.com in cc. It’s best practice to ask them to cc you as well, allowing you to monitor the request.
2. Customer Service Action:
   • Once received, document the transaction IDs in the FD ticket or a Word document.
   • Separate transaction IDs by commas without spaces.
   • Assign the ticket to the Account Changes Group for processing.

Process for Formstack Form Submission (Online)

1. Formstack Submission Routing:
   • Inform the merchant that submitting the Formstack form will automatically route their request to customerservice@forte.net and cc Debbie.Landrum@csgi.com.
2. Customer Service Action:
   • Upon receipt, add a private note in the FD ticket or document listing the transaction IDs, separated by commas.
   • Assign the ticket to the Account Changes Group.

Ticket Management and Urgency

1. Ticket Priority:
   • Tickets should be marked as Urgent by automation. If the ticket isn't marked as Urgent, manually set the priority to Urgent.

2. Expedited Status Updates:
   • If no updates are available through Freshdesk activity or Webtools notes, update the ticket status to Urgent.
   • Expected Response Time: If a response is not received within 4 hours, escalate the issue to Stephanie Shaw and Jim Walker.
   • If still unresolved, escalate to cs-leadership@forte.net.

Important Notes

• Temporary vs. Permanent Funding:
  • Remind the merchant that this request does not alter their permanent funding hold days. They must complete the permanent Faster Funding form if they desire a permanent faster funding set up.