When a merchant requests to change or remove the signer on their account, use the following process to assist them. Follow each step carefully to ensure all required documents are provided and the request is escalated accurately for review.
- Initial Engagement with the Merchant
- Start by greeting the merchant, and verify that the contact information, email, and phone number are updated in the chat.
- Determine Merchant Type and Required Documentation
- Ask the merchant if their account is a government or non-government entity to provide accurate instructions for submitting the Change of Signer form.
- Government Customers – Required Documents
For government entities, confirm the merchant understands that additional documentation is required beyond the standard form. They will need to submit:- Signatory's Note: A letter on official letterhead specifying the change in duties, effective date, and names of individuals to be removed. This letter must be signed by an official whose name and title are verifiable on the government website.
- Meeting Minutes: A document from a public meeting (usually on the county website) that discusses or approves the signer change. If the Forte account is referenced, this information should be highlighted.
- Certification: A certificate, if available, for the departing or new official.
- Non-Government Customers – Signer Change Form Only
For non-government entities, inform the merchant that only the Signer Contact Change Form is required, and remind them that other types of account modifications may need additional steps.
- Submission Process and Confirmation
- Share the relevant Formstack Linkfor online submission based on merchant type:
- Government Customers: Government Signer/Primary Contact Change Form
- Share the relevant Formstack Linkfor online submission based on merchant type:
- Non-Government Customers: use the following canned response to gather initial information, Canned Response, Short Code (SCC)
Perfect, {{user.firstName}}. To change or remove the signers on your account, please refer to the following Signer Contact Change Form to submit your request. Confirmation of this request will be sent via email to the authorized individual on the account. |
- Explain that submission of the form is a request, not a guarantee of approval, and that they will receive confirmation through Freshdesk once the request is processed.
- Documentation and Closing
- After providing guidance and confirming the necessary information, document the merchant’s details, offer further assistance and close the chat.