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Education

trating, and I would like to help. By acknowledging and tempering the frustration, you greatly increase the
Could you explain what hap- odds of retaining the merchant. – whether you're able to resolve the issue or
pened again to insure I under- not. Remember, the way in which you handle the situation literally will make
stand?" Remember, you are try- you money or cost you money.
ing to identify what led to the an-
ger and frustration. The answer Jeff Fortney is senior vice president of business development and partnerships for TouchSuite LLC,
may be short. For example, for a fintech company providing POS systems, payment processing, SEO solutions, working capital
a chargeback the merchant may
say "They took away my money." and marketing services to small and midsize businesses. A long-time payments industry profes-
Don't correct the speaker or at- sional and mentor, Jeff focuses on strengthening and developing corporate partnerships and eval-
tempt at that point to state what uating new business to drive strategic growth. He can be reached at jfortney@touchsuite.com.
happened. Just get the facts.
3. Ask more questions. This is
a delicate point in the process.
You will want more information It’s a War out there!
than the merchant provides, but Time to Band together with the Band of ISO’s
your questions can't seem blunt
or abrupt. Again, acknowledge
your concern, and always ask
this question first, "Have you
talked to anyone else about the
issue?" It's important to know
what, if anything, the merchant
has done already. You don't want
to suggest the individual to do
something already tried. That's
like pouring gasoline on the
frustration fire. For example, if
it's potentially a POS issue, or a
settlement issue you may want to
ask, "Did they have you do any- The Merchant Store Presents the ISO Co-op
thing on your _________?" Lis-
ten to what's been done and ask,
"It sounds like those didn't work. Best Buy Rates in the business!
Is that so?" Listen closely to the
response. Customer Service that is actually a service to the customers!
4. Take ownership of the issue, True Revenue sharing
not blame. This is critical. In
almost every case, you will not Join today for a better Tomorrow!
have caused the problem. You
acknowledged the situation, and The Merchant Store Promise:
you were sympathetic. Do not • 60 - 80% commission
say it's your fault, or even imply • Transaction fees: 4 cents!
it. Tell the merchant what next • $5.00 service fee
steps you are taking to address • Up-front bonus ( does not effect split )
it. Show a sense of urgency. Say, • True revenue sharing!
"Let me research and see what • Wholesale equipment pricing!
can be done to fix this. I can't • Free Terminal and POS placement options!
make any promises except that • And, one-on-one support, when and how you need it!
this is now my most important
task. I will keep you informed on Real partner solutions for Career minded agents!
whether it's fixed, needs more re-
search, or can't be fixed. I will be To setup your custom agent program,
your advocate."
TheMerchantStore Contact us at: 844.898.2884
Minding your business or Visit our website: MerchantCoOp.com
The key in these situations is not
always identifying why it happened.
The key is to move forward, and if LIFETIME RESIDUALS :: UP-FRONT CASH :: WHOLESALE EQUIPMENT
the issue can be fixed, fix it quickly.
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