Account Management

Account Management

Refresher

Agenda

• Permanent Deactivations/Reactivations

• Banking Information Updates

• Change of Ownership

Permanent Deactivations

• Listen to the Mx to understand what the issue is.

• Acknowledge the issue.

• Fix the issue by asking/identifying why the Mx is requesting deactivation. Our goal is to help the Mx and prevent them from leaving our platform.

  
  

MX | Account Management | Permanent Deactivation Request [Tier 3]

Step 1. Verification.

Poll

If you can't verify the Merchant, you still need to pause the store.

• True

• False

MX | Account Management | Permanent Deactivation Request [Tier 3]

Step 2. Process

Multiple Select

Ctrl+F " Deactivation Troubleshooting Guide"

What are the Merchant's issues that can't be resolved and need a Permanent Deactivation?

• Out of Business

• Tablet/Technical Issues

• Commission Negotiation

• Payments

  Missing Deposit

• Persistent/Upset Mx

REMEBER to check order protocol in case the Merchant has a DoorDash tablet and needs to return it.

MX | Account Settings | Reactivation Request [Tier 3]

• Listen to the Mx to understand what the issue is.

• Acknowledge the issue.

• Fix the issue by first identifying if the Mx is asking to be reactivated or the Mx is new (hasn't been activated or set live) and needs to be transferred to the New Partners (Activation Requests) queue. 

MX | Account Settings | Reactivation Request [Tier 3]

Step 1. Verification

Poll

If the Merchant was auto-temporary deactivated by DoorDash, you don't need to verify the Merchant

• True

• False

MX | Account Settings | Reactivation Request [Tier 3]

Step 2. Reactivation Request

Multiple Select

You would not reactivate a Merchant if...

• Merchant deactivated by Fraud Team

• The Merchant is in a non-active region

• Merchant deactivated due to being a non-Partner

• All of the above

MX | Account Settings | Reactivation Request [Tier 3]

Step 3. Fraud Reactivation Request 

Poll

If the Marketplace Onboarding case is blocked, you can reopen it

• True

• False

MX | Banking & Payments | Request to Update Bank Account [Tier 3]

•  Purpose: To provide Teammates with knowledge on the proper times to update the bank account on behalf of the Merchant is.

MX | Banking & Payments | Request to Update Bank Account [Tier 3]

Step 1. Identify

Poll

If the current bank information belongs to an old owner you can update the information anyway

• True

• False

Multiple Choice

Where do you have to request the unlock of a Business ID for banking information update?

• @mxleaders

• @mxsupport

• @phoneafriend

• @mexicotrainershelpmeplease

MX | Account Management | Change of Ownership [Tier 3]

• When there is a change of ownership for a Merchant, a new store must be created to avoid legal issues with Partnership Agreements and Sales Data (Stripe Account ID and Merchant Portal).

   

MX | Account Management | Change of Ownership [Tier 3]

Step 1. Verification

Multiple Select

Aside from the SS4, what other documents are accepted to verify the Merchant?

• Form 147C

• Driver's license

• Form 1040 with Schedule C

• IRS screenshot

• Form 1065

MX | Account Management | Change of Ownership [Tier 3]

Probing questions

MX | Account Management | Change of Ownership [Tier 3]

COO Request

REMEMBER to Escalate the COO with the Account Owner.

MX | Account Management | Account Owner Response Required [Tier 3]

Questions?