What can we help you with?


000001062


619

02/02/2022 16:47 PM

8.1

 

Answer

 

 

What are Support Cases?

Support Cases is a secure service for creating and tracking support-related requests. Instead of sending and receiving regular emails, you can now create a Support Case from the Support Center. Using Support Cases provides a more streamlined and efficient way of handling and reviewing all your support requests. It also allows for automatic user authentication using your Merchant Interface credentials to login and Customer Support can quickly identify you based on your login credentials.

How do I access Support Cases?

You can access Support Cases in two ways:
  1. Directly via the Support Center
    • Click Sign In at the top right.
    • Sign in using your Merchant Interface credentials.
    • Once signed in successfully you will automatically be taken back to the Support Centers authenticated view.
    • You will then see the option for Support Cases at the top which allow you to create new or view Support Cases. 
    • Additionally, you will continue to have access to the Knowledgebase Articles.
  2. If you are already logged into the Merchant Interface, follow the directions below:
    • Click Contact Us at the top.
    • Then click Support Cases under Create and Manage Support Cases on the next window.
    • You will then be taken back to the Support Centers authenticated view.
    • You will then see the option for Support Cases at the top which allow you to create new or view Support Cases. 
    • Additionally, you will continue to have access to the Knowledgebase Articles.

Which account users can use or access Support Cases? Which account users can see all Support Cases on my account?

All Merchant Interface account users can access and use Support Cases. However, only Account Owners and Account Administrators can review all Support Cases for your account. Transaction Managers and Account Analysts will only be able to see Support Cases they have opened.

How do I create a new Support Case?

  1. Access and log into the Support Center directly or thru the Merchant Interface.
  2. Click Support Cases at the top of the Support Center.
  3. Under Create A Case click on the Support Case type needed.
  4. Complete the required fields for the Support Case type.
  5. When entering the Subject and Description, Article suggestions will display on the right hand side.
    • If files or screenshots need to be attached this can be done after the case is submitted.
    • If additional files need to be submitted, ensure they are not under the same file name as the current ones in your Support Case.
  6. Click Submit to complete creating your Support Case.
  7. You will next see your submitted Support Case and can then add any needed attachment.
  8. Additionally, further comments/updates may also be added.
Once Customer Support has responded to your request, you will see a red indicator at the top of the Support Center when you are logged in. Additionally, you will also receive an email notification when your Support Case has been updated.

How do I review the status of a Support Case? How do I update my Support Case?  

 

  1. Access and log into the Support Center directly or thru the Merchant Interface.
  2. Click Support Cases at the top of the Support Center.
  3. Under View Cases click Existing Cases.
  4. You will then see the cases your id/account has submitted. Clicking on the case # will open the Support Case and its details.
    • If you are an Account Owner or Account Administrator, click All Cases you will now see all Support Cases submitted under your account.
  5. You can then review the responses provided and add additional information or attachments as needed when responding back.

I have more information to provide on a Support Case. How do I get that information to Customer Support?

If you have additional information to provide on an open case, rather than open a new Support Case, you should update your existing Support Case to include the additional information and attachments as needed. This way, all relevant information will be in one Support Case and Customer Support will not have to find and update multiple Support Cases in order to respond to your request.

I'm checking on the status of a Support Case. What are the possible statuses and what do they mean?

The possible Support Case statuses and what they mean to you are listed below:

  • New – We have received your request and will respond shortly.
  • Solution Provided – Customer Support has provided a response to your request. Please review the Support Case and update it if further help is needed.
  • Updated by Support – Customer Support needs to research the issue further. Please review the Support Case for further details.
  • Updated by Customer – We have received your updated request and will respond shortly.
  • Closed by Customer – You closed your request. Customer Support will not investigate and there will be no additional follow-up.
  • System Closed – The request was closed by the service. Customer Support will not receive any further information on the issue.
  • Closed by Support – The request was closed by Customer Support and no further investigation or follow-up is required.


Was this article helpful?


Articles Recommended for You