MAMS: Hold/Active Status Change Procedure
WHEN AN ACCOUNT GETS PLACED ON FINANCE HOLD:
Finance will send a Finance Hold notification email. Once you receive the notification:
- Email your merchant using the appropriate template below (BEFORE YOU SEND THE EMAIL, REVIEW ESP NOTES & WAIT 24 HRS IF NECESSARY- SEE NOTES BELOW)
- If you’re account is TLS OO, please see additional instructions/email templates in red below
- Go into the TLS-Customer Service account in Emma and update the merchant’s email subscription from Active to Finance Hold
BEFORE YOU SEND THE EMAIL:
1. REVIEW ESP NOTES: Please go into ESP and review the notes for the account. This will give you details regarding the events leading up to the hold so you have a better idea of what exactly the hold is for and how best to handle the merchant.
2. WAIT IF NECCESARY: Feel free to wait a day or so to send your hold notice. It is always possible that holds can resolve themselves within 24 hours. Sometimes merchants are quick to respond to Finance, or rep’s will jump in right away, etc. However, if you can see a merchant has been unresponsive to Finance’s attempts, please go ahead and send your notice right away.
FINANCE HOLD TEMPLATE FOR MERCHANT (FOR PAYMENT ISSUES):
Subject – URGENT: Response Needed to Keep Your Program Active (Business Name Acct#)
TO: Merchant
CC: Finance, Rep, Emily McCardell, TLS Milestones (Note in Appflow)
This email is to notify you that your TLS program has been placed on Finance Hold. To resolve this hold, please contact our Finance Department as soon as possible using one of the options below. If you have a TLS Mobile App, your App will be removed from stores and inaccessible for new downloads until resolved. If you have an email program, email sends will be suspended. If you have a TLS Website or TLS Online Ordering, your platforms will be paused and inaccessible until resolved.
Email:[email protected]
Secure Payment Center: (866) 509-0021
Thank you for your prompt attention to this matter.
FINANCE HOLD TEMPLATE FOR MERCHANT (FOR CANCELLATION REQUESTS):
Subject NOTICE OF HOLD STATUS (Business Name Acct#)
TO: Merchant
CC: Finance, Rep, Emily McCardell, TLS Milestones (Note in Appflow)
This email is to notify you that your TLS program has been placed on Finance Hold due to a request to cancel this account’s TLS program(s). If you have a TLS Mobile App, your App will be removed from stores and inaccessible for new downloads. If you have an email program, email sends will be suspended. If you have a TLS Website or TLS Online Ordering, your platforms will be paused and inaccessible. This account will remain in a hold status until cancellation can be confirmed by both merchant and sales rep.
FINANCE HOLD TEMPLATE FOR MERCHANT (FOR COVID OR OTHER RANDOM REQUESTS):
Subject NOTICE OF HOLD STATUS (Business Name Acct#)
TO: Merchant
CC: Finance, Rep, Emily McCardell, TLS Milestones (Note in Appflow)
This email is to notify you that your TLS program has been placed on Finance Hold due to [ENTER REASON HERE]. If you have a TLS Mobile App, your App will be removed from stores and inaccessible for new downloads. If you have an email program, email sends will be suspended. If you have a TLS Website or TLS Online Ordering, your platforms will be paused and inaccessible. This account will remain in a hold status until we receive notice to re-activate this account.
IF THE ACCOUNT IS TLS OO: please pause their OO and send the following email to Zuppler to make sure that their ordering stays paused and the merchant cannot login while on hold.
Subject Line: HOLD STATUS NOTICE (Business Name Acct#)
To: [email protected]
CC: Rep, Emily McCardell, TLS Milestones, Note in AF
Hello Zuppler,
Please note that the above account is on hold. Please keep their online ordering paused and pause any owner login credentials until further notice. Thank you!
WHEN AN ACCOUNT GETS LIFTED FROM A FINANCE HOLD:
Finance will send an email stating that payment issues have been resolved and the account has been made active. Once you receive the notification:
- Email your merchant using the template below (FOR APPS: Please do not send the email until Carleen confirms that she has placed back in stores)
- If you’re account is TLS OO, please see additional instructions/email templates in red below
- Go into the TLS-Customer Service account in Emma and update the merchant’s email subscription from Finance Hold to Active.
HOLD LIFT VERBIAGE TEMPLATE FOR MERCHANT:
Subject Line: Your TLS Program is Now ACTIVE (Business Name-Acct#)
TO: Merchant
CC: Finance, Rep, Emily McCardell, TLS Milestones (Note in Appflow)
This email is to notify you that your TLS program is now ACTIVE. If you have a TLS Mobile App, your App will be placed back in stores and available to customer for download within 24 hours. If you have an email program, you may now resume sending email. If you have a TLS Website or TLS Online Ordering, your platforms will resume and now be accessible.
IF THE ACCOUNT IS TLS OO: please resume their OO and send the following email to Zuppler to make sure Zuppler is aware of the active status so they can re-activate merchant login credentials.
Subject Line: ACTIVE STATUS NOTICE (Business Name Acct#)
To: [email protected]
CC: Rep, Emily McCardell, TLS Milestones, Note in AF
Hello Zuppler,
Please note that the above account has been removed from hold and is now active again. We have resumed their online ordering, which can remain active. Please reactivate any owner login credentials. Thank you!