MAMS: Hold/Active Status Change Procedure

WHEN AN ACCOUNT GETS PLACED ON FINANCE HOLD:

  1. Finance will send a Finance Hold notification email. Once you receive the notification, please reach out to your merchant using the template below.
  2. If the account is TLS OO, please see the verbiage in red below
  3. Go into the TLS-Customer Service account in Emma and update the merchant’s email subscription from Active to Finance Hold

FINANCE HOLD VERBIAGE TEMPLATE FOR MERCHANT (FOR PAYMENT ISSUES):

Subject – URGENT: Response Needed to Keep Your Program Active (Business Name Acct#)
TO: Merchant
CC: 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:clp-t[email protected]
Secure Payment Center: (866) 509-0021

Thank you for your prompt attention to this matter.

FINANCE HOLD VERBIAGE TEMPLATE FOR MERCHANT (FOR CANCELLATION REQUESTS):

Subject NOTICE OF HOLD STATUS (Business Name Acct#)
TO: Merchant
CC: 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 VERBIAGE TEMPLATE FOR MERCHANT (FOR COVID OR OTHER RANDOM REQUESTS):

Subject NOTICE OF HOLD STATUS (Business Name Acct#)
TO: Merchant
CC: 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], [email protected]
CC: Rep, Matt Stolz, 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 remove any owner login credentials until further notice. Thank you!

WHEN AN ACCOUNT GETS LIFTED FROM A FINANCE HOLD:

  1. Finance will send an email stating that payment issues have been resolved and the account has been made active. Once you receive the notification, please reach out to your merchant using the template below.
  2. If the account is TLS OO, please see the verbiage in red below
  3. 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: 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], [email protected]
CC: Rep, Matt Stolz, 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!

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