CoPilot Ticketing 101

Support

CoPilot + MSC Ticketing

Your time is money — you shouldn't have to spend it trying to track things down. This self-service guide is intended to empower only our Retail ISO partners. Below we have summarized each CoPilot and Merchant Service Center (MSC) ticket type, along with necessary supporting documentation to service your portfolio and merchant needs. Whether you need to request maintenance on your merchant accounts, open an inquiry to your ISO Solutions Service Team or submit a work order in MSC, this will be your guide to understanding all ticket types available to you.

CoPilot Tickets

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
3rd Party Setups	Omaha Terminal/Download	Requests for Omaha frontend platform file builds	1 Business Day	Merchant
3rd Party Setups	Bank FIID Update	Requests to update Bank FIID on merchant account (Buypass-specific)	1 Business Day	Merchant
3rd Party Setups	Buypass TID/VAR - Add	Request for Buypass front end VAR	2 Business Days	Merchant
3rd Party Setups	Cardnet TID/VAR - Add	Request for Cardnet front end VAR	2 Business Days	Merchant
3rd Party Setups	Compass TID/VAR - Add	Request for Compass front end VAR	2 Business Days	Merchant
3rd Party Setups	Nashville TID/VAR - Add	Request for Nashville front end VAR	2 Business Days	Merchant

Primary Ticket Reason

Secondary Ticket Reason

Ticket Description

SLA

Ticket Level

Account Updates

Surcharge Setup

*Please Note: To enable Surcharge, a signed Merchant Surcharge Program Addendum must be attached to the ticket

Requests to enable Surcharging at the Merchant level*

2 Business Days for new setups

Merchant

Account Updates

Surcharge Removal

Requests to disable Surcharging at the Merchant level

1st of the following month for MIDs that have processing already in progress for the current month

Merchant

Equipment Requests	SLA Details
CardPointe Gateway Terminals	If an order is placed by 3:00pm EST, it will be provisioned within CoPilot and the status will change to "Fulfilling" The orders provisioned prior to that time today will be exported and sent to FDHS The following morning, the orders are bulk imported into TASQ web At this point, FDHS has 48 hours to deploy the device Standard shipping is included in the price and is set by default to 2 days shipping Expedited shipping is defined as overnight shipping and an additional cost is added per device shipped
CardPointe Gateway Peripherals	If order is placed by 4:00pm EST, it will be provisioned within CoPilot and the status will change to "Fulfilling" The orders provisioned prior to that time today will be submitted into Tasq Web for fulfillment At this point, FDHS has 48 hours to deploy the device Standard shipping is included in the price and is set by default to 2 days shipping Expedited shipping is defined as overnight shipping and an additional cost is added per device shipped
Third Party Devices	Orders placed prior to 3:00pm EST cutoff and pending device file being built by Boarding will be submitted to TASQ web same day Once submitted there is a 48 hour SLA with the vendor on deploy Device will ship out the shipping priority specified within the ticket Device will be billed to partner credit card Price includes device cost only - shipping is an additional fee

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Clover Setups/Requests	Clover Menu	Requests to upload a merchant's menu to applicable Clover devices	2-3 Business Days	Merchant
Clover Setups/Requests	Clover Maintenance	Requests for Clover account and product maintenance	2 Business Days	Merchant
Clover Setups/Requests	Clover Parts and Accessories	Requests for Clover accessories post terminal purchase	Same Business Day (when submitted by 3:00pm EST)	Merchant
Clover Setups/Requests	Clover Returns	Buyer’s Remorse returns for Clover devices purchased through CoPilot	2 Business Days	Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
CardPointe Services	CardPointe Password/Registration Request	Requests CardPointe password resets and registration assistance	Same Business Day (when submitted by 3:00pm EST)	Merchant
CardPointe Services	CardPointe Equipment Return Request	Requests to return CardPointe suite of products	2 Business Days	Merchant
CardPointe Services	CardPointe Terminal/Gateway Support	Requests for general CardPointe Support on all CardPointe gateway related products and services	1-3 Business Days	Merchant
CardPointe Services	Device Troubleshooting	Used for troubleshooting CardPointe Terminals and integrated gateway devices such as CardPointe Integrated Terminal, PanPad, etc.	1-3 Business Days	Merchant
CardPointe Services	Hosted Payment Page Inquiry	Requests for merchant setups with the CardPointe Hosted Payment Page	1-3 Business Days	Merchant
CardPointe Services	CardPointe Gateway Activation/Setup	Requests for setup on all CardPointe gateway related products and services	1-3 Business Days	Merchant
CardPointe Services	Add CardPointe Gateway	CardPointe Support ticket for adding all gateway related products and services	2 Business Days	Merchant
CardPointe Services	Production Credentials	Requests for live API production credentials	Same Business Day (when submitted by 3:00pm EST)	Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Account Updates	AliPay Enablement	Requests to enable Alipay	2 Business Days	Merchant
Account Updates	Bank Account Change	Requests to change merchants’ bank accounts (Deposits/Fees/Both)	2 Business Days (when submitted by 5:00pm EST)	Merchant
Account Updates	Demographic Change	Requests to update DBA and mailing address, phone #’s, email, and descriptor updates for credit card holder’s statements	2 Business Days	Merchant
Account Updates	Entitlement Update	Requests to enable/disable card types acceptance such as Amex, Discover, Wex, etc.	2 Business Days (when submitted by 5:00pm EST)	Merchant
Account Updates	Funding/Billing Frequency Changes	Updates to the frequency in which fees get charged (Monthly or daily)	2 Business Days	Merchant
Account Updates	MCC / SIC Update	Requests to make updates to merchant’s MCC	2 Business Days	Merchant
Account Updates	Transarmor	Requests for Transarmor Setup	1 Business Day	Merchant
Linking/Chaining Requests	Clientline Chaining	Requests to link multiple merchant accounts for Clientline reporting purposes	2 Business Days	Merchant
Linking/Chaining Requests	CoPilot/CardPointe Linking	Requests to link multiple merchant accounts for CoPilot/CardPointe reporting purposes	1-3 Business Days	Merchant

Primary Ticket Reason	Ticket Description	SLA	Ticket Level
3rd Party Integration	General questions regarding 3rd-party compatibility or integration questions	3-5 Business Days	Partner
Bank Account Change (Partner)	Changes to the Partner's Bank Routing/Account Number	2-3 Business Days	Partner
Clover Demo Request	Submission of Clover Demo order. Requires Demo Request form to be submitted.	3-5 Business Days	Partner
General Boarding Questions	General questions regarding prospective account setups including Device/TID compatibility or solutions	3-5 Business Days	Partner
Legal Name Change	Requests to make updates to partners Legal name		Partner
Partner Refund to Credit Card	Refund to partner credit card	3-5 Business Days	Partner
Profile Maintenance	Changes to the Partner Profile; Legal, DBA, Address, Phone Number		Partner
Residual Question that Applies to Multiple MIDs	Research requests for residuals regarding multiple MIDs or portfolio-wide questions	5+ Business Day Turnaround	Partner
Sales Code	Sales Code Requests; New or Changes to an Existing Sales Code	Sales Code paid by Partner (SLA: 3-4 Business Days) Sales Code Paid by Fiserv (SLA: 6-8 Business Days)	Partner

Account (MID)

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
3rd Party Setup Tickets	3rd Party Gateway Setups/Requests	Requests for paper orders, non product suite terminal and supply orders	48 Business Hours	Merchant
3rd Party Setup Tickets	Bank FIID Update	Requests to update Bank FIID on merchant account	1 Business Day	Merchant
3rd Party Setup Tickets	Buypass TID/VAR - Add	Auto Generated from Add Ons - request for Nashville frontend TID/VAR	48 Business Hours	Merchant
3rd Party Setup Tickets	Cardnet TID/VAR - Add	Auto Generated from Add Ons - request for Cardnet frontend TID/VAR	48 Business Hours	Merchant
3rd Party Setup Tickets	Compass TID/VAR - Add	Requests to enable dual processing on Omaha frontend platform	48 Business Hours	Merchant
3rd Party Setup Tickets	Datawire/Apriva Request	NYC OFFICE SPECIFIC - requests for support specific to the NYC office	48 Business Hours	Merchant
3rd Party Setup Tickets	Device Deployment and Supplies	NYC OFFICE SPECIFIC - Paper Order Requests	48 Business Hours	Merchant
3rd Party Setup Tickets	Dual Processing	Requests for TID/VAR for Buypass frontend platform	48 Business Hours	Merchant
3rd Party Setup Tickets	Nashville TID/VAR - Add	Requests for TID/VAR for Nashville frontend platform	48 Business Hours	Merchant
3rd Party Setup Tickets	NYC Paper Orders	NYC OFFICE SPECIFIC - Paper Order Requests	48 Business Hours	Merchant
3rd Party Setup Tickets	NYC Support	NYC OFFICE SPECIFIC - requests for support specific to the NYC office	48 Business Hours	Merchant
3rd Party Setup Tickets	Omaha Terminal/Download	Requests for Omaha frontend platform file builds	48 Business Hours	Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Account Update	AliPay Enablement	Requests to enable Alipay	48 Business Hours	Merchant
Account Update	Bank Account Change	Requests to change merchants’ bank accounts (Deposits/Fees/Both)	48 Business Hours	Merchant
Account Update	Bentobox Add	Request to add Bento Box	48 Business Hours	Merchant
Account Update	Demographic Change	Requests to update DBA and mailing address, phone #’s, email, and descriptor updates for credit card holder’s statements	48 Business Hours	Merchant
Account Update	Entitlement Update	Requests to enable/disable card types acceptance such as Amex, Discover, Wex, etc.	48 Business Hours	Merchant
Account Update	Funding/ Billing Frequency Changes	Updates to the frequency in which fees get charged (Monthly or daily)	48 Business Hours	Merchant
Account Update	Gift Card Setup	Requests to set up a gift card program or edit a merchant's existing gift card program	48 Business Hours	Merchant
Account Update	Signer Changes	Requests to make updates to merchant’s Legal name and/or Tax ID information	48 Business Hours	Merchant
Account Update	MCC/SIC Update	Requests to make updates to merchant’s MCC	48 Business Hours	Merchant
Account Update	Pricing Update	Requests that have financial impact such as updating price structures, basis points, monthly fees, etc	48 Business Hours	Merchant
Account Update	Telecheck	Requests to enable Telecheck	48 Business Hours	Merchant
Account Update	Transarmor	Requests for Transarmor Setup	48 Business Hours	Merchant
Account Update	Surcharge Removal	Requests to disable Surcharging at the Merchant level	the 1st of the following month for MIDs that have processing already in progress for the current month	Merchant
Account Update	Surcharge Setup	Requests to enable Surcharging at the Merchant level	2 Business Days for new setups or the 1st of the following month for MIDs that have processing already in progress for the current month	Merchant
Account Update	MC- Card Brand Registrations			Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
BluePay Gateway	ACH from Fiserv Activation	Requests or inquiries regarding ACH Payment Services from Fiserv. An agreement and merchant-signed addendum will be required for new set-ups.	1-2 Business Days	Merchant
BluePay Gateway	ACH from Fiserv Direct to Bank ACH Activation			Merchant
BluePay Gateway	BlueChex ACH Activation	Post Boarding Ticket Reason - request to setup BlueChex ACH		Merchant
BluePay Gateway	BlueChex ACH Support	Requests for support with BlueChex ACH		Merchant
BluePay Gateway	BluePay Gateway Activation/ Setup	Requests to set up BluePay Gateway for processing merchant	48 Business Hours	Merchant
BluePay Gateway	BluePay Gateway API/HPF	Requests to set up BluePay API/HPF		Merchant
BluePay Gateway	BluePay Gateway Only Setup	Requests for BluePay gateway only (GWO) setups	1-3 Business Days	Merchant
BluePay Gateway	BluePay Gateway Support	BluePay Gateway Support		Merchant
BluePay Gateway	BluePay Password/Reset	Requests to reset login credentials for BluePay gateway		Merchant
BluePay Gateway	Caledon Gateway Setup	Caledon Gateway Setup		Merchant
BluePay Gateway	Canada PAD Setup			Merchant
BluePay Gateway	Chat Notes			Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
CardPointe Services	Add Cardpointe Gateway	CardPointe Support ticket for adding all gateway related products and services	2 Business Days	Merchant
CardPointe Services	CardPointe Equipment Return Request	Requests to return CardPointe suite of products	2 Business Days	Merchant
CardPointe Services	CardPointe Gateway Activation/Setup	General CardPointe Support ticket reason for support on all gateway related products and services.	1-3 Business Days	Merchant
CardPointe Services	CardPointe Gateway Only Setup	Ticket for CardPointe Support to setup a gateway only account. These tickets are created soley by the Underwriting department after recieing and validating a "CardPointe Only" account lead.	Same Day / 1 Business Day(ticket requests submitted by 3pm EST)	Merchant
CardPointe Services	Cardpointe Gateway Setup Failure			Merchant
CardPointe Services	CardPointe Password/Registration Request	Ticket reason for all CardPointe password resets and registration assistance	Same Day / 1 Business Day (ticket requests submitted by 3pm EST)	Merchant
CardPointe Services	CardPointe Terminal Platform Change	Requests to move an account from a non-CardPointe supported backend platform (ie. Omaha) to North specifically to use CardPointe equipment		Merchant
CardPointe Services	CardPointe Terminal/Gateway Support	General CardPointe Support ticket reason for support on all gateway related products and services	1-3 Business Days	Merchant
CardPointe Services	Cardpointe Unattended Swap Request			Merchant
CardPointe Services	Device Troubleshooting	Used for troubleshooting CardPointe Terminals and integrated gateway devices such as Bolt, PanPad, etc.	1-3 Business Days	Merchant
CardPointe Services	Hosted Payment Page Inquiry	Ticket request to get a merchant setup with the CardPointe Hosted Payment Page	1-3 Business Days	Merchant
CardPointe Services	Production Credentials	Ticket reason to request production gateway API credetials for gateway integrations, ISV partner's, etc.	Same Day / 1 Business Day	Merchant
CardPointe Services	Integration/API Support			Merchant
CardPointe Services	Cardpointe + MICROS			Merchant
CardPointe Services	Remove Cardpointe Gateway		2 Business Days	Merchant
CardPointe Services	Enable NFC (Internal Use Only)			Merchant
CardPointe Services	Gateway Support - Dev required			Merchant
CardPointe Services	Service/Convenience Fee Setup			Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Clover Setup/Requests	Clover - Cash Discount		2 Business Days	Merchant
Clover Setup/Requests	Clover - Clover Care		2 Business Days	Merchant
Clover Setup/Requests	Clover Cancelation		2 Business Days	Merchant
Clover Setup/Requests	Clover Escalations		2 Business Days	Merchant
Clover Setup/Requests	Clover Maintenance	Requests for Clover account and product maintenance	2 Business Days	Merchant
Clover Setup/Requests	Clover Menu	Requests to upload a merchant's menu to applicable Clover devices	2 Business Days	Merchant
Clover Setup/Requests	Clover Order - Add	Auto Generated - Clover Order added post boarding	2 Business Days	Merchant
Clover Setup/Requests	Clover Add		2 Business Days	Merchant
Clover Setup/Requests	Clover Parts	Requests for Clover accessories post terminal purchase	2 Business Days	Merchant
Clover Setup/Requests	Clover Re-Provisioning	Requests to move serialized Clover equipment from one merchant to another. Be Advised * Device(s) must be batched out. Reprovisioning device(s) with open batches risk losing transaction data/funding * Clover Go's are plug n' play, not serialized, and are not part of the reprovisioning process; they only require that the Clover account/software are setup * Mini and Flex products require Pin Debit entitlement * To add Clover pricing, a pricing page will be required and need to be signed off by the merchant	2 Business Days	Merchant
Clover Setup/Requests	Clover Returns	Buyer’s Remorse returns for Clover devices purchased through CoPilot	2 Business Days	Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Onboarding	Credit Pending	Requests for documentation needed to decision an account currently pending		Merchant
Onboarding	Underwriting	Requests for documentation needed to decision an account	1-3 Business Days	Merchant
Onboarding	Headquarters Setup		2 Business Days	Merchant
Onboarding	Post Underwriting			Merchant
Onboarding	Underwriting (ACH ProfitStars)			Merchant
Onboarding	Underwriting (Canadian Orders)			Merchant
Onboarding	Website Reviews			Merchant
Other	CP Canada API Key Update			Merchant
Other	Enterprise Cardpointe Gateway Setup			Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
Platform Inquiries	Buypass	Requests for BuyPass setup questions, entitlement research or general BuyPass inquiries	Merchant + Partner
Platform Inquiries	GGe4/Payeez/Compass	Requests for platform setup questions, entitlement research or general GGe4/Payeez/Compass inquiries	Merchant + Partner
Platform Inquiries	Nashville	Requests for Nashville setup questions, entitlement research or general Nashville inquiries	Merchant + Partner
Platform Inquiries	North (Cardnet)	Requests for North setup questions, entitlement research or general North inquiries	Merchant + Partner
Platform Inquiries	Omaha	Requests for Omaha setup questions, entitlement research or general Omaha inquiries	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Research	1099k Corrections		5+ Business Days	Merchant
Research	Authorization/Full Card Number Request	Requests for authorization logs, full card numbers	2 Business Days	Merchant
Research	Backup Withholding Inquiries		5+ Business Days	Merchant
Research	Card Declines		5+ Business Days	Merchant
Research	Chargeback Questions		5+ Business Days	Merchant
Research	Commercial Enhanced Data Program (CEDP)			Merchant
Research	Deposit/Transaction Research	Requests to resolve any inquiries related to missing deposits and/or transactions, finding cardholder’s info and adjusting combined/separate batches	5+ Business Days	Merchant
Research	Equipment Invoice Request		2 Business Days	Merchant
Research	Funding Inquiries		5+ Business Days	Merchant
Research	MPA Request	Request to gain access to the original application on file	2 Business Days	Merchant
Research	PCI Question	Requests for PCI related inquiries such as removing/adding the fee, password resets and changing email	2 Business Days	Merchant
Research	Pin Debit Chargeback	Requests to help dispute credit and pin based chargebacks	2 Business Days	Merchant
Research	Research Request	Any request that involves further investigating for a complex/escalated issue	5+ Business Days	Merchant
Research	Residual Questions	Request for research of residuals on a specific MID or residual item.	5+ Business Days	Merchant
Research	SOC Reporting Request		5+ Business Days	Merchant
Research	Sales Code Change	Request to change the sales code on an individual account	3-5 Business Days	Merchant
Research	Special Processing Requests (SPR)		5+ Business Days	Merchant
Research	Special Processing Requests and Transaction Level Reversals (SPR) & (TLR)		5+ Business Days	Merchant
Research	Statement/Reporting Assistance	Statement descriptor updates, questions about statements, as well as setting up reporting access such as Clientline and AccessOne	5+ Business Days	Merchant
Research	Transaction Level Reversals (TLR)		5+ Business Days	Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Risk / Collections	ACH Reject	Used to alert sales agents/offices and internal teams that an ACH Reject has occurred and what actions will be taken.		Merchant
Risk / Collections	Account Reactivation	Requests to reopen an account that is currently cancelled/closed		Merchant
Risk / Collections	Acct Cancellation Request	Requests to cancel/close account	Cancellation timeframes vary by platform:	Merchant
Risk / Collections	Back Bill/Misc. Adjustment Requests	Requests to charge the merchant unpaid fees such as pricing rates, equipment, network fees, etc.		Merchant
Risk / Collections	BluePay ACH rejects			Merchant
Risk / Collections	Buypass ID Deactivation		2 Business Days	Merchant
Risk / Collections	Equipment Refund Request		2 Business Days	Merchant
Risk / Collections	Fraud Event Refund Request			Merchant
Risk / Collections	Periodic Risk Review	Internally driven ticket indicating periodic review - may require financials from merchant		Merchant
Risk / Collections	Refund Request	Requests to refund processing fees to merchant or to a sales partner, when applicable, due to billing error/discrepancy (not the same as cardholder refunds)		Merchant
Risk / Collections	Refund Research	Requests to further investigate a refund request from either a merchant, sales office or even internal employee		Merchant
Risk / Collections	Risk Management (Collections)	Inquires related to current collections issues, held funds, rejected fees – Typically, ticket opened by Collections Dept.		Merchant
Risk / Collections	Risk Management (Underwriting)	Requests for Risk Reviews or Notifications from Risk		Merchant
Risk / Collections	Seasonal Account Activation/Deactivation	Requests to place account on or remove a seasonal closure	2 Business Days	Merchant

CoPilot Service Ticketing

The below tickets will display a prefix of "Service Request:" in CoPilot and will be routed directly to your CSA/ISO Solutions Service team.

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
Platform Inquiries	Buypass	Requests for BuyPass setup questions, entitlement research or general BuyPass inquiries	Merchant + Partner
Platform Inquiries	GGe4/Payeez/Compass	Requests for platform setup questions, entitlement research or general GGe4/Payeez/Compass inquiries	Merchant + Partner
Platform Inquiries	Nashville	Requests for Nashville setup questions, entitlement research or general Nashville inquiries	Merchant + Partner
Platform Inquiries	North (Cardnet)	Requests for North setup questions, entitlement research or general North inquiries	Merchant + Partner
Platform Inquiries	Omaha	Requests for Omaha setup questions, entitlement research or general Omaha inquiries	Merchant + Partner

Requests for product setups and product setting and/or functionality related inquires

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
Product Setup/Settings/Functionality	AccessOne	Merchant + Partner
Product Setup/Settings/Functionality	Client Line/eIDS approvals	Merchant + Partner
Product Setup/Settings/Functionality	Client Website (FDC)	Merchant + Partner
Product Setup/Settings/Functionality	Clientline	Merchant + Partner
Product Setup/Settings/Functionality	Clover Cash Advance	Merchant + Partner
Product Setup/Settings/Functionality	Dispute Manager/EIDs	Merchant + Partner
Product Setup/Settings/Functionality	FD Leasing	Merchant + Partner
Product Setup/Settings/Functionality	FDHS (TASQ)	Merchant + Partner
Product Setup/Settings/Functionality	FDPOS Management	Merchant + Partner
Product Setup/Settings/Functionality	First Deploy	Merchant + Partner
Product Setup/Settings/Functionality	GDS (Global Download)	Merchant + Partner
Product Setup/Settings/Functionality	Gift Card	Merchant + Partner
Product Setup/Settings/Functionality	Infosec Mainframe Set Up	Merchant + Partner
Product Setup/Settings/Functionality	Merchant Manager	Merchant + Partner
Product Setup/Settings/Functionality	MSA North	Merchant + Partner
Product Setup/Settings/Functionality	MSO	Merchant + Partner
Product Setup/Settings/Functionality	VPN	Merchant + Partner
Product Setup/Settings/Functionality	Wilmington Set ups	Merchant + Partner
Product Setup/Settings/Functionality	CoPilot/CardPointe	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
Clover	Billing	Requests for Clover billing errors or refunds	Merchant + Partner
Clover	General Product Questions	Requests for serial numbers, device, demo and bundling inquiries	Merchant + Partner
Clover	Returns	Requests for call tags, Buyer’s Remorse, or claims for incorrect equipment received	Merchant + Partner
Clover	Shipping	Requests to confirm or edit shipping addresses, status of shipment inquires	Merchant + Partner
Clover	Swaps	Requests for warranty status on devices	Merchant + Partner
Clover	Tracking	Requests to obtain tracking information	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
ISO Information	Additional Hierarchy Setups (Agent)	Requests for agent setups, changes, and status updates	Partner Only
ISO Information	Alerts/Bulletins	Requests for information on Partner alerts and bulletins sent out	Partner Only
ISO Information	ISO Address Changes/NOC	Requests to update mailing address	Partner Only
ISO Information	ISO DDA updates	Requests to update ISO bank account on file	Partner Only
ISO Information	ISO Email Address Change	Requests to update email address on file	Partner Only
ISO Information	Merchant Statement Message	Requests to update the merchant statement message	Partner Only
ISO Information	MPA Branding/Logo Request	Requests to co-brand partner logo on the MPA	Partner Only
ISO Information	Residuals/ISO Billing	Requests for review or reconciliation of residuals	Partner Only
ISO Information	Statement Branding	Requests to co-brand partner logo on the merchant statement	Partner Only
ISO Information	Training Request	Inquiries for continued education on various business-related topics	Partner Only
ISO Information	Sales Rep ID Request	Requests for Salesman ID creation used for residual/PASO reporting	Partner Only
ISO Information	CoPilot Sales Code Request	Requests for CoPilot sales code creation used for CoPilot boarding, equipment ordering and account maintenance	Partner Only
ISO Information	CoPilot Profile Maintenance	Requests for updates to your Customer Service phone number, email address or website	Partner Only

Requests for reporting setup assistance, report reviews and report pulls

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
Report Pull/Inquiry/Setup	File/Transmission Requests	Merchant + Partner
Report Pull/Inquiry/Setup	General Reporting Requests	Merchant + Partner
Report Pull/Inquiry/Setup	Impact Report Requests	Merchant + Partner
Report Pull/Inquiry/Setup	MASS Requests	Merchant + Partner
Report Pull/Inquiry/Setup	Reporting Setups	Merchant + Partner

Requests for program setups and maintenance

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
ISO Merchant Programs	Card Account Updater (CAU) General Inquiries	Merchant + Partner
ISO Merchant Programs	Cash Advance	Merchant + Partner
ISO Merchant Programs	Convenience Fees	Merchant + Partner
ISO Merchant Programs	Debt Repayment	Merchant + Partner
ISO Merchant Programs	SIGIS	Merchant + Partner
ISO Merchant Programs	Surcharge	Merchant + Partner
ISO Merchant Programs	Visa Utility	Merchant + Partner

Please Note: These requests will be opened to you by your CSA, outlining action needed for resolution

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
Industry/Compliance	Amex Rejects	Merchant + Partner
Industry/Compliance	Compliance Inquiries	Merchant + Partner
Industry/Compliance	Data Integrity	Merchant + Partner
Industry/Compliance	Discover IIN Failures	Merchant + Partner
Industry/Compliance	Excessive Card	Merchant + Partner
Industry/Compliance	Industry Inquiries	Merchant + Partner
Industry/Compliance	MC Consumer Loan	Merchant + Partner
Industry/Compliance	Visa Limited Acceptance Program	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
PCI Compliance	3rd Party PCI Program	Requests related to non-Fiserv issued compliance programs	Merchant + Partner
PCI Compliance	Set Ups and Fees	Requests for PCI fee updates and setups	Merchant + Partner
PCI Compliance	TransArmor/Clover Security	Requests related to Fiserv issued compliance program	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
Pricing/Fee Inquiries	Early Termination Fee Request (Omaha)	Requests for early termination fee billing on Omaha only	Partner Only
Pricing/Fee Inquiries	General Inquiries	Requests for general pricing inquiries	Partner Only
Pricing/Fee Inquiries	MFC Grid (Omaha)	Requests for MFC grid setups or maintenance	Partner Only
Pricing/Fee Inquiries	North Refund Request (GAFs)	Requests for refund on the North platform (Partners should use this ticket for any GAF requests, including miscellaneous adjustments.)	Partner Only
Pricing/Fee Inquiries	Omaha Merchant Refund Request	Requests for refund on the Omaha platform	Partner Only
Pricing/Fee Inquiries	Special Processing/TLR (North)	Requests for transaction level reversals and/or special processing on the North	Partner Only
Pricing/Fee Inquiries	Special Processing/TLR (Omaha)	Requests for transaction level reversals and/or special processing on the Omaha	Partner Only
Pricing/Fee Inquiries	UDG Grid One Time Fee (Omaha)	Requests for one-time User Define Grid setups	Partner Only

Requests to review merchant credits and debits, adjustments, deposits and settlement and transaction research

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
Funding/Transaction Research	ACH Rejects/NACHA	Merchant + Partner
Funding/Transaction Research	Adjustment Research	Merchant + Partner
Funding/Transaction Research	Auth Code Research	Merchant + Partner
Funding/Transaction Research	Batch Inquiry	Merchant + Partner
Funding/Transaction Research	Collections/MBM/CARS	Merchant + Partner
Funding/Transaction Research	Full Card Number Requests (20 or less)	Merchant + Partner
Funding/Transaction Research	Funding (Missing, Verification, Delayed)	Merchant + Partner
Funding/Transaction Research	Interchange/Downgrades	Merchant + Partner
Funding/Transaction Research	Levy Inquiry	Merchant + Partner
Funding/Transaction Research	PTS Rejects	Merchant + Partner
Funding/Transaction Research	Security/Risk	Merchant + Partner
Funding/Transaction Research	Transaction Rejects	Merchant + Partner

Requests for rushes, status updates, rejection review, and assistance on form completion

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
MSC (Merchant Service Center)	BAM Uploads	Merchant + Partner
MSC (Merchant Service Center)	Complete Forms (How-To)	Merchant + Partner
MSC (Merchant Service Center)	Rejects	Merchant + Partner
MSC (Merchant Service Center)	Rush Request	Merchant + Partner

MSC (Merchant Service Center)

Purpose	Platform	Category	Work Order Type	Required Forms	SLA
Rate + Fee Updates	North + Omaha	Banking, Funding + Rates/Fees	Rates + Fees	North: Boarding and Maintenance Form Omaha: Miscellaneous Fees + Grid Form	48 Hours
Pricing Type Updates	Omaha	Banking, Funding + Rates/Fees	Omaha Pricing Type	Omaha: Pricing Update Request Form	48 Hours
Merchant Brand Fee Updates	Omaha	Banking, Funding + Rates/Fees	Rates + Fees	Omaha: Merchant Brand Fee Form	48 Hours
ACH Reject/NACHA	North + Omaha	Banking, Funding + Rates/Fees	ACH Reject	Bank documentation or DDA Update Form may be required.	48 Hours

Purpose	Platform	Category	Work Order Type	Required Forms	SLA
Gift Cards: New Merchant	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (Order)	(Choose One) Gift Card To-Go Application Standard Card Application Customer Card Application	48 Hours
Gift Cards: Additional/Multiple Locations	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (Order)	Gift Card Application Additional Locations Form	48 Hours
Gift Cards: Additional/Multiple Locations (No Order)	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (No Order)	Gift Card Application Additional Locations Form	48 Hours
Gift Cards: DDA Account Update (No Order)	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (No Order)	Gift Card Application Additional Locations Form	48 Hours
Gift Cards: Bank Change Affiliation	North + Omaha	Services + Payment Processing	Gift Card Bank Affiliation Change	Gift Card Application Gift Card Setup Form Bank Affiliation Change Form	48 Hours
Gift Cards: Bank Change Affiliation (No Order)	North + Omaha	Services + Payment Processing	Gift Card Stand Alone Bank Affiliation	Gift Card Application Gift Card Setup Form (Standard, Custom or Gift Card 2 Go needed for pricing) Bank Affiliation Change Form	48 Hours
Gift Cards: Cancellation/Reinstatement	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (No Order)	Gift Card Cancellation + Reinstatement Form	48 Hours

Purpose	Platform	Category	Work Order Type	Required Forms	SLA
Cancellation	North	Merchant Account Update	Cancellation	North: Cancellation + Reinstatement Form	48 Hours
Cancellation	Omaha	Merchant Account Update	Cancellation	Omaha: Cancellation, Reinstatement + Seasonal Form	48 Hours
Reinstatement	North	Merchant Account Update	Reinstatement	North: Cancellation + Reinstatement Form	48 Hours
Reinstatement	Omaha	Merchant Account Update	Reinstatement	Omaha: Cancellation, Reinstatement + Seasonal Form	48 Hours

CoPilot Ticket Descriptions

To help you accurately choose the correct CoPilot ticket type when creating a new request, visit firstdataclients.com/green/CoPilot/default.aspx for a detailed summary of each CoPilot ticket type.

CoPilot + MSC Ticketing

CoPilot Tickets

Underwriting

Boarding

Surcharging Program

CoPilot Deployment SLA’s

Clover

CardPointe Support

BluePay Gateway

Account Maintenance

Partner

Account (MID)

3rd Party Setup Tickets

Account Updates

BluePay Gateway

Cardpointe Data Migration

CardPointe Services

Clover

Enterprise

Linking/Chaining Requests

Onboarding

Research

Risk / Collections

CoPilot Service Ticketing

General Credit Underwriting Inquiries

General Boarding Questions

General Platform Inquiries

Product Setup, Settings + Functionality

Software, Terminal + Gateway Questions

Clover

Gift Cards

Headquarter + Chain Requests

ISO Information

Password Resets

Report Pull/Inquiry/Setup

ISO Merchant Programs

Industry + Compliance

PCI Compliance Programs

Pricing + Fee Inquiries

Funding + Transaction Research

IRS, Backup Withholding + 1099 Inquiries

Chargeback + Retrieval Inquiries

Statement Inquiries

MSC (Merchant Service Center)

MSC (Merchant Service Center)

MSC Client Access Guide

Clover Security Bundles

Clover Care

Rate, Fee + Pricing Updates

Seasonal Holds

Chaining

Gift Cards

Account Cancellation + Reinstatement

CoPilot Ticket Descriptions

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