Frequently asked questions
ADMIN/CSR
Merchant Statement Request
Introduction
A merchant may call or email to request a copy of their statement if ever they do not immediate access to their mymerchantdata.com account.
Key Points
When a merchant calls requesting a copy of their statement, there are two
details you will need to remember:
• A copy of the statement may
only be emailed to the email address on file in the merchant’s record
• Merchant's may login to their mymerchantdata.com account at anytime using their MID/password to view/print a copy at their convenience.
Procedure
1. NPCRM
1.1 Login to www.npcrm.net
1.2 Click -> Tool Center-> MyNPCdata.net
1.3 Once the page refreshes, click -> Statements
1.4 “Statement Merchant List page populates
2. Merchant Identification Number
2.1 If the MID is known, select “Merchant number” in the dropdown
box labeled, “SubGroup”
2.2 In the box to the right of the drop down, type the MID, click ->
“SEARCH”
2.3 “Statements for Merchant #” will populate, click the dropdown box
to select the statement date the merchant requested, click -> VIEW
STATEMENT
2.4 The statement page will populate, click -> Export -> PDF
2.5 The statement will download and then you may email it to the
merchant
3. Company Name
3.1 If the company name is known, select, “Merchant Name” in the
dropdown box labeled, “SubGroup”. In the box to the right of the
drop down, type the company name, click -> “SEARCH”
3.2 The page will refresh to display the company and its respective
location(s). Select the correct merchant # and location that
corresponds to the statement the merchant has requested.
3.3 “Statements for Merchant #” will populate, click the dropdown box
to select the statement date the merchant requested, click -> VIEW
STATEMENT
3.4 The statement page will populate, click -> Export -> PDF
3.5 The statement will download and then you may email it to the
merchant
4. Notate
4.1 Notate the Account in IRIS
4.2 Notate in IRIS that a statement was requested and processed
4.3 Resolve Ticket
Merchant Change/Update Email Address
Introduction
When a merchant requests to change/update their email address on file, we
want to assure that all methods of contact are up-to-date and verifiable. It is of
utmost importance that their account information is safe and secure all times.
Key Points
• Any communication with a merchant that involves email, should be sent via IRIS. This assures that all correspondences are accounted for and helps assist the team in your absence.
Procedure
1.
The Request
1.1 Before processing an email change/update request, we must first have the merchant email us from the new email address requesting the change.
1.2 Any communication with a merchant that involves email, should be sent via IRIS. This assures that all correspondences are accounted for and helps assist the team in your absence.
1.2 The email should include the merchant’s name, company name,
along with the request in written form.
1.3 Inform the merchant that you will send a confirmation email once processing is complete.
2. IRIS
2.1 Login to IRIS www.zt.sliverpay.com
2.2 Search for the merchant using the search bar option
2.3 Select the merchant account
2.4 Under “Merchant Details” select the “Profile” tab
2.5 Select “Business” -> “Email”
2.6 You will be able to type/edit the present email address to the new
email
2.7 Scroll down ->[Save Changes]
3.
Follow-up
3.1 Once complete, email the merchant using the new address on file to confirm that the change has been processed and made effective on the date requested.
4. Notate
4.1 Notate the Account in IRIS
4.2 Notate in IRIS that an email address change and/or update was
requested and processed.
4.3 Resolve Ticket
Technical Support
Relationship Manager
