Merchant Portal Overview

Overview

The Merchant Portal is a comprehensive, one-stop destination for merchants to manage their day-to-day operations and engage with payments products and services seamlessly.

This guide provides a comprehensive overview of the portal’s key features and tools. Each section covers core functionalities, navigation tips, and is supported with visuals to help you make the most of your experience. 

What you can do in the Merchant Portal

• Access Gateway services: View transaction reports, process payments, and manage settings in real time.
• Customer management: Add, update, and manage customer profiles.
• Transaction processing: Launch the Virtual Terminal to run transactions securely.
• Account configuration: Manage business and user settings.
• Helpdesk: Create, track, and filter support tickets.
• Device & API management: Register devices and generate API keys for integrations.

Key benefits for merchants

• Immediate efficiency: Get up and running without waiting for first-batch processing.
• All-in-one access: Perform critical tasks without switching platforms.
• Faster decisions: Real-time reporting and insights inform next steps.
• Streamlined workflows: Designed around daily merchant tasks.
• Flexible access: Seamless single sign-on (SSO) to the Gateway Portal for advanced features.

Home page

The Merchant Portal Home Page is designed to give you a clear, at-a-glance view of your business activities right after you log in. Acting as your main control center, it provides quick access to merchant accounts, system shortcuts, and essential reports — all structured to help you navigate the portal efficiently.

This section introduces each element of the Home Page layout, explaining how to use its tools and customize your experience. You’ll learn how to move between merchants, access key reporting areas, and manage user actions seamlessly.

Navigation menu

The navigation menu is your primary tool for moving through the Merchant Portal. Located on the left side of the screen, it provides structured access to all key areas.

Welcome banner

The welcome banner serves as an onboarding assistant for new users, offering a guided introduction to the Merchant Portal’s main features. It highlights the most important areas to explore first, helping you get set up and familiar with the platform quickly.

As you complete tasks or visit linked sections, the banner automatically updates and removes completed boxes. You can dismiss individual suggestions or choose Dismiss All once you’re comfortable navigating independently .

Merchant selection

If your user account is linked to multiple merchants, the merchant selection tool makes switching between them simple. Located at the top of the Home page, the Showing Merchant dropdown displays your available merchant accounts and allows you to toggle between them instantly.

User actions

The Merchant Users window lets you quickly manage key user administrative tasks right from the Home Page. After selecting a merchant, click the briefcase icon to view recent user activity or invite new users to the portal.

ℹ️ While sending an invite to a new user, you can check New User Can Manage Users to grant additional permissions (the option is available only to admin users).

User menu

Use the top-right user menu to manage your user settings, access Help resources, or log out.

Gateway Reporting

The Search Transactions shortcut below your username opens the Gateway Portal’s detailed reports for the selected gateway (via SSO).

Home page dashboards

The Home Page dashboards give you a clear and concise view of your payment activity, allowing you to monitor key business metrics in one place. These interactive dashboards provide real-time data on transactions, sales performance, and processing trends, helping you stay informed and make timely decisions.

The page includes three main reporting areas including:

• Volume and Transactions
• Totals by Card Type
• Daily Batches

Each section provides a different perspective on your business activity, giving you a well-rounded snapshot of overall performance.

Volume and Transactions

The Volume and Transactions dashboard provides an overview of your payment activity, including batch summaries, authorizations, and account status across multiple tabs. It helps you see how your business is performing over time and where key transaction trends may be emerging.

You can adjust the date range to refresh and filter data, allowing for detailed performance comparisons and historical review. 

ℹ️ Changing the date range updates all three report sections on the Home Page.

Totals by Card Type

The Totals by Card Type dashboard breaks down your sales volume by card brand, giving you a better understanding of which payment methods customers are using most often. 

This view can help identify trends in card usage, optimize processing costs, and inform marketing or business strategies based on customer preferences.

Use this data to monitor shifts in consumer behavior or compare performance across different payment types.

Daily Batches

The Daily Batches dashboard displays detailed information about transactions processed within a selected period. It allows you to quickly search for specific payments using Find a Transaction by card number or authorization code, or to export data in CSV or Excel format for reporting and reconciliation.

My Customers

The My Customers section allows you to efficiently manage all aspects of your customer database from a single, intuitive interface. You can create, view, and maintain detailed customer profiles to ensure accurate and up-to-date records for every client. 

Built-in tools let you easily add new customers, edit existing information, and run transactions directly from each profile, streamlining your workflow and improving transaction management.

Customer list

Within the Customer List, you can quickly access and organize your stored customer information. 

Use the filter options to narrow results by gateway, search by Vault ID or last name, and export complete customer lists in CSV or Excel formats for reporting or recordkeeping.

Editing customers

In the Actions column, use the icons to edit or delete a customer record. 

While editing a customer, you can:

• Add or delete billing and shipping addresses (at least one of each required)
• Select Run Transaction to choose a gateway and process via your Gateway Portal
• Change the default billing record by dragging it to the top of the list

Adding new customers

To add a new customer, click Add Customer in the top-right corner on the My Customers page. 

Enter all required billing and shipping details, review for accuracy, and select Add Customer to create the new profile. 

Once added, the customer will appear in your Customer List and will be ready for future transactions or updates.

Gateway Portal integration

The Gateway Portal integration allows users to access essential portal features directly from their account interface using Single Sign-On (SSO). This provides a seamless and secure connection between systems, removing the need for additional logins or manual authentication steps.

The following menu options open directly in the Gateway Portal via SSO:

• My Subscriptions
• Checkout Links
• Virtual Terminal
• Marketplace

When selecting any of these menu items, the user is automatically authenticated through SSO and redirected to the corresponding section within the Gateway Portal. No additional login credentials are required, ensuring a smooth and secure user experience.

Helpdesk

The Merchant Portal Helpdesk provides a centralized area for creating, managing, and tracking support tickets. It enables users to communicate directly with the support team, monitor the progress of open issues, and maintain visibility into the resolution process.

Users can create new tickets, review ticket statuses, post updates, and attach relevant files—all from within the same interface. This integrated approach streamlines support interactions and ensures that all communication is properly recorded for reference.

Ticket overview

The Ticket Overview section displays a summary grid at the top, providing an at-a-glance view of ticket statuses such as Open, Pending, and Resolved. Below the summary, a detailed ticket table lists all active and historical tickets.

Clicking any number in the summary grid automatically filters the ticket table to show only tickets matching that status. This allows for quick navigation and status-based management of open cases.

Ticket details

Selecting an individual ticket opens the Ticket Details view. Here, users can review all correspondence related to the issue, post comments to communicate with the support team, and upload relevant attachments such as screenshots or documentation.

Creating a new ticket

To create a new support request, select Add New Ticket from the Helpdesk interface. 

Next, choose the appropriate ticket type, provide detailed information about the issue, and click Create Ticket to submit it.

Once submitted, the ticket will appear in the overview grid, and status updates or responses from the support team will be visible in real time.

Ticket filters

The Helpdesk includes a Ticket Filters feature that allows users to create and save customized views. Filters can be applied to both the summary grid and the ticket table, enabling users to focus on specific ticket types, priorities, or statuses.

These saved filters improve efficiency by providing quick access to commonly used views—ideal for users managing multiple open cases or tracking tickets across various categories.

Documents page

The Documents page provides a centralized location for managing, organizing, and sharing important files. It serves as a structured repository where users can upload, categorize, and maintain documents in a way that ensures easy access and collaboration across teams.

This feature allows organizations to consolidate key materials—such as guides, contracts, and operational resources—into one accessible interface, improving consistency and reducing time spent searching for files.

Managing documents

Users with the appropriate permissions can create document sections and upload files directly to the portal. To begin, click Add Document to upload new materials or create a new document entry.

Within the Manage Documents view, documents can be assigned to specific sections using the Add/Remove Documents option. This helps maintain logical organization and ensures that related files are grouped together for easier navigation.

From the main Documents page, users can perform several management actions to maintain a clear and organized structure:

• Add new documents or subsections
• Delete or update selected documents
• Reorder items via drag-and-drop

Account management

The Account Management section provides administrative control over key account components, including user access, API keys, and connected devices. 

Through the Manage menu, authorized users can configure permissions, manage integrations, and maintain security for all account-related operations. 

This centralized approach ensures that administrative tasks are streamlined and consistent across the platform.

Users

The User Accounts area allows administrators to view, add, and modify user access. 

To adjust permissions, click Users in the navigation menu, then use the gear icon in the Actions column to edit settings for individual accounts.

To invite a new user:

1. Click Invite Merchant User.
2. Enter the email and send.
3. (Admins only) Optionally enable New User Can Manage Users.

API Keys

The API Keys section enables developers and administrators to generate and manage credentials used for secure system integrations. To create a new key:

1. Select Create New Key.
2. Enter a description.
3. Choose key type: API Key or Collect Checkout.

After a key is created, users can copy or delete it using the available management options.

Devices

The Devices section allows administrators to register and manage hardware devices linked to the platform, such as terminals or point-of-sale units. To register a new device:

1. Open Devices under Manage.
2. Click Add New Device.
3. Follow on-screen instructions.

Health Insights

The Health Insights section provides a comprehensive overview of key business performance indicators, allowing users to monitor trends, track growth, and identify potential issues. 

By displaying both month-over-month (MoM) and year-over-year (YoY) comparisons, it helps merchants evaluate performance stability, spot anomalies, and make informed operational decisions.

This feature consolidates essential sales and transaction data into interactive dashboards, offering clear visualizations of performance metrics across multiple timeframes and merchant accounts.

Sales Health Center

The Sales Health Center presents detailed metrics for gross and net sales, accompanied by YoY and MoM comparison charts. These visualizations help businesses assess overall revenue trends, detect seasonal patterns, and evaluate the effectiveness of ongoing sales initiatives.

For users associated with multiple Merchant IDs (MIDs), the Merchant dropdown in the Monthly Gross Sales & Transactions chart allows filtering results by individual merchant or viewing consolidated data across all accounts.

By analyzing variations in gross versus net figures, users can better understand the impact of discounts, refunds, and other adjustments on overall sales performance.

Transaction Health Center

The Transaction Health Center focuses on transaction quality and processing health. It monitors key metrics such as returns, chargebacks, and retrievals, presenting YoY and MoM comparisons along with their percentage share of total transactions.

These insights help users evaluate whether activity levels remain within processor and card association thresholds—an important factor in maintaining account health and avoiding potential penalties.

Within the Monthly Volume chart, users can select specific activity types (e.g., returns or chargebacks) and, when applicable, filter by individual merchant or view all MIDs collectively. This flexibility enables both granular and aggregated monitoring of transaction performance over time.