Overview
This guide introduces Operations and Support users to the core tools used to onboard merchants, monitor account health, manage risk, and resolve issues efficiently in Merchant Central.
While Sales teams focus on acquisition, Operations and Support teams ensure merchants are boarded correctly, supported post-activation, and monitored for risk, disputes, and processing issues.
- Board and activate merchants accurately
- Monitor processing health and exceptions
- Identify and respond to risk signals
- Manage disputes and chargebacks
- Track and resolve support requests
For assistance, contact support@iriscrm.com or start a live chat with our Support team using the Help icon near your username in Merchant Central.
💡If you haven’t already, please review our Merchant Central Introduction article to familiarize yourself with CRM fundamentals and navigation.
Prerequisites
- Operations or Support-level access in Merchant Central
- Understanding of merchant lifecycles and onboarding workflows
- Familiarity with processor requirements and support procedures
Boarding & Activation
Boarding tools in Merchant Central support accurate merchant setup and activation, helping ensure accounts are configured correctly and ready to process without delays.
TurboApp Boarding
The Merchant Central TurboApp streamlines the merchant boarding to different processors by guiding users through a standardized, processor-compliant workflow. This reduces manual errors, shortens activation timelines, and ensures all required data is captured upfront—minimizing back-and-forth and rework. Learn more: Merchant Boarding with TurboApp
ScanX (Agreement Express)
ScanX is a risk scoring and decisioning engine that evaluates applications using configurable scorecards and rules. It provides consistent, rules-based risk scoring, supports automated approve, decline, and refer decisions, and produces clear scoring outputs to assist with underwriting review. Learn More: ScanX Integration Guide, ScanX Scorecards & Documentation
Merchant Monitoring & Risk Management
Merchant monitoring tools help Operations and Support teams proactively identify issues, respond to exceptions, and protect portfolio health after activation.
Stopped Processing Alerts
The Merchant Tracker feature in Merchant Central flags merchants who stop or significantly reduce processing, helping teams to detect risk before it becomes revenue loss. These alerts make it easier to prioritize outreach and focus retention efforts where they matter most. Learn more: Merchant Tracker
Deposit Exceptions
The Deposit Exceptions feature in Merchant Central highlights funding irregularities such as delayed, missing, or adjusted deposits. These alerts help support teams quickly identify root causes, communicate effectively with merchants, and resolve funding concerns before they escalate. Learn more: Deposit Exceptions
Dispute Reporting & Responses
Dispute Reporting provides visibility into chargebacks and disputes at the merchant level, while Dispute Responder enables timely and compliant responses. Together, these tools help reduce financial exposure, improve dispute win rates, and maintain strong processor relationships. Learn more: Dispute Reporting, Dispute Responder
Risk Reporting & Alerts
The Risk Reporting tool surfaces trends and indicators that may signal elevated merchant risk, such as unusual volume changes or dispute patterns. Risk Alerts notify teams when predefined thresholds are met, enabling proactive review and intervention before issues escalate. Learn more: Risk Reporting, Risk Alerts
Helpdesk & Case Management
The Merchant Central Helpdesk tools centralize merchant inquiries and internal requests, allowing Operations and Support teams to track issues from intake through resolution. Specialized ticket types (such as TSYS maintenance tickets) enable you to run maintenance tasks directly on merchant accounts.
Creating Tickets
The Merchant Central Helpdesk allows users to create, assign, and manage tickets directly within the platform. This ensures consistent documentation, clear ownership, and better visibility into open issues and response timelines. Learn more: Creating Tickets
Ticket Importer
The Ticket Importer enables bulk importing of support tickets from external systems or historical records. This supports smoother migrations, centralized reporting, and long-term visibility into merchant support history. Learn more: Ticket Importer
Operations & Support Best Practices
- Monitor alerts daily: Early visibility prevents escalation.
- Document consistently: Clear ticket and merchant notes improve resolution speed.
- Act proactively: Address processing drops and exceptions before merchants complain.
- Collaborate cross-functionally: Align with Sales and Risk teams for faster outcomes.
- Use data to prioritize: Focus efforts where financial or reputational risk is highest.