With the TSYS Merchant Real-Time Maintenance feature, you can update merchant account information, bank account changes, pricing and much more in real-time without leaving the CRM.

Your CRM is certified to the following commands which will allow your ISO to make real-time account changes:

 

To learn how the commands are used in the TurboApp and Helpdesk, please see our article on TSYS Wholesale Boarding API Usage.

 

Note that you will need the Edit Account Info permission enabled in your User Class in order to perform the updates:

 

 

You may perform the updates directly from the Merchant Details page, or from the Helpdesk. 

 

Updating TSYS Merchants from the Merchant Details page

In order to update the merchant's information from the Merchant Details page, open the Account Status tab, and click on the pencil icon next to the information that you wish to edit:

 

 

To add new equipment, click on the Add Equipment button at the bottom of the Account Status tab:

 

 

Depending on what type of information you're currently updating, a Helpdesk ticket with a matching ticket type will be automatically created.

For example, if you click on the pencil icon for the "DBA Name" information, then a new ticket will be automatically created with "TSYS -  Manage Demographics (Auto)" ticket type.

After editing and saving the new ticket, the merchant's TSYS information will be updated and the ticket's status will be set to Resolved. 

In order to view the outcome of the operation, you can check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

Updating TSYS Merchants from the Helpdesk

To update your merchant's information from the Helpdesk, follow these steps:  

1. Create a new Helpdesk ticket, select the merchant you wish to edit, select one of the TSYS ticket types, and submit the ticket.
2. Depending on which TSYS ticket type you selected, a corresponding form will be opened enabling you to edit the information for the selected merchant and save your changes.
3. After your changes are saved the ticket's status will be changed to Resolved and you can then check the ticket's comments in order to confirm that the selected maintenance operation was completed successfully.

 

There are several different types of TSYS tickets as shown in this screenshot:

 

 

Below is a quick description of each ticket type. 

 

TSYS -  Update DDA (Auto)

After you create a new ticket with the "TSYS -  Update DDA (Auto)" ticket type, the merchant's current DDA information will be shown as seen in this example:

 

 

To edit the information for a particular DDA account, click on the account in the table and a popup window will appear where you make your edits.

After editing each required DDA account, click Continue in order to apply the changes to the merchant's account: 

 

 

To view the outcome of the operation, check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

TSYS - Manage Demographics (Auto)

After you create a new ticket with the "TSYS -  Manage Demographics (Auto)" ticket type, the merchant's current demographic information will be shown as seen in this example:

 

 

In addition to the merchant's Basic Information, the following additional demographic information is shown and can be edited:

• General Information
• Owner Information
• Secondary Owner
• Company Information
• Risk Profile
• Card Type Information
• Tax Information

 

After editing the merchant's information click Update and the new changes will be saved:

 

 

To view the outcome of the operation, check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

TSYS - Funding Delay (Auto)

After you create a new ticket with the "TSYS -  Funding Delay (Auto)" ticket type, enter the desired credits and debits delays and click Update:

 

 

To view the outcome of the operation, check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

TSYS - Update DBA & Address (Auto)

After you create a new ticket with the "TSYS - Update DBA & Address (Auto)" ticket type, edit the DBA and address information and click Update:

 

 

To view the outcome of the operation, check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

TSYS - Update Status (Auto)

After you create a new ticket with the "TSYS - Update Status (Auto)" ticket type, select the new merchant status and click Update:

 

 

To view the outcome of the operation, check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

TSYS - Update American Express (Auto)

After you create a new ticket with the "TSYS - Update American Express (Auto)" ticket type, you will be able to perform one of three operations:

 

1. Update ESA Account Number
2. Convert to OptBlue
3. Disable Amex Acceptance

 

Here is an example screenshot:

 

 

To view the outcome of the selected operation, check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

TSYS - Update Pricing (Auto)

After you create a new ticket with the "TSYS - Update Pricing (Auto)" ticket type, select a merchant and click Add Ticket:

 

 

A new page is now shown where you can update the merchant's pricing. When you're done click the Update button:

 

 

To view the outcome of the operation, check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

 

TSYS - Add Equipment (Auto)

After you create a new ticket with the "TSYS - Add Equipment (Auto)" ticket type, select a merchant and click Add Ticket:

 

 

A new page is now shown where you can select the appropriate equipment. When you're done click Add Equipment.

 

 

To view the outcome of the operation, check the System comment in the created ticket which provides a description of the new changes as well as the TSYS response code:

 

 

You can also add new equipment by clicking on the Add Equipment button on the Account Status tab on the Merchant Details page: