Merchant Onboarding: Submitting to the Processor and Recording Boarding

After the merchant signs, the signed application is submitted to the processor. Because the automated boarding connection is not yet live, a DrivenSuite employee submits the application manually. This guide covers that handoff.

The submission ticket

When the merchant signs, DrivenSuite creates a support ticket in the assigned agent's name titled for the merchant. This ticket is your worklist item for submission. Working from the ticket keeps every signed deal tracked and gives you one place to note the outcome.

Submitting the application

1. Open the submission ticket, or the merchant's Onboarding tab.
2. Download the signed application. It is attached to the lead or customer as a completed document.
3. Download the supporting documents (voided check, driver's license).
4. Log in to the correct processor portal:
5. CardConnect: submit through CoPilot.
6. Paysafe: submit through iAccess.
   Use the processor that was selected on the proposal.
7. Enter or upload the application and documents as that portal requires.
8. Submit for boarding.

Recording the result

Back in DrivenSuite:

1. On the Onboarding tab, mark the application Submitted and enter the processor's reference or confirmation number.
2. When the processor approves and issues a MID (merchant ID), enter the MID and mark the merchant Boarded.
3. Close the submission ticket with a short note of the outcome.

Recording the MID and boarded date does two things: it marks the merchant live in DrivenSuite, and, for deals brought in by an affiliate, it triggers that affiliate's commission tracking.

After boarding

• The customer is now a live merchant. Payment products and reporting reference the stored MID.
• The assigned agent continues to receive support and account notifications.
• Keep the signed application and documents on file for the retention period your processor agreements require.

When automated boarding goes live

When the CardPointe or CoPilot boarding API is enabled for this account, the manual download-and-submit step is replaced by direct submission from DrivenSuite. Everything before it, the MPA, PII security, proposal, and e-signature, stays the same, so the change is limited to this one step. Until then, manual submission is the supported path.

Next: Support and Troubleshooting.