CoPilot Ticketing 101

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CoPilot + MSC Ticketing

Your time is money — you shouldn't have to spend it trying to track things down. This self-service guide is intended to empower only our Retail ISO partners. Below we have summarized each CoPilot and Merchant Service Center (MSC) ticket type, along with necessary supporting documentation to service your portfolio and merchant needs. Whether you need to request maintenance on your merchant accounts, open an inquiry to your ISO Solutions Service Team or submit a work order in MSC, this will be your guide to understanding all ticket types available to you.

CoPilot Tickets

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
3rd Party Setups	Omaha Terminal/Download	Requests for Omaha frontend platform file builds	1 Business Day	Merchant
3rd Party Setups	Bank FIID Update	Requests to update Bank FIID on merchant account (Buypass-specific)	1 Business Day	Merchant
3rd Party Setups	Buypass TID/VAR - Add	Request for Buypass front end VAR Please note: TID requests should be submitted through the Orders tab	2 Business Days	Merchant
3rd Party Setups	Cardnet TID/VAR - Add	Request for Cardnet front end VAR Please note: TID requests should be submitted through the Orders tab	2 Business Days	Merchant
3rd Party Setups	Compass TID/VAR - Add	Request for Compass front end VAR Please note: TID requests should be submitted through the Orders tab	2 Business Days	Merchant
3rd Party Setups	Nashville TID/VAR - Add	Request for Nashville front end VAR Please note: TID requests should be submitted through the Orders tab	2 Business Days	Merchant

Primary Ticket Reason

Secondary Ticket Reason

Ticket Description

SLA

Ticket Level

Account Updates

Surcharge Setup

*Please Note: To enable Surcharge, a signed Merchant Surcharge Program Addendum must be attached to the ticket

Requests to enable Surcharging at the Merchant level*

2 Business Days for new setups
OR
the 1st of the following month for MIDs that have processing already in progress for the current month

Merchant

Account Updates

Surcharge Removal

Requests to disable Surcharging at the Merchant level

1st of the following month for MIDs that have processing already in progress for the current month

Merchant

Equipment Requests	SLA Details
CardPointe Gateway Terminals	If an order is placed by 3:00pm EST, it will be provisioned within CoPilot and the status will change to "Fulfilling" The orders provisioned prior to that time today will be exported and sent to FDHS The following morning, the orders are bulk imported into TASQ web At this point, FDHS has 48 hours to deploy the device Standard shipping is included in the price and is set by default to 2 days shipping Expedited shipping is defined as overnight shipping and an additional cost is added per device shipped
CardPointe Gateway Peripherals	If order is placed by 4:00pm EST, it will be provisioned within CoPilot and the status will change to "Fulfilling" The orders provisioned prior to that time today will be submitted into Tasq Web for fulfillment At this point, FDHS has 48 hours to deploy the device Standard shipping is included in the price and is set by default to 2 days shipping Expedited shipping is defined as overnight shipping and an additional cost is added per device shipped
Third Party Devices	Orders placed prior to 3:00pm EST cutoff and pending device file being built by Boarding will be submitted to TASQ web same day Once submitted there is a 48 hour SLA with the vendor on deploy Device will ship out the shipping priority specified within the ticket Device will be billed to partner credit card Price includes device cost only - shipping is an additional fee

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Clover Setups/Requests	Clover Menu	Requests to upload a merchant's menu to applicable Clover devices	2-3 Business Days	Merchant
Clover Setups/Requests	Clover Maintenance	Requests for Clover account and product maintenance	2 Business Days	Merchant
Clover Setups/Requests	Clover Parts and Accessories	Requests for Clover accessories post terminal purchase	Same Business Day (when submitted by 3:00pm EST)	Merchant
Clover Setups/Requests	Clover Returns	Buyer’s Remorse returns for Clover devices purchased through CoPilot	2 Business Days	Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
CardPointe Services	CardPointe Password/Registration Request	Requests CardPointe password resets and registration assistance	Same Business Day (when submitted by 3:00pm EST)	Merchant
CardPointe Services	CardPointe Equipment Return Request	Requests to return CardPointe suite of products	2 Business Days	Merchant
CardPointe Services	CardPointe Terminal/Gateway Support	Requests for general CardPointe Support on all CardPointe gateway related products and services	1-3 Business Days	Merchant
CardPointe Services	CardPointe Device Troubleshooting	Used for troubleshooting CardPointe Terminals and integrated gateway devices such as CardPointe Integrated Terminal, PanPad, etc.	1-3 Business Days	Merchant
CardPointe Services	Hosted Payment Page Inquiry	Requests for merchant setups with the CardPointe Hosted Payment Page	1-3 Business Days	Merchant
CardPointe Services	CardPointe Gateway Activation/Setup	Requests for setup on all CardPointe gateway related products and services	1-3 Business Days	Merchant
CardPointe Services	CardPointe Supplies (R.ISO)	Requests for paper and supplies/accessories specific to the CardPointe suite of products	Same Business Day (when submitted by 3:00pm EST)	Merchant
CardPointe Services	Add CardPointe Gateway	CardPointe Support ticket for adding all gateway related products and services	2 Business Days	Merchant
CardPointe Services	Production Credentials	Requests for live API production credentials	Same Business Day (when submitted by 3:00pm EST)	Merchant

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	SLA	Ticket Level
Account Updates	AliPay Enablement	Requests to enable Alipay	2 Business Days	Merchant
Account Updates	Bank Account Change	Requests to change merchants’ bank accounts (Deposits/Fees/Both)	2 Business Days (when submitted by 5:00pm EST)	Merchant
Account Updates	DBA Name Change	Requests to update merchant's Doing Business As (DBA) name	2 Business Days	Merchant
Account Updates	Demographic Change	Requests to update DBA and mailing address, phone #’s, email, and descriptor updates for credit card holder’s statements	2 Business Days	Merchant
Account Updates	Entitlement Update	Requests to enable/disable card types acceptance such as Amex, Discover, Wex, etc.	2 Business Days (when submitted by 5:00pm EST)	Merchant
Account Updates	Funding/Billing Frequency Changes	Updates to the frequency in which fees get charged (Monthly or daily)	2 Business Days	Merchant
Account Updates	Legal/Tax ID	Requests to make updates to merchant’s Legal name and/or Tax ID information	2 Business Days	Merchant
Account Updates	MCC / SIC Update	Requests to make updates to merchant’s MCC	2 Business Days	Merchant
Account Updates	Transarmor	Requests for Transarmor Setup	1 Business Day	Merchant
Linking/Chaining Requests	Clientline Chaining	Requests to link multiple merchant accounts for Clientline reporting purposes	2 Business Days	Merchant
Linking/Chaining Requests	CoPilot/CardPointe Linking	Requests to link multiple merchant accounts for CoPilot/CardPointe reporting purposes	1-3 Business Days	Merchant

CoPilot Service Ticketing

The below tickets will display a prefix of "Service Request:" in CoPilot and will be routed directly to your CSA/ISO Solutions Service team.

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
Platform Inquiries	Buypass	Requests for BuyPass setup questions, entitlement research or general BuyPass inquiries	Merchant + Partner
Platform Inquiries	GGe4/Payeez/Compass	Requests for platform setup questions, entitlement research or general GGe4/Payeez/Compass inquiries	Merchant + Partner
Platform Inquiries	Nashville	Requests for Nashville setup questions, entitlement research or general Nashville inquiries	Merchant + Partner
Platform Inquiries	North (Cardnet)	Requests for North setup questions, entitlement research or general North inquiries	Merchant + Partner
Platform Inquiries	Omaha	Requests for Omaha setup questions, entitlement research or general Omaha inquiries	Merchant + Partner

Requests for product setups and product setting and/or functionality related inquires

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
Product Setup/Settings/Functionality	AccessOne	Merchant + Partner
Product Setup/Settings/Functionality	Client Line/eIDS approvals	Merchant + Partner
Product Setup/Settings/Functionality	Client Website (FDC)	Merchant + Partner
Product Setup/Settings/Functionality	Clientline	Merchant + Partner
Product Setup/Settings/Functionality	Clover Cash Advance	Merchant + Partner
Product Setup/Settings/Functionality	Dispute Manager/EIDs	Merchant + Partner
Product Setup/Settings/Functionality	FD Leasing	Merchant + Partner
Product Setup/Settings/Functionality	FDHS (TASQ)	Merchant + Partner
Product Setup/Settings/Functionality	FDPOS Management	Merchant + Partner
Product Setup/Settings/Functionality	First Deploy	Merchant + Partner
Product Setup/Settings/Functionality	GDS (Global Download)	Merchant + Partner
Product Setup/Settings/Functionality	Gift Card	Merchant + Partner
Product Setup/Settings/Functionality	Infosec Mainframe Set Up	Merchant + Partner
Product Setup/Settings/Functionality	Merchant Manager	Merchant + Partner
Product Setup/Settings/Functionality	MSA North	Merchant + Partner
Product Setup/Settings/Functionality	MSO	Merchant + Partner
Product Setup/Settings/Functionality	VPN	Merchant + Partner
Product Setup/Settings/Functionality	Wilmington Set ups	Merchant + Partner
Product Setup/Settings/Functionality	CoPilot/CardPointe	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
Clover	Billing	Requests for Clover billing errors or refunds	Merchant + Partner
Clover	General Product Questions	Requests for serial numbers, device, demo and bundling inquiries	Merchant + Partner
Clover	Returns	Requests for call tags, Buyer’s Remorse, or claims for incorrect equipment received	Merchant + Partner
Clover	Shipping	Requests to confirm or edit shipping addresses, status of shipment inquires	Merchant + Partner
Clover	Swaps	Requests for warranty status on devices	Merchant + Partner
Clover	Tracking	Requests to obtain tracking information	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
ISO Information	Additional Hierarchy Setups (Agent)	Requests for agent setups, changes, and status updates	Partner Only
ISO Information	Alerts/Bulletins	Requests for information on Partner alerts and bulletins sent out	Partner Only
ISO Information	ISO Address Changes/NOC	Requests to update mailing address	Partner Only
ISO Information	ISO DDA updates	Requests to update ISO bank account on file	Partner Only
ISO Information	ISO Email Address Change	Requests to update email address on file	Partner Only
ISO Information	Merchant Statement Message	Requests to update the merchant statement message	Partner Only
ISO Information	MPA Branding/Logo Request	Requests to co-brand partner logo on the MPA	Partner Only
ISO Information	Residuals/ISO Billing	Requests for review or reconciliation of residuals	Partner Only
ISO Information	Statement Branding	Requests to co-brand partner logo on the merchant statement	Partner Only
ISO Information	Training Request	Inquiries for continued education on various business-related topics	Partner Only
ISO Information	Sales Rep ID Request	Requests for Salesman ID creation used for residual/PASO reporting	Partner Only
ISO Information	CoPilot Sales Code Request	Requests for CoPilot sales code creation used for CoPilot boarding, equipment ordering and account maintenance	Partner Only
ISO Information	CoPilot Profile Maintenance	Requests for updates to your Customer Service phone number, email address or website	Partner Only

Requests for reporting setup assistance, report reviews and report pulls

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
Report Pull/Inquiry/Setup	File/Transmission Requests	Merchant + Partner
Report Pull/Inquiry/Setup	General Reporting Requests	Merchant + Partner
Report Pull/Inquiry/Setup	Impact Report Requests	Merchant + Partner
Report Pull/Inquiry/Setup	MASS Requests	Merchant + Partner
Report Pull/Inquiry/Setup	Reporting Setups	Merchant + Partner

Requests for program setups and maintenance

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
ISO Merchant Programs	Card Account Updater (CAU) General Inquiries	Merchant + Partner
ISO Merchant Programs	Cash Advance	Merchant + Partner
ISO Merchant Programs	Convenience Fees	Merchant + Partner
ISO Merchant Programs	Debt Repayment	Merchant + Partner
ISO Merchant Programs	SIGIS	Merchant + Partner
ISO Merchant Programs	Surcharge	Merchant + Partner
ISO Merchant Programs	Visa Utility	Merchant + Partner

Please Note: These requests will be opened to you by your CSA, outlining action needed for resolution

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
Industry/Compliance	Amex Rejects	Merchant + Partner
Industry/Compliance	Compliance Inquiries	Merchant + Partner
Industry/Compliance	Data Integrity	Merchant + Partner
Industry/Compliance	Discover IIN Failures	Merchant + Partner
Industry/Compliance	Excessive Card	Merchant + Partner
Industry/Compliance	Industry Inquiries	Merchant + Partner
Industry/Compliance	MC Consumer Loan	Merchant + Partner
Industry/Compliance	Visa Limited Acceptance Program	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
PCI Compliance	3rd Party PCI Program	Requests related to non-Fiserv issued compliance programs	Merchant + Partner
PCI Compliance	Set Ups and Fees	Requests for PCI fee updates and setups	Merchant + Partner
PCI Compliance	TransArmor/Clover Security	Requests related to Fiserv issued compliance program	Merchant + Partner

Primary Ticket Reason	Secondary Ticket Reason	Ticket Description	Ticket Level
Pricing/Fee Inquiries	Early Termination Fee Request (Omaha)	Requests for early termination fee billing on Omaha only	Partner Only
Pricing/Fee Inquiries	General Inquiries	Requests for general pricing inquiries	Partner Only
Pricing/Fee Inquiries	MFC Grid (Omaha)	Requests for MFC grid setups or maintenance	Partner Only
Pricing/Fee Inquiries	North Refund Request (GAFs)	Requests for refund on the North platform (Partners should use this ticket for any GAF requests, including miscellaneous adjustments.)	Partner Only
Pricing/Fee Inquiries	Omaha Merchant Refund Request	Requests for refund on the Omaha platform	Partner Only
Pricing/Fee Inquiries	Special Processing/TLR (North)	Requests for transaction level reversals and/or special processing on the North	Partner Only
Pricing/Fee Inquiries	Special Processing/TLR (Omaha)	Requests for transaction level reversals and/or special processing on the Omaha	Partner Only
Pricing/Fee Inquiries	UDG Grid One Time Fee (Omaha)	Requests for one-time User Define Grid setups	Partner Only

Requests to review merchant credits and debits, adjustments, deposits and settlement and transaction research

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
Funding/Transaction Research	ACH Rejects/NACHA	Merchant + Partner
Funding/Transaction Research	Adjustment Research	Merchant + Partner
Funding/Transaction Research	Auth Code Research	Merchant + Partner
Funding/Transaction Research	Batch Inquiry	Merchant + Partner
Funding/Transaction Research	Collections/MBM/CARS	Merchant + Partner
Funding/Transaction Research	Full Card Number Requests (20 or less)	Merchant + Partner
Funding/Transaction Research	Funding (Missing, Verification, Delayed)	Merchant + Partner
Funding/Transaction Research	Interchange/Downgrades	Merchant + Partner
Funding/Transaction Research	Levy Inquiry	Merchant + Partner
Funding/Transaction Research	PTS Rejects	Merchant + Partner
Funding/Transaction Research	Security/Risk	Merchant + Partner
Funding/Transaction Research	Transaction Rejects	Merchant + Partner

Requests for rushes, status updates, rejection review, and assistance on form completion

Primary Ticket Reason	Secondary Ticket Reason	Ticket Level
MSC (Merchant Service Center)	BAM Uploads	Merchant + Partner
MSC (Merchant Service Center)	Complete Forms (How-To)	Merchant + Partner
MSC (Merchant Service Center)	Rejects	Merchant + Partner
MSC (Merchant Service Center)	Rush Request	Merchant + Partner

MSC (Merchant Service Center)

Purpose	Platform	Category	Work Order Type	Required Forms	SLA
Rate + Fee Updates	North + Omaha	Banking, Funding + Rates/Fees	Rates + Fees	North: Boarding and Maintenance Form Omaha: Miscellaneous Fees + Grid Form	48 Hours
Pricing Type Updates	Omaha	Banking, Funding + Rates/Fees	Omaha Pricing Type	Omaha: Pricing Update Request Form	48 Hours
Merchant Brand Fee Updates	Omaha	Banking, Funding + Rates/Fees	Rates + Fees	Omaha: Merchant Brand Fee Form	48 Hours
ACH Reject/NACHA	North + Omaha	Banking, Funding + Rates/Fees	ACH Reject	Bank documentation or DDA Update Form may be required.	48 Hours

Purpose	Platform	Category	Work Order Type	Required Forms	SLA
Gift Cards: New Merchant	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (Order)	(Choose One) Gift Card To-Go Application Standard Card Application Customer Card Application	48 Hours
Gift Cards: Additional/Multiple Locations	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (Order)	Gift Card Application Additional Locations Form	48 Hours
Gift Cards: Additional/Multiple Locations (No Order)	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (No Order)	Gift Card Application Additional Locations Form	48 Hours
Gift Cards: DDA Account Update (No Order)	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (No Order)	Gift Card Application Additional Locations Form	48 Hours
Gift Cards: Bank Change Affiliation	North + Omaha	Services + Payment Processing	Gift Card Bank Affiliation Change	Gift Card Application Gift Card Setup Form Bank Affiliation Change Form	48 Hours
Gift Cards: Bank Change Affiliation (No Order)	North + Omaha	Services + Payment Processing	Gift Card Stand Alone Bank Affiliation	Gift Card Application Gift Card Setup Form (Standard, Custom or Gift Card 2 Go needed for pricing) Bank Affiliation Change Form	48 Hours
Gift Cards: Cancellation/Reinstatement	North + Omaha	Services + Payment Processing	Gift Card Stand Alone (No Order)	Gift Card Cancellation + Reinstatement Form	48 Hours

Purpose	Platform	Category	Work Order Type	Required Forms	SLA
Cancellation	North	Merchant Account Update	Cancellation	North: Cancellation + Reinstatement Form	48 Hours
Cancellation	Omaha	Merchant Account Update	Cancellation	Omaha: Cancellation, Reinstatement + Seasonal Form	48 Hours
Reinstatement	North	Merchant Account Update	Reinstatement	North: Cancellation + Reinstatement Form	48 Hours
Reinstatement	Omaha	Merchant Account Update	Reinstatement	Omaha: Cancellation, Reinstatement + Seasonal Form	48 Hours

CoPilot Ticket Descriptions

To help you accurately choose the correct CoPilot ticket type when creating a new request, visit firstdataclients.com/green/CoPilot/default.aspx for a detailed summary of each CoPilot ticket type.

CoPilot + MSC Ticketing

CoPilot Tickets

Underwriting

Boarding

Surcharging Program

CoPilot Deployment SLA’s

Clover

CardPointe Support

BluePay Gateway

Account Maintenance

CoPilot Service Ticketing

General Credit Underwriting Inquiries

General Boarding Questions

General Platform Inquiries

Product Setup, Settings + Functionality

Software, Terminal + Gateway Questions

Clover

Gift Cards

Headquarter + Chain Requests

ISO Information

Password Resets

Report Pull/Inquiry/Setup

ISO Merchant Programs

Industry + Compliance

PCI Compliance Programs

Pricing + Fee Inquiries

Funding + Transaction Research

IRS, Backup Withholding + 1099 Inquiries

Chargeback + Retrieval Inquiries

Statement Inquiries

MSC (Merchant Service Center)

MSC (Merchant Service Center)

MSC Client Access Guide

Clover Security Bundles

Clover Care

Rate, Fee + Pricing Updates

Seasonal Holds

Chaining

Gift Cards

Account Cancellation + Reinstatement

CoPilot Ticket Descriptions

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