VIP Merchant Issue Escalation Process

When a query comes in from a VIP merchant, we have an SLA (Service Level Agreement) of responding within 4 working hours. You’ll want to investigate the matter and see if we can resolve this, if so then this is handled within our first response.

If the query needs escalating e.g an amendment in the database that cannot be access by support, then we escalate this (to Roland or Conor) and then give a personal response to the merchant confirming we have identified the issue and escalated the matter. This gives a personal touch and allows them to feel heard. Then, once we get an update, we will follow up as soon as possible to confirm resolution in a swift manner.