Best Practices for Onboarding a Merchant Account: The Agent’s Perspective

As a merchant services agent, onboarding isn’t just a formality — it’s your moment to prove your value, earn trust, and lay the groundwork for a long-term relationship. It speeds up approvals, reduces risk, and leads to happy merchants who stay if done correctly. Here’s a look at what great onboarding looks like, from your side of the table:

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1. Qualify the Lead Before You Submit

Not every business is a good fit. Ask the right questions before you waste time — or worse, get a decline that damages your credibility.

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Key Questions:

What’s your average ticket size and monthly volume?

Have you accepted cards before? Who was your last processor?

What equipment or software do you currently use?

Are you retail, eComm, mobile, or hybrid?

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Pro Tip: Google review sweep to identify red flags early.

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2. Collect a Clean, Complete Application

Underwriters hate messy or incomplete paperwork — and so do processors. Make it easy for everyone by ensuring:

-No blank fields on the app

-Valid ID, voided check, business license included

-SSN# and/or Federal Tax ID#

-Website or product information requested. Photos and/or information of current product provided if required

-Signatures are properly captured (preferably digitally) - If submitting via Jot Form, be clear and concise in each category listed.

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Bonus Tip: Use digital tools (like JotForm and Sign Now) to avoid delays and resends.

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3. Set the Right Expectations

Merchants don’t know what they don’t know — so you need to walk them through what happens next.

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Let them know:

-How long the approval process typically takes

-When equipment will ship or get installed

-What their funding timeline looks like

-How to avoid chargebacks and stay compliant

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Pro Tip: Send a short onboarding email or checklist they can refer back to.

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4. Stay Present During the Process

Don’t ghost your merchant after the app is submitted. Be their go-to guide.

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Best practices:

-Follow up within 24 hours of submission

-Update them when the app is “in review,” “approved,” or “pending docs”

-Jump in fast if the underwriter asks for clarification

**Your involvement makes the merchant feel supported — and gives you better visibility into the deal status.

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5. Support the Setup

Once approved, you’re not done — you're just getting started.

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Checklist ABCD's:

A. Confirm terminal delivery or software access

B. Help them run a test transaction

C. Walk through the dashboard, reports, and batching

D. Ensure PCI compliance is on their radar

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Your goal: Make them feel confident using the tools they just signed up for.

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6. Avoid Common Mistakes

-Rushing through the app and missing details

-Overpromising funding timelines or rates

-Submitting high-risk merchants without proper documentation

-Disappearing after the sale

**These will cost you referrals, chargebacks — or worse, terminated accounts.

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As an agent, you’re more than a salesperson — you’re a solutions expert. Onboarding is your time to prove that. When you help merchants start strong, they stay longer, refer more, and grow with you.

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