Merchant services
Onboarding, Training & Ongoing Support
Every BSV merchant gets a named onboarding specialist for setup and staff training, then U.S.-based support for the life of the account. You reach a person who knows your configuration instead of restarting with a call center.
Support channels and hours may vary by processor and program.
Talk to a payments specialist
Tell us about your business and we'll follow up with next steps. No obligation.
What you get
Named onboarding specialist
One person owns your setup from paperwork through the first live batch.
Staff training
Hands-on walkthroughs for cashiers, managers and back office, plus quick-reference material.
U.S.-based support
Phone and email support for terminal, batching, reporting and settlement questions.
Replacement coordination
If hardware fails, we coordinate the replacement and reprogramming with your processor.
Account reviews
Periodic reviews of statements, fees and configuration as your volume and business mix change.
Dispute assistance
Help assembling documentation for chargeback responses and retrieval requests.
Included in the setup
- Configuration of items, taxes, tips, users and permissions before delivery
- On-site or remote installation depending on location and equipment
- Live training session with your staff and a written cheat sheet
- Direct contact details for your specialist, not a general queue
- Assistance with batching, settlement and reporting questions
- Ongoing statement reviews at your request
How the process works
- 1
Welcome and configuration
After approval, your specialist collects menu or catalog details and programs the equipment.
- 2
Install and train
We set up the hardware, connect peripherals, and train your team on daily operations and closeout.
- 3
Ongoing care
You keep the same contact for questions, changes, added locations and periodic account reviews.
What onboarding actually covers before your first sale
Onboarding starts once your account clears underwriting, and the work happens in a specific order: your specialist collects your item or service catalog, tax rules, tip and service-charge policy, and staff roles before any hardware ships or gets activated. That sequencing matters — a terminal or POS configured before the catalog is finalized usually needs re-programming, which is the kind of rework a named specialist is meant to prevent.
Installation is either on-site or remote depending on your location and equipment, followed by a live training session where your staff walks through real transactions: a normal sale, a split tender, a return, a manager override, and a closeout batch. We leave a written quick-reference sheet at the register because the training session covers more than any new hire retains in one sitting.
Who benefits most from a named specialist versus a general queue
A single-location retailer with simple, stable operations may rarely need more than the initial setup and occasional statement review. Multi-location operators, restaurants with staff turnover, and any business adding services, menu items or locations over time get more value from continuity — the same person who set up your account already knows your configuration, so a change request doesn't start with re-explaining your business.
The clearest sign support quality matters is what happens when something breaks during business hours: whether you're troubleshooting with a person who knows your setup, or starting from zero with a general call-center queue that has to look up your account before it can help.
What we review during an account check-in
Periodic reviews look at your statement for pricing or fee changes, your configuration against how your business has evolved (new items, new locations, new payment types), your chargeback and dispute history, and whether your equipment is still under warranty or approaching end-of-life. The most common gap we find is a business that has added an online store, a second location or a new payment type without updating the underlying account setup to match — which is usually the source of reporting that no longer reconciles cleanly.
What's included at each stage
| Stage | What happens | Who's involved |
|---|---|---|
| Onboarding | Catalog, tax, tip and user configuration before hardware activation | Your named specialist |
| Install & train | On-site or remote setup, live staff training, written cheat sheet | Specialist plus your team |
| Ongoing support | Batching, reporting, settlement and troubleshooting questions | Direct contact, not a general queue |
| Account review | Statement, configuration and dispute-history checkups as your business changes | Specialist, on request or periodically |
Frequently asked questions
Who do I call when something goes wrong?
You contact your BSV specialist directly. For issues that sit with the processor or hardware manufacturer, we open and track the case on your behalf rather than handing you a phone number.
Is training included with a new POS?
Yes. Setup includes a live training session for your staff, plus reference material they can keep at the register. Additional sessions are available as you hire.
What happens if my terminal stops working?
We troubleshoot with you first, then coordinate a replacement and reprogramming with the processor if the device is faulty. Replacement handling depends on the equipment program and warranty terms in place.
Do you help with chargebacks?
We help you understand the notice, assemble supporting documentation and submit a response by the deadline. Outcomes are decided by the card networks and issuing banks.
What happens during onboarding before I ever process a sale?
Your specialist collects your item or service catalog, tax and tip rules, and staff roles, then configures the equipment before it ships or activates. This order matters because a device configured before your catalog is final usually needs to be reprogrammed later.
Can support help if I add a second location later?
Yes. The same specialist who set up your original account can scope a new location, replicate settings where it makes sense, and adjust reporting so multi-location numbers roll up cleanly.
What if my staff turns over and new employees need training?
Additional training sessions are available as you hire. We'd rather train a new cashier properly than have them learn the register by trial and error during a rush.