Disposition Guidelines

To ensure consistency across your retention efforts, please use the following definitions when marking merchant dispositions:

1. Contacted

Use this when the end user has reached out to the merchant, but the merchant has not yet responded or engaged in a conversation.

Use when:

• An email, call, or message has been sent
• The merchant has not replied or engaged in discussion
• You're awaiting first response

2. Unresolved

Select this when a merchant has responded and an issue has been identified, but there is no resolution yet. Either the solution is pending, rejected, or stalled.

Use when:

• The merchant is engaging
• A problem is confirmed
• No solution has been implemented or accepted

3. Saved

Mark this when the merchant was at risk of churning, an issue was identified, and a solution was successfully implemented that resolved the problem.

Use when:

• There was a real risk of churn
• A problem was confirmed
• A fix was delivered and the merchant remained active

Only this disposition is counted as a “save” in performance metrics.

4. No Issue

Use this when the merchant was flagged as at-risk, but after outreach, no actual issue or concern was identified.

Use when:

• The merchant is happy and has no complaints
• The flag was triggered by data but there’s no action needed
• No risk of churn was found upon contact

5. Churned

Select this when the merchant confirms they are leaving or have already stopped processing, with no opportunity for recovery.

Use when:

• The merchant explicitly says they are moving on
• The account has been closed
• No retention action is possible