Lunchbox Payments (Finix) Onboarding
Introduction
When a Restaurant Partner begins onboarding with Lunchbox, they will be provided instructions from their Lunchbox POC (Point of Contact) to submit merchant applications to accept credit card payments for Lunchbox Orders. Here is what that process looks like and what the Restaurant Partner need to know to successfully get all merchant agreements in place and access their Lunchbox Payments Dashboard.
Disclaimers
WARNING: If a location submits an application, but it is not approved within 90 days, a new onboarding form will be needed. Once the remediation notes are provided, please work swiftly to get complete it and be approved for payment.
Once you have been approved, you may begin processing! There is one piece you MUST complete within 90 days of being approved. This is your PCI compliance attestation. Thereafter, this will be required annually. If you fail to complete it within 90 days, your settlements may be disabled until you complete your attestation. By not completing it, you are putting Lunchbox out of their compliance parameters with their processing partners. This includes monthly fines until it has been remediated. This is why it is asked to be completed as soon as onboarding takes place.
ADDITIONAL WARNING: Submitted Merchant Applications expire after 90 days. If a location submits an application but doesn't start processing credit card transactions and complete the PCI compliance attestation within 90 days, the account is essentially canceled and the partner will need to re-submit the application and go through underwriting again.
ADDITIONAL WARNING: If a form is submitted and sits in an additional verifications needed queue for more than 30 Days then merchants will need to resubmit the application entirely. This integration has a 30-day SLA.
Onboarding Workflow
Lunchbox creates an onboarding form link/links on the Payment Dashboard and sends it/them to the customer.
IF a brand is using one MID with one bank account across multiple locations then the Lunchbox POC generates one link and has the restaurant partner fill it out.
IF a brand has multiple LLC's/Corporations then the Lunchbox POC has to generate a link PER LOCATION and the restaurant needs to fill out each link using the location-specific information. This is completed using a form shared with Finix to generate the links for the Lunchbox POC.
The Restaurant Partner completes the form/forms.
The underwriting process begins.
If there are discrepancies in the data provided, Lunchbox must inform the customer to provide the correct data.
If everything provided is correct, the customer will pass the underwriting process.
Lunchbox configures the merchant ID into the Lunchbox dashboard.
Lunchbox adds any restaurant admin users to their merchant dashboard.
Restaurant Admin adds additional users to the FInix Dashboards
Restaurant Partner fills out the MID Specific compliance forms on the Finix Dashboard
Completing the Merchant Agreement Form
The Lunchbox POC will send a pre-filled link for the Restaurant Partner to fill out the Merchant Agreement
See below for the sample form that a restaurant partner will fill out.
Guidance to Customer for Filling Out the Finix Form:
Note: When filling out the form's Processing Information & Volume Percentage Details customers adding in transaction amounts should only include Sales being processed through Lunchbox. These will not affect a restaurant partner's ability to process more than the amounts listed. This information is simply data being collected by Finix to get a profile on expected order volume by client.
Additional Notes: When verifying ownership and filling out information regarding the control person we need to put in all ownership with a percentage and these are verified using their social security number.
The control person is the individual who owns the business (sole proprietor) or is responsible for managing and controlling the business and has the highest percentage.
If there are multiple substantial owners, add every Control Owner and pass 1% as the Ownership Percentage.
You also need to provide the details of any beneficial owners. Beneficial owners own 25% or more of the business (up to 4 beneficial owners max).
When you have multiple owners with 25% or more using the checkbox you will be able to add the additional principles.
Business Details
American Express MID: only needed if they have a direct contract/relationship with AMEX (typically only enterprise brands of 100+ have this)
Discover MID: only needed if they have a direct contract/relationship with Discover (typically only enterprise brands of 100+ have this)
MCC: 5812
Processing Details
Max transaction amount: 10,000
Annual card volume: 100,000
Additional Details
Average card transfer amount: input average ticket size (if unknown, $25)
Average ACH transaction amount: $0
Annual ACH volume: $0
Card present %: 0%
Ecommerce %: 100%
Mail order / telephone order percentage: 0%
Business to business %: 0%
Business to consumer: 100%
Refund policy: No refunds
Form Workflow Sample
Additional Verification
Sometimes the Restaurant Partner will fail the validation process and a Lunchbox Team member will need to upload additional assets to the Finix Dashboard for verification. Below is a list of the following verification failure codes. This is indicated on the Merchant Account by a Rejected Onboarding State. See the example below.
WARNING: Additional verification documents may be required and can be uploaded by the restaurant partner using the Finix Dashboard. Once all required documents are uploaded the Lunchbox POC has to submit the Merchant Account for reverification. See the updated steps listed below.
Verification Errors
The following is a list of the Rejection Statuses and their Remediation Steps:
ID Verification Needed -
Remediation: Submit a valid Driver's License (front and back), State ID (front and back), or Passport. To submit these file(s), use our File Upload feature. After uploading the document, be sure to 'create verification' to re-submit the merchant application
Tax ID Verification Failed, Tax ID Verification Needed -
Remediation: Provide a scan of the restaurant operator's EIN Issuance Letter or Tax ID document and the SS4 to confirm the business entity EIN. To submit these file(s), use our File Upload feature. After uploading the document, be sure to 'create verification' to re-submit the merchant application
Bank Verification Needed - Ensure the account number, account holder name, and bank logo are clearly visible in the statement. Resubmit Bank Verification (bank statement or bank verification letter) to the link provided by Customer Service for the Merchant Resource (MUxx). After uploading the document, be sure to 'create verification' to re-submit the merchant application
Invalid Bank Routing Number -
Remediation: Provide the correct routing number associated with the bank account by creating new Payment Instrument and submitting a new Merchant Verification. Provide three months of bank statements showing bank account number, account holder name, and bank logo. This statement must verify that the bank account details belong to the business or control owner. Email Customer Service with the Merchant Resource (MUxx). Customer Service will follow up with a secure link to upload three months of bank statements.
Invalid Owner Data - The owner(s) information could not be verified.
Remediation: Verify and resubmit the information by updating the Identity and submitting a new Merchant Verification. Go to 'Actions' and 'create verification'
If owner data is wrong, most of the time it’ll be an incorrect SSN, so we confirm with a government issued ID the identity of the owner.
Invalid Owner Data - The owner(s) information could not be verified.
Remediation: Verify and resubmit the information by updating the Identity and submitting a new Merchant Verification. Go to 'Actions' and 'create verification' If owner data is wrong, most of the time it’ll be an incorrect SSN, so we confirm with a government-issued ID the identity of the owner.
The Lunchbox POC will gather and upload this info for the Restaurant Partner’s resubmission.
Submitting Verification Documentation
In order to complete this process a restaurant partner needs to be granted access to the Finix Dashboard for each restaurant individually. If you have not been granted access reach out to your Implementation Project Manager for assistance.
Step 1: Navigate to the finix dashboard and navigate to the location you are looking to verify and click the Files Tab
Step 2: Click the Upload File Button
Step 3: Type in the Name of the File
Step 4: Choose the Document Type you are uploading
Step 5: Drag and drop the file you are uploading into the uploader UI.
Step 6: Click Upload File
Step 7: Notify your Implementation Project Manager so that they can now create the verification.
Compliance Forms
Once the forms are complete, the Restaurant Partner must complete their PCI compliance forms.
Step 1: Finix generates the necessary compliance form when the Restaurant Partner is successfully onboarded.
Step 2: Lunchbox then grants the restaurant partner Admin access to their Finix Dashboard.
Step 3: The Restaurant Partner will then access the dashboard and navigate to 'Company' in the bottom left of the side nav bar.
Step 4: On the Company page, navigate to the 'Compliance' tab where a to-be-completed form record is listed.
Step 5: Click on the form's record and you will be navigated to the Compliance Form detail view page.
Step 6: Here you can view a PDF of the form by clicking the blue link seen below.
Step 7: Click 'Attest Compliance Form'
Step 8: Fill out...
Merchant Executive Name
Title
Checkoff the checkbox
Step 9: Click Attest
Once all merchant agreement and compliance forms have been submitted and completed properly, Lunchbox will be given Merchant Information to move forward and configure Payments in the Lunchbox Admin Dashboard for testing.