---
title: Partner Support and Escalation Guide
description: Learn when to contact Cashflow.io support, what details to include, and how to prioritize partner or merchant issues.
---

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1. [Knowledge Base](https://support.cashflow.io/?hsLang=en)
2. [Partners](https://support.cashflow.io/partners?hsLang=en)
3. [Partner Setup and Operations](https://support.cashflow.io/partners?hsLang=en#partner-setup-and-operations)

# Partner Support and Escalation Guide

## In this article, you will learn when partners should contact Cashflow.io support and what information to include in a support request. Use this guide when a merchant needs help, an onboarding item is blocked, or a partner question requires Cashflow.io review.

### **Issues partners should escalate**

Partners should escalate issues such as:

- Merchant cannot access account
- Payment failed
- Processor or gateway issue
- KYC/AML document issue
- Merchant account approval delay
- Integration issue
- Billing or pricing concern
- Commission or referral question

### **Information to include in a support request**

When contacting support, include:

- Partner name
- Merchant name
- Merchant contact
- Issue summary
- Screenshots, if applicable
- Transaction ID, if applicable
- Processor or gateway involved
- Urgency
- Desired outcome

### **Escalation priority levels**

**Critical**

Use Critical when payment processing is down or there is a major merchant issue.

**High**

Use High when onboarding is blocked or there is a time-sensitive payment issue.

**Normal**

Use Normal for product questions, setup requests, or reporting questions.

**Low**

Use Low for general inquiries or training requests.

### **Partner support vs. merchant support**

Partners may help merchants with basic guidance when the issue is related to the partner relationship, referral status, or general onboarding coordination.

Cashflow.io should be involved when the issue relates to account access, payment failures, processor or gateway setup, KYC/AML documentation, billing, pricing, integrations, or other items requiring Cashflow.io review.

### **Before escalating**

**Step 1:** Confirm the merchant name and contact information.

**Step 2:** Confirm what the merchant was trying to do.

**Step 3:** Collect screenshots, if applicable.

**Step 4:** Collect the transaction ID, if applicable.

**Step 5:** Confirm whether a processor or gateway is involved.

**Step 6:** Submit the support request with the correct urgency level.

### **Additional resources**

Partners can also refer to:

- Cashflow.io Knowledge Base
- Contact Support
- Cashflow.io Website
- Account Details and Configuration
- Add and Manage Team Members
- Edit Receipt Information

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- [Partners](https://support.cashflow.io/partners?hsLang=en#main-content)

    - [Partner Setup and Operations](https://support.cashflow.io/partners?hsLang=en#partner-setup-and-operations)
    - [Merchant Referrals](https://support.cashflow.io/partners?hsLang=en#merchant-referrals)
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