Note: We use a Third Party Customer Service System which will be referred to as “[system]” from here on.
This article should help you get up to speed in how to set up Assembly’s white-labelled end user support for your customer. In order to set you up, we usually ask you the following requirements:
1. Your preferred payments service brand
This is where you decide on a name for your white-labelled payment service.
We usually see a variation of either “Acme Pay” or “Acme Payments”, but if that does not fit your company voice, feel free to improvise.
2. Your preferred subdomain
A subdomain is a unique identifier. Ideally, it should follow after your payments brand name. For example, acmepayments.[system].com. Your brand name would still be all yours to use in case you want your own subdomain.
Once this is done, an email address specific to our system will be subsequently created which will follow after the name of your subdomain: support@acmepayments.[system].com.
3. A 'payments' email address on your domain
This will be our contact point for your customers so we can work on any concern they may have e.g. email@example.com
We will then need to set up email forwarding, and there are two ways to do so:
Option 1: You will log into the ‘payments’ email address and set up email forwarding to the system-specific email (support@acmepayments.[system].com.). We will then be either sent an activation link, or a code which we’ll relay back to you.
Option 2: We will need the login details for your ‘payments’ email and set up forwarding ourselves. We will then notify you once this is done so you can change the login credentials to the ‘payments’ email.
Afterwards, we recommend setting up a Sender Policy Framework (SPF) so that all communication will appear as coming from firstname.lastname@example.org.
While SPF is completely optional and foregoing it will cause no serious issues on both ends, our responses will show as coming from gmailmarkup.[system].com without it set up.
During this stage, we will send you an article on how to set up SPF.
Once this is fully set up, all communication will now appear as to and from email@example.com. This way, our support should be fully white-labelled of your brand.
4. Information Transfer
We may at times need to contact your users to request identification in line with our KYC policies, and at the request of our merchant bank. This is to protect your platform and your customers from fraud, and mitigate risk.
For your customers to provide their identification documents to us (IDs, cards, passports, etc.), we use a secured file sharing system. This file sharing system will be branded under your name.
So that it reflects your brand, we will ask you to provide an image (2560x1600 pixels) that has your logo right-justified, and a name for the page which is displayed in the lower-right corner of the window.
5. Brand signature
Finally, we want to use the same signature as you to keep the experience of your customers consistent. If you use a certain format or structure, please let us know so we can copy it. If your signature includes an image, please provide us a copy so we can include it as well.
However, please bear in mind that due to the third party system’s limitations over signatures, we may not be able to replicate your exact signature. Instead, we may create a simplified version similar to ours.