.Change Requests are vital to managing and updating your account information within the Payrix Portal. The term “Change Requests” refers to an entity updating their bank account information, manually (without using Plaid), that is required to submit documentation to support the validity of their new bank account info.
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Referrers and Merchants often need to make changes to their bank account information. The Change Request process allows manually added account information to be submitted with documentation to support the change during risk analysis.
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Note: Referrers have the ability to can submit Change Requests on behalf of Merchants. This includes:
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Front End User Interface for Facilitators
We recommend that Facilitators take additional steps to map and configure their front-end user interface (UI) to maximize user (Merchant) transparency and minimize communication times. Read more about these specific tips below:
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We recommend Facilitators that use the Change Requests workflow above with an API integration to incorporate the following into your front-end user interface development: Tip: Display Change Request Messages
Tip: Real-Time Status Updates
Tip: Communicate Decline Reasons
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To learn more about the specifics of adding or updating a bank account, see our Account MaintanenceMaintenance articles: |
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While Merchants can submit their own Change Requests, Referrers have the unique ability to log in as the Merchant and submit Change Requests on behalf of a Merchant. Submit a Change Request for bank account information by following the steps below: Step 1: Navigate to the Banking tab and click the ADD NEW ACCOUNT button using one of the Portal pages below:
Step 2: If Plaid is unavailable for any reason, click ADD ACCOUNT MANUALLY. This will display the message below. Then, click Continue.
Step 3: Upload any supporting document(s) and click Save. The bank account change request process requires a valid document upload to add a new account or change account and routing numbers for existing accounts. Valid supporting documents include:
Step 4: Once the change is made the Merchant or Referrer is provided the below message. Click Done to finish submitting the Change Request.
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Use the following API call to retrieve a pre-existing Change Request and view its status: URL & Method
Search Query
Headers
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As a Referrer or Merchant, there may be scenarios where validating previously submitted Change Requests may be helpful for auditing purposes.
The processes outlined below will demonstrate how to view or retrieve information about your previous Change Requests:
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Step 1: Create the Change Request URL & Method
Headers
Example Request Body
Example Response
Step 2: Upload Supporting Documentation URL & Method
Path Parameters
Headers
Response Parameters
name
| Custom name for your document upload. Required
Required
string Required
Example Request Body
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Parameter | Type | Required | Description | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
uuid | string | Required | Unique identifier of the document | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
name | string | Required | The name of the document | description | string | A random description of the document | |||||||||||||||||||||||||||||||||||||||||||||||||||||
type | string | Required | The document type (Driver License, etc) | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
ownership | string | Required | The owner of the document (facilitator, referrer or merchant) | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
status | Enum | Required | Reviewed / Not reviewed | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
CreatedAt | number | Required | Timestamp of when the Document is created | ExpiresAt | number | Timestamp for the S3 Upload URL and the database item TTL |
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{
"uuid": "{{UUID}}",
"name": "Void Check",
"description": "Void Check for bank account change - 9/30/23",
"type": "Bank Document",
"status": "Not Reviewed",
"ownership": "referrer",
"createdAt": "createdAt",
"downloadUrl": "<<Presigned Download URL>>"
} |
After submitting your Change Request, risk analysts from the Payrix platform (or your associated platform Facilitator) will conduct a review of the submitted account information and supporting documentation.
This submission will be Approved, meaning a manual review was conducted and the information submitted was validated and accepted; or Declined, followed by:
a note added to the Referrer or Merchant account, and;
an email to the user that submitted the Change Request with more detail explaining the review result and reason.
Read more about Declines below.
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title | More on Declines |
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Declines can occur for one of the following reasons:
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Decline Reason
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Description
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Unable to validate
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The information provided doesn't allow risk analysts to validate your information.
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No Response
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Analysts have followed up with additional questions and received no response.
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Invalid Document
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The document provided for review was not sufficient.
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Unable to read
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The document provided was unreadable.
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Expired Document
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The document provided has expired.
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Other
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Custom reason, filled out by reviewing Risk Analyst as needed.
These declines will be accompanied by a note added to your account from the reviewer.
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As a Referrer or Merchant, we understand that having a validated and ready-to-use bank account is critical to the operations of any business.
When submitting a Change Request for your existing bank account (or manually adding a new bank account), the waiting period can take up to 5 business days.
To provide clarity into the risk analysis process, we’ve introduced the Pending Change Requests queue to make sure you’re constantly informed about the status of your Change Request.
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title | Click here to see steps to view or cancel your Pending Change Requests in the Portal. |
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Step 1: Navigate to the Banking tab using one of the Portal pages below:
Your primary Referrer or Merchant Portal Account Profile page, or;
Your desired Merchant’s Profile page.
Step 2: Look for your previously submitted Change Request to be listed under Pending Change Requests.
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Pending Change Requests Column Name
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Description
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Fields
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The fields you’re changing.
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New Value
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The updated field values you’re changing (account and routing numbers).
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Date
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The date you requested the change.
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Status
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The review status of your Change Request.
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The “Status” field will display the current risk analysis review step in the process. |
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Pending Change Request Status
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Description
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Manual Review
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Your Change Request has been submitted and is still under risk analysis review.
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Approved
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Your Change Request was reviewed and approved.
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Declined
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Your Change Request was reviewed and declined. \
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Note: You can cancel your Change Request at any time while in “Manual Review” status by clicking the cancel button (red “X”) on the right-hand side of any Pending Change Request listing. |
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After submitting your Change Request, risk analysts from the Payrix platform (or your associated platform Facilitator) will conduct a review of the submitted account information and supporting documentation.
This submission will be Approved, meaning a manual review was conducted and the information submitted was validated and accepted; or Declined, followed by:
a note added to the Referrer or Merchant account, and;
an email to the user that submitted the Change Request with more detail explaining the review result and reason.
Read more about Declines below.
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Declines can occur for one of the following reasons:
These declines will be accompanied by a note added to your account from the risk reviewer. |
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View Your Pending Change Requests
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As a Referrer or Merchant, we understand that having a validated and ready-to-use bank account is critical to the operations of any business.
When submitting a Change Request for your existing bank account (or manually adding a new bank account), the waiting period can take up to 5 business days.
To provide clarity into the risk analysis process, we’ve introduced the Pending Change Requests queue to make sure you’re constantly informed about the status of your Change Request.
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Step 1: Navigate to the Banking tab using one of the Portal pages below:
Step 2: Look for your previously submitted Change Request to be listed under Pending Change Requests.
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Use the following API call to retrieve a pre-existing Change Request and view its status: URL & Method
Search Query
Headers
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View Your Change Request History
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As a Referrer or Merchant, there may be scenarios where validating previously submitted Change Requests may be helpful for auditing purposes.
The processes outlined below will demonstrate how to view or retrieve information about your previous Change Requests:
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Step 1: Click the Profile tab on the Portal Dashboard. Step 2: Click the Change Request History tab to see all listed Change Requests. The Change Request History tab will display a list of all Change Requests submitted, whether pending, approved, or declined.
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Step 1: Click the Profile tab on the Portal Dashboard. Step 2: Click the Change Request History tab to see all listed Change Requests. The Change Request History tab will display a Use the following API call to retrieve a complete list of all Change Requests submitted, whether pending, approved, or declined. | ||||||
Pending Change Requests Column Name | Description | |||||
Fields | The fields you’re changing. | |||||
New Value | The updated field values you’re changing (account and routing numbers). | |||||
Date | The date you requested the change. | |||||
Status | The review status of your Change Request. |
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The “Status” field will display the current risk analysis review step in the process. |
Pending Change Request Status
Description
Manual Review
Your Change Request has been submitted and is still under risk analysis review.
Approved
Your Change Request was reviewed and approved.
Declined
Your Change Request was reviewed and declined.
title | Click here to see steps for viewing all of your Change Request History. |
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Use the following API call to retrieve a complete list of all Change Requests for your Login:
URL for your Login:
URL & Method
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GET https://apiv2.stage.payrix.com/changeRequests/ |
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entity[equals]=t1_ent_6465433f7c283cbc472a771&deleted[exact]=null&model[equals]=accounts |
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Content-Type:application/json
APIKEY:{{private_api_key}} |
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URL & Method
Path Parameters
Search Query
Headers
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GET https://apiv2.stage.payrix.com/logins/{id} |
Path Parameters
Parameter
Description
{id}
The Login (User) ID of the business owner for the entity.
Search Query
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?expand[analyzedChangeRequests][] |
Headers
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Content-Type:application/json
APIKEY:{{private_api_key}} |
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As a Facilitator, enabling (or disabling) Referrers' and Merchants' ability to submit Change Requests using this workflow is important for testing and troubleshooting.
The processes outlined below demonstrate how to enable the Change Request queue and API functionality from the Partition level (your entire portfolio) or Division Level (manually grouped sets of entities):
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Step 1: Navigate to one of the following pages below and click the Change Management Setup tab:
Step 2: Toggle the Change Management switch to “Enabled” to complete the Change Management Queue for your desired Partition or Division. |
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Use the following API call to enable the Change Request Queue: URL & Method
or
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Enable the Change Management Queue
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As a Facilitator, enabling (or disabling) Referrers' and Merchants' ability to submit Change Requests using this workflow is important for testing and troubleshooting.
The processes outlined below demonstrate how to enable the Change Request queue and API functionality from the Partition level (your entire portfolio) or Division Level (manually grouped sets of entities):
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Step 1: Navigate to one of the following pages below and click the Change Management Setup tab:
Step 2: Toggle the Change Management switch to “Enabled” to complete the Change Management Queue for your desired Partition or Division. |
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Use the following API call to enable the Change Request Queue: URL & Method
or
Headers
Body Parameters
Example Request Body For Partition
For Division
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As a Facilitator, seeing high-level data about Change Requests submitted by business (entity) owners in your portfolio is crucial to observing and quickly responding the those requests. We’ve compiled all past and current Change Requests into an independent tab of the Risk Management page.
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Division
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Viewing Your Change Requests Queue
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As a Facilitator, seeing high-level data about Change Requests submitted by business (entity) owners in your portfolio is crucial to observing and quickly responding the those requests. We’ve compiled all past and current Change Requests into an independent tab on the Risk Management page.
The Change Request Queue will allow you to filter through requests, quickly respond after risk review, and sort based on date to ensure you’re responding in the order of requests received.
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From the Change Requests Queue, you can:
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The process below will outline how to access the Change Requests Queue in the Portal:
Navigate to the Risk Management page.
Click Change Requests in the page tabs (located directly below the “Risk Management” page title).
API-based users looking to retrieve a list of all Change Requests under their Partition or Division should make the following call:
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From the Change Requests Queue, you can:
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The process below will outline how to access the Change Requests Queue in the Portal:
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URL & Method
Path Parameters
Headers
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Respond to a Change Request (Approve or Decline)
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As a Facilitator, you’ll need to respond to Change Requests that appear in your queue to keep your Merchants running smoothly. This can be done easily by using the Change Requests Queue in the Portal or updating a resource on the API server. First, you’ll need to evaluate the submitted documentation for risk review, and then you can respond to the Change Request.
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Before you Approve or Decline a Change Request, you’ll need to evaluate the submitted documentation for risk review: Step 1: Navigate to the Risk Management page. Step 2: Click Change Requests in the page tabs (located directly below the “Risk Management” page title). |
API-based users looking to retrieve a list of all Change Requests under their Partition or Division should make the following call:
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title | Click here to see the details for retrieving all Change Requests using the API. |
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URL & Method
Code Block |
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GET https://apiv2.stage.payrix.com/changeRequests/{id} |
Path Parameters
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Parameter
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Type
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Required
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Description
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id
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string
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Required
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The Partition or Division ID
Headers
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Content-Type:application/json
APIKEY:{{private_api_key}} |
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As a Facilitator, you’ll need to respond to Change Requests that appear in your queue to keep your Merchants running smoothly. This can be done easily by using the Change Requests Queue in the Portal or updating a resource on the API server.
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Step 3: Click the listed Merchant whose submitted Change Request documents you’re trying to view to access their Merchant Risk Profile page. Step 4: Click on the Documents tab (under the Account Overview menu) to see a list of all uploaded documents.
Step 5: Find the supporting Change Request document.
Step 6: Click the vertical ellipses ⋮ on the right of the document listing to Download.
Step 7: Review the documentation for accuracy and validity (not expired, matches business/owner information, is readable, etc.). After you’ve completed your review, you’re ready to respond to the Change Request with the next set of steps below. |
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The process below will outline the workflow to submit a response to a Change Request: Step 1: Navigate to the Risk Management page. Step 2: Click Change Requests in the page tabs (located directly below the “Risk Management” page title). Step 3: Locate the Change Request you’d like to respond to and click the verticle vertical ellipses ⋮ on the right of that listing to reveal the Change Request actions.
ApprovalApprove a Change Request:
Decline a Change Request:
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Declines can occur for one of the following reasons:
These declines will be accompanied by a note added to your account from the risk reviewer. |