Day 0
Merchant Setup Completed
The setup workflow finishes creating and activating the merchant account.
Customer Success SOP
Merchant Activation Journey
Standard first-month onboarding process for all Flexxbuy and Coach Financing merchants, across Grow and Pro plans.
Automated onboarding
Merchant active
Engaged, not yet active
Recovery required
1. First-Month Activation Timeline
The Quick Start page is first introduced in Activation Email #1 as a substitute for the Welcome Email.
Immediately
Welcome Email Sent
Marketing email delivers login credentials, the customer application link, and the orientation booking link.
After 2 business days
Activation Email #1
Confirms account access and introduces the correct Quick Start page.
After 3 more business days
Activation Email #2
Encourages the merchant to submit the first customer application.
After 5 more business days
Activation Email #3
Shares practical habits that successful merchants use consistently.
15 business days after setup
3 Week Review
Support reviews application activity and orientation status.
Support Decision Point
Review both application activity and orientation status before taking action.
Applications submitted + orientation completed
- Leave a note confirming the merchant is active.
- Do not send additional onboarding emails.
- Create a task for the 3-month review.
No applications + orientation scheduled
- Do not start the No Applications sequence yet.
- Create a task to review the account again in 2 weeks.
- If applications are still absent at that review, begin the recovery process.
No applications + no orientation scheduled
- Call the merchant.
- Leave a voicemail if there is no answer.
- Immediately enroll the merchant in the No Applications sequence.
2. No Applications Recovery Sequence
This sequence begins only after Support reviews the account and attempts a personal call.
Support Call
“I wanted to make sure you have everything you need to get started. I’ll send an email right after this with the next step and your Quick Start page.”
Email #1 — Immediately
Provides the resources mentioned on the call and links to the Quick Start page and orientation.
Email #2 — After 5 business days
Explains a simple, natural way to introduce financing to customers.
Email #3 — After 7 business days
Closes the sequence respectfully: “Whenever you’re ready, we’re here.”
3. Welcome Email Request Workflow
Merchants can request another Welcome Email from any Quick Start page.
Quick Start Page
Merchant clicks the option to request another copy of the Welcome Email.
Request Form
Merchant submits business email address and company name.
Workflow Verification
HubSpot checks whether the contact is active and whether the account belongs to Flexxbuy or Coach Financing.
Correct Outcome
The workflow either sends the correct Welcome Email or creates a Support task.
Active merchant found
Send the correct Welcome Email based on brand and plan.
Active merchant not found
Create a task for Laura or Julia to verify the request and handle it manually.
4. Support Checklist
Use this checklist every time the 3 Week Review task appears.
1
Review applicationsConfirm whether applications have been submitted.
2
Review orientation statusCheck whether orientation is scheduled or completed.
3
Choose the correct branchActive, Engaged, or Recovery Required.
4
Leave a clear noteDocument what was found and what action was taken.
5
Create the next task2-week follow-up or 3-month review, as appropriate.
6
Do not over-contact active merchantsIf they are using the platform, onboarding should stop.
Merchant Activation Journey — Internal SOP