Merchant Onboarding
Onboarding worked.
But only with heavy support.
That model worked for enterprise.
It doesn’t scale to thousands of small merchants.
A shift was needed from RM-led onboarding to self-service.
What was happening
Onboarding was handled end-to-end by relationship managers.
Document collection, verification, approvals.
This worked for a small number of high-value merchants.
But it created a bottleneck.
Growth depended on increasing operational support to handle more merchants.
What we changed
Shift to self-service
Onboarding was restructured so merchants can complete it independently.
Not by removing complexity.
By organizing it into clear, manageable steps.
No guesswork. No dependency on support.
Make the process clear
The flow was structured into simple stages:
Basic info → KYC → business details → verification
Each step shows what’s required and what comes next.
No hidden steps. No surprises.
Reduce effort across steps
Each part of the flow was designed to be easier to complete.
OCR to reduce manual data entry
Less back and forth during submission
A smoother, more intuitive flow based on how merchants proceed
Less friction. Fewer errors.
What this enables
Merchants can complete onboarding on their own.
Support is used where needed, not everywhere.
The business can scale onboarding without increasing manual effort.