Intro
Before You Start Selling
Your job as a NetSimple agent
You are the bridge between the merchant and the Clover ecosystem. Your role is to close, onboard, and set accurate expectations — not to be a POS trainer. Clover's own support team handles the rest.
🏦 Processor Options
- CardConnect — primary processor option
- FNP — alternative processor option
- Confirm with merchant before submitting docs
🍀 Clover's Role
- Mostly DIY setup for merchants
- Full 24/7 support included
- Handles training & device configuration
Stage 1
Confirm Merchant Readiness
Do not begin onboarding until ALL boxes are checked.
Skipping this step creates delays, rework, and a poor merchant experience.
✅ Pre-Onboarding Readiness Gate
- Merchant has approved pricing and equipment selection
- Processor has been selected (CardConnect or FNP)
- Merchant understands Clover setup is largely self-service
- Merchant understands Clover support will handle training
Stage 2
Required Documents
Hard stop — never proceed without complete documentation.
Missing documents = delayed approval = frustrated merchant = lost deal.
📄 Always Required
- MPA — Merchant Processing Agreement (fully completed)
- Clover Addendum — signed and dated
- Submission Confirmation — confirmation page from the system
Restaurant / Food Business? Menu is mandatory at setup.
The menu must be submitted at the time of setup — not later. This is non-negotiable for food merchants.
🛒 Retail — Inventory Preload (Optional)
- Spreadsheet required at time of submission if merchant wants inventory preloaded before go-live
- Must include item names, SKUs, prices, and categories
- Submit alongside MPA and Clover Addendum
- Ask the merchant upfront — don't wait until delivery
📋 No Spreadsheet? No Problem.
- Inventory preload is not required to go live
- Merchant can enter inventory themselves after setup
- Clover Support will guide them through the process
- Agent should set this expectation clearly at close
Ask every retail merchant: "Do you want your inventory ready to go on day one?"
If yes → collect their spreadsheet at submission. If no → confirm they're comfortable adding items themselves with Clover support after setup.
Stage 3
Equipment Ordering
📦 NetSimple Handles
- Placing the equipment order
- Selecting the correct bundle (Mini, Flex, Station, etc.)
- Coordinating delivery timeline
📍 Agent Must Confirm
- Shipping address — merchant or your office
- Timeline expectations communicated
- Correct device bundle verified before ordering
Stage 4
Optional Local Setup (Value Add)
🔧 If You're a Local Agent
- Obtain the activation code from NetSimple prior to delivery — allows you to activate and configure the device before it reaches the merchant
- Request equipment shipped to your office first
- Open box, power on the device, and enter the activation code
- Connect to WiFi and confirm device functions correctly
- Test that receipt printers are working
- Test that kitchen printer is working (if applicable)
- Verify menu or inventory is loaded (if applicable)
- Deliver a fully activated, tested unit to the merchant
Get the activation code before delivery — it's the difference between good service and great service.
Having the device activated and tested ahead of time means the merchant can start selling from day one with minimal friction.
💬 Positioning Script — Value Add Setup
"We'll help make sure everything is ready before it hits your store — so when it arrives, you're ready to go on day one."
Stage 5
Merchant Setup (DIY)
🏪 Merchant Does This Themselves
- Plug in the device at their location
- Connect to WiFi or hardwired internet
- Power on the system
- Call Clover Support for initial walkthrough
Stage 6
Clover Support Handoff
☎️ Merchant Must Call Clover Support For
- Initial setup walkthrough
- Training on the Clover system
- Menu configuration guidance (if applicable)
- Device-level configuration & customization
Clover Support is available 24/7.
Remind merchants: this isn't a limitation — it's a feature. They have a full support team on call, day or night.
Key Rule
NetSimple Support Boundaries
✅ NetSimple DOES
- Order equipment
- Ensure deal is set up correctly
- Assist with pre-install (if local)
- Escalate unresolved issues
- Conduct a test call using the Clover POS help system and call-back feature before go-live
✗ NetSimple DOES NOT
- Train merchants on Clover
- Provide ongoing POS support
- Handle device configuration
- Assist with menu building or loading
- Replace Clover support
Set this expectation early and often.
If a merchant calls you asking how to split a check or set up a discount code, redirect them to Clover Support. Don't take on that role — it sets a bad precedent.
Scripts
Agent Talk Tracks
💬 Simple Version — Use When Closing
"Clover is designed to be easy to set up. Once your device arrives, just plug it in and call Clover support — they'll walk you through everything step by step."
Expectation-Setting Version — Use During Onboarding
"We'll handle getting everything ordered and set up on the backend. Clover will take care of your training and system setup, and they're available 24/7."
If Issues Arise
Escalation Protocol
1
Merchant Calls Clover
All issues go to Clover Support first — 24/7 availability, full device knowledge
2
Escalate Through NetSimple
Only if Clover support cannot resolve — agent escalates through NetSimple channels
Go-Live
Pre-Go-Live Checklist
📋 Account & Documents
MPA completed and signed
Clover Addendum completed and signed
Submitted and approved by processor
Confirmation page received
📦 Equipment
Equipment ordered with correct bundle
Shipping address confirmed
Device delivered to merchant
🍽️ Restaurant / Food (If Applicable)
Menu submitted at time of setup
Menu visible and loaded in system
🛒 Retail Inventory (If Applicable)
Asked merchant if they want inventory preloaded
If yes — inventory spreadsheet collected and submitted at time of submission
If no — merchant confirmed they will set up inventory themselves with Clover support
🌐 Setup & Connectivity
Device connected to internet (WiFi or hardwired)
Device powers on successfully
Receipt printer(s) tested and confirmed working
Kitchen printer tested and confirmed working (if applicable)
Test call completed using Clover POS help system and call-back feature
☎️ Clover Support
Merchant contacted Clover support
Initial setup walkthrough completed
Merchant confirms they're trained and ready
✅ Final — Ready to Process
Merchant is live and processing transactions
Knowledge Check
Test Yourself Before Selling
🧠 Quick Check — Circle the Correct Answers
1. Who is responsible for training the merchant on Clover?
The NetSimple agent
Clover Support (24/7) ✓
The processor (CardConnect / FNP)
2. When must the menu be submitted for a restaurant merchant?
After the device is delivered
At the time of setup ✓
Only if the merchant requests it
3. What happens if Clover support can't resolve an issue?
The agent troubleshoots directly
Agent escalates through NetSimple ✓
Submit a ticket to the processor
Resources
Clover Support & Contact Info
Keep these handy — share them with merchants and use them yourself.
Clover has dedicated lines for merchants, agents, and sales professionals. Know which number to call and what to say.
☎️ Merchant & General Support
- Clover Support Line
855-853-8340 - Available 24/7 for setup, training, and device help
- Direct merchants here for all POS questions after delivery
📞 Presales & Feature Questions
- Presales Support Line
800-788-9516 - Use when you need help answering a merchant's feature questions during the sales process
- Available to any sales professional
🔑 Important — How to Identify on Presales Line
"When calling 800-788-9516, always say "ISO with CardConnect" — this identifies you as a sales professional and unlocks access to their presales support team for any agent."
▶️ Clover YouTube Channel
- Free training videos covering setup, features, and how-tos
- Great resource to share with merchants who are self-setting up
- Search "Clover" on YouTube or visit youtube.com/@CloverNetwork
- Cover topics like: device setup, menu building, inventory, reporting, and more
📋 Quick Reference Card
-
Merchant Support
855-853-8340
Setup · Training · Device Help · 24/7 -
Agent Presales
800-788-9516
Say "ISO with CardConnect" · Feature questions · Any sales pro
▶️ YouTube Resources
- 🎬 Device setup walkthroughs
- 🍽️ Menu & inventory building guides
- 📊 Reporting & dashboard tutorials
- 🖨️ Printer setup & troubleshooting
- 💳 Payment processing how-tos
- → youtube.com/@CloverNetwork