Merchant Names and Logos - Updating has become hard work

That’s strange as I had to ask Monzo to update mine from Friday submission today.

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This is an area where I’ve had (just one) experience with support that wasn’t amazing. I’ve never wanted to waste support’s time on starting a chat just for merchant names or logos, so if I needed to talk to them about something else I might bring it up at the end. This worked super well once or twice - fixed immediately, great Monzo experience etc - then one person was a little dismissive (paraphrasing but something like “oh we’ve got a backlog - just wait”) when the issue might have benefited from a quick explanation. Now there’s nothing wrong with this - it just didn’t meet Monzo’s usual (incredibly) high level of service and made me feel like I was being unreasonable / over-demanding.

Did Hugh clear the whole queue? There are still two outstanding for me (I think they keep getting rejected for some reason but without feedback who knows?)

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Must say @Peter_G I’ve experienced this myself with customer services and logo responses.

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I’ve submitted several merchant change requests in the past and none of them have ever been done. I assumed the requests just got sent to a spam folder in Monzo. I’ve added a couple more logo requests so I’ll see if that works any better

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Totally agree I’ve always felt like I’m wasting their time if I contact Cops to sort this type of issue out, but I’ve been assured that if the request is a bit out of the usual and it’s not been accepted it’s totally fine to contact them after submitting again to explain why you submitted the change.
For example Amex have a new logo for digital platforms which I submitted but it never changed, likely because they didn’t know it had, I had to speak to cops to then get it updated.

I’ll probably have to drop them a message soon to get a new Wetherspoon pub added to the merchant group to share the same logo but keep it’s existing name.

I also had a few I submitted a day or two before this that weren’t updated :frowning:

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Not many COps know how to do this :wink: My new training is hopefully coming :soon:

Yes! I’ll have another look through today :slight_smile:

Edit:
04 :sweat_smile:

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Hah. Need a hand? :smiley:

Ouch :sweat_smile: What’s the difference between the two figures?

  1. :slight_smile:
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In terms of what they mean :smile:

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Review Merchant = triggered automatically at a certain threshold of transactions
Review Merchant Feedback = what you submit in the app

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@HughWells That’s somes figures you’ve got there all the best on sorting those out I’ve sent some through so hopefully they will be sorted out when you go through the list.

@HughWells I’ve just had a GoCardless direct debit change to a random unknown name. Do you know why at all?

Someone changed the merchant by mistake I guess

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Ok. I’ll put a request through to have it put back to GoCardless…

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So credit where credit is due, #HeroHugo must be on it because I just submitted a merchant update and it happened almost instantly.

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Sorry for my ignorance but it’s this the same thing as when Sainsbury’s petrol station comes up as groceries and vice versa. I got back so sick of correcting my catagorys I went to starling :see_no_evil:

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Hi @Chinfuk see below post from Monzo around this. I’d recommend popping on to the thread as well to highlight your desire to see this fixed

I still think we should have a ‘Merchant Updates’ thread here on the Monzo Community exclusively for members, like they do on the Starling Community. Even more so now that we’re all aware we aren’t going to see any improvements to the in-app process any time soon.

https://community.starlingbank.com/t/update-vendors/

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Great for the forum users but doesn’t solve the overall problem for those not in the forum

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