(TN staff, let me know if this topic is inappropriate for the forum, I hope it's fine to discuss since official Worldpay support with Tessitura is being sunset next year!)
I'm curious if anyone has gone through the process of terminating their Worldpay contract after migrating to TMS, and has any guidance or advice to offer. We launched TMS in April but kept our Worldpay contract active to ensure we could keep access to their logs and processor portal through our FY23 fiscal year close and audit. I'm now turning my attention to getting Worldpay all closed up as we are fully on Adyen/TMS for everything nowadays.
Some challenges arise because our original contract probably dates to around 2005 (when we launched Tessi), and has gone through multiple corporate changeovers (from Element to Vantiv to Worldpay, to FIS Global nowadays?). I do have some more recent paperwork from 2019 confirming myself as an authorized signer, Unfortunately our timing is not great in terms of where we are in a one-year renewal cycle, but we've done the math and confirmed it's better to eat the cost of an early termination fee vs letting the contract continue on and ending it during a renewal window. Some searching online brings up anecdotes of it being very hard to end these contracts with Worldpay - per my copy of our Gateway Agreement T&C I'm planning to send Worldpay a letter in writing (via certified mail) notifying them of our intent to cancel, and duplicate it via email to any promising support inboxes I can find...
Please share if you have any experience with this, and I'll keep reporting back myself!
Hi all -
We just successfully switched over to TMS and cancelled our Worldpay contract.
My experience cancelling the contract was actually very easy - we switched over first to TMS. Then I called into the general Worldpay Merchant Services number as we do for any other transactions with them. I stated we needed to close our account, they transferred me over to the Accounts department, I explained to them our current system was sunsetting support for Worldpay and therefore we changed over to another processor. They asked some basic questions about how my service with them had been over the years, then they waived the $500 early cancellation fee for us since it wasn’t “our decision.” (Since Tessitura is sunsetting the support for the service.) They sent over the DocuSign, stayed on the phone while I received it and looked it over to see if I had any immediate questions. I sent it back in and now we’re all good to go!
Artie, this is very belated, but thanks so much for sharing your experience! I can confirm I have now had a similar one. I gave the Worldpay number a call, managed to get the robot to direct me over to the 'account closure' line, and keyed in our merchant ID and eventually got transferred to a human. I explained our situation and they also offered to waive any account closure fees, though they said it was due to our account age (since 2005) instead of the upcoming Tessitura-Worldpay sunsetting - though I had a PDF of the sunset announcement ready in my pocket if I needed to press the issue with them.
We ran into some further snags since the lineup of merchant IDs I had on file looked strange in their system - they pulled up our accounts, though they didn't see any transaction history on their side. I can confirm these are the merchant IDs I see when logged into OmniFlex and I see all the expeted sales activity from earlier in 2023, so who knows what's going on. I have to assume it's because these accounts have gone through multiple acquisitions/migrations so it must be a mess behind the scenes. The account rep I spoke to was very helpful and said she was taking plenty of notes to get it cleared up on their side, in case our older merchant IDs needed to be synced up with newer IDs in their records. I was sent three separate DocuSign links, one for each sub-account, and was asked to complete them within 10 business days, and the closure would be effective 21 days after receipt.
At this point I've done all the paperwork, so hoping the merchant ID mess is cleared up on their side without any further drama. I'm working with my finance team to put a stop on future Worldpay debits once that 21-day window is complete, just to ensure they don't keep trying to sneak fees from us if the closure process drags on or has issues. Thanks again for sharing your process!
Funny, I had a similar situation with WorldPay at a previous organization. After the Vantiv acquisition, they couldn't find our account at all, and our Merchant ID was unfamiliar to them. But, we certainly had service and were able to transact. I moved on shortly after so I never saw the resolution.