The internal runbook for getting a merchant onboarded onto MagWitch, cleanly and without the weeks of back-and-forth. This is Shara's guide: the process, the documents, the dashboard, the underwriting wait, and what to do when it stalls. The merchant-facing product training already lives in the merchant Training Guide, so this is purely the operational how-to for the team.
Owner SharaCollect once, never chaseEaze covers the waitInternal use only
Where the product training lives. How MagWitch works for the merchant, the portal, payouts and APRs, is all in the merchant Training Guide, linked above. Do not duplicate it here. This guide is the internal onboarding process only.
Start here01
What MagWitch is
Just enough context to onboard it well. The full product detail is in the merchant Training Guide.
Instant-decision financing the merchant uses every day in their own business to finance their clients.
Medical is the primary use case today; home improvement and other verticals are supported if the marketing angle widens.
It pays the merchant direct once a deal funds, so the merchant gets paid and the customer repays MagWitch.
It can be a challenge to onboard. That is exactly why this guide exists, and why a same-day failover to Lumino sits behind it.
The interim. While MagWitch onboards and underwrites, Eaze keeps the client funded, so the merchant is never waiting with no way to fund a deal. Shara manages both in parallel.
The onboarding02
The onboarding process, step by step
The whole flow, in order. Shara drives every step. The single biggest lever is collecting the full document set once, up front, so it never turns into weeks of chasing.
Trigger: the onboarding form tags MagWitchFrom the front-end formWhen the sales team submits the onboarding form with MagWitch selected, the back end picks it up and it lands with Shara.
Send the MagWitch onboarding form and the full documents checklist togetherSame day, in the channelDo not send the form alone. Send the form and the complete documents checklist (section 03) in the same message, so the merchant gathers everything in one pass.
Merchant completes the form and uploads the documentsOne upload linkGive them one place to upload everything. Confirm receipt as items come in, and tick them against the checklist.
Review the set against the checklist before submitting100% or it does not goDo not submit a partial set. Check every item is present and legible. A partial submission is what causes the weeks of back-and-forth.
Submit to MagWitch and provision the partner dashboardSee section 04Submit the complete set and provision the merchant's MagWitch dashboard so it is ready the moment they are approved.
Track underwriting to an outcomeSee section 05Log the submission date, send a weekly update, and keep Eaze funding the client in the meantime.
On approval, confirm the dashboard is live and hand to the merchantConfirmed, not assumedVerify the dashboard works with a test before telling the merchant it is live, then point them to the merchant Training Guide for how to use it day to day.
The one rule. Collect the complete document set once, review it to 100%, then submit. Everything that goes wrong with MagWitch onboarding traces back to a partial submission.
The onboarding03
The documents checklist
The complete set MagWitch needs, given to the merchant up front in one go. Tick every item before submitting.
Confirm the exact list with MagWitch. The list below is the standard set for a merchant partner application. [Replace with MagWitch's exact current document requirements once confirmed with David, so the team never sends a wrong or incomplete list.]
Business documents
Business licence or registration
EIN / tax ID confirmation
Voided business cheque or bank letter for the deposit account
Most recent business bank statements [confirm how many months]
Owner's government-issued ID
Agreements and forms
Completed MagWitch merchant onboarding form
Signed MagWitch merchant agreement
Any vertical-specific documentation (for example medical licensing) [confirm per vertical]
How to send it. One message, the form plus this checklist plus a single upload link. Tell the merchant to gather everything once, it saves them and us a week.
The onboarding04
Provisioning the dashboard
Set up the merchant's MagWitch partner dashboard so it is ready the moment they are approved. This is the step most likely to be run from memory, so it is written as a numbered click-path.
Confirm the click-path with David. The steps below are the structure. [Replace each step with the exact MagWitch portal click-path, the approver, and the SLA, confirmed with David, so any backup can run it.]
Log into the MagWitch partner portal[portal URL, confirm]Use the AIFS partner credentials. [Confirm where these live and who holds them.]
Create the merchant's partner accountFrom the submitted applicationSet up the merchant record from the application details. [Confirm exact fields.]
Configure the merchant's settingsPayout + verticalSet the payout account and the vertical (medical, home improvement, and so on). [Confirm settings.]
Generate the merchant's accessLogin detailsGenerate the merchant's dashboard login so it is ready on approval. [Confirm delivery method.]
Run a test before handoverVerify, do not assumeConfirm the dashboard works end to end before telling the merchant it is live.
The onboarding05
Underwriting and the wait
Even with a complete submission, underwriting takes time. Our job is to submit same-day, track it to an outcome, and keep the client funded through Eaze in the meantime so the wait costs them nothing.
Typical underwriting
3 to 4 weeks
Funding in the meantime
Eaze
Update cadence
Weekly
Submit same day once the document set is complete. The wait is MagWitch's, not ours.
Log the submission date and track days-in-stage so nothing sits silently.
Send a weekly update to the merchant so the wait never feels like silence.
If MagWitch contacts the client directly, make sure ops is copied so there is full visibility.
Eaze keeps funding the client the whole time, so they are operating from day one.
Run it06
Avoiding the document chase
The number one failure with MagWitch is a document set that dribbles in over weeks. Here is exactly how we prevent it.
Send everything at onceForm + checklist + upload linkNever the form alone. The full checklist up front means the merchant gathers it in one sitting.
Block submission until 100%No partial setsHold the submission until every item is in and legible. Partial submissions are what create the back-and-forth.
Flag any missing item same dayOne clear listIf something is missing, send one clear list of exactly what is outstanding, not a drip of single requests.
Name a backup for SharaNo single point of failureSo a sick day never stalls a submission. [Confirm the named backup.]
Track days-in-stageVisible, not silentIf a client sits too long in document collection, it is the earliest signal to get on a call and help them finish.
Run it07
When MagWitch can't serve
If MagWitch cannot onboard or approve the merchant, we do not leave them stuck. We move them to Lumino, same day, with no disruption. The full runbook is its own guide.
Shara declares the move, with Chai, and Dave and Harvey are kept in the loop.
The merchant moves to Lumino and is live with Affirm at their checkout inside 24 hours.
Eaze keeps funding the client through the switch, so there is never a gap.
The merchant experiences it as an upgrade, never a rejection.
Run it08
Scenarios
The situations that actually come up in MagWitch onboarding, and exactly what to do.
Documents are trickling in, not arriving as a set
Stop accepting them piecemeal. Send one clear message with the full outstanding list and a single upload link, and offer to jump on a quick call to finish it together. Do not submit until it is 100%.
The merchant has gone quiet during document collection
Text first, then call. Make it easy: "You're almost there, the only things left are [x and y]. Send those over and we're done. Want to do it on a quick call now?" Eaze is still funding them, so reassure them nothing's blocked in the meantime.
Underwriting is dragging past 4 weeks
Escalate to David to push on the MagWitch side. Keep the weekly update going to the merchant. Confirm Eaze is still covering funding. If there's a real risk it won't approve, prepare the Lumino move so there's no gap.
MagWitch declines the merchant
Don't present it as a dead end. Move to the Lumino contingency same day so the merchant has point-of-sale finance through Affirm, framed as an upgrade. Eaze continues funding through the switch.
The dashboard isn't ready when approval lands
This shouldn't happen if it's provisioned during the wait (section 04). If it does, provision it immediately and run the test before handing it to the merchant. Never tell a merchant it's live before the test passes.
Run it09
Definition of done & SLA
MagWitch onboarding is done when all of this is true. Anything short of it is not done.
Complete document set collected, reviewed to 100%, and submitted.
Dashboard provisioned and tested, ready for approval.
Submission date logged and underwriting tracked with a weekly update.
Eaze funding confirmed in place for the interim.
On approval, dashboard verified live and the merchant pointed to the Training Guide for day-to-day use.
Backup named so the process never depends on one person.
SLA targets. Form and checklist sent same day. Submission within [confirm] of the full set arriving. Weekly updates through underwriting. [Confirm the exact internal SLA with Chai and David.]
Run it10
Who to contact
Owners for MagWitch onboarding, internal.
S
Shara
Owns onboarding
Drives the document collection, submission, dashboard and the merchant relationship.
D
David
Lender relationship
Owns the MagWitch relationship. Escalate drags, declines and portal questions here.
C
Chai
Operations Director
Owns the SLA and the handoff into the merchant's first 30 days.
Collect once. Submit complete. Track to an outcome.
The product training is in the Training Guide. This is the process that gets a merchant onto MagWitch without the chase.