Agent, ISO, processor: who does what?

Agent or referral professional

Depending on the program, an agent may originate merchant relationships, introduce services, assist with sales or onboarding, and receive agreed compensation. The actual authority and obligations come from written terms and applicable registration requirements.

Independent Sales Organization

An ISO may operate a merchant-acquisition, sales, or service program in connection with processors and acquiring/sponsoring institutions. Business models vary; the title is not a universal guarantee of underwriting authority or direct control of funds.

Processor, acquiring bank, technology and gateway

Transaction authorization, clearing, settlement, sponsorship, gateway connectivity, POS systems and risk decisions can be provided by multiple participants. Diagram who owns each function before assigning responsibility for merchant support or data.

Why merchants should care

If something breaks, the merchant needs to know who has the obligation and authority to resolve it. The sales contact might not control pricing changes, account freezes, integration work, chargeback decisions or settlement exceptions.