Top 5 Tips to Reducing Merchant Onboarding Attrition

Merchant onboarding is where the relationship truly begins—and often, where it can quietly fall apart. For PSPs, fintechs, and banks, this process does far more than get someone through the door. Done well, it speeds up activation, keeps costs down, and lays the groundwork for long-term growth. Done poorly, it creates friction, confusion, and ultimately, drop-offs.

Despite a wave of digital initiatives, many organisations still face the same hurdles: clunky forms, manual checks, and a maze of regulatory hoops. The result? Abandoned applications, lost revenue, and merchants left wondering if it’s worth the effort.

Fixing this isn’t just about moving quicker—it’s about making onboarding smarter. That means rethinking the entire experience: making it human, intuitive, and built to flex around the real-world needs of both merchants and internal teams.

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Key Takeaways

Reducing merchant drop-off during onboarding isn’t just about speeding things up — it’s about doing it better. A solid approach combines smart automation, thoughtful design, and proper cross-team coordination to boost both conversion and confidence.

• Use logic-based forms that adapt to each merchant. Fewer pointless steps means more merchants are onboarded.
• Keep things human. Clear communication, backed by timely support, goes a long way in building trust and keeping merchants engaged.
• Give teams real-time visibility with smart dashboards. Better alignment, fewer delays.
• Spot friction early using data. Whether it’s a live chat, a quick nudge, or a small UX tweak, respond before it becomes a blocker.
• Automate where it counts — risk reviews, checks, workflows. It’s how you move faster without cutting corners on compliance.

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Why Merchant Onboarding Matters

Onboarding is where a prospect becomes a customer — and whether that happens smoothly or not makes all the difference. A clunky process doesn’t just delay payments; it puts long-term trust and retention at risk.

Poor onboarding experiences can cause up to 40% of merchants to drop off. That’s not just lost revenue — it’s lost confidence. Once trust is shaken, merchants are quick to walk away.

With constant shifts in tech and regulation, onboarding isn’t just a box to tick. It’s a chance to stand out. The providers who get it right activate merchants faster, spend less time fixing avoidable issues, and build relationships that last.

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Compliance and Regulatory Considerations for Automated Onboarding

Compliance touches every part of the merchant onboarding journey, so any automation needs to be built with that in mind from the start. The basics:

• Responsive regulatory flows: Steps should shift depending on the merchant’s risk level, location, and business model.
• Clear audit trails: Every action taken must be recorded and stored securely — regulators will want to see it.
• Real-time checks: Ongoing monitoring helps flag anything out of the ordinary as it happens.
• Data protection: Sensitive data needs proper encryption and tight access control. No shortcuts.

What’s ahead? Expect more digital ID checks, more biometric data, and more scrutiny after onboarding. Platforms need to be adaptable — not only to meet today’s rules but to keep up with what’s coming next.

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1. Use Dynamic, Logic-Based Application Forms

Application forms should work with the merchant — not against them. Logic-driven forms respond in real time to the information provided, using conditional logic to surface only the questions that are actually relevant. The goal is simple: avoid dragging every applicant through the same generic, bloated process.

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Why tailor forms to the merchant’s business type and size?

Because context matters. A one-size-fits-all form might seem efficient, but in practice, it adds complexity where it’s not needed. Businesses operate in different industries, with different regulatory requirements, ownership structures, and operational risks. What’s essential for one may be irrelevant for another.

‍By adapting the form dynamically:

• Only relevant fields appear, based on what’s already been entered.
• Real-time validation catches mistakes early, instead of forcing a merchant to start again later.
• Tooltips and prompts provide the right context, exactly where it’s needed.
• Previously submitted data is used to pre-fill fields wherever possible.
• Forms adapt to the user’s device, language, and preferred layout.

Every one of these touches reduces friction. Not by oversimplifying, but by being considered. It means fewer unnecessary clicks, less back-and-forth, and a clearer path to submission.

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How Personalisation Drives Completion Rates

Good personalisation removes barriers — and that’s ultimately what makes forms perform better. By eliminating irrelevant steps, merchants are less likely to get stuck, skip important sections, or give up entirely.

Completion rates go up because the form behaves like it understands who it’s talking to. When merchants see a clear path through, and when they get feedback as they go — whether that’s a validation tick or a progress bar — it builds momentum. It also reduces the chance of incomplete or inaccurate submissions, which saves time for teams down the line.

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2. Adopt a Customer-Centric Onboarding Approach

Automation can cover routine tasks, but human support remains essential. Dedicated onboarding specialists or account managers offer empathy, nuanced guidance, and real-time problem-solving.

Often, these human interactions are what set providers apart in a crowded market, particularly when onboarding involves complex paperwork or regulatory hurdles. Proactive outreach—like personalised welcome calls or follow-up emails—reinforces commitment and nurtures the relationship.

This extra layer of support helps merchants feel seen and heard, turning what could be a bureaucratic process into a collaborative, value-driven experience.

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Role of Personalised Communications (Chat, Calls, Reps)

Personalised communications use data to deliver timely, relevant interactions. Examples include:

• Around-the-clock customer support that handles common questions and escalates more complex issues to the appropriate teams when needed.
• Scheduled calls to explain compliance needs. Voice interactions allow for context and clarification that written messages can’t always provide.
• Direct emails or SMS reminders tailored to where merchants are in their progress. These gentle nudges help keep merchants on track without overwhelming them, highlighting milestones and offering help at key moments.

Personalisation isn’t just about using a name—it’s about adapting the message based on exactly where the merchant is in their onboarding path.

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3. Leverage Smart Dashboards for Cross-Functional Visibility

Smart dashboards consolidate sales, compliance, risk, and operations data into a single, real-time view of merchant onboarding. This removes the need to sift through multiple systems or spreadsheets, saving time and keeping everyone aligned with the latest information.

Dashboards provide:

• A clear, shared view of merchant profiles, outstanding tasks, and risk scores. This means all teams have access to the key details—merchant background, pending actions, and risk assessments—creating a common understanding of each case.
• Automated alerts for overdue tasks or suspicious activity. These reminders make sure important issues don’t get missed and the right people are notified without delay.
• Role-based access controls that tailor the information visible to each team. This keeps sensitive data secure while maintaining transparency where it’s needed.

This openness cuts down on duplicated effort, smooths handovers, and speeds up decisions by removing unnecessary back-and-forth and repeated data requests. Teams spend less time chasing updates and more time acting on what matters.

Nayax, a global payments and commerce platform, demonstrates how this works in practice. With over 100 reseller partners, Nayax uses smart dashboards to deliver essential, real-time visibility into their onboarding pipeline. This alignment keeps workflows smooth and supports the successful onboarding of more than 8,000 new businesses—while drastically reducing processing times.

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Benefits of Cross-Functional Visibility

Bringing data and workflows together allows teams to:

• Identify bottlenecks quickly. Centralised information makes it straightforward to see where delays or inefficiencies occur within the onboarding pipeline.
• Prioritise cases based on risk and business impact. This helps teams focus on the highest priority merchants, making better use of resources and addressing potential risks faster.
• Foster accountability through transparent task tracking. Clear insight into who is responsible for each stage encourages timely completion and a culture of ownership.

Together, these benefits create smoother, faster onboarding cycles, reducing time to revenue and improving overall operational efficiency.

4. Proactively Manage Friction Points in Real-Time

Onboarding friction points—the crucial moments when merchants hesitate, struggle, or give up—need to be spotted early and handled with clear, proactive steps. 

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Spotting Drop-Off Points Using Data and Alerts

Advanced analytics are essential for pinpointing exactly where merchants hit snags during onboarding. These tools track every step, revealing patterns that show when and where merchants stall or abandon the process. Setting up automated alerts for these drop-off points means the team is informed immediately if a merchant runs into trouble, allowing for quick action before they give up.

Heatmaps and funnel analysis provide valuable visual feedback, highlighting fields or steps that regularly cause confusion or frustration. These insights help UX and product teams target their fixes where they matter most, improving the experience and reducing dropouts.

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Addressing Friction Points

There are several practical ways to ease friction and guide merchants smoothly through onboarding:

• Attentive Reminders
  Personalised emails, SMS, or app alerts gently prompt merchants to complete stalled steps or submit missing documents, reducing delays without manual follow-up.
• Live Chat Support
  Live chat at key points lets merchants get instant help with confusing instructions or technical issues, speeding up problem-solving and boosting confidence.
• Simplified Document Uploads
  Making document submission easy—with drag-and-drop, mobile capture, and instant validation—prevents repeated errors and eases frustration.

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5. Streamline with Configurable Workflows and Automation

Configurable workflow engines enable teams to design onboarding processes tailored to each merchant’s profile. This means every step adjusts based on merchant type, risk level, or location, delivering a more relevant and efficient experience. These engines bring automation and flexibility by:

• Applying conditional logic to simplify workflows by automatically adjusting steps based on predefined rules.
• Leveraging no-code tools to quickly adapt workflows without developer involvement. This speeds up responses to regulatory shifts, market changes, or internal needs, enhancing agility.

Nayax Australia’s experience illustrates the impact. By adopting OnBoard, they scaled onboarding to support over 100 active resellers and onboarded more than 8,000 new businesses, achieving a 98% reduction in onboarding time. The platform’s flexibility and integration across teams made a tangible difference.

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Faster Contract Creation with Built-In E-Signatures

Generating contracts instantly and integrating e-signatures removes paperwork bottlenecks, simplifying the onboarding journey. Contracts are filled automatically with merchant details and can be signed digitally straight away. This not only speeds up the process but also reduces errors from manual entry. Plus, e-signatures meet legal standards and keep a clear audit trail, fostering trust and transparency between merchants and onboarding teams.

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Additional Automation Highlights

• Dynamic Risk Scoring: Uses real-time machine learning to assign risk levels, triggering additional checks only when necessary, which keeps onboarding efficient.
• API Integration for Instant Checks: Connects to credit agencies and fraud databases for immediate verification, cutting delays and improving accuracy.

By centralising and automating these steps, Nayax overcame the complexities of growing volumes and regulatory demands. Their move to a payment facilitator model brought heavy compliance burdens, but OnBoard’s integrated workflows and compliance features kept everything manageable. It’s a clear example of how flexible automation can transform onboarding from a headache into a strength.

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How Faster Onboarding Boosts Conversion and Revenue

Saving even an hour during onboarding accelerates merchant activation and reduces the risk of dropouts, safeguarding the investment in acquiring new customers. Manual onboarding often drags out due to inefficiencies, but automation tools are changing that. By pulling data from government registers, company databases, watchlists, and third-party sources, these platforms swiftly verify a business’s legal standing, ownership, and financial health.

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Continuous Onboarding Improvement

Improving onboarding is an ongoing effort involving regular KPI checks, digging into the root causes of any setbacks, collecting feedback from merchants, and coordinating cross-team reviews. This cycle of auditing and adjustment sharpens processes and embeds a culture of operational excellence.

The Core Automation Features

• Entity verification: Instant confirmation of business registration and legal status.
• Beneficial ownership identification: Smart algorithms trace ultimate owners to meet anti-money laundering and anti-corruption rules.
• Risk scoring: AI assesses risk by analysing factors like industry, location, and transaction behaviour.
• Document validation: Automated OCR and AI verify that submitted documents are genuine and complete.

Integrating KYB tools into onboarding means faster, more accurate risk checks and compliance without compromising the merchant experience. These platforms adapt workflows by flagging high-risk cases for manual review while automatically approving low-risk ones.

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Conclusion

Merchant onboarding attrition is a persistent challenge, but it’s one that can be tackled effectively by combining smart technology, tailored service, and teamwork across departments.

By introducing dynamic, logic-driven forms, adopting a customer-first approach, making the most of intuitive dashboards, addressing friction points early, and using adaptable automation workflows, businesses can turn onboarding from a stumbling block into a genuine strength.

Those who embrace these practices will see merchants activated more quickly, experience higher satisfaction rates, and build sustainable revenue streams. Fintechs, PSPs, and banks should take a close, critical look at their onboarding processes now and apply these principles to stay ahead in a competitive market.