One document that holds the entire onboarding machine, from the sale to a fully optimized client at day 30. Every stage is mapped to the atom: the trigger in, the owner, the exact steps, what the client experiences, the common mistake to avoid, the definition of done, the asset delivered, the SLA, the handoff out, and the catch if it fails. Its single purpose is that no client can fall through the cracks. If it is in this document, it happens. If it is not, we add it.
This document does three jobs at once. Use it for whichever you need, and read section 09 to see exactly which parts apply to your role.
The machine only works if the document matches reality. So: when any step, owner, SLA or link changes, it is updated here first, then in the relevant guide. Anything not yet confirmed as fact is marked [confirm] and is an open item, not a guess. When the last [confirm] is closed, the machine is complete.
The fifteen stages, in order, each with its owner and its one-line definition of done. This is the whole journey on one screen. The full detail for each is in section 04, and when each happens is in section 03.
When each stage happens. The whole front and most of the setup is one day, the day they pay. The 30-day plan then optimizes the system. MagWitch underwriting runs in the background for three to four weeks, with Eaze funding the client the entire time.
| When | What happens | Stages |
|---|---|---|
| Day 0 (close day, in-window) | Sale, checkout, agreement and onboarding form, all on the call. Channel auto-creates, welcome posts, provisioning starts, Eaze setup begins, MagWitch form and checklist go out. | 2 to 8, 11 and 12 start |
| Day 0 (after 5pm PST) | Everything captured at the sale, setup completed first thing next business morning. | 13 governs this |
| Day 1 | Kickoff call. EZ Check live with a test lead, US application link delivered, first application run together, Meta Pixel connected. | 9, 11, 14 begins |
| Day 2 | Confirm data and Pixel flowing, walk the EZ Check portal. | 9, 14 |
| Day 3 | Get the first deal over the line, together. | 14 |
| Days 4 to 5 | Friction check, then optimization check-in 1. | 14 |
| Days 6 to 10 | Widen the flow with the list-upload play, check-in 2 at day 10. | 14 |
| Days 11 to 17 | MagWitch approval typically lands, the transition keeps funding seamless, check-in 3 at day 17. | 12, 14 |
| Days 18 to 24 | Final push, check-in 4 at day 24. | 14 |
| Days 25 to 30 | Closing on the mark, then the day-30 review. | 14, 15 |
| Background, weeks 1 to 4 | MagWitch underwriting runs 3 to 4 weeks. Eaze funds the client the entire time, so the wait costs them nothing. | 12, with 11 covering |
Every stage in full. Open the one you own. Each has the same parts: the trigger in, the owner and backup, the exact steps, what the client experiences, the common mistake to avoid, the definition of done, the asset delivered, the SLA, the handoff out, and the catch if it fails. Nothing is left to memory.
A rep is assigned to sell. Runs once per rep, refreshed when assets change.
James oversees; the sales team. Backup: the sales manager.
Nothing yet. This is internal, but they feel it later as a rep who is confident, accurate and never fumbling for a link.
Letting a rep take finance calls before they are certified, so they improvise or send a wrong link.
The How to Sell Finance Master Guide, the validated link library, Vertical OS.
Complete before the rep's first finance call.
None, this is internal readiness that feeds the sale.
If a rep is not certified or missing a link, they do not take finance calls. The readiness checklist in the Sell Finance guide is the gate.
A qualified prospect on the call.
The sales team. James oversees.
A clear, low-pressure decision: pay in full, or finance and keep their cash working. They never feel cornered.
Jumping to finance before the client has been brought to the decision, which feels pushy and pre-empts a full-pay close.
How to Sell Finance Master Guide.
On the call.
To checkout, same call.
If they hesitate on price, finance is the alternative, not a lost deal. The Sell Finance flow catches this.
Client agrees to pay.
Sales sends the link; Noreen captures. Backup for Noreen: [confirm].
A clean checkout and an instant receipt, so they feel taken care of the moment they pay, never left wondering if it went through.
A checkout link still in Stripe test mode, so no money is captured; or no receipt fires, leaving the client in silence.
Receipt to client.
On the call; receipt within minutes.
To the agreement.
Confirm all checkouts are in Stripe LIVE mode and auto-log to Xero. A daily reconciliation flags any payment not matched in Xero.
Payment captured.
The sales team.
A simple hosted page they sign in a minute, and a copy they can always find in their portal.
Conflicting totals on the agreement, or a signed PDF that only exists in an inbox and lands in spam.
In-portal signed PDF to the client.
On the call.
To the onboarding form.
Totals must match across the agreement. Deliverability fixed so it never lands in spam, with an in-portal download as backup.
Agreement signed.
Sales completes it; Chai receives it. This is the front-to-back boundary.
One short form and an instant confirmation that they are set up and the team has them.
The rep forgets the form after payment, so a paid client is silently orphaned and the back end never hears about them. This is the single most dangerous crack in the machine.
Confirmation to the client.
On the call.
The baton passes to the back end. See section 07.
A daily paid-but-no-form reconciliation lists any payment with no matching form. This is the keystone crack-catch. See section 06.
Form submitted.
System (Gian owns the automation).
They are dropped into a tidy, branded channel that already has everything they need pinned at the top.
A channel-name typo that voids invites, or assuming the automation fired without ever checking.
The client's Slack channel.
Immediate, on submit.
To the welcome message.
A monthly synthetic client confirms the channel always fires. If creation fails, it alerts Gian rather than going silent.
Channel created.
Shara owns the master template. Backup: Chai.
A warm, personal welcome from a named person, with a clear first step, so they know exactly what to do next.
Typing it by hand and sending a wrong or missing link, such as the old Data-Specialist guide instead of the merchant Training Guide.
The welcome, and the five resource links.
Within the hour of the channel being created, or automated on creation.
To provisioning and the parallel streams.
Links are merge fields in one template, so the wrong link cannot go out. The old Data-Specialist link is purged everywhere.
Welcome posted.
Gian. Backup: a trained second installer [confirm].
Their accounts are simply ready, with a clean self-serve link to set their profile, not a scavenger hunt.
Storing an admin password or bank detail in a shared doc; or provisioning from memory and missing a step.
The client's GHL subaccount and M365 access.
Same day where in-window.
To EZ Check deploy.
Secrets live in a vault, never a shared doc. A backup installer means it is not gated on one person.
Booking made, or provisioning done.
Gian deploys; Harvey and Shara on the nav guide. Backup: a second installer.
A short call where their lead tool goes live and they run their first lead, then they know where to look and what the numbers mean.
Telling the client it is live before a test lead has actually returned, or skipping the Pixel and data connection so leads never compound.
EZ Check live + the EZ Check Enablement guide.
Within the first hour where in-window, 48 hours at most.
To the 30-day run-300-leads loop.
The client is only told it is live after the test lead passes. The deploy runs from a numbered SOP, not memory.
Welcome posted; tools live.
Chai.
One link with everything they need to learn the tools at their own pace, with working walkthrough videos.
Sending the wrong guide link, or assuming they have read it without confirming.
The merchant Training Guide.
In the welcome.
Into ongoing support across the 30 days.
One correct link only, locked into the welcome template.
Welcome posted; Eaze tagged on the form.
Shara. Backup: a funding specialist.
By the next day they can fund their first client through one link, so they are earning before the longer rails are even live.
Generating the link and then losing it in the channel scroll, so the client cannot find it when they need it.
The US application link; the 30-day ramp.
Same day; funding next day.
Into the 30-day first-deal and ramp.
The link is auto-posted to two places, the channel and the resource folder, so it can never be lost after it is generated.
MagWitch tagged on the form.
Shara drives; David on the relationship. Backup for Shara: [confirm].
One clear request for documents, then a weekly update, and Eaze funding them throughout so the wait never blocks their business.
Accepting documents piecemeal and submitting a partial set, which turns into weeks of back-and-forth.
The MagWitch Onboarding internal guide; the merchant Training Guide for use.
Form + checklist same day; submit within [confirm] of the full set arriving.
Into the week-3 transition; or to Lumino if it stalls.
Block submission until 100%. If MagWitch cannot serve, the Lumino contingency runs same day. Eaze covers the gap throughout.
Cross-cutting, applies to every client across all US zones.
Leadership (David and James) and Harvey.
A clear setup window for their time zone, and either same-day setup or a promise kept first thing the next morning, never silence.
Promising same-day to an after-hours close that finance cannot staff, then missing it.
The Team & Coverage board and the coverage remediation plan.
Same-day if booked before the PST cutoff, otherwise next business morning.
Feeds every other stage's timing.
After-hours sales are captured at the sale and actioned first thing; the always-on BNPL removes the team-hours dependency entirely.
Day 0, the moment the client enters Slack.
Chai owns the plan; Shara is the point of contact; Harvey on the check-ins.
A helpful, specific touch every working day, support that optimizes their system rather than chasing them for numbers.
Generic motivation or pace pressure in the channel, which is exactly what made a previous version fail.
The First 30 Days Client Success Plan.
Daily, across 30 days.
To the success mark and the day-30 review.
A broken daily one-tap is the earliest slip signal; the scenario playbook catches a quiet or stuck client before a check-in would.
Day 30.
The whole team; Shara runs the review.
A review that shows them how far their business has come, with a clear plan for the next 30 days. The high note they remember.
Discovering at the review that a criterion was missed, instead of having caught and worked it at a check-in.
The review and the next-30 plan.
Day 30.
Into the ongoing relationship and expansion.
If a criterion is short, the gap was visible at a check-in and worked before day 30, never discovered at the review.
Which guide is delivered at which stage, with a live link to each. Every stage has its asset, so nobody is ever working without the right document. Click any guide to open it.
| Stage | Guide / asset | Status |
|---|---|---|
| 1 to 2 · Sale | How to Sell Finance Master Guide | Built |
| 3 to 4 · Checkout & agreement | The validated link library | In the Operating System |
| 7 · Welcome | Welcome message template | Built |
| 9 · EZ Check | EZ Check Enablement (deploy SOP + run-a-lead) | Built |
| 10 · Training | Merchant Training Guide | Built |
| 11 · Eaze + 30 days | The First 30 Days Client Success Plan | Built |
| 12 · MagWitch | MagWitch Onboarding internal guide | Built |
| 12 · Submission | Funding Specialist Submission Guide | Built |
| 12 · Contingency, Plan 2 | MagWitch to Lumino Contingency Plan | Built |
| 12 · Contingency, Plan 3 | Contingency Plan 3, Third-Lender Failover | Built, lender [confirm] |
| 13 · Coverage | Team & Coverage board + remediation plan | In the Operating System |
| 14 to 15 · 30 days | The First 30 Days plan + the success mark | Built |
The whole point of the machine. These are the catches that guarantee a client cannot be lost between stages. Each one says what it checks, how it runs, how often, and who actions it. Run them and a client physically cannot slip.
A client is only ever lost at a handoff. So every handoff is explicit: who passes, who receives, what is confirmed. The baton is never dropped because it is never assumed.
| Handoff | From | To | Confirmed by |
|---|---|---|---|
| Sale to checkout | Rep | Rep + Noreen | Payment captured, Noreen tagged |
| Checkout to agreement | Rep | Rep | Agreement signed, Chai + Noreen tagged |
| Agreement to form | Rep | Rep to Chai | Form submitted, auto-confirm to client |
| Front to back (the boundary) | Sales | Chai (the hub) | Channel created, welcome posted |
| Welcome to provisioning | Shara | Gian | GHL + M365 provisioned |
| Provisioning to EZ Check | Gian | Gian | EZ Check live, test lead returns |
| Onboarding to 30 days | Shara | Chai + Shara | First deal funded, day-by-day running |
| MagWitch to transition | Shara | Harvey + David | MagWitch live, no funding gap |
Two levels. Each stage has its own definition of done (in section 04), and the whole machine has one definition of success. Both are measurable, both are checkable.
A stage is done only when its definition of done in section 04 is fully met, and its handoff is confirmed. Partial is not done. A client does not advance on a partial.
What each person owns in the machine, and the one or two documents they should know cold. Find your row, read your guide, run your stages.
| Role | Owns these stages | Reads first |
|---|---|---|
| Sales team (James oversees) | 1 to 5, the whole front, up to the onboarding form | How to Sell Finance Master Guide |
| Chai, Operations Director (the hub) | The whole back end, the plan, and the safety net | This Integrator + The First 30 Days plan |
| Shara, Onboarding + point of contact | 7, 11, 12, and the 30-day relationship | MagWitch Onboarding guide + 30-Day plan + Lumino plan |
| Gian, Tech & Systems | 6, 8, 9, the automations and the deploy | EZ Check Enablement guide |
| Harvey, Lead Broker | Check-ins, stuck clients, submissions, contingency swaps | Funding Specialist Submission guide + Lumino plan |
| David, US delivery + lenders | 12, every lender relationship, underwriting | MagWitch Onboarding guide + Lumino plan |
| Noreen, Accounts | 3, payment capture, Xero, reconciliation | This Integrator, sections 06 and 07 |
The whole machine as one tickable list, in order. Run a client against it and nothing is missed. This is the integrator in its shortest form.
When something goes wrong, the machine already has the answer. Here is where each scenario is handled, so nobody invents a response in the moment. The deep playbooks are in the 30-Day Plan, the Contingency Plan and the Operating System.
| If this happens | The catch | Where it's handled |
|---|---|---|
| A paid client never submitted a form | Daily paid-but-no-form sweep, Chai clears it | Section 06 |
| A handoff is dropped | Handoff confirmations, the receiver acknowledges | Section 07 |
| The Slack channel didn't create | Watcher alerts Gian; monthly synthetic test | Stage 6 |
| MagWitch stalls or declines | Lumino contingency, same day, Eaze covers the gap | Stage 12 + the Contingency Plan |
| A sale closes after hours | Captured at the sale, next-morning setup; BNPL covers it | Stage 13 |
| A client goes quiet in the 30 days | One-tap flag, scenario playbook, reach out first | The 30-Day Plan, section 10 |
| An application is stuck or declined | Broker team works the wider network, never a dead end | The 30-Day Plan scenarios |
| A single owner is off (Gian, Shara) | Named backups; staggered coverage | Stage 8, 12 + Coverage |
Who owns what, and the clock on each. One owner per stage, a backup for every single point of failure.
| Stage | Owner | Backup | SLA |
|---|---|---|---|
| Sale, checkout, agreement, form | Sales (James oversees) | Sales team | On the call |
| Payment + Xero | Noreen | [confirm] | Minutes |
| Channel + provisioning + EZ Check | Gian | 2nd installer [confirm] | Same day in-window |
| Welcome, Eaze, MagWitch, point of contact | Shara | [confirm] | Same day / weekly |
| Check-ins, stuck clients, submission | Harvey | Funding specialists | Same day on a flag |
| Lender relationships, MagWitch, underwriting | David | Leadership | Tracked weekly |
| The plan, the hub, no silent days | Chai | David | Daily |
| Coverage, escalation ceiling | Leadership + Harvey | David | Cross-cutting |
Every tool and term in the machine, in one place, so nobody is lost on a word.
| Term | What it means |
|---|---|
| EZ Check | The soft-pull lead tool the merchant runs to find financeable customers. The 300-leads target runs through it. |
| Eaze | The rail that funds the client directly via one US application link, the merchant's day-one funding while other rails set up. |
| MagWitch | Instant-decision financing the merchant uses every day, medical primary. Needs onboarding and underwriting (3 to 4 weeks). |
| Lumino / Affirm | The point-of-sale BNPL contingency. If MagWitch stalls, the merchant moves to Lumino and is live on Affirm inside 24 hours. |
| Queen Street | A lending rail the broker team submits to: 800+ credit cards and 20+ lenders. |
| The US application link | The single Eaze finance link that opens the whole lender network for a client's funding application. |
| GHL | Go High Level, the CRM and automation platform where the client's subaccount lives. |
| M365 | Microsoft 365, the client's email and account provisioning. |
| Meta Pixel | The tracking tag that sends a client's lead and conversion data back to their ad system, so leads compound. |
| The waterfall | One application cascading across many lenders, prime first, so more applicants see an offer. |
| Soft pull | A prequalification credit check that does not affect the customer's score. |
| The front / back boundary | The onboarding form. Sales owns everything before it; the back-end team owns everything after. |
| The paid-but-no-form sweep | The daily check that catches a paid client with no onboarding form, the keystone safety net. |
| The success mark | Day 30: 20+ applications, 300+ leads, fully trained, fully supported. |
The team that runs the machine.