The 14-Day Resolution Window Explained

Changing Agents should not mean leaving a problem unresolved. Knomart's 14-day resolution window gives the current Agent a defined opportunity to understand what went wrong, communicate with the merchant and try to repair the relationship before a switch is completed.

Why the window exists

A Knomart Agent is meant to be the merchant's day-to-day point of support after signup. Sometimes that relationship does not work as expected. The merchant may need clearer communication, better support or a relationship that fits the business better.

The 14-day period creates space to address the actual problem instead of making every disagreement an immediate transfer.

What happens during the 14 days?

When a merchant requests a change, the current Agent is notified. The Agent has 14 days to resolve the relationship before the switch completes.

That time can be used to listen, identify the issue, communicate with the merchant and provide practical help where appropriate.

Resolution comes before replacement

The window is designed to give the existing relationship a fair chance to recover. If a problem can be fixed through better communication or support, the merchant may choose to continue with the same Agent.

But the window is not indefinite. If the relationship still is not working after the resolution period, the merchant can move forward with the decision to switch.

What the window is not

• It is not a trap: The merchant is not meant to be locked into an Agent forever.
• It is not a sales period: The purpose is to resolve the relationship, not pressure the merchant.
• It is not automatic retention: The Agent has an opportunity to fix the problem, not a guarantee that the merchant will stay.
• It is not unlimited: The resolution opportunity has a defined 14-day period.

Why this matters to Agents

The window reinforces an important part of the Agent role: signing a merchant is only the beginning. An Agent has to keep earning the relationship through communication, support and useful service.

Fourteen days is a resolution window, not a trap. It balances two things that matter: giving the current Agent a fair chance to fix the relationship while preserving the merchant's ability to choose a different Agent when the relationship genuinely is not working.