Merchant QBR agenda

Before the meeting

• Agree the two or three decisions the meeting needs to make.
• Confirm the merchant's current business priorities and who owns them.
• Circulate performance data with definitions, date ranges and any known limitations.
• Ask stakeholders for questions in advance.

1. Business context

What has changed in the merchant's business since the last review?

Which launches, markets, channels or seasonal peaks are coming next?

What would a successful next quarter look like to the customer?

2. Payment performance

Review payment volume, approval rate, conversion, fraud and disputes where relevant.

Separate changes in performance from changes in customer, market or payment-method mix.

Agree which questions need further investigation before proposing a solution.

3. Customer experience and operations

What has been difficult for the merchant or their customers?

Review service incidents, recurring support themes and unresolved dependencies.

Check whether previous actions produced the intended result.

4. Proposed changes

For each proposal, record what it solves, what it costs, who needs to be involved and what it depends on.

Discuss the cost of doing nothing as well as the proposed change.

Agree which changes to pursue and who can approve them.

5. Decisions and commitments

Decision | Rationale | Owner | Due date | Success measure

[Complete during the meeting]

Follow-through

• Share the decision record and actions promptly.
• Confirm ownership with people who were not in the meeting.
• Set a checkpoint for each material action.
• Use the next review to assess outcomes, not simply repeat the action list.