Shift4 Prelaunch Process

Last updated: August 28, 2026

Purpose

This page documents the Shift4 Dine pre-launch process from deal submission through installation and post-launch handoff. It is written to be copied into external documents when needed.

Ownership and Communication Rules

Who owns what

Pipeline Manager: Ingrid Arban

Owns deal acceleration, missing items, coordination with Shift4, and moving deals through the pipeline.

Shift4 Pre-Launch Specialists (PLS): assigned by Shift4

Own orders from application through installation, including menu programming and launch communications.

Contact rules (critical)

Do not contact or work with PLS directly.
Shift4 prefers one point of contact: the Pipeline Manager.
If the Pipeline Manager or PLS includes a rep on an email thread and requests a response, the rep may reply-all in that thread.
For underwriting "hold note" resolution: CC Ingrid and the PLS when emailing underwriting.

Data accuracy (Lighthouse)

Double-check merchant email and details.
Only one email can be used to register a Lighthouse account.
Incorrect details can delay orders because account changes take time.

Deal tracking (spreadsheet expectations)

Shift4 owns the tracker updates.
Reps have view-only access.
Check the tracker regularly for status and next steps.
Provide requested information to Ingrid quickly.

Account Status (Shift4)

100 (New Account) = Account has not been reviewed by Underwriting yet.
200 (Declined) = Underwriting has declined this application.
300/325 (Cancelled/Terminated) = Shift4 Account was cancelled/terminated and closed.
330 (Seasonal Account) = Account was approved and merchant is only open for business seasonally.
425 (UW Hold) = There is a hold by Underwriting that needs to be resolved before the order can move forward.
500 (MID Build) = Account has been approved by Underwriting, but the Shift4 Account is still being finalized/built out.
600 (Approved/Not Live) = Account has been approved by Underwriting, but the merchant has not processed any credit card transactions.
700 (Processing) = Account has processed credit card transactions.

Inputs Required to Move Forward

Onboarding form

The onboarding form must be complete and accurate.
List the merchant's main contact as the primary contact.

If a sales rep must be the point of contact, document that exception clearly in notes.

Include contact preferences:

Best times and days
Time zone

Call out Spanish-speaking needs clearly (PLS and/or installer). Document any availability-driven changes.

Menu documentation

Menu documentation standards and acceptable inputs are defined in Operational Checklists → Menu documentation rules (common delay drivers) below.
Tax information must be accurate.

Shift4 will not guess tax rates or categories

Menu Requirements and POS Conversions

Existing merchant installed with no menu

Use this when a MID was installed with no menu because the merchant originally planned to use the POS as a cash register, but later needs a menu programmed.

This follows the path for the team that handles menu requests for existing merchants: the Re-Launch team.

Steps

Have either the rep/team or the merchant complete the Menu Request Form.
Include the menu programming details.
Submit the menu along with the form.
Include the request details for a menu presentation, including:

Merchant availability
Best contact information

Timeline expectation

Menu requests have an approximate 3–4 week turnaround.
The team will follow up once the submission has been reviewed and is in progress.

Toast conversions

For Toast conversions, access may be required via a Toast user created for Shift4 using the email address skytabprogramming@gmail.com.
Create a user using the Shift4 email address.
The name can be anything.
Setup can be with or without PIN.
Job should be set to General Manager or Owner.
After user setup, confirm menu permissions are enabled.
Best practice: ensure permissions under "Admin Settings" are enabled (menu permissions are nested there).

Toast and Clover exports (when appropriate)

Data exports (Toast/Clover) can help capture complete menu information, but do not position them as a 1:1 replication of the prior POS setup.
Clover merchants: always include the Clover export with the order, even if the merchant wants the menu reprogrammed. Note on the order whether that export is being used.

Scheduling and Timeline Expectations

Install date expectations

Install dates entered on the application are requests, not guarantees.
Do not treat installation as confirmed until a technician is assigned.
Preferred days of the week are often more useful than a specific date for setting expectations.

Standard timeline expectation

Set the typical timeline expectation to 4–6 weeks.

Two-day installs (policy)

Merchants processing $150,000+ per month in volume receive two-day installations automatically.
White glove and high-profile merchants may receive exceptions regardless of volume.
Multi-location accounts may qualify for a two-day install even if individual locations do not meet the $150k threshold.

$150K+ white glove deal submission

For $150K+ deals, email Travis instead of the meeting host and copy Ingrid, the host, and Angela.
Include DBA name, MID, menu/install details, and any PLS or installer requests.
White glove options may include requesting a specific PLS, specific installer, or extra coverage days.
Requests are subject to schedule and availability.

Coverage expectation

Full-day installer coverage can be requested, but open-to-close coverage is not guaranteed and depends on technician availability and merchant hours.

High-Level Timeline (Typical)

Application and onboarding form submitted
PLS assigned and initial outreach
Menu programming and validation
Menu presentation
Equipment shipment and delivery verification
Installation and training
Post-launch follow-up and ongoing support

Delivery Tracking and Post-Launch Handoff

Verify delivery using all tracking numbers (not only one package).
A handoff email introduces the post-launch contact:

Working hours
What post-launch supports

Post-launch typically reaches out 1–2 days after install.
Route immediate issues to 24/7 support.

Operational Checklists

On-site checklist (during the restaurant visit)

1) Timeline and install expectations

Follow the Scheduling and Timeline Expectations section above (install-date expectations, 4–6 week standard timeline, two-day install policy, and coverage expectations).

2) Lighthouse setup and Launch Control (first steps)

Have the owner open the Shift4 "Welcome Email."
Help the owner set up Lighthouse.
Help complete the first three Launch Control tasks:

Contact Info
Menu
Restaurant Info

3) Menu documentation (for programming)

Follow Menu documentation rules (common delay drivers) below and submit the required menu documentation to Ingrid.

4) Physical gift card (if applicable)

If the merchant uses physical gift cards, obtain one.

5) Team photo (optional)

A photo with the owner and staff is optional but encouraged.

Launch Control: "Contact Info" (who to add)

Enter all relevant contacts so the right people receive updates.

Suggested contact list

Merchant
Rep
Ingrid
Partner (if applicable)
Trainer (if they want notifications)

Menu documentation rules (common delay drivers)

Preferred inputs (fastest for programming)

Customer-facing menu photos are the default.
Include all menus:

Alcoholic
Non-alcoholic
Kids
Modifier lists (what modifiers apply to + cost)

Shift4 will not accept

Links to online menus
Photos of POS screens used as "menu documents"

If the restaurant only has an online menu

Copy the full menu from the website into a Word document.
Confirm all items, prices, and descriptions are included.
Export to Word or PDF and submit.

Toast and Clover conversions (use only when necessary)

Conversions can add up to ~2 weeks.
Use conversions only if the merchant insists on a very close replication.

Launch Control caution

Do not click "Complete Launch Control" until the rep is finished working in the tiles and has uploaded the menu.
After completion is clicked, tiles cannot be opened.
Route any menu updates through Ingrid and Pre-Launch.

Menu presentation scheduling rule-of-thumb

If the merchant has not been contacted to schedule a menu presentation by 5 business days before the scheduled install, ask Ingrid for an update.
If installation is more than 5 business days out, allow time for programmers to reach out.

Clover menu export (as described)

In Clover, navigate to Inventory on the web page.
Open Items.
Click the three dots (upper right, below Account).
Choose Export.
Check each tab, then Export.
Send the unedited Excel export to the Shift4 programming email (as listed above).

Post-visit checklist (after the rep leaves the restaurant)

1) Announce the deal

Post in Slack in the "New Deals" channel.

2) Submit required forms

Vendor New Deal Form (linked on the source page)
Shift4 Dine Onboarding Form (linked on the source page)

Multi-location onboarding note (single email)

If multiple locations share the same owner and one Lighthouse email:

The merchant should sign up for one location first.
The merchant should send Ingrid the other locations and MIDs.
Pre-Launch adds the additional locations to Lighthouse.

3) What happens next (pipeline routing)

After form completion, Ingrid routes the deal to the assigned Shift4 PLS and coordinates next steps.

4) Internal Equip form (internal tracking)

The Equip Internal New Deal Form is also required (linked on the source page).

5) Gift card conversion (if needed)

Follow the additional information link.
Email gift card details to Shift4 with the Shift4 Gift Card Conversion Form filled out.

6) Check the tracker

A few days after submission, check the tracker and pin it.
The "Orders" tab contains current deals.

7) Questions and support

Check the tracker before asking Ingrid.
Use the Equip email address listed on the source page if needed.

8) Finding the assigned PLS (visibility only)

Merchants (and reps) can view the assigned PLS name, phone, and email in Lighthouse via Launch Control using the headset icon.
Reps can access merchant Lighthouse via Partner Portal and the "Lighthouse login" button.
Do not initiate direct contact with PLS unless explicitly asked to respond in-thread. Use Ingrid as the point of contact.

Equipment Changes and Add-Ons (Exhibit A)

Glass availability note: Tablet is currently "stock is limited". Many orders are switching Glass → Air before shipment, and over time Air is expected to replace Glass as the primary mobility device.

Rule: Use the Updated Exhibit A Form

For additional equipment orders or equipment change requests, use the Updated Exhibit A Form.
Email requests to the address listed on the source page.

Exhibit A guidelines

New orders: no Exhibit A needed (auto-generated with the application)
Additional equipment (pre-install): submit Exhibit A listing all desired equipment before installation
Add-on equipment (post-install): merchant should order via Lighthouse if possible

If not possible, reps may use Partner Portal (with Partner Manager help if needed)

Changing equipment (pre-ship): submit a new Exhibit A showing all updated equipment
Changing equipment (post-ship): submit Exhibit A listing only the additional equipment
Removing equipment (post-ship): no Exhibit A; follows a separate return process (merchant contacts Customer Service for return labels)

Optional Installer and Programming Certification

Reps can choose to take Shift4 installer training and get certified.
Access via Shift4 Partner Portal:

Learning
Learning Paths
"Shift4 Dine Installation and Programming Certification"

Install-Day Guidance

Confirm end-of-day processes are explained:

Open tickets
Adjusting tips
Clocking out
Printing reports

Advise the owner not to update the system mid-shift.
Confirm batch time and funding.
Review core tools:

InCharge app
Lighthouse

Review integrations:

Connect required integrations (DoorDash, Uber Eats, Grubhub)
Remove prior POS integrations

Requests for a Specific Installer

Install dates are requests.
Exception: for a $100k+ volume restaurant, or when an installer has history with an additional location, request a specific installer by emailing Ingrid.
Requests cannot be guaranteed.

Installer Contact Guidelines

Do not call, text, or email installers or service techs directly.
Route scheduling changes and non-emergency requests through Ingrid.
Limit direct contact to true emergencies and last-minute changes.

Remote Installation (Coming Soon — US Rollout)

Shift4 has completed its remote-installation pilot and will roll it out to all US partners. It will replace onsite installation for select merchants. Not live for all partners yet — do not change merchant-facing language until Shift4 announces a start date, but sell with these rules in mind.

Qualifies for free remote install: merchants processing under $20,000/month.
Disqualifiers (remote option turns itself off in Sales Center): 4+ terminals, 3+ kitchen printers, KDS, AIR, or other complex configurations.
If a sub-$20K merchant still wants onsite: the partner can perform the install at no cost, or Shift4 will install for $599. The $599 exists to steer merchants toward remote install, not as a revenue play.
Partners may still choose to install strategic merchants themselves (e.g., a small site that is a gateway to larger locations).
Not applicable to Partner Install or blank order types — those orders are unaffected and will not be billed the $599.
Cat5/in-wall cabling remains the merchant's responsibility. Shift4 will not train, certify, or license technicians for cabling.
Rep expectation-setting: do not promise a free onsite install for a sub-$20K merchant. They may instead be contacted by PLS to schedule a remote install.
Reference: Remote Installation Partner Guide

Blank Orders and Menu Imports/Copies

When a blank order is confirmed, the PLS team member submits it and the order drops off their queue. They are no longer assigned to it, even though their email still shows in Partner Portal.
Requesting a menu import or menu copy from that PLS contact after a blank order is submitted will get pushback.
Fix: if a menu import or menu copy will be needed, choose order type Shift4 Programming – Partner Install or Shift4 Programming – Shift4 Install instead of blank.

Wall-Mountable Workstations

Wall-mountable workstations are available (model 1401s) at the same $29.99/month as standard workstations.
Not yet selectable in Sales Center. Submit as standard workstations, then flag which units need to be wall-mounted on the onboarding form and/or in an email to the PLS team.
Shift4 will process wall-mount units as add-on orders on the backend. No extra merchant paperwork if the fee is the same.
Merchant responsibility: source and pre-install the wall mount before the technician arrives. The tech only attaches the device.

Equipment ordering vs Inactivity Fees

Inactivity fees are charged per TID and are $150 effective September 1, 2026 (up from $75).
If go-live may be delayed, order only 2–3 terminals to get the merchant running, then add the rest after install. Idle devices still accrue inactivity fees.
Merchants can also add devices later in Customer Hub / Lighthouse.

Shift4 Inactivity Fee Risk (Install Timing)

There is an ongoing issue where the inactivity fee clock may start when the application is signed (not when approved).
If a site is not installed after 90 days, the inactivity fee may be charged weekly until the site is installed.
To reduce surprises, plan an internal check-in around day 45 after signing for any deal that has not installed yet.