Dolphin's Automatic Credit Card Authorisation and Fund Transfer - Servebase

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1 Dolphin Dynamics Dolphin's Automatic Credit Card Authorisation and Fund Transfer - Servebase Copyright 2009 Dolphin Dynamics Ltd. The information contained herein is the property of Dolphin Dynamics Ltd. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or any means electronic or mechanical, including photocopying and recording for any purpose other than the purchaser s personal use without the written permission of Dolphin Dynamics Ltd. Dolphin Dynamics Ltd. 266 Upper Richmond Road London, SW15 6TQ

2 Table of Contents Introduction... 2 Site Details... 2 Security Settings... 4 More information on the Pre-Auth Amounts... 4 More information on CV2/ AVS Verification... 5 Transaction logic... 5 Taking a payment off a customer s credit/debit card... 6 Refunding Monies Back onto A Customer s Credit/Debit Card What Does The Authorised Receipt/Refund Look Like? When Does A Transaction Not Authorise? Manual Authorisation Dolphin Dynamics Ltd Confidential 1

3 Introduction Using Servebase - a third party software that has been integrated with Dolphin - you can allow automatic credit card authorisation and funds transfer within your branch. Within Dolphin, authorisation can be obtained from the Receipt and Refund windows. If you do not use Servebase, usually you will only open the Receipt window after you have authorised the customer s credit/debit card (either using an independent PDQ machine or credit card authorisation software that runs separately of Dolphin). You would then use the Receipt window to record the payment. However, by integrating with Servebase, you can use the Receipts window as an authorising tool. This cuts out the need for the independent PDQ machine/authorisation software. In the same way, the user can go into the Refunds window to actually refund monies back onto a customer s credit/debit card. Note: It is important that you read through this document carefully so that you fully understand the implications of all Dolphin s Servebase related settings and processes. If you have incorrect settings or are not completing processes correctly you could be incurring extra charges or incorrectly charging your customer. Dolphin Dynamics can not accept any responsibility with regards to any such charges that may incur. Site Details The following settings must be configured in order for the Servebase Credit Card Authorisation functionality to be activated. Go to OPTIONS SITE DETAILS BRANCH 2 TAB. CC Authorisation Code Mandatory correctly. This must be selected in order for Servebase to work Default to Bank Funds Select this check box if you wish all receipts and refunds issued in Dolphin to be processed through Servebase by default. If the check box is cleared, receipts and refunds issued in Dolphin will not be processed through Servebase by default. Go to OPTIONS SITE DETAILS FINANCIAL 2 TAB. Commidea/Servebase radio buttons Select Servebase. CC Auth IP Address Enter the IP address for the Credit Card Authorisation. Time Out (s) Enter the number of Time Out seconds. This refers to the number of seconds that the booking management module will wait for a response to an authorisation request from the Servebase server before timing out. MIDS/TIDS Click on the MIDS/TIDS button and you will see a Search screen for Credit Card codes. Enter a % sign then click on Search to view all the credit/debit card codes set up in your system. You will need to retrieve each card type and assign an MID (Merchant ID) and TID (Terminal ID) for each. MID The Host's allocated Merchant ID (or Outlet No). TID This optional field is the Host's allocated Terminal ID relating to the Merchant ID. Dolphin Dynamics Ltd Confidential 2

4 Pre-Auth Amount In this field you have the option to enter an amount which you would like to set up as Pre-Auth amount. It is possible for a small amount of money to be processed by Servebase for authorisation first, prior to the total transaction amount being processed for authorisation. This small amount is known as a Pre-Auth amount and, after it has been authorised, it will then be immediately cancelled. If the Pre-Auth amount is not authorised by Servebase for example, if the card is refused due to insufficient funds - then the process will not continue onto the next stage of authorisation. Indicate the amount of money you always wish to be sent for pre-authorisation here. The purpose of this is to confirm whether or not the card details are correct prior to attempting to authorise a transaction for the total amount. If the Pre-Auth Amount is set to 0.00, then the Pre-Authorisation steps will always be omitted. Use AVS and CV2 Verification In this field you have the option to indicate whether you wish the card holder's address (AVS) and the Card Security Code (i.e. the CV2 number or the last threedigits on the signature strip on the back of the credit/debit card) to be included in the criteria used when the credit/debit card payment is sent via Servebase for authorisation. If this check box is selected, these items will be included in the authorisation criteria. If the check box is unselected, they will not be included. Note that for address verification, only the first word or number of the first address line for example the house number and the postcode will be included in the verification criteria. Note: If the check box is unselected, you may be charged higher transaction charges by your bank than you would if it is ticked. Dolphin Dynamics can not accept any responsibility with regards to any such charges that may incur. Note: AVS and CV2 must also be turned on by ServeBase. Use North American Format Select this check box if you wish the format of the Servebase request and response message to be in North American format rather than the default UK format. You should not tick this unless you are connecting to a US based merchant services provider such as FDMS. Default Capture Method Select the default means of gathering the credit card data for transactions in Dolphin. Customer Not Present Select if the customer is usually not present when the credit card details are entered into Dolphin s receipt screen Customer Present Select if the customer is usually present when the credit card details are entered into Dolphin s receipt screen Card Swiped Select only if you are a US based travel agency and you use a magstripe reader Internet Transaction Select if your credit card transactions are usually processed on the internet Chip & Pin Not used The default menu option selected here will be the default option selected in the Capture Method menu in any receipt screens issued in Dolphin. The default option can be over-ridden in individual receipts. Dolphin Dynamics Ltd Confidential 3

5 Security Settings Go to OPTIONS SECURITY FINANCIALS TAB. AVS Failures These options determine what happens to Servebase authorisations which pass the CV2 check but do not pass the AVS check (i.e. address and postcode checks) o o o o Prompt - If AVS check fails you will be asked if you want to proceed or not. Decline reverses the transaction, Confirm proceeds to the next stage and you will see a final 'Do you want to proceed Confirm / Decline message Auto Accept All - AVS failure is ignored, the transaction will proceed and you will see a final 'Do you want to proceed Y/N' message Auto Decline - AVS failure causes transaction to Fail, even if CV2 is correct, and the transaction is reversed Auto Accept Partial - as per Auto Decline in the UK. Partial AVS does not apply in the UK market. More information on the Pre-Auth Amounts When configured to do so, Dolphin can process a Pre-Authorisation receipt transaction through Servebase before processing the main full Authorisation receipt transaction. This will check the card details, CV2 and AVS and obtain a pre-authorisation code. The amount sent for pre-auth is that configured in branch details. If that amount is set to 0.00, no pre-auth is performed and Dolphin will try to authorize the full amount of the receipt The pre-auth transaction will be reversed if CV2 and/or AVS fails (see below for more info on AVS) or if Dolphin then proceeds to a full auth receipt transaction after a successful preauth. The full auth receipt transaction will be reversed if CV2 and/or AVS fails (see below for more info on AVS) or if the user chooses not proceed with the transaction at the final Y/N prompt However, some banks do not support reversals, even though they are supported by Dolphin and Servebase. This can cause problems for customers as amounts may end up being ring-fenced on their account for approximately 5 /10 days until unused authorsation codes naturally expire. It is therefore advisable to always configure Dolphin to undertake a pre-auth and to configure a small Pre-Auth amount (see Site Details section above) for example Therefore, if reversals are not supported, by your bank, only a small amount will potentially be ring-fenced on the customers account,, usually when pre-auth fails.(which is a good indicator that full auth would also fail if it were attempted which of course it would not be if pre-auth fails.) Note: Ring-fencing is a banking action and therefore is out of both Dolphin and Servebase s control. Note: Reversal transactions count towards your ServeBase monthly transaction total Dolphin Dynamics Ltd Confidential 4

6 More information on CV2/ AVS Verification If you want to use CV2 / AVS checking, you must confirm with Servebase that they have switched CV2/AVS checking on at their end for your account and that you have the relevant commercial arrangements in place with them to cover its use. You must also activate the CV2/ AVS settings in Dolphin s Site Details as described above. You should also be aware of the following: 1. When there is a CV2 failure, a pre-auth or full auth transaction will be reversed automatically without any choice to proceed with the transaction (even if the AVS is OK). This is because Dolphin has been designed to consider this a failure due to the CV2 s security significance. 2. When CV2 passes, but AVS fails, the choice of whether to proceed is determined by the user's AVS failure security settings (for more information see below). 3. AVS/CV2 logic also applies to Pre-auth amount (if specified in Dolphin s Site Details settings) but if the user receives a pre-auth AVS prompt, their choice is carried through to the full authorisation and they won't get prompted again. 4. Even if AVS and CV2 pass, this does not necessarily mean that the transaction will authorise. 5. Regardless of any other prompts, there is always a final 'Do you want to confirm or decline this transaction? message. Selecting Confirm sends the transaction for settlement. Selecting Decline reverses it. 6. Although supported by Dolphin and Servebase, reversals are not supported by all banks, so a reversed pre-auth or authorised amount can sometimes be left to expire naturally, ringfencing funds on the customer s account until it does. 7. Pre-auths are always reversed 8. Sales, refunds, Pre-auths and reversals count towards your monthly Servebase transaction total. In summary: If CV2 check fails, everything fails and the transaction will be reversed, even if AVS is correct. If CV2 check passes and AVS passes, then this is a Pass and all the user will see is the final Do you want to confirm or decline this transaction?' message. If CV2 passes, but AVS fails, then the behaviour is determined by the user's security settings. See Security Settings section above. Transaction logic Each transaction that is transmitted from Dolphin to Servebase will count towards the transaction total that is the basis of your Servebase billing. The number of transactions that are sent will differ if you have Pre-Authorisation turned on or not Pre-Authorisation turned on 4 transactions for each sale: Pre-Authorisation Pre-Authorisation Reversal Authorisation Offline Sale Dolphin Dynamics Ltd Confidential 5

7 Pre-Authorisation turned off 2 transactions for each sale: Authorisation Offline Sale If a transaction is declined, the same logic above will apply even if auto-decline is used. Taking a payment off a customer s credit/debit card You have created your folder and added in any ticket and/or segment costs. You are now ready to take payment from your customer. To obtain full authorisation, you go through a two-stage process: Stage One 1. Click on the Receipt button. Dolphin Dynamics Ltd Confidential 6

8 2. In the Receipt window, select Credit/Debit Card as your Payment Method. 3. Because you have selected Credit/Debit Card as your payment method, a Credit Cards window appears. This displays any credit/debit card numbers that have previously been stored in the client/ company/ agent profile (the box will be blank if no information has been stored). If the card number that you wish to take payment from is detailed, highlight it with your mouse & click on OK. This will automatically insert the card details into the Receipt window for you. If no card numbers are detailed, or you are using a different card, you can cancel out of this window & manually enter the credit/debit card details directly into the Receipt window. Alternatively, you can add card details to the client/ company/ agent profile by clicking on the Add button, entering card the card details, then clicking on OK to use the card within this Receipt window. 4. Now select the Form of Payment Deposit, Part Payment, Balance or Other. 5. Enter the amount you wish to take off your customer s card into the This Receipt box. Dolphin Dynamics Ltd Confidential 7

9 6. Check all the details you have entered. When you are sure everything is correct & you are ready to authorise this payment, click on OK Print. 7. Dependent on your Site Details settings, you may get a warning, which reminds you to obtain authorisation from the cardholder if processing a 3 rd party transaction. Click on Yes to acknowledge this & continue with the authorisation process. This acknowledgement gets written to the folder s History TAB. 8. In the Receipt Print window, click on the relevant button depending on whether you want to print a receipt out for your client. 9. Dolphin will now link with Servebase to authorise this credit/ debit card transaction. If Dolphin is set up so that a Pre-Auth amount is always required to be authorised prior to the total amount, the following window will appear advising you that the system is waiting for a response to the pre-auth request. If Dolphin is not set up so that a Pre-Auth amount is required, the following two windows will not appear. The process will go straight to point 11 (below). Dolphin Dynamics Ltd Confidential 8

10 10. The Pre-Auth amount which has been authorised will then be cancelled and the following window will appear. 11. An Authorisation request is then sent for the total amount to be taken off the card and the following window will appear. 12. Finally, when the card authorises, the following window appears: Dolphin Dynamics Ltd Confidential 9

11 This window advises you that the transaction is possible. An authorisation code has been obtained. This completes the first stage of the overall authorisation process. Stage Two 13. You are then given the option to confirm the transaction or decline it. Click on Confirm to complete the final stage of the credit/debit card authorisation process. Choosing Decline at this stage will reverse the transaction. 14. The receipt number will be displayed momentarily. The travel folder will now display the payment in the Pricing TAB. Receipt amount shown here 15. If the receipt is retrieved, the Authorisation code is visible in the receipt screen. Dolphin Dynamics Ltd Confidential 10

12 Servebase authorisation code The receipt will be flagged as Bank Exported. Refunding Monies Back onto A Customer s Credit/Debit Card 1. To refund money back onto a client s credit/debit card, open the travel folder & click on the Refund button. Dolphin Dynamics Ltd Confidential 11

13 2. In the Refund window, select Credit Card as your refund Payment Method. Because you have selected Credit/Debit Card as your refund payment method, a Credit Cards window appears. This displays any credit/debit card numbers that have been stored in the client/company/agent profile (the box will be blank if no information has been stored). If the card number that you wish to refund money onto is detailed, highlight it with your mouse & click on OK. This will automatically insert the card details into the Refund window for you. OR If no card numbers are detailed or you are using a different card, cancel out of this window & manually enter the credit/debit card details directly into the Refund window. 3. Select the Type of Refund Full or Partial. 4. Enter any applicable notes in the Notes fields. Dolphin Dynamics Ltd Confidential 12

14 5. Enter the amount to be refunded into the This Refund box. 6. Check all the details you have entered. When you are sure everything is correct & you are ready to authorise this refund, click on OK Print. 7. In the Refund Print window, click on the relevant button depending on whether you want to print a refund out for your client. 8. Dolphin will now link with Servebase to authorise this credit/debit card transaction. If Dolphin is set up so that a Pre-Auth amount is always required to be authorised prior to the total amount, the following window will appear advising you that the system is waiting for a response to the pre-auth request. If Dolphin is not set up so that a Pre-Auth amount is required, the following two windows will not appear. The process will go straight to point 10 (below). Dolphin Dynamics Ltd Confidential 13

15 9. The Pre-Auth amount which has been authorised will then be cancelled and the following window will appear. 10. An Authorisation request is then sent for the total amount to be refunded onto the card and the following window will appear. 11. Finally, when the refund authorises, the following window appears: Dolphin Dynamics Ltd Confidential 14

16 This window advises you that the transaction is possible. An authorisation code for the refund has been obtained. You are then given the option to confirm the transaction or decline it. Click on Confirm to complete the final stage of the credit/debit card authorisation process. Choosing Decline at this stage will reverse the transaction. 9. The refund number will be displayed momentarily. The travel folder will now display the adjusted Already Paid & Balance Due amounts after the refund in the Pricing TAB. Dolphin Dynamics Ltd Confidential 15

17 What Does The Authorised Receipt/Refund Look Like? Click on the History TAB followed by the Payment Details button. Highlight the Receipt/Refund & click on Retrieve. Receipt Dolphin Dynamics Ltd Confidential 16

18 Refund These windows show the authorised payment/refund. The authorisation code has been inserted into the Auth box. It is not possible to edit a receipt/refund that has been automatically issued by Dolphin/Servebase. This is to maintain data integrity. When Does A Transaction Not Authorise? Dependent on your Site Details settings, when a credit/debit card is authorised via Servebase, the accompanying house number, postcode and CV2 number (Card Security Code) are verified against the card number. Therefore, a transaction may not authorise for a number of reasons, including if the address is correct but the CV2 number is not, or vice versa. Examples of some of the error messages you may encounter are shown below. The address is correct, but the CV2 number is not The following window is displayed: Dolphin Dynamics Ltd Confidential 17

19 Click on OK to return to the Receipt window & re-enter the card details. The CV2 number is correct, but the address is not Click on OK to return to the Receipt window & re-enter the card details. Neither the CV2 number or the address are correct Click on OK to return to the Receipt window & re-enter the card details. Referral request Dolphin Dynamics Ltd Confidential 18

20 Some transactions cannot be authorised by Servebase. If this happens, a window similar to the one above is displayed advising this. You would then need to obtain authorisation by calling the applicable telephone number, manually enter the authorisation code into the Auth Code window, and then click on Confirm. Alternatively, if you are unable to get authorisation for the transaction, click on Decline. Card declined Some transactions will be declined by Servebase. If this happens, a window is displayed advising this. Note: - There are other error messages that may be displayed in addition to the examples above. Manual Authorisation If you have already obtained an authorisation code for the credit/debit card transaction, the transaction does not need to be authorised again via Servebase. Instead, manually enter your authorisation code in the Authorisation field and do not select the Bank Funds check box. The receipt or refund will then be processed without being sent to Servebase for authorisation. Dolphin Dynamics Ltd Confidential 19

21 If you have been given an authorisation code from your merchant services provider over the phone, but you still wish the transaction to be settled by the bank, enter your authorisation code in the Authorisation field and select the Bank Funds check box. If this check box is not selected, then it is assumed that the transaction has already taken place at a previous time and the manual process is being carried out just to record this fact in Dolphin. However, if the check box is selected, then the funds will be sent to be settled with the bank. Enter authorisation code here Select Bank Funds check box here Dolphin Dynamics Ltd Confidential 20

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