GLOBAL EXPRESS PAYMENT CENTER

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1 GLOBAL EXPRESS PAYMENT CENTER USER GUIDE V1.4 EFFECTIVE 05/14/15

2 TABLE OF CONTENTS 03 Get Started Set Up Terminal Required Step by Admin Set Up Users Required Step by Admin Set Up Receipt Explore Dashboard 14 Settlement of Funds Bank Accounts Fund Schedules 07 Take a Payment Select a Bill/Product Account Inquiry on Customer Accounts Accept Payments With Cash Confirming Payment and Printing Receipt Accept Payments with Check Fees Receipts 15 Compliance What to Be Aware Of 13 End of Day Cash- Out & Reporting End of Day Report Payment Research Historical Commission Report 15 Troubleshooting Trouble Logging In Bank Account Status Authentication and Cookies Computer Hardware Ensuring Successful Payments Voiding and Payment Returns Updating Hardware Firmware Declined Checks Support for Other Browsers Contacting Global Express Support 2

3 Get Started Log In Open up Internet Explorer to access Global Express. It is set as the default web page upon launch. Reference URL: US/Authentication/Login?id=loginLink Set Up Terminal Note: This is a required step to be performed by administrator in the store prior to processing transactions. Step 1. Enter Username and Password Enter the Username and Password that was given to you login and authenticate the computer (terminal) before use. Step 2. Authenticating Terminal Applying a Security Token, or key, is a way of securing down a Point of Sale location, and protect against misuse. Select the I Accept Tick Box when ready to authenticate the terminal for use. Note: Only an Admin can authenticate a terminal for use, selecting the option to unlock the terminal will allow other authorized users the ability to login and use the application. Step 3. Select Terminal to Finish Select the PoS terminal that has been unlocked from the list to complete sign in. 3

4 Setting Up Your Staff Note: This is a required step to be performed by administrator in the store prior to processing transactions. Within the User Management section of the application, you can setup unique User Id s and Login credentials for Staff. Roles can be managed and applied to different users, allowing flexible access to certain features, or all the features of the application, outside of Administrator ability. Watch the Video Step 1. Select User Management From the Dashboard, Select the menu item for Settings, and select User Management from the drop down menu. Step 2. Add New User Select the button listed as +New User at the top of the screen. An overlay will appear with some fields to help identify the new User. Step 3. Fill Out Required Fields After filing out the mandatory fields, a clerk id will be assigned for that person and will be visible on Customer and Merchant receipts taken for payments. For Password Recovery purposes, it is recommended that an is supplied. Step 4. Select Role There are 3 roles a user can fall under. Clerks have permission to facilitate payments and view End of Day and Payment Research Reports. Manager role will have the same clerk access with the addition of g User Management and Commission Reporting. Admin status has permissions to all features including Authenticating terminals. Step 4. Select Location Select All or Individual Locations/Site that are applicable for that user. Set Up Receipt Establish Customer and Merchant Receipts A customer copy of the receipt is always printed at the time of payment, Merchant copies are optional. To print a merchant copy automatically at the time of payment: Step 1. From the Settings drop down menu, select System Settings. 4

5 Step 2. Using the Radio Buttons, select On for Merchant Receipt. Step 3. Select Update and the changes will be applied. Explore the Dashboard Layout and Features The Dashboard is the landing or home screen of the Application. At the very top main Features of the Global Express application, residing in the Menu. Bill Payment From Bill Payment you can inquire on specific products or billers that are setup for your location. If only a single biller is available, then selecting this bring you straight to the Customer Look up screen for that one biller. The complete End- to- End flow of a transaction, from Customer Inquiry, to Payment, to Receipt, is captured within the Bill Payment section. Learn more (link to Bill Payment steps) Reports Selecting Reports will reveal a dropdown with the different types of available reports. End of Day Reporting, for cashing out, Payment Research for finding transactions based on searchable criteria, as well as Commission Reporting for Management is here. Learn more User Management From User Management, Admins and Managers can create new User Accounts for using the application. New users will receive a Clerk Id once the account is created. Access to Locations and Roles (Clerk, Manager, Admin) can be applied to each new account, and updated later if needed. Learn more 5

6 System Settings Selecting System Settings will display variable options that are available for the application. This will include Receipt Options, such as turning off/on Merchant Receipts. Learn more User Settings Users can Log Out of the application, as well as change some of their personal settings, such as Password, from here. Learn more Using the Keyboard and Mouse The Tab key and Enter key are your primary navigation tools. Where applicable, the Arrow Keys will also aid in your navigation. Numeric keys are used for entering Account Info and Payment Amounts, using the Tab button to navigate between fields. Primary features are located in the menu at the top of the screen. Bill Payments, Staff/User Management, Reports, and the Support Center will drive the key tools needed to facilitate Payment Processing. Note: Accessing dropdowns and some field items can be done quicker using the mouse. 6

7 Take a Payment Log In Open up Internet Explorer to access Global Express. It is set as the default web page upon launch. Reference URL: US/Authentication/Login?id=loginLink Step 1. Enter Username and Password Enter the Username and Password that was given to you login and authenticate the computer (terminal) before use. Select a Biller You search for and select a Biller from the Bill Pay section of the application. You can also look up customer accounts from this section. If there is only a single biller supported at your location, simply select Bill Pay to start. Select Bill Pay from the Dashboard Menu Note: Applications enabled with a single Biller/Product will navigate directly to the customer look up screen at this point. Learn more 7

8 Search or Select Biller Top Billers are hosted on the Product Shelf. Selecting the appropriate Biller will navigate to the Customer Look Up screen. Alternatively, Using the Search Field to locate the Biller Typing the name of the Biller uses the Search Field. Results will begin to filter back after the first letter is typed. For example: Type A to see all billers that start with the letter A. Account Inquiry on Customer Accounts Look up a Customer s Account by filling in the required fields returned after selecting the Biller. The Primary Look up method will be returned at the top. If other methods are available, they are presented underneath. Enter Customer Data into the supplied lookup fields. Select or press Enter Find Account. Valid accounts will be returned in the application. Other Ways to Look Up An Account Biller s may support more than one way to validate an account. If secondary methods are available, they will be automatically displayed on the screen to fill out. Secondary look up types can be used in times where the customer does not have their Account Number or Bill Stub, but do have the necessary personal information required to look up their account. 8

9 What If Multiple Accounts Are Returned When validating an account by Account Number, a single customer record will be returned after a successful match. Billers may support multiple accounts per customer, where supported, secondary look up fields are offered, and may return all linked accounts for that customer. Select the appropriate account for the customer and proceed with payment. Scanning an Account Stub When supported a visual indication is presented on the Customer Inquiry screen that the Scanner is available for use. Insert the Customer s Account Stub into the Scanner to use this feature when indicated. Returned Accounts Presentment Customer data is returned in the Presentment. These are the details provided by the biller about the Customer, at times it can be very detailed, while at other times it may only be the account number. Accepting a Payment with Cash Cash is the default payment method. By default cash is the pre- selected Payment Type. If other payment methods are available they will be placed as an option next to cash. Step 1. Enter the amount to apply to the account in the field provided. Step 2. If a Customer fee is required, it will be displayed and added to the total. Step 3. Validate payment method. Cash is selected by default. Step 4. Select or press Enter when highlighted to Submit and initiate the payment. Confirmation will be required. 9

10 Confirming Payment and Printing Receipt A final validation screen is visible to verify the payment details and the receipt options. Agents should collect cash PRIOR to processing the payment. If there are special instructions, such as No Refunds, this will be displayed to the Agent. Receipts The Receipt Options established in the System Settings screen will be visible as the default selected option. Options for Print Merchant Copy, Language of Customer Copy, and receipt (if Biller supports this feature) can be overridden on a per- payment basis. Accepting a Payment with Check Scanning Checks With Your Scanner By default, cash is the pre- determined tender, but, if the Biller, Location, and your Customer support Check as a form of payment, it will be available as a selectable option. To process a check payment, follow these steps: Step 1. Select Check Select Check as payment type prior to submitting payment. 10

11 Instructions On Screen for Scanning the Check Insert the check into the Scanner when prompted that the scanner is ready. Step 2. Validate Check A successful scan will prompt the agent for validation. A clear scan aids in smoother processing downstream. A Rescan option is available if there is a need to scan the check again, this will override the original image taken. Step 3. A Confirmation and Print Receipt overlay will appear after successful scan The Cash and Check confirmation are the same apart from the visual. Select YES to submit payment, select CANCEL to cancel. 11

12 Reminder: Keep the checks after processing Secondary validation happens once the Check Image moves downstream for processing. In the unlikely event the check does not meet the satisfactory image requirements, Agents may be asked to scan the check again through the software. For this reason Agents are asked to keep checks on hand for a minimum of two weeks after processing. Fees Convenience Fees are displayed to the agent upon Selecting a Biller and upon payment, are always collected in Cash. They are not applied against the account, and the payment amount entered excludes the fee. Confirming Payment and Printing Receipt Reminder: Keep the checks after processing Selecting Submit to process the payment will prompt for Confirmation, as well as provide options for the Receipt. The Receipt Options established in the System Settings screen will be visible as the default selected option. Options for Print Customer Copy, Print Merchant Copy, Language of Customer Copy, and receipt (if Biller supports this feature) can be overridden on a per- payment basis. 12

13 Reports End of Day Settlement Review the Summary of the day s payments through the application on the End of Day Report. Select the Reporting option from the menu, and select End of Day Settlement from the drop down. Displayed will be totals for the for all cash payments, check payments (if applicable), total fees paid by the customer, total Agent Share, Global Express, as the total amount due (total cash payments + GE Fee) for the day selected. Viewing the payments that make up the totals can be found by clicking on the Date hyperlink in the results. Step 1. Select End of Day Report from the Reports Menu. Step 2. Review by Clerk/User, Terminal or at a Site/Location level. Note: Sweeping of Funds will be done at a Location level Multiple terminals can make up a Location. The sum of all those terminals will be the total of the Sweep. Deposit the funds expected into the bank prior to the Sweep. See Sweep details and schedule here. Payment Search and Research View Payment Details in Real- Time Payments made today or historical payments can be viewed in the Payment Search Report. Customer Details, Payment Details, and Payment Status (Success, Void) are stored for reference when needed. When researching payments use the appropriate fields to quickly locate a transaction. There are multiple ways to search, generally by Biller or by Account, or directly with a Payment or Session ID. Historical Reporting Daily, Weekly, Monthly, Yearly Historical data for sweeps and commissions can be found using this report. Reports can be exported and printed for Record Keeping purposes. 13

14 Free Agent Commission Report (Displayed only for Free Agents) The Free Agent Commission Report will display monthly commission for the past calendar month. Revenue is available per Product, with a breakdown for transactions and number of transactions per commission amount. This report will match the monthly commission amount that is remitted to Agents on the 5th of each month. This report is available for review annually for each month. Settlement Bank Accounts The bank account defined for the Agent is debited Monday to Friday. Bill payments from each day from Monday to Sunday are debited separately so that each debit corresponds to the amount reported in the Agent's EOD report The debit amount for each Agent is calculated as: o Total Bill Payment Amount + Total Fee ( Agent Commission) o Posted online between 12AM EST to 11:59:59 PM EST on the given day Standard Sweep Schedule: Schedules may vary, the standard defined for Agents is: Settlement Ranges and ACH Sweeping Schedule Payments Taken On: Friday, 12:00:00AM EST Sunday 11:59:59PM EST Monday, 12:00:00AM EST 11:59:59PM EST Tuesday, 12:00:00AM EST 11:59:59PM EST Wednesday, 12:00:00AM EST 11:59:59PM EST Thursday, 12:00:00AM EST 11:59:59PM EST Sweep: Tuesday Wednesday Thursday Friday Monday Note: There are three separate debits on Tuesday. These make up the separate transactions from Friday, Saturday, and Sunday. 14

15 Compliance What to Be Aware Of Accepting payments within compliance of the governing rules and bodies applied by the IRS and other federal agencies is required. Key items to be aware of: When $10,000 is applied to the same account, in cash, within 24 hours, Global Express is required to fill out IRS Form 8300 Report of Cash Payments over $10,000 Received in a Trade or Business. The details required to gather prior to accepting Payment. Troubleshooting Resolving the Unexpected Tips are below to help resolve common issues. Reach out further to our Support Center at xxx- xxx- xxxxx or submit a ticket into our help desk at url here/ here for direct assistance. Trouble Logging In Options Common examples are an incorrect pairing of username and password. If your is registered on the application, it can be used to activate the Lost Password feature. Select Lost Password on the Dashboard to re- send the Username to the requested , as well as administer a temporary password. No Access to Bill Pay Dashboard Notification If the Bill Payment option or any other Feature is not available and the Dashboard Notification was unable to assist, there might be an issue with the Account or Bank setup. Refer to Agent Support in times when assistance is required outside the Application. 15

16 Ensuring Successful Payments Confidence for you and your customer Upon submission of payment and printing of receipt, all payments are successful unless a specific error was returned (Such as a Duplicate Payment detected). In the rare case scenario where an error is returned or no response was returned to the application, a Help step will be given on screen. Additional validation is available by looking for the payment on the Payment Search report. There will be a payment id as well as current Status for that transaction. Voiding and Payment Returns The Importance of Validation Voiding a payment is regulated on the Biller. If the Biller permits voiding of payments made to an account (usually same day) then the option to void will be available to the Agent up to the cut- off time permitted by the biller. When voids are NOT supported, the AGENT IS STILL RESPONSIBLE FOR THE FUNDS. In certain circumstances, the Customer can contact the biller and request a Return or Transfer to a different account. Hardware Firmware Updating When Needed Over time firmware may be updated to support new features. When this occurs a message may be returned on screen notifying that this update is available with applicable instructions. Declined Checks Next Steps At the time of payment, if the check was scanned successfully, the payment will be submitted and the account will be credited. There may be times where the Check does not meet the satisfactory requirements for processing, and in this instance it may be required to Re- Scan the check. To Re- Scan a check: Step 1. Payment Research Select Payment Search from the Reports Menu. Step 2. Find the Payment Use one or some of the available search parameters to find the Payment that requires a new check scan. Using the Payment Id will return the payment directly. Step 3. Rescan the Image Selecting the Payment will display an option of Rescan Check. When selected an Overlay will appear with instructions for Rescanning. The flow is the same as seen when scanning a Check during a Bill Payment. 16

17 Support for Other Browsers To fully support the integrated hardware, such as printers, or scanners, Internet Explorer, versions 10 and 11, is currently the only supported Browser. Support 24- Hour Support. Direct and Indirect From within the Support Center there is access to all the tools needed if a problem is encountered. Select the User Guide or FAQ to see commonly asked questions, find links to enter a Technical Support ticket, or call our for 24x7 call centre, toll free. Step 1. Select Support from the Dashboard Menu. Step 2. Pick the type of Support you need. 24/7/365 Call Center Call one of the numbers listed to directly talk to someone on the Support team. Support Ticket Full support is also available by submitting a Technical Ticket. Different ticket options will be available in order to ensure we get the right person to help with your request On- going enhancements and new features are continually being added, feel free to send out any request when something isn t working quite right for you. Also if there is something you really like, let us know. FAQ & Support Documentation The common questions and scenario s people run into are here. This very document being read right now is available for download, export, printing, and reading. 17

18 Dictionary Agent Agent Id The Location or Business that is authorized to facilitate payments on behalf of other billers. An ID assigned to that agent. Usually 5 digits in length. Biller Clerk Synonymous with Product. It is the name of the Company that is available for Payment. The person signed into the Point of Sale, facilitating payments. Clerk Id Credentials An ID assigned to a Clerk. This id will be visible on both Customer and Merchant Receipts. Log In details, Username and Password to access the Application. Customer The person making the payment. Customer Receipt A receipt for the Customer with details on the Transaction and Payment. EoD An acronym for End of Day. Often tagged with Report for the EoD report. Fee Hardware Merchant A cost incurred for the transaction. Usually paid for by the Customer. Fees are added to the Payment Amount to create a Total Payment Amount. The physical devices linked to the Application. Common Hardware is the Printer, and Scanner. The location that is facilitating the payment at the time of sale. Merchant Receipt A store receipt for a Transaction. Separate from a Customer Receipt. Name Definition. Payment Payment ID Synonymous with Transaction. Applying a credit to customer's account from a Payment. A Payment Id is issued in response. An ID assigned to a Payment. Every payment has a unique payment id. PoS Point of Sale Application. 18

19 Posting Time Push The Time it takes to post to the account. When the customer can expect to see an update made to their balance. Real- Time or Instant posting times will be applied immediately after the time of payment. The process of "pushing" funds, usually to the Biller. RDM Scanner A supported scanner that Scans both Account Stubs AND Checks. Reversal Settlement Cancelling a payment after posting, but before funding takes place. Not every Biller supports Reversals. The process of moving Funds to appropriate parties. Site Synonymous with Location. Site Id Sweep Tender An ID assigned to a Location. A location may have multiple terminals, but, only one Site Id. An Agent may have multiple Site IDs. The process of "sweeping" funds from a bank account, usually the Agents to allow funding to the Biller. A method of payment, such as Cash or Check. Terminal The Point of Sale (PoS). Includes the computer and application. Terminal ID Transaction An ID assigned to that terminal. Every PoS is registered with a single id, usually 5 digits in length. Synonymous with Payment. Applying a credit to a customer s account. Void Cancelling a payment before funding takes place, usually same day. Not every Biller supports voids. 19

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