Merchant e-solutions Payment Gateway Back Office User Guide. Merchant e-solutions January 2011 Version 2.5

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1 Merchant e-solutions Payment Gateway Back Office User Guide Merchant e-solutions January 2011 Version 2.5

2 This publication is for information purposes only and its content does not represent a contract in any form. Furthermore, this publication shall not be deemed to be a warranty of any kind, either express or implied. Merchant e-solutions expressly disclaims, and you expressly waive, any and all warranties, including without limitation those of merchantability and fitness for a particular purpose. Merchant e-solutions reserves the right to alter product specifications without notice. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage or retrieval system, without Merchant e-solutions permission. MeS Payment Systems Merchant e-solutions 2011 MasterCard is a federally registered trademark of MasterCard International, Inc. Visa is a federally registered trademark of Visa, U.S.A., Inc. ZIP code and ZIP + 4 are federally registered trademarks of the United States Postal Service.

3 Table of Contents Chapter 1 Related Documentation Applicable documents Related documents Document revisions... 2 Chapter 2 - Overview Authorization Settlement Transaction Types Transaction Elements Address Verification Service Cardholder Validation Commercial and Purchase Card Extended Data MOTO/Card Present Indicator... 5 Chapter 3 - HOME At-A-Glance Activity Shortcuts Service Alerts and Industry News... 7 Chapter 4 - ADMIN General Configuration AVS Configuration CVV2 Configuration Chapter 5 - TRANSACTION Transaction Types Required Fields Dynamic DBA Fields Processing a Transaction Chapter 6 - BATCH MANAGEMENT Batch Management Overview View Unsettled Transactions FX Unsettled Transactions Settled Batches FX Settled Transactions View Rejected Transactions Batch Summary Report Chapter 7 - WEB REPORTING Chapter 8 - Help Merchant e-solutions, Inc. 1

4 Chapter 1 Related Documentation 1.1 Applicable documents This document describes the Merchant e-solutions (MES) Payment Gateway Back Office. The following documents provide additional definition and background information. Please refer to the related documents listed for applicable information. 1.2 Related documents Name Message Protocol Management Revision / generation Ver MP1 MeS 3D Security Guide Ver 1.1 MeS FX Processing Guide Ver 1.2 Related topic Converts existing gateway protocols 3D Security using MeS Payment Gateway Application Programming Interface (API) For merchants using Foreign Exchange with International processing MeS Payment Gateway Ver 3.5 Payment Gateway API 1.3 Document revisions Chapter Action Data 2 Update Updated table 2.3 to add Re-Auth transaction type 5 Update Added Re-Auth transaction type to Transaction Types description 2010 Merchant e-solutions, Inc. 2

5 Chapter 2 - Overview This guide provides a reference for using the Merchant e-solutions (MES) Payment Gateway Back Office. The Back Office is used in conjunction with the MES Payment Gateway API that provides a simple interface to the MES payment system. At the most basic level, a successful payment transaction consists of two elements: authorization and settlement. 2.1 Authorization The issuer of the credit card provides the authorization based on a number of factors including availability of credit and status of the account (card not reported stolen, for example). The response provided by the issuer includes an approval acknowledgement or a decline code, along with additional information such as billing address verification and/or cardholder validation value match results. When an approval is issued on a credit card transaction, that dollar amount is removed from the amount of available credit on that account for a given timeframe (determined by the issuing bank). 2.2 Settlement When a sale transaction has been successfully authorized (has received an authorization code), it is stored for settlement. Pre-Auth transactions (see table below) that are converted to a sale are also stored for settlement. When a batch is settled, the transactions are cleared from the unsettled batch and processed at the batch cut-off time established under ADMIN: General Configuration. Once settled, no further actions can be performed on these transactions. That s because when a batch is settled, the cardholders are charged and the merchant is funded for the transactions. Settlement is automatically performed daily. Transactions that are authorized, but not settled in a timely manner, face the possibility of costing more to process, and present a higher chargeback risk. 2.3 Transaction Types The following transaction types are supported through the MES Payment Gateway Back Office and are typically used to process exceptions when the API interface cannot. Transaction Type Description Comments Sale A charge to the cardholder. Refund A refund to the cardholder or a void if the transaction has not yet settled. A credit transaction does not attempt to match to a prior settled or unsettled transaction. A credit is a Offline These are transactions that have received a valid approval code independent of the Payment Gateway, and need to be entered into the Back Office for settlement. stand-alone transaction. Typical situations which result in Offline transactions are: An authorization attempt results in a Call response. A voice authorization operator or ARU system provides an approval code Merchant e-solutions, Inc. 3

6 Transaction Type Description Comments Transactions are authorized by voice or ARU because the system is unavailable. Pre-Auth Credit Re-Auth A Pre-Auth transaction is authorized but not marked for settlement. Either a separate message to convert to a settled transaction via the API is initiated, or the Pre-Auth can be converted using the Back Office. To issue a refund to a cardholder account without reference to an original sale. When a pre-authorization is settled for less than the authorized amount, a reauth may be issued for up to the total difference. For example, a preauthorization for $100 is settled for $60. There may be one or more re-auth transactions processed for up to the $40 difference. This function is typically used for shipped items as in the case of a back order and should not be used as a way to facilitate recurring billing. Note: Offline transactions are always downgraded to standard Interchange levels. Pre-Auth transactions should be settled within 7 calendar days of the authorization to qualify for the best Interchange rate. This function is only enabled in the back office and API if requested by the merchant. When running a re-auth, the gateway will pull the original card number, expiration date, amount, and ZIP code. With the exception of the amount, these fields may not be updated by sending new data, for example, a new ZIP code 2.4 Transaction Elements In addition to transaction types, there are elements of a transaction that may need to be considered when processing credit cards. These involve tools to manage risk and accepting commercial cards that require additional information. 2.5 Address Verification Service Address Verification Service (AVS) is a tool to help merchants manage risk and reduce fraud when accepting non face-to-face credit card transactions. By submitting the cardholder s billing address and zip code at the time of authorization, a comparison is done against the billing information on file at the bank. A response is returned indicating a full (address and zip) match, an address-only partial match, a zip code-only partial match, or a response indicating AVS Results are not available (this could result from a number of factors including an AVS system outage, the issuing bank not participating, etc.). Performing AVS is a requirement with card-not-present transactions in order to qualify for the optimal Interchange rate. Authorization requests that do not include the cardholder s billing address and zip will cost more to process. While the credit card associations have mandated AVS be performed on card-not-present transactions, there is no requirement based on the result at this time. Deciding how to handle transactions that receive responses other than a full match is based on an individual merchant s risk tolerance Merchant e-solutions, Inc. 4

7 The AVS result will not affect the transaction itself, unless blocked in ADMIN: AVS Configuration. 2.6 Cardholder Validation Cardholder Verification Values (CVV) can also help merchants manage risk and reduce fraud when processing non face-to-face credit card transactions. Each card type has a unique name for this feature: Visa: Card Verification Value 2 (CVV2) MasterCard: Card Verification Code 2 (CVC2) American Express: Card Identification Data (CID) Discover: Card Identification Data (CID) The Card Verification Value/Code is a three-digit number that appears on the signature panel of Visa, MasterCard and Discover cards. It usually appears on the back of the credit card, after the account number printed on the signature panel. For American Express cards, it is a four-digit number that appears above and at the end of the embossed card number on the front of the card. Submitting the Card Verification Value/Code is not required by the credit card associations at this time. Deciding whether or not to submit the Card Verification Value/Code is based on an individual merchant s risk tolerance. The CVV result will not affect the transaction itself, unless blocked in ADMIN: CVV2 Configuration. There are a few card issuing banks that will decline a transaction based on a No Match Verification Code response. Merchants can also cancel a transaction with certain CVV results by Voiding a Sale transaction before the next scheduled settlement. 2.7 Commercial and Purchase Card Extended Data Commercial Cards and Level 2 Purchase Cards require additional or extended data as part of the transaction. This data is included when the transaction is settled, and is used by the card issuing bank to provide enhanced reporting to their cardholders. Commercial and Level 2 Purchase Cards that are submitted but do not include the additional required fields may result in a processing fee that is higher than the normal cost for that card category. These fields may vary based on category and card type, but usually consist of one or more of the following: Purchase Order Number (sometimes called Customer Code), Tax Amount, and/or Tax Indicator. The BackOffice has the ability to prompt for the fields required by card type upon approval of the transaction. 2.8 MOTO/Card Present Indicator The credit card associations require that a transaction be identified by certain sales channel characteristics. Non card-present indicators include: a one-time mail/telephone order (MOTO), a recurring MOTO transaction, an installment payment of a MOTO transaction, an e-commerce transaction, a non-secure e-commerce transaction Merchant e-solutions, Inc. 5

8 Credit card issuers may use these indicators in their authorization decision, and the MOTO/e-commerce indicator can be a factor in qualifying for the optimal Interchange rate. This section was intended to provide a general overview of some of the factors involved in credit card processing. The MES Payment Gateway has been designed to give the user tools and controls to efficiently and effectively manage the many components of processing credit card transactions. The remaining sections of this manual address the specific features and functions of the MES Payment Gateway Back Office from an operational perspective Merchant e-solutions, Inc. 6

9 Chapter 3 - HOME 3.1 At-A-Glance Activity At-A-Glance Activity provides a real-time summary of transaction and batch activity. It offers a high-level tool to effectively manage your payment processing. On the summary page, links are provided to view detailed activity. 3.2 Shortcuts The Home Page also provides shortcuts to the most frequent Back Office activities: Enter a new transaction View batch transactions 3.3 Service Alerts and Industry News The Service Alerts and Industry News sections provides you with information on Back Office updates, new services, helpful hints, and payment industry announcements Merchant e-solutions, Inc. 7

10 Chapter 4 - ADMIN ADMIN allows the user to configure settlement time, Address Verification and Card Verification parameters. These options provide flexibility designed to meet the unique requirements of individual merchants. 4.1 General Configuration Set settlement time, default is 00:00:00. This is also where you set whether Address Verification and CVV2 are required data entry elements. Address Verification is set to yes as a default. address 1 and 2 will designate where settlement totals are automatically ed Merchant e-solutions, Inc. 8

11 4.2 AVS Configuration The Address Verification configuration controls responses that are considered valid for capture and settlement of a transaction. If an approval code is received, the transaction may be processed regardless of the AVS response. AVS is a good risk tool to determine the validity of the cardholder Merchant e-solutions, Inc. 9

12 4.3 CVV2 Configuration Card Verification is another risk tool that may be used to verify that the card being submitted is in the physical presence of the cardholder. This is a unique number printed on the back of the card. It does not appear on receipts and helps legitimize the cardholder. This configuration controls responses that are considered valid for capture and settlement of a transaction Merchant e-solutions, Inc. 10

13 Chapter 5 - TRANSACTION Transaction Types Sale: a charge to the cardholder account. Pre-Auth: an authorization request that does not process during the settlement cycle until marked to settle. Offline: a charge to the cardholder account where an authorization code was obtained through another source, such as by phone. Refund: a void or credit to a previously charged card Credit (if enabled): a refund to a cardholder account without reference to an original sale. Re-Auth: re-authorizes a previous sale that was settled for less than the authorized amount, particularly in the case of a backordered item. This item when submitted is treated as a sale, obtained authorization then capturing for settlement in one call to the Payment Gateway. Required Fields Required fields vary depending on the type of transaction. Required fields are designated by a red asterisk (*). Dynamic DBA Fields Dynamic DBA fields are available for merchant use. This allows a merchant to process under a single merchant number but provide a unique DBA at the transaction level to better describe the purchase to the cardholder. This is designed to provide better service to your clients and reduce chargeback s and purchase inquiries. The system will default these fields to the settings for the merchant ID but can be updated for each transaction. Processing a Transaction After completing all the required fields, a transaction can be submitted for authorization by clicking the Submit Transaction button. A Transaction Results will be returned with the status of the transaction Merchant e-solutions, Inc. 11

14 By clicking Reset before submitting or saving a transaction, all information entered in the form fields will be cleared. Once a transaction has been submitted for authorization, the response is returned. Options to either print a transaction record or enter another transaction are available Merchant e-solutions, Inc. 12

15 Sample of a printed transaction record: 2010 Merchant e-solutions, Inc. 13

16 Chapter 6 - BATCH MANAGEMENT 6.1 Batch Management Overview The Back Office provides a number of tools to manage a current batch. A current batch consists of all transactions that have not been settled or deleted. Transactions can be reviewed under View Unsettled Transactions Transactions can be voided or settled individually or in a group Transactions can be downloaded to a report for offline review and use 6.2 View Unsettled Transactions Normal Mode: Allows all unsettled transactions to be viewed together. This includes preauths, sales, voids, and refunds. o An individual transaction may be voided or settled by clicking the designated link. Group Settle: Displays only transactions that are in a Pre-Auth status. o Individual transactions may be settled by checking the settlement box. o All transactions may be settled by checking the Select All box. o Once selected, click on the Save button to confirm. Group Void: Displays all transactions that can be voided. This would include any unsettled transactions. Settled transactions cannot be voided. o Individual transactions may be voided by checking the void box. o All transactions may be voided by checking the Select All box. o Once selected, click on the Void button to confirm. To locate a particular transaction, the search function may be used. The user may search by Last 4 Digits of the Card Number, Invoice Number, or Amount Merchant e-solutions, Inc. 14

17 6.3 FX Unsettled Transactions When processing International Transactions through the MeS Payment Gateway and when Foreign Exchange is used, the Unsettled Report will sub-total by currency, display the currency next to the amount and display the US Dollar converted amount. When processing International, the converted amount to US Dollars is not applicable and will not be displayed Merchant e-solutions, Inc. 15

18 6.4 Settled Batches View Settled Batches provides a summary of batches settled via the Payment Gateway. Select the date range the batch was settled from the drop down menus and then click on the refresh button to view the batch. Click on the Download Report link to download to a CSV file Merchant e-solutions, Inc. 16

19 6.5 FX Settled Transactions When processing International Transactions through the MeS Payment Gateway and when Foreign Exchange is used, the Settled Report will sub-total by currency, display the currency next to the amount and display the US Dollar converted amount. When processing International, the converted amount to US Dollars is not applicable and will not be displayed Merchant e-solutions, Inc. 17

20 6.6 View Rejected Transactions View Rejected Transactions is available by searching a date range. This report may be used to research and resolve declined and rejected transactions. 6.7 Batch Summary Report The Batch Summary totals report is an ed report that can be sent to up to two addresses configured under ADMIN: General Configuration. A sample of the report is shown below: Batch Processed for Profile ID TEST #3 Batch Totals =================================================== Debits Count: 8 Debits Amount: $2.17 Credits Count: 3 Credits Amount: $1.65 Net Amount: $.52 Visa/MasterCard Net Amount: $.52 American Express Net Amount: $.00 Discover Net Amount : $.00 JCB Net Amount : $ Merchant e-solutions, Inc. 18

21 Chapter 7 - WEB REPORTING By clicking the Web Reporting link in the Back Office, access is provided to reporting after the transactions have cleared to the card processors and funds have posted to your merchant account. Reporting also includes monthly statements, fees, and chargebacks Merchant e-solutions, Inc. 19

22 Chapter 8 - Help For general inquiries and questions please contact: Merchant e-solutions Help Desk is available 24 x 7: support: [email protected] For IT staff needing detailed technical assistance please contact: Technical support is available 24 x 7: Merchant e-solutions, Inc. 20