Payment Collection Gateway V+POS. User Guide NSB

Transcription

1 Payment Collection Gateway V+POS User Guide NSB

2 This manual contains proprietary and confidential information of Bank of America and was prepared by the staff of Bank of America. This user guide may not be reproduced or disclosed to others in whole or in part without the written permission of Bank of America. Permitted reproductions shall bear this notice and the Bank of America copyright notice. The user of this user guide acknowledges the rights of Bank of America in the contents and agrees to maintain this user guide and its contents in confidence. Bank of America Member FDIC 2007 Bank of America Corporation All rights reserved. None of the enclosed material may be reproduced or published without permission of Bank of America NSB V+POS v5.0.2, May 2006 i

3 Contents Introduction...1 Conventions...1 List Fields...2 Radio Buttons...2 Getting Started...3 Logging In...3 Credit Card Processing...1 Authorizations and Captures (Sales)...1 Authorizations...3 Swipe...5 Credits and Voids for Credit Cards...7 Credits...9 Voids...12 Capturing Authorizations...15 Manual Authorizations...19 ACH / Online Check Processing...22 ACH Debit...22 ACH Void...25 Customer Profiles...30 Creating a New Customer Profile...30 Create Profile...30 Add New Credit Card Payment Method...32 Add New ACH Payment Method...35 Add New Bills/Accounts (Client Account) Information...38 Add Payment Plan...41 Search Customer Profiles...45 Modify Customer Profiles...47 Modify Customer Profile...48 Modify Payment Methods...52 Modify Bills/Accounts (Client Account) Information...56 Modify Payment Plans...58 Delete Customer Profiles...59 Delete Customer Profile...59 ii

4 Delete Payment Methods...63 Delete Bills/Accounts (Client Account) Information...66 Delete Payment Plans...67 Issuing Transactions from Profiles...68 Authorization & Capture (Sale) or Authorization...68 ACH Debit...72 Account Number as a User Defined Field...75 Searching Transactions...80 Logging Out...83 Frequently Asked Questions...85 Glossary of Terms...86 Index iii

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6 Introduction The Payment Collection Gateway allows customers to accept credit card and check payments over the Internet and to manage those payments over their life on the system. The Payment Collection Gateway administration suite comprises the following components: v+administrator Provides customers with a single interface to configure their Payment Collection Gateway products. Users with administrator privileges may make changes to user accounts or policies that govern products. v+pos A full-featured, web-based point-of-sale (POS) interface for clerk and customer service operations. The v+pos virtual point-of-sale terminal can be accessed from any web browser that supports Version bit Secure Sockets Layer (SSL) encryption. v+pos supports credit card sales (with simultaneous authorization and capture or with separate authorization and capture), credits and partial credits, voids, and voice authorizations. Among its features are intelligent loss-prevention agents, including a function that prevents credit card and online check refunds from being issued for amounts greater than the original transaction or to accounts different than the original payer. v+clerk Enables customers to monitor, track, manage, and reconcile all payments processed on Payment Collection Gateway for a given payment application. It provides a number of business standard financial and transaction reports. v+tps Allows customers to view interactive voice response (IVR) call metrics for the preceding 7 days. This guide presents concise, step-by-step procedures for completing all v+pos tasks. It will be used during Payment Collection Gateway training and is designed to serve as a quick reference to assist you in familiarizing yourself with the system. This guide is intended for v+pos users who will be processing credit card and online check payments. Conventions Throughout this application, certain conventions are used to signify particular types of information or how that information is entered into a particular field. 1

7 List Fields List fields are shown with a drop-down button at the end of the field. To select an item, click the drop-down button and then click the desired value. Drop-down button Radio Buttons Radio buttons are used for exclusive selections where only one item can be selected from a small number of choices, as shown below. In some cases, a default value may already be selected. 2

8 Getting Started Logging In All Payment Collection Gateway administration suite functions are accessed using the Internet. If you wish, you can create a bookmark that automatically takes you to the Payment Collection Gateway web site. Your session will be logged off automatically after 20 minutes of inactivity. You should log off whenever you must leave your computer unattended. Step 1 Open your web browser and enter the web address provided by your Bank of America Project Manager. The Payment Collection Gateway Logon screen appears. Note. Your username and password will originally be assigned by the Bank of America Project Manager. You will be able to change them the first time you log in. Step 2 Type your Username and Password and click the Log On button. The Payment Collection Gateway main menu appears, indicating you have logged in correctly. 3

9 Note. Items that you are not allowed to access will be indicated by a You do not have permission to access message. Depending on the type of processing your organization performs, links to more than one payment application may appear in the v+pos and v+tps boxes. Step 3 On the Payment Collection Gateway main menu, click the link for the v+pos payment application you want to use. The v+pos menu appears, showing all v+pos functions. 4

10 Issue Transactions - Credit Card Authorization & Capture (Sale) Combines the pre-purchase authorization with the post-purchase capture when there is no delay between the card authorization and transaction fulfillment (delivery of services or goods). Authorization Reserves a portion of credit from a cardholder s account for a set number of days without charging an account unless a capture is processed. An authorization may expire in time. This can range from Swipe - Sales and Authorizations can also be processed through a Point-of-Sale card-swipe terminal. Credit - A credit initiates the refund of money to the cardholder s account after settlement of a capture, or authorization and capture. Credits are processed during the next settlement and can only be processed against the same credit card that initiated the original transaction for amounts less than or equal to (but never more than) the original amount of the transaction. Both the original transaction and the credit appear on the cardholder s credit card statement Void - A void removes a credit, capture, or authorization and capture from the current settlement batch, preventing money from being transferred to or from the cardholder s account. Void transactions will not appear on the cardholder s credit card statement. Capture an Authorization Marks a previous authorization transaction for settlement. At settlement, captured transactions are reported to the acquiring bank and the cardholder s account is charged. If the authorization has expired then you will not be able to capture it. 5

11 Manual Authorization If an issuing bank requests voice authorization for a transaction, call the bank at the number listed on the back of the customer s credit card. After receiving an approval, process a manual authorization followed by a capture transaction to mark the transaction for settlement. Manual authorizations may only be processed for authorization or authorization and capture transactions flagged for manual approval by the issuing bank. Issue Transactions - Online Check Debit Transfers funds from a customer s personal or business checking or savings account. Credit or Void A credit or a void reverses a debit transaction from the settlement batch, preventing money from being transferred from the customer s account. Search or Create Customer Profile Criteria The criteria field allows search criteria information to be entered for searching customer profiles. Search By The search by drop down allows the user to select the field the search criteria will be executed against. Create Adds a new profile to the system. Search Transactions Search Located in the menu bar, this lets you search for pending or settled credit card and online check transactions for the past 365 days and view transaction details. Depending on the type of transaction and user access, you can process captures, voids, and credits. 6

12 Credit Card Processing Authorizations and Captures (Sales) Use this function for transactions where there is no delay between the card authorization and transaction fulfillment (delivery of services or goods). Step 1 On the v+pos menu, click Authorization & Capture (Sale) under the Credit Card section. The Credit Card Authorization & Capture screen appears. Step 2 On the Credit Card Authorization & Capture screen, complete the customer account information as follows: Type the remittance ID (if not auto-generated). Select the credit card type from the list box (only cards that are configured for your application will appear). 1

13 Type the credit cardholder s name, mailing address, ZIP code, and credit card number. Select the credit card expiration month and year. Type in the Signature Panel Code if you know it. Type the transaction amount. Type the customer s address if you would like a receipt ed to them. Type the customer s account identifier (This will be what your organization has configured for the user defined fields). Click the Submit button. If valid, the Transaction Successful message appears along with a receipt. An is also sent out if you had entered the customers address on the previous page. Step 3 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. 2

14 Authorizations Use this function to reserve credit from a cardholder s account for a set timeframe (2 4 weeks, depending on the issuing bank) before it expires. Money will not be billed to the cardholder s account unless a capture transaction is processed. If the authorization has expired, the capture will fail. Step 1 On the v+pos menu, click Authorization. The Credit Card Authorization screen appears. Step 2 On the Credit Card Authorization screen, complete the customer account information as follows: Type the remittance ID (if not auto-generated). Select the credit card type from the list box (only cards that are configured for your application will appear). Type the credit cardholder s name, mailing address, ZIP code, and credit card number. 3

15 Select the credit card expiration month and year. Type in the Signature Panel Code if known. Type the transaction amount. Type the customer s address if you would like a receipt ed to them. Type the customer s account identifier (This will be what your organization has configured for the user defined fields). Click the Submit button. If valid, the Transaction Successful message appears along with a receipt. An is also sent out if you had entered the customers address on the previous page. Step 3 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. 4

16 Swipe If you have a swipe device connected to your computer you can use the Swipe option for either an Authorization or an Authorization & Capture. Step 1 On the v+pos menu, click Swipe. The Swipe Data Input screen appears. Step 2 On the Swipe Data Input screen, place your cursor in the text box and swipe the card. If the card swipe is successful then you will see the text box populate with data. If the page does not automatically submit and take you to the next page, click the Submit button The Credit Card Authorization or Credit Card Authorization & Capture (Sale) screen appears. 5

17 Step 3 On the Credit Card screen, complete the customer account information as follows: Type the remittance ID (if not auto-generated). The Card Type and Card Holder Name should be pre populated. Type the credit card holders mailing address and Zip Code. The Card number should be pre populated. The credit card expiration month and year should be pre populated. Type in the Signature Panel Code if you know it. Type the transaction amount. Type the customer s address if you would like a receipt ed to them. Type the customer s account identifier (This will be what your organization has configured for the user defined fields). Click the Submit button. 6

18 If valid, the Transaction Successful message appears along with a receipt. An is also sent out if you had entered the customers address on the previous page. Step 4 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. Credits and Voids for Credit Cards Use this function to process the following types of transactions: Credits For transactions that have already been settled a credit, refunds money to the cardholder s account during the next settlement batch (must be the same credit card used in the original transaction). Voids For transactions that have not already been settled (usually within the same business day), remove a transaction from the current settlement batch and prevent the cardholder s account from being charged. Step 1 On the v+pos menu, click Credit or Void. 7

19 The Credit or Void Transaction Search screen appears. Step 2 On the Credit or Void Transaction Search screen, enter the search criteria as follows: Type the Remittance ID to view a single transaction or leave it blank to view all transactions. Entering a remittance ID may return a payment chain consisting of the original payment transaction and any associated follow-on transactions (captures, credits, and voids) grouped under a common remittance ID. If you know some of the Remittance ID you can enter a partial ID and check the Advanced Search checkbox Use the list boxes to select the start and end dates for the transaction date range. Select the Time Zone if not already selected. Click at least one transaction type (to select more than one type, hold the Ctrl key while clicking). 8

20 Step 3 When all search criteria are entered on the Transaction Search screen, click the Submit button. The Transaction Search Results screen appears, listing payment ID and type, transaction type, remittance ID, name, amount, end date, and status for each transaction. The screen lists a maximum of 10 transactions. Pagination controls appear at the bottom of the screen if there are more than 10 transactions. Step 4 Click the payment ID to view the details for a transaction. The Transaction Details screen will appear for the appropriate transaction type: Credits (see page 13) Voids (see page 15) Credits Processing a credit transaction refunds money to the cardholder s account for transactions where the batch has already been closed for settlement (must be the same credit card used in the original transaction). Step 1 Select the payment ID for a credit card transaction on the Transaction Search Results screen (see above). 9

21 The Transaction Details screen appears for the selected transaction. Credit this transaction appears at the bottom of the screen as the action for transactions that have already been settled. Notes: Parent transactions If the transaction is linked to a prior transaction, the parent transaction ID appears. Clicking the link displays the original transaction. Partial credits A credit can be issued in any amount up to the original amount charged. Step 2 Click the Credit this transaction link. The Credit Card Credit screen appears. 10

22 Step 3 On the Credit Card Credit screen, complete the customer account information as follows: Type the missing digits of the customer s credit card number. Adjust the amount to be credited if it is a partial credit. Type the customer s address if you would like a receipt ed to them. Click the Submit button. The Transaction Successful and receipt screen appear. 11

23 Step 4 Click the first Click here link in the message to return to the v+pos menu or click the second Click here link to display a receipt page to be printed. Voids Voiding a credit card transaction removes it from the current batch if the batch has not been closed for settlement and prevents the cardholder s account from being charged. (If the batch has been settled, a credit must be processed.) Step 1 Select the payment ID for a credit card transaction on the Transaction Search Results screen (see page 12) The Transaction Details screen appears for the selected transaction. Void appears as the action link if the batch has not been closed for settlement. 12

24 Note. Parent transactions If the transaction is linked to a prior transaction, the parent transaction ID appears. Clicking the link displays the original transaction. Step 2 Click Void. The Void confirmation screen appears. 13

25 Step 3 Click Submit. The Transaction Successful and receipt screen appears. 14

26 Step 4 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. Capturing Authorizations A capture transaction marks a previously processed authorization transaction for settlement. At settlement, captured transactions are reported to the acquiring bank to initiate the movement of funds from the cardholder s account. Step 1 On the v+pos menu, click Capture an Authorization. The Transaction Search screen appears. 15

27 Step 2 Enter the search criteria on the Transaction Search screen as follows: Type the remittance ID to view a single transaction or leave it blank to view all transactions. If you know some of the Remittance ID you can enter a partial ID and check the Advanced Search checkbox Use the list boxes to select the start and end dates for the transaction date range. Click at least one transaction type (to select more than one type, hold the Ctrl key while clicking). Step 3 When all search criteria are entered on the Transaction Search screen, click the Submit button The Transaction Search Results screen appears, listing Payment ID, Payment Type, Transaction Type, Remittance ID, Name, Amount, End Date, Status and User Defined Fields for each transaction. The Transaction Type for online checks is debit. 16

28 Step 4 Click the Payment ID to view the details for a transaction. The Transaction Details screen appears. 17

29 Step 5 Click the Capture link. The Credit Card Capture screen appears. Step 6 On the Credit Card screen, complete the customer account information as follows: Type the Signature Panel Code if known. Type the amount to be captured. You can capture any amount up to the amount originally authorized. Type the customer s address if you would like a receipt ed to them. Click the Submit button. The Transaction Successful message appears. 18

30 Step 7 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. Manual Authorizations If an issuing bank requests voice authorization for a transaction, call the bank at the number listed on the back of the customer s credit card. After receiving an approval, process a manual authorization followed by a capture transaction to mark the transaction for settlement. Manual authorizations may only be processed for authorization or authorization and capture transactions when flagged for manual approval by the bank. Step 1 On the v+pos menu, click Manual Authorization. The Manual Authorization screen appears. 19

31 Step 2 On the Manual Authorization screen, complete the customer account information as follows: Type the remittance ID (if not auto-generated). Select the credit card type from the list box. Type the credit cardholder s name, mailing address, ZIP code, and credit card number. Select the credit card expiration month and year. Type the transaction amount. Type the authorization code (from the issuing bank). Type any User Defined field information (optional). Step 3 Click the Submit button. If valid, the Transaction Successful message appears. 20

32 Step 4 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. 21

33 ACH / Online Check Processing ACH Debit Use this functionality to make a payment from a customer s checking or savings account. Step 1 On the v+pos transaction menu, click Debit under the Online Check section. Step 2 On the Personal Check Debit screen, complete the required customer account information as follows: Type the Remittance ID (if not auto-generated). Type the First Name from the Check. Type the Last Name from the Check. Type the Address from the Check. Type the City from the Check. Select the State from the Check. Type the Zip Code from the Check. Type the Routing Transit Number from the Check. Type the Account Number from the Check. Select the Account Type Select the Standard Entry Class (if more then one). Type the Amount to be debited. Type the Address (optional). Type any User Defined field information (optional). 22

34 Step 3b On the Business Check Debit screen, complete the required customer account information as follows: Type the Remittance ID (if not auto-generated). Type the First Name from the Check. Type the Last Name from the Check. Type the Address from the Check. Type the City from the Check. Select the State from the Check. Type the Zip Code from the Check. Type the Routing Transit Number from the Check. Type the Account Number from the Check. 23

35 Type the Employer Identification Number/Tax ID. Select the Account Type Select the Standard Entry Class (if more then one). Type the Amount to be debited. Type the Address (optional). Type any User Defined field information (optional). Step 4 Click the Submit button. If valid, the Transaction Successful success message will be shown along with the Receipt screen (shown below). Step 5 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. 24

36 ACH Void Use this functionality to make a payment from a customers checking or savings account. Step 1 On the v+pos transaction menu, click Credit or Void under the Online Check section. Step 2 On the Online Check Credit or Void: Transaction Search screen, complete the information as follows: Type the Remittance ID to search for a specific transaction (optional). Click the Advanced Search box if you know a partial Remittance ID (optional). Select the Day, Month and Year for a Start Date to narrow your search. Select the Day, Month and Year for an End Date to narrow your search. Select the Time Zone (optional). Select the Type of transaction you wish to Void. 25

37 Click the Submit button. Step 3 On the Online Check Transactions Search Results screen, click on the Payment ID link for the transaction to be voided. Step 4 On the Online Check Transaction Details screen, click the Void link next to the Action label or click Return to Search Results to go back to the results to select another transaction. 26

38 Step 5 On the Online Check Void Confirmation screen, click the Submit button to Void the transaction or click the Cancel button to return to the Transaction Details screen. 27

39 Step 6 Click the Submit button. If valid, the Transaction Successful success message will be shown along with the Receipt screen for the voided transaction (shown below). 28

40 Step 7 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. 29

41 Customer Profiles This functionality, available with the Scheduled Payments (v+sp) module, allows for a clerk to store customer profile and payment information on the Payment Collection Gateway to be able to issue transactions quickly and easily. Creating a New Customer Profile Use this function to create a new customer profile. Create Profile Step 1 On the v+pos Issue Transactions menu, click the Create button in the Right Navigation Panel the select the Create Profile button. Step 2 On the Create Profile screen, complete the required customer account information as follows: Select a Title (optional). Type the customer s First Name. Type the customer s Middle Name (optional). Type the customer s Last Name. 30

42 Select a Suffix (optional). Type the customer s Address. Type the customer s City. Select the customer s State. Type the customer s Zip Code (+4 is optional). Type the customers Address (optional). Type the customers Home, Work and/or Mobile telephone number(s) (optional). Type any Notes that need to be associated with the profile (optional). 31

43 Step 3 Click the Save button. If valid, the Profile Creation success message will be shown along with the View Customer Profile screen (shown below) Note. It is possible to add a Credit Card or ACH payment method directly after entering the customer profile information by selecting the Save & Add Credit Card or the Save & Add ACH button. Add New Credit Card Payment Method Use this function to add a new Credit Card payment method to a customer profile. Step 1 On the View Customer Profile screen under the Payment Methods section click the Add Credit Card button. The Create Payment Method Screen will appear. 32

44 Step 2 On the Add Credit Card Payment Method screen, the applicable fields under the sections Enter Card Holder Name and Enter Card Holder Address will prepopulate with the values from the profile. Change or add any information as applicable (required fields shown in bold): Card Holder Name Select a Title (optional). Type the customer s First Name. Type the customer s Middle Name (optional). Type the customer s Last Name. Select a Suffix (optional). Card Holder Billing Address Type the customer s Address. 33

45 Type the customer s City. Select the customer s State. Type the customer s Zip Code (+4 is optional). Credit Card Information Type in the Card Issuer (The Company that issued the credit card i.e. Citi, Capitol One, etc.). Enter an Account Nickname (A field for the customer to differentiate credit cards). Select the Card Type (only card types that have been configured for the application will be displayed). Type the Card Number. Select the month and year of the Expiration Date. State This is a drop down box that will support future functionality. Step3 Click the Create button. If valid, the Payment Method Creation success message will be shown along with the View Customer Profile screen (shown below). 34

46 Step 4 Hover over the v+pos dropdown menu and select the v+pos application from the list at the top of the page to return to the Transactions Menu. Add New ACH Payment Method Use this function to add a new ACH payment method to a customer profile. Step 1 On the View Customer Profile screen under the Payment Methods section click the Add ACH button. 35

47 Step 2 On the Add ACH Payment Method screen, the applicable fields under the sections Enter Account Holder Name and Enter Account Holder Address will pre-populate with the values from the profile. Change or add any information as applicable (required fields shown bold): Account Holder Name Select a Title (optional). Type the customer s First Name. Type the customer s Middle Name (optional). Type the customer s Last Name. Select a Suffix (optional). Account Holder Address Type the customer s Address. Type the customer s City. Select the customer s State. Type the customer s Zip Code (+4 is optional). Account Information Select the Check Type. Select the Account Type Type the Routing Transit Number. Type the Bank Name. Type the EIN (Employer Identification Number or Tax ID) if the account is a Business/Corporate account. Type the Account Nickname (optional). Type the Account Number. State This is a drop down box that will support future functionality. 36

48 Step 3 Click the Create button. If valid, the Payment Method Creation success message will be shown along with the View Customer Profile screen (shown below). 37

49 Step 4 Hover over the v+pos dropdown menu and select the v+pos application from the list at the top of the page to return to the Transactions Menu. Add New Bills/Accounts (Client Account) Information Use this function to add new Bills/Accounts (Client Account) Information that needs to be associated with a customer profile. This information is searchable. Step 1 On the View Customer Profile screen under the Bills/Accounts section click the Add Account button. 38

50 Step 2 On the Add Bill/Account Information screen complete the required customer account information as follows (required fields are shown in bold): Type an account Name. Type an account Number (this value can be alphanumeric). Type an account Description (optional). 39

51 Step 3 Click the Create button. If valid, the Client Account Creation success message will be shown along with the View Customer Profile screen (shown below). 40

52 Step 4 Hover over the v+pos dropdown menu and select the v+pos application from the list at the top of the page to return to the Transactions Menu. Add Payment Plan Use this function to add payment plans to be associated with a customer profile. Step 1 On the View Customer Profile screen under the Payment Plan section click the Add Payment Plan button. 41

53 Step 2 On the Create Payment Plan screen, complete the required payment plan information as follows: Select a Payment Method from the drop list. Only payment methods active in a customers profile are viable methods of payment. Remittance ID Prefix (The Remittance ID can be configured to automatically generate based on agency needs). Enter the dollar amount for the individual payment. That includes a two digit decimal. Select the type of Payment Plan V+SP has four Payment Plan Options: One-time Payment will be made on the start date selected. 42

54 Weekly Payment will be made each week on the day of the week selected from the drop down menu. The first payment will not be made until the start date. Monthly Payment will be made each month on the day selected from the drop down menu. The first payment will not be made until the start date. Annual Payments will be made each year on the month and day selected from the drop down options. The first payment will not be made until the start date. Please note all Payment Plans will begin on the next available date that is selected i.e. if the current date is January 6, 2006, and you select a monthly payment plan to be paid on the 1st day of every month, the first payment will not be made until February 1, Select the radio button for Payment Plan Duration. V+SP has three duration options for a payment plan. Until, but not after Select a specified date the payment plan will end by. Until, a total of Enter the quantitative number of payments for the plan. Until, I cancel or change this payment plan A payment plan will continue to process a transaction for the specified frequency until the payment plan is requested to be stopped. If the Application has customized fields they will appear as optional fields to complete. 43

55 Step 3 Click the Save button. If valid, the Payment Plan Created message will be shown along with the Modify Payment Plan or Return to Profile (shown below). 44

56 Step 4 Hover over the v+pos dropdown menu and select the v+pos application from the list at the top of the page to return to the Transactions Menu. Search Customer Profiles Use this function to search for customer profiles that have already been created on the system. Note. Profiles can be configured to be shared between applications. In cases where the application is configured like this you will see profiles from the shared applications. Step 1 On the v+pos Transactions menu, locate the Search Customer Profiles box. 45

57 Step 2 In the Find Profiles box, fill in the following information: Type search Criteria. Select category to Search By. Step 3 Click the Search button. 46

58 If results are found, the Profile Search Results screen will be shown (shown below). Step 4 Click the underlined Name on the profile you would like to view to go to the View Customer Profile page, click the Transactions link at the top of the page to return to the Transactions Menu or refine your search/search again using the Search Customer Profiles box on the right. You may also edit or delete the client account or issue transactions via the links provided. Modify Customer Profiles Use this function to modify information in customer profiles that have already been created on the system. 47

59 Modify Customer Profile Step 1 On the Right Navigation Panel, locate the Find Profiles box and search for the customer s profile to be modified. Step 2 From the Profile Search Results screen there are two ways to edit a profile: Click the underlined Name on the profile you would like to modify to go to the View Profile page (See Step 2a). Click the Edit icon next to the name (See Step 3). 48

60 Step 2a The View Customer Profile Screen Appears 49

61 Step 2b On the View Customer Profile screen under the View Customer Profile Section click Modify Profile. The Profile Modify Screen Appears 50

62 Step 3 On the Modify Customer Profile screen the fields that are editable will be prepopulated with the current information in the profile. Change or add any information as applicable. Step 4 Click Modify to save the updated profile information. If valid, the Profile Modification success message will be shown along with the View Customer Profile screen (shown below). 51

63 Step 5 Hover over the v+pos dropdown menu and select the v+pos application from the list at the top of the page to return to the Transactions Menu. Modify Payment Methods Use this function to modify information for both Credit Card Payment Methods and ACH Payment Methods. Step 1 On the View Customer Profile screen under the Payment Methods section: Click the Edit icon next to the Credit Card Payment Method you wish to modify (See Step 2a). Click the Edit icon next to the ACH Payment Method you wish to modify (See Step 2b). 52

64 Step 2a On the Modify Credit Card Payment Method screen the fields that are editable will be pre-populated with the current information in the payment method. Change or add any information as applicable. 53

65 Step 2b On the Modify ACH Payment Method screen the fields that are editable will be pre-populated with the current information in the payment method. Change or add any information as applicable. 54

66 Step 3 Click Modify to save the updated Payment Method information. If valid, the Payment Method Modification success message will be shown along with the appropriate View Payment Method screen (ACH is shown below). 55

67 Step 4 Click the Return Profile button to return back to the View Customer Profile screen. Modify Bills/Accounts (Client Account) Information Use this function to modify Bills/Accounts (Client Account) Information. Step 1 On the View Customer Profile screen under the Bill/Accounts section click the Edit icon next to the Account to modify. Step 2 On the Modify Bills/Accounts (Client Account) Information screen the fields that are editable will be pre-populated with the current information in the account. Change or add any information as applicable. 56

68 Step 3 Click Modify to save the updated Bills/Accounts (Client Account) Information. If valid, the Client Account Modification success message will be shown along with the View Bills/Accounts (Client Account) Information screen (shown below). Step 4 Click the Return to Search Results button to return back to the View Customer Profile screen. 57

69 Modify Payment Plans Use this function to modify Payment Plans. Step 1 On the View Customer Profile screen under the Payment Plans section click the Edit icon next to the Payment Plan to modify. Step 2 On the Modify Payment Plan screen the fields that are editable will be prepopulated with the current information in the account. Change or add any information as applicable. Step 3 Click Modify to save the updated Payment Plan. If valid, the Payment Plan Modification success message will be shown along with the View Payment Plan screen (shown below). 58

70 Step 4 Click the Return to Profile button to return back to the View Customer Profile screen. Delete Customer Profiles Use this function to delete payment methods, bills/account information or complete profiles that have already been created on the system. Delete Customer Profile This function will allow a clerk with delete permissions to delete a complete profile. WARNING: Deleting a profile will delete any information stored with the profile including payment methods and bill/account information. Step 1 On the v+pos Transactions menu, locate the right navigation panel Find Profile and search for the customer s profile to be modified. 59

71 Step 1a The Profile Search Results screen is displayed. 60

72 Step 2 From the Profile Search Results screen there are two ways to delete a profile: Click the underlined Name on the profile you would like to modify to go to the View Profile page. Click the Trash Can/Delete icon next to the name. 61

73 Step 2a On the View Customer Profile screen under the View Customer Profile Section click Delete Profile. Step 3 The Delete Customer Profile screen will show all of the information to be deleted. 62

74 Step 4 Click Delete to confirm deletion of the profile. The Profile Delete success message will be shown along with the Profile Search Results screen (shown below). Note. If a customer s profile is associated with one or more Payment Plans, Payment Collection Gateway will not allow the customer s profile to be deleted. Delete Payment Methods Use this function to delete both Credit Card Payment Methods and ACH Payment Methods. Step 1 On the View Customer Profile screen under the Payment Methods section, click the Trash Can/Delete icon next to the Payment Method to be deleted. 63

75 Step 2 The Delete Payment Method screen will show all of the information to be deleted. 64

76 Step 3 Click Delete to confirm deletion of the Payment Method. The Payment Method Delete success message will be shown along with the View Customer Profile screen (shown below). 65

77 Delete Bills/Accounts (Client Account) Information Use this function to delete Bills/Accounts (Client Account) Information. Step 1 On the View Customer Profile screen under the Bill/Accounts section click the Trash Can/Delete icon next to the Account to be deleted. Step 2 The Delete Bills/Account (Client Account) Information screen will show all of the information to be deleted. 66

78 Step 3 Click Delete to confirm deletion of the Bills/Accounts (Client Account) Information. The Profile Delete success message will be shown along with the View Customer Profile screen Delete Payment Plans Use this function to delete Payment Plans associated with Customer Profiles. Step 1 On the View Customer Profile screen under the Payment Plans section, click the Trash Can/Delete icon next to the Payment Plan to be deleted. Step 2 The Delete Payment Plan screen will show all of the information to be deleted. 67

79 Step 3 Click Delete to confirm deletion of the Payment Plan. The Payment Plan Delete success message will be shown along with the View Customer Profile screen (shown below). Note. If a Payment Plan has been completed (all Payments processed) then the Payment Plan will not be displayed in the Customer Profile. Issuing Transactions from Profiles Use this function to issue a Credit Card or ACH transaction from an existing profile. Authorization & Capture (Sale) or Authorization This function will allow a clerk to issue an Authorization & Capture (Sale) transaction from a profile with Credit Card Payment Methods. Step 1 On the v+pos Transactions menu, locate the Search Customer Profiles box and search for the customer s profile to be modified. 68

80 Step 2 From the Profile Search Results screen there are two ways to issue a transaction from a profile: Click the underlined Name on the profile you would like to issue a transaction from to go to the View Profile page (See Step 2a). Click the AuthCap or Auth link next to the Credit Card to be used (See Step 3). Note. It is possible to issue a transaction against a profile that does not have any payment methods assigned. The user profile information will be populated on the transaction screen. 69

81 Step 2a On the View Customer Profile screen under the Payment Methods Section click the AuthCap or Auth link next to the Credit Card to be used. Note. It is possible to issue a transaction against a profile that does not have any payment methods assigned. The user profile information will be populated on the transaction screen. Step 3 The Credit Card Authorization & Capture (Sale) or Credit Card Authorization screen will show all of the profile information that has been pre-populated for the transaction. Add any information as applicable: Type the Signature Panel Code (optional). Type the Amount to be charged. Type the Address (optional) Type any User Defined Field information (optional). 70

82 Step 4 Click the Submit button to process the transaction. If valid, the Transaction Successful message appears along with a receipt. An is also sent out if you had entered the customers address on the previous page. 71

83 Step 5 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. If the transaction was an Authorization only please see the instructions on Capturing Authorizations on page 16. ACH Debit This function will allow a clerk to issue a Debit transaction from a profile with ACH Payment Methods. Step 1 On the v+pos Transactions menu, locate the Search Customer Profiles box and search for the customer s profile to be modified. 72

84 Step 2 From the Profile Search Results screen there are two ways to issue a transaction from a profile: Click the underlined Name on the profile you would like to issue a transaction from to go to the View Profile page (See Step 2a). Click the Debit link next to the Checking Account to be used (See Step 3). Note. It is possible to issue a transaction against a profile that does not have any payment methods assigned. The user profile information will be populated on the transaction screen. Step 2a On the View Customer Profile screen under the Payment Methods Section click the Debit link next to the Checking Account to be used. Note. It is possible to issue a transaction against a profile that does not have any payment methods assigned. The user profile information will be populated on the transaction screen. 73

85 Step 3 The Online Personal Check or Online Corporate Check Debit screen will show all of the profile information that has been pre-populated for the transaction. Add any information as applicable: Type the Amount to be charged. Type the Address (optional) Type any User Defined Field information (optional). 74

86 Step 4 Click the Submit button to process the transaction. If valid, the Transaction Successful message appears along with a receipt. An is also sent out if you had entered the customers address on the previous page. Step 5 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. Account Number as a User Defined Field It is possible to set up an application to pull the billing/account numbers associated with a customer profile into one of the user defined fields when issuing transactions. Assuming one of the user defined fields has been set up to pull billing/account information associated with a profile, the user defined field will work in the following ways: If the transaction is issued without using a Customer Profile, the user defined field will remain a text field to allow the user to type in appropriate 75

87 information. (See the Credit Card Processing section or the ACH Processing section). If the transaction is issued using a Customer Profile that does not have billing account information associated with it, the user defined field will remain a text field to allow the user to type in appropriate information. (See the Issuing Transaction from Profiles section). If the transaction is issued using a Customer Profile that has billing account information associated with it, the user defined field will become a drop down list populated with all billing/account numbers assigned to the selected User Profile. (See the following steps). Step 1 On the v+pos Transactions menu, locate the Search Customer Profiles box and search for the customer s profile that has associated Billing/Account information. Step 2 From the Profile Search Results screen there are two ways to issue a transaction from a profile: Click the underlined Name on the profile you would like to issue a transaction from to go to the View Profile page (See Step 2a). Click the AuthCap, Auth next to the Credit Card Accounts or Debit link next to the Checking Account to be used (See Step 3). Note. It is possible to issue a transaction against a profile that does not have any payment methods assigned. The user profile information will be populated on the transaction screen. 76

88 Step 3 On the View Customer Profile screen under the Payment Methods Section click the AuthCap, Auth next to the Credit Card Accounts or Debit link next to the Checking Account to be used. Note. It is possible to issue a transaction against a profile that does not have any payment methods assigned. The user profile information will be populated on the transaction screen. Step 4 The selected transaction screen will show all of the profile information that has been pre-populated for the transaction. Add any information as applicable. Note. The user defined field that has been set up to pull billing/account information is displayed as a drop down containing all billing/account numbers assigned to the profile. 77

89 Step 5 Click the Submit button to process the transaction. If valid, the Transaction Successful message appears along with a receipt. An is also sent out if you had entered the customers address on the previous page. 78

90 Step 6 Click the first link in the message to return to the v+pos menu or click the second link to display a receipt page to be printed. 79

91 Searching Transactions Use this function to search for pending or settled credit card and online check transactions from the past 365 days and view transaction details. Depending on the type of transaction, you can process captures, voids, and credits. Step 1 On any v+pos screen, click Search Transaction. The Transaction Search screen appears. Step 2 On the Transaction Search screen, complete the customer account information as follows: Type the Remittance ID to view a single transaction or leave it blank to view all transactions. 80

92 Entering a remittance ID may return a payment chain consisting of the original payment transaction and any associated follow-on transactions (captures, credits, and voids) grouped under a common remittance ID. If you know some of the Remittance ID you can enter a partial ID and check the Advanced Search checkbox Use the list boxes to select the start and end dates for the transaction date range. Click at least one credit card and/or online check transaction type (to select more than one type, hold the Ctrl key while clicking). Select the appropriate radio button to search only successful transactions or all transactions (including failures and voids). Step 3 When all search criteria are entered on the Transaction Search screen, click the Submit button. The Transaction Search Results screen appears, listing payment ID and type, transaction type, remittance ID, name, amount, end date, and status for each transaction. Note. The screen lists a maximum of 10 transactions. Pagination controls appear at the bottom of the screen if there are more than 10 transactions. Step 4 Click the payment ID to view the details for a transaction. The Transaction Details screen appears. 81

93 Step 5 Click Capture, Void, or Credit (depending on which appears). Step 6 Click the link in the message to return to the v+pos menu. 82

94 Logging Out You can log out of Payment Collection Gateway from any screen in the system. Step 1 Click the Logout option on any Payment Collection Gateway screen. Step 2 The Log Off screen appears to confirm that you have successfully logged off the system. 83

95 Step 3 You may now do either of the following: Click the link provided to log back on to Payment Collection Gateway. Close the browser. 84

96 Frequently Asked Questions Q. How do I change my password? A. The Payment Collection Gateway system administrator establishes and maintains all usernames and passwords. Contact your Payment Collection Gateway system administrator for changes Q. Why does Payment Collection Gateway log me out? A. User sessions are logged off automatically after 20 minutes of inactivity. You should log off whenever you must leave your computer unattended. Q. Why do I get the Access Denied message when I click an option on the v+pos menu? A. You do not have permission to access that function. If you need access, contact your Payment Collection Gateway system administrator. 85

97 Glossary of Terms Term Definition ACH Authorization Authorization and Capture (Sale) AVS Batch Capture Automated Clearing House Network A funds transfer system that provides interbank clearing of electronic entries for participating financial institutions. An authorization transaction reserves a portion of credit from a cardholder s account without transferring monies from the issuing bank to the acquiring bank. The credit is reserved from the cardholder s account for a set number of days before returning to the cardholder unless a capture transaction is processed. An authorization and capture transaction combines the prepurchase authorization transaction with the post-purchase capture transaction. This transaction is used in environments where there is no delay between the card authorization and the customer s receiving of goods (fulfillment). Address Verification Service A service that verifies the billing address of a cardholder on a card-not-present transaction to help combat fraud, which then controls chargebacks. A collection of records or transactions submitted for settlement, usually one day s worth. A capture transaction marks a previously processed authorization for settlement. At settlement time, captured transactions are reported to the acquiring bank to initiate the process of moving funds from the cardholder s account to the merchant s account. 86