AGENT POS USER GUIDE MassFishHunt

Transcription

1 AGENT POS USER GUIDE MassFishHunt Date: 07/22/2013 Version: 4.0

2 TABLE OF CONTENTS TABLE OF CONTENTS... 2 INTRODUCTION... 4 DEFINITIONS... 5 CONTACT INFORMATION... 6 SYSTEM REQUIREMENTS... 7 Windows PC Requirements... 7 Known Issue with Internet Explorer 8 Settings... 8 Macintosh (Apple) Requirements...10 INTERNET SITE LOCATION AND LOGIN MAIN MENU CUSTOMER SEARCH Existing Customer...14 New Customer...14 CUSTOMER PROFILE SUMMARY Customer Profile Summary...19 Customer Menu...20 Sales...22 SALES TRANSACTIONS Sales...23 Wildlands Stamps...28 License and Receipt Example...28 Sales Special Criteria...32 Reprinting a License/Permit...34 Cancelling a Sale...36 Cancellation Business Rules...39 MESSAGES Message Inbox...41 Message Outbox...42 Send Message...43 REPORTING Sales...44 Transaction Detail...45 Statements...46 Cancels...49 USER MANAGEMENT Search for Users...51 Edit Users...51 Create a New User...52 CHANGE PASSWORD Version 4.0: 07/22/2013 Agent POS User Guide Page 2 of 76

3 ACH PROCESSING Process Schedule...55 Statements...55 ACH-EFT Transfer...55 Disputed Transactions and Banking Issues...56 APPENDIX A DFW / DMF SYSTEM DIFFERENCES APPENDIX B INSTANT AWARD INSTRUCTIONS Introduction...61 Instructions for Instant Award Antlerless Deer Permits...62 Instant Awards Participation Summary...68 License Inventory...69 APPENDIX C SURPLUS SALES INSTRUCTIONS Introduction...70 Instructions for Selling Surplus Permits...70 Version 4.0: 07/22/2013 Agent POS User Guide Page 3 of 76

4 INTRODUCTION This guide provides instructions explaining the Agent Point of Sale (POS) portion of the internet application MassFishHunt, which is the application the Commonwealth of Massachusetts is using for hunting, trapping and fishing license, permit and privilege sales. Each of the functions of sales, cancels, messaging, payment to the Commonwealth, and other functionality within the application will be explained. Some functions and prompts indicated in this guide depend on your permissions and may not be available or displayed. All trademarks and service marks depicted herein are the sole and exclusive property of the respective governmental or business entities identified and represented thereby. Copyright to this manual is owned by Active Network, Inc. Reproduction or other unauthorized use of this manual, in whole or in part, without prior written license by one of the copyright owners, is prohibited. Version 4.0: 07/22/2013 Agent POS User Guide Page 4 of 76

5 DEFINITIONS ACH Agent Agent Manager Agent POS Agent Supervisor Agent User AO Cancel Customer Customer ID DFG DFW DMF EFT License Document MassFishHunt Privilege/Permit Product User Any time this icon appears on screen, click on it to receive more information regarding the item it is near. Acronym for Automated Clearing House The process of electronically collecting license revenue for sales made by your place of business. This process is also referred to as EFT. Sales location which uses the Agent POS to provide licenses, permits and privileges to customers. An assigned Role for Agent POS users. This Role has the most permission and access within the system, including the ability to access all reports, change passwords and create other users. The part of the MassFishHunt internet site used by Agents to sell licenses, permits and privileges An assigned Role for Agent POS users. This Role has access to reporting functions and the ability to cancel transactions, but cannot create other users or change passwords other than their own password. An assigned Role for Agent POS users. This Role is limited to the ability to make sales and change their own password. Active Outdoors. AO is the Organization providing the MassFishHunt software. The process of negating a purchase, which may be performed under specific conditions. An individual making a license or permit purchase at any location through MassFishHunt. This could be a hunter or an angler. A unique identification number that is assigned to each customer who purchases items through the MassFishHunt system, which includes Agent POS. The Department of Fish and Game. This department is made up of the Division of Fisheries and Wildlife and the Division of Marine Fisheries. The Division of Fisheries and Wildlife. DFW is responsible for all Hunting, Trapping and Freshwater Fishing licensure within the Commonwealth of Massachusetts. The Division of Marine Fisheries. DMF is responsible for all Saltwater Fishing and Lobster Harvest licensure within the Commonwealth of Massachusetts. The acronym for Electronic Funds Transfer The process of electronically collecting revenue for sales made by an Agent. This process is also referred to as ACH. The official document produced and given to the customer that lists one or more privileges and serves as the legal agreement between the Commonwealth of Massachusetts and the customer. The combination of Agent and Internet sales sites which are provided by Active Outdoors to the Commonwealth of Massachusetts for the purpose of issuing hunting, trapping and fishing licenses, permits and privileges. The individual hunting and fishing items customers may purchase within the system. An item that is available for sale within the MassFishHunt system. A generic term for a person who has a login to access the Agent POS. Version 4.0: 07/22/2013 Agent POS User Guide Page 5 of 76

6 CONTACT INFORMATION If you cannot find the answer to your question within this User Guide, the next step is to contact the appropriate agency. Depending on the issue, you will contact one of three agencies associated with the software. Contacting the correct Organization first will help get your questions answered more quickly. 1. Active Outdoors (AO) The Agent Help Desk may be contacted every day from 7:00 am until 9:00 pm. Contact Active Outdoors for issues or questions regarding the MassFishHunt application and its availability. The Agent Help Desk cannot answer license information or rules and regulations questions. Please have your Agent ID ready when you call. Your Agent ID is used each time you login, and should be provided to you before you login the first time. Having your Agent ID will help the Help Desk representative serve you better. Agent Help Desk: Commonwealth of Massachusetts Division of Fisheries and Wildlife (DFW) DFW may be contacted during normal business hours, Monday Friday, 8:45 am until 4:45 pm EST. DFW is responsible for Hunting, Trapping, and Freshwater Fishing licensure and permits. For questions on Massachusetts Freshwater Fishing, Hunting, and Trapping regulations or license purchases, please contact the: Division of Fisheries and Wildlife: Commonwealth of Massachusetts Division of Marine Fisheries (DMF) DMF may be contacted during normal business hours, Monday Friday, 8:45 am until 4:45 pm EST. DMF is responsible for Saltwater Fishing and Lobster Harvest Licensure and permits. For questions on Massachusetts Saltwater fishing regulations or permit purchases, please contact the: Division of Marine Fisheries: Version 4.0: 07/22/2013 Agent POS User Guide Page 6 of 76

7 SYSTEM REQUIREMENTS MassFishHunt is an Internet-based application, and as such requires an Internet connected computer with an Internet browser installed. Whether the computer is a PC or a Macintosh does not matter, as long as the computer has an Internet connection and browser. Additionally, in order to be able to print license documents for customers a laser printer is needed, along with standard 8 ½ X 11 paper. Windows PC Requirements YOUR PC PC Processor PC Operating System PC Browser Software (encryption at 128 bits) Minimum Requirements Intel Pentium class processor or equivalent at 1GHz or better Microsoft Windows XP SP2 Internet Explorer 7.0, Mozilla Firefox 2.0 or Google Chrome 8.0 Recommended Requirements Intel Pentium class processor or equivalent at 2GHz or better Microsoft Windows 7 Internet Explorer 8.0, Mozilla Firefox 3.5 or Google Chrome 9.0 (or newer for these browsers) PC RAM 512 MB 2GB PC Monitor 15 at 1024x x1024 Internet Connection (High Speed Strongly Recommended) Printer and Paper Software Dial-up Internet Connection at 19.2 kbps Laser Printer (To Print 8 ½ x 11 Paper) Adobe Acrobat Reader 9.4 DSL, Cable, or other High Speed Internet Connection Same Adobe Acrobat Reader 10.1 (or newer) Version 4.0: 07/22/2013 Agent POS User Guide Page 7 of 76

8 Known Issue with Internet Explorer 8 Settings If the Internet Explorer 8 browser (IE8) is used to access MassFishHunt, there may be a setting which prevents the user from generating reports. This known issue can be resolved by changing the setting via the following steps. 1. Within the IE8 Browser choose Tools Internet Options 2. Click the Security tab 3. Click Internet or ensure that Internet is selected. 4. Click the Custom Level button Version 4.0: 07/22/2013 Agent POS User Guide Page 8 of 76

9 5. The Security Settings Internet Zone screen will appear. Scroll down until you see: Downloads 6. The first option underneath the heading Downloads is Automatic prompting for file downloads 7. Click the Enable radio button. 8. Click OK on the Security Settings Internet Zone screen 9. Click OK again on the Internet Options screen. This will apply the changes and reports should now become available. Version 4.0: 07/22/2013 Agent POS User Guide Page 9 of 76

10 Macintosh (Apple) Requirements YOUR MAC Minimum Recommended Requirements Requirements MAC Processor Intel Pentium class processor or equivalent at 1GHz or better Intel Pentium class processor or equivalent at 2GHz or better MAC Operating System Mac OS X (10.5) Mac OS X (10.6) (Leopard) (Snow Leopard) Safari 4.0, Safari 3.0, MAC Browser Software Mozilla Firefox 3.5 or Mozilla Firefox 2.0 or (encryption at 128 bits) Google Chrome 9.0 Google Chrome 8.0 (or newer for these browsers) RAM 512 MB 2GB Monitor 15 at 1024x x1024 DSL, Cable, or other Internet Connection Dial-up Internet High Speed Internet (High Speed Strongly Recommended) Connection at 19.2 kbps Connection Printer and Paper Laser Printer (To Print 8 ½ x 11 Paper) Same Software Adobe Acrobat Reader 9.4 Adobe Acrobat Reader 10.1 (or newer) Version 4.0: 07/22/2013 Agent POS User Guide Page 10 of 76

11 INTERNET SITE LOCATION AND LOGIN Open the Internet Browser and type the following address; then press enter: The following screen appears: It is recommended that this internet site location be saved to the Favorites within the browser, utilizing the browser's method for saving websites. Version 4.0: 07/22/2013 Agent POS User Guide Page 11 of 76

12 MAIN MENU The Main Menu Customer Search page appears after a successful login. If there are any unread messages in your mailbox, a message will display at the top. Messaging will be explained in a later section. Buttons for each feature of the system are displayed across the top. Each button will be explained within this user guide. Depending on your permissions, you may not see all of the buttons. A link to this User Guide is to the right of the buttons User Guide Help. For security purposes, if you intend to be away from the computer and are not in a sales process, please click Log out to exit the site. The application automatically times-out if the screen is left idle for more than 15 minutes. Version 4.0: 07/22/2013 Agent POS User Guide Page 12 of 76

13 CUSTOMER SEARCH The customer search section is the starting point for finding or creating a customer. Once a customer exists, the Agent is then able to sell the customer a license, permit, or privilege. There are two ways to search: 1. By Last Name and Date of Birth. 2. By Last Name and Customer ID. If the customer does not know their ID or is a new customer, use the Search by Personal Information section. If the customer does not exist, meaning they did not display in the search results, or no search results were returned, they can be created as a new customer. If the customer knows their Customer ID, or has a document which shows their Customer ID, then Search by Customer ID will display only their record. Click the Next button which is to the right of the search criteria you have entered to initiate the search. The system will search based on the criteria entered, and either provide results, or provide an indicator that no results were found and a new customer needs to be created. Version 4.0: 07/22/2013 Agent POS User Guide Page 13 of 76

14 If none of the results returned in a search are the desired customer, then the New Customer button at the bottom of the screen is clicked to begin the process of adding the customer to the system. Existing Customer If the search finds any results, they are displayed at the bottom of the screen. Choose the correct customer by clicking the Select link next to their name. If none of the customers displayed is correct, then click the New Customer button to create a new customer. If a customer has duplicate records, please take a note of the names and Customer ID's, verify with the customer which record has the most up-to-date information and contact DFW/DMF with both Customer ID's. DFW/DMF can then merge the multiple customer records into one record. New Customer If no results are returned a message will appear at the top. To create a new customer, click the New Customer button at the bottom of the screen. Version 4.0: 07/22/2013 Agent POS User Guide Page 14 of 76

15 When the New Customer button is clicked, the first page of customer information will be shown to the Agent for data entry. All fields with an asterisk (*) are required and must be completed. The first page includes two sections, the Customer Profile and Addresses. The Customer Profile section includes name, date of birth, citizenship and residency information. It is important to accurately enter the customer's demographic information as products are made available to the customer based on these values. Under the Residency field there are four options MA Resident (less than 6 months).for customers who have legally resided in MA less than 6 months, you must also fill out the Residency Date field. MA Resident (6 months or longer) Active Military Duty in MA.This option is for military personnel who may not reside in MA, but are assigned to a military location within Massachusetts. Non-Resident NOTE: This is the ONLY time that the Date of Birth and Citizenship fields can be edited by the Agent. Please be sure to enter this information accurately, as the Agent will not be able to change it once it has been entered. Version 4.0: 07/22/2013 Agent POS User Guide Page 15 of 76

16 If the Date of Birth or Citizenship is incorrect for any customer, contact DFW/DMF with the Customer's ID, name and the correct data, for example, that the customer is now a citizen. The DFW/DMF user can then update that customer's record. Since Date of Birth and Citizenship affect the types of licenses issued and the fees charged for products, it is important that these values are correct when entered and changed if found to be incorrect. The Addresses section contains two addresses, one which is used to determine residency, and the other which is the mailing address. You do not need to enter the city and state. By entering the zip code, the city and state will be determined for you. If a city does not appear, it means that more than one city uses the zip code, and a city/town name can be selected from the City drop-down box. Version 4.0: 07/22/2013 Agent POS User Guide Page 16 of 76

17 If both the residency and mailing addresses are the same, the Copy Residency button can be clicked to populate the mailing address with the same information entered into the residency address. If the customer has an international address, check the box indicating the international address. Additional fields will appear, allowing you to select the country, etc. When all information on the first page has been entered, click Save & Continue to proceed to the 2 nd page of Customer Information. The second page contains two sections, Proof of Identity and Optional Information. Version 4.0: 07/22/2013 Agent POS User Guide Page 17 of 76

18 The Proof of Identity section allows entry of identifying documentation such as a Driver's License or Passport. Identity information is NOT required for license issuance; it is primarily used to provide the customer with another way to search for their account via the Internet. The Optional Information section allows entry of personally identifying information such as height, weight, and eye color and also allows entry of phone numbers. Some of these values are required when purchasing specific items. It is good to enter the information at the time of customer creation, but if it is required, the system will prompt for entry during the purchase process. Once all of the information is entered, click Save to be taken to the Customer Profile Summary. Version 4.0: 07/22/2013 Agent POS User Guide Page 18 of 76

19 CUSTOMER PROFILE SUMMARY On the Customer Profile Summary screen, a new button will appear at the top labeled Customer Main Menu, which will return the user to the Customer Profile Summary screen at any time. The Customer Profile Summary is comprised of three main sections, the summary itself, the Customer Menu, and the Enter Sales button. Customer Profile Summary In the Summary section, the customer's name, addresses, hunter education records, and any entered optional information is displayed. Version 4.0: 07/22/2013 Agent POS User Guide Page 19 of 76

20 Customer Menu The Customer Menu has options to: Change customer information View, reprint, or cancel any items the customer has purchased See the Privacy Policy Exit the system Clicking the Edit Customer Information link will open the first page of the customer information screens, which are the same screens used when creating a new customer. Changes can be made, then click Save & Continue to move to the second customer information page, make any changes, then click Save. NOTE: The Date of Birth and Citizenship fields cannot be edited by the Agent once this information has been entered. If the Date of Birth or Citizenship is incorrect for any customer, contact DFW/DMF with the Customer's ID, name and the correct data, for example, that the customer is now a citizen. The DFW/DMF user can then update that customer's record. Since Date of Birth and Citizenship affect the types of licenses issued and the fees charged for products, it is important that these values are correct when entered and changed if found to be incorrect. Version 4.0: 07/22/2013 Agent POS User Guide Page 20 of 76

21 The License Inventory / Reprint / Cancel link shows the following screen. In this example, the customer has not purchased anything. As this user guide explains sales transactions, reprints, and cancels, this screen will be further detailed. The website for the Commonwealth of Massachusetts Department of Fish and Game privacy policy opens in a separate window when the Privacy Policy link is clicked. Clicking Exit will take the user back to the Customer Search screen. Version 4.0: 07/22/2013 Agent POS User Guide Page 21 of 76

22 Sales In order to sell items to the customer, click the Enter Sales button. Note that the customer is swearing that information provided is accurate when making a purchase. These sentences must be read to the customer and the customer must agree before entering sales. Version 4.0: 07/22/2013 Agent POS User Guide Page 22 of 76

23 SALES TRANSACTIONS This section outlines the sales process, the process for reprinting a customer's license, and the steps needed to cancel a transaction. While the system attempts to programmatically enforce the regulations of the Commonwealth of Massachusetts regarding Hunting, Trapping, and Fishing, it is still the Agent's responsibility to issue licenses, permits, and privileges in accordance with Commonwealth of Massachusetts regulations. Sales To begin a sale, read the sentences above the button to the customer, have the customer agree to them, and then click the Enter Sales button. A screen will appear asking you to select a sales category from the list on the left-hand side. Depending on the type of Agent and what products are available for that Agent to sell, the Main Menu may display different categories. Basic customer information is displayed in the blue band above the item selection area. Version 4.0: 07/22/2013 Agent POS User Guide Page 23 of 76

24 Select a category and the products available in that category will appear in the center of the screen. In the example below, the Saltwater Fishing category is displayed. Select a product from the list by clicking the Add button next to the product. The product will be added to the customer's shopping cart on the right-hand side. The Agent Commission and Convenience Fees will be automatically calculated and added to the total. Version 4.0: 07/22/2013 Agent POS User Guide Page 24 of 76

25 Continue selecting products and adding them to the cart based on the customer's wishes. For example, a customer may want to purchase a Sporting License and a Turkey Permit in the same transaction. In some cases, customers may not be able to purchase an item. In that case, the Add button does not appear next to that product. For example, a customer may not purchase a Turkey Permit unless they have purchased either a Hunting or Sporting license. Clicking the link Why can't I buy this item? will show the reason why the item cannot be purchased. If the customer wants to cancel their transaction before it is completed, click Cancel. The system will ask you to confirm that you would like to cancel the transaction, and then take you back to the Customer Search Screen. Once all products have been added and the customer is ready to complete the transaction, click Check Out. The Shopping Cart screen will display, allowing the user to confirm the order is correct. The transaction can be cancelled by clicking Cancel, if the order is incomplete, click Continue Shopping to go back to the categories menu, or click Check Out to complete the sale. Version 4.0: 07/22/2013 Agent POS User Guide Page 25 of 76

26 When Check Out is clicked, a transaction confirmation screen will appear. This is an acknowledgement that the sale is legal and valid. There are options to Cancel or Continue Shopping if needed, or click Submit to finalize the transaction. Collect the money for the licenses/permits at this time, BEFORE pressing the Submit button. Any monies collected will go into the Agent's cash register or processed through the Agent's credit card system. Money from sales by Agents to customers is not processed within MassFishHunt. Agents will sell products and then pay the Commonwealth of Massachusetts and Active Outdoors via weekly statements and ACH processing. Upon submission, the Payment Confirmation screen will appear. Version 4.0: 07/22/2013 Agent POS User Guide Page 26 of 76

27 If the customer would like more information regarding Massachusetts fishing or hunting regulations, click the Massachusetts Fishing and Hunting Information button. This will open the DFG website where more information is available. Version 4.0: 07/22/2013 Agent POS User Guide Page 27 of 76

28 Click the Print Licenses/ Permits and Receipt button. A dialog will open asking if you want to open or save the file. Click Open. The PDF document containing the customer's licenses/permits and their receipt will open. Print this document and provide the printout to the customer to complete the sale. The customer will need to sign the license. Until it is signed, the document is not valid. License documents and receipts can encompass several pages, please ensure that all pages are printed and provided to the customer. Click Exit to return to the Customer Search screen to begin another sale. Wildlands Stamps For DFW Freshwater Fishing, Hunting, Sporting, and Trapping licenses, one or more Wildlands Stamps are automatically added to the customer's shopping cart and cannot be removed. Revenues from Wildlands Stamp purchases are earmarked for land acquisition in Massachusetts. Wildlands Stamps are added to the cart based on the following rule. The stamp fee ($5) will be charged with all FIRST resident licenses and ALL non-resident licenses issued in the licensee's name for that calendar year regardless of whether or not the applicant held a license in a previous calendar year. Individuals who qualify for free licenses do not have to purchase the Wildlands Stamp. License and Receipt Example An example of the four printed pages which make up the licenses and receipt for a transaction is shown on the next pages. The licenses and receipt are combined into one PDF document at the time of purchase. Version 4.0: 07/22/2013 Agent POS User Guide Page 28 of 76

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32 Sales Special Criteria Some products have additional data needs, such as hunter education requirements, demographic information, telephone numbers, or lobster buoy colors and diving areas. If a customer purchases one of these products and does not already have the data needed to complete the sale, a screen will appear indicating that the customer needs to provide this information in order to purchase the product. Examples of these special screens appear below. Version 4.0: 07/22/2013 Agent POS User Guide Page 32 of 76

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34 Reprinting a License/Permit Customers may reprint their license/permit or their receipt at any time using any printer stocked with standard paper. There is no charge for reprinting a license/permit or a receipt. At the time of sale, the customer's license document and receipt are combined into one PDF document for convenience. For reprinting, the documents are separate. To reprint a customer's document: 1. Look up the customer in Agent POS. 2. From the Customer Menu, select License Inventory / Reprint / Cancel. 3. A list of the customer s purchases will display. Any license documents and receipts will have a link to the right which says either Print Document or Print Receipt. Click the link next to the document the customer would like to have reprinted. Version 4.0: 07/22/2013 Agent POS User Guide Page 34 of 76

35 4. A window will open asking if you would like to Open or Save the PDF file. Click Open. 5. When the document is opened, print the document in its entirety and provide the document to the customer. The customer must sign the reprinted license in order for it to be valid. Version 4.0: 07/22/2013 Agent POS User Guide Page 35 of 76

36 Cancelling a Sale Occasionally, if an error occurs, a transaction may need to be cancelled. Refer to the Cancellation Business Rules section to see the conditions under which a transaction may be cancelled. The steps the Agent would take to provide the customer with the correct privileges at the correct price is as follows. 1. Have the customer return the copies of the existing privileges that will be cancelled. 2. Look up the customer in Agent POS. 3. From the Customer Menu, select License Inventory / Reprint / Cancel. 4. A list of the customer s purchases will display. All transactions for that day are allowed to be cancelled, HOWEVER, only the most recent transaction for that day will appear with the Cancel Purchase button beside it, as the transactions must be cancelled in last in first out order. The Cancel Purchase button would ONLY be available if: It is before 10:00 pm Eastern Time on the same day The transaction was sold by that Agent (location) The user has the Agent Manager or Agent Supervisor role. The three Roles and their permissions are further explained in the User Management section. If for some reason the transaction cannot be cancelled, for example if the customer returns the next day, the customer must contact the DFW/DMF offices to request a refund. Version 4.0: 07/22/2013 Agent POS User Guide Page 36 of 76

37 5. Upon clicking Cancel Purchase, the Agent will select how the money will be returned to the customer by choosing the Refund Method. The Agent must also select a Cancellation Reason to indicate why the transaction is being cancelled. Choose the most appropriate reason from the list provided. If the cancellation reason Other is selected, a comment must be added. Otherwise, entering a comment is optional. Once a method and a reason have been selected, click Submit. Choose Refund Method Choose Cancellation Reason Add Comment Version 4.0: 07/22/2013 Agent POS User Guide Page 37 of 76

38 6. Upon submission, a confirmation box will appear, giving the Agent an opportunity to continue or stop the cancel process. In this case, the Agent would click OK. The Refund Confirmation screen will appear. 7. Once the refund is complete, if the customer would like to purchase other licenses the Agent would choose Customer Main Menu, returning to the Customer Main Menu / Customer Profile Summary screen for that customer with no additional searching. If no further purchase is desired, choose Exit, which returns to the Customer Search Screen. Version 4.0: 07/22/2013 Agent POS User Guide Page 38 of 76

39 Cancellation Business Rules 1. Cancellations may only be performed within the Agent POS system. 2. A cancellation may only be performed by an Agent Manager or an Agent Supervisor for a transaction occurring at their specific Agent Location, defined by Agent ID. 3. Cancellations may only be done on that day s sales transactions. 4. Cancellations must be performed before 10:00:00 PM Eastern time. 5. The ENTIRE transaction is cancelled. Any correct portion of the transaction must be re-created with a new transaction. 6. In order to ensure proper license cancellation / license issuance, cancels and sales cannot occur within the same transaction. 7. If more than one transaction has occurred for the same person in the same day, the transactions must be cancelled in reverse order. The newest transaction will be cancelled first, and then the next newest may be cancelled, and so on. 8. The last in, first out order of cancellation systematically ensures that Age, Hunter Education, and other license/permit purchase requirements remain intact during the cancellation process. Cancellations affect only the transaction, not customer profile information. 9. Cancellations must refund the entire purchase amount to the customer, including any Agent Commission, AO Convenience Fees, and license/permit fees. Version 4.0: 07/22/2013 Agent POS User Guide Page 39 of 76

40 10. A cancellation reason must be selected from a list. a. The list of cancellation reasons are to be defined and maintained by Mass DFG/DFW/DMF. b. If the cancellation reason selected is Other, a cancellation comment is required to further explain. c. If another reason is selected, entering a cancellation comment is optional. 11. As part of the cancellation process, the Agent Manager/Agent Supervisor must take possession of the license/permit document provided to the customer in the original transaction. 12. Cancellations are not included in the weekly ACH sweep for the Agent. The Agent does not have to pay for cancelled licenses. 13. Agent Managers and Agent Supervisors have access to a report which shows all cancelled transactions. This report is explained in detail in the Reports section. 14. If the customer wants to cancel their transaction, but the Agent is not allowed to cancel the transaction based on any of the rules previously listed, the customer must contact the DFW or DMF office to request a refund. Version 4.0: 07/22/2013 Agent POS User Guide Page 40 of 76

41 MESSAGES MassFishHunt Agent POS provides the ability to send messages to and receive messages from DFW and DMF. To access messaging, click the Messages button. There are three links at the top of the messaging screen. The Inbox is automatically displayed upon opening. Click the Message Inbox link to return to the Inbox at any time. Message Inbox Each message in the Inbox has three links at the left. View opens the message for display, Delete removes the message from the Inbox, and the third link will display Mark as Unread or Mark as Read, depending on the current status of the message. Each user role, Manager, Supervisor, and User, has its own mailbox. Messages are not sent to a specific user, but instead to anyone who has been assigned the Role at that Agent. Managers will see messages sent to any of the three mailboxes, Supervisors will see messages sent to their own and the User mailbox, while Users will see only those messages sent to the User mailbox. Because of the ability to view messages from multiple mailboxes, Managers and Supervisors could see multiple copies of the same message. The message will indicate which mailbox received it. In the example shown below, the Manager mailbox received three copies of the message, as it was sent to the Manager, Supervisor and User (Clerk) mailbox. Version 4.0: 07/22/2013 Agent POS User Guide Page 41 of 76

42 When one of the messages is opened, the mailbox role to which it was sent is displayed in bold text. The message in the example below was sent to the Supervisor Mailbox. Message Outbox To see any messages sent from this mailbox, click the Message Outbox link. This will allow you to view or delete messages that have been sent. Version 4.0: 07/22/2013 Agent POS User Guide Page 42 of 76

43 Send Message Sending a message to DFW/DMF begins by clicking the Send Message link. Choose the Organization that is the focus of your message. Choose DFW for Hunting, Trapping, and Freshwater Fishing licensure questions and choose DMF for questions regarding Saltwater Fishing and Lobster Harvest Licensure and permits. Selecting an Organization helps identify your message more accurately to receive an answer more quickly. Enter a Subject, and then enter your message in the message box. Click Send to complete the process or Close to exit without sending the message. Once the message is sent, it will be listed in the Message Outbox screen, and can be viewed there. Version 4.0: 07/22/2013 Agent POS User Guide Page 43 of 76

44 REPORTING The reporting feature allows users to review their sales and confirm statements showing what is owed to the Massachusetts and Active Outdoors Organizations. There are four report options: Sales Transaction Detail Statements Cancels Depending on their assigned role, users may not have access to all of the reports available. Sales The Agent Sales report shows the sales for a selected user, or if no users are selected, for all users at that Agent. Select the Report for a user or Select One to show all users, and then select the Begin and End Dates desired. When all fields have been selected, click on Render Report. Version 4.0: 07/22/2013 Agent POS User Guide Page 44 of 76

45 The Agent Sales Report lists the following by date and by user. COLUMN Product Name Quantity Base Fee DFW/DMF AO Convenience Fee Retention Fee Agent Commission Cost Per Item Total DESCRIPTION The name of the Product sold, such as Bear Permit. The number of that product sold. The standard price charged by DFW and DMF. The amount DFW/DMF receives when the product is purchased. If an Active Outdoors Convenience Fee applies to the product, it is shown here. Applicable only to Town Clerk Agents, this amount is how much the Town Clerk keeps out of the Base Fee. The amount the Agent is charging as a commission on applicable items. The total cost of the item, i.e. the amount the customer paid. This is equal to Base Fee + AO Tech Fee + Agent Commission Equal to the Quantity multiplied by the Cost Per Item. The formula is Quantity * Cost Per Item Transaction Detail The Transaction Detail report allows Agents to see each of the customers and their purchases. The Begin Date will default to the Sunday of the current week. You can also search by Customer ID, Transaction ID or Transaction Detail ID. Version 4.0: 07/22/2013 Agent POS User Guide Page 45 of 76

46 The report shows The date and time of the transaction. The Agent who sold the transaction. The code and description of the products purchased as part of that transaction. The cost of each item sold. The customer name, Customer ID number and customer's date of birth. The status of the purchased product. Statements The Statement View List provides the Agent Manager with a summary of the credits and debits that have been created for last week's sales (previous Sunday through Saturday night). The report provides the total amount which is expected to be deducted from the Agent s bank account. Reports are only accessible from within the Statement List option. Version 4.0: 07/22/2013 Agent POS User Guide Page 46 of 76

47 Select the statement year (2011) and then click View Statement List. A list of the Agent's statements will appear. There are two reports available for statements, which are accessed via the links to the left of each statement. The Summary link brings up one report and the Details link will bring up the other report. The Summary report provides totals for each Organization. The Statement Details Report provides a list of all the transactions which comprise the selected statement. Each of the reports is shown below, the Summary, and then the Details. Version 4.0: 07/22/2013 Agent POS User Guide Page 47 of 76

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49 Cancels This report lists all Cancelled transactions during the timeframe identified by the Begin and End Dates. Enter a date range, and then click Render Report. The output of the report displays the following information: COLUMN User Name Sales Date/Time Cancellation Reason Cancellation Comment Transaction ID Cancelled Transaction Amount DESCRIPTION The user name of the person who performed the cancellation. The date and time of the sale. The reason for the cancellation. An optional field, in most cases. Any additional information the user entered at the time of the cancellation. The transaction identifier. The amount of the cancelled transaction. Version 4.0: 07/22/2013 Agent POS User Guide Page 49 of 76

50 USER MANAGEMENT The User Management functionality within the Agent POS allows users to be created, edited, or inactivated. It also allows the Agent Manager to change another user's password as part of the editing option. Once the first Agent Manager user for the Agent has been created by Massachusetts DFG, all other users can be created by that Agent Manager. When creating users, you may grant or restrict access to functionality based on the role assigned. The table below displays a matrix of permissions by each user role. Please create your users according to this table. For example, if you have a user that needs to run reports regarding statements or weekly sales, then the user should have either an Agent Supervisor Role or an Agent Manager Role. Permission Agent Manager Agent Supervisor Agent User Process a Sale of a License/Permit X X X Cancel a Sale of a License/Permit X X Run/View Agent Statement Reports X X Run Agent Sales Report X X Create/deactivate other users within the agent X Change their own password X X X Change another user s password X To manage User logins, click the User Management button. The following screen will display. Version 4.0: 07/22/2013 Agent POS User Guide Page 50 of 76

51 Search for Users In order to edit a user, you must first search for that user. Enter data into any of the parameters, and then click Search. The search parameters can be cleared by clicking Reset. Once the Search button is clicked, the results will appear. If no parameters are selected, all users are returned. Edit Users To edit the user, click the Select link next to that user's name. Their record will be displayed for editing. All fields are editable with the exception of the User Name. The User Name field shows as "grayed out." Version 4.0: 07/22/2013 Agent POS User Guide Page 51 of 76

52 Make any changes, then click Save. The user's profile will be saved, and the main User Management screen will return. Create a New User To add a new user, click New User. The following screen displays. Enter in the information for that user, then click Save. To exit without saving, click Cancel. FIELD User Name (required) Status (required) Last Name (required) First Name (required) Address Role (required) New Password (required) DESCRIPTION This is what a user will type as their login to access the system. This value must be unique across the entire system. The standard is usually first initial, last name. For example Heidi Kennedy could have a username of hkennedy. If that user name has already been used, a message will be displayed and a new user name would need to be assigned. The User Name is NOT case sensitive, meaning that hkennedy and HKennedy would be considered the same. There are two statuses, Active and Inactive. For new users, choose Active. To make it so that a user may no longer log in, such as when a user is no longer employed at the Agent, set the Status to Inactive. The user's last name. The user's first name. The user's address. Selected from the list provided, this value determines the functions the user is allowed to see and use. The first password assigned to the user. It is expected that the user will change their password upon their first login. Version 4.0: 07/22/2013 Agent POS User Guide Page 52 of 76

53 Confirm Password (required) Confirmation of the first password assigned to the user. This MUST match the value in the New Password field. If they do not match, an error message will display. Both the New Password and the Confirm Password are case sensitive, meaning that password1 and PassWord1 are NOT considered the same. Version 4.0: 07/22/2013 Agent POS User Guide Page 53 of 76

54 CHANGE PASSWORD A password may contain both alpha and numeric characters. The password must be at least 4 but not greater than 15 characters long, and is case sensitive. Passwords should be changed every 90 days for security purposes. When you click the Change Password button, the following dialog displays: Enter a new password in the New Password field, and then re-type the same password into the Confirm Password field. Click Save. If the passwords match, you will see the following message "Your password has been changed." If for some reason the new and confirm password fields do NOT match, the following message will be displayed. Re-enter the new and confirmed password, and then click Save again. Version 4.0: 07/22/2013 Agent POS User Guide Page 54 of 76

55 ACH PROCESSING This section outlines the process by which Agents will pay Division of Fisheries & Wildlife, and Division of Marine Fisheries for items sold, and will pay Active Outdoors the Convenience Fees associated with the items sold. Each week, Active Outdoors is owed the Convenience Fee amount applied to sales, while DFW and DMF are each owed the cost of the licenses, permits, or privileges sold. Process Schedule Sundays Thursdays Statements are generated Monies owed, as shown on the statement, are transferred via EFT from the Agent's bank account into the respective AO, DFW, and DMF bank accounts. Statements Each week on Sunday, a statement is generated which shows all outstanding amounts owed to each Organization. The statement contains sales for the previous Sunday through Saturday period and any outstanding unpaid amounts. It is important to note that while all three Organizations appear on the same statement, each is processed through ACH individually. This means that activity on one Organization can differ from the others, depending on sales and other actions related to that Organization. If there are questions regarding the amounts shown on the statement, contact your DFW or DMF representative to discuss. Since AO Convenience Fees are collected based on DFW/DMF sales, any questions are based on DFW and DMF sales, which only DFW/DMF can answer. ACH-EFT Transfer After the statement is generated on Sunday, the amounts for EACH Organization will be transferred on Thursday of the same week from the Agent's bank account into the respective Organization's bank account. The Agent's bank account will show three separate withdrawals labeled: MassFishHunt AO for the amount on the statement for AO MassFishHunt DFW for the amount on the statement for DFW MassFishHunt DMF for the amount on the statement for DMF Version 4.0: 07/22/2013 Agent POS User Guide Page 55 of 76

56 Disputed Transactions and Banking Issues After the statement is generated on Sunday, if there is a question as to the amounts owed, DFW and DMF have the ability to work with the Agent to ensure that the correct amount is deducted from the Agent's bank account during ACH Processing. If for some reason an Agent has insufficient funds in their bank account to cover the amount on the statement, a Non-Sufficient Funds (NSF) record will be added to the next statement, and any amounts still owed will continue to appear on the statement until they are paid. If an Agent has frequent issues with paying in a timely manner, the Commonwealth may prevent the Agent from making any more sales until the Agent has paid any outstanding balances. Version 4.0: 07/22/2013 Agent POS User Guide Page 56 of 76

57 APPENDIX A DFW / DMF SYSTEM DIFFERENCES There are several types of Agents that utilize the MassFishHunt system. In most cases, the functionality remains the same for all agents. However, for agents which are part of DFW/DMF, there are three minor differences which are outlined below. 1. DFW/DMF Users must select the method, cash or check, used to pay for any licenses or permits. This is different from Retail Agents, who handle all payments through their cash register systems and not through MassFishHunt. If Cash is selected, the user does not need to fill out any further information. If Check is selected as the Payment Method, then fields will appear for the DFW/DMF User to enter the Name on the check and the Check Number. Version 4.0: 07/22/2013 Agent POS User Guide Page 57 of 76

58 2. Since a tender type is selected, there is a Cash Out report available which allows the user to balance their cash drawer at the end of the shift, and for the manager to use to balance daily sales. This report shows the amounts by Payment Method for a selected user, or if no users are selected, for all users at that Agent. Select the Report for a user or Select One to show all users, and then select the Begin and End Dates desired. When all fields have been selected, click on Render Report. Version 4.0: 07/22/2013 Agent POS User Guide Page 58 of 76

59 3. There are products which may only be available via a DFW/DMF Office. Specifically, there are For-Hire Vessel permits which are only available at DMF Office Locations, and Non-Commercial Lobster Permits which are only available at DMF Offices. When purchasing either a Charter Boat Permit or a Head Boat Permit, vessel information must be provided. Once this additional information is provided, the transaction continues on like any other. Version 4.0: 07/22/2013 Agent POS User Guide Page 59 of 76

60 When purchasing a Non-Commercial Lobster permit, if the customer chooses to fish with pots, there are questions that must be answered regarding buoy colors and fishing areas. Version 4.0: 07/22/2013 Agent POS User Guide Page 60 of 76

61 APPENDIX B INSTANT AWARD INSTRUCTIONS Introduction With the implementation of the new MassFishHunt licensing system, the Division of Fisheries & Wildlife (MassWildlife) has changed the way in which antlerless deer permits will be issued. In the past a public permit drawing was held, and hunters were mailed postcard notifications to let them know their individual drawing results. Now customers will be responsible for returning to the MassFishHunt site either from their home computer or through a License Agent to try to win their antlerless deer permit. We anticipate that many of the customers who purchase their hunting or sporting license at a License Agent location will return to that same location to try to win their antlerless deer permit. License Agents will play a key role in the issuance of antlerless deer permits during the Instant Award Period which will be open from August 1 through December 31. In order to participate in the Instant Award Period, all customers must possess a hunting or sporting license and MUST have previously applied for an antlerless deer permit by the July 16 deadline. Any customer who did not previously apply WILL NOT be able to try for an Instant Award antlerless deer permit. This is not a first-come first-served system, and not all customers will win a permit. The Agent POS User Guide has been updated with instructions on how to check to see if a customer has won an antlerless deer permit in the Zone for which they previously applied. You may access the Agent POS User Guide at any time by clicking the User Guide Help link in the blue menu bar at the top of every screen. Version 4.0: 07/22/2013 Agent POS User Guide Page 61 of 76

62 Instructions for Instant Award Antlerless Deer Permits Below are the steps involved in checking whether a customer has won an Instant Award Antlerless Deer Permit: 1. From the customer search screen, please retrieve the customer s existing record by one of the following options: - Entering the customer s last name and customer ID# (preferred method) - Entering the customer s last name and date of birth. 2. On the Main Menu on the left side of the screen, click Hunting Permits and Stamps. 3. Click the Add button next to the Antlerless Deer Permit item in the middle of the screen. Version 4.0: 07/22/2013 Agent POS User Guide Page 62 of 76

63 The Wildlife Management Zone (Zone) for which the customer previously applied will be the ONLY option available to them. Please note that there is NO WAY to change a Zone selection at this point (all Zone changes must have been made prior to the July 16 application deadline). In this example the customer had previously applied for Zone 9. Click the Select button to see if the customer has won an Antlerless Deer Permit for the Zone that appears on the screen. Version 4.0: 07/22/2013 Agent POS User Guide Page 63 of 76

64 After clicking the Select button, a message will appear as a "pop-up" in the center of the screen. One of two messages will appear: EITHER 1. The winning message: Congratulations! You have been awarded an antlerless deer permit which has been placed in your shopping cart. Close this window and click check out to purchase it. Version 4.0: 07/22/2013 Agent POS User Guide Page 64 of 76

65 2. The losing message: Unfortunately you did not win this product. OR Version 4.0: 07/22/2013 Agent POS User Guide Page 65 of 76

66 Customers who receive the winning message will have the Antlerless Deer Permit placed in their Shopping Cart, and you may proceed to Check Out to complete their purchase. If a customer does not complete the transaction at the time the Antlerless Deer Permit is won, the permit will remain in his/her Shopping Cart until it is purchased at a later date or expires. [NOTE: ALL Antlerless Deer Permits will expire on December 31 st of the year in which they are issued] Antlerless Deer Permits are designed to be printed at the time of purchase. If a winning customer purchases an Antlerless Deer Permit from you, you MUST PRINT THE PERMIT for the customer (see sample below). Version 4.0: 07/22/2013 Agent POS User Guide Page 66 of 76

67 Sample Antlerless Deer Permit: Version 4.0: 07/22/2013 Agent POS User Guide Page 67 of 76

68 Customers will only have one chance to try for an Instant Award Antlerless Deer Permit. Customers who do not win are finished, and no further action by the License Agent needs to be taken. Instant Awards Participation Summary At any time you can view a customer s Instant Award results by checking the License Inventory / Reprint screen. You will see a new section called Instant Awards Participation Summary that will show the Date the customer participated, the Zone s/he tried for, and the win/lose Status or results of the draw. The Instant Awards Participation Summary section will only display after a customer has participated in the Instant Award Period. (Note: THIS IS NOT A PURCHASE HISTORY, it only shows the results of the Instant Award draw regardless of whether or not the customer has paid for a winning permit.) Note Wins and Losses are displayed Version 4.0: 07/22/2013 Agent POS User Guide Page 68 of 76

69 License Inventory Purchased Instant Award Antlerless Deer Permits will appear in the Inventory section above the Instant Awards Participation Summary section (see below). Version 4.0: 07/22/2013 Agent POS User Guide Page 69 of 76

70 APPENDIX C SURPLUS SALES INSTRUCTIONS Introduction Surplus Antlerless Deer Permits are those permits that were allocated, but not issued, through the Instant Award Process. Surplus antlerless deer permits are made available for sale in October of each year, one week prior to the opening of the Massachusetts archery deer season. Customers may purchase surplus antlerless deer permits through the internet or at any License Agent location. To purchase a surplus antlerless deer permit, a customer must possess a valid Massachusetts hunting or sporting license. Surplus permits are limited quantity items that are issued on a first-come-first-served basis until all permits have been issued or until the end of the calendar year, whichever comes first. Surplus Antlerless Deer Permits are also time-limited products that will be removed from the shopping cart if transactions are not completed within 15 minutes. Expired permits are returned to the pool of available permits and may be re-added to the shopping cart as long as permits for that zone remain available. When permits for a particular wildlife management zone sell out, that zone will disappear from the list of available zones in the sales menu. Please note that a customer s previous participation in the Application Phase or Instant Award Phase has NO bearing on a customer s eligibility to purchase surplus antlerless deer permits. The only requirement is that the customer has a valid hunting or sporting license (either in his inventory or shopping cart if he is purchasing a license in the same transaction as the surplus permit). Instructions for Selling Surplus Permits This example utilizes the Antlerless Deer Surplus Permits. 1. Log into MassFishHunt system using the Agent ID, User Name, and Password. For more information on how to log in, view the Internet Site Location And Login section. 2. Retrieve existing customer records by entering customer s Last Name and DOB or Last Name and Customer ID. See the Customer Search section for instructions on retrieving existing customers or creating a new customer record. NOTE: If no customer record is found, the agent/issuer will create a new customer record and sell the customer a hunting/sporting license before attempting to sell a surplus Antlerless Deer Permit. Version 4.0: 07/22/2013 Agent POS User Guide Page 70 of 76

71 3. Click the Enter Sales button at the bottom right of the screen. 4. On the Main Menu on the left, click Hunting Permits and Stamps. Version 4.0: 07/22/2013 Agent POS User Guide Page 71 of 76

72 5. Click the Add button next to the Surplus Antlerless Deer Permit product. 6. Click Select button next to the Zone that the customer would like to purchase. 7. A surplus permit for this Zone will be placed in the Shopping Cart, and a message will appear that states This product will be removed from your cart unless the purchase is completed within fifteen (15) minutes. NOTE: The customer's purchase must be completed within 15 minutes or the selected permit(s) are automatically removed from the Shopping Cart. Permits that are removed from the Shopping Cart may be re-added via the above steps as long as permits remain available. If the customer has more than one time-limited product in their cart, EACH product has its own 15 minute timer. Version 4.0: 07/22/2013 Agent POS User Guide Page 72 of 76

73 8. Click OK to acknowledge the message. 9. If the customer would like to purchase additional permits, you may repeat steps 4-8 above until all permits have been placed in the Shopping Cart. 10. After all Surplus Antlerless Deer Permits have been selected, click the Check Out button on the mini Shopping Cart on the right. Version 4.0: 07/22/2013 Agent POS User Guide Page 73 of 76

74 11. Click the Check Out button on the main Shopping Cart screen. If the customer would like to change any of their selections, you may Remove or Edit as needed. Version 4.0: 07/22/2013 Agent POS User Guide Page 74 of 76

75 12. Click the Submit button on the Transaction Confirmation screen 13. Click the Print Licenses/Permits and Receipt button to print permit(s) and receipt. 14. An example of the printed permit is below. The customer MUST sign the permit in order for it to be valid Version 4.0: 07/22/2013 Agent POS User Guide Page 75 of 76

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