CreditLine (4.30A) Click on the chapter titles below to view them: 1: Getting Started. 2: CreditLine Configuration

26/10/2015 CreditLine (4.30A) Click on the chapter titles below to view them: 1: Getting Started 2: CreditLine Configuration 3: Converting To Open GI/UPG Mode (CreditLine Plus) 4: Processing Credit Card Payments 5: Additional CreditLine Features 6: CreditLine Cashbook and Audit reports Open GI 1

CreditLine Guide 1: Getting Started 1: Getting Started Understanding CreditLine and the Terminology CreditLine version 3.3.0A onwards can be run in a number of ways. The bullets points below help define these ways and clarify the terminology used: CreditLine - This is the product line which from version 3.30A onwards includes the CreditLine Plus feature available for licensing (and access to the Open GI/UPG mode if CreditLine Plus is licensed). CreditLine Plus - This feature is available in a post 3.30A CreditLine release which has the CreditLine Plus licence installed (allowing the switch to the Open GI/UPG Mode, but can still be run in SecureHosting and Solve SE modes). Open GI/UPG Mode - The switch on/configuration for this is available from CreditLine 3.30A onwards but the mode can only be entered with a CreditLine Plus licence in place. CreditLine (Solve/SE and SecureHosting) CreditLine has been developed specifically for Insurance Brokers who offer their customers the ability to pay for their insurance by Credit, Debit and Charge cards. Throughout this manual, these cards will be referred to collectively as credit cards. CreditLine integrates with your Core Back-Office. When installed, the Core Back-Office automatically calls CreditLine when you request a credit card payment. You are automatically prompted for card details when a Core Back-Office payment is requested. CreditLine records and maintains a list of card numbers previously used by a client. This allows you to choose a card from this list when making a payment rather than re-keying the details. The main Payment method features of CreditLine are as follows: Validation - the first four characters of any card account number identifies the card issuer (i.e. Mastercard, Visa etc.), CreditLine builds up a file containing validations linking these four character identifiers to the payment method that was specified by the operator. If an identifier is entered and a different payment method from the one held in the validation file has been specified then the system displays a warning. Protection against clerical errors - the card details are validated before a payment is made, preventing incorrect card details being passed on to the bank, all of the required data must be entered (issue numbers, issue dates etc.), expired cards will be rejected. Protection against fraud - a hot card file of lost or stolen cards may be stored on the payment terminal and is updated when connecting to the bank at night. Core Back-Office waits for the result of authorisation before processing the payment, and if authorisation is not obtained the payment is not made. A credit card can be pre-authorised in Advanced Prospect Management in conjunction with the CreditLine software. This process will mark the customer s account to ensure that funds are available when the policy is converted to Live. CreditLine stores an audit trail of all payment requests. CreditLine can generate an audit report for any specified date range sorted by either the request date, policy reference or card type. The report prints the total values of payments for each card type on a summary page at the bottom of the report. 2

CreditLine An audit report linked to the Core Back-Office cashbook is requested. This report automatically generates and prints the standard Core Back-Office cashbook and then prints a report showing all credit card payments made during the cashbook period, the report is ordered by card type, and prints a summary of the total values of payments for each card type at the bottom of the report. You can also set your system to run in test mode. While in TEST mode certain test card numbers will be available real card numbers will be rejected. CreditLine Plus CreditLine Plus in Open GI/UPG mode is an alternative to CreditLine via SecureHosting and requires a CreditLine Plus licence. However, it can still be run in SecureHosting and Solve SE modes. CreditLine Plus in Open GI/UPG mode assists you in meeting the latest requirements of the Payment Card Industry Data Security Standard (PCI DSS) regulation and offers a fully integrated service for making secure, fast and simple electronic payments by credit and debit cards. CreditLine Plus is suitable for all types of broker, including Commercial and Personal Lines businesses, selling through High Street branches, from a Call Centre base or online. CreditLine Plus in Open GI/UPG mode gives you additional functionality to assist with PCI Compliance by not capturing card numbers and CV2 card validation numbers in the Back Office, instead using an Open GI branded webpage hosted by UPG (Universal Payment Gateway). Acting as a Payment Service Provider (PSP), Open GI through our partnership with Universal Payment Gateway Plc (UPG), will fully manage your payments to the acquiring bank, card schemes and payment networks on your behalf, removing any associated concerns with taking card payments. Key Features of CreditLine Plus in Open GI/UPG Mode Dedicated CreditLine Plus software activates as soon as the card payment option is selected. Payment, pre-authorisation and card validation can be checked before issuing cover. Pre-authorised payments can be accepted at a later date without re-keying payment card details. Card details are discarded after use, a token is retained to enable future payments. UPG returns the last four digits of the card to assist in previous card selection. Supports payments from all client premiums including broker instalment, continuous authority payments, standard deposits / full payment, premium finance and BACS initial payment. Card receipts can be generated for customers and refunds restricted to authorised users only. Ability to review all card payments made on a policy. A number of audit reports are available for monitoring payment activity. Ability to track payments by payment method Ability to track individual payments by UPG token (the UPG Admin Site allows this). Video Demonstration (CreditLine Plus) The main Open GI website contains a system demonstration of CreditLine running in the CreditLine Plus Open GI/UPG mode. Please click HERE to access this video demonstration. 3

CreditLine Guide The CreditLine Menu The CreditLine Menu is shown below: The main CreditLine menu and the available options are detailed below: CreditLine Maintenance CLP Merchant Accounts for Brands Credit Card Terminal Startup - Racal Processing only - no longer used. Credit Card Terminal Closedown - Racal Processing only - no longer used. Daily Cashbook/Audit Report BROOMS Cashbook Print Daily Audit Print CreditLine Audit Report Credit Card Usage Report Batch Receipts Print 4

CreditLine Batch Receipts Purge Card Details Purge Engineering Link Test (CreditLine Guide) Open GI Limited Process Flow This section describes the process flow involved in the use of CreditLine/Creditline Plus: Solve/SE The main stages of the CreditLine Solve/SE processing consist of the following steps: 1. A credit card payment is requested from Core Back-Office. 2. The operator enters the customer s card details. 3. A payment request is sent to the payment terminal. When the card details have been collected, CreditLine communicates the data to a payment terminal connected to the Open GI processor. The payment terminal validates the card details and then attempts to obtain authorisation. The result of the authorisation attempt is returned to CreditLine. 4. If the payment is declined then processing stops at this point and the payment is abandoned. 5. If the payment is authorised then the details of the payment will be stored on the payment terminal until they are collected by the bank. Depending on the type of payment terminal used, a short audit receipt may be printed on the payment terminal. 6. Print a payment receipt from the Open GI system. 7. The payment is made, ledger, cashbook and payment history records are written/updated. 8. The CreditLine audit is updated to confirm that the payment has been completed successfully. SecureHosting See the Credit Card Pre-Authorisations page for an outline of the process when a credit card is preauthorised in Advanced Prospect Management in conjunction with the CreditLine software. The main stages of the CreditLine SecureHosting processing consist of the following steps: 1. A credit card payment is requested from Core Back-Office. 2. The operator enters the customer s card details. 3. A payment request is sent to SecureHosting. When the card details have been collected, CreditLine communicates the data to the online web based solution. SecureHosting validates the card details and then attempts to obtain authorisation. The result of the authorisation attempt is returned to CreditLine. 4. If the payment is declined then processing stops at this point and the payment is abandoned. 5. Print a payment receipt from the Open GI system. 5

CreditLine Guide 6. The payment is made, ledger, cashbook and payment history records are written/updated. 7. The CreditLine audit is updated to confirm that the payment has been completed successfully. Open GI/UPG (CreditLine Plus) CreditLine Plus in Open GI/UPG mode is an alternative to CreditLine via SecureHosting. See the Credit Card Pre-Authorisations page for an outline of the process when a credit card is preauthorised in Advanced Prospect Management in conjunction with the CreditLine software. The main stages of the CreditLine Plus Open GI/UPG processing consist of the following steps: 1. A credit card payment is requested from Core Back-Office. 2. The operator enters the customer s card details into an Open GI branded webpage hosted by UPG (Universal Payment Gateway). 3. A payment request is sent to UPG. They then validate the card details and attempt to obtain authorisation. The result of the authorisation attempt is returned to CreditLine Plus. 4. If the payment is declined then processing stops at this point and the payment is abandoned. 5. Print a payment receipt from the Open GI system. 6. The payment is made, ledger, cashbook and payment history records are written/updated. 7. The CreditLine audit is updated to confirm that the payment has been completed successfully. (CreditLine Guide) Open GI Limited Main Processes Main Processes CreditLine/CreditLine Plus can be split into two main processes: User Interface - the user interface is called whenever the operator requests a CreditLine process. Background Payment Processing - the status of the payment terminals and any failures in payments / error messages for payment terminals or the online web based solutions. (CreditLine Guide) Open GI Limited User Interface The user interface is called whenever the operator requests a CreditLine process. Functions The processes supported by CreditLine are: Payment authorisation requests. Payment confirmation requests. 6

CreditLine Requesting a receipt for an existing payment request. Viewing authorisation history. Updating the status of payment audit record. Maintaining card details. Request Payment Authorisation The main use of the user interface is when Core Back-Office requests a payment with one of the credit card payment methods. This process is described below. A check is made to determine whether the payment method requires authorisation to be obtained. The check is made against the details stored in CreditLine maintenance. If authorisation is not required then control is returned to Core Back-Office and the payment is made as normal. The operator inputs the card details via the user interface - either in the Core Back-Office or into the OpenGI/UPG integrated web solution. If the payment is negative (i.e. a refund) then a password may have to be entered to allow the process to continue. Process Authorisation Request When the card details have been entered a payment request record is passed to the payment terminal or SecureHosting/Open GI/UPG. The terminal or SecureHosting/Open GI/UPG obtains the relevant response and the result, whether successful or failed, is written into a payment audit record including a status, the possible results are detailed below: Authorisation Results There are five possible results that can be received at this point: Authorisation abandoned Missing/bad fields Voice referral required Payment authorised Authorisation declined. If the result is Authorisation abandoned or Authorisation declined then control is returned to Core Back-Office and the payment is abandoned. If the result is Payment authorised then control is returned to Core Back-Office and the payment is made, cashbooks are updated etc. Missing/Bad Fields Should the system return the result Missing/bad fields, then the fields that were not completed or were invalid are displayed, and the operator is returned to the card details input screen. When the card details have been corrected, the payment audit record is updated and the request is sent again. 7

CreditLine Guide Voice Referrals (Solve/SE Processing only) When the result is Voice referral required, then the operator must call the credit card authorisation centre and obtain authorisation verbally. The centre gives an authorisation code that the operator must enter onto the system. The system then follows the same procedure as for a successful authorisation. Payment Confirmation The user interface is updated when confirming that the payment has been successfully completed. The audit record is read and the status updated. (CreditLine Guide) Open GI Limited Background Payment Processing The task of the background processing is to handle all communications between the Open GI processor and the payment terminal or the SecureHosting/Open GI/UPG Online Web solution. A payment terminal and online web based solutions, SecureHosting/Open GI/UPG are supported. The background tasks for each are as follows: Solve/SE - payment terminal status SecureHosting - failures in payments / error messages Open GI/UPG - failures in payments / error messages Solve/SE The background processing is performed by software that runs on a PC connected to the Open GI processor by a TCP/IP network connection. The background link task is started by a program that runs automatically when the Open GI processor is booted. Wait for Payment Request When successfully started, the background task waits for a payment request. Send Data to Payment Terminal The authorisation details are sent to the payment terminal. If the background processing cannot communicate with the payment terminal then the audit record status is updated to Authorisation abandoned and authorisation is abandoned for this request. The payment terminal will send a response to indicate whether the transaction will be authorised or declined. If the transaction is declined, an error code will indicate the reason. The audit record status will be updated accordingly. If the transaction is declined because the card details have not been entered correctly, the user will be invited to re-enter the card details and to re-send the transaction. If the payment terminal does not return a valid response, the audit record status will be updated to Authorisation abandoned and authorisation will be abandoned for this request. 8

CreditLine SecureHosting SecureHosting is an online web based solution using their Universal Payment Gateway (UPG). SecureHosting requires an MLS and a Broadband Internet connection. This section details: Failures in Payments / Error Messages Payment Request Time Outs SecureHosting Refunds Further information can be found at: www.securehosting.com If there is a failure to connect to SecureHosting, a connection error similar to that described for the Engineering Link Test will be displayed. SecureHosting Failures in Payments / Error Messages If there is an error with the credit card details, the user will be able to amend the card details if SecureHosting s error message refers to an error in any particular card fields. For example, if the issue date is too short, the following error message would be received: Error: Invalid Issue date A prompt will be displayed to enter the missing or bad fields. The errors that lead to the missing or bad fields prompt are: Issue Number Too Long Issue Number Too Short Issue Number Missing Invalid card number length Card Number Too Short Invalid Issue date Invalid Card Number or Expiry Date 9

CreditLine Guide No card number Generic Bank Timeout. Please Retry. For other errors the user will be returned to the policy in Core Back-Office. Other common payment errors include: Card Declined Card Referred Start Date Too Short Card Type Not Supported Host Not Responding Card Prevalid SecureHosting Payment Request Time Outs If a payment request "times out" before a response is received from SecureHosting, the payment will be abandoned (This potentially led to confusion as the payment might already have been authorised by SecureHosting, but this was not shown in the Ledger). In these circumstances, an entry is put into the CreditLine Audit file with a status of Unknown Response. Open GI/UPG Open GI/UPG (CreditLine Plus) gives you additional functionality to assist with PCI Compliance by not capturing card numbers and CV2 card validation numbers in the Back Office, instead using an Open GI branded webpage hosted by UPG (Universal Payment Gateway). This section details: Failures in Payments / Error Messages Payment Request Time Outs SecureHosting Refunds Further information can be found at: http://www.universalpaymentgateway.com/home/ If there is a failure to connect to Open GI/UPG, a connection error similar to that described for the Engineering Link Test will be displayed. Open GI/UPG Failures in Payments / Error Messages For CreditLine Plus in UPG mode any error is notified to the user and you are then dropped back to the policy page. You will then need to submit the payment again. For example, if the card number is too short for a Maestro card, the following error message would be received: 10

CreditLine The errors that lead to the missing or bad fields prompt are: Issue Number Too Long Issue Number Too Short Card Number Too Short Card Number Too Short Invalid Card Number or Expiry Date Generic Bank Timeout. Please Retry. Other common payment errors include: CV2 declined Payment Cancelled Card Declined Card Referred Start Date Too Short Card Type Not Supported Host Not Responding Card Prevalid 11

CreditLine Guide Open GI/UPG Payment Request Time Outs If a payment request "times out" before a response is received, the payment will be abandoned (This potentially led to confusion as the payment might already have been authorised, but this was not shown in the Ledger). In these circumstances, an entry is put into the CreditLine Audit file with a status of Unknown Response. (CreditLine Guide) Open GI Limited CreditLine Maintenance The maintenance program allows CreditLine to be configured for an individual Broker s system. You can also set your system to run in test mode. The card types, control data and receipt printers are specified separately for each branch on the system. If necessary each branch may be specified to use only a particular payment terminal, alternatively each branch may use all available payment terminals. For Solve/SE processing, only one payment terminal is supported. SecureHosting and Open GI/UPG don't use payment terminals. They have their own page in Broker Control Details which can be configured for each branch. (CreditLine Guide) Open GI Limited CLP Merchant Accounts for Brands CLP Merchant Accounts for Brands A licence is required for this functionality. It can be used on multiple branches. This option allows a broker to allocate a specific UPG account to any of their Back-Office brands set up in the Broker Configuration. If a policy's brand has a UPG account listed against it then Creditline Plus payments will be made to this account. If a policy has no brand, or the brand is not associated with a particular UPG account (or any association is suspended) then the UPG account details from the 'Broker Control Information' option will continue to be used. Any UPG account can be linked to multiple brands, but a single brand can only be linked to one UPG account at a time. Taking a payment on a policy with CreditLine Plus will automatically use the correct UPG merchant account for the brand of that policy. The customer will also see the branded account on their credit card statement. 12

CreditLine Adding A New Account To add a new UPG account/brand association either click on the New Branded Account button (ESC 1) at the top of the screen or right-click on an existing brand and select the 'New branded account' option. Enter the details of the required UPG account for the brand. Brand Select a brand from the drop-down list. Active Select from "Yes" or "No". 13

CreditLine Guide SHReference Enter up to 10 characters. Checkcode Enter up to 10 characters. Password Enter up to 20 characters. UPG File New Enter up to 30 characters. UPG File Add Enter up to 30 characters. Click the OK button (RETURN) to save the details. Amending A Branded Account Left clicking on an existing brand association or right click on your mouse and select the 'Amend branded account' option. This allows the user to change any of the details entered when the association was set up: Click the OK button (RETURN) to save the amended details. Suspend An Account Within the 'Amend branded account' option there is a field to indicate whether the brand association is "Active". If this Active field is set to "No" or blank, then the UPG/brand association is treated as suspended. If this is the case then the default UPG account on the branch will be used. Print Account Details The Print button (F7) at the top of the screen allows you to print a list of all the current and historical UPG associations for any brands that have been set up. This is a Landscape document. 14

CreditLine 2: CreditLine Configuration 2: CreditLine Configuration This chapter describes how to use the CreditLine maintenance facilities. These facilities allow you to establish a communications link with the credit card terminal or terminals connected to your system. When you have connected and tested the terminal you must configure the control data to allow your system to accept credit card details. The maintenance facilities allow CreditLine to be configured to suit your individual requirements. You are provided with four maintenance functions on the CreditLine menu as follows: CreditLine Maintenance - this function provides you with the system configuration facilities for CreditLine. You can also set your system to run in test mode in here. Credit Card Terminal Startup - this function allows you to start up the communications link with the card terminal connected to the system. This function is not required for Solve/SE processing. Credit Card Terminal Closedown - this function allows you to close down the link with the card terminal connected to the system. This function is not required for Solve/SE processing. Engineering Link Test RACAL Processing - no longer used. Solve/SE Processing - this function tests the communications link to the Solve/SE payment software and displays version information if successful. SecureHosting Processing - this function sends test messages to SecureHosting. UPG (Universal Payment Gateway) - this function sends test messages to SecureHosting. The card types, control data and receipt printers can be specified separately for each branch on the system. It is possible for each branch to use only a particular payment terminal, or all available terminals connected to the system. For Solve/SE processing, only one payment terminal is supported. (CreditLine Guide) Open GI Limited Using CreditLine Maintenance To configure the control data and credit card communications parameters you must use the CreditLine Maintenance option on the CreditLine menu. Use the following procedure to set up your system: 1. Select CreditLine Maintenance from the CreditLine menu. The system displays the CreditLine Maintenance menu. 15

CreditLine Guide This menu provides you with the following maintenance functions: Broker Control Information - this allows you to define which credit cards you accept and how the system authorises payment. You can also set your system to run in test mode. CreditLine Handler Information (displays for Solve/SE Processing only) - this allows you to examine the status of the link to the payment terminal. Card Prefix Maintenance - this allows you to define credit card prefixes for Solve/Se and SecureHosting only. The first four numbers of every credit card define the type of card being used. 2. Select an option and click the mouse (RETURN). (CreditLine Guide) Open GI Limited (Solve/SE Processing) CreditLine Handler Information (Solve/SE Processing) You can examine the status of the link to the payment terminal as follows: 1. From the CreditLine Maintenance menu, select the CreditLine Handler Information' option. The system displays the information shown below: 2. The status of the payment terminal communications link may change while you view the screen. To refresh the information, press the Refresh button (RETURN). 3. To return to the previous menu, press the Cancel button (ESC ESC). (CreditLine Guide) Open GI Limited Maintaining Broker Control Details Moving Through the Broker Control Screens To set up Broker Control details use the following procedure: 1. Select the Broker Control Information option from the CreditLine Maintenance menu and click the mouse (RETURN). 16

CreditLine 2. The system displays the first Broker Control Information screen. 3. Use the button (F11) to move forwards through the screens and use the button (F10) to return to the previous screen. 4. Press the Update button (F2) to update any screen and the OK button (RETURN) to save any changes. Broker Control Information (Screen 1) To update the details press the Update button (F2). The fields below are listed in the tabbing order: Card Type Each of the entries represents one of the Core Back- Office credit card payment methods (1 to 9). It is important that the card types specified match the payment methods that are already in use in Core Back- Office. For each payment method that you want to use you must enter a valid card type. The following values can be entered in this field: 17

CreditLine Guide AMERICAN EX. BACS MAESTRO MASTERCARD OTHER TRADEPRO VISA VISA DELTA VISA ELECTRON You can also enter BACS if you want to use it as a payment method. Currently only Mastercard, Visa and Maestro card types are available for use with CreditLine Plus in Open GI/UPG mode. It is no longer possible to select SOLO as a card type within CreditLine maintenance. Description If the card type is non-standard you can enter a short description. For standard cards you can leave this field blank. The description is printed on the receipt and audit reports. Authorise This is a Yes/No field which specifies whether CreditLine should attempt to obtain authorisation for payments using that payment method. For cards this is usually Yes, and for BACS this would be No. CSC Each card type can be set individually, with the following options: Mandatory the Card Security Code field displayed and is mandatory for this card type Yes the Card Security code field will be requested, but can be left blank. The 'Card Prefix CSC Default' option must be set to Yes to activate this process. No the Card Security Code field is not displayed for this card type The global setting (Card Prefix CSC Default) is used where the entries for the card type and for the individual 18

CreditLine card prefix have been left blank. Refer to the Using Card Security Code Processing Controls page for further information. SecureHosting Note that SecureHosting always asks for the Card Prefix regardless of these settings, as shown below: This can be overridden by clicking the Yes button, if you have the authorisation code specified in the 'Mandatory CSC override auth code' option. Automatic receipt (Printer Id) Enter the system ID of your printer details in full - for example LP:WP if you require an immediate CreditLine receipt. If you do not require an immediate receipt print, enter "LP:NIL:" or "NONE". New Page This is a Yes/No field. Receipts can be printed continuously, or a new page can added after each receipt has been printed, depending on the stationery that is used. Copies Enter the number of copies of the receipt you want printed. Requested receipt (Printer Id) Enter the system ID of the printer in full - for example, LP:WP to request if users are allowed to request an individual CreditLine receipt from the Policy Record or enter "LP:NIL:" or "NONE" if "Requested" receipts are not required. New Page This is a Yes/No field. Receipts can be printed continuously, or a new page can added after each 19

CreditLine Guide receipt has been printed, depending on the stationery that is used. Copies Enter the number of copies of the receipt you want printed. Activate authorisation This is a Yes/No field which allows you to activate CreditLine / CreditLine Plus. If you enter Yes CreditLine requests customers card details and attempts to obtain authorisation for credit card payments. Mandatory CSC override auth code This holds the authorisation code required to override mandatory input of the CSC value. If you can override, you will be asked to enter your username and password. If this field is left blank then any user can choose to override this function. Refer to the Using Card Security Code Processing Controls page for further information. Validate payment method This is a Yes/No field which allows the system to check the card prefix against the existing types on the system. If the card prefix does not exist on the system it is added to the list of cards. Disable save receipts If this option is set to Yes, CreditLine receipt records will no longer be saved. This will result in lower disc space usage, but batch printing of CreditLine receipts will no longer be possible. If this option is set to No or is left empty, CreditLine receipts will be retained. If you have no requirement to print batches of CreditLine receipts it is recommended that this option is set to Yes CreditLine authorisation code An authorisation code may be set to prevent access to CreditLine functions. Refund authorisation code If you do not enter a code in this field, the system will not request a System UserID and password when the operator attempts to authorise a refund. If you require password control of credit card refunds then enter a code in this field. The system will then 20

CreditLine prompt the operator to enter a System UserID and password when attempting to authorise a refund, as shown below: If the password entered does not contain the authorisation code set in this field, the operator is returned to the Policy level screen, otherwise they can continue to process a refund. Override authorisation code This allows you to enter an authorisation code that an operator s list of authorisation letters must have in order to allow CreditLine to be overridden. Please note that this will only work if the following options are also entered. The column headed Authorise should have "Yes" against each option, unless the Card Type is BACS. The following options should also be set to "Yes". Activate Authorisation Validate payment method On-line process type This allows you to select the background process that your system uses to authorise credit card transactions. Select from: OpenGI/UPG Racal - no longer used. SecureHosting Solve/SE Brokers with or without a CreditLine Plus licence will be able to continue to use the SecureHosting On-Line process Type, or revert back to SecureHosting from "Open GI/UPG, if required 21

CreditLine Guide Refer to the Reverting Back To SecureHosting page for further information. The different online processing types are detailed below. OpenGI/UPG CreditLine Plus is an alternative to CreditLine via SecureHosting and requires a CreditLine Plus licence. CreditLine Plus gives you additional functionality to assist with PCI Compliance by not capturing card numbers and CV2 card validation numbers in the Back Office, instead using an Open GI branded webpage hosted by UPG (Universal Payment Gateway). Further information can be found at: http://www.universalpaymentgateway.com/home/ You will only be able to switch to UPG mode if the 'Discard card details so not available for subsequent use' option has been set to "Yes" in CreditLine Maintenance. During the switch-over any stored audit records will have the first 12 digits of their card numbers erased. This is irreversible. In order not to interfere with ongoing transactions the switchover should take place out of working hours. Racal Used Payment terminals - no longer used. SecureHosting SecureHosting is an online web based solution using their Universal Payment Gateway (UPG). SecureHosting requires an MLS and a Broadband Internet connection. Further information can be found at: www.securehosting.com Solve/SE Uses payment terminals - replaced Racal. Payment terminal number (RACAL processing only) - no longer used. 22

CreditLine Last Transaction Number This item is for information only - it shows how many authorisation requests have been submitted to the background process in Solve/SE. SecureHosting transactions don't increment this. Use Branch No for Source ID This is used to determine the terminal identity for use with Solve/SE. Each data packet sent to Solve/SE requires a unique identity number which normally consists of either the VDU number or the Branch number. A system-generated sequence number is then attached to this. For users with multiple servers,we prefix this number with a server-id number. If you have a multi-branch operation and each branch uses a separate Merchant-ID, this field should be set to Yes For example, if this field is set to "Yes", the identity number generated would look like this: 0000010001 where the first 6 digits represent the branch number and the final 4 digits will be a sequence number. If it is set to No, the identity number generated will look like this: 0001550001 where the first 6 digits are the VDU number. For most users the preferred setting will be Yes. You are advised to contact Open GI when amending this field. Card Prefix CSC Default Enter Yes to activate the Card Security Code during the payment process. This global setting (Card Prefix CSC Default) is used where the entries for the card type and for the individual card prefix have been left blank. SecureHosting always asks for the Card Prefix regardless of these settings. Refer to the Using Card Security Code Processing Controls page for further information. 23

CreditLine Guide Suppress Default of card holder This option allows the default cardholder name to be suppressed. If this option is set to Yes, the cardholder name will not be automatically filled with the Client name when accepting a payment via CreditLine. The user will be required to enter a name before the payment can be accepted. If this option is set to No or if it is left empty, the Client name will appear in the Cardholder name when accepting a payment via CreditLine. When you have completed this screen press the OK button (RETURN) to update the system. Press the button (F11) to move to the Card Security Settings (Screen 2) screen. Press the button (F10) to return to the previous screen. Card Security Settings (Screen 2) Discard Card Details so not available for subsequent use Selecting "Yes" to this option will cause card details to be removed so that they are no longer available for subsequent use and new card details that are entered will not be stored. When switching to Open GI/UPG, this option has to be set to "Yes". Refer to the Converting To Open GI/UPG Mode (CreditLine Plus) page. 24

CreditLine Only hold last 4 digits of card number in audit records Only hold the last 4 digits of card numbers in the audit file remaining digits replaced by asterisks. Selecting "Yes" to this option runs a process that must be run while no other programs are running that use CreditLine files and may take a number of hours. With effect from CreditLine 3.00X all card numbers are always displayed with asterisks replacing all but the final 4 digits regardless of the format in which they are held in the audit file. e.g. 400000000000000002 will be displayed as ****************0002 This setting is ignored with CreditLine Plus processing, since the last 4 digits of card numbers are always stored when storing tokens. Process Mode Test Mode Enter "Yes" to start test mode, otherwise enter "No". This allows broker with a test system to evaluate upgrades which use CreditLine without connecting to external systems. This applies on a per branch basis. While in TEST mode certain test card numbers will be available real card numbers will be rejected. Each test card number will behave in a different manner. In TEST mode the software will recognise the card number and behave accordingly returning SUCCESS or FAILURE messages without accessing any 3rd party system. When you have completed this screen press the OK button (RETURN) to update the system. Press the button (F11) to move to the SecureHosting Settings (Screen 3) screen. Press the button (F10) to return to the previous Broker Control Information (Screen 1). SecureHosting Settings (Screen 3) Note that OpenGI/UPG mode requires the SecureHosting fields to be set as well as the fields relating to UPG. This is set up using account data provided by SecureHosting. Open GI will assist in entering this data. For SecureHosting the UPG fields do not need to be set (and will be inaccessible). 25

CreditLine Guide There are settings for optional proxy server information, which will be set up by Open GI. Passworded fields can be cleared by pressing ESC C - this removes the asterisks. When amending a passworded field, the previous value is automatically cleared, in case a new value is shorter than the previous value. SHReference The value of SHReference cannot be amended once it is set for SecureHosting. For CreditLine Plus the SHReference can be updated during transition from Live to Training or Training to Live. Checkcode The Checkcode field is a password and so is not viewable. When a value is being typed in, an asterisk appears for each character typed. When RETURN is typed in the maximum number of asterisks is displayed, hiding the length of the actual password entered. 26

CreditLine Password The Password field is a password and so is not viewable. When a value is being typed in, an asterisk appears for each character typed. When RETURN is typed in the maximum number of asterisks is displayed, hiding the length of the actual password entered. Sub-user name Please contact your Account Manager who will give you the information for this field. Sub-user Password Please contact your Account Manager who will give you the information for this field. Server URL Enter up to 65 characters for the URL. New Pay URL Please contact your Account Manager who will give you the information for this field. Add Pay URL Please contact your Account Manager who will give you the information for this field. Most users will just leave this blank. The New Pay URL is then used. Currency Select from "Euros" or "Pounds". Disallow CPC Refund Card refunds are allowed to an amount greater than the last card transaction so long as this is within the total amount taken from the refund card. You can select a valid card from any cards used to make payments against transactions in the current period. This option indicates whether credit card charges should be included in refund calculations or not by entering "Yes" or "No". Refer to the CreditLine Refunds page for further details. Timeout Enter a number in the format 999. 27

CreditLine Guide Callstream Client Please contact your Open GI Account Manager if you interested in using Callstream. Customers not using Callstream should not enter values in this field. Callstream customers will be then notified by Open GI Commercial of the credentials for configuring this. You will receive a 4 digit credential to access the Callstream Interface. UPG:Store card tokens For upgrades to CreditLine, this field will be defaulted to 6 months. For new CreditLine installations, this field will be set to 13 Months. This field is only editable if Open GI/UPG is selected in the 'On-line process type' option. When the card selection window is shown in CreditLine, the date the token was received from UPG will be checked. Any card token record which is older than the maximum age permitted in this option will be deleted before the list of (the last 4 digits of) available cards is displayed. CallStream Password Please contact your Open GI Account Manager if you interested in using Callstream. Customers not using Callstream should not enter values in this field. Callstream customers will then be notified by Open GI Commercial of the credentials for configuring this. You will receive a Callstream password, which is a unique customer password associated with the Callstream interaction. UPG File New Please contact your Account Manager who will give you the information for this field. UPG File Add Please contact your Account Manager who will give you the information for this field. Training Branch Using SecureHosting If set to Yes then no data is sent to SecureHosting for that branch and all 28

CreditLine transactions are accepted. Whenever Creditline starts up (after selecting a Credit Card Payment Method in Core Back-Office Accept a payment, or after calling CreditLine from Advanced Prospect Management) the following warning is displayed: This is a training branch for SecureHosting. No transactions will be sent to SecureHosting. Press RETURN to continue. Using OpenGI/UPG For UPG mode, requests do progress and are sent to the allocated test SHReference. If set to "Yes" there are four floating test accounts which can be made available to customers for training periods during migration to CreditLine Plus. Selecting Training as "Yes" will allow the customer to set to one of these SHReferences. Allocation of such an account is via liaison with the Open GI Support Centre. Training Branch will require the use of UPG s set of Test Cards, with their restrictions to the amount (as specified in UPG s Test Card specification). Proxy Proxy Server Enter up to 20 characters. Proxy Port Enter a number in the format 9999. Proxy Username Enter up to 20 characters. Proxy Password The Proxy Password field is a password and so is not viewable. When a value is being typed in, an asterisk appears for each character typed. When RETURN is typed in the maximum number of asterisks is displayed, hiding the length of the actual password entered. 29

CreditLine Guide When you have completed this screen press the OK button (RETURN) to update the system. Press the the button (F10) to return to the previous Card Security Settings (Screen 2) screen or press button (F11) to move to the Card Payment Charge Processing (Screen 4) screen. If you have additional screens configured, such as Card refund Authority Matrix, press the button (F11) to move to these otherwise you will be notified that there are no more screens. Card Payment Charge Processing (Screen 4) This functionality allows a charge to be automatically created for payment by card. For credit card payments, any credit card charges set up on this screen are included in the Instalment Amount (BLT.inst.amount) when printing BROOMS receipts if you have Core 14.51A/0 or later. The actual card charge can be printed by adding the BLT.Card.charge keyword. This appears next to the Card Fee in the BROOMS receipt. You will need to set the 'Disallow CPC Refund' option to "Yes" if card payment charges are to be permanent (i.e. no refunds of card charges). If set to "No", charges will be included in refund totals. Refer to the CreditLine Fee/Charge Processing page for further details. Card Payment Charge Processing Card Payment Charge Waiver Authorisation On taking a payment by Creditcard before the card details are taken, the user will be informed that a charge is being applied and given the option to waive the charge. Where the user does not have authorization to waive the 30

CreditLine charge an option to allow a manager / supervisor to override it is given. This processing will also applies to Advanced Prospect Management Pre-Authorisations. Refer to the CreditLine Fee/Charge Processing page for further details. Start Date No card charges will be generated until the Start Date is filled in and is not in the future. The charges are applied as detailed below: Annual Transactions For annual transactions (New Business, Renewal, Transferred New Business), the date the transaction is raised is compared with the Future Charge Date field. If it is raised on or after the Future Charge Date field, then the future charge amount (flat fee or percentage) will be used to process the card payment charge. If raised prior to the Future Charge Date field the current charge amount (flat fee or percentage) will be used instead to process the card payment charge. Non-Annual Transactions For non-annual transactions, such as endorsements, the effective date of the last annual transaction will be determined. The card payment charge file will be accessed, using the requested payment type and the effective date of the last annual transaction, to find the last record for which the Start Date field is less than, or equal to, the annual transaction effective date. If no record is found, the card payment charge will be zero. Otherwise, the current card payment charge rate and card payment charge type will be used to process the card payment charge. Payment Method Displays the payment method number. Card Type Displays the card type. 31

CreditLine Guide Description Displays the description of the card. Charge Code Enter the charge coded from 0-99. Press F1 or the button to display a drop down list of the available charge codes, as shown below: Amt / % Enter one of the following: "Blank" - the value of the Amt / % is taken as a flat amount and used as the card payment charge. "%" - the Amt / % rate is taken as a percentage rate and the card payment charge will be calculated from the transaction amount and this rate. 32

CreditLine Current Charge Amt/% Enter the current charge amount. This will be a flat fee or percentage rate depending on the Amt / % field. This allows the setup of charges for specified card types. Future Charge Date Select a future date from the calendar for when any changes to charges should come in to effect. The charges are applied as detailed below: Annual Transactions For annual transactions (New Business, Renewal, Transferred New Business), the date the transaction is raised is compared with the Future Charge Date field. If it is raised on or after the Future Charge Date field, then the future charge amount (flat fee or percentage) will be used to process the card payment charge. If raised prior to the Future Charge Date field the current charge amount (flat fee or percentage) will be used instead to process the card payment charge. Non-Annual Transactions For non-annual transactions, such as endorsements, the effective date of the last annual transaction will be determined. The card payment charge file will be accessed, using the requested payment type and the effective date of the last annual transaction, to find the last record for which the Start Date field is less than, or equal to, the annual transaction effective date. If no record is found, the card payment charge will be zero. Otherwise, the current card payment charge rate and card payment charge type will be used to process the card payment charge. Future Amt / % Enter one of the following: "Blank" - the value of the Future Charge Amt/% rate is taken as a flat amount and used as the card payment charge. "%" - the Future Charge Amt/% rate is taken as a percentage rate and the card payment charge will be calculated from the transaction amount and this rate. 33

CreditLine Guide Future Charge Amt/% Enter the future charge amount to be used. This will be a flat fee or percentage rate depending on the Future Amt / % field. When you have completed this screen press the OK button (RETURN) to update the system. Press the button (F10) to return to the SecureHostings Settings screen 3. If you have additional screens configured, such as Card Payment Charge Processing and Card refund Authority Matrix, press the button (F11) to move to these otherwise you will be notified that there are no more screens. (CreditLine Guide) Open GI Limited Using Card Security Code Processing Controls (not UPG) Prefixes are not used for UPG. The Card Security code processing control can be set up in three places, as detailed below: on the individual card prefix records - 'Card Prefix Maintenance option on the card types in the 'Broker Control Information option globally - using the 'Card Prefix CSC Default' option When a payment is accepted via CreditLine, the setting for the card prefix is checked first. If this contains a value, then this is applied and the other settings are ignored. If the card prefix setting is blank, the setting for the card type is checked. If this contains a value, then this is applied and the global setting is ignored. If the card type setting is blank, the global setting is checked. If this contains a value, then this is applied. If all the settings are blank, then it is assumed that no Card Security code check is required (this is how the system worked before the Card Security code check was introduced). Using The Global Setting The global setting (Card Prefix CSC Default) is used where the entries for the card type and for the individual card prefix have been left blank. The Card Type settings allows a range of Credit cards to be treated in a specific fashion for example you may wish Card Security code processing to be compulsory for all card types except VISA for which it would be optional. In this case the global setting would be Mandatory, and the setting alongside VISA would be Yes. The individual card prefix setting can be used to set the Card Security code processing option for a single range of Credit Cards. This setting is found in 'Card Prefix Maintenance' option in CreditLine Maintenance, as shown below: 34

CreditLine For example, you may wish Card Security code processing to be compulsory for all card types except MasterCard for which it would be optional for all except cards beginning 5301, and for these Card Security code processing might not be required at all. In this case the global setting would be Mandatory, the setting alongside Mastercard would be Yes, and the setting for Card prefix 5301 would be No. (CreditLine Guide) Open GI Limited Card Prefix Maintenance (Solve/Se and SecureHosting only) The system allows you to validate card prefixes by setting up card validation records. The card validations are used to prevent payments being made using incorrect payment methods, for example VISA payments being made using the payment method for MASTERCARD. The first four characters of a card number identify the type of card, i.e. VISA, American Express etc. The system automatically creates a prefix validation record when a card is first used with the correct payment method. Subsequent use of a card type is always validated against this record. As it is possible for incorrect validation records to be created, the system allows you to amend the prefix validation records. To create prefix validation records or amend an existing one select the Card Prefix Maintenance option from the CreditLine Maintenance menu. To create a new prefix press the Add button (ESC 1). Complete the following items: 35

CreditLine Guide Credit Card Prefix Enter the first four numbers of the credit card. Credit Card Type Select the name of the card type from the drop down-list. On some occasions, a 4-digit prefix may be in use by two differing credit card types For example, Cards commencing with 4903 will normally be VISA cards, unless the first 6 digits happen to be 490303 in which case it will be a MAESTRO card. To allow for these card ranges, remove the card type in the Credit Card Type field and leave the field empty. CreditLine will then not validate the card type for this prefix. Send 2 Character Issue No. Select "Yes" or "No". CSC Authorisation Select "Yes", "No" or "Mandatory". When payment by card is selected: Card Prefix Maintenance will be checked and if the card prefix entered is set for Mandatory CSC (Card Security Code) entry, the user will be required to enter the CSC number If not, Broker Control Information will be checked and if the card type is set for mandatory CSC entry, the user will be required to enter a CSC number. If neither is set to Mandatory, the CSC number can be left blank. When CSC (Card Security Code) entry is set as Mandatory: If no CSC number is entered, the following message will be displayed: The CSC number is normally mandatory. Do you wish to override? No user is returned to the CSC prompt Yes user is checked for the required authorisation code The required CSC override authorisation code 36

CreditLine will be established from the Mandatory CSC override auth code field in Broker Control Information. If this field is blank, all users will have authorisation to override the CSC number. If the user has the required authorisation code, the processing will bypass the check for CSC Number. If the user does not have the required authorisation, the following message will be displayed: You do not have authorisation for this action. A manager/supervisor override is required. A prompt will then be displayed requesting the user id and password of an override user. The entered user id will then be tested for the appropriate authorisation code: If the entered user has the required authorisation code, processing will continue allowing the CSC to be left blank If the entered user does not have the required authorisation code, the following message is displayed: You are not authorised for this action. The user will then be returned to the CSC number prompt. To amend existing details press the Update button (F2). When you have completed these details, press the OK button (RETURN). The system will save the details. Alternatively, to delete an existing prefix press the Delete button (ESC 2). The system displays a confirmation message: Delete this record - are you sure (Y/N)? Click Yes to complete the deletion. You can scroll though the existing prefix records using the arrows (F5 and F6 keys). You can print any selected record by pressing the Print button (F7). (CreditLine Guide) Open GI Limited 37

CreditLine Guide Engineering Link Test Solve/SE Processing The Engineering Link Test allows you to test the communications link with the Solve/SE authorisation software. An example screen is shown below: If the test is successful, the system displays the following message: Connection Established - Line Test Successful If the test fails, the following message will be displayed: Connection Failed - Line Test Failed Other messages may also be displayed to indicate the reason for the failure. SecureHosting Processing and Open GI/UPG If the On-Line process type field is set to SecureHosting or "Open GI/UPG", the 'Engineering Link Test' option now sends test messages to SecureHosting. The Engineering link test for Open GI/UPG will be the same as for SecureHosting. This should be run after amending CreditLine Amendment. A successful test will result in the following display: Sending test message to SecureHosting... Connection Established - Line Test Successful If the connection is unsuccessful, an error message may be returned. The Timeout field in the SecureHosting Settings page controls how long Creditline takes to attempt to communicate with SecureHosting. If no connection is made within the timeout period, a connection error will occur. Please Contact Open GI if any error persists. 38

CreditLine Press RETURN and the next screen gives further diagnostic information on the error, which can be useful to Open GI. Credit Card Number Input in Test Mode (Solve/SE or SecureHosting) You can set your system to run in test mode in the Card Security Settings screen. Where card numbers have been input or selected, if the Branch is running in test mode, any card number other than those listed below will be rejected with the message: Branch is running in Test Mode card number invalid for Test Press RETURN to continue If the testing is taking place using background processes (via calculations for example) no message will appear on-screen. The message will pass via the field YCT.CL.Disp.mess for use in the calculations. Valid Card Numbers for Test Mode Card Number commencing Response Explanation 1111 1111 1111 1111 Details incorrect Card details entered are not valid 2222 2222 2222 2222 Payment Authorised Payment has been authorised 3333 3333 3333 3333 Voice Referral Required Operator needs to obtain an authorisation code manually 4444 4444 4444 4444 Authorisation Failed (Declined) Payment declined 5555 5555 5555 5555 Authorisation abandoned Payment has been abandoned by Operator 6666 6666 6666 6666 Authorised Unpaid Payment has been preauthorised In test mode, any start dates, expiry dates, issue numbers and CV2 numbers can be entered. Any checks of these will be bypassed. Any tests on Card Number formats will also be bypassed. CreditLine Processing When in Test Mode, card and payment details will not be submitted via the chosen carrier (Solve/SE or SecureHosting). Instead CreditLine software will check which of the Test card numbers has been chosen and return a response appropriate to the Card Number as though it has come from the chosen carrier. 39

CreditLine Guide 3: Converting To Open GI/UPG Mode (CreditLine Plus) 3: Converting To Open GI/UPG Mode (CreditLine Plus) Convert To Open GI/UPG Mode (CreditLine Plus) The following procedure details step by step how to convert from CreditLine to Open GI/UPG mode (Creditline Plus) and enable Open Explorer in the Open Products Settings utility: 1. From the CreditLine menu, select the 'Creditline Maintenance' option. 2. Select the 'Broker Control Information' option. 3. Press the button (F11) to page forward to the Card Security Settings page. 4. Press F2 to update and amend the 'Discard card details so not available for subsequent use' option to "Yes" and press the OK button (RETURN). 5. Click the Yes button. 6. Press the button (F10) to return to the main page. 7. Press the (F2) to update, amend and insert values as required. 8. Amend the On-Line process type to "OpenGi/UPG". (definitions of the relevant fields can be found here) and press the OK button (RETURN). The following is displayed: 9. Click the Yes button to continue and remove card numbers from the CreditLine Audit History. The tokens in the history are retained to allow refunds. 40

CreditLine The time taken for the program that then runs depends on the number of policies/clients held on the branch and can easily take over an hour if the volume is large. You will be able to monitor progress, as the current policy/risk record being processed can be seen on the screen and the program accesses them alphabetically. 10. Click the OK button (RETURN). 11. Once the program has completed, press the button (F11) twice to move to the SecureHosting Settings page. 12. Complete one of the following: If there are no existing settings held on this page, simply insert your Creditline account details into the SHReference, Checkcode and Password fields, create a Subuser name** and Sub-user Password** (these details MUST also be mirrored on the Client Management site under the Settings/Sub-User Logins section). Insert the Server URL, UPG URL, UPG File New, UPG File Add, UPG Store card tokens values as detailed below and press the OK button (RETURN) to save. You will need to set the 'Disallow CPC Refund' option to "Yes" if card payment charges are to be permanent (i.e. no refunds of card charges). If set to "No", charges will be included in refund totals. Continue the process from step 17. If there are existing settings held on this page, then all the existing values will need to be amended. You will need to insert your Creditline account details into the SHReference, Checkcode and Password fields, create a Sub-user name** and Subuser Password** (these details MUST also be mirrored on the Client Management site under the Settings/Sub-User Logins section). Insert the Server URL, UPG URL, UPG File New, UPG File Add, UPG Store card tokens values as detailed below. You will need to set the 'Disallow CPC Refund' option to "Yes" if card payment charges are to be permanent (i.e. no refunds of card charges). If set to "No", charges will be included in refund totals. To complete these changes, follow the process below from step 13: 13. Press the button (F2), set the Training Branch to Yes and press the OK button (RETURN). The following popup is displayed: 41

CreditLine Guide 14. Select the Change SHReference button from the popup box. 15. Complete updating the remaining fields as detailed in set 12. 16. Change the Training Branch back to "No" and press the OK button (RETURN). The following popup is displayed: 17. Select the Continue button from popup box. 18. The SecureHosting Settings page should then look similar to the following, subject to the information detailed in the Important Notes below: SHReference SH299999 Checkcode ******** Password ******** Sub-user name subuser1 Sub-user Password ********** Server URL UPG URL Currency Timeout 40 https://www.secure-server-hosting.com/secutran/api.php https://opengi.universalpaymentgateway.com/secutran/secuitems.php Pounds Seconds UPG:Store card tokens 13 Months UPG File New UPG File Add SH299999/secure.html SH299999/additional.html Training Branch No Proxy Server Proxy Port Proxy Username Proxy Password 42

CreditLine Important Notes Where SH299999 appears above in the example, this should be replaced with your own SHReference. Note that the URL s will always be the values shown above and the UPG filenames will always be as shown i.e. only the SH value will change in the filepath, as it must match the SHReference. ** Sub-User Name and Password are required to allow refunds up to the net total of card transactions made in the current policy term, removing previous restrictions that restricted a refund amount to the amount of the last payment made. The Sub User name and Password will only be provided if you have registered to be able to do this when setting up your account with our Commercial department. They must be recorded in the SecureHosting Settings, in the fields provided. If a sub-user is not created, any refunds that exceed the last payment taken against the transaction which they are being made will be disallowed. Enabling Open Explorer Open Explorer must be enabled for all users of Creditline Plus. This enables the special browser that the software uses to call the UPG website. After the Integrated Products have been installed/upgraded, Open Explorer must be enabled. If this has not been enabled for you, the Integrated Products CD containing the Open Explorer program also contains the Open Product Settings console. This must be accessed to switch on the Open Explorer Product for use with Creditline Plus. If you have Open Document Centre installed, please ensure that your print queue(s) are cleared before attempting to change the settings. Please contact the Support Centre if you need assistance with this. 1. Insert the CD into your CD drive on the PC and navigate to the folder named Release. Double click to access this folder. 2. Select the OpenProductSettings.exe icon and double click to open the Open Product Settings console. 3. Click on the Open Explorer tab and tick the option 'Apply to ALL branches', then click on the Finish button to accept the change. 43

CreditLine Guide 4. On the next screen that appears click on Done to save your changes. (CreditLine Guide) Open GI Limited Locate Bookmark 44

CreditLine 4: Processing Credit Card Payments 4: Processing Credit Card Payments CreditLine only comes into operation when you attempt to pre-authorise or accept a payment using one of the credit cards, or when you are setting up a credit plan for a client who wishes to use a credit card to pay the initial deposit. When CreditLine is invoked the system determines whether authorisation is required, accepts the input of the card details, validates those details, and determines whether there are sufficient funds available to authorise the payment. The terminal connected to the system has a preset limit on the amount that can be accepted without any authorisation, often referred to as the floor limit. If the payment requested is below this limit then authorisation is given without the terminal dialling up the credit card company (host). If the payment requested is above the limit the payment terminal requires authorisation from the host. This authorisation may be sent directly by the host or require voice referral. If payment is authorised by the host then funds to the value of the payment are locked. The transfer of funds is not confirmed until the bank collects the data from the terminal during the night. In certain instances you are required to enter a password in order to authorise a payment or override CreditLine. This chapter describes how to process payments using CreditLine functions which work with client accounts using the Accounts menu. You can only access this menu from a client s policy level. Refer to the chapter Client/Policy Details in the Core Back-Office Guide (Part 1) for details of how to create a client account and policy details. The Accounts menu provides you with facilities to perform all the operations listed below: Enter new policy transactions. Amend or delete existing transactions. Create credit plans for instalment payments. Lapse a policy. Settle a policy with the insurer. Confirm the receipt of papers for a policy. Process co-insurance policies. Request invoices or credit notes Create an accounts letter. As detailed in the chapter Client/Policy Details in the Core Back-Office Guide (Part 1), clients can be placed into one of the following two groups: Account/credit - an account credit client is sent an invoice and/or statement. Personal/cash - a cash client is invited to renew a policy when the term expires. The system allows you to deal with both types of clients. When you process account entries they are fully reported in the Cashbook and Journal daybook, providing a complete audit trail. The insurer s ledgers are automatically updated when client entries are made, this eliminates the need to make separate entries. 45

CreditLine Guide Credit Card Pre-Authorisations Credit Card Pre-Authorisations (CreditLine - Advanced Prospect Management) This process provides a means of ensuring that funds will be available when the prospect is confirmed as live. The credit card is pre-authorised in Advanced Prospect Management in conjunction with the CreditLine software. For CreditLine Plus Pre-Authorisations, please refer to the Credit Card Pre-Authorisations (CreditLine Plus) page. The general process is as follows: 1. From Client/Policy Details access Advanced Prospect Management via the Prospect button (ESC F). 2. Perform a quotation in Advanced Prospect Management. 3. On a quoted scheme, select the 'Save to APM' option. 4. On the Negotiation (NEGX) frame, enter details in the following credit card fields: Amount to Collect Enter the amount to authorise for credit card payment. A default value can be set by frame calculations. Payment Type This requires an input and has the same values as the transaction payment type (e.g. 1-9 = credit card). For authorisation this will have to be set to a valid credit card payment type. 5. From the Advanced Prospect Management Policy screen select the 'CreditLine' option from the Links menu (ESC C). This will call the CreditLine interface and you will be required to capture the credit card details: This screenshot is for Solve SE/SecureHosting. For CreditLine Plus Pre-Authorisations, please refer to the Credit Card Pre-Authorisations (CreditLine Plus) page. If the client had previously supplied credit card details, CreditLine will automatically display them and allow selection unless the 'Discard Card Details so not available for subsequent use' option is set to Yes. This will perform an authorisation and reserve the funds. 46

CreditLine If a failure occurs an error message will be displayed and you can either continue or retry by pressing ESC C. 6. When the client accepts the quote, the Save to Brooms option will have to be executed via ESC G (Transfer to BROOMS) or ESC 5 (Complete Policy). You will then be placed in the Core Back-Office Accept a Payment processing with the default payment values (dependent on your settings for the Force Payment Processing Required field in Advanced Prospect Control). On the acceptance of these details you will be given the option to confirm the preauthorisation, as shown below: With pre-authorisation for SecureHosting, the funds are reserved on the card for up 28 days depending on the Card Service Provider. For Solve/SE, this is up to 10 days depending on the Card Service Provider. If the transaction is not authorised in this time the funds will automatically be put back on the card, there is no need for a refund. If a pre-authorisation is done, but the client declines the quote then the authorisation can be cancelled by pressing ESC C. It will ask for confirmation to cancel the authorisation. The credit card authorisation details will also be stored on the Advanced Prospect Management policy screen. If Payment is taken after the authorisation has expired then CreditLine will process as though a new payment request has been actioned and a new authorisation code will be generated. (CreditLine Guide) Open GI Limited Credit Card Pre-Authorisations (CreditLine Plus) This assumes you are set to UPG mode. This process provides a means of ensuring that funds will be available when the prospect is confirmed as live. The credit card is pre-authorised in Advanced Prospect Management in conjunction with the CreditLine Plus software. For standard CreditLine Pre-Authorisations, please refer to the Credit Card Pre-Authorisations (CreditLine) page. The general process is as follows: 1. From Client/Policy Details access Advanced Prospect Management via the Prospect button (ESC F). 2. Perform a quotation in Advanced Prospect Management. 3. On a quoted scheme, select the 'Save to APM' option. 4. On the Negotiation (NEGX) frame, enter details in the following credit card fields: 47

CreditLine Guide Amount to Collect Enter the amount to authorise for credit card payment. A default value can be set by frame calculations. Payment Type This requires an input and has the same values as the transaction payment type (e.g. 1-9 = credit card). For authorisation this will have to be set to a valid credit card payment type. 5. From the Advanced Prospect Management Policy screen select the 'CreditLine' option from the Links menu (ESC C). This will call the CreditLine Plus interface and you will be required to capture the credit card and address details: This screenshot is CreditlIne Plus processing. For Solve SE/SecureHosting Pre- Authorisations, please refer to the Credit Card Pre-Authorisations (CreditLine) page. If the client has previously supplied credit card and address details, CreditLine Plus will automatically display them and allow selection. 48

CreditLine Credit card and address details can be amended if required and will be saved into the backoffice via AVS (Address Verification System). This will perform an authorisation and reserve the funds. If a failure occurs an error message will be displayed and you can either continue or retry by pressing ESC C. 6. When the client accepts the quote, the Save to Brooms option will have to be executed via ESC G (Transfer to BROOMS) or ESC 5 (Complete Policy). You will then be placed in the Core Back-Office Accept a Payment processing with the default payment values (dependent on your settings for the Force Payment Processing Required field in Advanced Prospect Control). On the acceptance of these details you will be given the option to confirm the preauthorisation: 49

CreditLine Guide The following message is displayed, showing the authorisation code: 7. Click the OK button (RETURN) to continue. With pre-authorisation for UPG, the funds are reserved on the card for up 28 days depending on the Card Service Provider. If the transaction is not authorised in this time the funds will automatically be put back on the card, there is no need for a refund. If a pre-authorisation is done, but the client declines the quote then the authorisation can be cancelled by pressing ESC C. It will ask for confirmation to cancel the authorisation. The credit card authorisation details will also be stored on the Advanced Prospect Management policy screen. If Payment is taken after the authorisation has expired then CreditLine Plus will process as though a new payment request has been actioned and a new authorisation code will be generated. (CreditLine Guide) Open GI Limited Accepting Payments Via The Accounts Menu The procedure to accept payments by credit card is similar to normal cheque or cash. You must access the Accounts menu from within the selected policy record. All functions relating to the management of client accounts and related transactions are provided in the Accounts menu. This menu is only available once you have selected a particular policy. To access the Accounts menu use the following procedure: 1. Select the Client Records and Accounts menu. 2. Select the Client/Policy Details option, and then press RETURN. The system prompts you to enter a client account reference: Client/Policy ref 3. Enter the client reference that you want to work with, and then press RETURN. Alternatively you can enter the client reference together with the policy reference, if you know which of the customer s policies you want to work with, for example: Client/Policy ref. HAAS01PC01 If you use this method then the system goes directly to the Policy Details screen. You can create a new client account at this point. Refer to the Client/Policy Details chapter of the Core Back-Office User Guide (Part 1), for details of how to create a client account. 4. If you only entered the client reference the system displays the general client details. 50

CreditLine 5. The Client Ref. field displays the client reference, for example: Client Ref. HAASO1 Below the client details, the system displays any existing policies not terminated. 6. To work with an existing policy you must append the policy reference, for example: Client Ref. HAASO1PC01 7. When you have entered the required policy, press RETURN. Alternatively, if you are creating a new policy then press ESC 2. The system displays the Policy Details screen. When you have completed the policy details press RETURN. Refer to the Client/Policy Details chapter of the Core Back-Office User Guide (Part 1) for details of how to create a new policy. 8. When you have selected an existing policy or created a new policy the system displays the selected policy details. For an existing policy the system displays any existing transactions at the bottom of the screen. Alternatively, if you have selected an existing policy you can amend the policy details by pressing F2. When you have completed any amendments to the policy details press RETURN. 9. You can now access the Accounts menu using either of the following methods: Press the Transactions button (ESC Q) - the system returns you to the selected policy details when you have completed working with a single Accounts menu option. Press ESC W - the system returns you to the Accounts menu. This allows you to select another option for the currently selected client policy. Whichever option you select the system displays the Accounts menu. This menu contains the following options: 51

CreditLine Guide Accept a Payment Allows you to accept payments or refunds for specific transactions. Create a Transaction Allows you to create a new transaction for the selected policy. Enquire/Amend a Transaction Allows you to examine, amend and print an existing transaction for the selected policy. Delete a Transaction Allows you to delete a transaction within the selected policy. Create a Credit Plan Allows you to set up policy payments that are paid by instalments. Lapse/Transfer a Policy Allows you lapse an existing policy and transfer the details to a new policy. 52

CreditLine Stop Automatic Letter Allows you to override the printing of any automatic letters related to the selected transaction. Settle to Insurer Allows you to settle payments to individual insurers. Confirm Papers Received Allows you to confirm the receipt of papers from the insurance company related to the selected transaction. Create a Letter Allows you to create individual letters quoting account details. Request an Invoice/Credit Allows you to request an invoice or credit note. Amend Coinsurance Details Allows you to amend details of co-insurance transactions. Write Off Remaining Debt Use this option to write off remaining debts. This creates a charge transaction and pays it off against an existing transaction which has an amount to be written off. Refer to the Writing Off Remaining Debt page in the Core Back-Office Part 2 guide. Premium Finance Options Refer to the Change Of Details And Finance Cancellation (Premium Finance Options) page in the Premium Finance guide. Policy Not Taken Up Refer to the Policy Not Taken Up page in the Core Back-Office Part 2 guide. If you use ESC W to access the Accounts menu, then when you have finished with any of these options press F3 to return to the Policy Details screen. Press ESC ESC to return to the client policy selection prompt. If you use ESC Q, then the system returns you to the Policy Details screen automatically. Refer to the Client Accounts chapter of the Core Back-Office User Guide (Part 2) for more details of how to use the Accounts Menu facilities. 53

CreditLine Guide Accepting Credit Card Payments From Clients The Accept a Payment option allows you to enter single credit card payments for a specified policy. This is the method normally preferred for cash/personal clients, and allows you to record complete or part payments for a selected transaction within a client s policy. The system maintains a separate page on the Cashbook, listing the payments made for a policy. Refer to the Client Account Procedures chapter of the Core Back-Office User Guide (Part 2) for details of how to deal with legal expenses. Refer to the Invoice Clients chapter of the Core Back-Office User Guide (Part 2), for details of how to use the Client Cash Entry option. Where the client requires payments to be made by instalments you must set up a credit plan with the first payment received as the deposit. Subsequent instalment payments are made using the Accept a Payment option. (CreditLine Guide) Open GI Limited CreditLine Fee/Charge Processing Setting Up Credit Card Charges You can set the credit card charges via the Card Payment Charge Processing (Screen 4) screen in CreditLine Maintenance. Here you can enter charges for specified card types and allow for changes of charge to come in to effect at a stated future charge date. No card charges will be generated until the Start Date field is filled in and is not in the future. These charges will apply to the payment by card of all transaction types including payment of charges. This charge will not affect the processing of other linked charges. The CreditLine Fee/Charge Process On taking a payment by credit card before the card details are taken, the process is as detailed below: This processing will also applies to Advanced Prospect Management Pre-Authorisations. 1. Accept a payment as defined in the Accepting Payments In The Core Back-Office chapter of the Core Back-Office Part 2 guide. 2. You will be informed of any card payment charge that is being applied: 54

CreditLine 3. Click the Abandon button to exit the process or you can click the Continue button to be offered the chance to waive the Card Payment Charge: 4. Click on one of the following buttons: Click the No button to apply the Card Payment Charge. Refer to the section To Apply The Card Payment Charge detailed below. Click the Yes button to waive the Card Payment Charge. Refer to the section To Waive The Card Payment Charge detailed below. If a user does not have authorization to waive the charge an option to allow a manager / supervisor to override it will be given. To Apply The Card Payment Charge Click the No button to apply the charge: On successful acceptance of the payment, a paid stand-alone charge transaction will be created with a charge code (if you have set these up), as determined in the Card Payment Charge Processing (Screen 4) in CreditLine Maintenance. Any credit card charges set up on the Card Payment Charge Processing (Screen 4) are included in the Instalment Amount (BLT.inst.amount) when printing BROOMS receipts if you have Core 14.51A/0 or later. The actual card charge can be printed by adding the BLT.Card.charge keyword. This appears next to the Card Fee in the BROOMS receipt. These charges are shown below in the Transactions Summary: 55

CreditLine Guide This example shows a Card Payment Charge of 2.00. The Fees Received Summary report can be used to view the charge codes, as shown in the example below: Here there are two lines of charges: Analysis Code 1 for New Business Charge Analysis Code 20 for the Credit Card Charge Refer to the Fees Received Summary report in the Core Back-Office Guide Part 2 for further information. To Waive The Card Payment Charge 1. Once the Yes button as been pressed, the following is displayed: 2. Click the OK button to continue: 56

CreditLine Allowing A Manager / Supervisor To Waive The Card Payment Charge If a user does not have authorization to waive the charge (set in the Card Payment Charge Processing (Screen 4) screen), an option to allow a manager / supervisor to override it will be given. Follow the process below: 1. You will be informed that a manager/supervisor is require to override this action: 2. Click the Abandon button to exit the process or select the Continue button to request manager / supervisor authorisation: 3. A manager / supervisor will need to enter their details as shown below: System UserID Enter up to 37 characters. Password Enter up to 16 characters. 57

CreditLine Guide 4. Click the OK button (RETURN) to confirm the manager / supervisor details and apply the Card Payment Charge. (CreditLine Guide) Open GI Limited Credit Card Payments in CreditLine Plus AVS (Address Verification System) With Open GI/UPG When a payment is taken using CreditLine Plus, address details are passed from the back-office into UPG for verification using AVS (Address Verification System). AVS will check that the billing address and postcode of a customer matches the address stored by the UK card issuer's records. This is supported by Visa and Mastercard and helps to reduce fraudulent transactions taken online. The latest version of Open Explorer (found on Integration Products 4.2.0 onwards) also allows the address and card holder details to be changed directly from the UPG page and saved back into the back-office in the 'Maintain Credit Card Details' option. The policy holder s address details will be passed through to UPG and displayed within the browser, where they can be overtyped if required. Any amended details are then saved in the back-office. For previous versions of Open Explorer, this data was not passed into the back-office automatically. In this instance, details had to be amended manually by pressing ESC S from the Policy screen and selecting the 'Maintain Credit Card Details' option. Please note that the UPG pages themselves have no indication which Open Explorer version they are being accessed from. If you change any details and they are not reflected in the back-office, then you are not on the required Open Explorer version. Refer to the following chapter Additional CreditLine Features for details of how to amend existing credit card details. Maintain Credit Card Details This option is accessed from a Policy screen by pressing ESC S or by selecting the 'CreditLine' option from the Links menu. The system displays the additional CreditLine menu: Select the 'Maintain Credit Card Details' option You can only amend the Expiry Date and address fields, as shown in the example below: 58

CreditLine When you have completed the amendments, press the OK button (RETURN). Note that any changes you make here will also be reflected in the requested UPG Secure Payment Form. (CreditLine Guide) Open GI Limited Accepting A Payment (CreditLine Plus) Accepting Complete Or Part Payments With a New Card (CreditLine Plus) This assumes you are set to UPG mode. No card details will be handled in the Back-Office when using CreditLine Plus. To accept a complete or part credit card payment for a selected transaction with a new card, use the following procedure when using CreditLine Plus: 1. Select the Accept a Payment option from the Accounts menu. The system displays the Accept A Payment screen. 2. To enter a payment, select a transaction and then complete the following fields where applicable: 59

CreditLine Guide Amount Received This allows you to enter the payment amount received (including the charge, if applicable). Payment Method This allows you to enter the method of payment, the codes for the accepted methods are shown on the right of the screen and are as follows: C - Cheque M - Money/Cash B - Bank/Credit, direct debit or standing order to the Broker D - Paid direct, premium paid direct to the insurer by the client J - Journal, allows credit from other payments made, to be allocated against the selected transaction. 1-9 - User defined credit card (set in CreditLine Maintenance) O - Bank - Other Settle Charge? This allows you to accept part of the payment against any linked charge as paid. The system allocates the balance of the unpaid part of the charge from the recorded payment, the balance of the payment is then allocated against the selected transaction. To pay the linked charge enter Yes, otherwise leave the field blank if no linked charge is applicable. Reference This allows you to record a reference against the payment made, for example, a receipt number, cheque number or initials of the person handling the receipt. 60

CreditLine The reference is recorded in the Cashbook. Contra? This allows you to enter contra payments to correct errors. 3. In the Payment Method field enter a number corresponding to the type of credit card that you are accepting and press the OK button (RETURN). The system activates CreditLine Plus and displays the CreditLine Plus Secure Payment Form window, if no existing card details are held: CreditLine Plus users who have a licence for Open Call Management can configure this to remind them to manually pause the call recording when Open Explorer launches, so credit card details are not recorded. The fields contain the card and cardholder address details held on the system. Check with the customer that these details are still valid. Card Holder Details 61

CreditLine Guide Name Enter the card holder s name if different from the account name. The system automatically inserts the client s account name in this field. This can be amended and will be saved into the back-office via AVS (Address Verification System). This field is mandatory. Address line 1 If present, this is pulled form the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). Address line 2 If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). Town/City If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). County/State If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). Postcode/ZIP code If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). Card type Displays "Visa", "MasterCard" or "Maestro". The textual description of the Payment Method is passed to UPG with the Open Explorer payment request. This text will be displayed and stored against the card as the Card Type. UPG will continue to return the Card Type based on the Card Number which may be different from the requested Payment Method. Both sent and received Card Type will be held against the CreditLine History for reports and matching to UPG transactions. Please note that Open GI/UPG mode (unlike Solve/Se and SecureHosting) does not check that these card types tie in with the prefixes, Therefore, if you select a payment method of VISA and then try and enter a card number with an non-visa prefix, this does not get detected and a warning displayed. Card number Enter the card number, do not enter the spaces, e.g. 522412345678414. This field is mandatory. This can be added and will be saved into the backoffice via AVS (Address Verification System). 62

CreditLine CV2 number Enter the CV2 number. This if for CV2 verification (the three digit number at the back of the card). Without the CV2 number, the transaction is non-secure. This field is mandatory. This can be added and will be saved into the backoffice via AVS (Address Verification System). Start date Enter the card start date. Expiry date Enter the card expiry date. This field is mandatory. Issue No. Enter the issue number if present on the card. This number is required for certain cards in order to obtain authorisation. 4. When you have completed all the necessary fields, press the Complete Payment button. The system validates your entries and transmits the payment request. Once the request has been sent, if the payment is authorised, the following is displayed: 5. The system will automatically clear the window and return you to the Policy screen. 63

CreditLine Guide 6. The system records your entry. The accepted payment is listed against the selected transaction at the bottom of the screen. 7. To select another client press the Start Screen button (ESC ESC), you can now enter another client/policy reference. To return to the selected client s Policy Details screen, press F3 if you used ESC W to access it. It is possible that one of the following messages will be returned without authorising the payment, as shown in the example below : Payment Cancelled Card Expired CV2 declined Card Number to Short Card Number to long Card Referred Card Declined (General) 64

CreditLine Accepting Complete Or Part Payments With An Existing Card (CreditLine Plus) This assumes you are set to UPG mode. To accept a complete or part credit card payment for a selected transaction with an existing card, use the following procedure: 1. Select the Accept a Payment option from the Accounts menu. The system displays the Accept A Payment screen. 2. Select a transaction to be paid, and complete the following fields where applicable: Amount Received This allows you to enter the payment amount received (including the charge, if applicable). Payment Method This allows you to enter the method of payment, the codes for the accepted methods are shown on the right of the screen and are as follows: C - Cheque M - Money/Cash B - Bank/Credit, direct debit or standing order to the Broker D - Paid direct, premium paid direct to the insurer by the client J - Journal, allows credit from other payments made, to be allocated against the selected transaction. 1-9 - User defined credit card O - Bank - Other Settle Charge? This allows you to accept part of the payment against any linked charge as paid. The system allocates the 65

CreditLine Guide balance of the unpaid part of the charge from the recorded payment, the balance of the payment is then allocated against the selected transaction. To pay the linked charge enter Yes, otherwise leave the field blank if no linked charge is applicable. Reference This allows you to record a reference against the payment made, for example, a receipt number, cheque number or initials of the person handling the receipt. The reference is recorded in the Cashbook. Contra? This allows you to enter contra payments to correct errors. 3. In the Payment Method field enter a number corresponding to the type of credit card that you are accepting and press the OK button (RETURN). The system activates CreditLine and displays the Credit Card History window if the customer has previously paid by credit card (for Open GI/UPG the card re-use list is made up using the last four digits which are returned by UPG with a successful payment), as shown below: This allows you to select the card and details from a list of all cards. If the customer has used more than one card in the past you should confirm with them which card they want to use on this occasion. If you want to override, press and 'O' to Override CreditLine. If you do not want to use a card from this list, press F3 or click the Use New Card button to be prompted for new cards details. When you have selected a card press RETURN or double click the mouse. The system displays the Secure Payment Form window: 66

CreditLine The fields contain the cardholder address details held on the system. Check with the customer that the details are still valid: Card Holder Details Name Enter the card holder s name if different from the account name. The system automatically inserts the client s account name in this field. This field is mandatory. Address line 1 If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). Address line 2 If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). Town/City If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). 67

CreditLine Guide County/State If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). Postcode/ZIP code If present, this is pulled from the client screen. This can be amended and will be saved into the back-office via AVS (Address Verification System). Card type Displays "Visa", "MasterCard" or "Maestro". Card number Displays the last 4 digits of the previously used card number. CV2 number Enter the CV2 number. This if for CV2 verification (the three digit number at the back of the card). Without the CV2 number, the transaction is non-secure. This field is mandatory. When taking additional payments using CreditLine Plus (where the first payment was made with CreditLine Plus), if Continuous Authority has been granted additional payments can be taken without contacting the customer to obtain the CSC code each time. This feature requires an additional license in addition to the CreditLine Plus license and is available using frame calculations. Start date Displays as blank. Expiry date Displays the card expiry date. Issue No. Displays the issue number if previously entered. 4. When you have completed the necessary CV2 number field, press the Complete Payment button. The system validates your entries and transmits the payment request. The following message is displayed once the request has been sent and authorised: 68

CreditLine 5. This window will automatically disappear and the system returns you to the Policy screen. 6. The system records your entry. The accepted payment is listed against the selected transaction at the bottom of the screen. 7. To select another client press the Start Screen button (ESC ESC), you can now enter another client/policy reference. To return to the selected client s Policy Details screen, press F3 if you used ESC W to access it. It is possible that one of the following messages will be returned without authorising payment: Payment Cancelled Card Expired CV2 declined Card Number to Short Card Number to long Card Referred Card Declined (General) (CreditLine Guide) Open GI Limited 69

CreditLine Guide How Card Details Are Stored Using CreditLine Plus This assumes you are set to UPG mode. Storing Tokens Against a New Card Number (CreditLine Plus) When a card is used for the first time a record is created containing the last 4 digits of the card number, together with the token received for the payment using that card, the Card Expiry Date and the date the token was received. This token can then be used to make Additional Payments without recapturing the card number in Open Explorer. If an Additional Payment made using this token is successful, UPG will return a new token which will be used to replace the previous token in CreditLine s record for the card. The date received field will also be updated with the date that the latest token was received for the Additional Payment. Card details (token and last 4 digits) are stored against the Back Office Client or Prospect. So the same 4 digit card details may be stored on two clients. These are treated separately by CreditLine and have different tokens as they are treated separately: when an Additional Payment is made, only one of these tokens will get updated. Making An Additional Payment With An Existing Card (CreditLine Plus) This section refers to any card re-use whether or not it is a first payment on a particular policy or an additional payment. Whether the full secure payment form or just the CV2 only secure payment form is displayed is based on the user s pre-use of the card against any policy. Card selection uses the current CreditLine card selection window. When a card is selected by the operator for re-use in CreditLine, the token is used by CreditLine to send a transaction to UPG: Additional Payment. The Additional Payment transaction type requires the CV2 number from the card. Without the CV2 number, the transaction is non-secure. However, as CreditLine Plus in UPG mode must not store or even request the CV2 number in the Back-Office, the CV2 has to be captured again by Open Explorer displaying an Additional Payments form.. Additional payments will also include the Card Expiry Date last 4 digits of the card number. These fields will be included in the result web page from UPG, whether the payment succeeds or fails. (CreditLine Guide) Open GI Limited Reverting Back To SecureHosting This functionality is also for CreditLine Plus when not configured as UPG. Brokers with or without a CreditLine Plus licence will be able to continue to use SecureHosting, or revert back to SecureHosting from "Open GI/UPG, if required. However, the handling of Card Numbers will cause the system not to be PCI Compliant (Payment Card Industry). Cards will have to be typed in if reverting back to SecureHosting since Card Numbers will have been lost, and replaced by tokens. If after reverting back to SecureHosting, the broker wants to set the CreditLine Maintenance option Discard card details so not available for subsequent use to No, then the list of card details that are displayed will exclude any records that contain UPG tokens instead of Card Numbers. This will affect the existing SecureHosting processing, but this should make no visible difference to the user if no tokens have yet been stored against the last four digits of card numbers. 70

CreditLine Credit Card Payments in CreditLine Accepting Complete Or Part Payments With a New Card (CreditLine) To accept a complete or part credit card payment for a selected transaction with a new card, use the following procedure: 1. Select the Accept a Payment option from the Accounts menu. The system displays the Accept A Payment screen. 2. To enter a payment, select a transaction and then complete the following fields where applicable: Amount Received This allows you to enter the payment amount received (including the charge, if applicable). Payment Method This allows you to enter the method of payment, the codes for the accepted methods are shown on the right of the screen and are as follows: C - Cheque M - Money/Cash B - Bank/Credit, direct debit or standing order to the Broker D - Paid direct, premium paid direct to the insurer by the client J - Journal, allows credit from other payments made, to be allocated against the selected transaction. 1-9 - User defined credit card O - Bank - Other 71

CreditLine Guide Settle Charge? This allows you to accept part of the payment against any linked charge as paid. The system allocates the balance of the unpaid part of the charge from the recorded payment, the balance of the payment is then allocated against the selected transaction. To pay the linked charge enter Yes, otherwise leave the field blank if no linked charge is applicable. Reference This allows you to record a reference against the payment made, for example, a receipt number, cheque number or initials of the person handling the receipt. The reference is recorded in the Cashbook. Contra? This allows you to enter contra payments to correct errors. 3. In the Payment Method field enter a number corresponding to the type of credit card that you are accepting and press the OK button (RETURN). The system activates CreditLine and displays the following window, if no existing cards are held: If existing cards exist, refer to the Accepting Complete Or Part Payments With An Existing Card page. Refer to the following chapter Additional CreditLine Features for details of how to amend existing credit card details The details will not be saved if the Discard card details so not available for subsequent use field is set to "Yes" in the Card Security Settings. Card Holder Enter the card holder s name if different from the account name. The system automatically inserts the client s account name in this field. 72

CreditLine Card number Enter the card number, do not enter the spaces, e.g. 522412345678414. In Solve/Se and SecureHosting mode, the card types set in Maintaining Broker Control Details tie in with the prefixes, so that if you select a payment method of VISA and then try and enter a number with an non-visa prefix, this gets detected and errors as these are used to generate the reports. Expiry date Enter the card expiry date in the format MM/YY. Issue date Enter the date the card was issued in the format MM/YY. This is only required to obtain authorisation for some credit cards. Issue No. Enter the issue number if present on the card. This number is required for certain cards in order to obtain authorisation. CSC Number (Card Security Code) The CSC Number field within CreditLine can be made mandatory. In cases where the CSC (Card Security Code) number is not available, only those with the sufficient authority set in the Mandatory CSC override auth code field can process card payments without the CSC value. 4. When you have completed all the necessary fields, press the OK button (RETURN). The system validates your entries and transmits the payment request. A message at the bottom of the screen indicates the status of the link with the terminal. 5. Once the request has been sent, the system indicates that it is awaiting a reply from the terminal. If the payment is authorised by the terminal the CreditLine window is updated. At the bottom of the screen the system displays the following message: Authorisation completed 6. To continue the procedure press RETURN or click the OK button. The system clears the CreditLine window and returns you to the menu or Policy screen. 7. The system records your entry. The accepted payment is listed against the selected transaction at the bottom of the screen. 8. To select another client press ESC ESC, you can now enter another client/policy reference. To return to the selected client s Policy Details screen, press F3 if you used ESC W to access it. 73

CreditLine Guide It is possible that the terminal may return one of the following messages without authorising payment: Payment declined - the host declines authorisation of the payment. Payment abandoned - the system has failed while trying to obtain authorisation. This may indicate a failure within the terminal or the link with the host company. Missing/bad fields - the card issuer requires more information than has been supplied (i.e. the card issue date and/or issue number), or the data supplied may be invalid (e.g. incorrect card number). Voice referral required - you need to contact the credit card company to obtain an authorisation code. For SecureHosting this will have to be performed manually. (CreditLine Guide) Open GI Limited Accepting Complete Or Part Payments With An Existing Card (CreditLine) To accept a complete or part credit card payment for a selected transaction using an existing card, use the following procedure: 1. Select the Accept a Payment option from the Accounts menu. The system displays the Accept A Payment screen. 2. To enter a payment complete the following fields where applicable: Transaction number This allows you to enter the number of the transaction to be paid If a transaction has a linked charge enter the number of the main transaction, not the charge transaction. Amount Received This allows you to enter the payment amount received (including the charge, if applicable). Payment Method This allows you to enter the method of payment, the codes for the accepted methods are shown on the right of the screen and are as follows: C - Cheque M - Money/Cash B - Bank/Credit, direct debit or standing order to the Broker D - Paid direct, premium paid direct to the insurer by the client J - Journal, allows credit from other payments made, to be allocated against the selected transaction. 1-9 - User defined credit card 74

CreditLine O - Bank - Other Settle Charge? This allows you to accept part of the payment against any linked charge as paid. The system allocates the balance of the unpaid part of the charge from the recorded payment, the balance of the payment is then allocated against the selected transaction. To pay the linked charge enter Yes, otherwise leave the field blank if no linked charge is applicable. Reference This allows you to record a reference against the payment made, for example, a receipt number, cheque number or initials of the person handling the receipt. The reference is recorded in the Cashbook. Contra? This allows you to enter contra payments to correct errors. 3. In the Payment Method field enter a number corresponding to the type of credit card that you are accepting and press the OK button (RETURN). The system activates CreditLine and displays the Credit Card History window if the customer has previously paid by credit card, as shown below: This allows you to select the card and details from a list of all cards. If the customer has used more than one card in the past you should confirm with them which card they want to use on this occasion. If you want to override, press and 'O' to Override CreditLine. When you have selected a card press RETURN or double click the mouse. The system displays the CreditLine Entry window. The fields contain the card details held on the system. Check with the customer that the card details are still valid. The system allows you to update the details by pressing ESC S from the Policy screen. If you do not want to use a card from this list, press F3 or click the Use New Card button to be prompted for new cards details. 75

CreditLine Guide Refer to the following chapter Additional CreditLine Features for details of how to amend existing credit card details The details will not be saved if the Discard card details so not available for subsequent use field is set to "Yes" in the Card Security Settings. If no existing card details are held, refer to the Accepting Complete Or Part Payments With a New Card page. 4. When you have completed all the necessary fields, press RETURN. The system validates your entries and transmits the payment request. A message at the bottom of the screen indicates the status of the link with the terminal. 5. Once the request has been sent, the system indicates that it is awaiting a reply from the terminal. If the payment is authorised by the terminal the CreditLine window is updated. At the bottom of the screen the system displays the following message: Authorisation completed 6. To continue the procedure press RETURN or click the OK button. The system clears the CreditLine window and returns you to the menu or Policy screen. 7. The system records your entry. The accepted payment is listed against the selected transaction at the bottom of the screen. 8. To select another client press ESC ESC, you can now enter another client/policy reference. To return to the selected client s Policy Details screen, press F3 if you used ESC W to access it. It is possible that the terminal may return one of the following messages without authorising payment: Payment declined - the host declines authorisation of the payment. Payment abandoned - the system has failed while trying to obtain authorisation. This may indicate a failure within the terminal or the link with the host company. Missing/bad fields - the card issuer requires more information than has been supplied (i.e. the card issue date and/or issue number), or the data supplied may be invalid (e.g. incorrect card number). Voice referral required - you need to contact the credit card company to obtain an authorisation code. For SecureHosting this will have to be performed manually. (CreditLine Guide) Open GI Limited CreditLine Refunds SecureHosting Refunds SecureHosting Refunds allow refunds for net card transactions made in current policy term, removing the old restriction that the refund amount could exceed any single payment. Payments taken prior to the transaction effective date can also be refunded via SecureHosting. Note that when SecureHosting implement changes to their system to remove the above restriction, the refund will be accepted but until that time the reply will be DATA ERROR. You can also accept a refund for a payment made on a future-dated Renewal transaction. 76

CreditLine SecureHosting is now sent details of Sub Users to allow refunds. Open GI/UPG Refunds Password control of credit card refunds can be implemented by entering a code in the Refund authorisation code field in the Broker Control Details. Card refunds are allowed to an amount greater than the last card transaction so long as this is within the total amount taken from the refund card. You can select a valid card from any cards used to make payments against transactions in the current period. The 'Disallow CPC Refund' option in the Broker Details indicates whether credit card charges should be included in refund calculations or not by entering "Yes" or "No". When making a negative transaction payment, you will be presented with a list of the cards used and the total payments in the current policy period, regardless of payment method and the size of the requested refund. The cards will be identified by the last four digits: Policy Reference Displays the Policy Reference. Total Refunds Available Total Refund Available = Sum of totals on page Refund Requested The refund that has been requested. Term Period Begins Term Period Begins / Transaction Date Pay Method Requested Displays the payment method requested. Last Four Displays the Last four characters of card number A - or + by the card number indicates payments taken pre (-) or post (+) transition to UPG mode. Payments taken 77

CreditLine Guide pre transition will be refunded with saved credentials. If the card record no longer exists (due to purge on transition) then the available information on the first audit record for that card will be used. Some fields may therefore show as UNAVAILABLE on the card selection screen. The handling of refunds to entries with a - assumes that no more than one change of SHReference has occurred during transition. These refunds will be sent to the most recent previous SHReference. If you have had more than one reference change (abnormal transition) or transitioned before CreditLine 3.60A, you may find that some - refunds fail. In this instance you should contact the Open GI Support Centre to see if this can be corrected via configuration or if manual refund processing is required. Pay Meth Displays the original card payment/refund method. Card Type The Card Type returned by UPG (based on Card Number) Card Holder Card Holder Name. Card Exp Card expiry in the following format: MMYY. Amount Refundable Displays the amount refundable. Card Avail Card Availability - displays "Yes" or "No". The cards for the currently selected payment method which have a refundable amount greater than or equal to the requested refund and are within their expiry date will be selectable. Cards which are no longer within their expiry dates will need to be updated through card maintenance, before a refund can be applied. The selected entry on the card selection list will be refunded to the provider and a successful response returned to the Core Back-Office. There will be no CV2 check on this transaction. Where several cards have been used it may be necessary to make several negative payments to refund the full amounts. Click the OK button to confirm the refund. (CreditLine Guide) Open GI Limited CreditLine Override Facility For Solve/SE and SecureHosting, the override option is only available if you have answered "No" to the 'Discard card details so not available for subsequent use' option within the 'Broker Control Information' option. For Open GI/UPG you have to set the 'Discard card details so not available for subsequent use' option to Yes in the Broker Control Information. If this field is blank or set to No then you will not be able to select Open GI/UPG as the On-Line process type. However, you can still use the override facility. 78

CreditLine This option allows the user to override the CreditLine facility without accepting the Credit Card details and is only available if CreditLine has already been used for payment on the policy. Normally you would only use the override facility if a Credit Card payment has been processed using a PDQ machine but the payment had not been recorded on the system. For Open GI/UPG this may be necessary, for example, if the internet is down. To Override When the CreditLine entry window appears the screen displays Credit Card details and 'O' to Override CreditLine: Press the letter O. If password authorisation is required, the screen will display: Enter your Password. Complete this and press RETURN. If a password isn't required, the system will automatically override the Credit Card menu. If the operator logs in with a password, the system will check the authorisation codes within their password and if they are authorised no password prompt will appear. If the operator is not authorised an error message will appear. (CreditLine Guide) Open GI Limited Voice Referral Authorisation (Solve/SE Processing only) Occasionally payment authorisation must be obtained manually, (e.g. the payment terminal may be unable to contact the card authorisation host to obtain authorisation). When this is the case, a voice referral message, similar to the screen shown below, is displayed after the payment request has been made. Use the following procedure to process the payment: 1. You must contact the relevant credit card company and obtain an authorisation code. 79

CreditLine Guide 2. When you receive the code, enter it in the Enter Authorisation Code field and then press RETURN. The system displays the following message: Authorised Ok 3. To continue the procedure press RETURN. The system clears the CreditLine window and returns you to the menu or Policy Details screen. 4. When you have completed the remaining fields press RETURN. 5. The system records your entry. The accepted payment is listed against the selected transaction at the bottom of the screen. 6. To select another client press ESC ESC, you can now enter another client/policy reference. To return to the selected clients Policy Details screen press F3 if you used ESC W. (CreditLine Guide) Open GI Limited Entering Instalment Payments (CreditLine Plus) When you use the Accept a Payment option to enter a payment transaction for policy which has a credit plan, the system checks that the instalment amount is the required amount. If the payment does not match the next instalment due the system displays a warning: Press the OK button (RETURN) to continue and accept the payment. The first payment of a credit plan must already have been paid before you can use this option to record further payments. (CreditLine Guide) Open GI Limited Creating A Credit Plan (CreditLine Plus) The system allows you to set up credit plans for clients who are paying premiums by instalments. This section describes how to set up a credit plan for a new policy. You need only perform this operation once for each new credit plan when the client has paid the first instalment or deposit. CreditLine Plus can be used to accept payment for the initial deposit and subsequent instalment payments. To create a credit plan use the following procedure: 1. Select the Create a Credit Plan option from the Accounts Menu. The system displays the Credit Plan Detail screen: 80

CreditLine 2. The system prompts you to select the transaction you want to create a credit plan for. 3. Select the transaction you require. The Create a Credit Plan window is displayed: 4. Complete the fields as follows: Total Received Enter the total deposit payment received from the client, including any interest and/or charge amounts. This is the initial payment (deposit) you have received from the client. This will not be included in the monthly payments that are to be set up. Payment Method Click the ellipsis box button and select the credit card type from the pick list. If the list is blank, credit card types have not been entered on the Accounts 5 screen within Broker Amendment 81

CreditLine Guide Settle Charge Enter Yes if the linked charge amount is included in the initial payment, or No if there is no linked charge or the linked charge is to be left outstanding. Reference Enter a reference of up to six characters to represent this credit plan in future correspondence and documentation. This reference is included in the Cashbook and Journal. Interest Amount This is a two field entry, the first field allows you to enter the total interest to be charged in pounds or as a percentage. The second field allows you to define whether you have entered a cash ( ) or percentage (%) value. For example, an entry of Interest Amount 12.50 % would calculate interest at 12.5% of the premium, whereas an entry of: Interest Amount 12.50 would make the total interest 12.50. No. of Payments Enter the number of remaining payments required to complete the credit plan, excluding the deposit. Frequency Enter the frequency of payments by the client, either: W - Weekly M - Monthly The system defaults to monthly payments if you do not specify the frequency. Confirmation? Select Yes to request an Instalment Confirmation letter confirming the instalment details. Select No or leave the field blank if a confirmation letter is not required. The letter is saved to the Client Letter print queue. Print the letter from the Policy Diary or use the Print all unprinted letters or Process selected letters function within the Client Letter Print option on the BROOMS Correspondence / Diary / Insurer Accounts menu. 82

CreditLine Instalment Due and Instalment Chaser letters can be automatically generated using the Letter Generation and printed in batch when instalment payments are due or overdue. Executive This field automatically displays the executive code from the Policy Level. Press the Backspace key to remove the executive if the Instalment Due List is not to be split by executive. To select an alternative executive, click the ellipsis box button and select the new Active executive from the pick list. The Instalment Due List can then be sorted by executive. The Create Legal Expenses fields will also appear if the policy type is listed within the Legal Expenses Premiums screen of Broker Amendment. 5. Click the OK button (RETURN). The CreditLine Plus SECURE PAYMENT FORM interface is now displayed. Enter the credit card details as shown on the Accepting A Payment page for CreditLine Plus. 6. When you have completed all the necessary fields, click the Complete button to complete the payment or click the Cancel Payment button to abandon payment. The system automatically updates the client policy details to allow for the credit plan details you have entered. The transaction details in the lower half of the screen display the following details for a credit plan: The balance of the main transaction which is updated by the deposit amount or first instalment. The charge transaction, if one exists, showing a change to the balance you settled the charge out of the first instalment. An interest transaction, if interest was charged for payment by instalments. The payment method indicates I for instalments. Subsequent instalments are recorded using the Accept a Payment option of the Accounts menu. (CreditLine Guide) Open GI Limited 83

CreditLine Guide 5: Additional CreditLine Features 5: Additional CreditLine Features The Additional CreditLine Features Menu This chapter describes how to use the additional features provided by CreditLine from the Core Back-Office Policy screen. The additional features allow you to perform the following operations: View CreditLine History Request CreditLine Receipt Confirm CreditLine Payment (not used when On-Line process type field is set to OpenGI/UPG ) Maintain Credit Card Details These facilities are accessed from a Policy screen by pressing ESC S or by selecting the 'CreditLine' option from the Links menu. The system displays the additional CreditLine menu: To select an option from this menu, highlight the option using the arrow keys and press RETURN. Alternatively, to return to the Policy screen press ESC ESC. View CreditLine History The View CreditLine History option allows you to examine all payment requests for the current policy. When you select this option the system displays the Select Audit Rec screen. 84

CreditLine The system displays the most recent payment requests. To view additional requests use the scrollbar. For each payment request the system displays the following information: Request Date/Time The time and date of the request. Amount The amount of the request. Status The status of the request, Payment Confirmed, Payment declined, etc. Op This normally displays the operator s initials for the person who processed the payment. PM Payment Method indicates which type of card was used. Each line shown corresponds to an individual audit record. The records are identified by the number on the left-hand side. To return to the previous screen press the Exit button (F3). 85

CreditLine Guide Examining An Audit Record You can examine any selected audit record in detail by clicking the mouse or pressing RETURN on a selected record. The system displays the View CreditLine History screen(s), as shown below. These differ depending on whether the payment was a credit or a refund. A Credit Payment A credit payment displays the following screen and fields: Policy ref The Core Back-Office policy reference number related to this record. Request date The date that the payment was requested. Request time The time that the payment was requested. Amount The amount of the request. Pay method The payment method code and description. Card type rxd The card type used for the refund. 86

CreditLine Card Reference Displays the card reference number. BACS Case? Indicates the use of BACS. Creation Indicates how the request was made, i.e. manual, automatic. Last Error Displays any last error. Holder Address Displays the card holders address. Postcode Displays the card holders postcode. Auth status The authorisation status of the transaction. Response date The date that the request was responded to. Response time The time that the request was responded to. Merch id Merchant ID of the broker. Card No The card number. Only the last four digits are displayed. Card Holder Displays the card holders name. Expiry Displays the Expiry date of the card. Trans Type The type of transaction. This can be Sale or Refund for normal transactions. Force Sale or Force Refund appears when a sale or refund has required a voice referral. They indicate that 87

CreditLine Guide the transaction has been forced through by the manual entry of the authorisation code. A Refund Payment A refund payment displays the following screen and fields: For the selected record the system displays the following details: Policy ref The Core Back-Office policy reference number related to this record. Request date The date that the payment was requested. Request time The time that the payment was requested. Amount The amount of the request. Trans Type The type of transaction. This can be Sale or Refund for normal transactions. Force Sale or Force Refund appears when a sale or refund has required a voice referral. They indicate that the transaction has been forced through by the manual entry of the authorisation code. 88

CreditLine Pay method The payment method code and description. Card holder The name of the card holder who made the payment Card number The number of the credit card used to make the payment. UPG mode shows just the last four digits. Expiry date The expiry date of the card used. Start date The start date of the card. Issue No. The issue number of the card if relevant. Not all credit cards require an issue number. Auth status The authorisation status of the transaction. Response date The date that the request was responded to. Response time The time that the request was responded to. Trans no The transaction code of the payment Terminal no The terminal ID of the terminal from which the payment request was made. Message For UPG the Authorisation code is displayed, otherwise the Message received from the terminal when the request was made is displayed. Merch id Merchant ID of the broker. 89

CreditLine Guide Diag code Diagnostic code BACS case Indicates the use of BACS. Creation Indicates how the request was made, i.e. manual, automatic. Verification Verification code. The system allows you to print the audit record details by pressing the Print button (F7). To return to the previous screen press the OK button (RETURN). Request CreditLine Receipt This is the second option on the menu, and it allows you to request a receipt for an individual record. When you select this option the system displays the Select Audit Rec screen: The system displays the most recent payment requests. To view additional requests use the scrollbar. For each payment request the system displays the following information: Request Date/Time The time and date of the request. 90

CreditLine Amount The amount of the request. Status The status of the request, Payment confirmed, Payment declined etc. Op This normally displays the operator s initials for the person who processed the payment. PM Payment Method indicates which type of card was used. Each line shown corresponds to an individual audit record. You can request a printed receipt for any selected audit record by clicking the mouse or pressing RETURN on a selected record on the Select Audit Record screen. You must ensure that the receipt printer is connected. To return to the previous screen press the Exit button (F3). Confirm CreditLine Payment (Not for OpenGI/UPG) This option is not used when the On-Line process type field in Broker Control Information is set to OpenGI/UPG. The third option allows you to manually confirm a CreditLine payment that has been successfully paid on the payment terminal, but that has not been confirmed due to some breakdown in the normal process. If the Core Back-Office payment has been successfully made, then the status of the audit record should be updated so that the record is not flagged as having failed part way through processing. If the Core Back-Office payment has not been made then it should be requested again using the same payment method. This time CreditLine should be overridden, as authorisation is not required because the payment has already been completed by CreditLine. When you select the Confirm CreditLine Payment option the system displays a list of CreditLine audit records for the current policy that have a status of Payment authorised. The system displays the most recent payment requests. To view additional requests use them scrollbar. For each payment request the system displays the following information: Request Date/Time The time and date of the request. Amount The amount of the request. 91

CreditLine Guide Status The status of the request should be Payment Authorised. Op This normally displays the operator s initials for the person who processed the payment. PM Payment Method indicates which type of card was used. Each line shown corresponds to an individual audit record. You can select any audit record by clicking on it or pressing RETURN. The status of the record is updated to Payment Confirmed. To return to the previous screen press the Exit button (F3). Maintain Credit Card Details What details can be amended depends on what is set in your On-Line process type field in the Broker Control Information. The differences are detailed below: Using Open GI/UPG The Select Credit Card window is displayed: 92

CreditLine If a policy has a brand, the 'Maintain Card Details' option will only list cards that the client has used to pay for policies with the same brand. When the On-Line process type field in Broker Control Information is set to OpenGI/UPG you can only amend the Expiry Date, address and CA Approved fields, as shown in the example below: The CA Approved field can be manually updated to record whether Continuous Authority (CA) has been granted by the client. When you have completed the amendments, press the OK button (RETURN). Alternatively, press the Cancel button (F3) to return to the previous screen without saving any changes. Using Solve SE/SecureHosting When the On-Line process type field in Broker Control Information is set to Solve/SE" or "SecureHosting, the last option on the menu allows you to view, update or delete card details that are stored for the currently selected customer (unless you have set the 'Discard Card Details so not available for subsequent use' option set to "Yes"). Select the Maintain Card Details option from the menu. The system displays a list of the cards stored for the current customer, similar to that shown below: 93

CreditLine Guide To update the details for any individual card, click on the selected card or press RETURN. The system displays the Maintain Card Details screen. Card Holder You can amend the name of the card holder. Account Number You can amend the card account number. Issue Number You can amend the issue number if applicable. 94

CreditLine Issue Date You can amend the issue date. This field usually requires amendment every one or two years. Expiry Date For UPG only, you can amend the expiry date which may change every one or two years. Card Type You can update the card type. Date Created Enter the date that the amendments are made. When you have completed all the required amendments, press the OK button (RETURN). Alternatively, press the Cancel button (F3) to return to the previous screen without saving any changes. Delete Details Of A Selected Card (Solve SE/SecureHosting and Open GI/UPG) To delete details of a selected card, press ESC 2 when they are displayed on the screen using the 'Maintain Credit Card Details' option. The system will display the following message: If you want to confirm the deletion, click the Yes button, otherwise click No. (CreditLine Guide) Open GI Limited 95

CreditLine Guide 6: Cashbook And Audit Reports 6: CreditLine Cashbook And Audit Reports This chapter describes the following reports: Daily Cashbook/Audit Report BROOMS Cashbook Print CreditLine Audit Report Credit Card Usage Report Batch Receipts Print Batch Receipts Purge Card Details Purge Daily Audit Print These reports are available from the CreditLine menu. (CreditLine Guide) Open GI Limited Cashbook And Journal Introduction If you are operating CreditLine you should use the CreditLine Cashbook facility to generate the Core Back-Office and CreditLine Cashbook, as this reconciles credit card transactions in the Core Back- Office Cashbook. If you generate the Cashbook from Core Back-Office, the summary totals may not correspond to the CreditLine summary totals as the two cashbooks may not be synchronised. Daily Cashbook/Audit Report When you select the Daily Cashbook/Audit Report facility the system generates a cashbook for Core Back-Office and a CreditLine Audit report. This procedure produces a full Core Back-Office which comprises two sections: The Cashbook - this contains a list of all receipts and payments to and from clients, including credit card payments, entered since the last cashbook was produced. Receipts and payments are shown on separate lists. The amount received or refunded is shown together with the payment method. An item with a minus sign indicates a Contra entry. The totals are shown analysed across the payments methods. The receipts total is used to update the Receipts summary. The Journal - this provides an audit trail, listing all journal amendments made to client and insurer accounts on Core Back-Office. Each entry shows the time and date, allowing you to trace transactions easily. The journal produces up to 14 itemised lists depending on the type of entries that have been made. Refer to the Cashbook And Journal section in the Core Back-Office Guide (Part 2) for further details of the Journal Report and Cashbook facilities. 96

CreditLine The totals from these reports are used with the cashbook totals to update the Client/Insurer Accounts, which are printed as the last page of the Cashbook and Journal. These figures are printed giving totals for the day and the current period. Pending transactions are not included in these totals. The Core Back-Office cashbook is followed by the CreditLine Audit report which is similar to the Cashbook but only includes credit card payments. The totals from the Audit report should agree with the totals for credit card payments summarised at the end of the Core Back-Office Cashbook. To reconcile the bank paying in slip with the Core Back-Office system, you should run the Cashbook and Journal daily. You should use the CreditLine Cashbook facility to generate the Cashbook and Audit report. If you run the Core Back-Office Cashbook from within Core Back-Office, and then run the CreditLine Audit report the following day, the summaries may not appear to balance. To resolve this discrepancy you must add all the Core Back-Office cashbook totals since the last time that both reports were run together. For example: Core Back-Office Cashbook (Credit Card summary) Monday 2500 Tuesday 1300 CreditLine Audit (not run Monday) Mon + Tues. 3800 The values agree if you add the Core Back-Office summary totals. The Daily Audit Report With Multi branded Accounts Enabled Where the Creditline Plus Multi Merchant Account is licensed and multi branded accounts are enabled the report includes the totals by Card Type, Brand and SH Reference. The audit export has an additional brand column regardless of the multi branded accounts being enabled. (CreditLine Guide) Open GI Limited Printing The Cashbook And Daily Audit The system allows you to reprint the Core Back-Office and CreditLine Audit report by using the BROOMS Cashbook Print and Daily Audit Print options from the CreditLine menu. Check that your printer is turned on and loaded with the correct stationery before selecting these options. BROOMS (Core Back-Office) Cashbook Print This option allows users to REPRINT the last BROOMS Cashbook section from the Daily Cashbook/Audit Report. 1. Select the 'BROOMS Cashbook Print' option. The following dialog is displayed. 97

CreditLine Guide 2. Click the Yes button to print transaction details only or click No to produce a full print. The printer prompt is displayed: Select the required printer and click the OK button (RETURN) No further operator entry is required. The operator codes and terminal numbers will be displayed to the right of each cashbook transaction. The system prints the last Cashbook and Journal generated. Unlimited reprints can be produced using the BROOMS Cashbook Print option. The Cashbook must now be balanced. To do this: Check the receipts. If there are any discrepancies, make a manual note on the Cashbook together with the date of the adjustment, and then update Core Back-Office. On the following days Cashbook, make the opposite entry, entering the date so that a cross reference can be made. Check the payments, following the above procedure. Check that the journal payments equal zero, if there are any discrepancies correct using the above procedure. Check the direct payments from the journal daybook following the above procedure. Daily Audit Print This option allows users to REPRINT the last CreditLine Cashbook Audit Report section from the 'Daily Cashbook/Audit Report' option. 1. Select the 'Daily Audit Print' option. The following dialog is then displayed: 98

CreditLine 2. Select the required printer and click the OK button (RETURN). No further operator entry is required. (CreditLine Guide) Open GI Limited CreditLine Audit Report The CreditLine Audit Report option allows you to generate reports with full details of all payment requests and the current status of the requests. The report also includes the first line of the Card Holders Address, Postcode and the received Card Type. When you select this option the system displays the CreditLine Audit Report screen. This screen allows you to define the range of dates for the report and the sequence in which details are to be ordered. Complete the following fields to generate a report: From Date/To Date Enter the range of dates for which you want payment request details. Click on the drop downlist icons to display a calendar. 99

CreditLine Guide Cashbook Enter a numeric character corresponding to the cashbook you want to examine for a specific date. If you leave this field blank the system defaults to 1. Generally, there is only one cashbook per day. Status Enter the status type that you require in the report. Use the drop down-list icon to list the available entries. Sequence by/then/then Select the sequence of details using one of the following options: Brand * Card Type Policy Ref. Reference * Request Date When you have completed the screen press the OK button (RETURN) to initiate the report. * Where the system is licensed for Creditline Multiple Merchants,the following two sort options are available to sequence the report by: "Reference" (SH Reference) and "Brand". (CreditLine Guide) Open GI Limited Credit Card Usage Report This facility allows you to produce a trace of the usage of specific credit cards that you accept. Select the Credit Card Usage Report option from the CreditLine menu. The system displays the Credit Card Usage Menu screen. To produce the report complete the following fields: 100

CreditLine From Date/To Date Enter the range of dates for which you want to examine the usage. Click on the drop down-list icons to display a calendar. Cashbook Enter a numeric character corresponding to the Cashbook you want to examine for a specific date. If you leave this field blank the system defaults to 1. Generally, there is only one Cashbook per day. Status Enter status type of each transaction to be included in the report. Use the drop down-list icon to display a list of available status options. Credit Card 1, 2, 3 You can enter up to three specific card numbers to be included in the report. Produce Export File? Select "Yes" to produce an export file When you have completed the screen press the OK button (RETURN) to initiate the report. The report also includes the first line of the Card Holders Address, Postcode and the received Card Type. If the 'Only hold last 4 digits of card number in audit records' option is set to "Yes" then the Credit Card Usage report will match on the last 4 digits only. This may produce more results than previously, some of which may not be the required cards. Card numbers will be masked with 101

CreditLine Guide asterisks except the last 4 digits. Note that for UPG mode this is always the case and that whole card numbers are not available to be searched on. (CreditLine Guide) Open GI Limited Printing Batch Receipts The system allows you to print batches of all receipts on the system. When you perform a daily Cashbook operation the system produces an Audit file and report. This facility allows you to print receipts from these audit records. If you generated more than one Cashbook Audit file for CreditLine this option allows you to specify which Cashbook to use. To print batch receipts select the Batch Receipts Print option from the CreditLine menu. The system displays the Batch Receipts Print screen: To print the receipts complete the following fields: From Date/To Date Enter the range of dates for which you want to print receipts. Click on the drop down-list icons to display a calendar. Cashbook Enter a numeric character corresponding to the cashbook you want to print receipts from. If you leave this field blank the system defaults to 1. Generally, there is only one cashbook per day. Across Page Enter the number of receipts that you want to print across the page. This value is determined by the paper size and your printer. Down Page Enter the number of rows of receipts that you want on the page. This value is determined by the paper size and your printer. You should ensure that your printer is connected and contains the right paper for printing receipts. 102

CreditLine When you have completed the screen press the OK button (RETURN) to initiate the print run. (CreditLine Guide) Open GI Limited Batch Receipts Purge To purge Batch Receipts complete the following fields: From Date Enter a date in the format DD/MM/YYYY. Cashbook Enter a number in the format 99. To Date Enter a date in the format DD/MM/YYYY. Cashbook Enter a number in the format 99. Press the OK button (RETURN) to purge. (CreditLine Guide) Open GI Limited Locate Bookmark 103

CreditLine Guide Card Details Purge This allows you to purge records after a user definable period. The following field is displayed: Purge Card details not used since Enter a date in the format DD/MM/YYYY or click the drop down-list icon and select from the calendar. This will remove details of cards not used since the date entered. The Initial authorisation code for this program will be blank. Any change to this authorisation code will need to be set via System Maintenance 'Alter menu configurations' option. Click the OK button (RETURN) to purge the records. (CreditLine Guide) Open GI Limited Locate Bookmark 104