Merchant Account Reports

Title Page Merchant Account Reports User Guide June 2014 CyberSource Corporation HQ P.O. Box 8999 San Francisco, CA 94128-8999 Phone: 800-530-9095

CyberSource Contact Information For general information about our company, products, and services, go to http://www.cybersource.com. For sales questions about any CyberSource Service, email sales@cybersource.com or call 650-432-7350 or 888-330-2300 (toll free in the United States). For support information about any CyberSource Service, visit the Support Center at http://www.cybersource.com/support. Copyright 2014 CyberSource Corporation. All rights reserved. CyberSource Corporation ("CyberSource") furnishes this document and the software described in this document under the applicable agreement between the reader of this document ("You") and CyberSource ("Agreement"). You may use this document and/or software only in accordance with the terms of the Agreement. Except as expressly set forth in the Agreement, the information contained in this document is subject to change without notice and therefore should not be interpreted in any way as a guarantee or warranty by CyberSource. CyberSource assumes no responsibility or liability for any errors that may appear in this document. The copyrighted software that accompanies this document is licensed to You for use only in strict accordance with the Agreement. You should read the Agreement carefully before using the software. Except as permitted by the Agreement, You may not reproduce any part of this document, store this document in a retrieval system, or transmit this document, in any form or by any means, electronic, mechanical, recording, or otherwise, without the prior written consent of CyberSource. Restricted Rights Legends For Government or defense agencies. Use, duplication, or disclosure by the Government or defense agencies is subject to restrictions as set forth the Rights in Technical Data and Computer Software clause at DFARS 252.227-7013 and in similar clauses in the FAR and NASA FAR Supplement. For civilian agencies. Use, reproduction, or disclosure is subject to restrictions set forth in subparagraphs (a) through (d) of the Commercial Computer Software Restricted Rights clause at 52.227-19 and the limitations set forth in CyberSource Corporation's standard commercial agreement for this software. Unpublished rights reserved under the copyright laws of the United States. Trademarks CyberSource, The Power of Payment, CyberSource Payment Manager, CyberSource Risk Manager, CyberSource Decision Manager, CyberSource Connect, Authorize.Net, and echeck.net are trademarks and/or service marks of CyberSource Corporation. All other brands and product names are trademarks or registered trademarks of their respective owners. 2

Contents CONTENTS Recent Revisions to This Document 5 Chapter 1 Introduction 6 Available Reports 6 Chapter 2 Getting Started 7 Logging in to the Business Center 7 Hierarchy 9 Chapter 3 10 Payment Activity Summary Report 10 Generating the Report 10 Viewing Additional Information 11 Purchase & Refunds 11 Summary of Fees 11 Chargeback & Representment 11 Transfer Log 11 Report Fields 12 Chargeback & Representment Summary Report 14 Generating the Report 14 Report Fields 15 Purchase & Refund Details Report 15 Generating the Report 16 Viewing Additional Information 16 Report Fields 18 Chargeback & Representment Details 21 Generating the Report 21 Viewing Additional Information 22 Report Fields 23 Transfer Log Report 24 Generating the Report 24 Merchant Account Reports User Guide June 2014 3

Contents Report Fields 26 Summary of Fees Report 28 Generating the Report 28 Viewing Additional Information 29 Report Fields 29 Retrieval Request Details Report 31 Generating the Report 31 Viewing Additional Information 32 Report Fields 33 Substitute Receipt 36 Chargeback Analysis Report 37 Generating the Report 37 Report Fields 38 Authorization Analysis Report 38 Generating the Report 39 Report Fields 40 Interchange Qualification Analysis Report 41 Generating the Report 41 Report Fields 42 Self-Service Report Requests 43 Merchant Account Reports User Guide June 2014 4

Recent Revisions to This Document REVISIONS Release Changes February 2014 This revision contains only editorial changes and no technical updates. July 2012 This revision contains only editorial changes and no technical updates. June 2011 Added new Chargeback and Representment Financial Details Report. See "Chargeback & Representment Details," page 21. August 2010 Updated Purchase & Refunds Details Report. See "Purchase & Refund Details Report," page 15. March 2010 Added new fields to the PIN-less Debit Returns Report. Merchant Account Reports User Guide June 2014 5

Introduction CHAPTER 1 This suite of reconciliation tools complements the transaction reports by adding funding, fee, and chargeback information needed for order-level or summary-level reconciliation, performing research, and managing the end-to-end payment life cycle. Each report is available in several formats. You can obtain the reports in the Business Center or download them automatically. Each report features a dynamic six-level hierarchy that you can tailor to your company s business model and provides reconciliation at any level. Available Reports Payment activity reconciliation reports track purchases and refunds, funds posted to your bank account, and fees that have been assessed for a merchant entity. These are the payment activity reconciliation reports: "Payment Activity Summary Report," "Purchase & Refund Details Report," "Transfer Log Report," and "Summary of Fees Report." Exception management reports track chargebacks and representment events and provide information for retrieval requests. These are the exception management reports: "Chargeback & Representment Summary Report," "Chargeback & Representment Details," and "Retrieval Request Details Report." Payment performance reports improve performance by analyzing chargebacks and authorization declines. These are the payment performance reports: "Chargeback Analysis Report," "Authorization Analysis Report," and "Interchange Qualification Analysis Report." Self-service report requests enable you to search for transactions by submission date. For acquiring transactions, the submission date occurs after the transactions have been settled and are sent back from the processor as successful settlements. For non-acquiring transactions, the submission date is the date that the transaction was submitted to CyberSource. For information about retrieving reports using an API, see the CyberSource Merchant Account Reporting Developer Guide. Report file formats are described in this guide. Merchant Account Reports User Guide June 2014 6

Getting Started CHAPTER 2 Important If you have the Essentials package, you need to go live before you can configure reports in production. Going live means that you can accept real orders from your customers. To go live, follow the Going Live steps in the Business Center User Guide. Logging in to the Business Center Follow these steps to log in to the Business Center and access the reports: Step 1 Step 2 Step 3 Browse to https://ebc.cybersource.com. Enter your merchant ID, user name, and password, and click OK. In the navigation pane, choose Reports > Merchant Account Reports. The most recent reports appears at the bottom of the page. To go directly to a report, click the report name or click View. The report opens in the Web browser. To download a report, click one of these links: XLS: The report is downloaded for viewing in Excel or similar programs. CSV: The report is downloaded in CSV format (comma-separated value for use with databases and other programs). XML: The report is downloaded in XML format (Extensible Markup Language, used by many programs to import data). PDF: Downloads the report in PDF format. Note XML, CSV, and XLS formats group currencies together within the report. The PDF format organizes the report by currency. Merchant Account Reports User Guide June 2014 7

Chapter 2 Getting Started Step 4 Step 5 To generate a different report or set of reports, select from the menus at the top of the page: Hierarchy: If your company has more than one hierarchy level, you can select a new hierarchy from the drop-down menu or click the folder icon to the right of the Hierarchy field. From the hierarchy menu, select a new hierarchy level. For information on hierarchy structure, see "Hierarchy". Report: Choose All to display all the reports available for the date(s) you choose, or select a specific report. The Payment Activity Summary report and Summary of Fees report can span 31 days. The other reports cover only the day specified in the Date field. Frequency: Select the frequency of report data. You may choose Daily for a single day's report or Custom. Note that the detail reports are daily reports. Date: (Daily Only) Select the month, day, and year, or click the calendar to choose the date. Start Date: (Custom Frequency Only) Select the month, day, and year, or click the calendar to choose the start date. End Date: (Custom Frequency Only) Select the month, day, and year, or click the calendar to choose the end date. Click Submit. Merchant Account Reports User Guide June 2014 8

Chapter 2 Getting Started Hierarchy Hierarchy represents the structure of your organization. You can have up to six levels with varying degrees of flexibility. ABC Company North South East West North A North B West A West B West C Plant 1 Plant 2 For example, the ABC Company has regional offices North, South, East, and West. North Region has two offices, North A and North B. West Region has three offices and two plants that report to one of the offices. This company has four levels of hierarchy. You can get transaction data for each level. At each level, the data rolls up from the levels below. You and your CyberSource representative define your hierarchy as part of the report configuration. If you have not worked with CyberSource to define your hierarchy, the values in the hierarchy drop-down menu represent your merchant IDs. If your company has more than one hierarchy level, you can choose a level to view activity aggregated on a report. The Hierarchy ID is the numerical identifier that represents a hierarchy level. You can use either the Hierarchy or the Hierarchy ID field to choose a level to view. The corresponding ID or level field will automatically be adjusted. Merchant Account Reports User Guide June 2014 9

Obtaining and Using Reports CHAPTER 3 In addition to the reports listed below, you can download self-service report requests by submission date (see "Self-Service Report Requests," page 43). Payment Activity Summary Report The Payment Activity Summary report lists all purchases and refunds, fees, and adjustments processed during a specific date range. This report shows the expected funding amount that will be posted to your merchant bank account. Fees appear on this report at the time that they are assessed (daily or monthly). The report defaults to the most current day for which information is available. Generating the Report To display the report directly in the Merchant Account Reports page, follow these steps: Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 From the Hierarchy menu, select a hierarchy. The values in the hierarchy menu represent your merchant ID(s) and hierarchy ID. The Hierarchy ID is the numeric identifier that represents a hierarchy level. For more information on hierarchy structure, see "Hierarchy," page 9. From the Report menu, select the Payment Activity Summary report, or select All to generate all reports. From the Frequency menu, select Daily or Custom. If you chose Custom, select a start and end date from the menu or calendar. Click Submit. A link to the report appears at the bottom of the screen. To view the report in the browser, either click the Payment Activity Summary link at the bottom of the page, or click View. The report appears in the browser. To export the results in XML, CSV, XLS, or PDF formats, click a link next to the associated icon. Merchant Account Reports User Guide June 2014 10

Note The report displays one currency per page in the Web browser and the PDF format. For example, page 1 displays the funds in USD and page 2 displays the funds in EUR. The XML, CSV, and XLS formats group the currencies together within the report. If you view the report in a Web browser, the top of the report will contain the fields for selecting report criteria. You can select new criteria and click the Submit button to regenerate the report. Viewing Additional Information Viewing the report within a Web browser enables links to more information. These links are not active in the exported formats. Purchase & Refunds To view detailed information on purchases and refunds transactions, click the dollar amount link in the Purchases/Refunds row of the report. If you selected a range of dates for this report, a pop-up window containing a list of date ranges appears, as shown below. Select a date range to see the Purchase & Refunds Details report. For more information on this report, see "Purchase & Refund Details Report," page 15. Summary of Fees To view detailed information on fees, click the dollar amount link in the Fees row of the report. For more information on this report, see "Summary of Fees Report," page 28. Chargeback & Representment To view detailed information on chargebacks and representments, click the dollar amount in the Chargebacks & Representment row of the report. If you selected a range of dates for the Payment Activity Summary report, a pop-up window containing a list of date ranges appears, as shown below. Select a date range to see the Chargebacks & Representment Details report. For more information on this report, see "Chargeback & Representment Details," page 21. Transfer Log To view a list of all funds transfers, click the dollar amount in the Net Total row of the report. For more information about this report, see "Transfer Log Report," page 24. Merchant Account Reports User Guide June 2014 11

Report Fields The table below defines each field in the Payment Activity Summary Report. Table 1 Payment Activity Summary Report Header Section Fields Hierarchy Hierarchy ID Start Date End Date Presentation Currency Funding Currency Hierarchy represents your organization structure. If you have not worked with CyberSource to define a customized hierarchy, the values in the hierarchy drop-down menu will represent your merchant IDs. If your company has more than one hierarchy level, you may choose a particular level to see activity aggregated on a particular report. You can use either the Hierarchy or the Hierarchy ID field to choose the level you wish to view. The corresponding ID or level field is automatically adjusted. The numerical identifier used to represent a hierarchy level. Start date of report. End date of report. Currency presented to the customer at the time of sale. Currency of the funds transferred to your bank account. Table 2 Payment Activity Summary Report Report Section Fields Conveyed Count Conveyed Amount Settled Count Settled Amount Presentation Currency Settled Amount Funding Currency Purchases Purchases Subtotal Refunds Refunds Subtotal Number of transactions passed to a third party (American Express, Discover) by CyberSource on your behalf. Total amount of transactions passed to a third party. This amount will be funded by the third party and is not included in the total amount to be funded by CyberSource. Number of transactions that will be funded by CyberSource. Amount of transactions that will be funded by CyberSource in the currency presented to the customer at the time of sale. Note If the presentation and funding currency are the same, this column does not appear on the report. Amount of transactions that will be funded by CyberSource in the currency of the funds transferred to your bank account. All sales for the reporting period by payment method. Total of all purchase activity for the reporting period. All credits (returns) for the reporting period by payment method. Total of all refund activity for the reporting period. Merchant Account Reports User Guide June 2014 12

Table 2 Payment Activity Summary Report (Continued) Report Section Fields Purchases/Refunds Net Total Fees Interchange/Discount Fees Fees Total Reserves Chargebacks & Representments Chargebacks & Representments Total Net Total Net proceeds of all purchases and refunds your proceeds of payment activity for the reporting period. All fees for transactions that are adjusted from the Purchase/ Refunds Net Total. Note Fees appear on this report only on the day they are assessed (daily or monthly). Fees assessed by CyberSource on behalf of the card companies (Visa and MasterCard) that are adjusted from the Purchase/Refund Net Total. Note Fees appear on this report only on the day that they are assessed (daily or monthly). Total of all fees including Interchange and Assessments. Note Fees may be deducted (net) from the purchase and refunds or debited separately. Funds held due to risk management. Amount of chargeback and representment items by payment method that have financial impact during the reporting period. Total chargeback and representment activity. Sum of Purchases, Refunds, Total Fees, Chargebacks and Representments that represents your expected funding amount. Note Chargebacks and Representments can be deducted (net) from the purchases and refunds or debited separately. Merchant Account Reports User Guide June 2014 13

Chargeback & Representment Summary Report The Chargeback & Representment Summary Report provides the merchant with a summary of all chargebacks, representments, and other post-settlement exceptions. The summary is organized by the method of payment and exception type, which enables the merchant to resolve the chargebacks with their general ledger. Generating the Report To display the report directly on the Merchant Account Reports page, follow these steps: Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 From the Hierarchy menu, select a hierarchy. The values in the hierarchy menu represent your merchant ID(s) and hierarchy ID. The hierarchy ID is the numerical identifier used to represent a hierarchy level. For more information on the hierarchy structure, see "Hierarchy," page 9. From the Report menu, select the Chargeback & Representment Summary report, or select All to generate all reports. From the Frequency menu, select Daily or Custom. Selecting Custom displays the Start Date field and End Date field, in which you enter appropriate dates. Click Submit. A link to the report appears at the bottom of the screen. To view the report in the Web browser, click the Chargeback & Representment Summary link at the bottom of the page, or click View. The report appears in the Web browser. To export the results in XML, CSV, XLS, or PDF formats, click the associtated link. Note The report displays one currency per page in the Web browser and the PDF format. For example, page 1 displays the funds in USD and page 2 displays the funds in EUR. The XML, CSV, and XLS formats group the currencies together within the report. If viewed in a Web browser, the top of the report contains the fields for selecting the report criteria. You can select new criteria and click Submit to regenerate the report. Merchant Account Reports User Guide June 2014 14

Report Fields The table below describes each field in the Chargeback & Representment Summary report. Table 3 Chargeback & Representment Summary Report Header Section Fields Hierarchy Hierarchy ID Start Date End Date Presentation Currency Funding Currency Hierarchy represents your organizational structure. If you have not worked with CyberSource to customize a hierarchy, the values in the hierarchy represent your merchant IDs. If your company has more than one hierarchy level, you may choose a particular level to see activity aggregated on a particular report. You can use either the Hierarchy or the Hierarchy ID field to choose the level you wish to view. The corresponding ID or level field is automatically adjusted. The numerical identifier used to represent a hierarchy level. Start date of report. End date of report. Currency presented to the customer at the time of sale. Currency of the funds transferred to your bank account. Table 4 Chargeback & Representment Summary Report Report Section Fields Chargeback Type Card Type Count Amount Describes the type of chargeback. The card type used for the transactions to which this chargeback is associated. Number of chargebacks for each card type. Amount of each chargeback for each card type. Purchase & Refund Details Report The Purchase & Refund Details report lists (for a specific date) transaction data for all purchases and refunds processed by a merchant entity and the transaction fees that will result in an adjustment to the funding amount. The report defaults to the most current day for which information is available. Merchant Account Reports User Guide June 2014 15

Generating the Report To display the report directly on the Merchant Account Reports page, follow these steps: Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 From the Hierarchy menu, select a hierarchy. The values in the hierarchy represent your merchant ID(s) and hierarchy ID. The hierarchy ID is the numerical identifier used to represent a hierarchy level. For more information on the hierarchy structure, see "Hierarchy," page 9. From the Report menu, select the Purchase & Refunds report, or select All to generate all reports. From the Frequency menu, select Daily or Custom. Selecting Custom displays the Start Date field and End Date field, in which you enter appropriate dates. Click Submit. A link to the report appears at the bottom of the page. To view the report in the Web browser, click on the Purchase & Refund Details link at the bottom of the page, or click View. The report appears in the Web browser. Click the tabs at the top of the report to view the report data. To export the results in XML or CSV formats, click the associated link. For merchants processing multiple currencies, the XML and CSV formats group the currencies together within the report. If viewed in a Web browser, the top of the report will contain the fields for selecting the report criteria. You can select new criteria and click Submit to regenerate the report. Viewing Additional Information For detailed information about a transaction, click the Request ID number in the report. The Transaction Search Details results appear for that transaction, as shown below. Merchant Account Reports User Guide June 2014 16

Below is the Payment Information section: Merchant Account Reports User Guide June 2014 17

Report Fields The table below describes each field in the Purchase & Refunds report. Table 5 Purchase & Refunds Details Report Header Section Fields Hierarchy Date Hierarchy represents your organization structure. If you have not worked with CyberSource to define a customized hierarchy, the values in the hierarchy drop-down will represent your merchant IDs. If your company has more than one hierarchy level, you may choose a particular level to see activity aggregated on a particular report. You can use either the Hierarchy Level or the Hierarchy ID field to choose the level you wish to view. The corresponding ID or level field will automatically be adjusted. Date the transactions in this report were processed by CyberSource. Table 6 Purchase & Refunds Details Report Report Section Fields Request ID CYBS MID Processor MID Hierarchy ID Purchase Trans Ref Number Merchant Ref Number Transaction Type Purchase/ Refund Submission Date Amount Transaction Amount Currency Payment Method Payment Type Account Suffix CYBS Batch Date Time CYBS Batch ID Request ID of the transaction. CyberSource merchant ID. Merchant ID assigned by the processor. Hierarchy ID of the purchase or refund transaction. Transaction reference number assigned by CyberSource. Reference number assigned to the purchase transaction by the merchant. Value defining the transaction type (Purchase or Refund). Date of the purchase or refund transaction. Amount of the purchase or refund transaction. Amount in parentheses ( ) denotes a negative number. Transaction currency code. Method of payment used in the original transaction: MasterCard, Visa, Discover, or American Express. Mode of payment, such as credit card. Last 4 digits of the account number. Date and time the transaction was batched at CyberSource for submission to the processor. Batch ID assigned by CyberSource. Merchant Account Reports User Guide June 2014 18

Table 6 Purchase & Refunds Details Report (Continued) Report Section Fields Card Type Debit Network Auth Trans Ref Number Auth Date Auth Request ID Auth Amount Auth Currency Code Auth Code Auth Response Code Interchange * Interchange Percentage * Interchange Percentage Amount * Interchange Per Item Fee * Discount Percentage Discount Amount Discount Per Item Fee Total Fee Fee Currency Dues and Assessments Merchant Defined Field 1 Merchant Defined Field 1 Merchant Defined Field 1 Merchant Defined Field 1 Reference to the card product type used to define the interchange qualification level. Indicates the Debit Network used for this transaction. Transaction reference number of the authorization. Date of the original authorization transaction. Request ID of the original authorization transaction. Amount of the associated authorization transaction. Currency code of the authorization transaction. Authorization code returned by the issuer for the associated authorization transaction. CyberSource response code to the authorization request that was associated with the purchase. of the interchange qualification level. Interchange Qualification is used to determine the fees due to the card issuing banks for processing of payment transactions through the payment networks. Fee paid to the issuing banks that is calculated as a percentage of the purchase amount which applies to the purchase transaction. Amount calculated when the interchange percentage is applied to the value of the purchase transaction. This amount is passed to the issuing bank. Portion of the interchange fee that is calculated as a per-item amount for this transaction. Fee calculated as a percentage of the purchase amount, which may include interchange and other fees bundled together. Amount calculated when the discount percentage is applied to the value of the purchase transaction. Amount in parentheses ( ) denotes a negative number. Fee amount assessed for each transaction in addition to the discount percentage. Total of fees collected for the transaction being reported. Amount in parentheses ( ) denotes a negative number. Currency in which the fees were collected, which is always the same as the funding currency. Assessment fees paid to the card associations. Field reserved for merchant to define. Field reserved for merchant to define. Field reserved for merchant to define. Field reserved for merchant to define. Merchant Account Reports User Guide June 2014 19

Table 6 Purchase & Refunds Details Report (Continued) Report Section Fields Funding Amount Funding Currency First Name Last Name Amount of the transaction face value in funding currency. Amount in parentheses ( ) denotes a negative number. Funding currency code. Customer s first name. Customer s last name. * Not applicable to bundled-pricing merchants Merchant Account Reports User Guide June 2014 20

Chargeback & Representment Details The Chargeback & Representment Details report lists all chargeback and representment events that occurred for a merchant entity for a specific date. This notifies you of new chargebacks, provides the status of chargebacks in process, and provides the necessary details to support the chargeback activity shown on other reconciliation reports such as the Payment Activity Summary. The report defaults to the most current day for which information is available. Generating the Report To display the report directly on the Merchant Account Reports page, follow these steps: Step 1 Step 2 Step 3 Step 4 Step 5 From the Hierarchy menu, select a hierarchy. The values in the hierarchy represent your merchant ID(s) and hierarchy ID. The hierarchy ID is the numerical identifier used to represent a hierarchy level. For more information on the hierarchy structure, see "Hierarchy," page 9. From the Report menu, select the Chargeback & Representment Details report, or select All to generate all reports. From the Frequency menu, select Daily or Custom. Selecting Custom displays the Start Date field and End Date field, in which you enter the appropriate dates. Click Submit. A link to the report appears at the bottom of the page. To view the report in the Web browser, click the Chargeback & Representment Details link at the bottom of the page, or click View. The report appears in the Web browser. Initially, not all report columns are collapsed. To collapse all the columns, click the Click here link above the table. Step 6 To export the results in XML, CSV, XLS, or PDF formats, click the appropriate link. The default report shows the relevant data fields commonly used by merchants. To view other data elements, click the Click here link above the table. Note The report displays one currency per page in the Web browser and the PDF format. For example, page 1 displays the funds in USD and page 2 displays the funds in EUR. The XML, CSV, and XLS formats group the currencies together within the report. Merchant Account Reports User Guide June 2014 21

If viewed in a Web browser, the top of the report contains the fields for selecting the report criteria. You can select new criteria and click Submit to regenerate the report. Viewing Additional Information For detailed information about a transaction, click the Original Capture Request ID number to display the Transaction Search Details for that transaction. For detailed information about a chargeback, click the CYBS Exception ID link to display the Chargeback Case Details for that transaction. Merchant Account Reports User Guide June 2014 22

Report Fields The table below defines each field in the Chargeback & Representment Details report. Table 7 Chargeback & Representment Details Report Header Section Fields Hierarchy Hierarchy ID Date Hierarchy represents your organization structure. If you have not worked with CyberSource to define a customized hierarchy, the values in the hierarchy drop-down will represent your merchant IDs. If your company has more than one hierarchy level, you may choose a particular level to see activity aggregated on a particular report. You can use either the Hierarchy Level or the Hierarchy ID field to choose the level you wish to view. The corresponding ID or level field will automatically be adjusted. Numerical identifier used to represent a hierarchy level. Date the transactions in this report were processed by CyberSource. Table 8 Chargeback & Representment Details Report Report Section Fields Original Capture Request ID CYBS MID Processor MID Hierarchy ID CYBS Exception ID Processor Case ID Case Amount Case Amount Currency CB Reason Code CB Reason Financial Impact Type Case Type CB Initiated Date Status Response Date Payment Method Request ID of the original transaction (sale or refund). CyberSource merchant ID. Merchant ID assigned by the processor. Hierarchy level of the chargeback transaction. Numerical identifier created by CyberSource to represent a unique chargeback, representment, or other exception. Processor-assigned case number. Amount of the chargeback. Chargeback currency code. Association chargeback reason code. Text description of the reason code. Debit, credit, or none. of the case type. The date that the chargeback was originated by the issuing bank. of the chargeback event status. Date by which item must be submitted to the chargeback processor to allow sufficient time for representment. Method of payment (Visa, MasterCard) that applies to the transaction. Merchant Account Reports User Guide June 2014 23

Table 8 Chargeback & Representment Details Report (Continued) Report Section Fields Account Suffix ARN Original Transaction Type Original Capture Trans Ref Number Original Merchant Ref Number CB Type Original Capture Amount Original Capture Currency Original Capture Submission Date Original Auth Trans Ref Number Original Authorization Date CB Exception Fee Amount CB Exception Fee Currency Issuer Message Text Funding Currency Case Amount Funding Currency Code First Name Last Name Last four digits of the consumer s account number. Association reference number. Original transaction type such as purchase or refund. CyberSource assigned transaction reference number for the original transaction capture. Merchant reference number of the original transaction. Case type as per the processor. Capture amount of the original transaction. Currency code of the original transaction. The submission date of the original transaction. Transaction reference number of the original authorization transaction. Authorization date of the original transaction. Amount of the chargeback exception fee. Currency code for the chargeback exception fee. Text message from the issuer explaining the reason for the chargeback or other exception. Case amount in merchant's funding currency. Funding currency code. Customer s first name. Customer s last name. Transfer Log Report The Transfer Log report lists all funds transfers posted to the bank account of a merchant entity for a particular date range. This report enables you to see the funds that have actually been posted to your bank account so that you can quickly and easily reconcile your bank statement or perform other cash management activities. The report defaults to the most current day for which information is available. Generating the Report To display the report directly on the Merchant Account Reports page, follow these steps: Merchant Account Reports User Guide June 2014 24

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 From the Hierarchy menu, select a hierarchy. The values in the hierarchy represent your merchant ID(s) and hierarchy ID. The hierarchy ID is the numerical identifier used to represent a hierarchy level. For more information on the hierarchy structure, see "Hierarchy," page 9. From the Report menu, select the Transfer Log report, or select All to generate all reports. From the Frequency menu, select Daily or Custom. Selecting Custom displays the Start Date field and End Date field, in which you enter the appropriate dates. Click Submit. A link to the report appears at the bottom of the screen. To view the report in the Web browser, click on the Transfer Log link at the bottom of the page, or click View. The report appears in the Web browser. To export the results in XML, CSV, XLS, or PDF formats, click the appropriate link. Note The report displays one currency per page in the Web browser and the PDF format. For example, page 1 displays the funds in USD and page 2 displays the funds in EUR. The XML, CSV, and XLS formats group the currencies together within the report. If viewed in a Web browser, the top of the report contains the fields for selecting the report criteria. You can select new criteria and click Submit to regenerate the report. Merchant Account Reports User Guide June 2014 25

Report Fields The table below describes each field in the Transfer Log Report. Table 9 Transfer Log Report Header Section Fields Hierarchy Hierarchy ID Start Date End Date Hierarchy represents your organization structure. If you have not worked with CyberSource to define a customized hierarchy, the values in the hierarchy drop-down will represent your merchant IDs. If your company has more than one hierarchy level, you may choose a particular level to see activity aggregated on a particular report. You can use either the Hierarchy Level or the Hierarchy ID field to choose the level you wish to view. The corresponding ID or level field will automatically be adjusted. Numerical identifier used to represent a hierarchy level. Start date of report. End date of report. Table 10 Transfer Log Report Report Section Fields Presentation Currency Funding Currency Transfer Reference Number Origination Date Processor MID CYBS MID Effective Date Amount Currency Code Type Hierarchy ID Masked DDA Routing Number Transfer Method Currency in which the original transactions were submitted by the merchant. Currency type of the funds that will be posted to your merchant bank account. Unique reference number for this fund transfer. Funding origination date. Merchant ID assigned by the processor. CyberSource merchant ID. Funding effective date; the date the funds should post to your bank account. Amount of the funds transfer. Currency code of the funds transfer. of events included in this funds transfer. Numerical identifier used to represent a hierarchy level. Bank account number to which the funds transfer will be deposited. For security purposes, all but the last 4 digits are masked. Routing number for the account to which the funds transfer will be deposited. Funds transfer method. Merchant Account Reports User Guide June 2014 26

Table 10 Acquirer Transfer Log Report (Continued) Name of the acquirer for the activity included in this funds transfer. Merchant Account Reports User Guide June 2014 27

Summary of Fees Report The Summary of Fees report provides a record of fees assessed for a merchant entity for a particular date range. This report includes only fees that impact funding during the reporting period. Fees displayed on this report are neither from proceeds nor collected through direct debit. Some fees may be included in a monthly statement for invoice or remittance. Generating the Report To display the report directly on the Merchant Account Reports page, follow these steps: Step 1 Step 2 Step 3 Step 4 Step 5 From the Hierarchy menu, select a hierarchy. The values in the hierarchy represent your merchant ID(s) and hierarchy ID. The hierarchy ID is the numerical identifier used to represent a hierarchy level. For more information on the hierarchy structure, see "Hierarchy," page 9. From the Report menu, select the Summary of Fees report, or select All to generate all reports. From the Frequency menu, select Daily or Custom. Selecting Custom displays the Start Date field and End Date field, in which you enter appropriate dates. Click Submit. A link to the report displays at the bottom of the page. To view the report in the Web browser, click the Summary of Fees link at the bottom of the page, or click View. The report appears in the Web browser. Step 6 To export the results in XML, CSV, XLS, or PDF formats, click the associated link. Note The report displays one currency per page in the Web browser and the PDF format. For example, page 1 displays the funds in USD and page 2 displays the funds in EUR. The XML, CSV, and XLS formats group the currencies together within the report. If viewed in a Web browser, the top of the report contains the fields for selecting the report criteria. You can select new criteria and click Submit to regenerate the report. Merchant Account Reports User Guide June 2014 28

Viewing Additional Information For detailed information about fee transactions, see "Purchase & Refund Details Report," page 15. Report Fields The table below describes each field in the Summary of Fees report. Table 11 Summary of Fees Report Header Section Fields Hierarchy Hierarchy ID Start Date End Date Hierarchy represents your organization structure. If you have not worked with CyberSource to define a customized hierarchy, the values in the hierarchy drop-down will represent your merchant IDs. If your company has more than one hierarchy level, you may choose a particular level to see activity aggregated on a particular report. You can use either the Hierarchy Level or the Hierarchy ID field to choose the level you wish to view. The corresponding ID or level field will automatically be adjusted. Numerical identifier used to represent a hierarchy level. Start date of report. End date of report. Table 12 Summary of Fees Report Report Section Fields Presentation Currency Funding Currency Fee Type Transaction Type Payment Method Card Type Fee Count Per Item Fee Currency in which the original transactions were submitted by the merchant Currency type of the funds that will be posted to your merchant bank account Category that describes the type of fee being assessed. Describes the original transaction type for which this fee is being assessed, such as purchase or refund. This field may be null for non-transaction based fees. Method of payment used in the original transaction MasterCard, Visa, Discover, American Express. Reference to the consumer card product type for the transactions for which this fee is being assessed. This field may be null for nontransaction based fees. of the fee being assessed. Number of transactions for which this fee was assessed. Fee amount applied per transaction or other billable event. Merchant Account Reports User Guide June 2014 29

Table 12 Summary of Fees Report (Continued) Report Section Fields Transaction Amount Percentage Fee Dues & Assessments Amount Total Fee Amount Total face value of the original transactions for which this fee is being assessed. This field may be null for non-transaction based fees. Fee calculated as a percentage of the transaction amount. Assessment fees paid to the card associations. Total amount of fees assessed. Merchant Account Reports User Guide June 2014 30

Retrieval Request Details Report A retrieval request is a request from an issuing bank for more information about a sale that occurred on a cardholder s account. The Retrieval Request Details report gives merchants the first indication that a chargeback may be forthcoming, and it provides the information necessary to respond to the retrieval request. The report includes all individual transaction details for retrieval requests that have been received including masked credit card number, amount, purchase date, method of payment, retrieval request date, respond-by date, and retrieval request reason so that the merchant can respond in a timely manner. If the merchant responds with the necessary information, a chargeback may be prevented. Retrieval requests are mailed to you directly from the processor; instructions on how to respond are included with each retrieval request. Generating the Report To display the report directly on the Merchant Account Reports page, follow these steps: Step 1 Step 2 Step 3 Step 4 Step 5 From the Hierarchy menu, select a hierarchy. The values in the hierarchy represent your merchant ID(s) and hierarchy ID. The hierarchy ID is the numerical identifier used to represent a hierarchy level. For more information on the hierarchy structure, see "Hierarchy," page 9. From the Report menu, select the Retrieval Request Detail report, or select All to generate all reports. From the Frequency menu, select Daily or Custom. Selecting Custom displays the Start Date field and End Date field, in which you enter appropriate dates. Click Submit. A link to the report displays at the bottom of the page. To view the report in the Web browser, click the Retrieval Request Detail link at the bottom of the page, or click View. The report displays in the Web browser. If viewed in a Web browser, the top of the report contains the fields for selecting the report criteria. You can select new criteria and click Submit to regenerate the report. Note The report displays one currency per page in the Web browser and the PDF format. For example, page 1 displays the funds in USD and page 2 displays the funds in EUR. The XML, CSV, and XLS formats group the currencies together within the report. Merchant Account Reports User Guide June 2014 31

Viewing Additional Information For detailed information on a transaction, click the Original Capture Request ID number in the report. The Transaction Search Details results appear for that transaction, as shown below. Below is the Payment Information section. The transaction details page can show many links for available follow-on actions, such as stand-alone credit, new order, re-authorize, re-authorize and settle, and view receipt. For information on the other follow-on actions, see the CyberSource Business Center User s Guide. Merchant Account Reports User Guide June 2014 32

For detailed information about a retrieval request, click the CYBS Exception ID number in the report. The Retrieval Request Case details display for that transaction, as shown below. For more information, see the Chargeback Management User s Guide. Report Fields The table below defines each field in the Retrieval Request Details report. Table 13 Retrieval Request Details Report Header Section Fields Hierarchy Hierarchy ID Hierarchy represents your organization structure. If you have not worked with CyberSource to define a customized hierarchy, the values in the hierarchy drop-down will represent your merchant IDs. If your company has more than one hierarchy level, you may choose a particular level to see activity aggregated on a particular report. You can use either the Hierarchy Level or the Hierarchy ID field to choose the level you wish to view. The corresponding ID or level field will automatically be adjusted. Numerical identifier used to represent a hierarchy level. Merchant Account Reports User Guide June 2014 33

Table 13 Retrieval Request Details Report (Continued) Header Section Fields Date Results Per Page Date the transactions in this report were processed by CyberSource. Number of transactions to display on the page. Table 14 Retrieval Request Details Report Report Section Fields Original Capture Request ID CYBS MID Processor MID Hierarchy ID CYBS Exception ID Processor Case ID Case Amount Case Amount Currency Reason Code Reason Retrieval CPD Status Response Date Payment Method Account Suffix ARN Original Transaction Type Original Capture Trans Ref Number Original Merchant Ref Number Original Capture Amount Original Capture Amount Currency Request ID of the original transaction (sale or refund). CyberSource merchant ID. Merchant ID assigned by the processor. Hierarchy level of the retrieval request transaction. Numerical identifier created by CyberSource to represent a specific retrieval request, chargeback, or other exception. Processor-assigned case number. Amount of the retrieval request. Retrieval currency code. Association retrieval request reason code. Text description of the reason code. The Central Processing Date, or origination date, of the retrieval request as per the card association (Visa or MasterCard). of the retrieval request event status. Date by which your response must be submitted to the processor. Method of payment (Visa, MasterCard) that applies to the transaction. Last four digits of the consumer s account number. 23-digit unique Association Reference Number that was assigned to the original transaction. Original transaction type - purchase or refund. CyberSource assigned transaction reference number for the original transaction capture. Merchant reference number of the original transaction. Capture amount of the original transaction. Currency code of the original transaction. Merchant Account Reports User Guide June 2014 34

Table 14 Retrieval Request Details Report (Continued) Report Section Fields Original Capture Submission Date Original Auth Trans Ref Number Original Auth Code Response Action Submission date of the original transaction. CyberSource assigned transaction reference number of the original authorization transaction. Authorization code assigned to the original transaction. Indicates whether a merchant needs to respond to the retrieval request (RESPOND) or whether it was auto-fulfilled (AUTO). Merchant Account Reports User Guide June 2014 35

Substitute Receipt When an issuing bank requests additional information about a retrieval request, you can provide a substitute receipt of the transaction in question. You can print this receipt, download it in PDF or TIFF format, or email a copy of the receipt. The information provided in the substitute receipt helps merchants respond to retrieval requests and prevent chargebacks. Below is a sample receipt. Merchant Account Reports User Guide June 2014 36

Chargeback Analysis Report The Chargeback Analysis report summarizes chargeback counts and amounts grouped by reason code and card type. This provides information necessary for merchants to analyze their chargebacks by reason code. Conducting this type of analysis often helps merchants to identify whether fraud or operational issues are causing certain chargebacks. By monitoring trends, merchants can attempt to limit their liability for chargebacks by changing procedures or order screening processes. In the report, each reason code is expressed as a percentage of the total chargeback volume to facilitate merchant business reviews. Chargebacks are mailed to you directly from the processor; instructions on how to respond are included with each chargeback. Generating the Report To display the report directly on the Merchant Account Reports page, follow these steps: Step 1 Step 2 Step 3 Step 4 Step 5 From the Hierarchy menu, select a hierarchy. The values in the hierarchy represent your merchant ID(s) and hierarchy ID. The hierarchy ID is the numerical identifier used to represent a hierarchy level. For more information on the hierarchy structure, see "Hierarchy," page 9 From the Report menu, select the Chargeback Analysis report, or select All to generate all reports. From the Frequency menu, select Daily or Custom. Selecting Custom displays the Start Date field and End Date field, in which you enter appropriate dates. Click Submit. A link to the report displays at the bottom of the page. To view the report in the Web browser, click the Chargeback Analysis link at the bottom of the page, or click View. The report displays in the Web browser. The pie chart provides a quick view of the Count Percentage and Amount Percentage per reason code. Below the pie chart, a table displays the fields in the report as shown below. Merchant Account Reports User Guide June 2014 37