Support Site Manual Completed (2016)

8/18/2019 Support Site Manual Completed (2016)

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Support Site User Guide

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Introduction..................................................................................2

Welcome Page...............................................................................3

Customers.....................................................................................4Entity Setups............................................................................................. 5Reps.......................................................................................................... 5-7Merchants................................................................................................8-24

Transactions................................................................................25

Rate Plans...................................................................................26ISO Rate Plans....................................................................................... 26-27Rep Rate Plans...........................................................................................28

Reports..................................................................................29-31Transaction Summaries.........................................................................3-35Pa!ment "etail Report...............................................................................36#re$it or Pa!ment Summar! %!Merchant&&&&&&&&&&&&&&&&&&&&&&&&&&&..37Merchant #re$it "etail................................................................................37

'ccount Status %! Merchant #re$it "etail Report......................................38PI( Return Re)uest Report......................................................................... 3*

+oi$ Top,p Re)uestReport&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&..4

Tools...........................................................................................41

elp............................................................................................42

Contact !s"#og $ut......................................................................43

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Introduction

Emida’s %upport %ite system is designed to provide “at a glance”information to ISOs and teir distri!ution cannel do"n to temercant level# $is document navigates te user troug te site"ile providing detailed descriptions of all features% including vie"ingand updating customer information and transaction and analysis

reporting#

Once an ISO as !een ena!led% te user can sign into te%upport %ite using an Emida provided U&' and te providedcredentials# $ype in te username and pass"ord% ten clic('ogin to enter te site#

)elcome *age

Once te user signs on to te Emida %upport %ite% tey +rst see teEmida Welcome ,ome- page#

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In addition to te option to cange teir pass"ord% several referencedocuments are provided# $o access te document re/uired% simplyclic( te yperlin( on te left# ocuments can !e +ltered !ycategory !y clic(ing on te ilter !y drop do"n#

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3ustomers

4cross te top of te page te user is given several di5erent options tocoose from% te +rst of "ic is Customers# 6y clic(ing on tisoption% te rest of te cain "ill appear so"ing7 4gents% Su!4gents%&epresentatives and 8ercants# 3lic( on te contact type desired to+nd tat speci+c entity# In te image !elo"% "e ave cosen

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Representati&es# Use te “:arro" &esults” searc option in cases"ere tere may !e a series of pages to go troug#

$e information so"n "ill !e te entity’s name as it appears in teEmida data!ase% te assigned id% te city% state and contact "itpone num!er# $o edit an entity% clic' on t(e entit) name# ,:ote teentity name lin( and te a!ility to 4dd;Edit &eps is only availa!le ifpermission is ena!led and only ISOs% 4gents% and Su!4gents can avetis permission ena!led# *lease contact your account manager toena!le permission#- To drill do*n to t(e ne+t le&el, clic' on t(emagni)ing glass icon on t(e ar rig(t.

$e ne


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ntit) %etups

Reps

Once te user clic(s te entity name lin(% tey "ill vie" te Rep/etail for tat speci+c rep# $e image !elo" so"s te typicalRep /etail page# )en signing in under te prepaid model% teuser "ill !e given te option to select a credit type of Prepaid and 0ppl) Pa)ment to"ards te rep’s credit line# $e image!elo" so"s a typical &ep etail page "en Prepaid is ena!ledas te credit type#

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3redit 'imit $e Credit #imit section allo"s te user to determine anamount tat is availa!le# If te entity as a credit type ofUnlimited% te Credit 0&ailale ield "ill list te availa!le credit

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4t te !ottom of te 0ppl) Pa)ment section% te user is a!le to ma(ete !pdate ,"ic ma(es te payment-% tey can ie* Creditistor) ,to so" all te payments for te rep- or tey can ie*Credit 0ssignment istor) ,to so" all payments for teir

mercants-# 4lso on te etail *age% te user can vie" companyinformation% address% and contact information% and $ime Bone set upfor te entity# $o edit rep information% te user must select dit RepIno ,see te image on te follo"ing page-# $is allo"s tem to editcontact information% address% and !an(ing information as "ell as terep $ime Bone and te 0ccount T)pe.

Once te information as !een updated% clic( te !pdate Rep !utton#

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8ercants

If te user "ould li(e to vie" teir mercants or add a ne" one% tey"ould clic( on te Customers category at te top of te page%follo"ed !y selecting erc(ants#

MR#/'(T "'S/0O'R" RPORT

In an e5ort to provide anoter tool for customer’s to manage teirprepaid !usiness% te Support Site as !een updated to include a ne"report called erc(ant /as(oard# $is report can !e run permercant and "ill give te user a /uic( snapsot of te mercant’s

Sales Dolume and :S 3ount information over a 20% >0% and C0 dayperiod# 4dditional information so"n includes7

646usiness :ame8ercant I&ep :ame&ep I8ercant 3redit $ype8ercant aily 3redit 'imit ,If te aily 3redit 'imit feature is ena!led-3redit 'imit 4mount3urrent 4vaila!le 3reditaily Sales 'imit ,If te aily 3redit 'imit feature is ena!led-

4vaila!le aily 3redit ,If te aily 3redit 'imit feature is ena!led-

/ere is ho1 to access the Merchant "ash%oar$

In te “8ercant” vie" from te “3ustomer” ta!% eac mercant no"so"s a “as!oard” icon ,- ne


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Once te user clic(s on a 8ercant as!oard icon% te as!oard&eport "ill appear and as mentioned% te user "ill see te SalesDolume and :S count and amount over te last 20% >0% and C0 dayperiod# ote7 8Prepaid Prepaid merc(ants *ill not s(o* an)%: inormation since %:s do not appl) to suc( entities; *e*ill s(o* 80 in t(e appropriate


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$e neone feature allo"s te user to cange tetime Jone for any entity ,4gent% Su!4gent% &ep% and 8ercant-and ten see te time Jone cange on transactions and reportsrun at te terminal level ,tis feature is not compati!le "it :uritand Ingenico terminals-# 'astly% determine "o sould receivenoti+cation regarding tis mercant set up and it 0dd e*erc(ant#

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ImportantK


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$e ne


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selection sould !e done !ased on te ISO rate plan only-# $euser must also select te Terminal T)pe#

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Terminal T)pe7 PC Terminal $nl)

If te user selects PC Terminal as te $erminal $ype% tey mustten select te Terminal ersion# $e latest version is *3 $erm.#0# $en% as mentioned% te user must enter a 3ler( :ame and3ler( 3ode# If tey do not ave a “cler( name%” tey may enter“default” in tat +eld# $en% tey must select te type of!randing tat is availa!le to tem via te PC Terminal ?randdrop do"n#

$e user ne


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inally% te ail oti


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Once te user clic(s a mercant’s name% tey "ill !e ta(en to teerc(ant /etail page# $is page "ill allo" te user to revie" tedetails for tat mercant% edit mercant information% or vie" mercantnotes# In addition to te contact information% te montly tresold%and te availa!le credit limit can !e managed# $e user can also seete terminals associated "it a given location#

6elo" is a sample of te erc(ant /etail page for Prepaid ISOs# $edetail page "ill appear "it te additional 0ppl) Pa)ment section#:ote% once an ISO is ena!led "it Prepaid% all e


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$o add credits to a mercant’s credit line% te user must apply apayment to"ards te mercant using te 0ppl) Pa)ment feature#

)itin te 0ppl) Pa)ment section% te user is a!le to ma(e paymentsas "ell as vie" te current availa!le !alance# In tis section tefollo"ing +elds are availa!le7

• *ayment $otal F payment amount

• 3ommission F eiter a percentage or value included in te

paymentH te commission type can !e selected using teradial !uttons ,te default is “3ommission !y *ercentage”-

• eposit ate F optional value related to te date tedeposit "as completedH te user can clic( on te calendaricon and select te date or input manually

• &efM F optional value related to te serial num!er or Igiven to te deposit

• 8ercant 3redit *ayment $ype @ optional value related tote type of payment tat is !eing applied to te mercantcredit lineH a note a!out te selected value can !e found

"en te user selects te ie* istor) feature• 3omments F optional comment a!out te payment

$e user is ten a!le to 0ppl) Pa)ment and ie* istor)%"ic so"s all te payments applied to te mercant#

:ote7 If te user mista(enly entered an incorrect amount in te*ayment $otal +eld or tey need to ma(e an adNustment or

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refund% tey can enter te dollar amount "it a minus sign in te*ayment $otal +eld and tat "ill su!tract tat amount from te

4vaila!le 3redit# 6elo" is a sample of o" to perform a negativepayment amount#

4t te top of te erc(ant /etail page is te dit erc(antIno and te ie* erc(ant otes features# 4lso% if permissionis ena!led% te user "ill see te 0dd erc(ant ote feature#

$o ie* erc(ant otes, enter te desired time frame and clic(%(o* Report to vie" te dates and users tat ave made updates tote mercant’s information# 6rief descriptions of te updates are also

listed#

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$o 0dd erc(ant otes ,if permission is ena!led-% clic( on te 0dderc(ant ote !utton and from tere% te user can enter notes

regarding tis particular mercant# :otes are ten saved for > monts# $e user can ten vie" added notes via te ie* erc(ant otes feature#

If te user selects%dit erc(ant Ino%tey may ma(eupdates to te salesrep% mercant

!usiness name% 64%4ccount $ype% $imeBone% address%contact information%!an(ing information% and add;edit a montly fee sales tresold for temercant’s terminals#

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4t te !ottom of te erc(ant /etail page is te Terminal section#

$e Terminal section provides te a!ility to dit Cler' Codes ,seeimage !elo"-# Enter a ne" cler( code and name ,optional- and clic(%umit to add a ne" cler( code# Simply cec( /elete to remove ane


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Going !ac( to te erc(ant /etail page and te Terminal section%clic( on ie* under Cler' Report# Enter te time frame desired andclic( %(o* Cler' Report to vie" te transactions !y cler( for a giventerminal#

&eturning to te ie* erc(ants page% te option to disa!le orcancel te terminal is availa!le# $erminals are disa!led for reasons li(e:Ss or to stop te terminal from transacting temporarily# 3ancelledterminals "ill disa!le a terminal in cases "ere te store is closing or iscanging providers# $o te far rigt "ill appear a “man” icon and a

dollar sym!ol#

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$e “man” icon "ill allo" for te user to edit te support site login andpass"ord credentials# ere% users can !e added or removed# :ote7Users can !e given access to add or edit support site logins% add orremove cler( codes% vie" *I: information% vie" terminal rates% andena!le $op Sellers on teir 8icro!ro"ser or *3 $erm .#0 terminals#Simply cec( te appropriate !o< to do so#

$e dollar sign allo"s users to pull tat speci+c mercant’stransactions for a selected date range#

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$ransactions

$e Support Site Transactions ta! is an easy "ay to vie" alltransactions during a speci+ed time frame# Enter a start and end dateor a $ransaction Id or *I: num!er as "ell as select eiter 4''mercants or a speci+c mercant and ten clic( %(o* Transactions#

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$e transaction num!er% terminal num!er% 64% mercant I% date oftransaction% city% county% cler(% reference% ref no% recarge value%

!alance% product description% control num!er% *I: num!er ,ifpermission is ena!led-% 43 ate ,if permission is ena!led- andtransaction type "ill !e presented# :ote7 credits are agged in redprint# $e user is given te option to do"nload te transactions into a3SD +le tat can !e converted to E


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&ate *lans

3lic( te Rate Plans ta! to vie" current ISO and &ep rate plans#

ISO Rate Plans

Select te rate plan you are interested in vie"ing from te drop do"nlist and clic( ie* Rate Plan#

$e name of te rate plan% te product% te product s(u ,or id- and tesplits assigned to te do"n line "ill appear# If permission is ena!led%te user can vie" te ot Products functionality# $is gives te userte option to select te ot products in order ,1. products ma


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An ISO user also has the ability to flter the Rate Plans an Agent, SubAgent, or Rep can view when they are creating

a terminal or a merchant. elow are instructions on howthe Rate Plan +isi%ilit! ilter wor!s.

1- 'og in as an ISO User# $en go to te Rate Plans section# 3lic( on 0ssign Rate Plans on te rigt andside#

.- Select &ate *lan and Entity

2- ou "ill ten see all te entities under tat &ate *lan

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9- If you deselect or select te cec( !o< across from te!usiness name;entity ten a %a&e C(anges !utton "illappear ne


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&ep &ate *lans

$e ISO also as te option to modify &ep &ate plans% delete e


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&eports

$e image on te follo"ing page so"s te Reports page from tePrepaid Prepaid Die"# $e Reports ta! can !e !ro(en into t"o

types of reporting7 Transactions and 0nal)sis#

Transactions Reporting includes $ransaction Summary !y 8ercant% $ransaction Summary !y 3ity% $ransaction Summary !y $erminal $ype%3ollections &eport% :on $ransaction !y $erminal% 3redit or *aymentSummary !y 8ercant or User% 8ercant 3redit etail% 4ccount Statusfor 8ercant 3redit etail% aily 'ia!ility &eport% *ayment eposits !y8ercant% and 8a


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$ransactions

Transaction %ummar) Reports can !e done !y 4gent% Su!4gent%&ep% 8ercant% 3ler(% 3ity% *one :um!er% 4mount% *roduct and $erminal# $ere is also an Error Summary &eport "ic provides apercentage ,and count- of transactions per product and;or permercant tat did not go troug successfully# 3lic( on te type ofreport re/uired# $e follo"ing pages provide samples of variousTransaction %ummar) Reports#

$ransaction summary reports include te follo"ing 3ommission 6rea(outs74dded ISOP ,te commission as listed on te rate plan for tat transaction-4dded 4gentP ,te commission as listed on te rate plan for tat transaction-

4dded Su! 4gentP ,te commission as listed on te rate plan for tattransaction-4dded &epP ,te commission as listed on te rate plan for tat transaction-

4dded 8ercantP ,te commission as listed on te rate plan fortat transaction-

6elo" is a sample of a $ransaction &eport along "it te “&ecarge”value details7

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4dditionally% commissions;transactions only are displayed for te 4gent;Su!4gent;

&ep user "o is re/uesting te information# $ey are not displayed for levels a!ovete current user or outside of teir ierarcy# inally% a user can only vie"commission information I tey are ena!led "it te 3ommission etails on

$ransactions &eports permission# Please contact )our 0ccount anager or t(ispermission.

$ransaction Summary !y 8ercant

$is report allo"s te user to vie" transactions for a selectedmercant or 4'' mercants# Enter in te desired date range to vie"te report#

$e results "ill appear in te format !elo" so"ing te 64 name% te4ddress information% 8ercant I% Qty of transactions sold% &ecargeDalue% te assigned splits for te do"n line% te 6alance ,or total ofproduct sold against te limit- and te 'imit ,or 3redit 'imit- for te

mercant% and lastly te 4vaila!le amount to sell !efore te ne


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$o vie" te actual products sold% clic( on te Rec(arge alue

yperlin(# $is "ill so" te transactions sold for tat mercant%including transaction num!er% terminal num!er;site I% mercant 64%mercant I% date% state% city% county% cler( name% reference num!er%amount% !alance% product s(u and product name% control num!er% *I:num!er and 43 date ,if permission ena!led- and transaction type#

$ransaction Summary !y 3ity

$is report allo"s customers to vie" all transactions !y cities "ereteir mercants are located and includes transaction summaryinformation ,city% /ty% recarge value% and total recarge-#

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Usersmayvie"te

details !eind eac transaction !y simply clic(ing on te Rec(argealue yperlin(#

$ransaction Summary !y $erminal $ype

$is report allo"s te user to vie" te mercants% products andterminals for a speci+c date range# $is "ill provide a !rea(do"n !y terminal type as so"n !elo"7

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$e user is a!le to do"nload te transactions as "ell as clic( onte Total yperlin( ,in !lue- to vie" te transactions tat ma(eup tat amount# $e generated report is so"n on te follo"ingpage#

*ayment etail &eport

$is report allo"s te user to vie" te payments applied to teselected level# $is report "ill so" you 'ogon Id% paymentapplied and prior availa!le credit# It is a do"nloada!le report andit can !e pulled out on speci+c date range#

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Select a date range and te entity ,all lo"er level entities "ill !eavaila!le-

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3redit or *ayment Summary !y 8ercant

$is report allo"s te user to vie" te credit or payment istoryfor speci+c mercants for a speci+ed time frame# $e user isa!le to see te location information% te total payments made tote account during te selected period as "ell as te totalamount#

3lic( on te Total yperlin( ,in !lue- to drill do"n and see tecredit or payment activity7

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8ercant 3redit etail

$is report allo"s te user to vie" te credit detail for a givenamount of time for a speci+c mercant# :ote7 4s te reportindicates% te detail is availa!le for C0 days#

4ccountStatus !y8ercant3redit etail&eport

$is reportso"s terelationsip!et"eensales andcommissionpayments# $e usercan vie"eaccommissionapplied to amercant!y transaction I and tis relationsip is so"n via . columns7

• Id7 epending on te ro" type ,Sale or *ayment-% tis columnas te id of te payment or te id of te transaction#

• *ayment Id7 $is column is +lled "it te id of a payment only"en te ro" type is sale and tere is a payment to temercant tat includes te commission of tat transaction#

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*I: &eturn &e/uest &eport

or te PI Return Re@uest Report% te user "ill !e given severaldi5erent searc criteria from "ic to coose# $ese include te daterange% te status of a re/uest% speci+c mercants or !y a speci+c casenum!er# Once te criteria are selected% simply clic( %earc(# See tesnapsot of te report re/uest interface on te follo"ing page#

$e generated report "ill so" te case num!er% date and time of tere/uest% te !usiness name% site Id% SLU% control num!er% productdescription% amount and te status of te re/uest# rom ere% te useris a!le to vie" more information !y eiter clic(ing te case num!erand;or te control num!er ,!ot are !lue yperlin(s-#

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$ransactionI

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If te user clic(s on te case num!er yperlin(% tey can vie" tereason for te re/uest and comments posted ,if any- regarding tereturn posted !y eiter Emida or te ISO depending on te productprovider#

If te user clic(s on te control num!er yperlin(% tey can vie" tetransaction Id% date and time of purcase and credit ,if applica!le-%!usiness name% site num!er% cler( code% amount and location#

$e follo"ing are status options for *I: returns7

Su%mitte$ @ $e re/uest as !een entered into te Emidasystem#Pen$in Reie1 @ $e re/uest as !een received and is in revie"!y Emida#ISO ollo1 ,p @ $e re/uest as !een received and is agged forISO follo" up#

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#re$ite$ @ Emida as credited te return% 43’d te ISO% andapplied te credit !ac( to te mercant#

ISO #re$ite$ @ $e ISO as credited te return and re/uested teamount !e 43’d !ac( to te mercant#Rechare$ @ Emida initially credited te return% o"ever% afterfurter revie"% it as !een determined tat te pin actually "asused and terefore% te mercant is ten “recarged” for teproduct purcase#Reecte$ @ $e re/uest as !een reNected for credit# urtere


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)en a searc is performed% te system "ill so" te user documentstat ave

elp $e elp ta! provides to te user additional tips and informationregarding te %upport %ite.

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3ontact Us

Contact Emida troug selecting tis ta! and entering in te preferredcontact metod and contact information along "it a message and tere/uest "ill !e routed to te appropriate department#

'og Out

3lic( te #og $ut ta! to log out of te %upport %ite#

Documents

Support Site Manual Completed (2016)