Quickstream WBC User Guide
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Westpac Banking Corporation ABN 33 007 457 141 Quickstream User Guide Document History Date Version Description 10-Apr-2007 10.0 User Guide for P&P v10.0 29-Apr-2008 2008.R1 Changed to Quickstream. Added QuickVoice, QuickWeb and user administration 01-Jul-2010 2010.R1 Added new Transaction Search and Pre-registered Cards functionality 19-Nov-2010 2010.R3 Added section on Transaction Refund Page 2 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream -3- User Guide Table of Contents 1 Introduction ..................................................................................................... 7 1.1 2 Security ............................................................................................................ 7 Basics ............................................................................................................... 8 2.1 How to login to Quickstream ............................................................................... 8 2.2 Forgotten your password .................................................................................... 9 2.3 Changing your password ................................................................................... 10 2.4 Security Questions ........................................................................................... 11 2.5 Navigating Quickstream .................................................................................... 12 3 Quick Reference ............................................................................................. 13 3.1 Customer Service Menu .................................................................................... 13 3.2 Queries and Reports Menu ................................................................................ 13 3.3 Administration Menu ........................................................................................ 13 4 QuickTerminal/QuickGateway Administration ................................................ 14 4.1 Credit Card Payment (QuickTerminal) ................................................................. 14 4.2 Printing Payment Receipts ................................................................................. 17 4.3 Emailing Payment Receipts ............................................................................... 17 4.4 Credit Card Refund........................................................................................... 19 4.5 C/C API Search ................................................................................................ 21 4.5.1 Search Criteria ........................................................................................... 22 4.5.2 Typical searches ......................................................................................... 24 Page 3 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream -4- 5 User Guide QuickWeb/QuickVoice Administration ............................................................ 26 5.1 Net/Phone Refund ............................................................................................ 26 5.2 Net/Phone Search ............................................................................................ 29 5.2.1 Search Criteria ........................................................................................... 30 5.2.2 Typical searches ......................................................................................... 31 5.3 6 Net/Phone DE Search ....................................................................................... 32 QuickBatch Administration ............................................................................. 33 6.1 Periodic Debits Search ...................................................................................... 33 6.1.1 7 Search Criteria ........................................................................................... 35 Quickstream Transaction search ..................................................................... 37 7.1 Transaction Search .......................................................................................... 37 7.1.1 7.2 Transaction Search Criteria .......................................................................... 41 Advanced Transaction Search ............................................................................ 43 7.2.1.1 Main Panel .............................................................................................. 43 7.2.1.2 Additional Search Option Panels ................................................................ 46 7.2.1.3 Selected Options Indicators ...................................................................... 47 7.2.1.4 Merchant Bank Accounts Panel .................................................................. 47 7.2.1.5 Transaction Source Panel .......................................................................... 48 7.2.1.6 Payment Instrument Panel ........................................................................ 49 7.2.1.7 Payment Method Panel ............................................................................. 49 7.2.1.8 Transaction Type Panel ............................................................................ 50 7.2.1.9 Transaction Status Panel .......................................................................... 51 7.2.1.10 The “Sort By” Panel.............................................................................. 51 7.2.1.11 To Perform an Advanced Search ............................................................ 52 Page 4 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream -5- 7.2.1.12 7.2.2 User Guide Sorting Transaction Results ................................................................... 53 Viewing Transaction Details ......................................................................... 54 7.2.2.1 Viewing Transaction Detail Options ............................................................ 54 7.2.2.2 Email Receipt to Customer ........................................................................ 57 7.2.2.3 Print Receipt ........................................................................................... 57 7.3 8 Transaction Refund .......................................................................................... 59 Pre-registered Accounts ................................................................................. 62 8.1 Adding pre-registered customer ......................................................................... 62 8.1.1 Add customer account ................................................................................ 63 8.2 Searching pre-registered customers ................................................................... 63 8.3 Updating pre-registered customers .................................................................... 64 8.3.1 Updating customer accounts ........................................................................ 66 8.3.2 Disabling customer accounts ........................................................................ 66 8.4 9 Expired Cards Report........................................................................................ 66 User Administration ........................................................................................ 66 9.1 Adding Users ................................................................................................... 66 9.2 Updating User Details ....................................................................................... 69 9.3 Disabling Users ................................................................................................ 73 9.4 Managing User Rights ....................................................................................... 74 10 Reconciliation ................................................................................................. 75 10.1 Reconciliation Email ......................................................................................... 75 10.2 Reconciliation Process ...................................................................................... 75 10.2.1 Reconciling QuickGateway Transactions ........................................................ 76 10.2.2 Reconciling QuickTerminal transactions ......................................................... 77 Page 5 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream -6- User Guide 10.2.3 Reconciling QuickVoice/QuickWeb transactions .............................................. 77 10.2.4 Reconciling QuickBatch Transactions ............................................................. 78 10.2.5 Credit Card Settlement Date vs. Transaction Date .......................................... 78 11 Support........................................................................................................... 79 Appendix A – Credit Card Response Codes ........................................................... 80 Appendix B – Direct Debit Response Codes .......................................................... 85 Appendix C – Accepted Browser Versions ............................................................ 86 Page 6 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream -7- 1 User Guide Introduction Westpac is utilising technology developed by our Qvalent subsidiary in conjunction with existing market leading transactional banking products to provide comprehensive receivables management solutions. This document provides a user guide to the Quickstream product features available to your business. Section 2 contains some basic information relevant to all users, in terms of how to login, how to change your password and basic navigation. Section 3 contains a quick reference section that provides a cross-reference between the Quickstream menu icons and the sections in this document that provide further details. The remaining sections are solution-based, i.e. functions that you would typically use together are grouped in the one section. This may include functions from multiple menu icons. 1.1 Security Qvalent treats security as a prime concern. As Qvalent is a 100% wholly owned subsidiary of the Westpac Banking Corporation, it must conform to all Westpac security policies. This is to ensure that the Customer‟s and Westpac‟s data is secure, the Quickstream administration uses 128-bit SSL encryption for all communications. To further enhance security, particular features may be turned on or off for individual users. Qvalent meets the standards for tier 1 PCIDSS (Payment Card Industry Data Security Standard) compliance. Page 7 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream -8- 2 2.1 User Guide Basics How to login to Quickstream All you need to access the Quickstream system is an Internet connection and a compatible browser such as Microsoft Internet Explorer or Firefox. The accepted versions are listed in Appendix C. To login to the Quickstream system, go to https://quickstream.westpac.com.au. This will display the following login screen: Enter the Login Name and Password that you have been previously provided with and click on sign in. The system will then log you in and display the functions available to you. If you are logging in for the first time, you may be asked to change your password before you can do anything else (refer to Section 2.3) If you cannot remember your password, refer to Section 2.2. Page 8 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream -9- User Guide If you enter your Login Name and/or Password incorrectly, an error will be displayed saying “Login Failed. If an incorrect password is entered 5 times then your account will be locked out. You can use the „Forgot Your Password‟ link to receive a reminder email”. If this occurs, please retry your User Name and Password, ensuring that you type it correctly. In particular, ensure that your Caps Lock key is not set as the password is case-sensitive. If your account is locked out please use the forgot password function to get a new password sent to you. 2.2 Forgotten your password If you cannot remember your password, click on the Forgot Your Password link on the login page. This will display a Forgot Password screen where you may enter your email address and security question/answer combination. An email will be sent to your email account containing the user name and password for the user registered with this email address. If you still cannot login, please send a fax request to Support on your company letterhead (see section 9 for contact details). Page 9 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 10 - 2.3 User Guide Changing your password If you are logging in for the first time, you will be asked to change your password. This will ensure that the password is something that may not be easily guessed by someone else and may be more easily remembered. You may also change your password at any time if you feel it may have been compromised or would like to change it to something more secure. Click on the Administration icon in the top navigation bar and then click on My Password. Enter your New Password, retype to confirm it and click on Save to complete the change. The new password will be effective the next time you login. Passwords are required to be a minimum of 8 characters and contain at least one numeric digit and at least one letter e.g. west7pac. This will ensure that the password is more difficult for others to guess. Also note that the password is case-sensitive (i.e. lower case „a‟ and upper case „A‟ are different). Page 10 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 11 - 2.4 User Guide Security Questions When you first login you will be asked to select 2 security questions and provide the answers. You will be required to answer these questions correctly to reset your password using the forgot password functionality. These security questions also allow support staff to prove your identity when required. Page 11 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 12 - 2.5 User Guide Navigating Quickstream After logging on, you will be presented with a top navigation bar that will vary based on the features made available to your account. All users have access to the Administration feature in order to change their own password. The following is an example of the top navigation bar that may be available. Some users will have a default function that will be automatically displayed after login; otherwise the Introduction page of the leftmost menu icon is displayed. To access a function, click on the appropriate menu icon in the top navigation bar (e.g. Administration). This will display a selection of functions available under this menu. To enter a particular function, you may either: Click on the tab to the right of the Introduction tab (e.g. My Password tab); or Click on the link shown further down on the page (e.g. My Password underlined link), preceding the description of the function. Click on either to access the function Click on the Logoff button to log off from Quickstream and exit the system. Page 12 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 13 - 3 User Guide Quick Reference This section provides a cross-reference between the actual Quickstream menu structure and the section of this document that refers to the function. 3.1 Customer Service Menu Function Credit Card Payment Credit Card Refund Net/Phone Refund 3.2 Queries and Reports Menu Function Credit Card API query Net/Phone Transaction Search Net/Phone DE Search Periodic Debits Search 3.3 Cross-reference Section 4.1 Section 4.2 Section 5.1 Cross-reference Section 4.5 Section 5.2 Section 5.3 Section 6.1 Administration Menu Function My Password Users and Privileges Cross-reference Section 2.3 Section 7 Page 13 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 14 - 4 User Guide QuickTerminal/QuickGateway Administration The QuickTerminal solution consists of a set of administration features that: Allow ad-hoc credit card payments to be made Allow refunds to be made against previously successful captures Provide searches and export of credit card transactions These online features may be used as a stand-alone solution or in conjunction with QuickGateway. Integration with the QuickGateway API (Application Programming Interface) allows your web site to accept credit card transactions online. A separate document is available for your web site developers to describe how to integrate with the API. Please speak with your Westpac relationship manager for further details. 4.1 Credit Card Payment (QuickTerminal) The Credit Card Payment function allows a credit card payment to be made by entering the required details on a screen. For those customers familiar with the QuickWeb solution, this differs from QuickWeb in that payments can only be initiated by authorised users with a valid login name/password rather than any internet users. The instructions on how to use this screen are as follows: 1. Enter the Credit Card Number, Expiry Date and Amount. The Card Verification Number is optional, but will be used if supplied to verify the card. Card Holder Name and Comment fields are optional but will be stored with the transaction for informational purposes. Most users will only have the Capture option enabled on this screen, so this will be selected by default. Click on the Make Payment button. See Figure 1 for an example of this screen. 2. If some required details are yet to be entered, a popup will be displayed indicating the missing items. Otherwise, the Confirmation page will be displayed. Please check these details carefully and click on the Previous button to go back to the previous screen if corrections need to be made. Click on Make Payment to process the transaction. 3. Receipt details will be shown with status of the transaction attempt. Please refer to Appendix A for a full list of response codes. Click on “Another credit card payment?” link to return to the payment screen or use the “Credit card payment” tab on the top of the page. Page 14 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 15 - User Guide Figure 1, Credit Card Payment screen The following additional points refer to this screen: Limits. In order to restrict the amount of transactions, minimum and maximum limits may be configured on request for your merchant. If a transaction request falls outside of these limits, an error will be returned. For example, a $10,000 maximum transaction limit may be configured for your merchant to reduce the risk associated with erroneous transactions conducted through the gateway. Duplicate transaction warning. If a user attempts to process a transaction for the same card and amount on the same day, a warning will be shown on the Confirmation page in red. The user may choose to continue processing the transaction if it is valid. Page 15 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 16 - User Guide Figure 2, Credit Card Payment receipt Page 16 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 17 - 4.2 User Guide Printing Payment Receipts Click on Print Receipt to display a printable receipt that may be printed and faxed to the customer if required. Figure 3, Print Credit Card Payment Receipt 4.3 Emailing Payment Receipts Enter the customer‟s email address in the send receipt email to field and click on the send button. You will see a pop-up window notifying you that the email has been sent successfully. Page 17 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 18 - User Guide Figure 4, Receipt email confirmation Dear Sir / Madam Westpac Present & Pay Payment Record ----------------------------------------------------------------------Merchant Information QVTEST Level 1, Stockland Wallsend, Wallsend, 2287 Ph: 1300 726 370 Fax: 02 4951 0055 Email: presentandpay@qvalent.com ----------------------------------------------------------------------Payment Information Page 18 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 19 - User Guide Receipt No: 24807436 Amount: $101.25 Date & Time: 07-MAY-2008 16:19:48 Comment: Qvalent payment *** APPROVED *** ----------------------------------------------------------------------Figure 5, Sample receipt email 4.4 Credit Card Refund The Credit Card Refund function allows a refund to be made against a previous capture. The refund may only be credited to the original card and only up to the amount of the original capture. Multiple refunds can be made against the one transaction provided the total of these refunds is less than the original capture amount. The instructions on how to use this screen are as follows: 1. Search for the original transaction using as much search criteria as available (i.e. amount, card number, date). Any successful, capture transactions that meet the search criteria will be shown. See figure 6 for an example of this. 2. Click on the “Refund” link next to the appropriate transaction. 3. A further screen will be shown (see figure 7) with the original transaction details and the refund amount defaulted to the original capture amount. Change this value if required to the appropriate refund amount and click on Submit. 4. The system will attempt to perform the refund. Checks are performed to ensure that the refund does not exceed the original capture amount. A receipt page is shown. Click on “Another credit card refund?” link to return to the payment screen. Click on Print Receipt to display a printable receipt that may be printed and faxed to the customer if required The following additional points refer to this screen: Refund exceeding original capture. If a refund transaction attempt would cause the total amount of refunds to exceed the original capture amount, the transaction will be rejected with a “Refund amount exceeds capture amount” error. Page 19 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 20 - User Guide Figure 6, Credit Card Refund Transaction Search Page 20 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 21 - User Guide Figure 7, Credit Card Refund screen 4.5 C/C API Search The Credit Card API (C/C API) query interface is provided to search for credit card transactions and export to an application such as Excel. Although this is called the “C/C API” search, it is used to find both P&P Cards API and Admin (i.e. using the web-based screens in the previous sections) transactions. To conduct a search: Enter or select appropriate values in the search criteria fields. Note: in order for queries to be run as quickly as possible, it is important that the range of Payment Dates to search within is set to as small a period as possible. That is, if the day of the transaction is known or thereabouts, then enter the date range so that the query will return the result more quickly. Click on Search to execute the search. Page 21 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 22 - User Guide After results are displayed, click on the Export button to save a CSV (Comma Separated Value) file containing the displayed transactions or to open the file directly into an application such as Microsoft Excel. An example of this search is shown in the following screenshot. Figure 8, C/C API Search 4.5.1 Search Criteria An explanation of the fields is included in the following table. Field Description Source This will either have “Admin” for captures/refunds performed via the screens or “API” for transactions performed via the API. Merchant A/C This will provide a dropdown of merchant accounts to search within. For customers with a single merchant account, this will default to your only value. Page 22 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 23 - Order/Receipt No. User Guide This is either: Order number provided via the API call; or Quickstream generated order number for Admin transactions. Clicking on the Order No. in the results will view the transaction details, the same as clicking the View link. Type Capture or Refund Card No. To search for a transaction against a particular card, enter up to the last 3 digits of the card to find any such transactions. Clicking on the card number in the results will display the first six and last three digits of the card as well as the supplied expiry date and cardholder name if applicable. If supplied, the Card Verification Number will only show the number of digits (as asterisks) but not the actual value. The full card number is not shown on the screen or exports for privacy and security purposes. Scheme The card scheme search may be useful when reconciling transactions for a particular card scheme. Amount Enter the amount of the transaction if known. Payment Date The Payment Date, also known as Settlement Date, corresponds with the settlement date returned from the financial institution after processing the transaction. Refer to Section 8.2.5 for more details. When searching, you may either select one of the quick date searches (e.g. Today, Yesterday, etc) or enter a specific date range. If anything is entered into the date range fields, they will be used in preference to the dropdown value. Transaction Date/Time The Transaction Date/Time is the actual timestamp of the transaction attempt. This may show a different date to the Payment Date (see Section 8.2.5 for more details). This date is not available to search on but is shown on the results and in the export. Return Code The Return Code is the response from the credit card gateway. A full list of these is provided in Appendix A – Page 23 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 24 - User Guide Credit Card Response Codes. Click on the Return Code in the results for a description. Also, the Summary drop-down allows a search on any transactions where the Return Code was within one of the Summary Response groups. These groups are also listed in Appendix A, however they are: 0 – App = Transaction Approved 1 – Dec = Transaction Declined 2 – Err = Transaction Erred 3 – Rej = Transaction Rejected For example, select “0 – App” in the dropdown to only find transactions that have worked successfully. This is particularly useful when performing bank reconciliation. Allocation Fields 4.5.2 The Allocation Fields search is provided for future expansion planned to the API and Admin screens. Currently, if a comment is entered on the Admin screen, it will be searchable via this field, displayed on the transaction detail screen as an Allocation Field and included in the Export. Typical searches The user may enter various search criteria to find required transactions. These criteria may be combined to easily achieve answers to complex queries. For example, to find all approved AMEX transactions from yesterday, select: Scheme “AMEX” Summary “0-App” Payment Date “Yesterday” and click on Search. Another example is that a customer calls to query a particular transaction. You should be able to obtain an approximate date, card number and amount from the customer. To find the transaction, enter: Last 3 digits of card number Amount of transaction Page 24 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 25 - User Guide Approximate date range into Payment Date fields and click on Search. If the transaction still cannot be found, try extending the date range by a day or two either side. The system will store the last 220 days of transactions only to ensure that the system maintains its current performance levels. Page 25 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 26 - 5 User Guide QuickWeb/QuickVoice Administration Customers using the QuickWeb and QuickVoice solutions can use the Quickstream administration screens to report on payments and refund payments when necessary. 5.1 Net/Phone Refund The Net/Phone Refund function allows a refund to be made via a screen against a previous capture. The refund may only be credited to the original card and only up to the amount of the original capture. The instructions on how to use this screen are as follows: 1. Search for the original transaction using all of the search criteria available (i.e. amount, card number, date). Any successful, capture transactions that meet the search criteria will be shown. See Figure 9 for an example of this. 2. Click on the “Refund” link next to the appropriate transaction. 3. A further screen will be shown (see Figure 10) with the original transaction details and the refund amount defaulting to the original capture amount. Change this value if required to the appropriate refund amount and click on Submit. 4. The system will attempt to perform the refund. Checks are performed to ensure that the refund does not exceed the original capture amount. A receipt page is shown. Click on “Another credit card refund?” link to return to the payment screen. Click on Print Receipt to display a printable receipt that may be printed and faxed to the customer if required Page 26 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 27 - User Guide Figure 9, Net/Phone Refund Transaction Search Page 27 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 28 - User Guide Figure 10, Net/Phone Refund screen The following additional points refer to this screen: Refund exceeding original capture. If a refund transaction attempt would cause the total amount of refunds to exceed the original capture amount, the transaction will be rejected with a “Refund amount exceeds capture amount” error. Page 28 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 29 - 5.2 User Guide Net/Phone Search The QuickWeb/QuickVoice query interface is provided to search for credit card transactions and export to an application such as Excel. To conduct a search: Enter or select appropriate values in the search criteria fields. Note: in order for queries to be run as quickly as possible, it is important that the range of Payment Dates to search within is set to as small a period as possible. That is, if the day of the transaction is known or thereabouts, then enter the date range so that the query will return the result more quickly. Click on Search to execute the search. After results are displayed, click on the Export button to save a file containing the displayed transactions or to open the file directly into an application such as Microsoft Excel. An example of this search is shown in the following screenshot. Figure 11, Net/Phone Search Page 29 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 30 - 5.2.1 User Guide Search Criteria An explanation of the fields is included in the following table. Field Description Merchant This will provide a dropdown of merchant accounts to search within. For customers with a single merchant account, this will default to your only value. Source Net (QuickWeb) or phone (QuickVoice) Customer Number This is the customer reference number of your QuickVoice/QuickWeb payments. Receipt Number Quickstream generated reference number for QuickVoice/QuickWeb transactions. Payment Method Card Scheme of the credit card used for payment e.g. Visa, MasterCard, American Express Card No. To search for a transaction against a particular card, enter up to the last 3 digits of the card to find any such transactions. Clicking on the card number in the results will display the first six and last three digits of the card as well as the supplied expiry date and cardholder name if applicable. If supplied, the Card Verification Number will only show the number of digits (as asterisks) but not the actual value. The full card number is not shown on the screen or exports for privacy and security purposes. Amount Enter the amount of the transaction if known. Currency Currency of the transaction (AUD or NZD) Type Capture (payment) or refund. Payment Date The Payment Date, also known as Settlement Date, corresponds with the settlement date returned from the financial institution after processing the transaction. Refer to Section 8.2.5 for more details. When searching, you may either select one of the quick date searches (e.g. Today, Yesterday, etc) or enter a specific date range. If anything is entered into the date range fields, they will be used in preference to the Page 30 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 31 - User Guide dropdown value. Return Code The Return Code is the response from the credit card gateway. A full list of these is provided in Appendix A – Credit Card Response Codes. Click on the Return Code in the results for a description. Also, the Summary drop-down allows a search on any transactions where the Return Code was within one of the Summary Response groups. These groups are also listed in Appendix A, however they are: 0 – App = Transaction Approved 1 – Dec = Transaction Declined 2 – Err = Transaction Erred 3 – Rej = Transaction Rejected For example, select “0 – App” in the dropdown to only find transactions that have worked successfully. This is particularly useful when performing bank reconciliation. 5.2.2 Typical searches The user may enter various search criteria to find required transactions. These criteria may be combined to easily achieve answers to complex queries. For example, to find all approved AMEX transactions from yesterday, select: Scheme “AMEX” Summary “0-App” Payment Date “Yesterday” and click on Search. Another example is that a customer calls to query a particular transaction. You should be able to obtain an approximate date, card number and amount from the customer. To find the transaction, enter: Last 3 digits of card number Amount of transaction Approximate date range into Payment Date fields Page 31 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 32 - User Guide and click on Search. If the transaction still cannot be found, try extending the date range by a day or two either side. The system will store the last 220 days of transactions only to ensure that the system maintains its current performance levels. 5.3 Net/Phone DE Search The Net/Phone Search allows you to search for direct debit transactions made via QuickVoice or QuickWeb. To conduct a search: Enter or select appropriate values in the search criteria fields. Note: in order for queries to be run as quickly as possible, it is important that the range of Payment Dates to search within is set to as small a period as possible. That is, if the day of the transaction is known or thereabouts, then enter the date range so that the query will return the result more quickly. Click on Search to execute the search. Figure 12, Net/Phone DE Search Page 32 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 33 - User Guide Field Description Customer Number This is the customer reference number of your QuickVoice/QuickWeb payments. Receipt Number Quickstream generated reference number for QuickVoice/QuickWeb transactions. Payment Method Card Scheme of the credit card used for payment e.g. Visa, MasterCard, American Express Amount Enter the amount of the transaction if known. Currency Currency of the transaction (AUD or NZD) Type Capture (payment) or refund. Payment Date The Payment Date, also known as Settlement Date, corresponds with the settlement date returned from the financial institution after processing the transaction. Refer to Section 8.2.5 for more details. When searching, you may either select one of the quick date searches (e.g. Today, Yesterday, etc) or enter a specific date range. If anything is entered into the date range fields, they will be used in preference to the dropdown value. Return Code 6 The Return Code is the response from the credit card gateway. A full list of these is provided in Appendix A – Credit Card Response Codes. Click on the Return Code in the results for a description. QuickBatch Administration 6.1 Periodic Debits Search The Periodic Debits query interface is provided to search for credit card and direct debit transactions. To conduct a search: Enter or select appropriate values in the search criteria fields. Note: in order for queries to be run as quickly as possible, it is important that the range of Payment Dates to search within is set to as small a period as possible. That is, if the day of Page 33 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 34 - User Guide the transaction is known or thereabouts, then enter the date range so that the query will return the result more quickly. Click on Search to execute the search. An example of this search is shown in the following screenshot. Figure 13, Periodic Debits Search Page 34 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 35 - 6.1.1 User Guide Search Criteria An explanation of the fields is included in the following table. Field Description Batch Number The unique identifier of the batch containing the transaction Batch Entry Number The reference number of the transaction Payment Method CC (credit card) or DD (Direct debit) Return Code The Return Code is the response from the credit card gateway. A full list of these is provided in Appendix A – Credit Card Response Codes. Click on the Return Code in the results for a description. Also, the Summary drop-down allows a search on any transactions where the Return Code was within one of the Summary Response groups. These groups are also listed in Appendix A, however they are: 0 – App = Transaction Approved 1 – Dec = Transaction Declined 2 – Err = Transaction Erred 3 – Rej = Transaction Rejected For example, select “0 – App” in the dropdown to only find transactions that have worked successfully. This is particularly useful when performing bank reconciliation. Amount Enter the amount of the transaction if known. Account To search for a transaction against a particular card, enter up to the last 3 digits of the card to find any such transactions. Clicking on the card number in the results will display the first six and last three digits of the card as well as the supplied expiry date and cardholder name if applicable. If supplied, the Card Verification Number will only show the number of digits (as asterisks) but not the actual value. Page 35 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 36 - User Guide The full card number is not shown on the screen or exports for privacy and security purposes. For direct debit customers the account alias can be entered. The account alias can be found in the buyer administration pages for customers that have this functionality. Customer number The customer identifier for the transaction. Payment Date The Payment Date, also known as Settlement Date, corresponds with the settlement date returned from the financial institution after processing the transaction. Refer to Section 0 for more details. When searching, you may either select one of the quick date searches (e.g. Today, Yesterday, etc) or enter a specific date range. If anything is entered into the date range fields, they will be used in preference to the dropdown value. Bank Reference The identifier for a direct debit transaction once it hits Westpac. For credit card transactions the Quickstream assigned reference is displayed. Page 36 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 37 - 7 User Guide Quickstream Transaction search 7.1 Transaction Search The Transaction Search screen has three panels which allow you to search for transactions based on the information that you have available: Date: The Settlement Date is the actual date on which the transaction was banked with Westpac. Customer and Receipt Number: Identifies a single transaction based on a unique customer number or the receipt number. Card Details: Return transactions specific to the actual card entered. About the Search Buttons Please note that the search buttons on each panel are independent of each other. This means that when you click on a button that only the criteria entered in that panel will be used for that search. In effect, this means that there are three separate search panels on the one screen. Figure 14, Search on Settlement Date or Merchant Select one or more of the above criteria to locate: All transactions received on a specific date, All transactions related to merchant account on a specific date, All transactions from a particular source (i.e. Payment Channel) on a specific date. Then click the Search button in that panel. Page 37 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 38 - User Guide Any combination of the above may be entered; however there must be a date if you use this panel. Additionally, if you enter conflicting criteria (e.g. Merchant = BPAY, Transaction Source = QuickCapture) into a panel and then click the search button (for that panel), the search will return NO RESULTS. Figure 15, Search on Customer or Receipt Number Enter either or both of the above criteria to locate: All transactions in relation to a specific customer A specific transaction (i.e. receipt number supplied). Then click the Search button in that panel. Figure 16, Search on Credit Card Number and/or Amount Enter either or both of the above criteria to locate: All transactions in relation to a specific credit card, A specific credit card transaction matching the specified amount. Page 38 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 39 - User Guide Figure 17, Transactions List (example) Field Description Business The supplier business that the transaction was made against. Source The payment method\source via which the transaction was received into Quickstream. Page 39 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 40 - User Guide Field Description Receipt Number The Receipt Number is generated according to transaction source, and will differ slightly for each: For Credit Card transactions, the value of the Westpac /Qvalent Transaction ID and the Receipt Number is the same. For Cheque payments, the receipt number is the actual cheque number. For EFT payments, the receipt number that the customer will receive is provided by each customer‟s internet banking system. This value is not passed through to Westpac. Westpac instead, will provide a Lodgement Reference for EFT payments. For BPAY, Westpac will receive a payment reference number, but this will not necessarily be the receipt number that the customer receives from their internet banking/BPAY service. ALSO NOTE: Other than credit card transactions, the uniquely generated Westpac /Qvalent Transaction ID is separate to the Receipt Number. Division Code If your business has been setup in Quickstream to use multiple divisions, you can filter the transactions by entering the appropriate division code. Customer Code Unique customer identifier Amount The amount of the transaction Transaction Date/Time System Timestamp for transaction. Status The current status of the transaction. Transactions List Transport Buttons Page 40 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 41 - User Guide When the search results are displayed, there are four transport buttons which function as follows: Show transaction details for the selected transaction. Download the transaction details in spreadsheet format* Note that where there are multiple QuickMatch transactions found, the report will include details for ALL matches returned by the search (not just the transaction currently selected on screen, or the transactions currently displayed). Return to the search screen in the state that you left it. Return to search screen with all previous selections cleared. * NOTE: In the case of large volumes of matches, Quickstream will display a maximum of 1,000 results, and the system will return a maximum of 100,000. If the number of results > 1,000 they will be printed in total if you Export the data to a file. 7.1.1 Transaction Search Criteria The definitions for each field on the transaction panels are as follows: Field Description Settlement Date This is the date on which payment was banked by Westpac. NOTE: This will only be a business banking day i.e. a customer can make a payment on a Saturday, but the settlement date will be the next banking day. In the case of cheque dishonours, the Settlement Date will be the date on which Westpac received the cheque dishonour. Page 41 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 42 - User Guide Field Description Merchant (A/C) This field contains a drop down list of all accounts into which payments are credited upon receipt/processing. These are the actual Merchant ID‟s used by Quickstream for transaction processing. Transaction Source This indicates the channel through which the transaction was received into Quickstream. This will be either one of the Quickstream applications or the BPAY channel. Customer Number Unique customer identifier. Receipt Number The Receipt Number is generated according to transaction source, and will differ slightly for each: For Credit Card transactions, the value of the Westpac /Qvalent Payment ID and the Receipt Number is the same. For Cheque payments, the receipt number is the actual cheque number. For EFT payments, the receipt number that the customer will receive is provided by each customer‟s internet banking system. This value is not passed through to Westpac. Westpac instead, will provide a Lodgement Reference. For BPAY, Westpac will receive a payment reference number, but this will not necessarily be the receipt number that the customer receives from their internet banking/BPAY service. ALSO NOTE: Other than credit card payments, the uniquely generated Westpac /Qvalent Payment ID is separate to the Receipt Number. Card Number The number of the credit card (where applicable). Amount (Inc surcharge) The gross payment amount receipted for the transaction. Page 42 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 43 - User Guide As was previously mentioned, if you enter conflicting criteria (e.g. Merchant = BPAY, Transaction Source = QuickCapture) into any single panel on the screen and then click search, the search will return NO RESULTS. 7.2 Advanced Transaction Search The Advanced Transaction Search screen has eight panels which allow you to perform a more extensive search for transactions based on more specific information as available. Unlike the Transaction Search dialog, all parameters selected will affect the results displayed (i.e. the details selected on all panels are included in the search). There are a number of panels (in addition to the main panel) which allow you to refine the search in various ways. Note that by default, all options on these panels are selected, so in order to filter out unwanted criteria, they must be manually deselected. 7.2.1.1 Main Panel Figure 18, Advanced Search Main Panel Page 43 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 44 - User Guide Field Description Settlement Date This is the date on which payment was banked by Westpac. NOTE: This will only be a business banking day i.e. a customer can make a payment on a Saturday, but the settlement date will be the next working day. In the case of cheque dishonours, the Settlement Date will be the date on which Westpac received the cheque dishonour. Transaction Date This is the date on which transaction was made by the customer. Note: This can be any date of the year, regardless of weekends or public holidays. Customer Name This is the name associated with the customer (e.g. Telecom, Coles Myer, etc). NOTE: The search engine will only search from left to right, so if for example, you wish to search for the name BHP, then that is what you should enter. If however you wish to search for „Newcastle – BHP‟ you need to enter „NEW…‟ etc, etc. The point is; that to enter BHP only in this instance the search will not locate “Newcastle – BHP”. The same applies to full name searches for customer accounts with personal naming conventions. If you wish to search for „Susan Jones‟ you cannot enter „Jones‟ only. Reference Number Depending on the transaction type, this field is: The Cheque Number for QuickCapture transactions The EFT Narrative entered for OSBSB transactions The Payment Reference for BPAY Qvalent generated reference for QuickWeb and QuickVoice Page 44 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 45 - User Guide Field Description Customer Number Unique customer identifier. Division Code The division within the supplier business (if used) Receipt Number The Receipt Number is generated according to transaction source, and will differ slightly for each: For Credit Card transactions, the value of the Westpac /Qvalent Payment ID and the Receipt Number is the same. For Cheque payments, the receipt number is the actual cheque number. For EFT payments, the receipt number that the customer will receive is provided by each customer‟s internet banking system. This value is not passed through to Westpac. Westpac instead, will provide a Lodgement Reference. For BPAY, Westpac will receive a payment reference number, but this will not necessarily be the receipt number that the customer receives from their internet banking/BPAY service. ALSO NOTE: Other than credit card payments, the uniquely generated Westpac / Qvalent Payment ID is separate to the Receipt Number. Transaction Amount* The total amount for the transaction (not including credit card surcharge). * Between / And Fields To search for an exact amount, enter the amount in both fields. (Optional) To search for an amount between a specific range, enter the low and high amounts (e.g. between $500 and $1500). Page 45 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 46 - User Guide Field Description Transaction Status Code These are the actual response codes which are sent to Quickstream from the banks (e.g. if it‟s a credit card transaction Quickstream receives a two-digit response code). Most of these codes relate to declined payment reasons. See appendix A and B for a full list of codes and descriptions. 7.2.1.2 Additional Search Option Panels In additional to the main panel, there are a number of options which allow you to refine the search to a very specific set of criteria. Using various combinations of options you can perform virtually any query you can think of. These options are described in the following sub-sections. Figure 19, Advanced Search screen options The initial state of the remaining panels is „collapsed‟. To expand any of these click on the Show button for the group of options required. By default, all entries on each panel are selected, so the purpose of each panel therefore becomes to reduce the number of options to be included in the search if necessary. Each panel has a standard set of transport buttons which provide simple display/select functionality. Page 46 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 47 - User Guide Collapse the panel. All selections will apply to the search upon execute. Select all listed accounts, transaction source, payment methods, etc. By default all entries are selected. Deselect all listed accounts, transaction source, payment methods, etc. 7.2.1.3 Selected Options Indicators When you are conducting an Advanced Search, the additional options tabs (in their unexpanded state) will indicate which option on each tab has been selected. As mentioned, all options are selected by default and the purpose of these tabs is to allow you to filter out unwanted transaction parameters from search results. Figure 20, Selected Options (example) The example shown indicates that all Merchant Accounts are selected, that QuickCapture and QuickMatch transactions ONLY will be included in the search, and so on. 7.2.1.4 Merchant Bank Accounts Panel This panel provides a list of all merchant bank accounts on the system. You can select/deselect any combination of these to be included/excluded from the search. This panel would be useful when searching for a particular transaction(s) that the user knows went through a particular merchant. For example, we can show all transactions for a specific date for the merchant in order to try to resolve a reconciliation issue between a CAF and a bank statement. Page 47 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 48 - User Guide Figure 21, Merchant Bank Accounts panel (example) 7.2.1.5 Transaction Source Panel This panel provides a list of all transaction applications on the system from which the various transaction types originate. You can select/deselect any combination of these to be included/excluded from the search. Figure 22, Transaction Source panel Transaction Source Description QuickCapture All cheque transactions (and remittance advices) come through this stream. QuickBatch All credit card and direct debit transactions that were processed in a batch file. QuickVoice All credit card transactions made by phone come through this stream. Page 48 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 49 - User Guide QuickWeb All credit card transactions made online come through this stream. QuickMatch All EFT and BPAY transactions. BPAY All BPAY transactions come through this stream. 7.2.1.6 Payment Instrument Panel This panel allows searching by any payment instruments that are enabled for your company. The payment instrument refers to the channel Qvalent uses to process the payment with Westpac. Figure 23, Payment Instrument panel 7.2.1.7 Payment Method Panel This panel provides a list of all payment methods on the system from which transactions originate. You can select/deselect any combination of these to specify which payments are to be included/excluded from the search. An example use of this panel would be to view all AMEX transactions for a particular day. Figure 24, Payment Method panel Page 49 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 50 - User Guide Transaction Source Description Print/Locked Box BPAY and QuickCapture transactions. NOTE: If you wish to filter the search on EITHER BPAY or Cheque transactions, use the Transaction Source panel. ERP/Direct Credit EFT transactions. Credit Card Select this and use in conjunction with the Card Scheme options as required. Card Number Enter a card number to refine the search. Card Scheme Select /Deselect options to filter the search as required. 7.2.1.8 Transaction Type Panel This panel allows searching based on the type of transaction that was attempted. Transaction Type Description Capture Taking funds from the customer‟s credit card or bank account Refund Returning funds to the customer‟s credit card or bank account Authorisation Reserving funds on a customer‟s credit card to claim at a later date. Figure 25, Transaction Type panel Page 50 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 51 - 7.2.1.9 User Guide Transaction Status Panel This panel provides the ability to filter the transaction search by Status. You can select/deselect any combination of these to be included/excluded from the search. Figure 26, Transaction Status panel Field Description Approved The transaction has been fully processed. Approved* (Direct Debit only) In the case of Direct Debit transactions, there is a possibility that the bank can decline for up to three working days subsequent to original approval. Declined The transaction was declined. This will be either: cheque dishonour declined credit card payment (e.g. card reported lost or stolen) Pending Transactions that are yet to be sent to the banking system. Voided The transaction was voided before it was sent into the banking system. 7.2.1.10 The “Sort By” Panel The last panel on the Advanced Search dialog is the Sort By panel which allows you to further structure the search with a standard query sorting tool. Page 51 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 52 - User Guide Figure 27, Sort By panel Choose either category and specify whether to display results in ascending or descending order. Figure 28, Further sorting options 7.2.1.11 To Perform an Advanced Search When all search parameters have been entered, click the Search button at the bottom of the dialog and all matching entries will be displayed. NOTE: The List of Transactions screen is common for the Transaction and Advanced Transaction search functions. Page 52 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 53 - User Guide Figure 29, Transaction Search reults (example) 7.2.1.12 Sorting Transaction Results To sort the list, select the sorting options as required and then hit the Sort button (See section 7.2.1.10 for sorting options) Page 53 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 54 - 7.2.2 User Guide Viewing Transaction Details Initially, a Transaction Search in Quickstream - either standard or advanced - will return a list of matching transactions, as shown in the example. Figure 30, Transaction Details list (example) From this list the user can select the transaction whose details they wish to view. 7.2.2.1 Viewing Transaction Detail Options To view the details for a specific transaction: Click on the radio button to the left of the transaction to select it Click View Details. Alternatively, click on the Receipt Number for that transaction. Either method will display the details for the transaction selected Page 54 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 55 - User Guide You can return to the list at anytime using the Back to Search button. Figure 31, Transaction Detail (example) Field Description Division Code Division within the supplier business (if used) Customer Name The name of the customer who initiated the transaction Order Number In the case of cheque transactions, this is the Cheque Number. In the case of EFT transactions, this is the „Comment‟ text that the user has the option to enter when they make transaction. NOTE: Does not apply to credit card or BPAY. Envelope This is the envelope ID. Click on this to go to the Envelope Details if applicable to your solution. Page 55 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 56 - User Guide Field Description Transaction Source This indicates the channel through which the transaction was received into Quickstream. This will be either one of the Quickstream applications or the BPAY channel. Transaction Amount The total amount for the transaction. Where a payment has been split over multiple invoices, this will be the Total Amount paid. NOTE: The credit card surcharge is NOT included in the amount. Transaction Date/Time This timestamp for the original transaction. This is the original date/time that the transaction was received, and does not change. User System User ID You Bank Account Credit card transactions only. This is the merchant account that was used. Settlement Date This is the date on which payment was banked by Westpac. Note: This will only be a business banking day i.e. a customer can make a payment on a Saturday, but the settlement date will be the next working day. Status For a list of Transaction Status and definitions, see Appendix A and B Page 56 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 57 - User Guide Field Description Receipt Number The Receipt Number is generated according to transaction source, and will differ slightly for each: For Credit Card transactions, the value of the Westpac /Qvalent Payment ID and the Receipt Number is the same. For Cheque payments, the receipt number is the actual cheque number. For EFT payments, the receipt number that the customer will receive is provided by each customer‟s internet banking system. This value is not passed through to Westpac. Westpac instead, will provide a Lodgement Reference for EFT payments. For BPAY, Westpac will receive a payment reference number, but this will not necessarily be the receipt number that the customer receives from their internet banking/BPAY service. ALSO NOTE: Other than credit card transactions, the uniquely generated Westpac /Qvalent Payment ID is separate to the Receipt Number. 7.2.2.2 Email Receipt to Customer To email a copy of the transaction details/receipt to a customer enter the Email Address and click Send. Figure 32, Email Receipt to Customer fields 7.2.2.3 Print Receipt Page 57 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 58 - User Guide Quickstream allows you to print a hard copy of the transaction details/receipt as required. The on screen prompts will provide a print preview and guide you to select the printer as required. Just click Print Receipt. Figure 32, Print Receipt Page 58 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 59 - 7.3 User Guide Transaction Refund For some customers it is useful to be able to perform refunds against previous transactions through the administrator interface. This role is often given to a smaller group of users within the business, often finance users with the authority to perform refunds. After performing a transaction search, or an Advanced transaction search, for users with the „Transaction Refund‟ role, there will be a button available to Refund the transaction. Page 59 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 60 - User Guide You can refund the full amount of the previous transaction, or a partial amount. Page 60 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 61 - User Guide The refund receipt can be printed or emailed. Page 61 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 62 - 8 User Guide Pre-registered Accounts 8.1 Adding pre-registered customer To add a customer to the system you will need to enter the following details Figure 33, Add pre-registered customer screen Field Description Business name Name of the customer‟s company Business code A unique identifier for the business Page 62 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 63 - User Guide Field Description Comment Optional comment to be seen when viewing the customer details. 8.1.1 Add customer account To register an account against a customer you will need to enter the following details Figure 34, Add customer account Field Description Cardholder name The name on the credit card Credit card number The customer‟s full credit card number Comment Optional comment to be seen when viewing the account details. 8.2 Searching pre-registered customers The manage customers screen allows to search for users by business name, business code/number, pre-registration number (if the pre-registered code option is being used) or registered credit card number. You can find all customers by leaving all fields blank and clicking search. Page 63 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 64 - User Guide Figure 35, Manage customers screen 8.3 Updating pre-registered customers Click on the Edit Business link next to the details of the customer that you wish to update to view and change their details. Page 64 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 65 - User Guide Figure 36, Edit pre-registered customer Field Description Supplier business The supplier business that this customer will transact against Business name Name of the customer‟s company Business code A unique identifier for the business Page 65 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 66 - 8.3.1 User Guide Updating customer accounts To add a new bank account or credit card click on the “Add new default account” button in the Accounts section. 8.3.2 Disabling customer accounts To disable a customer‟s credit card or bank account click on the disable button next to the account you wish to disable. 8.4 Expired Cards Report To get a CSV report of cards that are expiring in a particular month go to the preregistered accounts tab under queries and reports. Select last month, this month or next month and click the generate report button. Figure 37, expired cards report 9 9.1 User Administration Adding Users To add a user to the system you will need to enter the following details Page 66 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 67 - User Guide Figure 38, Add User screen Field Name Description Required User in business If you have more than one business configured you can select which business this user will be in. This can Yes Page 67 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 68 - User Guide affect which transactions they can see in searches and which merchants they can make transactions against. Full name Users given name and surname Yes Login name Unique name used to access Quickstream Yes Email Address An email address that only belongs to the user i.e. no group addresses. Yes Phone number User‟s work phone number No Fax number User‟s work fax number No Mobile number User‟s mobile phone number No Enabled If this box is checked then the user can log in to Quickstream, if a users leaves the company or no longer requires access to the system you will need to uncheck this box to block their access Change password If this box is checked the user will be presented with the change password page when they next login Default Right If your company has any default rights configured you will be able to select them here. No Once you have entered all of the data correctly and saved the user details you will be presented with a page of roles that have been configured for your business. Select the combination of roles that corresponds to the level of access that you wish to give this Page 68 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 69 - User Guide user. Roles can apply to the business that the user is in or the entire company. See section 7.4 for details. 9.2 Updating User Details The administer users screen allows to search for users by full name, login name or email address. You can find all users by leaving all fields blank and clicking search. Users can have the following statuses: Enabled – Can log in to the system Locked – This user has either entered their password wrong 5 or more times or has been set to locked because they have not logged into the system for 3 months. Users can be unlocked by resetting their password. These users can also unlock their account using the forgot password functionality. Disabled – This user has been disabled by an administrator. These users can not use the forgot password functionality to activate their user again. Figure 39, User search Click on the edit user link next to the details of the user that you wish to update to view and change their details. Page 69 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 70 - User Guide Figure 40, Edit User Screen Field Name Description Required Page 70 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 71 - User Guide User in business If you have more than one business configured you can select which business this user will be in. This can affect which transactions they can see in searches and which merchants they can make transactions against. Yes Full name Users given name and surname Yes Login name Username Yes Email Address An email address that only belongs to the user i.e. no group addresses. Yes Phone number User‟s work phone number No Fax number User‟s work fax number No Mobile number User‟s mobile phone number No Password Set the password for this user. Note that only passwords that have been reset using the reset password button can be emailed from the system Yes Confirm Password Confirm the password typed into the password field above. This is to check that a typing mistake hasn‟t been made into the masked field. Yes Reset Password (button) This triggers the system to generate a new password for a user. This password can then be sent to the user from the system. No Enabled If this box is checked then the user can log in to Page 71 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 72 - User Guide Quickstream, if a user leaves the company or no longer requires access to the system you will need to uncheck this box to block their access. Disabled users do not have access to the forgot password functionality. Change password If this box is checked the user will be presented with the change password page when they next login Default Right If your company has any default rights configured you will be able to select them here. No Page 72 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 73 - 9.3 User Guide Disabling Users You should disable any users that no longer require access to the Quickstream administration screens for security reasons. To disable a user, find them on the user search screen, click the edit user link. On the user details page uncheck the enable checkbox and save. Figure 41, Disable User Page 73 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 74 - 9.4 User Guide Managing User Rights To view and edit user‟s rights, find them using the user search screen and click on the edit rights link. You will be presented with a list of rights configured for your company. Tick the checkbox that corresponds to a right to add it or un-tick the checkbox to take the right away from the user. Figure 42, Edit user rights Page 74 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 75 - 10 User Guide Reconciliation The following section provides details on reconciling transactions via various payment channels with your bank statement. 10.1 Reconciliation Email Different card schemes (Amex, Diners, Visa, etc) make separate credits to your bank account. In order to allow you to reconcile, Quickstream may provide a reconciliation report. This email may be sent daily after the expected cut-off of the acquiring banks to your nominated email address. The email contains the value of approved and declined transactions (captures minus refunds) by card scheme. The number of captures and refunds performed will also be shown. If a customer processes using multiple merchant accounts, then a summary will be provided for each merchant within the one email. Sample Reconciliation Email From: To: presentandpay@qvalent.com customer@nominated.com.au Subject: Present and Pay: Reconciliation Report for 20-Jan-2003 Customer: Value Date:MERCHANT CARD SCHEME AUD TRANSACTIONS AUD DECLINED AUD APPROVED ---------------------------------------------------------------------------VC/MC/BC 1,732,301.12 ( 16,234.23) 1,716,066.89 Amex 200,000.00 ( 2,342.65) 197,657.35 Diners 122,904.00 ( 2,023.43) 120,889.57 TOTAL: 2,055,205.12 ( 20,600.31) 2,034,613.81 NUMBER TRANSACTIONS NUMBER DECLINED NUMBER APPROVED CARD SCHEME Capture / Refund Capture / Refund Capture / Refund ---------------------------------------------------------------------------VC/MC/BC 226,044 / 0 21,234 / 0 204,810 / 0 Amex 23,123 / 12 xxx,xxx / yyy,yyy xxx,xxx / yyy,yyy Diners 13,234 / 3 xxx,xxx / yyy,yyy xxx,xxx / yyy,yyy TOTAL: 262,401 / 15 xxx,xxx / yyy,yyy xxx,xxx / yyy,yyy Should you have any enquiries regarding the use of this site, please contact us via email at presentandpay@qvalent.com or phone us on 1300 301 444 (available Monday to Friday, 7 a.m. to 6 p.m. AEST), and a representative will be happy to assist you. Yours sincerely Qvalent Customer Care http://www.qvalent.com 10.2 Reconciliation Process Quickstream offers a number of tools to aid reconciliation between what has been processed through the various payment channels and what has been deposited in the bank account. The following is provided as a suggested process for performing reconciliation. Page 75 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 76 - User Guide The reconciliation process will depend on the payment channels that your business is using. If you are using: QuickGateway (and potentially QuickTerminal), refer to Section 10.2.1 QuickTerminal only, refer to Section 10.2.2 QuickWeb and QuickVoice, refer to Section 8.2.3 QuickBatch, refer to Section 8.2.4 IMPORTANT: All customers should be aware of the settlement cut-off implications described in Section 8.2.5. 10.2.1 Reconciling QuickGateway Transactions The first step in the reconciliation is to reconcile approved QuickGateway transactions with your bank statement. If these reconcile, no further reconciliation effort is required. The reconciliation process for a merchant on a given date may be performed as follows: 1. Add up the order.amount field (note: deduct refunds from captures) for all transactions where the response.summaryCode = 0 (Approved) for the given date and merchant, grouped by response.creditGroup and card.currency. 2. Match the values calculated above with credits (or debits if refunds exceed captures) to your bank statement, with the following items to be aware of based on past experience: Amex and Diners credits may not be value-dated (i.e. credited) on the settlement date and therefore the credit may appear up to 5 days later. For example, although the settlement date is Wednesday, the credit may be dated for the Thursday or later. The credit may be less the merchant service fee deducted by Amex/Diners (the gross amount is often shown in the narrative). This is part of your merchant relationship with Amex/Diners and is not a deficiency of Quickstream. Westpac credits will be posted on the settlement date, except where the settlement date is a weekend or non-banking day (i.e. public or bank holiday). In this case, the credit will be dated with the next business day. If you are performing other transactions using the same merchant ID, there may be other transactions affecting the value of the credit and therefore further reconciliation effort will be required. For example, if you are performing web-based transactions, please refer to Section 10.2.2. If you are unable to reconcile QuickGateway transactions with your bank statement, you should try to reconcile API transaction attempts with the Approved amounts on the provided reconciliation email. Page 76 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 77 - User Guide If the amounts still cannot be reconciled, we suggest that you use the credit card transaction search screen to identify the transaction(s) that account for the difference and try to determine the cause of the difference. If more assistance is required, please contact Support preferably via email with full details on the difference. If your business is using the QuickGateway and QuickTerminal facilities detailed in Section 4 to perform credit card payments and refunds, and these are using the same merchant ID, then there will be reconciliation differences between your QuickGateway transactions and what is on the bank statement. These differences should be equal to the value of transactions performed via the web-based interface and may be obtained from the Admin section of the reconciliation email. For example, QuickGateway transactions may total $900 but the bank statement may show $1000. The difference may be explained by a $100 transaction performed via the Credit Card Payment (QuickTerminal) function. 10.2.2 Reconciling QuickTerminal transactions To reconcile transactions performed via the Admin interface with your bank statement, you should compare your statement with the amounts on the provided reconciliation email. If the amounts still cannot be reconciled, we suggest that you use the credit card transaction search or the screen daily cash applied file if you receive one to identify the transaction(s) that account for the difference and try to determine the cause of the difference. If more assistance is required, please contact Support preferably via email with full details on the difference. 10.2.3 Reconciling QuickVoice/QuickWeb transactions To reconcile credit card transactions performed via QuickVoice/QuickWeb with your bank statement, you should compare your statement with the amounts on the provided reconciliation email. If the amounts still cannot be reconciled, we suggest that you use the credit card transaction search screen or the daily cash applied file if you receive one to identify the transaction(s) that account for the difference and try to determine the cause of the difference. If more assistance is required, please contact Support preferably via email with full details on the difference. Direct debit transactions can be declined up to 3 to 5 days after the day the transaction was processed by Westpac. On the day of the direct debit payment being processed by Westpac you will receive a report of the transactions that Westpac has either processed themselves or forwarded on to other banks. Over the next 3 to 5 banking days the other banks will process these transactions and send any failure notifications back to Westpac. These failures will come back in a separate file each morning. Transactions in this file may have been initiated on different dates. Page 77 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 78 - 10.2.4 User Guide Reconciling QuickBatch Transactions To reconcile credit card transactions performed via QuickBatch with your bank statement, you should compare your statement with the amounts on the provided reconciliation email. If the amounts still cannot be reconciled, we suggest that you use the periodic debits search screen or the payment batch response file if you receive one to identify the transaction(s) that account for the difference and try to determine the cause of the difference. If more assistance is required, please contact Support preferably via email with full details on the difference. Direct debit transactions can be declined up to 3 to 5 days after the day the transaction was processed by Westpac. On the day of the direct debit payment being processed by Westpac you will receive a report of the transactions that Westpac has either processed themselves or forwarded on to other banks. Over the next 3 to 5 days the other banks will process these transactions and send any failure notifications back to Westpac. These failures will come back in a separate file each morning. Transactions in this file may have been initiated on different dates. 10.2.5 Credit Card Settlement Date vs. Transaction Date The Settlement Date, also referred to as the Payment Date, is the date as passed from the back-end system of the acquiring bank and therefore may reflect a date different to the date that the actual API call is being made (Transaction Date). Consider a merchant that accepts payments for Visa/MasterCard/Bankcard (where Westpac is the acquiring bank), Amex and Diners (where the latter two each act as separate acquirers). When the API call is made, the acquiring bank will return a settlement date as part of a successful transaction response. Each acquiring bank has their own cut-off times for a given day and will return a future date for API calls received after the cut-off. For example, if Westpac‟s cut-off is 6pm, an API call for a Visa card received on Monday, 6th Jan at 6:15pm would be expected to return a settlement date of Tuesday, 7 th Jan. However, if Amex has a 6:30pm cut-off, then an API call at the same time for an Amex transaction would return a settlement date of Monday, 6 th Jan. Furthermore, the settlement date does not necessarily mean that the funds will be credited on the settlement date returned. Again, this is up to the relevant acquiring bank. However, for reconciliation purposes, it is reasonable to expect that all successful transactions through a given acquirer that return the same settlement date will be credited together on the same day. Page 78 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 79 - 11 User Guide Support During the implementation and testing phase, all support will be provided by the person nominated to assist during this phase. However, after migrating to Production, support will be provided via a more formal process. Prior to contacting support, we recommend that some basic steps be performed: Use online transaction query facilities to try to determine the cause of the issue. Get as much information about the problem as possible (e.g. date/time of issue, actual errors on screen/email, card/bank account in use if applicable) as this may provide further clues and will be required by the support team. If the troubleshooting does not resolve a production issue, contact support as follows: For urgent issues where the system is unavailable or a serious malfunction is occurring, contact Quickstream Support on 1300 726 370 (24 hrs/7 days). They will ensure you are able to get in contact with the appropriate person to resolve the issue as soon as possible. For less urgent issues that may be handled during normal business hours (Monday to Friday, 7 a.m. to 6 p.m. AEST), contact Quickstream Support either via phone (1300 726 370) or email (presentandpay@qvalent.com). Please note: Support is only available to direct customers of Westpac and not to end customers. If your customers are affected by issues, they must direct all support requests via your own customer care processes. Your personnel may then contact Present & Pay Customer Care for assistance as described above. Page 79 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 80 - User Guide Appendix A – Credit Card Response Codes The following response codes are relevant to users of the QuickGateway, QuickTerminal, QuickWeb and Quick Batch card processing. These response codes have been included for your reference and are derived from the message format defined in Australian Standard 2805.2 (1997). It is highly unlikely that you will receive many of these response codes; as a general rule you should use the summary response code, which is supplied to determine whether a transaction is approved or declined. Valid response codes are of a two digit alphanumeric format. If an unknown response code is returned please contact Westpac with the appropriate transaction details. Please note that there are no response codes specific to card verification number mismatches. This is because no financial institutions in Australia currently return any such information if declining a transaction. Summary Response Description 0 Transaction Approved 1 Transaction Declined 2 Transaction Erred 3 Transaction Rejected Code Description Summary Code 00 Approved or completed successfully 0 01 Refer to card issuer 1 02 Refer to card issuers special conditions 1 03 Invalid merchant 1 04 Pick-up card 1 05 Do not honour 1 06 Error 1 07 Pick-up card, special condition 1 08 Honour with identification 0 Page 80 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 81 - User Guide Code Description Summary Code 09 Request in progress 1 10 Approved for partial amount 0 11 Approved VIP 0 12 Invalid transaction 1 13 Invalid amount 1 14 Invalid card number (no such number) 1 15 No such issuer 1 16 Approved, update Track 3 0 17 Customer cancellation 1 18 Customer dispute 1 19 Re-enter transaction 1 20 Invalid response 1 21 No action taken 1 22 Suspected malfunction 1 23 Unacceptable transaction fee 1 24 File update not supported by receiver 1 25 Unable to locate record on file 1 26 Duplicate file update record, old record replaced 1 27 File update field edit error 1 28 File update file locked out 1 29 File update not successful, contact acquirer 1 30 Format error 1 31 Bank not supported by switch 1 32 Completed partially 1 33 Expired card 1 34 Suspected fraud 1 35 Card acceptor contact acquirer 1 36 Restricted card 1 37 Card acceptor call acquirer security 1 38 Allowable PIN tries exceeded 1 39 No credit account 1 40 Request function not supported 1 41 Lost card 1 42 No universal account 1 43 Stolen card, pick up 1 44 No investment account 1 45-50 Reserved for ISO use 1 Page 81 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 82 - User Guide Code Description Summary Code 51 Not sufficient funds 1 52 No cheque account 1 53 No savings account 1 54 Expired card 1 55 Incorrect PIN 1 56 No card record 1 57 Transaction not permitted to cardholder 1 58 Transaction not permitted to terminal 1 59 Suspected fraud 1 60 Card acceptor contact acquirer 1 61 Exceeds withdrawal amount limits 1 62 Restricted card 1 63 Security violation 1 64 Original amount incorrect 1 65 Exceeds withdrawal frequency limit 1 66 Card acceptor call acquirers security department 1 67 Hard capture (requires that card be picked up at ATM) 1 68 Response received too late 1 69-74 Reserved for ISO use 1 75 Allowable number of PIN tries exceeded 1 76-89 Reserved for private use 1 90 Cutoff is in process (Switch ending a days business and starting the next. The transaction can be sent again in a few minutes). 1 91 Issuer or switch is inoperative 1 92 Financial institution or intermediate network facility cannot be found for routing 1 93 Transaction cannot be completed. Violation of law 1 94 Duplicate transmission 1 95 Reconcile error 1 96 System malfunction 1 97 Advises that reconciliation totals have been reset 1 98 MAC error 1 99 Reserved for national use 1 EA response text varies depending on reason for error 2 EG response text varies depending on reason for error 2 EM Error at the Merchant Server level 2 N1 Unknown Error (NZ Only) 1 N2 Bank Declined Transaction (NZ Only) 1 Page 82 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 83 - User Guide Code Description Summary Code N3 No Reply from Bank (NZ Only) 1 N4 Expired Card (NZ Only) 1 N5 Insufficient Funds (NZ Only) 1 N6 Error Communicating with Bank (NZ Only) 1 N7 Payment Server System Error (NZ Only) 1 N8 Transaction Type Not Supported (NZ Only) 1 N9 Bank declined transaction (NZ Only) 1 NA Transaction aborted (NZ Only) 1 NC Transaction cancelled (NZ Only) 1 ND Deferred Transaction (NZ Only) 1 NF 3D Secure Authentication Failed (NZ Only) 1 NI Card Security Code Failed (NZ Only) 1 NL Transaction Locked (NZ Only) 1 NN Cardholder is not enrolled in 3D Secure (NZ Only) 1 NP Transaction is Pending (NZ Only) 2 NR Retry Limits Exceeded, Transaction Not Processed (NZ Only) 1 NT Address Verification Failed (NZ Only) 1 NU Card Security Code Failed (NZ Only) 1 NV Address Verification and Card Security Code Failed (NZ Only) 1 Q1 Unknown Buyer 1 Q2 Transaction Pending 2 Q3 Payment Gateway Connection Error 3 Q4 No Accounts Found 1 QA Invalid parameters or Initialisation failed 3 QB Order type not currently supported 3 QC Invalid Order Type 3 QD Invalid Payment Amount - Payment amount less than minimum/exceeds maximum allowed limit 1 QE Internal Error 3 QF Transaction Failed 3 QG Unknown Customer Order Number 3 QH Unknown Customer Username 3 QI Transaction incomplete - contact Westpac to confirm reconciliation 2 QJ Incorrect Customer Password 3 QK Unknown Customer Merchant 3 QL Business Group not configured for customer 3 QM Payment Instrument not configured for customer 3 Page 83 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 84 - User Guide Code Description Summary Code QN Configuration Error 1 QO Missing Payment Instrument 3 QP Missing Supplier Account 3 QQ Invalid Credit Card \ Invalid Credit Card Verification Number 1 QR Transaction Retry 2 QS Transaction Successful 0 QT Invalid currency 3 QU Unknown Customer IP Address 3 QV Invalid Capture Order Number specified for Refund, Refund amount exceeds capture amount, or Previous capture was not approved 3 QW Invalid Reference Number 1 QX Network Error has occurred 2 QY Card Type Not Accepted 1 QZ Zero value transaction 0 RA response text varies depending on reason for rejection 3 RG response text varies depending on reason for rejection 3 RM Rejected at the Merchant Server level 3 Page 84 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 85 - User Guide Appendix B – Direct Debit Response Codes Code Description 1 Invalid BSB Number 2 Form PDC Cancelled 3 Account Closed 4 Customer Deceased 5 No Account/Incorrect Account# 6 Refer to customer 7 No form PDC held 8 Invalid User number 9 Other R WBC Exception Processing Error - see description G WBC Exception Processing released successfully C WBC Exception Processing - Cancelled D WBC Exception Processing - Recalled Duplicate Duplicate transaction Zero Zero Page 85 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved. Quickstream - 86 - User Guide Appendix C – Accepted Browser Versions The following describes the browser and Operating system combinations supported. General policy will be to support the 2 most adopted major versions of Internet Explorer and Netscape on common platforms. „Fully Tested and Supported‟ indicates that we carry out full system tests for that combination for software releases. „Supported‟ indicates that Quickstream supports this combination - any problems reported are resolved according to Service Level Agreements. While we do not carry out full system testing against this combination for every software release, Quickstream will work for this combination. Browser OS Support MS Internet Explorer v6.0+ MS Windows NT, 2000 Prof, XP Fully Tested and Supported Netscape 7.x MS Windows NT, 2000 Prof, XP, Mac OS 9.x/X Fully Tested and Supported Firefox 1.0 MS Windows NT, 2000 Prof, XP, Mac OS 9.x/X Fully Tested and Supported Safari 1.x+ Mac OS 9.x/X Supported Page 86 Copyright © 2008, Westpac Banking Corporation, ABN 33 007 457 141. All rights reserved.
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