Quickstream WBC User Guide

Westpac Banking Corporation ABN 33 007 457 141

Quickstream

User Guide

Page 2

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

Document History

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Quickstream User Guide

Table of Contents

1 Introduction ..................................................................................................... 7

1.1 Security ............................................................................................................ 7

2 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

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5 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 Net/Phone DE Search ....................................................................................... 32

6 QuickBatch Administration ............................................................................. 33

6.1 Periodic Debits Search ...................................................................................... 33

6.1.1 Search Criteria ........................................................................................... 35

7 Quickstream Transaction search ..................................................................... 37

7.1 Transaction Search .......................................................................................... 37

7.1.1 Transaction Search Criteria .......................................................................... 41

7.2 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

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7.2.1.12 Sorting Transaction Results ................................................................... 53

7.2.2 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 Transaction Refund .......................................................................................... 59

8 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 Expired Cards Report........................................................................................ 66

9 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

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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

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Quickstream User Guide

1 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.

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2 Basics

2.1 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.

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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).

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2.3 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).

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2.4 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.

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2.5 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 the Logoff button to log off from Quickstream and exit the system.

Click on

either to

access the

function

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3 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

Cross-reference

Credit Card Payment

Section 4.1

Credit Card Refund

Section 4.2

Net/Phone Refund

Section 5.1

3.2 Queries and Reports Menu

Function

Cross-reference

Credit Card API query

Section 4.5

Net/Phone Transaction

Search

Section 5.2

Net/Phone DE Search

Section 5.3

Periodic Debits Search

Section 6.1

3.3 Administration Menu

Function

Cross-reference

My Password

Section 2.3

Users and Privileges

Section 7

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4 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.

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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.

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Figure 2, Credit Card Payment receipt

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4.2 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.

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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

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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.

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Figure 6, Credit Card Refund Transaction Search

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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.

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 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.

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Order/Receipt No.

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 –

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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

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.

4.5.2 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

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 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.

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5 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

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Figure 9, Net/Phone Refund Transaction Search

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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.

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5.2 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

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5.2.1 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

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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

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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

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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

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.

6 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

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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

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6.1.1 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.

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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.

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7 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.

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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.

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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.

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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

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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.

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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.

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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

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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

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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

(Optional)

To search for an exact amount, enter the amount in both

fields.

To search for an amount between a specific range, enter the

low and high amounts (e.g. between $500 and $1500).

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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.

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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.

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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.

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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

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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

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7.2.1.9 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.

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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.

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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)

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7.2.2 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

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 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.

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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

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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

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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

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7.3 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.

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You can refund the full amount of the previous transaction, or a partial amount.

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The refund receipt can be printed or emailed.

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8 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

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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.

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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.

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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

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8.3.1 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 pre-

registered 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 User Administration

9.1 Adding Users

To add a user to the system you will need to enter the following details

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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

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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

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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.

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Figure 40, Edit User Screen

Field Name

Description

Required

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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

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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

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9.3 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

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9.4 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

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10 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: presentandpay@qvalent.com

To: customer@nominated.com.au

Subject: Present and Pay: Reconciliation Report for 20-Jan-2003

Customer: <Community Name>

Value Date: <Value Date>

<Supplier Business> MERCHANT <Merchant Working Name 1>

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.

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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.

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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.

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10.2.4 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, 7th 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, 6th 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.

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11 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.

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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

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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

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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

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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

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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

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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

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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

Quickstream WBC User Guide

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