ANZ Secure Gateway Virtual Terminal QUICK REFERENCE GUIDE NOVEMBER 2015

Contents

Welcome 3

1. Getting Started 4

1.1 Virtual Terminal Activation 4

2. Configuring the Virtual Terminal 7

2.1 General Settings 7

2.2 User/Admin Management 10

3. Using the Virtual Terminal: Key features 13

3.1 Processing a Transaction 13

3.2 Transaction Receipt 14

3.3 Refunding a Transaction 15

3.4 Voiding a Transaction 16

3.5 Batch Processing 17

3.6 Creating a subscription (token) 20

3.7 Transaction Search 23

Welcome

This Quick Reference Guide provides you with information on setting up and using the CyberSource Business Centre, which powers the ANZ Secure Gateway Virtual Terminal. This guide provides clear and easy to follow instructions on Virtual Terminal account activation, configuration and core payment processing functionality. Please take time to read this guide thoroughly and ensure your staff read it too.

The Virtual Terminal is used by the merchant to process Card Not Present transactions, including telephone and mail orders.

Important Details

The Virtual Terminal works on IE version 8 and above, and the most recent versions of Chrome, Firefox and Safari. CyberSource has a 5.30pm (AEST/AEDST) cut-off for same day settlement. Only transactions processed before 5.30pm (AEST/AEDST) will be in that day’s settlement. Transactions processed after 5.30pm (AEST/AEDST) will be in the next day’s settlement.

If you have any questions, contact [email protected] (Monday to Friday 8am-6.30pm AEST/AEDST), or call us on 1800 790 230 (24 hours a day, 7 days a week).

1. Getting Started

1.1 Virtual Terminal Activation

You will receive 2 emails in relation to activating your Virtual Terminal:

a) Email 1

From: ANZ

This includes your CyberSource ID, ANZ MID and Passphrase.

NOTE: if your Passphrase is not in the email, it would have been sent to you via SMS.

b) Email 2

From: ANZ Support

This includes the link to activate your account.

Within Email 2 click on the first link (Merchant Admin Web URL) within 24 hrs of receiving the email. After clicking on the link you will be automatically re-directed to the CyberSource Business Centre Logon page. If you don’t register yourself within 24 hours, you will need to contact the ANZ Merchant helpdesk (1800 039 025) and have them re-register your Passphrase to complete the registration.

Verify your identity by entering your CyberSource ID and Passphrase from Email 1 and Your Email Address.

1.1 Virtual Terminal Activation (cont.)

Create your Admin username and password for the Virtual Terminal by completing all fields as shown below. Once completed you will automatically be redirected to the Business Centre Login screen.

To log into the Business Centre, enter the CyberSource ID (from Email 1), and the Admin Username and Password you just created. You will need to enter these details each time you log into the CyberSource Business Centre

a) Click ‘Login’.

b) Once completed you will be automatically directed to setup five security questions.

1.1 Virtual Terminal Activation (cont.)

Choose five security questions, type in your answers and click ‘Submit’.

Once completed, you have successfully activated your Virtual Terminal account and will be automatically directed to the CyberSource Business Centre Homepage.

2. Configuring the Virtual Terminal

2.1 General Settings

This section describes the Virtual Terminal fields that you can configure and how to configure a basic Virtual Terminal. Select Virtual Terminal > Settings.

Settings

a) In the first drop-down box, select ‘Card Not Present’ and tick the box to use this as the default type of transaction.

Default Values

a) Country = Australia. b) Currency = Australia: Dollar.

NOTE: You are only able to transact in AUD, so only select AUD in this field c) Transaction Type = Sale.

Payment Information

a) Select the credit cards that you will support (default is Visa and MasterCard).

2.1 General Settings (cont.)

a) For this and some of the next sections, you have 3 choices for using these fields:

• If you display the fields on the order form, the fields will be optional for the user to complete.

• If you require the fields on the order form, the fields will appear orange and the user will not be able to submit the

order unless these fields are completed.

• If you add the fields to the receipt, the fields’ content will appear on the customer’s receipt.

NOTE: Customer ID = unique identifier you can assign to the customer.

Email Receipt

2.1 General Settings (cont.)

You can use these four fields to add non-sensitive comments or additional information to the order. For example, you may use these fields to add an order number or a unique identifier to distinguish between your stores (eg. You have 3 stores in Victoria and can use this field to identify which store in Victoria the sale is coming from).

NOTE: Merchant-Defined Data fields must not be used to capture personally identifying information (eg. Credit card number,

CVV).

a) Select ‘Display’, ‘Require’ or ‘Receipt’, fill out the name and default value.

b) Click ‘Submit’ at the bottom of the page. c) You have now configured the Virtual Terminal.

2.2 User/Admin Management

You can control the identity and the level of access of each user. Users can be assigned individual permissions or a role, which

contains a pre-determined set of permissions. When your account is created, you are given one default administration user, which is the same name as your merchant ID. As administrator you can add, modify, and delete users.

Permissions

When a user performs a task, the Business Centre verifies that the user has the correct permission for the task. Popular types of permissions:

• Recurring Billing - Subscription View

• Virtual Terminal – Settings View, Transaction

• Payment – Authorisation, Capture/Settlement/Debit, Credit

• User management – View, Management, Update

• Transaction search – View

• Tools - Batch Transactions

Roles

By combining permissions into roles, you can customise how your users access and use the Business Centre. Types of roles:

Read Only Roles

• Administrator – contains all permissions.

Custom Roles

• Only administrators can create and modify roles.

• When creating a role, you can add and modify the role with any of the permissions that can be assigned to a user.

2.2 User/Admin Management (cont.)

1. Click Account Management > Role Administration. 2. Your existing Roles will be displayed.

3. Click ‘Add Role’.

4. Enter a name for the Role, a description and select the permissions you want associated with the role - see some common

roles below:

a) Straight-through transactions: Virtual Terminal View, Virtual Terminal Transaction, Payment Capture/Settlement/Debit.

b) Straight-through transactions + Authorisations + Refunds: As above + Payment Authorisation, Payment Credit.

c) Create Subscriptions: Recurring Billing - Subscription View.

d) Manage and create users: User Management View, User Management, User Management Update.

e) Search transactions: Transaction Search View.

2.2 User/Admin Management (cont.)

1. Click Account Management > User Administration. 2. Select ‘Add User’.

3. Fill out the fields in orange.

4. Ensure you have created ‘Roles’ before adding users so that you can select a role for each user.

NOTE: You can create a maximum of 10 users, including the Administration user (if you require more, contact

3. Using the Virtual Terminal: Key

Features

3.1 Processing a transaction

Click Virtual Terminal > Process Order. You need to complete at least the required fields, highlighted in orange. a) Currency must be in Australian dollars.

b) For each credit card transaction, you need to specify the type of transaction:

• Authorisation: reserves funds on your customer’s credit card for this purchase.

NOTE: To have the money transferred to your account, you can either ‘Capture’ the authorisation or, ‘Void’ the authorisation and process a new sale.

• Sale: combines authorisation and capture in the same request.

3.2 Transaction Receipt

After you process a transaction successfully, you receive a receipt.

Under the ‘Transaction Status Summary’, there are several links that enable you to refund (credit) or create a subscription (recurring billing). See Section 3.6 for more information on creating subscriptions (tokens).

3.3 Refunding a transaction

You request a credit when you need to give your customer a refund.

1. Click Transaction Search > General Search

2. Complete a transaction search to find the transaction you want to refund.

3. If your original transaction was successful, a ‘Credit’ button appears below the ‘Transaction Status Summary’ under ‘Available

Actions’.

4. Click on this button and it will lead to the ‘Credit Card Credit’ page where you enter the amount to be credited. 5. Once the amount has been entered, click ‘Credit’ and the refund will be processed.

You can request a credit up to 60 days after the original transaction.

From 60 days after the original transaction, you will need to process a Stand-Alone refund (to enable this function, you will need to contact [email protected]).

Refunds processed before 5.30pm (AEST/AEDST) for transactions processed on that day will be included in same-day settlement. If the refund is processed after 5.30pm (AEST/AEDST), it will be in the next day’s settlement.

3.4 Voiding a transaction

You can void the following kinds of requests if CyberSource has not sent the request for settlement:

• Credit card settlements

• Credit card credits

After the transaction information for a request has been sent for settlement at 5.30pm (AEST/AEDST) each day, the ‘Void’ option disappears.

1. Click Transaction Search > General Search.

2. Complete a transaction search to find the transaction you want to void.

3. If your original transaction was successful, a ‘Void’ button appears within the ‘Transaction Status Summary’.

4. Click on this button and it will void the transaction.

3.5 Batch Processing

Batch processing allows you to process a single file that contains a set of transaction requests instead of processing individual transactions.

In the Business Centre, you can download a template for each of the types of transactions that you can submit in a batch file:

• Credit Card Transactions – Authorisations, Sales, Captures, Credits.

• Subscriptions - New subscriptions, Updated subscriptions, Cancelled subscriptions.

1. Click Tools & Settings > Batch Transactions > Templates.

2. Select the template you want to download, click ‘Download’ and save it to your computer.

3. If you use Excel, you must import the file. If you open the file, Excel will not process the CSV formatting correctly.

a) Open a new excel file and import the saved template “From Text” b) Delimit the file by ‘Comma’ and ensure the ‘Column data format’ is ‘Text’

c) Ensure the format of all the cells is “Text” (check this by typing in 0918, if the 0 does not disappear then the cell should be in text format)

4. Enter a batch ID in the file header. This value is a file (batch) identifier that you assign. The batch ID must be unique. Format:

alphanumeric with a maximum of 8 characters.

5. Load your transaction data into the file starting in row 4 and save it.

a) The information that you provide for each request in the batch file is the same that you provide for an individual

transaction request.

3.5 Batch Processing (cont.)

6. After you have created your file/s, save the file as CSV (Comma Delimited). Close the file and upload it to the Virtual Terminal. 7. Choose Tools & Settings > Batch Transactions > Upload, choose the file to be uploaded and click ‘Submit’.

8. CyberSource reads the file, verifies that it is in the correct format, and sends you an email indicating whether the file passed

the verification test.

You can view the batch file’s status on the ‘Batch Upload Search’ page (Tools & Settings > Batch Transactions > Batch

Upload Search).

• Specify a search date range and click Search.

3.5 Batch Processing (cont.)

9. After all the transactions in a file are processed, CyberSource creates two reports:

a) Daily Summary Report - shows a summary of the transactions in the batch. b) Daily Detail Report - shows details of the transactions in the batch. • These reports can be accessed through Reports > Report Search.

NOTE: If your batch file is processing from 5.20pm-5.35pm (AEST/AEDST), only the transactions processed before 5.30pm

(AEST/AEDST) will be same day settlement. Transactions processed after the 5.30pm (AEST/AEDST) cut-off time will be settled the next day.

3.6 Creating a subscription (token)

To set up Recurring Billing, you need to set up recurring subscriptions.

A subscription ID, also known as a payment token, which you can store on your server, is a unique identifier that cannot be reverse-engineered. It is generated to replace sensitive card and billing information.

1. To create a recurring subscription, click Recurring Billing > New subscription. 2. Enter all the mandatory fields in orange.

a) For subscription type, select ‘Recurring’. b) Currency must be Australian Dollars.

c) Check ‘Require approval before processing payments’ if you want to approve each payment before CyberSource processes it.

3. Click ‘Submit’.

3.6 Creating a subscription (token) (cont.)

An on-demand subscription allows you to charge a customer’s credit card whenever you need to process a payment.

1. To create an on-demand subscription click Recurring Billing > New subscription. 2. Enter all the mandatory fields in orange.

a) For subscription type, select ‘On-Demand’. b) Currency must be Australian Dollars.

3. Click ‘Submit’.

3.6 Creating a subscription (token) (cont.)

1. Once you have processed a transaction successfully, a receipt will appear on the page (see Section 3.2). Under the ‘Available

Actions’ heading, there will be an option to ‘Create Subscription’.

2. Most of the fields will be pre-filled. Check all the information is correct and that Currency is ‘Australia: Dollar’ 3. Click ‘Submit’.

a) The “success” message is displayed along with the subscription ID for the customer subscription.

Searching for a subscription

If you want to make an on-demand payment or update a subscription, you first need to search for the subscription.

1. To search for a subscription click Recurring Billing > Search.

2. Select the scope for the search (eg. All Subscriptions, Active Subscriptions or Field and Value to search for the

customer details).

a) Click ‘Submit’. The Subscription Search Results screen appears.

3.7 Transaction Search

You can search transactions by: • Specifying a field and a value. • Transaction type.

• Transaction response.

NOTE: The search results will be displayed in AEST/AEDST only if you select ‘Custom Range’ for timeframe. If you select a

pre-determined timeframe (eg. ‘Yesterday’), it will display in US Pacific Standard time.

1. Click Transactions Search > General Search.

2. Select the field and time period you want to search.

3. Click ‘Search’ and the results will be displayed.

3.8 Reporting

Setting up Reporting Permissions for users

• Administrators can subscribe to, configure, view, and download reports for all the user IDs that they control.

• If you are an administrator, control access to reports by creating users for each of your user IDs, and give each user the correct access rights. You must set the type of permissions (see Table 1 below) for all the users in the ‘User Administration’ and ‘Role Administration’ sections of the Business Centre (see Section 2.2 for more information on user permissions).

Types of pre-defined reports

• Authorisation Report - shows each card authorization and the result of each request (accepted or declined). • Capture Report - shows each credit card debit and credit that you processed and the result of each transaction. • Order Detail Report - shows all the order activity from the previous day.

• Transaction Exception Detail Report - shows detailed information about transactions that were flagged by CyberSource or by the processor because of errors that were sent in the transaction data of your follow-on transactions, such as captures and refunds.

3.8 Reporting (cont.)

Subscribing to Downloadable Reports

1. Click on Account Management > Report Subscriptions. 2. Click ‘Edit’ next to ‘Format for Detail Reports’.

3. Select the reports you want to subscribe to and click ‘Submit’.

Viewing a report

1. Click Reports > Report Search.

2. Choose the day/month of the report you want to view. 3. Click ‘ Submit’ and the report will generate.

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