Chaper 1: Getting Started. ACH Collections Handbook

Transcription

1 Chaper 1: Getting Started ACH Collections Handbook

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3 Portions of this software: The MIT License (MIT) Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. AlaSQL Copyright (c) Andrey Gershun (agershun@gmail.com) & Mathias Rangel Wulff (mathiasrw@gmail.com) Angular UI-Router Copyright (c) The AngularUI Team, Karsten Sperling AngularJS Copyright (c) Google, Inc. AngularJS UI Bootstrap Copyright (c) the AngularUI Team angular-deferred-bootstrap Copyright (c) 2014 philippd angular-file-upload Copyright (c) 2013 danialfarid angular-growl Copyright (c) 2013 Marco Rinck angular-idle Copyright (c) 2013 Mike Grabski angular-mask Copyright (c) 2014 Igor Rafael angular-translate Copyright (c) <2014> <pascal.precht@gmail.com> angular-zeroclipboard Copyright (C) 2014 lisposter(leigh Zhu) angularutils Copyright (c) 2014 Michael Bromley Bootstrap Copyright (c) Twitter, Inc jasmine.js Copyright (c) Pivotal Labs jquery jquery Foundation, Inc. and other contributors Json.NET Copyright (c) 2007 James Newton-King Mordernizr Generic MIT License

4 Moment.js Copyright (c) Tim Wood, Iskren Chernev, Moment.js contributors Unity.MVC Copyright (c) 2013 FeedbackHound ui-grid Copyright (c) the AngularUI Team ZeroClipboard Copyright (c) Jon Rohan, James M. Greene Apache License Licensed under the Apache License, Version 2.0 (the "License"); you may not use this file except in compliance with the License. You may obtain a copy of the License at Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language governing permissions and limitations under the License. dotless Copyright (c) dotless project, unity Generic Apache License, Version 2.0 Microsoft EULA Microsoft ASP.NET Identity Core Microsoft ASP.NET MVC Microsoft ASP.NET Razor Microsoft ASP.NET Web Optimization Framework Microsoft ASP.NET Web Pages Microsoft Token Validation Extension for Microsoft.Net Framework 4.5 Microsoft.Web.Infrastructure WebGrease NUnit License Copyright Charlie Poole Copyright James W. Newkirk, Michael C. Two, Alexei A. Vorontsov Copyright Philip A. Craig

5 Contents Introduction... 1 System Requirements... 1 User Terminology... 1 Session Timeouts... 2 Logging In... 3 Creating a Secret Question... 3 Choosing an Identification Phrase... 4 Viewing Collection Items... 6 The Current Transaction Summary... 6 The Collection Summary...11 Collection Item Status Report...13 Collection Attempt Summary...15 Building Collection Reports...18 Collection Report Builder...18 Pulling Transactions...19 Collection Item Report (Builder)...21 The Collection Attempts Transaction Report and Event Report Builders...22 ACH Collections i

6 Introduction The is a guide for your organization s transaction monitoring of the ACH Collection utility available through the application. Your organization s site administrator will need to assign specific privileges and roles in order for you to access this feature. For more information about the Administrator assigning privileges and roles, please see the User Administrator Handbook. The ACH Collections utility gives a user the ability to monitor all ACH transactions that have been set up for re-presentments and are in the collection process. Collection items can be identified and displayed in reporting. There are three tools used to track returned transactions. Status Summary Featured on the Collections page of the application, this table lists all the items entered in the system within the past 60 calendar days. A total count and amount for each transaction within a status is displayed. Reports Use a report builder to list collection items and other transactions in the system for a location or multiple locations within a specified date range. Collection Details View information pertaining to the transaction within the collection process. Details such as original (face) amount, reference numbers, and attempts at collection are displayed. System Requirements In addition to high-speed Internet connection, the following browsers for Microsoft Windows have been approved for use with the application. Windows 7, SP 1: Microsoft Internet Explorer 11 or Google Chrome Windows 8.1: Microsoft Internet Explorer 11 or Google Chrome Windows 10: Microsoft Internet Explorer 11 or Google Chrome User Terminology Throughout this manual, the text will refer to certain parties and their responsibilities when managing your customers with this application. The following terms will help define who is who while performing tasks in the system. 1. Admin User The Admin is responsible for setting up user profiles in the application for persons within your organization. User Admins will establish privileges and roles for users, allowing them to complete tasks with the application. User Admins are capable of the following: Creating, deleting, enabling, or disabling a user 1

7 Resetting a password and providing a temporary password to the user Unlocking a user who has been locked out of the application Assigning specific privileges and roles to a user for completing tasks NOTE: If the Admin needs to perform tasks in managing customers or transactions, it is strongly recommended a separate user profile be created with the appropriate privileges and roles. Using a user profile helps specify which users are performing tasks and prevents miscommunication. 2. User A person within your organization who is responsible for completing tasks within the application as designated by the User Admin. Responsibilities for a user can include: Setting up customer profile information. Editing transaction details. Generating reports. Processing transactions. 3. Customer A client of your organization wishing to make deposits/donations. Session Timeouts The system will automatically log off a user who has been inactive for at least 30 minutes. A Session Timeout Warning appears two minutes before the user is set to be logged out for an opportunity to remain logged in. Click anywhere in the application to remain logged in. FIGURE 1 - SESSION TIMEOUT WARNING 2

8 Logging In Your Admin user will provide you with your site s URL address, your user name, case-sensitive temporary password, and the company name that you will need upon first logging in to the system. Save the URL for future use as a route of access into the application. 1. Once at the provided URL address, complete the User Name, Password, and Company fields. Select Login. 2. The system will prompt you to change your password. Passwords expire every 90 days and are case-sensitive. Use the following guidelines when creating a new password. At least 1 uppercase letter At least 1 lowercase letter At least 1 number 8-15 characters in length 3. Select Update Password. Creating a Secret Question A secret question is a tool used when you forget your password and can have another temporary password generated and sent to an address. Without an address in a user s profile, that user will not be able to answer a secret question for a new password for access into the system. The admin will need to manually edit/enter an address for each user within your organization, so that a user has the option to request a new password by answering a secret question in the application. Secret questions do not need to be a complete question or contain a question mark. Secret questions and answer are not case-sensitive fields. Once an admin has entered an address for the merchant user profile, use the following steps to configure the secret question that will be asked of the user, before a new password can be generated and sent to the applicable address. If the secret question is answered correctly, you will receive an with a new temporary password. NOTE: Single sign-on users do not need to set up a secret question. 1. Log in to the application and select User menu My Settings. FIGURE 2 - MY SETTINGS OPTION 3

9 2. The system will prompt you for your current login password in order to reach the My Settings page. Once there, make changes to the password, secret question, and/or authorized caller sections, as needed. FIGURE 3 - MY SETTINGS PAGE 3. Click Update when finished. Choosing an Identification Phrase The EPS Support team answers questions about EPS products in the event you need additional help with the system application. EPS takes support-related calls from users who have been designated as an authorized caller by the admin user. If you have been designated as an authorized caller, you will need to set up an identification phrase and answer to verify your status when calling EPS Support for assistance. Authorized callers: For specific questions about an application, please contact our support team at or at epssupport@profitstars.com NOTE: Non-authorized callers who contact EPS Support will be referred back to their first line of support. 1. Log in to the application and select User menu My Settings. 2. The system will prompt you for your current login password in order to reach the My Settings page. Make changes to the Identification Phrase sections, as needed. 3. Type the answer to the question in the Enter New Identification Response field, and again in the Confirm New Identification Response field. 4

10 EPS Support will verify this answer when you call. From this page, you can also make changes to your password or secret question and answer if needed. 4. Select Update when you are finished. 5

11 Viewing Collection Items You have the ability to monitor transactions within the application and identify the status of transactions. There are three summaries available to you for viewing collections. The Current Transaction Summary covers all the transactions entered into the system, while the Collection Summary and Collection Attempt Summary are specific to collection items. In addition, you have the option of building custom reports with search filters you ve selected. Please see Building Collection Reports for more information about selecting filters for custom reports. The Current Transaction Summary The Current Transaction Summary can be found on the Dashboard upon logging in. It is a numerical display of the total number of items and dollar amounts of all ACH, Check 21, and credit card debits, credits, refunds, returns, and collection items for all locations being processed by a customer. It covers a rolling 60-day period and is broken down by a transaction s current status within the system. Although there are many reports you can use to view transactions, the Current Transaction Summary allows you to quickly identify any unusual activity regarding your transactions with any of the following status types: Declined Error In Collection Voided Uncollected NSF Suspended (requires financial institution s action to approve or void) Disputed Invalid/Closed Account The following table provides a list and definition of all the transaction statuses within the system, for reference. Status Approved Processed Definition The transaction has been verified and will be processed at the designated cut-off time. The transaction has been transmitted to the appropriate network (ACH or Check 21). Changes can no longer be made, and the transaction can no longer be voided. 6

12 Status Collected Awaiting Capture Awaiting Approval Declined Voided Error In Collection Other ACH Returns Unauthorized Uncollected NSF Suspended Disputed Invalid/Closed Account Definition (ACH Only) The transaction, originally returned NSF, has been represented to the Federal Reserve by ProfitStars, and funds were recovered. Status for credit card transactions only. The transaction has been verified, but the amount of the transaction exceeded the Dual Authorization limit of the user who created it. An authorized approver must review and then either approve or void the transaction. The transaction has been declined by the system and will not be processed. The transaction exceeded either Dual Authorization limits or Velocity limits. The transaction has been voided and will not be processed. Transactions cannot be voided once they are in the Processed status. An internal error has occurred within the EPS system. Contact your first line of support. (ACH Only) The transaction, returned NSF, is in the process of being re-presented to the Federal Reserve by ProfitStars. The ACH transaction has been returned by the Federal Reserve. The transaction will be charged back. This includes the total number of transactions and total amount that have been returned with one of five Unauthorized Return Reason Codes (R05, R07, R10, R29, R51). Note: These R codes will no longer be included in the Disputed status totals. (ACH Only) The transaction was returned to ProfitStars NSF by the Federal Reserve, and funds could not be recovered. The transaction has been verified, but it has exceeded Velocity limits. This item requires action from a user within your organization. (ACH Only) The transaction was returned to ProfitStars by the Federal Reserve because the account holder at the receiving financial institution has disputed its validity. The transaction will be charged back (reversed). (ACH Only) The transaction was returned to ProfitStars by the Federal Reserve because the account number at the receiving financial institution was invalid or because the account was closed. 7

13 Status Resolved Other Check21 Returns Definition The transaction has been moved into a Resolved status by a user to indicate that no further action related to the transaction is required. Transactions can be moved into a Resolved status from a status of Declined, Voided, Invalid/Closed Account, Disputed, Uncollected NSF, Error, or In Research. The Check21 transaction has been returned by the Federal Reserve. The transaction will be charged back. The below figure is an example of the Current Transaction Summary on the Dashboard upon logging into the system. FIGURE 4 CURRENT TRANSACTION SUMMARY The Transaction Status report is a pre-defined report listing all transactions in a specific status. It is automatically generated when you select a status link from the Current Transaction Summary. The list will contain items that have been processed within the last 60 days and give you access to individual transaction information and images of the scanned items as well. Follow the steps below to generate a Transaction Status report. 8

14 1. Log in to the application and select a status that appears as a link and contains values in the Current Transaction Summary (for example, Approved in the graphic below). FIGURE 5 CURRENT TRANSACTION SUMMARY, APPROVED STATUS LINK 2. A list of the first 25 transactions (default value) is displayed. Select View in the far left column to view details about that transaction. 9

15 FIGURE 6 CURRENT TRANSACTION SUMMARY, APPROVED INDICATED 3. The Transaction Details page appears for that status. Select Show Events and/or Show Audit History to view more details about the transaction. FIGURE 7 - SHOW EVENTS AND SHOW AUDIT HISTORY OPTIONS Show Events: The automated steps/processes a transaction has gone through. The most recent steps are displayed first and include the date/time the events took place in Central Time. Show Audit History: Manual interaction with the transaction. Details are displayed with the latest steps first and includes the date/time processes took place in Central Time. 10

16 NOTE: Additional transaction details may be listed depending on the type of ACH transaction displayed. The Collection Summary The Collection Summary is a total of all the collection items within the system for the past 60 days and is broken down by a transaction s current status within the system. Use the following steps to view the Collection Summary. 1. Log in to the system and select Collections from the left main menu. FIGURE 8 - COLLECTIONS OPTION The Collections page appears with the Collection Summary. Statuses with posted transactions in the Items and Amount fields will appear as a link. Select a status link in the summary to navigate to the Collection Item Status Report, detailed in the next section. 11

17 FIGURE 9 - COLLECTION SUMMARY AND COLLECTION ATTEMPT SUMMARY The following table describes the statuses listed in the Collection Summary, with definitions for each status type listed in alphabetical order. Status Collected Disputed Pulled Resolved Returned NSF Scheduled Definition A transaction has been recovered. An account holder has disputed the transaction. The transaction will be charged back (returned). An individual within your organization has pulled the transaction from the collection process. No further processing will occur. An individual within your organization has marked this transaction as resolved. No further processing will occur. A transaction has been returned for insufficient funds. An attempt has been made, or is scheduled to be made, to collect the face value and/or return item fee (if applicable) of a transaction. The transaction has not yet been settled. 12

18 Status To Be Scheduled Uncollectable Unauthorized Definition A transaction has returned and needs to be scheduled to be represented. A transaction could not be recovered. This includes the total number of transactions and total amount that have been returned with one of five Unauthorized Return Reason Codes (R05, R07, R10, R29, R51). Note: These R codes will no longer be included in the Disputed status totals. Collection Item Status Report The Collection Item Status Report is a pre-defined report listing all collection items within a specific status in the last 60 days. It automatically generates when you select a status link from the Collection Summary. 1. Log in and select Collections from the left main menu. 2. On the Collection Summary, select a status link with Items and Amount fields posted. FIGURE 10 - CURRENT COLLECTION ITEM SUMMARY, WITH COLLECTED STATUS INDICATED 3. The Collection Item Status report appears, with collection items from the specific status you selected. For example, selecting the Collected status will draw a report with all the items that have been collected. 13

19 FIGURE 11 - COLLECTION ITEM STATUS REPORT 4. Select View to the left of a collection item to see more information about that transaction. FIGURE 12 - VIEW ICON The Collection Details page appears, with information about the collection item. 14

20 FIGURE 13 - COLLECTION DETAILS PAGE Collection Attempt Summary The Collection Attempt Summary displays all the collection attempt transactions in the system within the last 60 days. Any ACH item that has been returned within the last 60 days will be included in the summary for the status corresponding to the reason for return or collection status. 1. Log in and select Collections from the left main menu. 2. Scroll down the page to view the Collection Attempt Summary. Select a status link with items to view a report for those items. 15

21 FIGURE 14 COLLECTION ATTEMPT SUMMARY 3. Once you select a status link, a list of items in that status are generated in a report. Select View to the left of a transaction to see more information about a particular collection item. FIGURE 15 - SAMPLE COLLECTION ATTEMPT REPORT 16

22 The Transaction Details page for that item appears. FIGURE 16 - TRANSACTION DETAILS PAGE 17

23 Building Collection Reports There are different reports available for users to monitor transactions in the collection process. Some reports have pre-determined parameters, such as an account location and date range. Other reports allow you to specify whether you are searching for collection items with an NSF fee or simply the face value of the time. You may also choose to pull a transaction from the collections utility if need be. Collection Report Builder The Collection Report Builder lists all items in the collection process for either a specific location or all locations within a specific range of dates. It can be used to find specific collection items if you know approximately when the collection item entered the system. 1. Log in and select Collections from the left main menu. 2. Select Collection Report on the right. FIGURE 17 - COLLECTION REPORT BUILDER OPTION 3. The Collection Report Builder page appears. Select a Location from the drop-down menu. If you know an approximate date when the transaction was returned NSF and became a collection item, select a date range in the Start Date and End Date fields. Select Run Report. The results of the report display on the page. 18

24 FIGURE 18 - COLLECTION REPORT BUILDER RESULTS More information is available to view on each collection item. a. Select View to navigate to the Collection Details page with more information about the collection item. b. Scroll to the right of the report to see the Original Reference Number, which you can select to navigate to the Transactions Details page, with information about the original transaction. Pulling Transactions A collection item can be pulled from the collection process, if needed. An item can only be pulled from the collection process if there are collection attempts still remaining, the item has not been labeled as uncollectable, and the item cannot have been sent out for collection. 1. Log in and select Collections from the left main menu. 2. Select the Collection Report option to search for a collection item. NOTE: If you are unsure when a transaction was returned and became a collection item, you may view all the collection items within the past 60 days using the Collection Summary on the Collections page. 3. On the Collection Report page, select a Location, and enter a date range with the Start Date and End Date fields. Select Run Report. 4. From the report results, select View under the View column for the collection item you wish to view. 19

25 5. The Collection Details page appears. Under the Collection Items section, select the Resolve option to the right. FIGURE 19 - PULL FROM COLLECTION OPTION 6. The system will prompt you to confirm pulling this item from collection. Enter a reason for resolving the transaction and select the check mark to finish. FIGURE 20 - CONFIRM PULL OPTION 20

26 Collection Item Report (Builder) The Collection Item Report Builder lists all items in the collection process for either a single location or all locations within a specified range of dates. 1. Log in to the system and select Collections from the left main menu. 2. Under the Collection Reports heading, select Item Report on the right. FIGURE 21 - ITEM REPORT LINK 3. The Collection Item Report Builder page appears. Select an account location for the Location Name Test field. FIGURE 22 - COLLECTION ITEM REPORT BUILDER PAGE 21

27 4. Complete the Start Date and End Date range fields. 5. In the Status field, select the status of the collection item(s) you wish to see. 6. In the Face or Fee field, select whether you would like to view only items with a Face value (no fee values) or only Fee items. You may also select Any to have both types of items in your search results. 7. In the Current Attempt field, select a number for an item s attempt at collection. For example, if you wish to see items that have only one collection attempt, select Select Run Report. The report results will display on the page. 9. Select the view link underneath the view column to see the collection details for an item. The Collection Attempts Transaction Report and Event Report Builders The Collection Attempt Report is a report based primarily on the status of a transaction. This report is similar to the Item Report detailed earlier in this document. However, you have the option of customizing the report to better fit your search criteria. The Event Report is based on the transactions that meet the criteria selected in your report filters and the automated processes they have completed. It includes an additional filter, the Event filter, which allows you to search by the events a transaction has been through, such as a voided, settled, or collected status. 1. Log in and select Collections from the left main menu. 2. From the left navigational bar, under Transaction Reports, select to run either the Transaction Report Builder or Event Report Builder option. FIGURE 23 - TRANSACTION REPORT BUILDER AND EVENT REPORT BUILDER OPTION 3. The system will navigate you to the report builder utility. Enter a name for the report in the Title field. 22

28 FIGURE 24 - TITLE FIELD 4. Four different filters may be used to customize your report. Report Type - Designate if your report will be a Transaction Report based upon the current status of a transaction, or a Historical Event Report based upon past events a transaction has been through in the system. Date Range - In the Date Type field, select either Transactions Created or Effective Dates for the report, which will determine if the report displays transactions based upon the date they were created versus the date they took effect. Select a pre-specified date range using the Export Date Range option (ideal for recurring reports), or specify your own date range with the Start Date and Start Time and the End Date and End Time fields. FIGURE 25 - DATE RANGE SECTION 23

29 NOTE: If you are creating a Historical Event report, a custom date range will be unavailable. Advanced filters section: specify the Location and Status of the transaction you wish to have in your report. Settlement Status: Whether a transaction has been deposited. Designate a single status or multiple statuses by selecting the appropriate check box(es). Origin of Transaction: Determines how the transaction was received and will be coded. You may designate a single origin for the report or multiple origins by selecting the check box next to each option. Originated As: Specifies how the transaction will be processed. You may designate a single type or multiple types. Account Type: Determines the type of transaction the report will display. You can select a specific account type or select ALL. Operation: This option specifies what process a transaction has been through. You may designate one process or select ALL. Authority Response Code: This option represents the types of return responses that can be received for a transaction. Select a specific response code or select ALL. Amount Range: The From and To options allow you to look for transactions with a specific amount or between amount values in decimal format (XX.XX). Report Column Headers This section allows you to organize how the report displays. Select the View check box next to any fields to have them show on the report. Under Prioritize, use the arrows to change the order in which information appears. For example, select the upward arrow to have a field listed before others, or the select the downward arrow to have other fields listed before it. Use Freeze to lock fields when viewing a report. This will hold certain fields in view while you explore the rest of the report information. 24

30 FIGURE 26 - REPORT COLUMN HEADERS SECTION 5. At this time, you may choose to select the Share to All Users check box if you want to have this report available for other users to view. If you selected New Shared Report previously, this box will already be selected. Alternatively, you may wish to save the report for your own use at a later time by selecting Save to My Reports. This option will both save the report and generate a report to view. FIGURE 27 - SAVE AND RUN REPORT OPTIONS The report displays results. Use the filters to change the report and select Run Reports again, or you can print/export the report, as needed. Column headers in the report are selectable for organization. Select a column header to organize the report based on that column s information, in either ascending order (designated by an upward arrow) or descending order (designated by a downward arrow). Select View to the left of an item to view more details about the transaction. To change the report template, adjust the report filters as desired, and select Save to My Reports, which will save the filter options as a template for later use. NOTE: Be sure to select the Share to All Users check box if you wish to save the report for others to use. 25