Operator s Manual Version 5.4 MEMO FINANCIAL SERVICES, INC. BILL PAYMENTS TERMINAL VERSION OPERATOR S MANUAL

Transcription

1 Operator s Manual Version 5.4 MEMO FINANCIAL SERVICES, INC. BILL PAYMENTS TERMINAL VERSION OPERATOR S MANUAL MEMO Technical Support MEMO Financial Services Bill Payments Terminal Page 1

2 Version 5.4 MEMO Bill Payments Terminal Table of Contents 1. MAIN MENU SETTING UP CLERKS (Manager Only) Set Up the Manager Password Add a Clerk Delete a Clerk Change Passwords Force Sign-Off SIGNING ON AND OFF SELECTING A BILLER OR PRODUCT 7 2. PROCESSING TRANSACTIONS BILLPAY Account Number (required) Last Name, First Name (required) Address, City, State, Zip Code (optional) Transaction Amount (required) Fee Amount (required) Check Amount (optional) Check Printing (required if payment made by check) Cash Amount Total Due Finalize the Transaction TRANSACTION PROCESSING Submit the Transaction Receipt Printing Receipt Printing Issues TERMINAL UPDATES ERROR MESSAGES Maximum Amount Warning Invalid Account Number Duplicate Transaction Warning Communication Errors VOIDING A PREVIOUS TRANSACTION PRINTING A DUPLICATE RECEIPT PRINTING REPORTS SHIFT REPORT END-OF-DAY DETAIL REPORT END-OF-DAY SUMMARY REPORT REPORT SAMPLES TRANSACTION EXAMPLES 22 Page 2 Operator s Manual

3 Operator s Manual Version MAIN MENU The screen which appears after the terminal is turned on is the Main Menu. On this screen you can: Sign on and off Select the biller to process a payment for Set up and edit clerks (Managers only) Shut down the terminal Welcome To MEMO Bill Payments Copyright The status line at the bottom of the Main Menu shows which clerk is currently signed on. MEMO Financial Services Bill Payments Terminal Page 3

4 Version 5.4 MEMO Bill Payments Terminal 1.1. SETTING UP CLERKS (Manager Only) If the Store Manager chooses to enter the names of the clerks who will be using the terminal, then each clerk must sign on before processing payments. Alternately, payments can be processed without defining any clerks, by always signing on as the Store Manager. The clerk s name or Store Manager appears on all receipts Set Up the Manager Password Before entering any clerks, the Store Manager must first define a manager s password, to prevent unauthorized changes to the clerk list. Press F4 from the Main Menu to access the Edit Clerks screen. You will be prompted to sign on as Store Manager: When the terminal is first installed the Store Manager password is blank, so leave the password field empty for now and press F2 or Enter. The Edit Clerks screen will appear: There should be a single pre-set entry for Store Manager in the clerk list. If there are already clerks set up, see section Change Password. Press F7 or TAB to edit the Store Manager entry. Type the manager password you wish to use and press TAB. Type the manager password again then press F11 to close the Edit Clerks screen, or proceeded to the next section to start adding clerks. The manager password must be at least 6 letters/numbers long. Do not choose anything obvious such as a person s name, the store name, etc. If you forget the manager password, you must contact the MEMO Technical Support. See the inside back cover for telephone numbers. A new temporary manager password will be downloaded to the terminal, then you can change it as described in section above. Page 4 Operator s Manual

5 Operator s Manual Version Add a Clerk To add a clerk, press F3 from the Edit Clerks screen. The text (New Clerk) will appear in the User Name field and it will be highlighted. Type the clerk name (it will overwrite the New Clerk text) and press TAB to reach the Password field. Type the clerk password and press TAB to reach the Retype Password field. Re- Type the clerk password again. Press F3 to set up another clerk, or F11 to close the Edit Clerks screen. If the clerk passwords are left blank (empty), those clerks will be able to sign on without entering a password Delete a Clerk To delete a clerk, press F6 from the Edit Clerks screen. Then use the arrow keys to select the clerk name on the left and press F7 or TAB. The clerk name and password will be populated on the right. Press F4 and then press F2 to confirm the deletion Change Passwords To change a clerk or Store Manager password, press F6 from the Edit Clerks screen. Then use the arrow keys to select the clerk name on the left (or Store Manager ), and press F7 or TAB. The clerk name and password will be populated on the right. Press TAB to reach the Password field, and type over the new password. Press TAB to reach the Retype Password field and type the new password again. Then press F11 to close the Edit Clerks window, or you can continue editing clerks Force Sign-Off By default, once a clerk (or the Store Manager) signs on they remain signed on indefinitely, and they can process multiple transactions until they sign off. For additional security, you can require clerks to sign on before every transaction by enabling the Force Sign-Off feature. MEMO Financial Services Bill Payments Terminal Page 5

6 Version 5.4 MEMO Bill Payments Terminal To enable the Force Sign-Off feature, press TAB until the Force Sign-Off After Each Transaction field is highlighted, then press the SPACEBAR to place a check mark in the box. Then press F11 to close the Edit Clerks window, or you can continue editing clerks as described above SIGNING ON AND OFF Each clerk (or the Store Manager) must sign on before processing payments. To sign on, press F3 from the Main Menu or select a product. The following screen will appear: Use the arrow keys to highlight your name from the list, and press Enter. If the Store Manager assigned you a password, press TAB and type your password. Then press F2 or Enter. You can now process transactions, as described in the next section. When finished processing payments (i.e. your shift is over), remember to press F3 from the Main Menu to sign off. If you forget to sign off, other clerks will be able to process payments under your name. Depending on how the store manager has configured the terminal, it may leave you signed on indefinitely, or you may need to sign on for every transaction. The name of the clerk who is currently signed on appears at the bottom of the screen. Clerks who forget their password must contact the Store Manager. MEMO is unable to reset clerk passwords. Page 6 Operator s Manual

7 Operator s Manual Version SELECTING A BILLER OR PRODUCT Welcome To MEMO Bill Payments Copyright Billers, such as utility companies, merchants and municipalities, are displayed on the Main Menu in alphabetical order. To select the biller you wish to process a payment for, type the first letter of its name. The highlight will jump to the first item that starts with that letter. Then, repeat pressing the same letter or use the arrow keys until you highlight the desired item, and press Enter. The Transaction Entry screen will appear. MEMO Financial Services Bill Payments Terminal Page 7

8 Version 5.4 MEMO Bill Payments Terminal 2. PROCESSING TRANSACTIONS 2.1. BILLPAY After selecting a biller from the Main Menu, the Transaction Entry screen will appear: The Transaction Entry screen looks the same for all billers. ALWAYS VERIFY THE CORRECT BILLER IS DISPLAYED HERE BEFORE PROCEEDING! To exit the Transaction Entry screen at any time and return to the Main Menu, press F11. To clear all entries at any time and start over, press F4. To process a billpay transaction, follow the steps on the next page. Required fields cannot be skipped - the terminal will display an error message if you attempt to exit a required field without filing it in. Page 8 Operator s Manual

9 Operator s Manual Version Account Number (required) MANUAL ENTRY: Carefully enter the account number and press Enter or TAB. Consult your Utilities Reference Guide (located in Section 2 of this manual) for instructions on how to identify the account number for each specific bill Last Name, First Name (required) Enter the customer s last name as it appears on the bill or on the substitute payment slip, and press Enter or TAB to continue. Enter the customer s first name, and press Enter or TAB to continue. For repeat customers, when the account number is entered, the previously entered customer name and address will be filled in automatically Address, City, State, Zip Code (optional) Enter the address, city, state, and zip code if you have time, otherwise press Enter or TAB four times to move the blinking cursor to the Transaction Amount field. The address information facilitates the resolution of customer service issues, if they arise Transaction Amount (required) Enter the amount the customer wishes to pay, including the decimal point. If no decimal point is entered, the terminal will add a decimal point before the last two digits. For example: becomes $10.00, becomes $1.75, and 2 9. becomes $ For some billers, a list with fixed amounts will appear. In that case, use the arrow key to highlight the desired amount. After entering or selecting an amount, press Enter or TAB to continue. Do not include the fee in the transaction amount Fee Amount (required) If this biller has only one fee, the Fee Amount field will be filled in automatically. If more than one fee is listed, use the arrow key to select the correct fee. Then press Enter or TAB to continue. MEMO Financial Services Bill Payments Terminal Page 9

10 Version 5.4 MEMO Bill Payments Terminal Check Amount (optional) This field is used only if the customer is paying for part of the transaction or for the whole transaction by check. Enter the check amount and press Enter. Do not include the fee in the check amount the fee must always be paid in cash. Agents may only accept checks from MEMO authorized billers. The check amount field will be deactivated if only cash payments are allowed for this biller Check Printing (required if payment made by check) Does not apply for cash-only transactions. If an amount was entered in the Check Amount field, the following message will appear on the screen after the receipt is printed: Do not attempt to tear off the receipt yet. Press the Release button on the printer. If it was done correctly the Ready light on the printer will flash and you will hear the printer head pull away from the receipt paper. Insert the check in front of the receipt paper with the front of the check facing away from you and the bottom of the check down. Make sure the check hits the bottom of the printer, then press F2 or Enter. The centralized check returns information and transaction information will be printed on the back of the check automatically. Then remove the check from the printer and tear off the receipt. The transaction has been completed successfully! Deposit the check along with your regular deposit. After every transaction, the terminal returns to the Billers list on the Main Menu. To process another transaction, repeat the steps described in section 1.3-SELECTING A BILLER OR PRODUCT. Page 10 Operator s Manual

11 Operator s Manual Version Cash Amount This field is automatically calculated by the system and shows how much cash must be collected from the customer the transaction amount plus the fee, minus any check amount Total Due This field is automatically calculated by the system and shows the total amount that must be collected from the customer in cash and check (if any), including the fee Finalize the Transaction Take a moment to verify that the information on the screen is correct, especially the product name, account number and amount. If you see an error, press the Enter or TAB key until the flashing cursor moves to the incorrect field, and make the correction. Once you are certain all the information on the screen is correct, press F2 to finalize the transaction. The following screen will appear: For some billers, in order to reduce keying errors you will be prompted to re-enter the account number and/or the amount: To submit the transaction to MEMO, press F2 again, or press Enter. OR Re-enter the account number (if required) and press the TAB key. Then re-enter the amount (if required) and press F2 to submit the transaction to MEMO. MEMO Financial Services Bill Payments Terminal Page 11

12 Version 5.4 MEMO Bill Payments Terminal 2.2. TRANSACTION PROCESSING Submit the Transaction The following series of messages will appear on the screen while the transaction is processed: For Dial-Up Terminals: INITIALIZING MODEM... DIALING (PHONE NUMBER)... CONNECTED, WAITING FOR RESPONSE... SENDING TRANSACTION... PRINTING RECEIPT... TRANSACTION COMPLETE! For Internet Terminals: CONNECTING... WAITING FOR AUTHORIZATION... PRINTING RECEIPT... TRANSACTION COMPLETE! On average, a transaction takes seconds to complete through dial-up, and 5 seconds to complete through the Internet, assuming there are no communication problems. See sections 2.3-TERMINAL UPDATES and 3-ERROR MESSAGES for information about other messages that may appear during transaction processing Receipt Printing If the transaction is processed successfully, a receipt similar to the one shown here will print: MEMO Give the WHITE COPY to the consumer. Attach the YELLOW COPY to the Bill/Substitute Payment Form and keep it on file for 90 days. The message at the bottom of the receipt will vary for each biller and product. Page 12 Operator s Manual

13 Operator s Manual Version Receipt Printing Issues!!! IF A RECEIPT DOES NOT PRINT, DO NOT SUBMIT THE SAME TRANSACTION AGAIN WITHOUT CHECKING IF THE PAYMENT WAS PROCESSED BY MEMO!!! The status of the F3-Reprint button on the Transaction Entry screen indicates whether the last payment was successfully processed. At the Main Menu, make certain you highlight the same biller or product, then press Enter to return to the Transaction Entry screen and check the appearance of the F3-Reprint button. If the F3-Reprint button is deactivated (grayed out): If the F3-Reprint button is active (not grayed out): The last transaction was not processed by MEMO. You must either re-enter the transaction or refund the money to the customer. Before refunding the customer's money, if you want additional confirmation that the last transaction was not processed by MEMO, print an End of Day Detail Report as shown on page 19 and make sure the transaction does not appear on the report. OR The transaction was processed successfully by MEMO, and the customer is owed a receipt. Check the printer and see if you can correct the problem Is it out of paper? Is the paper jammed? Is the ribbon worn out? Is the power cord unplugged? After correcting the problem, make sure the Ready light on the printer is lit green. Press the Resume button on the printer if the Ready light is not lit. If you are able to correct the printer problem press the F3-Reprint button to print a duplicate receipt, verify it is for the last transaction, and give it to the customer. If you are unable to correct the printer problem call MEMO Customer Service to obtain the authorization number of the transaction, then void the transaction and refund the money to the customer. See section 4-Voiding a Previous Transaction.!! DO NOT REFUND MONEY TO THE CUSTOMER!!!! WITHOUT VOIDING THE TRANSACTION FIRST!! Do not process any more transactions until the printer problem is corrected. Call the MEMO Technical Support for assistance. See the inside back cover for phone numbers. MEMO Financial Services Bill Payments Terminal Page 13

14 Version 5.4 MEMO Bill Payments Terminal 2.3. TERMINAL UPDATES MEMO can remotely download updates to the Bill Payment Terminal, without requiring a visit to your store. This includes adding new products, changing fees, new receipt text, and many other parameters. If an update has been scheduled for your terminal, the next time you submit a transaction the following messages will appear: Transaction Canceled. Your terminal is being updated by MEMO. Please stand by, this may take several minutes. This process must not be interrupted, so the F11 key is deactivated until the download completes. These updates typically take less than 2 minutes, but occasionally may take several minutes if many new products must be downloaded. Once the update is complete, you can re-enter the transaction as usual. On rare occasions, a message such as Data Transmission Error or Invalid Data may appear during the terminal update process. In that case, simply return to the Transaction Entry screen (select any product except BG&E) and press F9 to re-try the download. You may have to repeat this several times before the update completes successfully. If the download fails repeatedly, contact MEMO Technical Support. See the inside back cover for phone numbers. Page 14 Operator s Manual

15 Operator s Manual Version ERROR MESSAGES These are some of the more common error messages you might encounter. Some less common messages are not shown here. If you have questions about any message that appears on the screen of the Bill Payment Terminal, leave the message on the screen and call the MEMO Help Desk for assistance Maximum Amount Warning If you entered a transaction amount that exceeds the maximum amount for the selected biller, when you press F2 to submit the transaction you will get the following message (the amount will vary): Press F11, correct the amount then press F2 to submit the transaction. For most billers, this message cannot be bypassed the F2 key will be disabled, and you must enter a smaller amount before proceeding. For some billers, you can submit the transaction in spite of this warning in that case, first make certain the displayed amount is correct Invalid Account Number If the account number was entered incorrectly, one of the following messages will appear on the screen after the CONNECTED, WAITING FOR RESPONSE or WAITING FOR AUTHORIZATION message: - or - Press F11 or Enter to return to the Transaction Entry screen, correct the account number and press F2 to resubmit the transaction. MEMO Financial Services Bill Payments Terminal Page 15

16 Version 5.4 MEMO Bill Payments Terminal Duplicate Transaction Warning If you try to submit a second transaction on the same day for the same biller and account number and amount, the following message will appear (the wording may be different on older terminals): If you are intentionally submitting a second identical transaction, then press F2 to continue. If you are re-submitting the previous transaction because a receipt did not print the first time: Be aware that the previous transaction may have been successfully processed by MEMO even if no receipt printed. In that case, re-submitting the same transaction again would result in two transactions being processed and drafted. Press F11 to cancel, then follow the directions in section (Receipt Printing Issues) to determine if the previous transaction was successfully processed, and for help correcting printer problems and re-printing the receipt Communication Errors If there is a communication problem while the transaction is being sent to MEMO, you will see a corresponding error message on the screen, such as: No Dial Tone Busy Disconnect Server Unavailable Invalid Data Received Data Transmission Error Timeout The transaction information is left on the Transaction Entry screen. Press F11 to acknowledge the error message, then press Enter or F2 to try again. If the error still appears after three tries, contact MEMO Technical Support. See the inside back cover for phone numbers. With Internet terminals, if there is a communications problem the terminal will automatically attempt to re-submit the transaction via dial-up. Page 16 Operator s Manual

17 Operator s Manual Version VOIDING A PREVIOUS TRANSACTION Never void a transaction without first obtaining the receipt from the customer! If you want to void the previous transaction because a receipt did not print: Instead, try using the F3-Reprint button to print a duplicate receipt. See in section (Receipt Printing Issues) for help correcting printer problems and re-printing the receipt. If the printer is still not functioning, call MEMO Customer Service to obtain the authorization number of the transaction to be voided. See the inside back cover for phone numbers. To void a previous transaction, you must have the authorization number of the transaction. The authorization number appears on the receipt just below the transaction date and time. From the Main Menu, select the biller of the transaction to be voided and press Enter. In the Transaction Entry screen, press F7 then press the right arrow twice. Type the authorization number of the transaction you wish to void (you can skip any leading zeroes) and press TAB or Enter. Type the account number of the transaction you wish to void and press TAB or Enter. The rest of the transaction information will be populated automatically on the screen. Press F2 twice to complete the transaction. A void receipt like the one shown below, with a new authorization number, will be printed automatically. MEMO Transactions cannot be voided the next day. Some billers also have a daily cutoff time, such as 7:00 pm. Transactions submitted before the cutoff time for that biller cannot be voided after the cutoff time. Some biller do not allow voids. In that case, the F7 portion of the screen will be disabled. MEMO Financial Services Bill Payments Terminal Page 17

18 Version 5.4 MEMO Bill Payments Terminal 5. PRINTING A DUPLICATE RECEIPT To re-print a receipt after the transaction is completed, select the same biller from the Main Menu, press Enter to return to the Transaction Entry screen and press F3. A receipt labeled DUPLICATE along the top will be reprinted automatically. If the transaction included a check, you will be prompted to select either the receipt or the check for re-printing. A receipt can be reprinted only for the last transaction that was processed, and only from that product s Transaction Entry screen. The F3 key will be deactivated (grayed out) for all other products. 6. PRINTING REPORTS There are three types of reports that can be printed from the terminal Shift Report, End of Day Summary and End of Day Detail. The Shift Report and End of Day Detail Report formats are identical, and include details for every individual transaction. However the Shift Report can be run for more than one day, or just part of a day (i.e. a shift), whereas the End of Day Detail Report always includes one entire day. The End of Day Summary report includes totals only it does not include individual transaction details. It is printed automatically every morning around 3 am, for the previous day s transactions. All reports can be printed manually at any time. To print a report manually, press F5 from the Transaction Entry screen. The following screen will appear: Page 18 Operator s Manual

19 Operator s Manual Version SHIFT REPORT To print a Shift Report for the entire current day, simply press F2 from the Reports screen. To print a Shift Report for only part of one day (i.e. one shift), or for a range of days, press TAB to move to each of the 4 fields Start Date and Time, End Date and Time and type the desired date/time in each field (without slashes or colons). Then press F2 to run the report END-OF-DAY DETAIL REPORT To print an End-of-Day Detail Report for yesterday, from the Reports screen press Enter or once, and then F2. To print an End-of-Day Detail Report for a different day, press Enter or once, then press TAB. Type the desired date (without the slashes) and press F END-OF-DAY SUMMARY REPORT This report prints automatically every night around 3 am for the previous day s transactions. To manually print an End-of-Day Summary Report for yesterday, from the Reports screen press Enter or twice, and then F2. To print an End-of-Day Summary Report for a different date, press Enter or twice then press TAB. Type the desired date (without the slashes) and press F2. MEMO Financial Services Bill Payments Terminal Page 19

20 Version 5.4 MEMO Bill Payments Terminal 6.4. REPORT SAMPLES Shift Report and End of Day Detail Report: The type of report Biller name, sorted alphabetically. Real Time Clients 12/01/2008 Shift Report 12:14 PM Store Start: 12/01/ :00 AM End: 12/01/ :00 PM BILLPAY Clients CAVALIER TE $ $1.00 CAVALIER TE $ $1.00 NEXTEL COMM $ $0.50 NEXTEL COMM $ $0.50 PEPCO $ $1.00 PEPCO $ $1.00 ========== Grand Totals ========== BILLPAY Totals: Total Transactions: 6 Total Voided: 0 Net Transactions: 6 Total # of Checks: 0 Total Checks: $0.00 Total Cash: $ Total Face: $ Store Fees: $5.00 MEMO Fees: $4.00 Total Fees: $9.00 Grand Total: $ Total Due MEMO: $ Total collected in cash and checks for all transactions, including fees. The date/time when the report was printed. The starting and ending dates / times this report covers. For the EOD Detail Report, the time range is always 12:00 am to 11:59 pm. Total checks collected. Total cash collected for all billpay transactions, including fees. Total collected in cash and checks for all billpay transactions, not including fees. Total cash collected for all Bill Payment transactions, including commissions. This sample is for terminal versions 5.4 and higher. The reports on earlier versions of the Bill Payment Terminal are formatted differently. More on Next Page Page 20 Operator s Manual

21 Operator s Manual Version 5.4 End of Day Summary Report: This is the report which print automatically every night around 3 am, for the previous day s transactions. The format is identical to the other reports except it does not include the individual transaction details. Real Time Clients EOD Summary Report Store Start: 12/01/ :00 AM End: 12/01/ :59 PM ========== Grand Totals ========== BILLPAY Totals: Total Transactions: 6 Total Voided: 0 Net Transactions: 6 Total # of Checks: 0 Total Checks: $0.00 Total Cash: $ Total Face: $ Store Fees: $5.00 MEMO Fees: $4.00 Total Fees: $9.00 Grand Total: $ Total Due MEMO: $ See the previous page for a description of the various line items in this report. This sample is for terminal versions 5.4 and higher. The reports on earlier versions of the Bill Payment Terminal are formatted differently MEMO Financial Services Bill Payments Terminal Page 21

22 Version 5.4 MEMO Bill Payments Terminal 7. TRANSACTION EXAMPLES Operation of the Bill Payment Terminal may appear complicated at first, but it s actually quick and simple, and requires minimal data entry. The following examples illustrate the key entries required to perform various operations, always starting from the Main Menu. Clerk Sign-On with Password F3... Enter TAB P A S S W O R D Enter Repeat down arrow until your name is highlighted Your password The Most Common Transaction - Cash Payment for a biller with a Single Fee B... B Enter Enter Account number L A S T Enter F I R S T Enter Customer name Enter Enter Enter Enter Skip the address fields Enter Transaction amount F2 F2 Submit the transaction Press first letter of product name, and repeat until desired product is highlighted Voiding a Payment C... C Enter F7 Go to void mode Press first letter of product name, and repeat until desired product is highlighted Enter Authorization number of transaction to be voided Enter Account number of transaction to be voided F2 F2 Submit the transaction Page 22 Operator s Manual