Contents. allpay Ltd Webconnect user guide V1.3

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2 Contents 1 Introduction to Webconnect Technicalities Internet Security Support and Training allpay Support Training Accessing Webconnect Logging in Home Help News Preferences User Maintenance System Information Cards Request a New Card Submit New Card Request Request a Replacement Card Submit Replacement Card Request Change Reference Direct Debits New Direct Debit Setup Instruction Change Direct Debit Instruction Submit Change Direct Debit Instruction Close Direct Debit Instruction Submit Close Direct Debit Instruction Change Direct Debit Address Information Submit Change Address Instruction Payment File Download Payment & Information File Availability File Download Instructions Payment File Types Information File Types Default File Names Concatenated Payment File Download Activating File Concatenation Configuring File Concatenation File Names Concatenated Payment File Download Instructions Re-downloading Payment/Information Files Payment File Search Uconnect Setup a Uconnect Message Submitting a Uconnect Message Request History Search Request History Cancel a Card/DD through Request History Import File Import File into Webconnect Submit Imported File Request Administration Setting up User Accounts allpay Ltd Webconnect user guide V1.3

3 Cloning a User Account Editing User Account Deleting User Account Unlock/Lock User Account Customising Webconnect Default new card address Password Expiry Client Code Descriptions Direct Debit Preferences Managing Account Details Change Address Change Password Contact Information allpay Ltd Webconnect user guide V1.3

4 1 Introduction to Webconnect Webconnect is a secure web-based client communication portal developed and fully supported by allpay Limited. In simple terms it is the system which you will use to communicate information to and from allpay. Using Webconnect, you are able to order new and replacement payment cards, use the Direct Debit service to set up, manage and cancel your customers instructions, and use the download file service to collect notification of payments made by your customers. 2 Technicalities The Webconnect software runs on Web Servers at allpay s office and does not require any installation on the user's (client) computer. The client machine simply needs to run a suitable web browser which, in the case of all standard Windows and Mac computers supplied in recent years, will already be installed by default. The computer will need to be able to access the Internet using its web browser software. Web browser software for use with Webconnect, and any firewall used in conjunction with it, must be enabled for JavaScript, Cookies, Frames and SSL (Secure Socket Layer), the normal, standard browser settings. A minimum screen area of 1024 x 768 pixels is recommended. We recommend viewing Webconnect using Internet Explorer version 7.0 or above. All files downloaded from allpay will be compressed (zipped). To decompress (unzip) these files the client machine requires a de-compression utility (such as WinZip). Windows XP has its own decompression utility built in as standard. Please note: it is not the responsibility of allpay to provide such utilities or to provide technical support for such utilities. 2.1 Internet Security Webconnect uses 128-bit SSL (Secure Socket Layer) encryption, creating an encrypted link between your internet browser and the allpay web servers, ensuring all data transmitted between the two remains secure. 3 Support and Training 3.1 allpay Support Telephone and support is available from allpay during office opening hours. Office opening hours are 9am to 5:30pm Monday to Friday. Contact details can be found at the end of this user guide. 3.2 Training In order to maximise the benefits of Webconnect for your organisation and minimise time and administration in the future, we recommend that all users of Webconnect receive training prior to using the system. Contact details can be found at the end of this user guide. 4 Accessing Webconnect Open your internet browser software and type into your web browser. The following page will now display: allpay Ltd Webconnect user guide V1.3

5 4.1 Logging in 1 Access to the Webconnect system is granted by allpay. We will provide your organisation, at the time of training, with details of your administrator account. It is the responsibility of the administrator to set up user accounts and provide users with their account login details. 2 To log into Webconnect enter the Username, Client code and Password you have been provided with, then select Login. Please be aware that the Password is CASE SENSITIVE. 3 If you get your password wrong 3 consecutive times, the system will lock you out. To unlock an account, refer to section Unlock/Lock user account. Password best practise: All passwords are case sensitive Passwords must be a minimum of 6 characters in length It is recommended that all passwords contain both numeric and alphabetic characters Do not use group, shared or generic passwords Passwords should not be written down 4 Once you have successfully logged in, you will be directed to the homepage. Please note: your home page may differ slightly from the following image. allpay Ltd Webconnect user guide V1.3

6 5 Home The home menu contains access to the general areas of Webconnect. 5.1 Help This area contains access to the user guide, contact information and version history. 5.2 News This area contains the news items posted onto Webconnect, current and historic. 5.3 Preferences This is the area users will go to update their personal details and change the password. An administrator will have a slightly different preferences menu than a normal user. Additionally, an administrator can set up a new card default address, activate password expiry and set up client code descriptions, more about this in the administrator section of this guide. 5.4 User Maintenance This area is only visible to the administrator. This is the area the administrator will access to manage user accounts, more about this in the administrator section of this guide. 5.5 System Information This area contains the payment file status for the current day, as well as the payment file status history of the last five days. allpay Ltd Webconnect user guide V1.3

7 6 Cards Webconnect enables you to order new and replacement cards for your customers. All new and replacement cards will be produced and mailed on the same working day (where possible) if the request is received by 12 noon. Your payment reference card orders can be keyed directly into Webconnect or alternatively can be imported (where a card file, created by yourselves or your systems, containing one or more records is imported into Webconnect and sent to allpay). Importing files is explained later in this manual. 6.1 Request a New Card 1 Select New Cards from the Cards menu (if you do not have the Cards option, contact your administrator who can grant permission to this option). 2 Complete the New Cards form Client Code - The client code represents a particular scheme specific to your organisation. You may have one or multiple codes in the drop-down menu. If you have more than one client code, please ensure that you select the appropriate one. (To display the client code description alongside the client code, refer to section Client code descriptions). Reference - The reference entered into this field will be used by allpay when notifying you of payments made by this customer (this field can contain a maximum of 16 characters). PAN - If you are required to submit the 19 digit PAN to allpay please enter those details into this field (this field is not visible to all clients). Title and First Name - Enter your customer s title, first name or initial. Surname - Only one surname should be entered in this field. If this is a joint account, you are required to designate one surname as the lead account holder (this field can contain a maximum of 19 characters). Name on card - The information entered in this field will be embossed onto the front of the Payment Reference Card. This field can facilitate multiple names i.e. joint accounts (this field can contain a maximum of 27 characters). Address for the card to be sent to This is the card delivery address. The address entered into this field can, for example, be your customer s own address or a care of address at which your customer has agreed to receive mail, or alternatively your own organisations address. Ensure that the details entered are correct and that as much detail as possible is provided to ensure the Payment Reference Card reaches its destination. The postcode is of particular importance. Address card relates to Only enter the address to which payments made using this card will relate. This is not the card delivery address and is optional. (The information entered in this section will be allpay Ltd Webconnect user guide V1.3

8 printed onto the card carrier letter. Note that due to space restrictions on the card carrier letter, only information entered into Address Line 1 will be printed onto the carrier. This area could be used to supply former property details, garage details or other billing information. 3 Once all details have been entered select Save Request. By saving the request you have not sent the request to allpay. The order will be stored in the database awaiting dispatch. 4 The status of the card request will be displayed on the right hand side of the form as either Valid or Invalid as illustrated below: 5 If your order is invalid it must be corrected before allpay can process your request. allpay Ltd Webconnect user guide V1.3

9 To correct the request click View. All invalid requests will be displayed, and from here, the orders can be edited or deleted. Select Edit. The record will be displayed in its entirety enabling you to make the necessary changes. Once the changes have been made select Save Request. By saving the request you have not sent the request to allpay. The order will be revalidated and its status will be displayed on the right hand side of the New Card form as valid or invalid. 6 The New Cards menu will display the number of pending card orders. This information will remain in Webconnect until a user sends the card order or deletes the card order from the database. 6.2 Submit New Card Request Once your order has been validated the page will automatically return to the card order form. From here you can continue to add further Payment Reference Card requests or send the valid orders that you have stored. All valid orders awaiting submission to allpay will be shown on the right hand side of the New Cards form and within the New Cards drop down menu (see previous image). 1 From within the New Cards screen, select View. 2 All New Cards that are waiting to be sent to allpay will be displayed. From here requests can be edited, deleted or sent. 3 Webconnect displays the name of the user who entered the new card order - see Entered By. 4 To send all requests, ensure there is a tick against each request, select Send All Requests. 5 To specify which requests you wish to send, remove the tick from the request you do not want to send, select Send Checked Requests. allpay Ltd Webconnect user guide V1.3

10 6 To edit a request, select Edit against the applicable request. 7 To delete a request, select Delete against the applicable request or select Delete All to delete all pending requests. 8 Confirmation will be given when a card request has been received by allpay. In the rare event of an error please contact IT Support (contact details can be found at the end of this user guide). 9 A confirmation will be generated and sent to the user who sent the order and, optionally, to the administrator. 10 If you wish to cancel or view the order once the request has been sent to allpay, refer to section Cancel a Card/DD through Request History. 6.3 Request a Replacement Card 1 Select Replacement Cards from the Cards menu (if you do not have the Cards option, contact your administrator who can grant permission to this option). 2 When performing a search it is advisable to search by the reference in the first instance as this will be unique to your organisation. If no results are found try searching by the surname. 3 Select the Client Code from the drop down list or alternatively select All. 4 Enter the Reference or Surname (or both) into the relevant fields. 5 Select Search. 6 Webconnect will display the search results. If it is a popular surname you may see more than one result in the list. allpay Ltd Webconnect user guide V1.3

11 7 You may be presented with one or more matches to your search (if you searched on a popular surname for example). From the results page, select View. 8 You will be presented with the card details. You now have three options: a. Update the card details do not dispatch a card (make the required changes and select option Update Details Only). b. Update the card details dispatch a card (make the required changes and select option Order Replacement Card). c. Dispatch a card - no change to details (make no changes, select Order Replacement Card). 9 To change a reference, type the new reference over the existing reference. If the reference field is not editable, contact allpay who will activate the change reference feature. 10 Select Update Details Only or Order Replacement Card. 11 By selecting Update Details Only or Order Replacement Card you have not sent the request to allpay. The order will be stored in the database awaiting dispatch. 12 The status of the card request will be displayed on the right hand side of the form as either Valid or Invalid as illustrated below: allpay Ltd Webconnect user guide V1.3

12 13 If your order is Invalid it must be corrected before allpay can process your request. To correct the request click View. All invalid requests will be displayed and, from here, the orders can be edited or deleted. Select Edit. The record will be displayed in its entirety enabling you to make the necessary changes. Once the changes have been made select Save Request. By saving the request you have not sent the request to allpay. The order will be revalidated and its status will be displayed on the right hand side of the Replacement Cards form as valid or invalid. 14 The Replacement Cards menu will display the number of pending card orders. This information will remain in Webconnect until a user sends the card order or deletes the card order from the database. 6.4 Submit Replacement Card Request Once your order has been validated the page will automatically return to the card order form. From here you can continue to add further replacement card requests or send the valid orders that you have stored. All valid orders awaiting submission to allpay will be shown on the right hand side of the Replacement Cards form and within the Replacement Cards drop down menu (see previous image). 1 From within the Replacement Cards screen, select View. allpay Ltd Webconnect user guide V1.3

13 2 All Replacement Cards that are waiting to be sent to allpay will be displayed. From here requests can be edited, deleted or sent. 3 Webconnect displays the name of the user who entered the replacement card order - see Entered By. 4 Webconnect displays Yes if a replacement card request requires a card to be dispatched see Send Card? 5 To send all requests, ensure there is a tick against each request, select Send All Requests. 6 To specify which requests you wish to send, remove the tick from the request you do not want to send, select Send Checked Requests. 7 To edit a request, select Edit against the applicable request. 8 To delete a request, select Delete against the applicable request or select Delete All to delete all pending requests. 9 Confirmation will be given when a card request has been received by allpay. In the rare event of an error please contact IT Support (contact details can be found at the end of this user guide). 10 A confirmation will be generated and sent to the user who sent the order and, optionally, to the administrator. 11 If you wish to cancel or view the order once the request has been sent to allpay, refer to section Cancel a Card/DD through Request History. 6.5 Change Reference You are able to change the reference on a swipecard through Webconnect. This feature must first be activated by allpay. To see if the feature has been activated follow the section Request a Replacement Card. If the reference field is editable then change reference is active, if the field is not editable then changes cannot be made to the reference until this has been activated by allpay. To change a reference, follow the section Request a Replacement Card. allpay Ltd Webconnect user guide V1.3

14 7 Direct Debits The Paperless Direct Debit service enables organisations to sign up customers for Direct Debit collections via telephone or in person. Direct Debit arrangements can be set up without the payer having to sign a paper Direct Debit instruction. You simply enter your customer's payment details into Webconnect and allpay lodges the Direct Debit instruction with the paying bank. The way the paperless mandate service works 1 Collect your customers details by telephone, in person or paper mandate: If the customer s details are being taken over the telephone then those details must be entered directly into Webconnect. If the customer s details are being taken in person they can either complete and sign a paper mandate and the details entered into Webconnect at a later stage, or they can have their details input directly into Webconnect, thus eliminating the requirement to sign an instruction. If the customer s details cannot be taken over the phone for whatever reason, then a paper mandate can be sent to them to complete. Once they have completed the mandate and returned it your organisation, the information can then be entered into Webconnect. In the event of a customer completing a paper instruction, the original must be sent to allpay and a copy retained for your records. 2 Once the information has been entered into Webconnect, the instruction will be processed and your customer will receive a confirmation letter advising them of the collection details. 3 Modulus checking at the point of input As modulus checking is mandatory part of the Paperless Direct Debit presentment, customer's account details are checked at the point of input into Webconnect. You can then correct any errors immediately. 4 About modulus checking: Modulus checking is used to check the validity of account numbers for a sorting code. Validating the sorting code and account details of transactions has many benefits, including helping to reduce the number of instructions that may be returned. 5 Paperless Direct Debits cannot be set up when: Bank account requires joint signatories to authorise debits The person you are dealing with is not the bank account holder 6 There may be occasions when you are unable to proceed with setting up a Paperless Direct Debit whilst you have the person on the phone/in person. In this instance you have the following option: Request that your customer completes and signs a paper mandate, once in receipt of this mandate, enter the details into the Paperless Direct Debit screen and submit to allpay. There is no requirement for your customer to be present or on the phone when you do this. Paperless Direct Debit information 1 12 working days notification is required to process all new Direct Debit instructions working days notification is required to process changes to existing Direct Debits (all frequencies). 3 No notification period is required to close a Direct Debit (however if the Direct Debit has entered into the BACs cycle the Direct Debit cannot be stopped by allpay). A Direct Debit enters the BACs cycle 3 working days prior to the collection date. 4 allpay does not represent unpaid direct debits. (You are responsible for contacting the customer to arrange payment of uncollected monies). 5 An immediate change does not override a specified (future) change e.g. if you specify a date in the future for a Direct Debit change and then go on to enter an immediate change, both instructions allpay Ltd Webconnect user guide V1.3

15 will be processed resulting in multiple/incorrect payments being taken from your customers account. If you submit a specified (future) change then require to change it, you must contact the DD team to arrange this (contact information can be found at the end of this user guide). 6 If you need to close an instruction and re-open it (account number or surname change for example) you are required to leave a full working day between each instruction. 7 If the amount of the DD exceeds 1000 the user will be prompted to enter the administrator password to authorise the amount being requested. 8 allpay will issue written confirmation to the Direct Debit payer when a new setup is requested or a change to an existing mandate. Written confirmation will be issued the next working day after the request was entered into Webconnect. 7.1 New Direct Debit Setup Instruction The following instructions have been written for Direct Debit instructions that are set over the telephone. 1 Select New Paperless DD from the Direct Debits menu (if you do not have the Direct Debits option, contact your administrator who can grant permission to this option). 2 There are 8 steps to setting up a Paperless Direct Debit. Each step is highlighted on the right hand side of the screen you are completing. 3 Each screen will guide you through setting up a Paperless Direct Debit by the use of prompts. When Tip is prompted read the text and follow the on-screen advice. When Script is prompted this signals the accompanying text must be read out to the Direct Debit payer. 4 Proceed with entering your customers details: allpay Ltd Webconnect user guide V1.3

16 5 Select the Client Code from the drop down list. 6 Enter your customer s payment Reference. The reference entered into this field will be used when notifying you of payments made by this customer. Therefore, whatever you enter into this field is exactly what will be sent back to you in a payment file (this field can contain a maximum of 16 characters). 7 Enter your customers Title and First name (this field is optional). 8 Enter your customers Surname 9 Enter your Customers Address. This is your customer s correspondence address. If your customer is paying the Direct Debit themselves the Direct Debit confirmation letter will be sent to this address. Please enter the full address. The postcode is of particular importance. 10 If your customer is paying the Direct Debit themselves select Next to proceed, however if someone other than your customer is paying the Direct Debit select Yes. 11 Enter the payers details: allpay Ltd Webconnect user guide V1.3

17 12 As it is a person other than your customer paying the Direct Debit, the Direct Debit confirmation letter will be sent to this person/address. Enter the full name and address of the payer. Please enter the full address. The postcode is of particular importance. 13 Once the payers contact details have been entered, select Next to proceed. 1 Confirm that you are speaking to the account holder on the phone, select Yes to proceed. If you are not speaking to the account holder you cannot proceed unless you have authorisation from the account holder, for example power of attorney or written permission. 2 Enter the account holder s name, select Next to proceed. allpay Ltd Webconnect user guide V1.3

18 1 Next, confirm if the bank requires joint signatories to set up a Direct Debit on this account. 2 If the bank account requires joint signatories to authorise debits then select No. By selecting no you will not be able to proceed with the setup. 3 If the account does not require joint signatories select Yes, followed by Next to proceed. 1 Enter the bank account number and the sort code. allpay Ltd Webconnect user guide V1.3

19 2 Select Next to continue. The system will perform a modulus check on the bank details. If the account number or sort code is incorrect an error will display. You will not be able to proceed until the correct details are entered. 1 Next ask the payer if they have used this account to make Direct Debit payments before. 2 Select Next to continue. 1 Select the frequency of the payments. 2 Select if the payment is going to be ongoing or fixed. Ongoing payments - The Direct Debit payments will be collected on an ongoing basis, until the Direct Debit is closed or amended. Fixed number of payments - Enter the number of payments you wish to collect. The Direct Debit will automatically close once the final payment is collected. allpay Ltd Webconnect user guide V1.3

20 3 Using the calendar select the date of the first collection. Dates displayed in blue are available collection dates. Dates which are unavailable are grey and cannot be selected from the calendar. Use the arrows to the left/right of the month/year to navigate to an alternative month. 4 Enter the amount of the first collection (if the amount entered exceeds 1000 the software will request that you input the administrator password to authorise the amount). 5 Select Next to proceed. 1 Using the calendar enter the date you wish the next payment to be requested from the payee s account. This must be different from the date upon which the first payment amount is to be requested. The calendar will display the earliest available collection date and will block out any dates which collections are not permitted. allpay Ltd Webconnect user guide V1.3

21 2 Enter the amount to be debited for all subsequent payments (if different from the initial payment). 3 Select Next to proceed. 1 The final step requires you to verify that the information entered into the system is correct. Please read the script out to your customer (if applicable). At the end of the script confirm that the bank account number and sort code are correct by selecting Yes or No. 2 If you wish to change any of the details use the Back option to navigate through to the relevant step. This is the last opportunity you will have to make any changes before submitting the Direct Debit to allpay. 3 If you wish to abort, select Cancel and the Direct Debit information will be deleted from the system. 4 To continue select Next. By selecting Next the Direct Debit will be submitted to allpay. A confirmation page will display and a confirmation will be generated and sent to the user who sent the order and optionally, to the administrator. allpay Ltd Webconnect user guide V1.3

22 5 If you wish to cancel or view the order once the request has been sent to allpay, refer to section Cancel a Card/DD through Request History. 7.2 Change Direct Debit Instruction 1 Select Modify Existing DD from the Direct Debits menu (if you do not have the Direct Debits option, contact your administrator who can grant permission to this option). 2 When performing a search it is advisable to search by the reference in the first instance as this will be unique to your organisation. If no results are found try searching by the surname. 3 Select the Client Code from the drop down list or alternatively select All. 4 Enter the Reference or Surname (or both) into the relevant fields. 5 Select Search. 6 Webconnect will display the search results. If it is a popular surname you may see more than one result in the list. allpay Ltd Webconnect user guide V1.3

23 7 From the search results page, select the mandate you wish to change by clicking the circle to the left of the result, then select View. 8 View the details on the result page, select Change Mandate, this button is located at the bottom of the screen. 9 You may not change any of the details in the Customer Details section. If you wish to change any of the customer details, such as the surname or reference, the mandate must first be closed down and a new mandate set up (if you need to close an instruction and re-open it please leave a full working day between each request). 10 Enter the appropriate information in the Mandate Details section: Payment Frequency Select the required payment frequency from the drop-down menu. Implement Change Only select Immediately if you wish to override all uncollected payments from the original instruction with those of the modified instruction. Changes will take effect immediately and no further payments from the original instruction will be collected. allpay Ltd Webconnect user guide V1.3

24 Only select At specified date if you have uncollected payments to collect. Payments from the original mandate will continue to be collected until the date specified in the First Payment Date field. Please note: An immediate change does not override a specified (future) change e.g. if you specify a date in the future for a Direct Debit change and then enter an immediate change at a later stage, both instructions will be processed, resulting in multiple/incorrect payments being taken from your customers account. If you wish to amend a specified (future) change you must contact the DD team (contact information can be found at the end of this user guide). First Payment Amount - Enter the amount of the first payment to be requested from the payer s account. First Payment Date - Using the calendar select the date upon which you wish the first payment to be requested from the payer s account. The calendar will display the earliest available collection date, blocking out unavailable dates (less than 12 working days from the current date). Then Payments Of - Enter the amount of all subsequent payments to be collected from the payee s account. This may be different from the first payment amount that you have requested to be collected. Next Payment Date - Using the calendar enter the date you wish the next payment to be requested from the payee s account. This must be different from the date upon which the first payment amount is to be requested. The calendar will display the earliest available collection date, blocking out unavailable dates. Total Number of Payments There is no need to populate this box if the Direct Debit collection is ongoing. Alternatively, you can specify in this field the total number of payments that you wish to collect (this figure is inclusive of the first and second payment). If you specify the number of payments that you wish to collect allpay will automatically close this Direct Debit down after the final payment has been taken, unless specifically instructed to do otherwise. 11 Once all details have been entered select Save Request. By saving the request you have not sent the request to allpay. The order has been validated and is now stored in the database. 12 The Modify Existing DD menu will display the number of pending Direct Debit requests. This information will remain in Webconnect until a user sends the request or deletes the request from the database. 7.3 Submit Change Direct Debit Instruction All valid instructions awaiting submission to allpay will be shown on the right hand side of the Modify Existing DD form and within the Direct Debits drop down menu (see previous image). 1 From within the Modify Existing DD screen, select View. allpay Ltd Webconnect user guide V1.3

25 2 All Direct Debits that are waiting to be sent to allpay will be displayed. From here requests can be edited, deleted or sent. 3 Webconnect displays the name of the user who entered the Direct Debit request - see Entered By. 4 To send all requests, ensure there is a tick against each request, select Send All Requests. 5 To specify which requests you wish to send, remove the tick from the request you do not want to send, select Send Checked Requests. 6 To edit a request, select Edit against the applicable request. 7 To delete a request, select Delete against the applicable request or select Delete All to delete all pending requests. 8 Confirmation will be given when a Direct Debit request has been received by allpay. In the rare event of an error please contact IT Support (contact details can be found at the end of this user guide). 9 A confirmation will be generated and sent to the user who sent the order and, optionally, to the administrator. 10 If you wish to cancel or view the order once the request has been sent to allpay, refer to section Cancel a Card/DD through Request History. 7.4 Close Direct Debit Instruction 1 Select Modify Existing DD from the Direct Debits menu (if you do not have the Direct Debits option, contact your administrator who can grant permission to this option). allpay Ltd Webconnect user guide V1.3

26 2 When performing a search it is advisable to search by the reference in the first instance as this will be unique to your organisation. If no results are found try searching by the surname. 3 Select the Client Code from the drop down list or alternatively select All. 4 Enter the Reference or Surname (or both) into the relevant fields. 5 Select Search. 6 Webconnect will display the search results. If it is a popular surname you may see more than one result in the list. 7 From the search results page, select the mandate you wish to change by clicking the circle to the left of the result, then select View. 8 View the details on the result page, select Close Mandate, this button is located at the bottom of the screen. allpay Ltd Webconnect user guide V1.3

27 Select Immediately if you wish to override all uncollected payments. Changes will take effect immediately and no further payments will be collected (there is no requirement to enter a date in the date field if immediately has been selected). Select At specified date to continue collecting payments. Payments will continue to be collected until the date specified in the Date field (this method is referred to as a future close). 9 Once all details have been entered select Save Request. By saving the request you have not sent the request to allpay. The order has been validated and is now stored in the database. 10 The Modify Existing DD menu will display the number of pending Direct Debit requests. This information will remain in Webconnect until a user sends the request or deletes the request from the database. 7.5 Submit Close Direct Debit Instruction All valid instructions awaiting submission to allpay will be shown on the right hand side of the Modify Existing DD form and within the Direct Debits drop down menu (see previous image). 1 From within the Modify Existing DD screen, select View. allpay Ltd Webconnect user guide V1.3

28 2 All Direct Debits that are waiting to be sent to allpay will be displayed. From here requests can be edited, deleted or sent. 3 Webconnect displays the name of the user who entered the Direct Debit request - see Entered By. 4 To send all requests, ensure there is a tick against each request, select Send All Requests. 5 To specify which requests you wish to send, remove the tick from the request you do not want to send, select Send Checked Requests. 6 To edit a request, select Edit against the applicable request. 7 To delete a request, select Delete against the applicable request or select Delete All to delete all pending requests. 8 Confirmation will be given when a Direct Debit request has been received by allpay. In the rare event of an error please contact IT Support (contact details can be found at the end of this user guide). 9 A confirmation will be generated and sent to the user who sent the order and, optionally, to the administrator. 10 If you wish to cancel or view the order once the request has been sent to allpay, refer to section Cancel a Card/DD through Request History. 7.6 Change Direct Debit Address Information 1 Select Modify Existing DD from the Direct Debits menu (if you do not have the Direct Debits option, contact your administrator who can grant permission to this option). allpay Ltd Webconnect user guide V1.3

29 2 When performing a search it is advisable to search by the reference in the first instance as this will be unique to your organisation. If no results are found try searching by the surname. 3 Select the Client Code from the drop down list or alternatively select All. 4 Enter the Reference or Surname (or both) into the relevant fields. 5 Select Search. 6 Webconnect will display the search results. If it is a popular surname you may see more than one result in the list. 7 From the search results page, select the mandate you wish to change by clicking the circle to the left of the result, then select View. 8 View the details on the result page, select Change Address, this button is located at the bottom of the screen. 9 You are given the option to change the customer address and/or the account holder s details. allpay Ltd Webconnect user guide V1.3

30 10 Once all details have been entered select Save Request. By saving the request you have not sent the request to allpay. The order has been validated and is now stored in the database. 11 The Modify Existing DD menu will display the number of pending Direct Debit requests. This information will remain in Webconnect until a user sends the request or deletes the request from the database. 7.7 Submit Change Address Instruction All valid instructions awaiting submission to allpay will be shown on the right hand side of the Modify Existing DD form and within the Direct Debits drop down menu (see previous image). allpay Ltd Webconnect user guide V1.3

31 1 From within the Modify Existing DD screen, select View. 2 All Direct Debits that are waiting to be sent to allpay will be displayed. From here requests can be edited, deleted or sent. 3 Webconnect displays the name of the user who entered the Direct Debit request - see Entered By. 4 To send all requests, ensure there is a tick against each request, select Send All Requests. 5 To specify which requests you wish to send, remove the tick from the request you do not want to send, select Send Checked Requests. 6 To edit a request, select Edit against the applicable request. 7 To delete a request, select Delete against the applicable request or select Delete All to delete all pending requests. 8 Confirmation will be given when a Direct Debit request has been received by allpay. In the rare event of an error please contact IT Support (contact details can be found at the end of this user guide). 9 A confirmation will be generated and sent to the user who sent the order and, optionally, to the administrator. 10 If you wish to cancel or view the order once the request has been sent to allpay, refer to section Cancel a Card/DD through Request History. allpay Ltd Webconnect user guide V1.3

32 8 Payment File Download You are able to download your payment files manually via the Webconnect software or alternatively by automated scheduled download (using a bespoke application called Autoconnect). For more information about Autoconnect please contact IT Support details can be found at the end of this user guide). 8.1 Payment & Information File Availability Webconnect enables you to collect payment and information files daily. These files are available from 10am each working day (subject to satisfactory and timely receipt of electronic data from the networks by allpay). 1 The status of the current day payment files is displayed in the top right hand corner of the login page. 2 There are four possible file status messages: Green payment files are available Yellow there is a delay, log into Webconnect for more information Blue payment files are being processed and are therefore unavailable Red system unavailable, you will not be able to log into Webconnect 3 To find out more about the file status, log into Webconnect and select System Information from within the Home menu. 4 The file status is displayed, along with the date and time of the status update. To display the status history, select the Status History link. This will display the file status updates for the previous week. allpay Ltd Webconnect user guide V1.3

33 8.2 File Download Instructions The number of payment files available each day for download is dependent upon the number of client codes that you use and the number of payment methods/services/networks which your customers use to make payments. 1 Select Download Files from the Download menu. 2 Using the dropdown box select the type of files you wish to download. You are presented with 3 options: All Files - payment and information files will be downloaded concurrently. Payment Files - only payment files will be downloaded. Information Files - only information files will be downloaded. 3 Once you have made your selection, select Get Files. 4 Webconnect will not allow payment files that have already been or attempted to be downloaded, to be downloaded again without first requesting the administrator password to authorise this. In this situation the following message will display on the download screen, enter the administrator password and select Get Files to proceed: allpay Ltd Webconnect user guide V1.3

34 5 Webconnect informs the user on the screen how many files will be in the zip file to download: 6 Select Download File. 7 Select Save. 8 Select the location you wish to save the files to, select Save. 9 Select Open Folder allpay Ltd Webconnect user guide V1.3

35 10 To unzip the file, right click on the file and select Extract All 11 Select Next on the welcome screen. 12 Ensure that the directory where the files will be extracted to is correct. If you wish to change the location, select Browse to navigate to your chosen location. allpay Ltd Webconnect user guide V1.3

36 13 Select Next to proceed. 14 Select Finish. All files will be available for viewing/posting. 8.3 Payment File Types A standard payment file contains details of the payments made to you by your customers, including the payment reference number (PRN), your customer reference/identifier, the value of the payment, payment source identifier and the date of the payment. There is the additional option of displaying the location which the payment was made (this is an additional, chargeable service and is called Outlet Tracking ). The number of payment files available each day for download is dependent upon the following: The number of client codes that you are operating. The number of payment methods which your customers use. If the payment files are concatenated or individual files. The types of payment files available to you will be subject to the allpay services to which you have subscribed: allpay Ltd Webconnect user guide V1.3

37 Payment file extension Payment source identifier Description.PO P Post Office Payment.PP T PayPoint Payment.DD D Direct Debit Payment/Adjustment.CSH C Cash Adjustment.CQE Q Cheque Adjustment.TC N Payment Terminal or Kiosk (cash/cheque).tcc N IVR or Payment Terminal or Internet payment or SMS text or Kiosk or Callpay (credit card).tdc N IVR or Payment Terminal or Internet payment or SMS text or Kiosk or Callpay (debit card) 8.4 Information File Types The type of Information Files available to you will be subject to the allpay services to which you have subscribed. Information file extension.sta.crf.err.dir Description Daily statement file there will be a separate statement file for each client code. Card reference file (available to all clients who order cards through Webconnect). Direct Debit rejection file. The reason for rejection will be stated within the file (only applicable if you are using the allpay Direct Debits service). Direct Debit confirmation that the instruction has been processed (only applicable if you are using the allpay Direct Debits service). 8.5 Default File Names As each file name is unique, you are quickly and easily able to identify if you are missing any sequentially numbered files. Standard file name - TSTA0001.PO TSTA Unique four character client code (TSTA is used for example purposes only) 0001 Four digit sequential file identifier. PO 2/3 character file extension (in this example,.po refers to a Post Office file) allpay Ltd Webconnect user guide V1.3

38 9 Concatenated Payment File Download This section is only applicable to clients who are using file concatenation. Webconnect concatenation takes any number of payment files and combines them into a single output file, groups or grouped by client code. File concatenation is an optional service and is an additional monthly charge if you would like more information about concatenation please contact allpay Support (contact details can be found at the end of this user guide). 9.1 Activating File Concatenation Once you have requested the service and accepted the quote, allpay will activate file concatenation for your organisation. Only the administrator will be able to configure and edit the settings. 9.2 Configuring File Concatenation 1 Select Combine Settings from the Download menu. 2 Configure the Settings to your organisations requirements. Hover over the symbol for further information/help with the settings. allpay Ltd Webconnect user guide V1.3

39 3 The image above displays the recommended settings, however you may require to set up concatenation differently to meet your own requirements. 4 Next select your choice of groupings. Once again, hover over the symbol for further information/help with the groupings. You are presented with four options: All files un-combined if selected, all files will remain un-combined Combine all if selected, all files will be combined. If multiple client codes are in use all client codes will be combined together. Combine separately to be used if multiple client codes are in use whilst requiring the client codes to be separated from one another. Group client codes this option gives you the facility to group client codes. 5 Select Save These Settings to apply the changes. 9.3 File Names The naming convention of a concatenated file is set when concatenation is initially configured, as per the previous instructions, when file name prefix, file name extension and date format are configured, by the administrator. The standard naming convention of a single concatenated file is a dated folder in either YYYYMMDD format or DDMMYY format: TXT or TXT If there are multiple client codes combined separately the naming convention is the same as described above, however the client code is prefixed at the beginning of each of the combined files: TSTA TXT or TSTA TXT Therefore, if you have multiple client codes and have opted to have them combined separately you will receive a combined file for each client code. The client code at the beginning of the file name will identify which scheme the payments relate to. If you have multiple client codes and have opted to have them combined collectively, the file name utilises just the date stamp. allpay Ltd Webconnect user guide V1.3

40 9.4 Concatenated Payment File Download Instructions The process for downloading concatenated payment files is the same as downloading non concatenated files, please refer to the previous section File Download Instructions for further information. 1 Once the payment files have been extracted they are ready to be processed on your system. allpay is unable to provide user instructions on, or provide support to, the processing of payment files into your own systems. 2 Extracted files will appear similar to those below: Concatenated Log File The log file provides a list of files that have been concatenated, number of transactions and values of those transactions. The log file is date stamped and is located in the logs folder (providing Pack Log Files has been selected within the Combine Settings). Information Files Information files are not payment files and are therefore not included in the concatenated payment file. The information files are packed in the information folder (providing Pack Log Files has been selected within the Combine Settings). Concatenated Payment Files The payment files will be concatenated within the text file. You may have more than one concatenated text file. This is dependent upon the number of client codes and the way concatenation has been set up within Webconnect. Zip File Once the files have been extracted (unzipped) you will be left with the zip file. The.ZIP file can be deleted or retained for your own backup purposes. allpay Ltd Webconnect user guide V1.3

41 10 Re-downloading Payment/Information Files The process for re-downloading payment files is the same for both non-concatenated and concatenated payment files. 1 Select Download Files from the Download menu. 2 Using the dropdown box select the type of files you wish to download. You are presented with 3 options: All Files - payment and information files will be downloaded concurrently. Payment Files - only payment files will be downloaded. Information Files - only information files will be downloaded. 3 Once you have made your selection, select Get Files. 4 Webconnect will not allow payment files that have already been or attempted to be downloaded, to be downloaded again without first requesting the administrator password to authorise this. In this situation the following message will display on the download screen, enter the administrator password and select Get Files to proceed: 5 Enter the Webconnect admin password and select Get Files to proceed. 6 From here the instructions for downloading the files are the same as in the previous section (File Download Instructions). allpay Ltd Webconnect user guide V1.3

42 11 Payment File Search This function is available to those users who have been granted the necessary permissions. Using a number of different search criteria, Webconnect allows you to search for previously downloaded files. Be aware that searching for previously downloaded files may result in duplications on your system if these files are posted more than once. 1 Select Download Files from the Download menu. 2 Select the link Please click here to search for previous files. 3 Webconnect offers you four different methods of searching for payment files; these can be used in isolation of each other or together. a. If you have more than one client code, select the client code to which the payment files relate to, alternatively leave all selected, see example below: b. To search for payment files using file numbers select File Numbers. Enter the range of file numbers to search, see example below: allpay Ltd Webconnect user guide V1.3

43 c. To search by date, enter the date in the From and To date field. d. To search for a particular payment type, select the type from the File Extensions list, single, multiple or all types can be selected, see example below: e. Once you have selected the search information, select Get Files. f. The process for downloading the searched files is the same as the process for downloading the daily payment files, please refer to the section File Download Instructions. allpay Ltd Webconnect user guide V1.3

44 12 Uconnect This section is only applicable to clients who are signed up for the Uconnect service. You are able to send messages to your customers via text message (SMS) and . If you wish to take advantage of this facility please contact Client Care (contact details can be found at the end of this user guide). The service can be used for a variety of purposes from sending payment reminders to general customer communications. Once you have been granted access to this service you are able to enter a single message or import bulk messages into Webconnect (please see section Import File for instructions how to do this) Setup a Uconnect Message 1 Select Uconnect from the main menu. 2 For the message type, select SMS Message or Message. 3 Select the relevant Client Code from the drop down list (you may only have one option). 4 Enter the recipient details (mobile phone number or address). 5 If you are sending an message, a further box will appear requesting the message Subject heading. 6 Enter the content of your message into the Message box. If you have opted to send a text message you have a maximum of 160 characters. If you have opted to send an message you have a maximum of 4000 characters. Please note: Ensure that you include your organisation s name in the message otherwise your customer may not be able to identify who the message is from. allpay Ltd Webconnect user guide V1.3

45 7 Once the message details have been entered select Save Request Submitting a Uconnect Message 1 The Uconnect menu will display the number of pending Uconnect requests. This information will remain in Webconnect until a user sends the Uconnect request or deletes the request from the database. 2 From within the Uconnect screen, select View. allpay Ltd Webconnect user guide V1.3

46 3 All Uconnect requests that are waiting to be sent to allpay will be displayed. From here requests can be edited, deleted or sent. 4 Webconnect displays the name of the user who entered the Uconnect message - see Entered By. 5 To send all requests, ensure there is a tick against each request, select Send All Requests. 6 To specify which requests you wish to send, remove the tick from the request you do not want to send, select Send Checked Requests. 7 To edit a request, select Edit against the applicable request. 8 To delete a request, select Delete against the applicable request or select Delete All to delete all pending requests. 9 Confirmation will be given when the request has been received by allpay. In the rare event of an error please contact IT Support (contact details can be found at the end of this user guide). 10 A confirmation will be generated and sent to the user who sent the order and, optionally, to the administrator. 11 If you wish view the order once the request has been sent to allpay, refer to the Request History section for information how to do this. allpay Ltd Webconnect user guide V1.3

47 13 Request History All administrators and permitted Users are able to view all requests (cards, Direct Debits and Uconnect messages) that have been received from your organisation via the Webconnect software Search Request History 1 Select Request History from the main menu. 2 Enter the relevant search criteria. You do not have to enter search information in every field. Searching by reference or surname is usually the most effective search. Select Search. 3 The requests history results page displays all request types received by allpay that meet your search criteria. 4 By selecting Details additional information about each order can be viewed. allpay Ltd Webconnect user guide V1.3

48 5 Select View to see full details of a particular record. 6 Use the arrows to navigate to the next record or to return to the previous page Cancel a Card/DD through Request History 1 To cancel a pending request, first locate the request through request history (if you are unsure how to locate the request see previous section Search Request History ). 2 If you wish to cancel a single request, place a tick against that request. To cancel all requests in a batch, place a tick against all corresponding requests. Please note: if a request shows the status Processed, this means the request has been processed by allpay and therefore cannot be cancelled. allpay Ltd Webconnect user guide V1.3

49 3 Select Cancel All or Cancel Selected, the system will ask are you sure? select Ok to proceed to Cancel to abort. 4 The request that has been cancelled will now display Cancelled against it. 5 To identify who has cancelled a request, select View. Under Order Detail, the username and date/time cancelled is displayed. 6 To exit the request history screen select the up arrow or select Home from the main menu. allpay Ltd Webconnect user guide V1.3

50 14 Import File If you wish to use the bulk load function to submit New Card data, Replacement Card data, Direct Debit data or UconnecT data, you can do this using the Import File function. The Webconnect system can accept Excel, CSV and fixed length ASCII text files. For further information about the file format specifications please contact the allpay Support (contact details at the end of this guide) Import File into Webconnect 1 Select Import File from the main menu. 2 Using the drop-down box select the type of file you wish to import. You have a choice from New Card Requests, Replacement Card Requests or Direct Debit Mandates (clients using Uconnect will also have the Uconnect menu option). 3 Select the Browse button adjacent to File To Import 4 Locate the file you wish to import. Once you have located the file click Open. 5 The file path will be displayed in the File To Import field. Ensure the path is correct before selecting Import. allpay Ltd Webconnect user guide V1.3

51 6 Upon selecting Import Webconnect will inform you of the status of your order: 7 If all orders are valid: You can View or Delete All the imported records. Selecting View will take you to the confirmation screen and all records pending submission to allpay will display. 8 If all orders are invalid: You can View or Delete All the imported records. Selecting View will take you to the confirmation screen. From here you can Edit and correct the invalid records or delete the records completely. NB the incorrect records will need correcting before they can be sent to allpay. 9 Mixture of valid and invalid orders: You can View or Delete All the imported records. Selecting View will take you to the confirmation screen. From here you can Edit and correct the invalid records or delete the records completely. NB the incorrect records will need correcting before they can be sent to allpay Submit Imported File Request All valid orders awaiting submission to allpay will be shown within the respective drop down menu. 1 From within the respective menu (New Cards is used for example purposes only), select View. 2 All requests that are waiting to be sent to allpay will be displayed. From here requests can be edited, deleted or sent. 3 Webconnect displays the name of the user who entered the request (see Entered By). allpay Ltd Webconnect user guide V1.3

52 4 To send all requests, ensure there is a tick against each request, select Send All Requests. 5 To specify which requests you wish to send, remove the tick from the request you do not want to send, select Send Checked Requests. 6 To edit a request, select Edit against the applicable request. 7 To delete a request, select Delete against the applicable request or select Delete All to delete all pending requests. 8 Confirmation will be given when a card request has been received by allpay. In the rare event of an error please contact IT Support (contact details can be found at the end of this user guide). 9 A confirmation will be generated and sent to the user who sent the order and, optionally, to the administrator. 10 If you wish to cancel or view the order once the request has been sent to allpay, refer to the following section, Request History. allpay Ltd Webconnect user guide V1.3

53 15 Administration The Webconnect administrator is responsible for managing the user accounts, assigning permissions, setting up, deleting, re-setting passwords and unlocking locked accounts. In addition, the administrator is also responsible for customising the system and authorising payment file re-downloads and direct debit transactions over The nominated person(s) within your organisation will be provided with an admin account Setting up User Accounts 1 Select User Maintenance from the Home menu. 2 The first time you access the User Maintenance area, there will be no user accounts set up. 3 Select Add User. 4 Enter the username in the Username field. The username is a minimum of 3 characters and is NOT case sensitive. 5 Enter the password in the Password field. The password is a minimum of 6 characters and IS case sensitive. 6 Repeat the password. 7 Enter the users address. 8 Repeat the users address. allpay Ltd Webconnect user guide V1.3

54 9 Next, grant the user with the necessary permissions to Webconnect. If you have multiple client codes (see following example) then ensure that access is granted to the correct codes. Order New Cards - This allows the user to enter and order new cards. Order Replacement Cards - This allows the user to enter and order replacement cards. Direct Debits - This allows the user to set up, amend and cancel your customers Direct Debit instructions. Download Payment Files - This allows the user to download payment files. Download Information Files - This allows the user to download information files. Restrict Dates to Since Last Download - This removes the option to download previously downloaded files. View Requests History - This allows the user to view all Cards and Direct Debits requested by users within your organisation (providing the user has card and Direct Debit access enabled). UconnecT Messages This allows the user to send messages to your customers, via text message (SMS) and . (This is a chargeable service. For those clients who do not utilise this service, UconnecT Messages will not appear in the permissions list). Select All - Using this function, all user permissions will be selected, eliminating time setting up each user s permissions separately. allpay Ltd Webconnect user guide V1.3

55 10 Once the user account details have been added, select Save to commit the details. 11 Once saved, the screen reverts back to the User Maintenance screen. From here further users can be added or existing users accounts edited, deleted or unlocked Cloning a User Account To save time setting up multiple user accounts (with the same permissions) use the Clone option. 1 Select User Maintenance from the Home menu. 2 From the list of users select the user profile you wish to clone by selecting Clone from the menu, alternatively you can View the user account details and then select Clone from within the account details screen. 3 Enter the username in the Username field. The username is a minimum of 3 characters and is NOT case sensitive. 4 Enter the password in the Password field. The password is a minimum of 6 characters and IS case sensitive. 5 Repeat the password. 6 Enter the users address. 7 Repeat the users address. 8 The user s permissions will already be selected for you. These however can be modified if necessary. 9 Once the user account details have been added, select Save to commit the details. 10 Once saved, the screen reverts back to the User Maintenance screen. From here further users can be added or existing users accounts edited, deleted or unlocked Editing User Account 1 Select User Maintenance from the Home menu. 2 Selecting View allows you to edit the user details e.g. permissions can be added or removed, address changed, user name or password changed. Select Save to update any changes Deleting User Account 1 Select User Maintenance from the Home menu. 2 Place a tick in the Del column against the record you wish to delete, select Delete Selected to commit the change Unlock/Lock User Account 1 Select User Maintenance from the Home menu. 2 Locate the user account that you require to be locked/unlocked. If the account is locked then select Unlock, to lock the account, select Lock Customising Webconnect Using the administrator account, the administrator is able to customise the following: Default new card address Password expiry Client code descriptions Direct Debit Preferences allpay Ltd Webconnect user guide V1.3

56 Default new card address Use this option if you require the new card address field to be pre-populated with your business address or another address. 1 Select Preferences from the Home menu. 2 Go to the Default New Card Address section. 3 Tick Use this address for new cards. 4 Enter the full postal address including post code. 5 Select Update Preferences Password Expiry Use this option if you wish to set password expiry against the user accounts. 1 Select Preferences from the Home menu. 2 Go to the Password Expiry section. 3 Tick Use password expiry. 4 Using the drop down menu, select the Expiry frequency. 5 Select Update Preferences Client Code Descriptions Use this option if you require a description to display against the client code in the new card, replacement card and direct debit screen. 1 Select Preferences from the Home menu. 2 Go to the Client Code Descriptions section. allpay Ltd Webconnect user guide V1.3

57 3 Enter the descriptive text against the client code. 4 Select Update Preferences Direct Debit Preferences Use this option if you wish to remove frequencies from the Direct Debit screen, the image below displays availability of only four weekly and monthly collections, all other frequencies have been disabled. 1 Select DD Preferences from the Direct Debit menu. 2 Go to the Client Code Descriptions section. 3 All DD preferences will be selected by default, click and remove the tick against each of the frequencies you wish to disable. 4 Select Save to apply the changes Managing Account Details The user and administrator are able to manage the following aspects of their account: Change address Change password Change Address 1 Log in as the user or the administrator (as applicable). 2 Select Preferences from the Home menu. 3 Go to the Settings section. allpay Ltd Webconnect user guide V1.3

58 4 Overtype the current address with the new address. 5 Select Update Preferences Change Password 1 Log in as the user or the administrator (as applicable). 2 Select Preferences from the Home menu. 3 Go to the Change Password section. 4 Enter the Current Password, re-enter the New Password and Verify Password. 5 Select Update Preferences. If the administrator is required to change the user details on behalf of the user, go to the section Editing User Account. allpay Ltd Webconnect user guide V1.3