Your Guide to Merchant Online Merchant Online User Guide
Contents 1 Introduction... 2 2 Using the Merchant Online Portal... 2 2.1 Signing In for the First Time... 2 2.2 Updating Your Information... 4 2.2.1 Update Your Details... 4 2.2.2 Changing Your Own Password... 4 2.3 Manage Users... 4 2.3.1 Creating New Users... 4 2.3.2 Editing or Disabling an Existing User... 5 2.3.3 Resetting a User Password... 7 3 Merchant Details... 8 3.1 Amending a Trading Name... 8 3.2 Updating Your Trading Address... 10 3.3 Updating Your Mailing Address... 10 3.4 Amending Bank Account Details... 11 3.5 Merchant Credit Card Statements... 13 3.6 Merchant Statement Suppression... 13 3.7 Ordering Stationery... 13 4 Chain and Headquarters... 14 4.1 Chain / Headquarter Statements... 14 4.2 Bulk Changes to Chain / Headquarter... 15 4.2.1 Bank Accounts... 15 4.2.2 Trading Names... 15 4.2.3 Mailing Addresses... 16 5 Terminal Details... 17 5.1.1 Merchant Debit Card Statements... 18 6 Your Requests... 18 7 Signing Out... 18 Merchant Online User Guide 1
1 Introduction Westpac's Merchant Online is a secure web based portal that enables you to access your merchant facility information, including monthly statements, and request updates to your facility. You can set up different users with differing levels of access to the portal. 2 Using the Merchant Online Portal After you are approved for the Merchant Online portal, you will be provided with a primary login name and temporary password to enable you to access the website. This primary user name and password will have User Administrator access to the website. The User Administrator should be provided to a senior member of your organisation. Additional logins with different levels of access can be created by the User Administrator. If the User Administrator loses their password, they should follow the prompts on the login screen to reset the password or call Merchant Business Solutions Help Desk on 1800 029 749. All other users should contact their User Administrator to reset their passwords. 2.1 Signing In for the First Time On your first login you will be required to change your password. To login and change the password you need to do the following: 1. Enter the following URL into your browser: https://merchantonline.westpac.com.au 2. The Merchant Online Sign In page will appear as below. 3. Enter your login name and temporary password. Merchant Online User Guide 2
4. Check the details are correct and press Sign In. The below screen will appear for you to choose a password of your own. 5. Enter your current temporary password. 6. Enter your new password (should be at least 8 characters and contain at least 1 letter and at least 1 number). 7. Re-enter your new password to confirm. 8. Press Save. 9. Once your password is changed, you will see the following screen to begin using Merchant Online. (Note: This initial view will vary depending on your level of access). Merchant Online User Guide 3
2.2 Updating Your Information You can update your personal information and password using the Update Your Details and Change Password screens. 2.2.1 Update Your Details To update your personal details: 1. Click on the Update My Details link on the left hand side. 2. Update your details as required. 3. Click Save. 2.2.2 Changing Your Own Password You can reset your own password at any time provided you know your current password. 1. Click on the Change My Password link on the left hand side. 2. Enter your current password into the field. 3. Enter your new password into the New Password and Confirm Password fields. 4. Click Save. 2.3 Manage Users User Administrators can create new users or edit and delete existing users. They will also need to reset the passwords of other users in the organisation. 2.3.1 Creating New Users The User Administrator can create new users with different roles and levels of access. A user can be assigned one or all of the following roles: View Merchants This is a view only access. Edit Merchants This user will be able to request changes to the merchant facility including Trading Name and Bank Account details. Manage Users This user can create and edit users. Merchant Online User Guide 4
To create a new user, you should follow these steps: 1. Click on the Users tab near the top of the screen. 2. Click on Create New User. 3. Fill in the details on the form for the new user. 4. Select the level of access for the user. (Note: You can select more than one role for the user.) 5. Click Save. 6. A temporary password will be displayed for the newly created user. 7. The user details, including the temporary password, will be sent to the email address entered for the new user. 2.3.2 Editing or Disabling an Existing User To edit an existing user: 1. Click on the Users tab near the top of the screen. 2. Click on the name of the User to be edited. Merchant Online User Guide 5
3. Click the Edit button. 4. Amend the required details and click Save. To disable an existing user: 1. Click on the Users tab near the top of the screen. 2. Click on the name of the User to be edited. Merchant Online User Guide 6
3. Click the Disable button. 4. Confirm you would like to disable the User by clicking Disable User. To re-enable a User, the password will need to be reset as per Section 2.2.3. 2.3.3 Resetting a User Password Users will need to contact their User Administrator to reset their password. A User Administrator can reset a User's password through the following steps: 1. Click on the Users tab near the top of the screen. 2. Click on the name of the User to have their password reset. 3. Click Reset Password. Merchant Online User Guide 7
4. If you wish the User to receive an email with the new password ensure the tick box under Password Notification is checked. If not, uncheck the box. 5. Click Reset Password. 6. The new temporary password will display on the next screen. 3 Merchant Details Depending on the setup of your business and your level of access your initial view will vary. When logging in using Merchant ID access you will see the following screen: From this screen you can perform various tasks as follows: 3.1 Amending a Trading Name 1. From the merchant details tab, click on 'Amend' next to the Trading Name. 2. You will be asked some questions to ensure the name change is able to be requested via Merchant Online. If you are unable to proceed online you will need to contact the Merchant Business Solutions Helpdesk for assistance. Merchant Online User Guide 8
3. Type in the new trading name and click Submit. 4. You will be required to send your Business Trading Name certificate in order for your request to be completed. 5. You can fax or email the certificate or attach a scanned copy to your online request. 6. To attach your certificate, click on Attach Certificate. 7. Click on Browse to locate the file which contains your certificate. 8. Click Attach. Merchant Online User Guide 9
(Note: Your request will not be processed until you have provided all documentation required) 3.2 Updating Your Trading Address You can amend the trading address for the merchant number by following the below steps: 1. From the merchant details tab, click on Amend next to the address details. 2. Fill in the details of the new trading address. 3. Click Submit. 4. Your request will be submitted for actioning by Westpac's processing team. 3.3 Updating Your Mailing Address You can amend the mailing address for the merchant number by following the below steps: 1. From the merchant details screen, click on the Amend Mailing Address button. Merchant Online User Guide 10
2. Fill in the details of the new mailing address. 3. Click Submit. 4. Your request will be submitted for actioning by Westpac's processing team. 3.4 Amending Bank Account Details 1. From the merchant details tab, click on Amend Bank Accounts button. 2. The current billing and settlement bank account numbers will display. If you have more than one terminal each terminal will be listed with its corresponding settlement bank account number displayed next to it. Merchant Online User Guide 11
3. You can amend any of the bank accounts displayed on this page. Type in the details of the new account in the appropriate box and press Submit. 4. You will be required to fill in a Direct Debit Request form in order for the change to be completed by our processing team. Click on the Print Merchant DDR button. From the pop-up box, click Open to view and print the file or Save to save the file to your PC. 5. You can fax or email the certificate or attach a scanned copy to your online request. 6. To attach the signed DDR, click on Attach Signed DDR. Merchant Online User Guide 12
7. Click on Browse to locate the file which contains your certificate. 8. Click Attach. 9. Your request will be submitted for actioning by Westpac's processing team. (Note: Your request will not be processed until you have provided all documentation required) 3.5 Merchant Credit Card Statements To view your monthly merchant statement: 1. Click on the Statements tab at the top of the Merchant Details page. Up to 13 months of statements can be viewed. 2. Click on name of the file next to the date you wish to view. 3. From the pop-up box, click Open to view the file or Save to save the file to your PC. 3.6 Merchant Statement Suppression You have the option to not receive paper merchant statements in the mail. You will still be able to view the statement via Merchant Online. 1. From the Merchant Details page, click on Suppress Paper Statements. 2. Ensure you have read the points regarding statement suppression. 3. Click on Submit. 4. Your request will be submitted for actioning by Westpac's processing team. 3.7 Ordering Stationery From the merchant details you can link to Westpac's online ordering system for merchant stationery. 1. Click on the Order Stationery button. You will be redirected to a new website, Westpac Merchant Stationery Orders. 2. Please follow the instructions on the website to continue with the order. Merchant Online User Guide 13
4 Chain and Headquarters If your merchant facility is linked to a Chain or Headquarter number you can request a login for that Chain and/or Headquarter. This will allow you to access all of the Merchant and Terminal details from the one logon. You will also be able to access the Chain and/or Headquarter monthly statement and make bulk updates to all your merchant facilities linked to the Chain or Headquarter. You will need to contact your Relationship Manager to request this to be set up. If you login in with a Chain or Headquarter number you will see the following screen: The ID numbers of the next level down will be displayed under Children. To see details of these, click on the ID. Alternatively, you can click on the Search Merchants button. This will allow you to search for any type of facility ID to which you have access under the Chain and/or Headquarter. 4.1 Chain / Headquarter Statements To view your Chain/Headquarter statements, 1. From the Chain or HQ details page, click on the Statements tab. 2. Up to 13 months of statements can be viewed. Click on name of the file next to the date you wish to view. 3. From the pop-up box, click Open to view the file or Save to save the file to your PC. Merchant Online User Guide 14
4.2 Bulk Changes to Chain / Headquarter You are able to make bulk changes to all the merchant facilities linked to a Chain or Headquarter number. This includes billing and settlement account details, trading name changes, mailing addresses and statement suppression. 4.2.1 Bank Accounts To amend all bank accounts linked to the chain number, 1. Click on Amend All Bank Accounts from the Chain Details page. (Note: To amend all bank accounts linked to a Headquarter number only, click on the headquarter number under Children and then Amend All Bank Accounts from the HQ details page). 2. Complete the details of the new account/s and click Submit. 3. You will then be required to fill in a Direct Debit Request form in order for the change to be completed by our processing team. 4.2.2 Trading Names To amend all trading names linked to the Chain number, 1. Click on Amend All Trading Names from the Chain Details page. Merchant Online User Guide 15
(Note: To amend all trading names linked to a Headquarter number only, click on the headquarter number under Children and then Amend All Trading Names from the HQ details page). 2. Complete the Trading Name and click Submit. You will be required to send your Business Trading Name certificate in order for your request to be completed. 4.2.3 Mailing Addresses You can amend the mailing addresses of all the merchant numbers linked to the Chain. 1. Click on Amend All Addresses. 2. Fill in the details of the new address and click Submit. 3. Your request will be submitted for actioning by Westpac's processing team. Merchant Online User Guide 16
5 Terminal Details If you have an Eftpos terminal linked to your merchant number you can view the details of each terminal and your monthly debit card statement. To access the Terminal details: 1. From the Merchant Details tab, click on the Terminal ID under Terminals. 2. You will be able to view the Merchant ID the terminal is linked to, the name and suburb of the terminal, the status of the terminal and the account details linked to the terminal. 3. To return to the merchant details, click on the Merchant Id. Merchant Online User Guide 17
5.1.1 Merchant Debit Card Statements To view your monthly debit card statement: 1. From the Terminal Details page, click on the Statements tab 2. Up to 13 months of statements can be viewed. Click on name of the file next to the date you wish to view. 3. From the pop-up box, click Open to view the file or Save to save the file to your PC. 6 Your Requests You can review past changes you have requested and the progress of any current changes you have requested. You can also cancel any incomplete requests. 1. From the merchant details page, click on the Change Requests tab or Change Requests in the left hand menu. 2. All requests will be listed. 3. To see details of the request or to cancel the request, click on the reference number of the request. 4. The details of the request will be displayed. To cancel, press Cancel. 7 Signing Out We recommend that you should sign out (log out) of the system when you do not need to use the system or are away for your PC. This will ensure that your user access is not used by anyone else. To sign out, press the Sign Out button on top right of the screen. When you are ready to sign in, press Sign In Again. Merchant Online User Guide 18