Enterprise Payment Solutions
1999-2014 Jack Henry & Associates, Inc. All rights reserved. Information in this document is subject to change without notice. Printed in the United States of America. No part of this document may be copied, reproduced, stored in a retrieval system, displayed, distributed or transmitted in any form or any means whatsoever (electronic, mechanical or otherwise), including by photocopying or recording for any purpose, without the prior written permission of Jack Henry & Associates, Inc. Making unauthorized copies of this document for any purpose other than your own personal use is a violation of United States copyright laws. Any unauthorized use of Jack Henry & Associates, Inc. s trademarks and service marks is strictly prohibited. The following marks are registered and unregistered trademarks and service marks of Jack Henry & Associates, Inc.: Enterprise Payment Solutions ; Jack Henry & Associates, Inc. ; ProfitStars ; Remote Deposit Complete ; Remote Deposit Scan Other Trademarks Various other trademarks and service marks used or referenced in this document are the property of their respective companies/owners: Microsoft, Windows, Windows NT, Windows Vista, and Internet Explorer are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Adobe and Acrobat Reader are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries.
Contents Introduction... 1 System Requirements... 1 Available Resources... 2 User Terminology... 2 Process Workflow... 2 Privileges and Roles... 3 Session Timeouts... 3 Admin: Getting Started... 4 Creating a Secret Question... 4 Updating the Administrator Profile... 5 Updating Your Password... 7 Adding a User... 8 Designating Authorized Callers... 9 Assigning Privileges and Roles...10 Updating a User...12 Dual Authorization for Editing and Adding Users...12 Unlocking a User...15 Resetting a Password...16 Disabling a User...16 Deleting a User s Profile...17 Listing Deleted User Profiles...18 i
Introduction The is a guide for the Administrator (Admin) responsible for creating and maintaining user profiles for employees within your organization. Based on how each user profile is configured, users can perform certain tasks within the application, and are typically given the Customer Service privilege (discussed later) in order to complete tasks. The Admin user can be responsible for any of the following. Set up employee user profiles. Enable or disable a user. Edit a user profile. Unlock a user s profile. Delete a user s profile. Reset a password to a user s provile and provide a new temporary password. Assign specific roles or functions to an employee. Designate certain users as authorized callers for support-related questions. Enable access to any and all accounts (locations) for which an employee will be processing. Based on their assigned role(s) provided by the Admin, users will have the ability to process transactions, generate reports, research historical transactions, edit transactions, and/or contact support. NOTE: Your menu options may differ slightly from those pictured throughout this document. System Requirements The following 32-bit and 64-bit operating systems support the application s features. Microsoft Windows 8 Microsoft Windows 7 Microsoft Windows Vista Microsoft Windows XP for Administrative users only. The following 32-bit and 64-bit browsers support the application s features. Microsoft Internet Explorer 10 Microsoft Internet Explorer 9 Microsoft Internet Explorer 8 1
Available Resources If you have questions about any particular application within the Merchant Portal, please contact your first line of support for more information. For a complete guide on how to run reports using the information processed with the application, please see the User Reports Handbook. User Terminology Throughout this manual, the text will refer to certain parties and their responsibilities when managing your customers with this application. The following terms will help define who is who while performing tasks in the system. 1. User Admin The User Admin is responsible for setting up user profiles in the Merchant Portal for persons within your organization. User Admins will establish privileges and roles for users, allowing them to complete tasks with the application in the Merchant Portal. User Admins are capable of the following: Creating, deleting, enabling, or disabling a user. Resetting a password and providing a temporary password to the user. Unlocking a user who has been locked out of the application. Assigning specific privileges and roles to a user for completing tasks. NOTE: If the Admin needs to perform tasks in managing customers or transactions, it is strongly recommended a separate user profile be created with the appropriate privileges and roles. Using a user profile help specify which users are performing taks and prevents miscommunication. 2. User A person within your organization who is responsible for completing tasks within the application as designated by the User Admin. Responsibilities for a user can include: Setting up customer profile information. Editing transaction details. Generating reports. Processing transactions. 3. Customer A client within your organization wishing to make deposits/donations. Process Workflow The following figure demonstrates how best to approach using the system. User Admins must first set up and assign privileges/roles to users in the Merchant Portal, before users can accomplish tasks within the system. 2
Privileges and Roles The Admin user within your organization will need to assign the appropriate privileges and subsequent roles for users in order to complete tasks within the application. Please see the Assigning Privileges and Roles section of the document to learn more about which priviles and roles give users certain abilities within the system. A user must first be given a privilege before roles within that privilege become available for assignment. Session Timeouts If a user remains inactive in the system for at least 30 minutes, a Session Timeout Warning appears two minutes before the user is automatically logged out, providing the user with an opportunity to remain logged in. Select OK to remain logged in to the system. FIGURE 1 - SESSION TIMEOUT WARNING 3
Admin: Getting Started You will be provided with your site s URL address, the Admin username, a temporary password, and a company name that must be entered upon first logging in to the Merchant Portal. Save the URL for future user, as it is a route of access into the system (Merchant Portal). 1. Once at the provided URL address, complete the User Name, Password, and Company fields. Select Login. FIGURE 2 - LOGIN PAGE 2. A prompt will appear for you to change your password. Passwords expire every 90 days and are case-sensitive. Use the following guidelines when creating a new password. At least 1 uppercase letter. At least 1 lowercase letter. At least 1 number. 8-15 characters in length. 3. Select Update Password when finished. Creating a Secret Question As the Admin, you and any users within your organization have an email address associated with your profile where a new temporary password can be sent if users forget their password. To generate a temporary password, the user must answer a secret question this is set up beforehand with an answer known only to the user. If answered correctly, an email will be sent to the provided address with a new temporary password. Secret questions do not need to be a complete question or contain a question mark. The secret question and answer are not casesensitive fields. NOTE: Single sign-on users do not need to set up a secret question. 1. Log in to the Merchant Portal, and select the My Settings option from the top of the page. 4
FIGURE 3 - MY SETTINGS OPTION 2. If you are not logging in for the first time, the system will prompt you for your current password in order to reach the My Settings page. Once there, locate the Secret Question field and enter a phrase or question unique to you. FIGURE 4 - MY SETTINGS PAGE 3. Enter an answer in the Enter New Secret Answer field and again in the Confirm New Secret Answer field. Your answers do not have to be a formal question. These fields are not case-sensitive. 4. Make any other changes as needed. Select Update to finish. Updating the Administrator Profile As the Admin, you will need to update your profile with an email address where a new temporary password can be sent, if needed. A secret question will also need to be set up as a self-help tool in the even you forget your password (see previous section). 1. Log in to the Merchant Portal, and select Admin from the top of the page. FIGURE 5 - ADMIN TAB 5
2. From the left navigational bar, under the User Admin heading, select List Users. FIGURE 6 - LIST USERS OPTION 3. Under the Edit User column heading, select Edit for the user profile to be updated (in this case, the Admin). FIGURE 7 - EDIT USER OPTION 4. The Update User Settings page appears. Locate the Email Address field and enter an email address where a temporary password can be sent in the event you have forgotten yours. FIGURE 8 - EMAIL ADDRESS ON UPDATE USER SETTINGS PAGE 5. Select Update at the bottom of the page, when finished. 6
Updating Your Password 1. Although the system will require a new password to be created every 90 days, you have the capability to change your password whenever necessary. Log in to the Merchant Portal, and select My Settings from the top of the page. 2. If you are not logging in for the first time, the system will prompt you for your current password in order to reach the My Settings page. Once there, locate the Enter New Password field and enter a new password. Use the following guidelines when creating a new password. At least 1 uppercase letter. At least 1 lowercase letter. At least 1 number. 8-15 characters in length. 3. From this page, you may also make changes to your secret question and answer, if desired. Select Update when finished. 7
Adding a User The Admin is responsible for creating users who will be working with transactions, reporting, or other tasks within the system on a daily basis. The Admin is also responsiblef for updating a user s profile, providing new passwords, unlocking a user s profile in the even they become locked out of the system, and deleting a user s profile, if necessary. 1. Log in to the Merchant Portal, and select Admin at the top of the page. 2. From the left navigational bar, under the User Admin heading, select Add User. FIGURE 9 - ADD USER OPTION 3. The Update User Settings page displays. Fill in the required fields: Full Name The first and last name of the user. User Name The user s login name. This field is not case-sensitive. Cash Mgmt ID Required for single sign-on Internet banking users only. Email Address The email address of the FI user. Non-required fields: User Location Optional field to describe the user. Auto Disable This field is not used, currently. Dual Auth Amount The single transaction dollar limit for this user. Dual Auth Status The action to take when the Dual Auth Amount is exceeded. 8
FIGURE 10 - NEW USER SETUP 4. Select the Enabled check box to make ths FI user profile active. 5. Carefully record the case-sensitive value in the Temporary Password field and provide it to the user. 6. You may select the Authorized Caller check box if this user will contact EPS for support, if necessary. Please see the following section for more information about designating a user as an authorized caller. Designating Authorized Callers The authorized caller feature allows you to designate specific users that can contact EPS Customer Support for assistance when needed. Maintaining any users within your organization designated as an authorized caller and establishing identification phrases for those users will ensure EPS Customer Support s ability to verify confidential information and provide you with an additional layer of security. The Admin within your organization must be able to identify all users designated as authorized callers. To establish a user as an authorized caller, select the Authorized Caller checkbox within the user s profile. Once enabled, the user will then be required to establish an Authorized Caller Identification Phrase that will be used by the EPS Customer Support representative to verify that the user is authorized before providing support. Callers who are not able to answer their identification phrase or are not an authorized user will be directed to their financial institution for further assistance. On the Update User Settings page, select the check box next to Authorized Caller. 9
FIGURE 11 - AUTHORIZED CALLER CHECK BOX Assigning Privileges and Roles When creating a new user, you will need to assign certain privileges and roles for users to accomplish tasks within the system. 1. On the Update User Settings page, select the check box next to the Customer Services privilege, and click the Update button at the bottom. FIGURE 12 - PRIVILEGES FOR A USER 2. The roles for the selected privilege(s) will appear, as well as the location(s) available for the user. Select the check box(es) next to the role(s) you wish to enable for this user. The following table lists the most common roles associated with the Customer Services privilege. Role Definition 10
Role Accounting Accounting Approve Check Only Accounting Limited Functionality Credit Card Edit ACH Opt Out Preauthorized Recurring Credit Preauthorized Recurring Debit Preauthorized Single Credits Preauthorizzed Single Debits QB Admin Refund RDC Admin RDC User RDS User RTG User Telephone Payment Definition Allows a user to run reports, balance all checking and credit card transactions, look at transaction details, edit transactions, view check images, and monitor and research transactions. In conjunction with the Dual Authorization feature within a user s profile, this role designates the user as the second person that can approve a transaction in the Awaiting Approval status. The transaction will have been made by a different user. A user with this role will not have access to the Transaction Status Summary located on the Home page of the Merchant Portal. A user will be able to process scanned and card-not-present transactions. A user can add to and/or edit the ACH Opt Out list. A user can set up recurring ACH credits which customers can use to pay creditors. NOTE: This feature should not be used for payroll. A user can set up customer-authorized recurring ACH debits or payment plans. When enabled, a user can create a one-time manual ACH credit or partial refund. Alternatively, the customer can create a payment to his/her creditor. A user can create a one-time customer-authorized ACH debit transaction. A user can set up the link to the QuickBooks account and export transaction files to QuickBooks. A user can create refunds (complete reversals) of already processed ACH transactions. User can create, scan, and submit items as a transaction. User can create and scan items, but not submit them as a transaction. User can create, scan, and submit an item as a transaction. If enabled, third-party vendor files will be sent through Real Time Gateway. A user can create a customer-authorized ACH payment received via the telephone. 11
Role View ACH Opt Out View ACH Opt Out Account View Batch Images (Debits & Credit Report) Definition A user will only be able to view a list of customers who have opted not to have their transactions processed as ACH items. A user can view, add to, and/or edit the ACH Opt Out list, as well as view a customer s complete account number, instead of just the last four digits. A user will have access to the batch image file to print, save, or view. 3. After selecting the roles you wish to enable for the user, select Update at the bottom of the page. Updating a User As the Admin, you have the responsibility of enabling/disabling users, deleting a user, resetting a user s password, and edting/updating user profiles. 1. Log in to the Merchant Portal, and select the Admin tab from the top of the page. 2. From the left navigational bar, under the User Admin heading, select List Users. 3. Under the Edit column header, select Edit for the user profile you wish to update. FIGURE 13 - EDIT OPTION FOR A USER 4. The Update User Settings page displays. Make any changes necessary, and select Update at the bottom of the page. Dual Authorization for Editing and Adding Users Dual authorization is an optional feature for the Remote Deposit Scan product that will establish the requirement for a second Admin to approve changes made to a user s profile within the Merchant Portal. If utilized, changes to a user profile s UserName, Email Address, Privileges, Roles, and Locations made by an Admin user will need to also be approved by a second 12
Admin user before any changes take effect. This is an optional feature that can be enabled by first contacting your financial institution and making a request. Dual authorization will also be in place when a new user is created by an Admin. New users created by one Admin will have a reminder display about an additional Admin user required to approved new users. FIGURE 14 - UPDATE USER SETTINGS PAGE WITH DUAL AUTHORIZATION REMINDER In the left navigational bar, under the User Admin heading, the List Pending Users link displays. All existing users whose profiles have been changed by an Admin user and/or any new users created will appear within this list. When a second Admin user approves changes, the user(s) will be updated accordingly. FIGURE 15 - LIST PENDING USERS OPTION NOTE: New users cannot log in to the system until a second Admin user has approved their profile creation. 1. Log in to the Merchant Portal, and select Admin from the top of the page. 2. From the left navigational bar, under the User Admin heading, select List Pending Users. 3. All users with pending changes and/or all new users created appear. 13
FIGURE 16 - PENDING USERS 4. Select the View option for the user you wish to approve changes for. a. The Viewing User in Pending New Status page appears for new users created. Enter a Reason for either accepting or rejecting the profile. Select the Accept option to have the user approved and appear under the List Users page. Select the Reject option to deny the user profile and not have it established within the system. FIGURE 17 - VIEWING USER IN PENDING NEW STATUS b. The Viewing User in Pending Status page appears for existing users with changes made to their profile. 14
FIGURE 18 - VIEWING USER IN PENDING STATUS c. From the bottom of the page, select the Accept option to implement the changes made. Select the Reject option to deny the changes. Unlocking a User Users can be locked out of the system for the following reasons. A password is keyed incorrectly at least five times When requesting a new temporary password, the user answered the secret question incorrectly. As the Admin user, you are responsible for unlocking user profiles so that they can access the system again. If the Admin becomes locked out, contact your first line of support for assistance. Follow the below steps to unlock a user s profile. 1. Log in to the Merchant Portal, and select the Admin tab from the top of the page. 2. From the left navigational bar, under the User Admin heading, select List Users. 3. Look for the Locked status below the Locked column heading. Select the Unlock link to the right of the Locked status. The link will disappear, and the user profile will be unlocked. 15
FIGURE 19 - UNLOCKING A USER NOTE: If the user needs a new password, you will need to reset the password (detailed in the following section). Resetting a Password User may forget their password and ask you to provide them with a new temporary one. The steps below explain how to reset a user s password. 1. Log in to the Merchant Portal, and select the Admin tab from the top of the page. 2. In the left navigational bar, under the User Admin heading, select List Users. 3. Under the Edit User heading, select the Edit link for the user profile you wish to update. 4. Select Reset Password. The user s profile will have a case-sensitive temporary password generated. Carefully record this password and provide it to the user. FIGURE 20 - NEW TEMPORARY PASSWORD Disabling a User Disabling a user keeps the profile intact until access is re-enabled by the Admin. The Admin may want to disable a user, for example, if a user is on leave for an extended period of time before working wth the application again. 1. Log in to the Merchant Portal, and select the Admin tab from the top of the page. 2. In th left navigational bar, under the User Admin heading, select List Users. 16
3. Under the Edit User heading, select the Edit link for the user profile you wish to disable. 4. Deselect the box next to Enabled, and select Update at the bottom of the page. FIGURE 21 - DESELECTING THE ENABLED CHECK BOX Deleting a User s Profile Deleting a user profile will remove it from the list of users and make it inaccessible. The User Name for that profile cannot be utilized again for a different user. The profile will be categorized as a Deleted User. 1. Log in to the Merchant Portal, and select the Admin tab from the top of the page. 2. In the left navigational bar, under the User Admin heading, select List Users. 3. Under the Edit User heading, select the Edit link for the user profile you wish to delete. 4. Select Delete User. FIGURE 22 - DELETE USER OPTION 5. A prompt will ask you to confirm deleting a user. Select Yes to continue. 17
FIGURE 23 - DELETE USER CONFIRMATION Listing Deleted User Profiles A list of the user profiles that you have deleted is available if you need to refer back to a previous user s profile information. This list will also provide the profile s audit history and any updates that may have been made to it. 1. Log in to the Merchant Portal, and select the Admin tab from the top of the page. 2. In the left navigational bar, under the User Admin heading, select List Deleted Users. FIGURE 24 - LIST DELETED USERS OPTION 3. A list of all deleted users appears. In the Audit History column, select the View link to see more about changes that were made to a user s profile before it was deleted. FIGURE 25 - VIEW DELETED USER AUDIT HISTORY 4. A record of the user s profile displays. FIGURE 26 - DELETED USER'S AUDIT HISTORY 18