Sales Station Mobile User Guide

Sales Station Mobile User Guide Doubleknot, Inc. 20665 Fourth Street, Suite 103 Saratoga, California 95070 Telephone: (408) 971-9120 Email: doubleknot@doubleknot.com SSM-OPS-UG-1.0

2016 Doubleknot, Inc. All rights reserved. This document is provided for informational purposes only, and makes no guarantees, representations or warranties, either express or implied, about the information contained within the document or about the document itself. All information in this document is subject to change without notice. Additional trademarks included herein are the property of their respective owners. The material in this document is proprietary information of Doubleknot, Inc. The information may not be copied or used in any manner. The document is submitted to the recipient for their use only. By receiving this document, the recipient undertakes not to duplicate the document or to disclose in a part of, or the whole of, any of the information or ideas contained herein to any third party without receiving prior written permission from Doubleknot, Inc. Doubleknot, Inc. Saratoga, CA (408) 971-9120 www.doubleknot.com

Sales Station Mobile User Guide Sales Station Mobile: Overview... 1 Sales Station Buttons... 1 Logging On and Off... 2 Information You Need to Log On... 2 Logging On... 2 Logging Off of Sales Station... 2 Understanding the Sales Station Register... 3 Main Register Page... 3 Understanding the Options Bar... 3 Adding Items to a Purchase... 6 What Can Customers Buy?... 6 Adding Items: Overview... 6 Adding an Item Using Buttons... 6 Adding Other Kinds of Items to a Purchase... 6 Changing Item Quantity... 7 Removing a Single Item from the Purchase... 7 Removing Everything from the Purchase... 7 Accepting Credit Card Payments... 8 Using the Secure Credit Card Reader... 8 Manually Entering Credit Card Information... 8 Issuing Receipts... 9 Text Message Receipt... 9 Email Receipt... 9 If the Customer Does Not Want a Receipt... 9 Issuing Refunds and Voiding Transactions... 10 Looking Up an Order to Refund... 10 Refunding the Order... 10 Voiding Transactions... 11 Looking Up Existing Registrations and Reservations... 12 Looking Up the Registration or Reservation... 12 Updating a Registration or Reservation... 12 Accepting Payment for a Registration or Reservation... 12 Looking up a Membership... 13

Sales Station Mobile: Overview The following is general overview of how to accept payments with Sales Station Mobile and an explanation of the Sales Station Menu buttons. 1. Add items to the order. You can: Tap the button for the item on the register page. Tap the More Items to Purchase button to locate items that aren t on the main register page. Tap the Enter Amount button to enter a custom amount not associated with a specific item. 2. Tell the customer how much they owe, and ask how they will be paying. 3. Choose one of the following to accept credit card payment: If you have a Doubleknot-ready MagTek secure card reader, swipe the credit card. If you do not have a secure card reader, tap the Charge button and enter credit card information in the fields. 4. Complete the sale. For credit card sales, a signature may be required. If it is, ask the customer for a signature. 5. Deliver the receipt. If the customer wants you to send the receipt by SMS text message, enter their mobile telephone number in the Phone field and tap Send SMS Receipt. If the customer wants you to send the receipt by email, enter their email address in the Email field and tap Send Email Receipt. If the customer doesn t want a receipt or if you ve already sent a receipt, tap New Sale. Sales Station Buttons Button name Button What it displays Sales Station Menu The Sales Station menu Register The main Sales Station register page More Items to Purchase Lists of additional items to purchase. Enter Amount A ten-key numeric keypad to manually enter a price Sales Station Mobile User Guide 1

Logging On and Off Information You Need to Log On To log on to Sales Station, you will need: Your user ID Your password The name of the station that you re using Logging On 1. On the ipad screen, tap the Sales Station app icon. The logon screen will be displayed. Logging On to Sales Station 2. In the USER ID field, type your user ID. 3. In the PASSWORD field, type your password. 4. Tap Log On. If your logon account is only assigned to one register, the main register page is displayed. If your logon account can use more than one Sales Station register, the STATION SELECTION page will be displayed. Go to step 5. Station Selection page 5. Tap the name of the station that you re using. If you re not sure, ask your organization s Doubleknot administrator. After you ve selected a station, the main Sales Station register screen is displayed. Logging Off of Sales Station To log off Sales Station, follow these steps. 1. Follow any instructions for end-of-shift procedures. 2. Tap the SALES STATION menu button at the bottom left of the screen. The Sales Station menu is displayed. 3. At the top of the list, tap Sign Out. You will be logged off of Sales Station and the logon page will be displayed. Sales Station Mobile User Guide 2

Understanding the Sales Station Register Main Register Page This is the main Sales Station register page. The parts of the main register page include: Register buttons. Use these to add items to the customer s purchase. Charges column. When you add an item to the customer s purchase, it s listed in this column. The total amount that the customer owes is displayed at the bottom of the column. Charge button. When you ve added everything that the customer wants to the purchase, tap Charge to begin the payment process. Options bar. These buttons at the bottom of the screen let you access many additional functions. Understanding the Options Bar The Options bar is displayed at the bottom of the register page. The buttons on the Options bar give you access to additional functions. Button name Button What it displays SALES STATION MENU The Sales Station menu REGISTER The main Sales Station register page MORE ITEMS TO PURCHASE ENTER AMOUNT Lists of additional items to purchase. A ten-key numeric keypad to manually enter a price Sales Station Mobile User Guide 3

SALES STATION MENU The SALES STATION MENU button displays all of the options that you can use in Sales Station. The options that are displayed depend on how your organization uses Sales Station. The options might include: Sales Station Menu Option Sign Out Change Station What happens when you tap it? Logs you out of the Sales Station register Displays a list of all the Sales Station registers that your logon account can access Menu Member Number Void Transaction Refund Search Order Displays the Sales Station management page. If your organization uses Doubleknot s Membership Management solution, this allows you to enter a membership number so that the customer receives their membership discounts. Void a transaction that occurred in the past 20 minutes. Issue a refund for one or more items on an order. Look up an existing registration or reservation. REGISTER The REGISTER button always takes you back to the main Sales Station register screen. MORE ITEMS TO PURCHASE The main register screen will display buttons for the items that customers are most likely to purchase at this register. However, customers can purchase anything that your organization sells, even if it s not assigned to a register button. The MORE ITEMS TO PURCHASE button displays a list of categories that contain everything a customer can purchase. In the following example, you can: Tap Memberships to display a list of memberships that the customer can buy. Tap Products to display a list of merchandise. Tap Events to display a list of events that the customer can register for, and so on. Example categories to locate and select items to purchase Sales Station Mobile User Guide 4

ENTER AMOUNT Most of the time, everything you sell can be found in the buttons on the register and the options that you see when you tap the MORE ITEMS TO PURCHASE button. Occasionally, you may need to enter the cost of an item that isn t available anywhere in the system. The ENTER AMOUNT button lets you enter the exact cost, in dollars and cents, of an item that isn t represented anywhere else in the system. To enter a custom amount, follow these steps: 1. Tap the ENTER AMOUNT button. A page with a numeric keypad will be displayed. How to enter a custom amount 2. Tap the numbers to enter the amount. Please note: There is no key for a decimal. The last two digits that you type will appear to the right of the decimal. (For example, if you enter 652, it will be displayed as $6.52. If the amount is an even dollar amount (for example, $7 instead of $7.23), enter the number of dollars and tap 00 to add the decimal in the correct location. To delete the most recent number, tap. To delete everything you ve entered, tap AC ( All Clear ). 3. When the correct amount is displayed, tap + to add the amount to the charges column. 4. If you re done entering custom amounts: Tap the REGISTER button to return to the main register page to add more items to the order OR Tap Charge to start the payment process. Sales Station Mobile User Guide 5

Adding Items to a Purchase What Can Customers Buy? With Sales Station, customers can purchase exactly the same things at your register as they can online. Depending on your organization, customers may be able to purchase: General admission tickets Tickets for a guided tour, an attraction (for example, an IMAX movie, special exhibit, or train ride) or an experience (for example, face-painting) Registration for an event, class, educational program or daycamp Reservations for a facility rental (for example, a birthday party) Memberships Merchandise Donations to your organization Because Sales Station allows you to sell items like registrations, reservations and memberships, you may need to ask the customer for additional information to complete the purchase. Adding Items: Overview There are two ways to add an item to a customer s purchase: Tap the button on the main register screen to add an item to the purchase. The register screen displays buttons for the items that customers are most likely to purchase at that register. For example, if you re handling admissions, your Doubleknot administrator will configure the register screen to display buttons for all of the admissions options. Display a list of everything that your organization sells, and select an item from that list. Adding an Item Using Buttons 1. Tap the button for the item. If more information is not required, the item will be added to the CHARGES column at right. If more information is required, a dialog box will be displayed. For example, in the picture below, the dialog box is displayed when a customer asks to purchase admission tickets. Select the number of each kind of ticket and tap Add. The tickets will be added and displayed in the CHARGES column at the right. Dialog box to select the number of tickets for each type Adding Other Kinds of Items to a Purchase To add an item to the purchase that isn t assigned to a button, follow these steps: 1. Tap the MORE ITEMS TO PURCHASE button in the options bar. A list of categories will be displayed. 2. Tap the category that contains the item that the customer wants to purchase. For example, if the customer is purchasing merchandise, tap Products. 3. Locate and tap the item that the customer is purchasing. The item will be added to the CHARGES column. 4. If additional registration or purchase options are displayed, complete the fields. Sales Station Mobile User Guide 6

Changing Item Quantity Sometimes, you may need to change the quantity of an item in the purchase. For example, if you add four water bottles to a purchase and the customer decides he only wants three, you must remove one of the water bottles. To change the quantity of an item in the CHARGES column, follow these steps: 1. Tap the item in the CHARGES column. A dialog box to change price and quantity will be displayed. 2. To change the quantity, you can: Enter the correct amount Use the and + buttons to decrease or increase the quantity 3. When the correct quantity is displayed, tap Update. The quantity in the CHARGES column will be updated and the register will be displayed. SHORTCUT: If the item doesn t require additional information, you can increase the amount by tapping the item s register button. Removing a Single Item from the Purchase To remove a single item from a purchase, follow these steps: 1. Tap the item in the CHARGES column. A dialog box to change price and quantity will be displayed. 2. Change the quantity to 0. 3. Tap Update. The item will be removed. Removing Everything from the Purchase To remove everything from the purchase, follow these steps: 1. In the CHARGES column, tap Clear Items. You will be asked to confirm this action. 2. Tap Confirm. All items will be removed from the purchase. Sales Station Mobile User Guide 7

Accepting Credit Card Payments Using the Secure Credit Card Reader The fastest, easiest and most secure way to accept credit card payments with Sales Station Mobile is to use the Doubleknot-ready secure card reader by MagTek. Click here for information about ordering a Doubleknot-ready secure credit card reader from MagTek. If you re using the secure card reader, follow these steps to accept payment: 1. When everything the customer wants to purchase is added to the order, swipe the credit card. The receipt screen will be displayed. (You can also tap the CHARGE button to display the payment page and then swipe the credit card.) 2. Follow the steps to issue a receipt. Manually Entering Credit Card Information If you don t have a Doubleknot-ready secure card reader by MagTek for your ipad, follow these steps to manually enter credit card information for a purchase: 1. When everything the customer wants to purchase is added to the order, tap Charge. A dialog box with payment options displayed. Payment page 2. Enter the credit card information: In the CREDIT CARD field, type the credit card number. Do not include spaces. In the CVV2 field, enter the credit card security code. In the EXPIRATION DATE field, enter the card s expiration date in mmyy format without spaces (for example, the expiration date November 2018 would be entered as 1118). In the POSTAL CODE field, enter the customer s billing zip code for the credit card. 3. Tap Charge. 4. If a signature screen is displayed, position the ipad for the customer to sign on the screen. 5. If the receipt page is displayed, follow the steps to issue a receipt. Sales Station Mobile User Guide 8

Issuing Receipts After a customer pays, the RECEIPT OPTIONS page is displayed. Follow these steps to issue a receipt and return to the main register page for the next sale. Receipt options page Text Message Receipt To send the receipt by text message, follow these steps: 1. In the PHONE field, enter the customer s cell phone number. 2. Tap Send SMS Receipt. The receipt will be sent to the customer s cell phone. 3. At the top of the page, tap New Sale. The main register screen will be displayed for a new sale. Email Receipt To send the receipt by email message: 1. In the EMAIL field, enter the email address. 2. Tap Send Email Receipt. The receipt will be sent to the customer s email address. 3. At the top of the page, tap New Sale. The main register screen will be displayed for a new sale. If the Customer Does Not Want a Receipt Generally, you should issue the customer a receipt by text or email if the customer made a payment of any kind. If the customer does not want a receipt: 1. At the top of the page, tap New Sale. The main register screen will be displayed for a new sale. Sales Station Mobile User Guide 9

Issuing Refunds and Voiding Transactions You can issue a refund for an entire transaction or for individual items on a transaction. When you refund an item in Sales Station, here s what happens: Registrations and reservations are cancelled. Merchandise is returned to inventory. The total amount of payment for the refunded item or items is refunded to the customer s credit card. Looking Up an Order to Refund 1. In the menu, tap Refund. A page to look up the order is displayed. 2. Enter any of the following information to look up the order: SEARCH BY ORDER #: Enter the customer s order number SEARCH BY PAYMENT INFO: Enter the customer s first name, last name and/or the last four digits of the credit card used for payment SEARCH BY DAYS: Select a number of days to include in the search (1 day, 7 days, 30 days, 90 days or 180 days) 3. Tap Search. A page of orders matching your search criteria is displayed. Refunding the Order 1. Locate the order to refund and tap View. Information about the order is displayed. 2. In the second panel, locate the item or items that the customer wants refunded. 3. If the customer requests a refund for ALL items in the order, tap Refund All. The REFUND RECEIPT page is displayed. 4. If the customer requests a refund for one or more INDIVIDUAL items on the order: In the REFUND QTY field, enter the number of each item refunded. For example, if the customer is returning one T-shirt, enter 1 in the REFUND QTY field for the T-shirt item. Tap Refund. The REFUND RECEIPT page is displayed. 5. Follow the steps to send the customer a refund receipt. Sales Station Mobile User Guide 10

Voiding Transactions Sales Station Mobile provides a fast method to void entire transactions. Voiding a Sales Station Transaction performs the following action: All registrations or reservations are cancelled. All merchandise is returned to inventory. The total amount of payment is refunded to the customer. Please note this important information: You can only void transactions that occurred in the past 20 minutes. If a transaction is older than 20 minutes, you can use the Refund feature to refund the purchase. Voiding affects the entire order. If the customer only wants to cancel or return specific items in the order, do not use the Void Transaction feature. Instead, use the Refund feature. To void a transaction, follow these steps: 1. In the menu, tap Void Transaction. A page displaying orders completed in the last 20 minutes are displayed. 2. Locate the transaction and tap Void. The transaction will be voided and the VOID RECEIPT page will be displayed. 3. Follow the steps to send the customer an updated receipt by text or email. Sales Station Mobile User Guide 11

Looking Up Existing Registrations and Reservations With Sales Station Mobile, you can look up a customer s event registration (Calendar Activities), program registration (Programs) or reservation (Facilities) so that they can make a payment or modify their registration or reservation. NOTE: This feature only searches Event Management events, programs and facilities. You can t use this feature to display information about products. Looking Up the Registration or Reservation To look up a registration or reservation: 1. In the menu, tap Search Order. The SEARCH EXISTING REGISTRATIONS AND RESERVATIONS page is displayed. 2. Enter at least one of the following items to locate the customer s order: DATE: The date of the order NUMBER: The registration or reservation number ORDER #: The order number on the registration or reservation LAST NAME: The customer s last name GROUP: For group registrations and reservations, the name of the group. 3. Tap Search. A list of registrations and reservations matching the criteria are displayed. Updating a Registration or Reservation To update a registration or reservation that doesn t have a balance due: 1. Tap Update. A dialog box asking whether you want to remove or update the registration is displayed. 2. Tap Update. The existing registration or reservation will be displayed. 3. Follow the steps on screen to update the registration or reservation. When you re done, the changes will be saved and any changes in price will be added to the CHARGES column. Accepting Payment for a Registration or Reservation To accept a payment for a registration or reservation: 1. Tap Pay. The outstanding balance will be added to the CHARGES column. NOTE: Sales Station does not accept partial payments against a payment schedule. Customers can only pay the full balance due at Sales Station. Sales Station Mobile User Guide 12

Looking up a Membership If your organization uses the Membership Management module, you can enter a current member number to identify the purchaser and automatically apply any available member benefits. Even if the customer doesn t purchase anything that qualifies for a member discount, entering the member number associates the order with the member s Doubleknot profile to improve customer service and deliver more accurate reporting about member behavior. To look up a membership for a Sales Station purchase, follow these steps: 1. Add at least one item to the order. NOTE: There must be at least one item in the Charges column before you look up the membership number. The item doesn t have to eligible for a membership discount. 2. In the Sales Station menu, tap Member Number. The ACTIVATE MEMBERSHIP NUMBER dialog box is displayed. 3. In the field, enter the membership number. 4. Tap Activate. If the membership number is correct and active, the Membership is Activated message is displayed. If the membership number is not correct or not a current membership, the Invalid Membership ID message is displayed. 5. Tap X in the upper right corner to close the dialog box. 6. Continue with the sale as usual. Sales Station Mobile User Guide 13