Payment Processing is a SuccessWare21 service allowing you to securely submit payment transactions via the Internet to a supported payment processor. A unique advantage of this service is that it relieves you from certain PCI security issues related to the storage of customer data. Once the service is enabled, credit card numbers will no longer be stored in SuccessWare21. Benefits of this service include:
· Seamless integration for collection of credit card information via a secure web form
· Authentication of the merchant
· Managed and secure transmission via the gateway to payment companies for settlement
· Secure storage of credit card information
· Batch processing of periodic billings for service agreements
The first step in using payment processing in SuccessWare21 is to sign up for an account with one of the supported payment processors. After signing up you will be given authentication credentials which are required by SuccessWare21.
You configure the payment processing service in SuccessWare21 via the Company Setup form. On that form is a tab called Payment Processing. Select the Processor that you have signed up with and then click the Setup button, this will launch the Processor Setup Wizard. The first few pages of the wizard provide information about the service, obtaining your account with the processor, etc.
Once you have obtained your account credentials the next step is to confirm that it can be accessed from within SuccessWare21. On this page simply enter the credentials given to you by the processor, then click the Confirm Access button. Assuming everything was entered correctly access should be confirmed.
Next you must tell SuccessWare21 if you would like to process ACH transactions (bank account transfers) in addition to credit card transactions. You must inform your processor of your desire to process ACH transactions as your account will need to be configured for it, and depending upon the processor, different ACH credentials may be given to you. If your processor requires different ACH credentials you will enter them here and confirm account access.
Next SuccessWare21 will ensure that your installation is free of credit card numbers, this step is vital, per PCI security issues credit card numbers can no longer be stored in SuccessWare21. If credit card numbers are found you will be asked to clean them before you can enable this service. Your credit card numbers will be exchanged for a secure alias which will be used for all future credit card transactions. It is important that the clean process obtains aliases for any invoices and agreements you will be billing in the future. If invoices or agreements do not have valid aliases, you will need to update the payment information on the associated invoice or agreements before you can process the related payments.
The last step of the wizard is to turn on the Payment Processing Service in SuccessWare21. Once turned on, you will:
· No longer store credit card numbers in SuccessWare21
o Credit card information will be entered on the processor’s secure web form, with the information being exchanged for an aliases which will be stored in SuccessWare21
o Only the masked credit card number will appear in SuccessWare21, with the last four digits being visible for verification purposes
· Be able to process payments for individual invoices provided they have a valid alias
· Be able to process payments for periodic agreement billings provided they have a valid alias
Once you have enabled the Payment Processing Service, you can return to the Company Setup Form any time you wish to update it. To update simply click the Properties button on the Payment Processing tab, this will open the Payment Processing Properties Wizard. From this wizard click the action link corresponding to the service change you’d like to make.
If for any reason your account credentials with the processor need to be changed use this action link. Note, you will not be able to change your account number via this option.
Use this action link if you would like to enable or disable ACH processing with the service.
IMPORTANT: The three remaining updates require that your SuccessWare21 installation have:
· No open credit card preauthorization’s
· No active agreements with a recurring payment set up
· No unreconciled periodic agreement invoices
Some reasons why you may need a new account in SuccessWare21:
1. Your processor has given you a new account
2. You are taking over an existing SuccessWare21 installation and need to switch it to your account
3. As a result of a data conversion you need to switch accounts
Some processors allow aliases to be “shared” between accounts. This is important to you because not “sharing” aliases will force you to collect credit card information again as you transact business with your customers. This may be especially time consuming with regards to periodic agreements.
Click this action link if you want to disable the Payment Processing Service in SuccessWare21.
IMPORTANT: Disabling the service will clear all aliases from your SuccessWare21 installation. If you re-enable the service in the future, you have to reacquire credit card information as you transact business with your customers
Click this action link if you want to configure the Payment Processing Service to use a different processor. This wizard will walk you thru disabling the service, after that you simply walk thru the Setup Wizard for the new processor.
IMPORTANT: Aliases cannot be “shared” between different processors so you will be forced to reacquire credit card information as you transact business with your customers. This may be especially time consuming with regards to periodic agreements.
Credit card information can still be recorded in SuccessWare21 in the same places you are used to, Billing Account Detail, AR Invoice, Agreement, etc. However, after selecting a credit card payment type, you will see a payment processing button. You click this button to open the Secure Payment Processing Wizard. This wizard guides you thru the various payment processing tasks available.
When credit card information is required the wizard will seamlessly open up the processor’s secure web form where you will enter the credit card number, expiration date, etc. This information is submitted and stored with the processor, who in return sends an alias back which is what is stored in SuccessWare21.
If you have chosen to turn on the ACH Processing features of the service, then upon selecting a Funds Transfer or Check payment method, the payment processing button will become available. Note, since there are no PCI security issues with storing bank account information aliases are not required for ACH processing. What is required is a valid routing number and bank account number. For Check payment methods a check number is also required.
On the invoice payment form click the payment processing button to access the Secure Payment Processing Wizard. For credit card payments an alias is required (the wizard will walk you thru obtaining one if necessary), for ACH payments bank account information is required. From the wizard click the Continue button and choose a processing option:
· If the payment should be processed now through the processor, select ‘process now’ (default) and click the Process button. The transaction will be submitted to the processor for processing and the result of approved or declined will be returned and displayed.
· If you have already processed this payment through some other method, select ‘already processed…’ and click the Done button. The transaction will not be submitted to the processor. This option simply allows you to record the payment in SuccessWare21.
The Payment Processing button will change color to indicate the state of the alias as follows:
· Yellow –payment type enabled for processing, alias not yet acquired
· Blue –payment type enabled for processing, alias on file, and ready for processing.
· Green –payment type enabled for processing, alias on file, processed and approved.
· Red –payment type enabled for processing, alias on file, processed and declined.
· Gray – not a payment type that can be processed, or disabled for processing.
If you need to cancel a transaction that you have submitted to the processor you have two options:
1. Void it via the Secure Payment Processing Wizard
2. Submit an offsetting credit transaction to the processor
Voiding the transaction should always be your first choice, however it is time sensitive as once the processor submits the transaction into the banking system voiding is no longer possible. To void a transaction, open the SuccessWare21 document containing the payment, click the payment processing button, and click the Void action link. You will be informed as to whether the void was successful or not. After successfully voiding you will want to record the correct payment information for the document.
If there is no Void action link, then it is too late to void it. In these instances, click the Cancel Transaction action link and confirm. Canceling a transaction in this way will not clear the payment it simply submits an offsetting credit transaction with the processor. If you cancel a transaction in this manner you must resubmit it at a later date, change the payment type/information or post it as if no payment was included.
From time to time a processed payment may be declined by the processor, when that happens you can:
· Use the wizard to resubmit the transaction, or
· Clear the payment information, correct it and then submit a new transaction, or
· Clear the payment entirely
When a payment is submitted to the processor in SuccessWare21 it is associated with that specific document. This prevents reprocessing of payments that have been processed and recorded. The ‘Clearing/Resetting’ of a transaction clears this direct association allowing changes to be made to the payment information and reprocessing if necessary.
IMPORTANT: Use caution when making changes to payments in SuccessWare21 that have been processed with the processor.
Once processed, a ‘transaction history’ action link is available in the Secure Payment Processing Wizard. Click it to review every transaction that was ever sent to the processor in relation to this document.
SuccessWare21 supports the ability to set up a recurring payment with the processor. This will be a time saver to you if you have lots of periodic agreements that you regularly bill. To set up a recurring payment simply activate the agreement with a credit card alias and then click the Recurring button. This will open the Secure Payment Processing Wizard which will walk you thru setting up the recurring payment with the processor. In addition to credit cards, some processors support recurring payments for ACH.
Note: Recurring payments with XCharge are processed on their scheduled date during the 2:00 am EST hour.
IMPORTANT: Agreements with a frequency of ‘Other’ are not eligible to be set up with a recurring payment.
If you already have activated periodic agreements and you don’t wish to create recurring payments for them one at a time, you can choose to create them all in a batch. This is accomplished via the Setup Recurring Payments action link on the Payment Processing Properties Wizard. Clicking this link will produce a form where you simply click a button to set up all the recurring payment with the processor.
IMPORTANT: This will set up all eligible agreements, there is no means for you to pick and choose which ones to set up. For that you must set them up one at a time from the Agreement Form.
Processing periodic agreements that are set up with a recurring payment is exactly the same as every other periodic agreement, except that instead of processing the payments with the processor via the Agreement Manager, you instead right-click in the grid and choose Reconcile Recurring Payments. This will instruct SuccessWare21 to download all processed recurring payments from the processor and link them to the appropriate invoice in SuccessWare21. Assuming the transaction was approved, the invoice can then be posted. An Exception Report can be printed detailing invoices not linked to a recurring payment, as well as approved recurring payments not link to an invoice.
If a recurring payment is declined, you should open the invoice, click the payment processing button and view the transaction history to determine why it was declined. Depending upon the reason you should either:
1. Change or correct the payment information in SuccessWare21 and resubmit.
2. Clear the payment information in SuccessWare21 and post it as if no payment was included.
These invoices are in this state for one of two reasons:
1. They are waiting for their recurring payment to be processed by the processor
2. Their recurring payment was declined, see the declined section above for corrective action
To resolve these you must first determine which agreement it is applicable to. The most likely cause is that the periodic invoice has yet to be created for this payment. If that is the case, simply create it and then choose Reconcile Recurring Payment again.
Some processor’s support preauthorizing a credit card which is simply checking the cardholder funds, and if the funds are sufficient for the purchase amount, the funds will be reserved on the cardholders account. At a later date the funds can then be “captured”.
If your processor supports this feature you can use it in SuccessWare via the Secure Payment Processing Wizard. Simply click the Preauthorize Credit Card link in the wizard, enter the amount and click the PreAuth button. Later, when processing a payment, you can indicate if you would like to “capture” the preauthorized amount.
NOTE: preauthorized transactions can be ‘released’ at any time prior to processing, or if left unprocessed they will automatically expire.
This is a daily report of all transactions successfully submitted to the processor from within SuccessWare21. The totals here should match the totals shown for the batch on your online account. This report can be accessed from any of the following locations in SuccessWare21:
· Report Gallery – Payment Processing
· Secure Payment Processing Wizard – click on the processor’s logo
· Account Register – click on the processor’s logo
Credit card transactions are ‘approved’ in real-time meaning that when you process a transaction from the Secure Payment Processing Wizard and get an approval you will see the funds deposited into your account within a business day or two.
ACH transactions on the other hand require several days to settle. So when you process one of these transactions from the Secure Payment Processing Wizard and get an approval that just means that the bank account information is valid. It is still possible for the transaction to be declined at a later date, most likely due to insufficient funds. When this occurs please refer to the section on declines for making the necessary corrections in SuuccessWare21.
IMPORTANT: SuccessWare21 has no built in mechanism for notifying you whether an ACH transaction has ‘cleared’ or ‘failed’, instead you will have to monitor you bank account and/or statements. When you notice a failure, you must manually make the appropriate adjustments in SuccessWare21.
When you signed up for your account with the processor, they may have given you information about a web portal you can use for submitting transactions, viewing reports, etc. Detailed below are a few things to keep in mind when using the portal.
Any transaction you process directly on the portal is not fed back to SuccessWare21, instead you should duplicate the transaction in SuccessWare21, and then on the Secure Payment Processing Wizard indicate that it was ‘processed via other means’.
Any transaction you void directly on the portal is not fed back to SuccessWare21, instead you should:
· Adjust the document and change or remove the payment information using the Clear/Reset method above
· Or, if the document cannot be adjusted, you will want to make an adjustment to the customers billing account.
Any recurring payments you set up directly on the portal are not fed back to SuccessWare21, so when working with those periodic invoices you will want to mark them as already paid in Agreement Manager.
IMPORTANT: DO NOT set up recurring payments in SuccessWare21 for any agreement in which you created a recurring payment directly on the web portal. Doing so will result in double-billing of this customer.
· Customer Service - Agreements - Payment Processing: Process Periodic Invoices
o This permission will allow the user to
§ Process periodic agreement invoices in batch from the Agreement Manager
§ Clear or Cancel all unreconciled periodic invoices when necessary from the Payment Processing Properties form
· Customer Service - Agreements - Payment Processing: Manage Recurring
o This permission will allow the user to
§ Create and cancel recurring payments
§ Clear or Cancel all active agreements with a recurring payment when necessary from the Payment Processing Properties form
· Receivables - Payment Processing - Process Payments
o This permission will allow the user to
§ Process a payment from the Secure Payment Processing Wizard
§ Preauthorize a credit card
§ Resubmit a declined transaction
§ Void/Cancel an approved transaction
· Receivables - Payment Processing – Clear/Reset Payment
o This permission will allow a user to
§ ‘Clear/Reset’ the payment on a processed transaction for purposes of data entry correction
· Receivables - Payment Processing – Refunds/Credits
o This permission will allow a user to
§ Process a refund or credit from the Secure Payment Processing Wizard
§ Void an approved refund/credit transaction
· Reports - Payment Processing Reports
o This permission will allow the user to
§ Access the reports in the ‘Payment Processing’ category in the Report Gallery.
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