CONCORDE SOLUTIONS (PTY) LTD CONCORDE EFT™ STANDARD OPERATING PROCEDURES
Title: EFT Implementation Procedures for ISO 8583 Protocol Registered Switch Original Issue: 13 April 2007 Revision Date: 13 April 2008 Prepared By: Craig Furter Approved By: Elliot Bunney
PURPOSE The purpose of this Standard Operating Procedure (SOP) is to provide direction to Concorde staff and management, in the documentation and procedures to be followed during the planning and implementation of all EFT implementation projects, inclusive of any aspect that relates to EFT procedures for Concorde Solutions. This document is a useful useful reminder to staff and also a good good training document. SCOPE This document relates to Concorde Solutions current acquiring bank partners First National Bank and Nedbank utilizing the ISO 8583 Switch with TradeRoot’s 4.0/4.5 switch software and the following EFT terminals/Pin Entry devices: Axalto 5100, 6100 and Axalto 1800. REVISION The General Manager will review and amend this document if required on a yearly basis or as and when changes to operational procedures are implemented.
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CONTENTS Section 1 – Leads
Page 3
Section 2 – Prospects
Page 4
Section 3 – Customers
Page 5
Section 4 – Pricing & Contracts
Page 6
Section 5 – 5 – Project Management
Page 8
Section 6 – 6 – Merchant ID’s
Page 9
Section 7 – 7 – Terminal Ordering
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Section 8 – 8 – Communications
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Section 9 – Installation Preparation
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Switch ch Pre Prepar parati ation on & Acti Activat vation ion Pag Page e 16 16 Section 10 – 10 – Swit Section 11 – Terminal Installation
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Section 12 – 12 – Cu Customer Tr Training & Support
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Section 13 – EFT Documentation
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SECTION 1 - LEADS 1.
All potential customers must be logged in eSynergy as a lead by the sales team. This will ensure that we track all activities relevant to the lead whether it becomes non-active or a customer.
2.
All relevant sales activities from phone calls to meetings must be logged against the lead using the appropriate eSynergy sales request ie: New Business Appointment, Follow Up Appointment, Sales Phone Call, Sales Activity
3.
The mandatory fields for leads is as follows: a. b. c. d. e. f.
4. 5.
Name Contact person Phone number Manager Sector Sub Sector
If a lead requests a proposal then it must be changed from lead to a prospect in eSynergy by the sales person. Before changing to a prospect an EFT questionnaire must be issued by sales person for completion by the lead.
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SECTION 2 - PROSPECTS 1.
If a lead requests a proposal the sales person must draft a proposal and attach it to the lead in eSynergy.
2.
The status of a lead will be changed to prospect once a sales forecast has been loaded against it. Background process BLcustomerstatus.exe will check if a sales forecast has been loaded against a prospect and make it non –validated if it has no forecast
3.
Mandatory fields are as follows when you change to prospect: General Name Address Postcode/City Country/State Phone Contacts (add at least one main contact) Title/Initials First Name Last Name Job Description Email Phone Free Fields Acquiring Bank POS Type Marketing Source Sector Subsector Size Relations Manager
4.
A Sales Forecast request must be loaded against the prospect by the sales person. This is mandatory. Include the following information: Transaction Fee Terminal License Fee Number of Terminals Installation Fee Start date for first transaction
5.
The finance department will then have sufficient information in their workflow to raise invoices for the new customer.
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SECTION 3 - CUSTOMERS 1.
If a prospect signs a contract it must be uploaded against the account in eSynergy.
2.
The sales person will then change the status from Prospect to Customer To do this in the account financial section click on New and then click Save. Add the VAT number. The prospect can then be changed to a customer.
3.
Mandatory fields for customers are as follows: a. Vat number b. Debtor number
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SECTION 4 - PRICING & CONTRACTS 1. Sales staff must agree EFT transaction pricing and terminal license fee with the GM or Finance Director in writing/email before issuing a proposal to a customer. 2. Starting price for terminal license fee is R90 per terminal per month – pricing lower than this must be approved by the GM. 3. Starting Price for standalone transaction fees are R0.85 - pricing lower than this must be approved by the GM or Financial Director
4. Starting Price for Micros integrated transaction fees are R0.60 - pricing lower than this must be approved by the GM or Financial Director 5. A debit order form must be issued to the customer with the contact by the sales representative. Once the debit order details are completed it should be submitted to finance by the sales representative. 6. Client details to be loaded onto eSynergy if not already by sales representative. If already loaded change from a lead/prospect to a customer. A sales forecast must be loaded in order to change a prospect to a customer in eSynergy. 7. An EFT Merchant Agreement must be produced to include the following – Merchant name, address, VAT number, company registration number and pricing information. A merchant agreement template is available for both FNB and Nedbank merchants. 8. The sales representative must amend the merchant agreement and obtain approval from the GM or Financial Director before issuing to the merchant. 9. The Concorde sales representative must then obtain the clients signature on the merchant agreement. Please ensure that each page is initialed also. 10. The Concorde sales representative must then obtain a Concorde Director’s signature on the merchant agreement. NB Only a company director is authorised to sign for Concorde. eg: Ian Black, Elliot Bunney, Mark Mawman and Reinder Nauta 11. The sales representative must then return a signed copy of the merchant agreement to the merchant. 12. The sales representative must then scan the agreement into eSynergy against the appropriate customer account. 13. The sales representative must then file the signed hard copy of the merchant agreement in the appropriate Concorde merchant file and also give a copy to the finance department.
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14.A copy of all signed Micros customer Merchant Agreements must be sent to TradeRoot Technologies by the Business Development Manager or the General Manager. Scan and email these agreements to
[email protected]
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SECTION 5 – PROJECT MANAGEMENT 1. The GM or Business Development Manager will appoint an Installation Engineer for the project. 2. The Installation Engineer will be responsible for the technical organisation and implementation of the installation which will include the site audit, Micros engineer liaison, switch set up and reports set up. 3. A project meeting must be scheduled by the Business Development Manager with the project team and a project plan with actions, dates and responsibilities produced. These actions must be created as a Checked Task in eSynergy for the resource to realise. 4. If during the implementation, tasks are not carried out to the project manager’s timescales/satisfaction these issues must be escalated to the GM immediately.
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SECTION 6 – MERCHANT ID’S 1. FNB and Nedbank provide Concorde Solutions with the merchant ID. 2. Judy Mills is the contact person for merchant ID's in Cape Town (region specific). Merchant ID’s should be requested by the customer support team. Please cc all email requests to Diana Darries
[email protected]. 3. Contact Judy Mills (FNB Cape Town) on email -
[email protected] 4. Contact Anna Ladeira (FNB Jhb) on email -
[email protected] 5. Contact, Lionel Bartleson (FNB KZN) on email -
[email protected] 6. Terminals are made available as soon as the merchant and terminal ID's are registered with the FNB mainframe. Concorde also holds stock of terminals/PEDs in the Mill Street warehouse. 7. Should there be a delay in merchant ID’s from FNB this must be escalated by the Project Manager to Melanie Teixeira, Regional Manager of SpeedPoint. Email
[email protected] The Operations Director must also be informed. 8. The Business Development Manager should enter the merchant ID onto eSynergy. 9. Nedbank Procedures: 1. Integrator: Initiate contact with merchant Complete rental agreement (Integrator’s Merchant SERVICES Agreement) Do ITC/Credit checks Discuss basic device functionality with merchant Email application to NCCC (
[email protected]) with the following information Merchant’s information Trading name Registered name Physical address Contact telephone number Contact person name Cheque account number Bank name Bank clearing code Company registration number or Owner’s ID number Integrator’s information Company name: Integrator Consultant’s name Consultant’s contact number Email address to which reply must be send
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2. NCCC: Open Siebel service request Call agent to log Siebel service request under - Category = Sale - Sub Category = New Acquisition/Installation - Summary = Request for a merchant number Third Party devices If any of the required info is missing, no service request will be logged – an email stating the missing information will be sent to Integrator (to “Email address to which reply must be send”) If the Siebel service request is logged successfully, reply to Integrator using a standard email template stating the Siebel service request number within 8 working hours of receiving the initial request Queue the Siebel service request to the relevant Regional Sales office
3. Regional Sales Office: Evaluate application Do credit checks - ITC - MATCH - Bank Code - Full General Attach CIS screen with FICA flag to application if already merchant already FICA verified Establish merchant profitability If application approved in principle - Allocate new acquisition Siebel service request to Sales Consultant If application declined - Forward Siebel service request to NCCC (Queue = Merchants Third Party Devices) to inform Integrator of outcome (including reason for decline)
NOTE: Integrator not to contact NCCC to query declined applications. 4. Sales Consultant: Conclude contract Schedule and conduct merchant site visit If merchant site unacceptable - Decline application and hand over all relevant documents to Merchant Liaison Officer (MLO) - MLO sends Siebel service request to NCCC (Queue = Merchants Third Party Devices) to inform Integrator of outcome (including reason for decline) If merchant site acceptable - Negotiate merchant agreement details If merchant declines proposed agreement - Send merchant decline letter and hand over all relevant documents to MLO - MLO sends Siebel service request to NCCC (Queue = Merchants Third Party Devices) to inform Integrator of outcome (including reason for decline) If merchant accepts proposed agreement - Conclude merchant agreement details - Obtain FICA documentation (if not yet FICA verified)
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-
Sign documents
Do Chargebacks and Fraud training - Hand over merchant agreement and all relevant documents to MLO -
5. MLO: Examine merchant agreement Verify FICA documents Verify CIS documents Complete checklist for all relevant documents and forms Hand back to Sales Consultant to correct/attach if all documents not attached/correct If all documents attached/correct - Hand over contract to Sales Manager for sign-off - Forward Siebel service request and data capture sheet to Merchant after Sales Manager signoff - Include any other special instructions in the NOTES Section of the Siebel service request
6. Merchant Administration Department: Capture contract Create merchant account on CAMS Create merchant product profile on Stratus Request plates from Card Production and Distribution Forward plates to Integrator at… (Address details to be inserted) Copy the USN number(s) into the Siebel service request Send Siebel service request to NCCC (Queue = Merchants Third Party Devices) to notify Integrator of outcome
7. NCCC: Notify Integrator Email Integrator (at “Email address to which reply must be send”), including the following information from the Siebel service request: Merchant’s trading name o USN number o o Any special instructions
Queue the Siebel service request to the relevant Regional Sales office Sales: Close Siebel service request
8. Integrator: Finalise installation Integrator sets up the terminal/device and contacts merchant to make an appointment for installation Integrator installs terminal/device and trains the merchant Device installed and merchant trained by Integrator
9. Merchant Cancellation Request to cancel the terminal/device received from: 1. Integrator at NCCC via (
[email protected]) 2. Merchant at NCCC NCCC log Siebel service request and forward to relevant Sales office
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•
Category = Cancellation Sub Category = Merchant Termination
•
Summary = Request to deactivate Merchant number Third Party devices
•
MLO hands Siebel service request details to Sales Consultant for follow-up with merchant and Integrator Sales: Close Siebel service request and advise Integrator of outcome via email (to “Email address to which reply must be send”)
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SECTION 7 – TERMINAL ORDERING 1. The Concorde Customer Support Executive must request terminals from First National Bank or Nedbank. 2. This request must be emailed to Caroline Visser
[email protected] from the Customer Support Executive stating the following: • • • • •
Merchant ID Number (last six digits, not the 471035100 for Concorde) Customer contact person Customer contact number Specific make and model of terminals required Number of terminals required
Please cc all email requests to Diana Darries
[email protected] 3. The Customer Support Executive should obtain a delivery date from Caroline Visser and inform the Concorde Sales representative and the General Manager. 4. The Customer Support Executive must phone and email Caroline Visser on Tel (+27 21) 659 8216, Cell 083 448 4522 the next day to ensure that the order has been processed with Bytes. 5. Should there be a delay in the delivery of terminals from FNB this must be escalated by the Business Development Manager to Melanie Teixeira, Regional Manager of SpeedPoint. Email -
[email protected] The General Manager must also be informed.
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SECTION 8 – COMMUNICATIONS 1. The sales representative must discuss communication options with the client before the merchant agreement is signed stating that it is the clients responsibility to choose a communication platform and that the payment and signing of a communication contract is the responsibility of the client. 2. The Installation Engineer must ensure that the client coordinates the installation of the communication devices with the installation of the terminals. Both Concorde and the communications company must be present for the installation. 3. The sales representative may suggest the following modem companies: XLink, DataLinx, Fastet and ConnectNet. 4. Contact numbers for these companies are as follows: XLink: 08600 95465 Datalinx: 021 532 2997 ConnectNet: 012 346 6060 FastNet: 012 663 1820
www.x-link.co.za www.datalinx.co.za www.connectnet.co.za www.fastnet.co.za
5. Under no circumstances must a test modem or a modem paid by Concorde Solutions be put on site without agreement in writing from the General Manager or Finance Director or may be agreed verbally in event of an emergency.
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SECTION 9 – INSTALLATION PREPARATION 1. The Business Development Manager must arrange for a Concorde technical representative to perform a site survey prior to installation and detail the following information in writing. This must be completed via eSynergy by the Business Development Manager creating an EFT Site Audit Request for the technical resource performing the audit. The technical resource will then either visit the site or perform a telephonic audit and detail the information below in the Site Audit report request in eSynergy and then realise the request. The Business Development Manager will then process the request if satisfied. • • • • • • • • • •
Number of terminals/POS Location of terminals Cables required (eg: modem cables, USB to Serial for micros) Micros free comm port available Site contact person for installation Comms type/devices to be used Operator codes required Number and names of staff/supervisors to be trained Check and detail if sufficient power outlets – if not advise client Micros hardware type/version
2. The installation engineer must ensure that there are sufficient cables available for connecting to the communication devices. These can be ordered directly from the communication companies. 3. The installation engineer must charge any batteries for all terminals to be installed if applicable. 4. The installation engineer must load the software on all the terminals if applicable. 5. The Business Development Manager must ensure that all the terminals are tested before installation. Any faulty terminals at this stage must be notified to FNB or Nedbank and then returned to FNB or Nedbank.
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SECTION 10 – SWITCH PREPARATION & ACTIVATION 1. Before starting the procedure to activate a customer the Technical Manager must obtain approval from the General Manager or Finance Director to set up and activate the client on the switch. NB A signed merchant agreement should be completed before activation. 2. The Technical Manager will load the merchant ID’s and terminal ID's onto the switch as supplied by the bank. Depending on which acquiring bank the terminals belong to the Pin Environment will also be selected based on the Institution the transactions will be switched to. 3. The Technical Manager will then inform the General Manager and the Installation Engineer that the client is activated on the switch by completing and signing the Merchant Activation Form. 4. Testing of terminals and reports can then take place by the installation engineer once the software is loaded onto the terminals. This Testing will only take place on the test switch. No test transactions are permitted via the live system. 5. When testing terminals the installation engineer must complete a Terminal/PED Testing Form and attach this to the activation form. The completed forms must then be given to the general manager for approval. 6. All completed Nexion activation forms must be faxed to Judy Mills at FNB on 021 686 0577 7. The Business Development Manager must arrange for the CSA and DSA email reports to be set up/automated. 8. Business Development Manager must arrange for the EFT reports log on to be set up and issued to the customer.
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SECTION 11 – TERMINAL INSTALLATION 1. An installation date and time must be communicated and agreed by the Business Development Manager to the customer. 2. If possible installation should take place at a convenient time agreed by the client. ie not at peak check in/check out times in hotels or lunch/evening meal times in restaurants. 3. The Installation Engineer must liaise with the comms company if applicable and arrange for modem installation to be coordinated with terminal installation 4. The installation engineer must liaise with Micros to ensure that a Micros technician is on site for the installation who will install the card license and add the credit card buttons to the Micros touch screen. 5. Configure standalone terminal for GPRS. To do this: Menu Administrate Service Password Communication 2 (encapsulation) 1 (transport) 0 (link) 1263017002 (dest address) 1 (dest port) 0 (signon delay) 2 (repl encap) 1 (repl trans) 0 (repl link) 0 (repl dest addr) 1 (repl dest port) 0 (rpl sgnon delay) 35 (response timeout) Signon response = 35 < arrow Msg: Configuration saved • • • • • • • • • • • • • • • • • • • • •
6. Perform “cash test on terminal”. To do this: • • • •
Select Pay Select Cash (number 5) Press Enter Type in amount Page 17 of 20
• •
Enter Verify amount by pressing enter
7. Installation Engineer must complete an installation form signed by the merchant. – scan and file in eSynergy. 8. For all Micros installations please refer to the Micros installation guide.
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SECTION 12 – CUSTOMER TRAINING & SUPPORT 1. The Installation Engineer must arrange on-site staff training with the customer. Dates and times must be clearly communicated to the customer. 2. Training on terminal operation and EFT reports must be provided. For Micros installations the installation engineer must follow the Micros training programme agenda. 3. Standalone EFT terminal training sessions must follow all procedures in the EFT Manual 4. EFT reports training sessions must follow all procedures in the EFT reports manual 5. A list of all the clients’ staff to be trained must be obtained by the Installation Engineer including their positions and detailed on the installation form as a record of training. 6. After training is completed the Installation Engineer must explain how customer support operates and ensure that the customer support number is available to all client staff – 0860 103 639. Business cards with the support number should be issued to the new customer. 7. The installation engineer must obtain a signed installation form from the customer detailing people trained and work completed etc. This must be scanned into eSynergy against the account and the hard copy filed. 8. The Business Development Manager must arrange a schedule of courtesy calls for a minimum one month period after go live. A customer courtesy call request is available in eSynergy for this purpose.
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SECTION 13 – EFT DOCUMENTATION 1.
The following EFT documentation used in this SOP are contained in the Concorde network folder CONCORDE EFT. This folder can be accessed by all staff by going to: \\doc\Concorde
2. CONCORDE EFT contains the following documents: FNB EFT Merchant Agreement Template Nedbank Merchant Agreement Template FNB EFT SLA Template Nedbank EFT SLA template Installation Form De-installation Form EFT Call Out Form Customer Questionnaire Debit Order Form Installation Project Plan New Merchant Request Form PED & Terminal Testing Form EFT SOP
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