Global Payments Desk-5000 Installments Enabled by Visa User Guide

: June 2, 2024
: Global Payments

Global Payments Desk-5000 Installments Enabled by Visa User Guide

Global Payments Desk-5000 Installments Enabled by Visa User
Guide

Identify your device

Thank you for choosing Global Payments Installments, enabled by Visa. We have crafted this document to help guide you through all key functionalities of the installments application on your payment terminal.
For information and workflows related to regular terminal operations, please refer to the Quick Start Guide or the User Guide for your terminal.
Before we start, take a moment to identify your device. This will help you to get started from the correct section of this document.

Global Payments Semi-Integrated FLEX devices

If you are using a semi-integrated terminal within our FLEX product line, refer to Section 2 of this user guide. See table below to ensure you are using one of the indicated devices:

Global Payments Desk-5000 Installments Enabled by Visa User Guide - Global
Payments Countertop

Global Payments Countertop (Desk/5000) and Wireless (Move/5000) devices

If you are using the standalone Countertop – Desk/5000 or Wireless MOve/5000 terminal, refer to Section 1 of this user guide. See the table below to confirm that you are using one of the indicated devices:

Global Payments Desk-5000 Installments Enabled by Visa User Guide - Global
Payments Semi

Section 1 Global Payments Countertop and Wireless devices

Introduction

This section is your primary source of information for operating the Global Payments Instalments, enabled by Visa application, for the processing of instalments transactions on the Global Payments Countertop Desk/5000 and Wireless Move/5000 terminals. Global Payments Instalments, enabled by Visa is an application with the following functionality:

Cardholder eligibility check
Confirmation of available plans from cardholder’s issuer
Instalment plan selection
Plan lookup for refunds
Instalment plan cancellation on refund

The payment application will still be performing the authorization of the financial part of the transaction.

General tips

The following tips will help ensure that you continue to process smoothly with Global Payments Canada:

This reference guide contains information on the step-by-step transaction process and configuration features of the Global Payments Instalments, enabled by Visa application.
Perform a settlement daily. This will help ensure that your funds are consistently deposited into your bank account.
Change your terminal passwords frequently. Changing terminal passwords frequently helps protect your business from fraud through unauthorized use of your terminal.
If you have a problem with your terminal, check cabling and attempt to reboot the device.
If you have a communication problem with your terminal, verify that there are currently no outages reported by your Internet or wireless service provider.
The Global Payments Canada Customer Care Centre is available 24 hours a day, 7 days a week, to ensure there is always someone available to assist you.

Accessing the Global Payments Instalments, enabled by Visa app admin menu

Global Payments Desk-5000 Installments Enabled by Visa User Guide - App
navigation

This menu allows you to access your account information, settings, and reports. You can also reprint your last receipt.

Account information: This displays the Merchant ID, Terminal ID, Partner Merchant Reference ID, and VISA Device ID
Settings: This allows you to configure the auto print on the merchant receipt (toggle)
NOTE: By default, the core app receipts (merchant copy and customer copy) will be printed first followed by the customer copy of the installment receipt. The device will prompt with the option to print a merchant copy of the installment receipt.
Reports: This allows you to print today’s and yesterday’s transactional reports
Print Last Receipt: This allows you to reprint the last receipt

Device registration and device deactivation

For security, Visa requires all installment transaction requests to be submitted with a Device ID. To obtain this Device ID, the app will automatically make a request to register with Visa the very first time the app is used. Users will not be required to perform any additional steps.
When the terminal requires a replacement or when the terminal is reported lost or stolen, a device deactivation process will be performed by our customer care team upon your request. Visa will have the deactivation process completed overnight and the replacement terminal will be ready to be registered the next day.
Here are some scenarios after a call is placed to customer support for a replacement:

The terminal is technically still working (i.e. replacement needed due to a broken key): our Installments offering will still be available until midnight. After that, the Installments app will be working upon the arrival of the replacement terminal.
Tech onsite for replacement: The Installments app will not offer installment plans until the next business day.

Sale (Installment option) transactions

The Installments option is under the customer tender options after the Sale is selected.

Tap Sale on the Home Screen
Key in the transaction amount and press
The terminal displays the message Pass terminal to customer
The terminal displays the following customer tender options:
Credit or Debit
Installment/Virement
The cardholder can select Installment/Versement if they want to check if their card is eligible for an installments offering
The terminal will display Check Installments with the sale amount, Tap/Insert/Swipe, and a legal disclaimer
The cardholder will Tap/Insert/Swipe to check if they are eligible for payment with installments. Please note that a card is needed for the tapping function, mobile wallet tapping is not available
Screen will show Loading installment options
If eligible, 3 installment options will be available to the cardholder (6 months, 12 months, Pay full amount)
Select `Cancel’ will also go back to the Ingenico’s core payment application to continue to complete the payment as usual
NOTE:
Option 3 will always show as Pay full amount. If this option is selected, the application will go back to Ingenico’s core payment application and the cardholder will complete the payment as usual
The cardholder selects their preferred option and reviews plan details and terms and conditions
The cardholder selects Accept and Pay or the back arrow to review the installment options again
The cardholder is directed to the Sale page and is prompted to pay the full amount
Cardholder will be prompted to enter PIN if card is inserted
The terminal communicates with Global Payments. The cardholder is presented with the Processing page
The cardholder receives an Approved message and is prompted to Pass to Merchant
Once the transaction is complete, the customer and the merchant copies of the payment receipt are printed, followed by the customer copy of the installments receipt. To print a merchant copy of the installments receipt, select Enter.
NOTE:
Only eligible cardholders will be given installment plan options. Cardholder eligibility is by their card issuer. Not all issuers may be enrolled in this program. Regardless of the plan that a cardholder selects, your business will be funded the full purchase amount in alignment with your normal funding schedule. You are not responsible for the installment plan selected; the cardholder should contact their issuing bank to discuss their installment plan.

Return transactions

Use the return transaction to credit a cardholder. For credit card payments:

Tap the Return transaction icon
Enter the Manager ID and Password and tap Enter
Enter the return amount ( This should reflect the total amount on the customer receipt), tap Confirm.
Select Installments Return
The cardholder taps/inserts/swipes the credit card
The Make a selection screen will show with the three (3) most recent transactions
If the installments plan is not found, use the search button to search with the Transaction ID or Authorization Code
Enter the Transaction ID or Authorization Code found on the customer receipt
If not found, double check with information on the receipt and try again
If found, proceed with the plan selection and review
Select the plan that matches the customer amount, date and authorization code, or you can click on Search Installments
The plan details will show on the screen
The customer reviews the plan details and clicks Confirm
A pop up will show on the screen to confirm the full refund amount
Tap proceed
The cardholder taps/inserts/swipes their credit card
The return will be processed through the core payment application
An Approved/Cancelled return message will appear
Once the transaction is complete, the merchant copy of the receipt is printed (a signature is required)

NOTE:
A full return must be performed. The app will not allow transactions to proceed if the amount entered does not match the original installment transaction amount.
Partial returns will be available in a future release.

Double cancellation

A double cancellation occurs when you request to cancel a plan that has already been cancelled. When searching for plans to cancel, all plans, including previously cancelled plans will appear in the results. This means that a plan that has previously been cancelled, can be cancelled again (double cancellation). To prevent the occurence of a double cancellation, we recommend that your Void the return, using the steps thatare detailed in the Void sale section that follows.

Void sale

If you have entered the wrong amount or need to cancel a sale or return transaction, use the Void transaction function (instead of Refund) wherever possible. Transactions that are voided will not appear on cardholder statements. Installment transactions that have been voided will be processed like regular void transactions.
NOTE: Transactions can only be voided before they are settled.
Please refer to the Desk/5000 or Move/5000 Quick Reference Guides for the void procedure.

Performing a settlement (closing the terminal)

You should perform a settlement at least once per day. This helps ensure prompt payment and reduces the chance of chargebacks. This process applies to all Global Payments Installments, enabled by Visa transactions.
Please refer to the Desk/5000 or Move/5000 Quick Reference Guides for the settlement procedure.

Caution: If the terminal displays: Batch Rejected, at the end of the settlement procedure, please contact the Global Payments Customer Care Centre.

Merchant Portal

The installment transaction is routed to Visa. To assist with your reconciliation, the Merchant Portal Transaction Finder will provide details of the installment transaction within five (5) business days. The details provided will include identification and installment term for the installment transaction.

Service and support

For Move/5000 and/or Desk/5000 service and repair information, contact the Global Payments Customer Care Centre.
NOTE: Do not, under any circumstances, attempt service, adjustments or repairs to this product. Contact Global Payments’ Customer Care. Service conducted by parties other than authorized Global Payments representatives is not permitted.

Section 2 Global Payments Semi Integrated FLEX devices

Global Payments Desk-5000 Installments Enabled by Visa User Guide - FLEX
devices

Introduction

This section is your primary source of information for operating the Global Payments Installments, enabled by Visa application, for the processing of installments transactions on the Global Payments Semi Integrated FLEX devices. Global Payments Installments, enabled by Visa is an application with the following functionality:

Check cardholder eligibility
Obtains available plans from cardholder’s issuer
Confirm selected installment plan
Lookup original plan for refund
Confirm cancellation of installment plan on refund

The core app will still be performing the authorization of the financial part of the transaction.

General tips

The following tips will help ensure that you continue to process smoothly with Global Payments Canada:

This reference guide contains information on the step-by-step transaction process and configuration features of the Global Payments Installments, enabled by Visa application.
Perform a settlement daily. This will help ensure that your funds are consistently deposited into your bank account.
Change your terminal passwords frequently. Changing terminal passwords frequently helps protect your business from fraud through unauthorized use of your terminal.
If you have a problem with your terminal, check cabling and attempt to reboot the device.
If you have a communication problem with your terminal, verify that there are currently no outages reported by your Internet or wireless service provider.
The Global Payments Canada Customer Care Centre is available 24 hours a day, 7 days a week, to ensure there is always someone available to assist you.

Configuration

Before you start, ensure that you are enrolled for the Global Payments Installments. Follow the instructions below:

To manually enroll (one time per device) the application will Enroll in the Global Payments Installments, enabled by Visa automatically. In the rare case where the initial enrolment fails, navigate to Configuration > Initialize > Visa Installments > Select Enroll to manually enroll in Global Payments Installments
To check for enrolment status navigate to Configuration > VISA > Status and check the following options:
Enroll – if you are enrolled, it will display as “Auth”, if not, proceed to step 1
Device ID – If there is a value, then the enrollment is successful

NOTE:
By default, the payment application receipts (merchant copy and customer copy) will be printed first followed by the customer copy of the installments receipt. The device will prompt with the option to print a merchant copy of the installment receipt.

Device registration and device deactivation

For security, Visa requires all installment transaction requests to be submitted with a Device ID. To obtain this Device ID, the app will automatically make a request to register with Visa the first time the app is used. Users will not be required to perform any additional steps.

When the terminal requires a replacement or if the terminal is reported lost or stolen, a device deactivation process will be performed by our customer care team upon your request. Visa will have the deactivation process completed overnight and the replacement terminal will be ready to be registered the next day.
Here are some scenarios after a call is placed to customer support for replacement:

The terminal is technically still working (i.e. replacement needed due to a broken key): our Installments offering will still be available until midnight. After that, the Installments app will be working upon the arrival of the replacement terminal.
Tech onsite for replacement: The Installments app will not be able to offer installment plans until the next business day.

Sale (installment option) transactions

Installments is selected under the customer tender options, after the Sale is selected.

Select Sale on the POS/ ECR
Enter the amount
On the terminal, the purchase amount is displayed, and the cardholder can choose to tap or insert their card
The cardholder will be presented with the full amount or installment payment options
When the cardholder selects installment, a screen with Pay in full amount and two (2) installments offerings will be displayed
When the cardholder selects one of the installment offerings, they will be asked to confirm their selection with Yes or No.
The terminal will display the terms and conditions for the cardholder to accept. They will select OK to proceed, or Cancel to reject
Once confirmed, the transaction will be authorized
The receipt will be automatically printed

NOTE: Only eligible cardholders will be given installment plan options. Cardholder eligibility is determined by the issuer. Not all issuers may be enrolled in this program. Regardless of the plan selected by the cardholder, you will be funded the full amount of the transaction in alignment with your normal funding schedule. You are not responsible for the installment plan selected; your customers/cardholders should contact their issuing banks to discuss their installment plan.

Return transactions

Select Refund on the POS/ECR
Enter the amount on POS/ECR (Classic and Entourage mode), or enter the amount on the terminal (Nomad mode)
On the terminal, the refund amount is displayed
Enter Authorization# / Confirmation#
On the Regular Refund and Installments Refund screen, select Installments Refund
The cardholder taps/inserts/swipes their credit card
Plan cancellation and refund completed

NOTE: A full return must be performed. The app will not allow transactions to proceed if the amount entered does not match the original installment transaction amount. Partial returns will be available in a future release.

Void sale

If you have entered the wrong amount or need to cancel a sale or return transaction, use the Void transaction function (instead of Refund) wherever possible. Transactions that are voided will not appear on cardholder statements. Installment transactions that have been voided will be processed like regular void transactions.
NOTE: Transactions can only be voided before they are settled.
Please refer to your POS/ECR provider for the applicable void procedure.

Merchant Portal

The installment transaction is routed to Visa. To assist with your reconciliation, the Merchant Portal Transaction Finder will provide details of the installment transaction within five (5) business days. The details provided will include identification and installment term for the installment transaction.

Service and support

NOTE: Do not, under any circumstances, attempt service, adjustments or repairs to this product. Contact Global Payments’ Customer Care. Service conducted by parties other than authorized Global Payments representatives is not permitted.