Transcript
Portico VT
User Guide
FOR HEARTLAND MERCHANT USERS
DECEMBER 2015
V2.11
Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
Notice
THE INFORMATION CONTAINED HEREIN IS PROVIDED TO RECIPIENT "AS IS" WITHOUT
WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, THE
IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, OR
WARRANTY OF TITLE OR NON-INFRINGEMENT. ALL SUCH WARRANTIES ARE EXPRESSLY
DISCLAIMED.
HEARTLAND PAYMENT SYSTEMS SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL,
INCIDENTAL, OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF ANY
INFORMATION CONTAINED HEREIN, WHETHER RESULTING FROM BREACH OF CONTRACT,
BREACH OF WARRANTY, NEGLIGENCE, OR OTHERWISE, EVEN IF HEARTLAND PAYMENT
SYSTEMS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. HEARTLAND PAYMENT
SYSTEMS RESERVES THE RIGHT TO MAKE CHANGES TO THE INFORMATION CONTAINED
HEREIN AT ANY TIME WITHOUT NOTICE.
THIS DOCUMENT AND ALL INFORMATION CONTAINED HEREIN IS PROPRIETARY HEARTLAND
PAYMENT SYSTEMS INFORMATION. UNDER ANY CIRCUMSTANCES, RECIPIENT SHALL NOT
DISCLOSE THIS DOCUMENT OR THE SYSTEM DESCRIBED HEREIN TO ANY THIRD PARTY
WITHOUT PRIOR WRITTEN CONSENT OF A DULY AUTHORIZED REPRESENTATIVE OF
HEARTLAND PAYMENT SYSTEMS. IN ORDER TO PROTECT THE CONFIDENTIAL NATURE OF THIS
PROPRIETARY INFORMATION, RECIPIENT AGREES:
A. TO IMPOSE IN WRITING SIMILAR OBLIGATIONS OF CONFIDENTIALITY AND
NONDISCLOSURE AS CONTAINED HEREIN ON RECIPIENT’S EMPLOYEES
AND AUTHORIZED THIRD PARTIES TO WHOM RECIPIENT DISCLOSES THIS
INFORMATION (SUCH DISCLOSURE TO BE MADE ON A STRICTLY NEED-TOKNOW BASIS) PRIOR TO SHARING THIS DOCUMENT AND
B. TO BE RESPONSIBLE FOR ANY BREACH OF CONFIDENTIALITY BY THOSE
EMPLOYEES AND THIRD PARTIES TO WHOM RECIPIENT DISCLOSES THIS
INFORMATION.
RECIPIENT ACKNOWLEDGES AND AGREES THAT USE OF THE INFORMATION CONTAINED
HEREIN SIGNIFIES ACKNOWLEDGEMENT AND ACCEPTANCE OF THESE TERMS. ANY SUCH USE
IS CONDITIONED UPON THE TERMS, CONDITIONS AND OBLIGATIONS CONTAINED WITHIN THIS
NOTICE.
THE TRADEMARKS AND SERVICE MARKS RELATING TO PRODUCTS OR SERVICES OF
HEARTLAND PAYMENT SYSTEMS OR OF THIRD PARTIES ARE OWNED BY HEARTLAND
PAYMENT SYSTEMS OR THE RESPECTIVE THIRD PARTY OWNERS OF THOSE MARKS, AS THE
CASE MAY BE, AND NO LICENSE WITH RESPECT TO ANY SUCH MARK IS EITHER GRANTED OR
IMPLIED.
TO VERIFY EXISTING CONTENT OR TO OBTAIN ADDITIONAL INFORMATION, PLEASE CALL OR
EMAIL YOUR ASSIGNED HEARTLAND PAYMENT SYSTEMS CONTACT.
©2015 Heartland Payment Systems, Inc., All Rights Reserved
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Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
Table of Contents
1 Overview
1.1 Document purpose
1.2 Audience
1.3 System requirements (desktop)
1.4 System requirements (online)
1.5 Supported peripherals (desktop and online)
2 Procedures
2.1 General tasks
2.1.1 Log in
2.1.2 Change your password
2.1.2.1 Password requirements
2.1.3 Reset a forgotten password
2.1.4 Enter card data
2.1.5 EMV transactions
2.1.5.1 EMV prompts
2.1.6 AVS and CVV actions
2.1.7 Print a receipt
2.1.8 Email a receipt
2.1.9 Switch merchant sites
2.1.10 Switch terminal devices
2.2 Credit card transactions
2.2.1 Process a card present sale
2.2.1.1 Credit card present sale transaction fields
2.2.1.2 Credit card transaction results and receipt fields
2.2.1.3 Card security code information
2.2.2 Process a MOTO/E-Commerce sale
2.2.3 Process a credit card authorization
2.2.4 Process a credit card return
2.2.5 Process a credit card void
2.2.6 Verify a credit card account
2.2.7 Process a credit card offline sale
2.2.8 Process a credit card offline authorization
2.2.9 Add a transaction to a batch
2.2.10 Add a tip
2.3 Debit card transactions
2.3.1 Process a debit card sale
2.3.1.1 Debit card transaction fields
2.3.1.2 Debit card transaction results and receipt fields
2.3.2 Process a debit card return
2.3.3 Process a debit card void
©2015 Heartland Payment Systems, Inc., All Rights Reserved
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2.4 Check transactions
2.4.1 Check sale
2.4.2 Check verify
2.4.3 One-time ACH
2.4.4 Process a check void
2.5 PayPlan transactions
2.5.1 Add a customer
2.5.1.1 Field sizes for PayPlan add/edit customer
2.5.2 Find a customer
2.5.3 Edit a customer
2.5.4 Delete a customer
2.5.5 Add a payment method
2.5.5.1 For credit cards
2.5.5.2 For ACH
2.5.6 Find a payment method
2.5.7 Edit a payment method
2.5.8 Delete a payment method
2.5.9 Add a scheduled payment
2.5.9.1 Field sizes for PayPlan add/edit schedules
2.5.9.2 Schedule frequency definitions
2.5.10 Find a schedule
2.5.11 Edit a schedule
2.5.12 Delete a schedule
2.5.13 View agreement
2.5.14 View the failed schedules detail list
2.5.15 Process a stored payment, one-time charge
2.5.15.1 Charge Now
2.5.15.2 Detailed Charge
2.5.15.3 Debt Repayment
2.6 HMS transactions
2.6.1 Redeem an HMS gift card
2.6.2 Load an HMS gift card
2.6.3 Make an HMS gift card balance inquiry
2.6.4 Transfer funds
2.6.5 Add an alias
2.6.6 Remove an alias
2.7 PrePaid transactions
2.7.1 Process a PrePaid card sale
2.7.2 Add value
2.7.3 Make a balance inquiry
2.8 EBT transactions
2.8.1 Process a food stamp sale
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2.8.2 Process food stamp voucher sale
2.8.3 Process a cash benefit sale
2.8.4 Process a food stamp return
2.8.5 Make a food stamp balance inquiry
2.9 Reports
2.9.1 Run a current batch summary report
2.9.2 Run a current batch details report
2.9.3 Run a find transactions summary report
2.9.4 Run a find transactions details report
2.9.5 Run an open authorizations report
2.9.6 Run a fraud decline details report
2.9.6.1 Override a fraud decline
2.9.7 Run an historical batch report
2.9.8 Run an HMS details report
2.9.9 Run a check details report
2.9.10 Open the InfoCentral reporting site
2.10 Administrative tasks
2.10.1 Close a batch
2.10.2 Settings
2.10.2.1 Add or edit the receipt footer
2.10.2.2 Configure the input hardware
2.10.2.3 Name a terminal device
2.10.2.4 Update hardware drivers
2.10.3 Create new user
2.10.3.1 Permissions by role
2.10.3.2 Customize access
2.10.3.3 Add a custom role
2.10.4 Send error report
3 Contact support
4 Appendices
Appendix A: Issuer decline codes
Appendix B: Healthcare MCCs
Appendix C: Revision description
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1 Overview
Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
1 Overview
Heartland Portico Virtual Terminal (Portico VT) is a "virtual terminal" that processes credit and debit
cards over a secure internet connection. Portico Virtual Terminal records the card information and
dollar amount, then transmits this information to Heartland Payment Systems for further processing.
Heartland then contacts the credit card issuer, receives an authorization, and displays the issuer's
authorization response. Additionally, Heartland Portico Virtual Terminal provides easy-to-use
reporting.
Heartland Portico Virtual Terminal offers some great benefits:
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Secure online transactions
Auto close (batch settlement)
Level 2 B2B (use of business and corporate credit cards)
Simple navigation
Easy setup
Versatile reporting
Credit, debit, and other card acceptance
Portico VT can be used to process the following transactions:
Transaction
Types
Credit
Card
Transactions
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PIN Debit
Card
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Check
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Card Present Sale
MOTO/E-Commerce (manual only)
Authorization
Return
Account Verify
Offline Sale
Offline Authorization
Tip Adjustment
Void
Sale
Return
Void
One-time ACH
Sale
Verify Only
©2015 Heartland Payment Systems, Inc., All Rights Reserved
Notes
These transactions can be manually
entered or swiped on a card reader.
A PIN pad and card reader are
needed to complete a PIN Debit sale,
as PIN Debit transactions cannot be
manually entered.
A check reader currently is not
supported. Manually enter the routing
number, account number, and other
customer information.
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1 Overview
Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
Transaction
Types
PayPlan
(recurring
billing)
Transactions
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HMS Card
(gift and
loyalty)
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PrePaid
Card
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EBT Card
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Notes
Add customer
Find customer
Add payment method
Find payment method
Add scheduled payment
Find schedule
View the Failed Schedules Details report
These transactions are manually
entered.
These transactions can be manually
entered or swiped on a card reader.
Activate
Redeem
Load
Balance inquiry
Reward
Transfer
Add alias
Remove alias
These transactions can be manually
entered or swiped on a card reader.
Sale
Add value
Balance inquiry
These transactions can be manually
entered or swiped on a card reader.
Food stamp sale
Food stamp voucher sale
Cash benefit sale
Food stamp return
Food stamp balance inquiry
The following reports are available in Portico VT:
Reporting
Batch Type
Current
batch
summary
Description
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Displays a summary of the current batch – a total of all card types.
Sort the current batch by Card Type, Credit Amount, Credit Count, Debit
Amount, Sale Amount, Sale Count, Return Amount, Return Count, Total
Amount, Total Count, Gratuity Amount.
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Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
Reporting
Batch Type
Current
batch
details
Description
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Find
transactions
summary
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Find
transactions
details
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Historical
batch
1 Overview
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HMS details
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Provides a list of transactions in the current batch.
Provides the ability to export the current batch transactions to XML, PDF,
CSV, Tab Delimited, or Excel.
Provides the ability to print the report.
Displays specific transactions within the current batch to reprint the
transaction receipt, email the transaction receipt, or void the transaction.
Provides the ability to adjust a transaction, attach a document to the
transaction, and close the batch.
Allows you to search for specific transactions by transaction number or other
search criteria including Start Date, End Date, Batch ID, Batch Sequence
Number, and Clerk ID.
Provides a list of transactions that match the search criteria.
Allows you to search for specific transactions by transaction number or other
search criteria including transaction date, status, card type and other criteria.
Displays specific transactions to reprint the transaction receipt, email the
transaction receipt, void the transaction or return the transaction.
Provides the ability to void or return the transaction based on the batch status
of the transaction.
Provides the ability to adjust a transaction or attach a document to the
transaction.
Displays a summary of the closed batch – a total of all card types.
Allows you to search for batches by Start Date and End Date.
Provides the ability to export the closed batch transactions to XML, PDF,
CSV, Tab Delimited, or Excel.
Allows you to sort the historical batch by Device ID, Batch ID, Batch
Sequence Number, Batch Status, Open Date, Close Date, Open
Transaction Number, Batch Transaction Amount, and Batch Transaction
Count.
Displays specific transactions within the selected batch to reprint the
transaction receipt, email the transaction receipt, or return the transaction.
Allows you to search for specific transactions by transaction number or other
search criteria including transaction date, status, and other criteria.
Displays specific transactions to reprint the transaction receipt, email the
transaction receipt.
©2015 Heartland Payment Systems, Inc., All Rights Reserved
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Reporting
Batch Type
Check
details
1 Overview
Description
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Allows you to search for specific transactions by transaction number or other
search criteria including transaction date, status, card type and other criteria.
Displays specific transactions to reprint the transaction receipt, email the
transaction receipt, or void the transaction.
1.1 Document purpose
The purpose of this document is to instruct Heartland merchants in the use of the Portico Virtual
Terminal.
1.2 Audience
1.3 System requirements (desktop)
The following is a list of required hardware and software components to run Portico VT Desktop
Application.
Type
Hardware
Compatible
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PC
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Operating
systems/
software
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Internet connection
Internet connection
Keyboard
Mouse
Monitor
Windows Vista or 7
Microsoft Silverlight 5.0 or higher
1.4 System requirements (online)
The following is a list of required hardware and software components to run Portico VT Desktop
Application.
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Type
1 Overview
Compatible
Hardware
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PC
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Operating Systems
Browsers
Internet connection
Internet connection
Keyboard
Mouse
Monitor
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Windows 7, 8.1, or 10
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Internet Explorer 9, 10, or 11
Note: VT Online is not certified on Mac computers and does not work with Safari.
Note: VT Online requires a Silverlight plug-in. While it currently works with Chrome, Silverlight will
not be supported on Chrome after September 2015.
1.5 Supported peripherals (desktop and online)
The following is a list of supported peripherals for the Portico VT Desktop application.
Type
Peripherals
Compatible
Card readers
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Magtek USB Card Reader
E3 USB Card Reader
PIN pads
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VeriFone 1000SE PIN Pad
(Serial / Serial to USB converter)
Heartland E3 PIN Pad (USB)
Ingenico EMV PIN Pad iPP320
(USB)
Receipt printers
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Epson Receipt Printer
Star Receipt Printer
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2 Procedures
2 Procedures
2.1 General tasks
Once you have access to Portico VT per the Welcome email and/or Peripheral Guide, you will be
able to log in and begin using the service.
2.1.1 Log in
1. Launch Portico VT .
2. Type your Heartland InfoCentral user name and password in the fields.
3. Click Login.
2.1.2 Change your password
If you want to change your password, you can request it be reset. Your password provides entry to
both InfoCentral and Portico VT.
1. To change your password once you have logged in, click Admin > User Management on the
main menu.
Step Result: The InfoCentral Login page is opened in a browser.
2. Click Touble logging in? on the InfoCentral Login page.
3. Select I don't know my password or I am locked out.
4. Type the First Name, Last Name, User Name (same as your InfoCentral User ID), and email
associated with your InfoCentral account.
5. Click Reset.
Step Result: A message is displayed indicating that Heartland has sent you an email with
instructions to reset your password.
6. Click the link in the email.
7. From the resulting page, enter and re-enter the new password.
8. Click Continue.
Step Result: The Login page of InfoCentral is displayed.
2.1.2.1 Password requirements
To comply with industry standards, Heartland Portico Virtual Terminal requires strong passwords. A
strong password must:
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2 Procedures
Be minimum of eight characters long
Contain at least one number
Contain at least one letter
Contain at least one special character (!@#$%^&*)
Be different than your InfoCentral username or email
Not be a recently used password (not one of the last 10 passwords used)
2.1.3 Reset a forgotten password
If you forgot your password, you can ask to have it reset, The password provides entry to both
InfoCentral and Portico VT.
Note: If you try to use the incorrect password five times, you will be locked out. You will have to go
through this same process to reset your password.
1. To request to have your password reset from the Portico VT Login page, click Forgot
Password?.
Step Result: The InfoCentral Login page is opened in a browser.
2. Click Trouble logging in? on the InfoCentral Login page.
3. Type the First Name, Last Name, User Name (same as the InfoCentral User ID), and the
email associated with you account.
4. Click Reset.
Step Result: A message is displayed indicating that Heartland has sent you an email with
instructions to reset your password.
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2 Procedures
5. Click the link in the email.
6. From the resulting page, enter and re-enter the new password.
7. Click Continue.
Step Result: The Login page of InfoCentral is displayed.
2.1.4 Enter card data
Throughout the VT user documentation, the step "Enter card data" can mean one of these things,
depending on the procedure:
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Enter card data manually. For Credit, Prepaid, and PayPlan, manual entry can be done via a
keyboard or the EMV or E3 PIN Pad keypad.
Swipe the card
Insert the EMV card into the EMV reader slot
Note: If an EMV device is connected, the cardholder will be prompted whether to insert or
swipe the card. Some transaction types will only prompt for card swipe at this time.
2.1.5 EMV transactions
EMV chip cards contain a computer chip that is activated and read when inserted in the chip card
reader. When the EMV card is inserted, it must not be removed during the transaction. The device
will tell the consumer when to insert and remove their card. If an EMV device is used with the Portico
Virtual Terminal and a chip card is inserted, the chip may prompt the cardholder for additional
information.
Since chip cards may contain multiple payment applications, a customer may be prompted to
confirm the application in order to send the card data to the Virtual Terminal. A chip card may decline
a transaction without sending it to the Issuer. If this occurs, an "advice" message is sent to Portico to
capture the decline and the appropriate EMV tags.
2.1.5.1 EMV prompts
After the clerk clicks Process for a VT transaction, a chip card customer may be prompted as to:
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Confirm amount (required)
Enter PIN (optional, depends on chip and device settings)
If the customer is prompted for a PIN, they may not need to sign the receipt. If the chip validated the
PIN, the printed receipt will indicate PIN VERIFIED instead of printing the signature line.
Note: EMV transactions may take slightly longer to process than magnetic stripe transactions.
2.1.6 AVS and CVV actions
When the Issuer Response is received for a transaction, the AVS and CVV result values are
evaluated by Portico. The action taken is determined by the options selected at boarding for the
various AVS and CVV results that can be returned by card issuers.
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2 Procedures
If any AVS or CVV response code is set at boarding to DECLINE, then the transaction will be
declined and the user will receive the message: " DO NOT HONOR DUE TO AVS/CVV
SETTINGS"
If any AVS response code is set at boarding to PROMPT, then a pop up prompt displays asking
whether the user wants to accept or decline the transaction. For PayPlan Add Credit Card, the user
will be prompted whether they want to save the card. If saved, future one time transactions will
continue to prompt due to AVS mismatch.
If the user clicks Accept, the transaction result pop up will display indicating the approval.
If the user clicks Decline, a reversal message will be sent. If the reversal is successful, the
transaction result popup will display indicating declined or reversed.
If the reversal fails for any reason (this is unlikely), the user will see an error message. Click OK. The
transaction approval will display; the void icon will be enabled at the top of the screen. The
transaction will need to be voided.
2.1.7 Print a receipt
When you process any type of transaction you are shown a transaction result page. This is the
receipt for the transaction.
1. To print the receipt, click the print preview button
in the top right-hand corner of the
transaction result page.
2. To print customer and merchant copies (default setting), click Print.
Step Result: Your computer's print dialog is displayed.
3. Follow your computer's prompts for printing.
2.1.8 Email a receipt
When you process any type of transaction, you are shown a transaction result page.
1. To email the receipt, click the email button
result page.
in the top right-hand corner of the transaction
Step Result: An Email Receipt dialog is displayed with the email address associated with the
transaction in the To: line (if one was added).
2. To add an email address, type it in the text box. To add another email address, press the Enter
key and type it in the additional text box.
3. Click Send.
2.1.9 Switch merchant sites
Merchants with more than one location can establish more than one site with Heartland.
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2 Procedures
1. To switch merchant sites, click the arrow for the Site drop-down list located the top right of the
screen.
2. Select the desired site.
3. Click Apply.
2.1.10 Switch terminal devices
Merchants with more than one terminal can register multiple devices for each site with Heartland.
This provides more control and better reporting.
1. To switch devices, click the arrow for the Device drop-down list located the top right of the
screen.
2. Select the desired device.
3. Click Apply.
©2015 Heartland Payment Systems, Inc., All Rights Reserved
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2 Procedures
2.2 Credit card transactions
Use the Heartland Portico Virtual Terminal to process credit card transactions. It supports a card
reader attached to the PC or manually keying the account number.
Note: Merchants with Healthcare MCCs (see Appendix B Healthcare MCCs) may only enter a
max of eight digits in the Customer ID, Invoice Number, and PO Number fields.
2.2.1 Process a card present sale
Use the card present sale when a customer uses a credit card as payment for goods or services.
1. To process a sale, click Credit > Card Present Sale on the main menu.
2. If an EMV device is detected, a prompt is displayed. Type the Amount in the prompt box click
OK.
Step Result: The Card Present Sale page displays.
3. Enter card data. If using an EMV insert, the customer may be prompted to confirm the
application (see EMV transactions).
4. Type the transaction information in the remaining fields. The fields displayed may vary
depending on the merchant setup.
5. To process an authorization for the same card and amount, check Force Duplicate. Without
this indication, the current transaction would be rejected.
6. To process an authorization for a sale that should not include tax, check Tax Exempt (if
available).
7. Click Process.
Step Result: If this is an EMV transaction, the cardholder may be prompted for additional
information (see EMV prompts).
For all transactions, the transaction result page displays the issuer authorization response
(for example, Approved) with the current total amount displayed.
8. To prepare to add a tip to the authorized amount, click the print preview icon on the top righthand corner of the transaction result page.
Step Result: The receipt print preview is displayed.
9. Click Print.
10. Present the printed receipt to the customer to add a tip, total, and sign (if available).
11. Follow the steps in Add a tip.
2.2.1.1 Credit card present sale transaction fields
Field
Card
Number
Description
Card number obtained when the user inputs card data (see Enter card data).
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Field
2 Procedures
Description
Exp Date
Debit card expiration date in MMYY format.
Card
Security
Code
The three or four digit number on the back or front (American Express) of the credit card used to
verify the possession of the card.
Card
Security
Code Status
If you are unable to enter the security code, enter a reason (Illegible, Not Present).
Street
The customer's street address (if provided).
ZIP
The customer’s ZIP code (if provided).
Subtotal
Entered amount of the sale.
Force
Duplicate
This option allows you to submit a transaction with the same card number and amount as a
previously entered transaction within the same batch on the same day. If this option is not
selected, transactions with the same card number and amount is declined. If the same card
number, but different amount is processed, the transaction is approved.
Tax Exempt
This option allows you to submit a transaction without having sales tax applied to the total.
Tax Amount
Entered amount of the tax.
Tip Amount
Entered amount of the tip.
Shipping Fee
Entered amount of the shipping fee.
Convenience
Fee
Entered amount of the convenience fee. This is a fee a merchant can add for small charges to
offset transaction costs.
Total Amount
Calculated total payment debited amount, which includes taxes, fees, etc.
Customer ID
If applicable, enter the customer’s ID.
Invoice
Number
If applicable, enter the customer's invoice number.
PO Number
If applicable, enter the customer's purchase order number.
First Name
Displays the cardholder's first name.
Last Name
Displays the cardholder's last name.
City
Displays the cardholder's city of residence.
State
Displays the cardholder's state of residence.
Email
Enter the customer’s email address.
Phone
Enter the customer's home phone number.
Description
Enter a brief description of the product or services that were provided.
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2 Procedures
2.2.1.2 Credit card transaction results and receipt fields
Field
Description
Merchant
Information
Merchant’s Name, Street Address, City, State, and ZIP code. For E-Commerce merchants,
the website is also displayed.
Date and Time
The date and time of the transaction
Transaction
Type
Type of transaction: Credit Sale, Account Verify, etc.
Customer ID
Customer number (if provided)
Transaction
Number
Unique transaction identifier
Name
The customer’s name (if provided)
Street
The customer’s street address (if provided)
ZIP Code
The customer’s ZIP code (if provided)
Account
Number
Last four digits of the card account number
Card Type
Type of card (Visa, MasterCard, Amex, etc.)
Entry Method
Chip, swiped, or manual
Authorization
Code
Authorization number
Result
APPROVED, DECLINED, PARTIALLY APPROVED, VERIFIED, CANCELED
Clerk ID
The user ID of the clerk who processed the transaction
Subtotal
The amount of the sale
Tax Amount
Sales tax (if provided)
Tip Amount
The amount of any tip added by the customer
Shipping
Amount
Any shipping cost added to the sale
Convenience
Amount
A fee applied to sale amount
Total Amount
The entire amount of the sale
Invoice Number
Customer invoice number (if provided)
PO Number
Customer purchase order number (if provided)
Commercial
Card
Indicates if this is a commercial purchasing card.
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Description
Tax Type
Indicates the type of tax applied (if applicable)
CV Result
Indicates the result of the card verification.
AVS Result
Indicates the result of the address verification.
For EMV chip card transactions, some additional fields may display on the printed receipt.
Field
Description
Application
Name
The application preferred name or application label for the application confirmed by the
customer.
AID
The Application ID of the application confirmed by the customer.
TC / AAC
Application Cryptogram generated for the transaction.
2.2.1.3 Card security code information
Visa, MasterCard, American Express and Discover use this code to try to reduce fraud in Card Not
Present transactions. It shows that the person using the card has physical possession of the credit
card.
Security
Code Type
Description
VISA CVV2
The CVV2 (Card Verification Value) consists of the last three (3) digits after the credit card
number on the back of the card in the signature area.
MasterCard
CVC2
The CVC2 (Card Validation Code) consists of the last three (3) digits after the credit card number
on the back of the card in the signature area.
Discover
CID
The CID (Card Identification) consists of the last three (3) digits after the credit card number on
the back of the card in the signature area.
American
Express
CID
The American Express CID (Card Identification) consists for the four (4) digits printed on the front
of the card, located above and to the right of the embossed credit card number.
2.2.2 Process a MOTO/E-Commerce sale
Use the MOTO (mail order, telephone order)/E-Commerce sale when the credit card is not present
at the time of the sale and the card data is provided electronically, by mail, or by telephone.
1. To process a sale, click Credit > MOTO/E-Commerce on the main menu.
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2. To indicate the type of sale, click MOTO or E-Commerce.
3. Type the card and transaction information into the fields. The fields displayed may vary
depending on the merchant setup.
4. Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.2.3 Process a credit card authorization
Authorization reserves funds by placing a hold on a credit card. This ensures sufficient funds will be
available when the authorization is completed. Use Authorization for transactions that will be
modified later (for example, adding a tip). This transaction type does not settle automatically.
Note: The authorization transaction must be added to a batch prior to making a tip adjustment or a
settlement.
1. To process a credit card authorization, click Credit > Authorization Only on the main menu.
2. Enter card data. If using an EMV insert, the customer may be prompted to confirm the
application (see EMV transactions).
3. Type the transaction information in the remaining fields. The fields displayed may vary
depending on the merchant setup.
4. To process an authorization for the same card and amount, check Force Duplicate. Without
this indication, the current transaction would be rejected.
5. To process an authorization for a sale that should not include tax, check Tax Exempt (if
available).
6. Click Process.
Step Result: If this is an EMV transaction, the cardholder may be prompted for additional
information (see EMV prompts).
For all transactions, the transaction result page displays the issuer authorization response
(for example, Approved) with the current total amount displayed.
7. To prepare to add a tip to the authorized amount, click the print preview icon on the top righthand corner of the transaction result page.
Step Result: The receipt print preview is displayed.
8. Click Print.
9. Take the printed receipt to the customer to add a tip, total, and sign.
10. Follow the steps in Add a tip, if applicable.
2.2.4 Process a credit card return
Use a return to refund money to the customer’s credit card for returned items from a previously
closed batch.
Note: The original transaction must be located before it can be returned. See Find transactions
details for more information on locating transactions.
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1. To process a return, click Credit > Return on the main menu.
2. Enter card data.
3. Type the transaction information in the remaining fields. The fields displayed may vary
depending on the merchant setup.
4. To indicate that the card used in the original transaction is present, check Card Present.
5. To indicate that the card reader used in the original transaction is present, check Card Reader
Present.
6. To process a return for the same card and amount, check Force Duplicate. Without this
indication, the current transaction would be rejected.
7. Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
Alternatively, you can process a return from the transaction details page accessed by the Find
Transaction Details report.
1. To process a return, click the Return Transaction button
on the transaction details page.
Step Result: The return prompt is displayed.
2. Type the amount, if less than the full amount.
3. Click OK.
Step Result: A confirmation page is displayed.
4. Click Yes.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.2.5 Process a credit card void
Use a void to cancel a credit or debit card transaction stored in an open batch.
Note: The original transaction must be located before it can be voided. See Find transactions
details for more information on locating transactions.
1. To perform a void, click the void icon
2. Click Void on the confirmation prompt.
from the transaction details page.
Step Result: The transaction result page displays the issuer authorization response. A
successful void displays Canceled.
Note: Voiding a transaction removes it from the batch and updates the settlement amount to $0.00.
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2.2.6 Verify a credit card account
The Account Verify feature allows a merchant to determine if a customer’s Visa, MasterCard, or
Discover account is in good standing prior to processing a sale without affecting the cardholder’s
account. The Account Verify feature does not, however, protect you from chargebacks. The Account
Verify feature is not an Authorization and is not meant to provide information to you or the issuer
about the amount or type of the transaction. An Authorization is still required and supersedes the
Verification response for the same transaction. The Account Verify feature can be used for AMEX as
well for validating the customer’s ZIP Code.
1. To process an Account Verify transaction, click Credit > Account Verify on the main menu.
2. Enter card data.
a. If you enter the number manually, also enter the expiration data, card holder name, and
ZIP Code (required for American Express).
3. Type the credit card and transaction information into the fields.
4. Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.2.7 Process a credit card offline sale
Use the credit card offline sale when a customer uses a credit card as payment for goods or services
and you have a voice authorization. The offline sale is usually used when you do not have an Internet
connection.
1.
2.
3.
4.
5.
6.
7.
8.
9.
To process an offline sale, click Credit > Offline Sale on the main menu.
Call the appropriate voice authorization center and type the authorization code.
Enter card data.
Type the transaction information in the remaining fields. The fields displayed may vary
depending on the merchant setup.
To indicate that the card used in the original transaction is present, check Card Present.
To indicate that the card reader used in the original transaction is present, check Card Reader
Present.
To process an authorization for the same card and amount, check Force Duplicate. Without
this indication, the current transaction would be rejected.
To process an authorization for a sale that should not include tax, check Tax Exempt (if
available).
Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
10. To manually add the offline sale to the batch, follow the steps in Add a transaction to a batch
once you are connected to the Internet and logged in to Portico VT.
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2.2.8 Process a credit card offline authorization
Use an authorization to open a credit card transaction that will be modified later (usually a tip) by
calling for a voice authorization. The offline authorization is usually used when you do not have an
Internet connection.
1. To process a credit card offline authorization, click Credit > Offline Authorization Only on the
main menu.
2. Call the appropriate voice authorization center and type the authorization code.
3. Enter card data.
4. Type the transaction information in the remaining fields. The fields displayed may vary
depending on the merchant setup.
5. To process an authorization for the same card and amount, check Force Duplicate. Without
this indication, the current transaction would be rejected.
6. To process an authorization for a sale that should not include tax, check Tax Exempt (if
available).
7. Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
8. To manually add the offline authorization to the batch, follow the steps in Add a transaction to
a batch once you are connected to the Internet and logged in to Portico VT.
2.2.9 Add a transaction to a batch
When you process an online or offline authorization, you need to add it to a batch for it to settle. You
add the transaction from the transaction details page. You can access the transaction details page
from Find Transaction Details report.
1. To add an authorization to a batch, click the Add to Batch icon
page .
on the transaction details
Step Result: The Add to Batch dialog is displayed.
2. Click OK.
3. If you need to add a tip, you can do that from the transaction details page once the transaction
is added to a batch.
2.2.10 Add a tip
Use Tip Adjustment to add a tip to a previously processed credit card payment.
Note: If a transaction is partially approved, a tip cannot be added or changed.
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Note: Authorizations must be added to the batch to enable Tip Adjustment. You need to have the
transaction number to add a tip to a payment. Get the transaction number from the receipt
printout or use the Current Batch Details report to find the transaction number.
1. To add a tip, click Credit > Tip Adjustment from the main menu.
2. Type the transaction number. It is on the printed receipt.
3. Click Search.
a. If you have not added the transaction to the batch, a message displays asking if you
would like to add it. Click Yes.
Step Result: An Add To Batch prompt displays.
b. Verify or update the amount and click OK.
Step Result: A Notification displays saying the transaction has been added to the
current batch.
c. Click OK.
Step Result: The Tip Adjustment page displays.
4. Type the tip in the Tip Amount field.
5. Click Process.
Step Result: The transaction result page displays the issuer response (for example,
Approved) with the subtotal, tip, and total amount displayed.
Alternatively, you can add a tip to a transaction from the transaction details page accessed by the
Find Transaction Details report.
1. To add a tip to a transaction, click the Adjust button
on the transaction details page.
Step Result: The Tip Adjustment dialog is displayed.
2. Type the tip in the Tip Amount field.
3. Click Process.
Step Result: A confirmation page is displayed.
4. Click Yes.
Step Result: The transaction result page displays the issuer response (for example,
Approved) with the subtotal, tip, and total amount displayed.
2.3 Debit card transactions
Use the Heartland Portico Virtual Terminal to process debit card transactions. For debit card
transactions, the merchant must have a card reader and a PIN Pad attached to the PC.
Note: Debit card transactions cannot be manually entered.
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2.3.1 Process a debit card sale
Use the debit card sale when a customer uses a debit card as payment for goods or services.
1. To process a debit card sale, click Debit > Sale on the main menu.
2. Enter card data.
Step Result: The Card Number, Expiration Date, and Name fields are filled in.
3. Type the transaction information in the remaining fields.
4. To process a sale for the same card and amount as a previous transaction, check Force
Duplicate. Without this indication, the current transaction would be rejected.
5. Click Process.
6. The customer enters the personal identification number (PIN) on the PIN Pad and presses
Enter.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.3.1.1 Debit card transaction fields
Field
Description
Card
Number
Card number obtained when the cardholder swipes a debit card
Exp Date
Debit card expiration date in MMYY format
Subtotal
Enter the amount of the sale
Force
Duplicate
This option allows you to submit a transaction with the same card number and amount as a
previously entered transaction within the same batch on the same day. If this option is not
selected, transactions with the same card number and amount is declined. If the same card
number, but different amount is processed, the transaction is approved.
Cashback
Amount
If applicable, the customer can request cash back amount.
Total
Amount
Calculated total payment debited amount, which includes taxes, cash back, etc.
Customer
ID
If applicable, enter the customer’s ID.
Invoice
Number
If applicable, enter the customer's invoice number
First Name
Displays the cardholder's first name
Last Name
Displays the cardholder's last name
Email
Enter the customer’s email address.
Description
Enter a brief description of the product or services that were provided.
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2.3.1.2 Debit card transaction results and receipt fields
Field
Description
Merchant Information
Merchant’s Name, Street Address, City, State, and ZIP code
Date and Time
The date and time of the transaction
Transaction Type
Type of transaction performed
Customer ID
Customer number (if provided)
Transaction Number
Unique transaction identifier
Name
The customer’s name
Account number
Last four digits of the card account number
Card Type
DEBIT
Entry Method
Swiped
Authorization Code
Authorization number assigned by the cardholder's issuing bank
Result
Displays whether the transaction was APPROVED or DECLINED
Clerk ID
The user ID of the clerk who processed the question
Subtotal
The amount of the sale
Cashback Amount
The cash back amount for the transaction
Total Amount
The entire amount of the sale
Available Balance
The amount of available money in the debit account.
Invoice Number
Customer invoice number (if provided)
Commercial Card
Indicates if this is a commercial purchasing card.
Tax Type
Indicates the type of tax applied (if applicable)
CV Result
Indicates the result of the card verification.
AVS Result
Indicates the result of the address verification.
2.3.2 Process a debit card return
Use a return to refund money to the customer’s debit card for returned items.
1. To process a return, click Debit > Return on the main menu.
2. Enter card data.
Step Result: The Card Number, Expiration Date, and Name fields are filled in.
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3. Type the information in the remaining fields. The fields displayed may vary depending on the
merchant setup.
4. Click Process.
5. The customer enters the personal identification number (PIN) on the PIN Pad and presses
Enter.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
Alternatively, you can process a return from the transaction details page accessed by the Find
Transaction Details report after the batch has been closed; if the batch is open, this report will allow
Void of a debit sale instead (see Process a debit card void).
1. To process a return, click the Return Transaction button
on the transaction details page.
Step Result: The Return Prompt is displayed.
2. Type the amount, if less than the full amount.
3. Click OK.
Step Result: A confirmation page is displayed.
4. Click Yes.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.3.3 Process a debit card void
Use a void to cancel a credit or debit card transaction stored in an open batch.
Note: Voids are not allowed for debit return transactions.
Note: The original transaction must be located before it can be voided. See Find transactions
details for more information on locating transactions.
1. To perform a void, click the void icon
2. Click Void on the confirmation prompt.
from the transaction details page.
Step Result: The transaction result page displays the issuer authorization response. A
successful void displays Canceled.
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2.4 Check transactions
Use the Heartland Portico Virtual Terminal to process check transactions. The check menu options
that display are based on the programs allowed by your Check Processor.
Note: Merchants with Healthcare MCCs (see Appendix B Healthcare MCCs) may only enter a
max of eight digits in the Customer ID, Invoice Number, and PO Number fields.
2.4.1 Check sale
Use check sale when a customer uses a check as payment for goods or services.
Note: You must retain and deposit the physical check to receive payment.
1. To process a check sale, click Check > Sale on the main menu.
2. To select the account type, click Personal or Business under Check Details; click Savings or
Checking under Transaction Details.
3. Type the check and transaction information into the fields.
4. Click Process.
Step Result: The transaction result page displays the authorization response (for example,
Approved).
2.4.2 Check verify
Use check verify only to make sure the checking account has sufficient funds prior to accepting a
customer's check as payment for goods or services.
Note: You must retain and deposit the physical check to receive payment.
1. To verify a check, click Check > Verify Only on the main menu.
2. To select the account type, click Personal or Business under Check Details; click Savings or
Checking under Transaction Details.
3. Type the check and transaction information into the fields.
4. Click Process.
Step Result: The transaction result page displays the authorization response.
2.4.3 One-time ACH
Use the one-time Automated Clearing House (ACH) when a customer uses their check account
numbers as payment for goods or services.
Note: Once you convert the check information into an ACH payment, you must destroy the physical
check. It should not be deposited or kept.
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1. To process a one-time ACH transaction, click Check > One-Time ACH on the main menu.
2. To select the account type, click Personal or Business under Check Details; click Savings or
Checking under Transaction Details.
3. Type the check and transaction information into the fields.
4. Click Process.
Step Result: The transaction result page displays the authorization response (for example,
Approved).
2.4.4 Process a check void
Use a void to cancel a check transaction according to the rules of your Check Processor.
Note: The original transaction must be located before it can be voided. See Check details for more
information on locating transactions.
1. To perform a void, click the void icon from the transaction details page.
2. Click Void on the confirmation prompt.
Step Result: The transaction result page displays the Check Processor authorization
response. A successful void displays Canceled.
2.5 PayPlan transactions
Use the Heartland Portico Virtual Terminal to set up and process PayPlan recurring payment
transactions.
Note: If PayPlan is not enabled on your device, you will not see PayPlan in the main menu.
Note: PayPlan does not allow quotation marks in any text field.
2.5.1 Add a customer
Use add customer to register a new PayPlan recurring payment customer.
1. To add a PayPlan customer, click PayPlan > Add Customer on the main menu .
2. Type the Customer ID, name, address, and contact information into the fields
3. Click Process.
Step Result: A result message is displayed (for example, Customer successfully added).
4. Click OK.
Step Result: The View Customer page displays the information for the new customer and
provides options to Edit Customer, Add Payment Method, and Add Schedule.
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2.5.1.1 Field sizes for PayPlan add/edit customer
Field name
Maximum length
Customer ID
25
First Name
24
Last Name
24
Company
50
Title
24
Department
26
Primary Email
40
Secondary Email
40
Address Line 1
100
Address Line 2
50
City
20
2.5.2 Find a customer
Use Find Customer to locate an existing PayPlan recurring payment customer. You can export the
search results in a number of file formats.
1. To find a PayPlan customer, click PayPlan > Find Customer on the main menu.
2. Type the Customer ID or other search criteria, such as the name or contact information.
3. Click Search.
Step Result: A search results list is displayed with customer records matching the search
criteria and provides a link to View Transaction History.
4. To export the list:
a. Click the Click to Export icon in the top right-hand corner and select the file format for
the export (XML, PDF, CSV, Tab Delimited, or Excel).
Step Result: The Save As window displays with file type selected.
b. Type a name for the file.
c. Select a location.
d. Click Save.
Note: If you select the CSV file type, any commas in the exported data will be removed and amount
fields will be exported with the $ and decimal (for example, $1576.32).
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5. To see details about the customer, click the Customer ID number.
Step Result: The View Customer page displays the information for the new customer and
provides options to View Transaction History, Edit Customer, Add Payment Method, and
Add Schedule.
2.5.3 Edit a customer
Use Edit Customer to modify the information of an existing PayPlan recurring payment customer.
The option to edit a customer is found on the View Customer page. To get to that page, follow the
steps to Find a customer.
1. To edit a PayPlan customer, click Edit Customer from the View Customer page.
Note: The Edit Customer page also has a link to View Transaction History and allows a user to
update data.
2. Type any updates to the name, address, and contact information into the fields.
3. Click Update.
Step Result: A result message is displayed (for example, Customer successfully added).
4. Click OK.
Step Result: The View Customer page displays the updated information for the customer.
2.5.4 Delete a customer
Use the Delete option to delete a PayPlan recurring payment customer.
Note: The option to delete a customer is reached from the Edit Customer page. To get to that
page, follow the steps to Find a customer.
1. To delete a PayPlan customer, click Edit Customer from the View Customer page.
2. Click Delete.
Step Result: A Delete Confirmation message asks if you are sure you want to delete the
customer. This cannot be undone.
3. Click Yes.
Step Result: A status message is displayed. If the customer has active schedules, you will be
informed that deleting the customer will also delete all their payment methods and
schedules.
2.5.5 Add a payment method
Use Add Payment Method or View Customer to associate a new payment method to an existing
PayPlan customer.
Note: To add a payment method, you need to have the Customer ID number. If you don't know the
Customer ID, use Find a customer. You are able to add a new payment method from the
View Customer page as a part of the find process.
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1. To add a payment method to a PayPlan customer, click PayPlan > Add Payment Method on
the main menu.
2. Type the Customer ID.
3. Click Select.
4. To select a payment type, click Credit Card or ACH.
2.5.5.1 For credit cards
1. Enter card data.
Note: PayPlan supports adding a credit card by swipe and by keying the card number from an E3
or EMV PIN Pad keypad.
2. If not swiped, type the expiration month and year.
3. If not swiped, or swipe did not populate the name field, type the name on the card (maximum
50 character limit number).
4. To make this card the default payment, check the Preferred Payment Method box.
5. To autofill the customer's address, click Copy Customer Address or type in the information.
Note: Billing ZIP/Postal code is required for AMEX cards.
6. To save the payment without processing an immediate payment, click Later User Only.
7. To process an immediate payment, select Charge Now and add the payment amount.
8. Click Save.
Step Result: A result message is displayed. If you processed a payment, a transaction result
page displays the issuer authorization response (for example, Approved). If the AVS or CVV
setting is set to decline, you will not be able to save the payment method. If there is an AVS
mismatch set to PROMPT, the user will be prompted whether they want to save the card. If
saved, future one-time transactions will continue to prompt due to AVS mismatch. Please
note that if the payment method is saved, then attached to a schedule, the AVS action of
PROMPT will be ignored during schedule processing.
2.5.5.1.1 Field sizes for PayPlan add/edit credit card
Field name
Maximum length
Card Number
22
Name on Card
50
Address Line 1
100
Address Line 2
50
City
20
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2.5.5.2 For ACH
Note: If your device does not have "Allow Check" set to "True" the option to add an ACH payment
method does not display.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Type the Bank Routing / Transit Number (maximum 9 character limit number).
Type the Account Number (maximum 18 character limit number).
Select the Account Type (Personal or Business).
Select the ACH Type (Checking or Savings).
Type the First Name and Last Name.
To autofill the customer's address, click Copy Customer Address or type in the information.
Type the Social Security Number Last 4 (optional).
Type the Account Holder Year of Birth (optional).
Select the Drivers License State (optional).
Type the Drivers License Number (optional).
To save the payment without processing an immediate payment, click Later User Only.
To process an immediate payment, select Charge Now and add the payment amount.
Click Save.
Step Result: A result message is displayed. If you processed a payment, a transaction result
page displays the issuer authorization response (for example, Approved).
2.5.5.2.1 Field sizes for PayPlan add/edit ACH
Field name
Maximum length
Routing Number
9
Account Number
18
Name on Account
50
Address Line 1
100
Address Line 2
50
City
20
Social Security Number Last 4
4
Account Holder Year of Birth
4
Drivers License Number
14
2.5.6 Find a payment method
Use Find Payment Method to locate an existing PayPlan customer's payment method. You can print
the search results, export them, or save them in a number of file formats.
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1. To find a PayPlan customer's payment method, click PayPlan > Find Payment Method on
the main menu.
2. Type the Customer ID or other search criteria, such as the card type, the first six digits of a
card number, expiration information, or schedule attachment.
3. Click Search.
Step Result: A search results list is displayed with payment method records matching the
search criteria.
4. To view payment schedules that use a payment method, click View under View Linked
Schedules.
Step Result: The View Linked Schedules page is displayed.
5. To export the list:
a. Click the Click to Export icon in the top right-hand corner and select the file format for
the export (XML, PDF, CSV, Tab Delimited, or Excel).
Step Result: The Save As window displays with file type selected.
b. Type a name for the file.
c. Select a location.
d. Click Save.
2.5.7 Edit a payment method
Use Edit Payment Method to edit an existing payment method of an existing PayPlan customer.
Note: The option to edit a payment method is reached from the View Customer page. To get to that
page, follow the steps to find a customer.
1. To edit a customer's payment method, open the View Customer page.
2. Click the
in the row of the desired payment method.
3. Edit the payment status, expiration date, name on card, or billing address information on the
Edit Payment Method page. The editable information fields change depending on the selected
payment type.
4. Click Update.
Step Result: A result message is displayed.
2.5.8 Delete a payment method
Use the Delete option to remove a payment method from a PayPlan customer.
Note: The option to delete a payment method is reached from the View Customer page. To get to
that page, follow the steps to find a customer.
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1. To delete a customer's payment method, open the View Customer page.
2. Click the
in the row of the desired payment method.
Step Result: A Delete Confirmation message asks if you are sure you want to delete the
payment method. This action cannot be undone.
3. Click Yes.
Step Result: The payment method is deleted.
Note: If the payment method is attached to active schedules, it will not be deleted. Instead, an error
message will be displayed.
2.5.9 Add a scheduled payment
Use Add Scheduled Payment to create a new payment schedule for an existing PayPlan customer.
1. To add a scheduled payment to a PayPlan customer, click PayPlan > Add Scheduled
Payment on the main menu.
2. Type the Customer ID.
3. Click Select.
4. Type a new Schedule ID (it must be a unique, maximum 30 character limit number) and
Schedule Name.
5. Select a Schedule Status (default is Active).
6. Select a payment method account to use for the schedule.
7. To add a new payment method, click Add New Payment Method. Type the payment method
information.
8. Type the payment information, frequency, reprocess attempt number, and notification
options. See 2.5.9.2 for information on schedule frequency.
Step Result: When the frequency is selected, payment timing and duration options are
displayed.
Note: The start date must be the current date or later. If the end date option is used, the end date
must be greater than the last processing date.
9. Schedules now include optional fields for Invoice Number and Description. The values in
these fields are sent in the transaction request on the Next Bill Date.
10. Click Save.
Step Result: A result message is displayed (for example, Schedule successfully added).
2.5.9.1 Field sizes for PayPlan add/edit schedules
Field name
Maximum length
Schedule ID
40
Schedule Name
40
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2.5.9.2 Schedule frequency definitions
The frequency is how often to bill the customer. After a schedule processes successful with an
approved transaction, the value in this field is used in logic to determine the date of the next
transaction.
Frequency
Billing period
Weekly
Will bill once per week
Next transaction date is +7 days
Bills 52 times per year
Bi-Weekly
Will bill every two weeks
Next transaction date is +14 days
Bills 26 times per year
Semi-Monthly
Will bill twice a month, on the First and 15th, or the 15th and Last Day
Bills 24 times per year
Monthly
Bills once per month on the date specified in Next Bill Date
Bills 12 times per year
Bi-Monthly
Bills once every two months on the date specified in Next Bill Date
Bills six times per year
Quarterly
Bills once per quarter (once every three months) on the date specified in Next Bill Date
Bills four times per year
Semi-Annually
Bills twice per year, on the anniversary of the start date and +6 months
Bills two times per year
Annually
Bills once per year, on the anniversary of the start date
2.5.10 Find a schedule
Use Find Payment Method to locate an existing PayPlan customer's payment method. You can
export the search results in a number of file formats.
1. To find a PayPlan customer's payment method, click PayPlan > Find Schedule on the main
menu.
2. Type the Schedule ID or other search criteria.
3. Click Search.
Step Result: A search results list is displayed with payment schedule records matching the
search criteria, which includes a link to view the Transaction History.
4. To export the list:
a. Click the Click to Export icon in the top right-hand corner and select the file format for
the export (XML, PDF, CSV, Tab Delimited, or Excel).
Step Result: The Save As window displays with file type selected.
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b. Type a name for the file.
c. Select a location.
d. Click Save.
Note: If you select the CSV file type, any commas in the exported data will be removed and amount
fields will be exported with the $ and decimal (for example, $1576.32).
5. To view payment schedules details, click the Schedule ID.
Step Result: The Edit Payment Schedule page is displayed.
2.5.11 Edit a schedule
Use Edit Payment Schedule to modify the information of an existing PayPlan recurring payment
schedule.
Note: The option to edit a schedule is reached from the View Linked Schedules page. To get to that
page, follow the steps to find a schedule. You can also reach it from the View Customer
page, Scheduled Payments section. To get to that page, follow the steps to find a customer.
1. To edit a payment schedule:
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From the View Linked Schedules page, click the Schedule ID number of the desired
schedule.
From the View Customer page, click the
schedule.
in the row of the desired payment
Note: The Edit Payment Schedule page also has a link to View Payment History. Note that a void
of a scheduled payment does not adjust the number of payments remaining on the schedule.
2. Edit any of the available fields (grayed-out fields are not editable).
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If the schedule has not yet started processing, start date is editable. If the schedule has
started processing, next bill date is editable.
If modifying any date field, the new date must be greater than the current date. The end
date and cancellation date must also be greater than the next bill date.
The status change date displays the timestamp of the most recent update to the
Schedule Status. It is displayed in the local timezone set up for the Device. If it is not
correct, contact Heartland.
To cancel a schedule immediately, set the Schedule Status to Inactive.
If the Duration is assigned to be End Date, the End Date may be updated. It must be
greater than the next bill date.
If the Duration is assigned to be Limited Number, the number of payments remaining
may be updated to any number greater than 0.
If the Duration is assigned to be Ongoing, a Cancellation Date may be set that is greater
than the next bill date.
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3. Select options for payment notifications to the customer.
4. Click Update.
Step Result: A result message is displayed. If the Next Bill Date was modified, a prompt
message asks if it is a one-time or ongoing change.
5. To verify a processing date change, select the desired option and click Continue.
6. Click OK.
Step Result: The View Linked Schedules page displays the updated information for the
schedule.
2.5.12 Delete a schedule
Use the Delete schedule option to delete an existing PayPlan recurring payment schedule.
Note: The option to delete a schedule is reached from the View Linked Schedules page. To get to
that page, follow the steps to Find a schedule. You can also reach it from the View Customer
page, Scheduled Payments section. To get to that page, follow the steps to find a customer.
1. To delete a payment schedule:
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From the View Linked Schedules page, click the Schedule ID number of the desired
schedule. Click Delete.
From the View Customer page, click the
in the row of the desired payment schedule.
Step Result: A confirmation message is displayed asking if you want to delete this schedule.
2. Click OK.
Step Result: The View Linked Schedules or View Customers page displays the updated
schedule list.
2.5.13 View agreement
Use the View Agreement link to see the agreement the customer made to allow the merchant to
store the customer's payment information.
1. To access the View agreement link, click PayPlan > Find Schedule on the main menu.
2. Type the Schedule ID or other search criteria.
3. Click Search.
Step Result: A search results list is displayed with payment schedule records matching the
search criteria.
4. To view the customer agreement, click the Schedule ID.
Step Result: The Edit Payment Schedule page is displayed.
5. Click View Agreement.
Step Result: A disclaimer page is displayed.
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6. Click OK.
Step Result: The customer agreement is displayed.
7. Click Print or Cancel.
2.5.14 View the failed schedules detail list
Use Failed Schedules Detail to view a list of failed schedules.
1. To view the Failed Schedules Detail list, click PayPlan > Failed Schedules Detail on the
main menu.
2. Type any combination of search criteria.
Note: Leave the fields blank to retrieve a general list of all transactions.
3. Click Search.
Step Result: A list of failed schedules meeting the search criteria is displayed.
2.5.15 Process a stored payment, one-time charge
You can use a card on file of an existing PayPlan customer to process a one-time charge. This is
done from the View Customer page (use Find Customer to get to View Customer page).
Note: Partial approvals for one-time charges are not supported.
You have the option to make a immediate (Charge Now) or a Detailed Charge.
2.5.15.1 Charge Now
1. To make an immediate charge, type the amount to be charged in the field next to the payment
method you want to use.
2. Click Charge Now.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.5.15.2 Detailed Charge
1. To make a detailed charge, click Detailed Charge.
Step Result: The One Time Payment page displays.
2. Type the amount.
3. Optionally, type the invoice number and a description. Credit card stored payments also have
the option to enter tax amount and PO Number.
4. Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
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2.5.15.3 Debt Repayment
For merchants with MCCs of 6012 or 6051, there is an option to flag a transaction as a Debt
Repayment. Ticking this box sends the debt_obligation indicator if the merchant is enrolled in Visa's
MVV program. It is the merchant's responsibility to conform to the rules of that program. It is only
eligible for Visa debit or prepaid cards.
The debt repayment option is available under Add Credit Card > Charge Now option, View
Customer > Charge Now, and Detailed Charge.
Debt Repayment can also be flagged on a schedule. If the payment method for a schedule changes,
it is up to the merchant to uncheck the Debt Repayment option if it no longer applies.
2.6 HMS transactions
Use the Heartland Portico Virtual Terminal to process Heartland Marketing Solutions (HMS) gift and
loyalty card transactions. It supports a card reader attached to the PC or manually keying the
account number.
Note: If loyalty transactions are not enabled on your device, you will not see the Reward option
under HMS in the main menu.
2.6.1 Redeem an HMS gift card
Use Redeem when a customer uses an HMS gift card as payment for goods or services.
1. To process a gift card sale, click HMS > Redeem on the main menu.
Note: If loyalty transactions are not enabled on your device, you will not see the Loyalty
button.
2. Enter card data or type the phone alias.
3. Type the subtotal and tip amount.
4. Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.6.2 Load an HMS gift card
Use Load when a customer wants to add funds to an HMS gift card.
1. To process a gift card load, click HMS > Load on the main menu.
2. Enter card data or type the phone alias.
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3. Type the amount to load onto the gift card.
4. Click Process.
Step Result: The transaction result page is displayed.
2.6.3 Make an HMS gift card balance inquiry
Use Balance Inquiry to find out how much a customer has left on an HMS gift card.
1. To make a gift card balance inquiry, click HMS > Balance Inquiry on the main menu.
2. Enter card data or type the phone alias.
3. Click Process.
Step Result: The transaction result page displays the balance amount and other card
information.
2.6.4 Transfer funds
Use Transfer to move money from one HMS gift card to another.
1. To process a gift card transfer, click HMS > Transfer on the main menu.
2. Type the original card number and the new card number.
3. Click Process.
Step Result: Any amount on the old card is transferred to the new card. The old card is
deactivated.
2.6.5 Add an alias
Aliases are phone numbers that can be added to an HMS card to be used to identify the card's
owner.
1. To add an alias to an HMS card, click HMS > Add Alias on the main menu.
2. Type the card number and the alias phone number.
3. Click Process.
Step Result: The phone number can now be used as the gift card number.
2.6.6 Remove an alias
Use Remove Alias to remove an alias from an HMS gift card an alias.
1. To remove an alias from an HMS card, click HMS > Remove Alias on the main menu.
2. Type the card number and the alias phone number.
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3. Click Process.
Step Result: The phone number now cannot be used as the gift card number.
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2.7 PrePaid transactions
Use the Heartland Portico Virtual Terminal to process PrePaid card transactions.
2.7.1 Process a PrePaid card sale
Use the PrePaid Sale when a customer uses a PrePaid card as payment for goods or services.
1. To process a PrePaid card sale, click PrePaid > Sale on the main menu.
2. Enter card data.
Step Result: The Card Number andExpiration Date fields are filled in.
3. Type the information in the remaining fields. The fields displayed may vary depending on the
merchant setup.
4. To process a sale for the same card and amount as a previous sale, check Force Duplicate.
Without this indication, the current transaction would be rejected.
5. Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.7.2 Add value
Use Add Value to add money to a PrePaid card.
1. To add money to a PrePaid card, click PrePaid > Add Value on the main menu.
2. Enter card data.
Step Result: The Card Number andExpiration Date fields are filled in.
3. Type the information in the remaining fields. The fields displayed may vary depending on the
merchant setup.
4. To process a sale for the same card and amount as a previous sale, check Force Duplicate.
Without this indication, the current transaction would be rejected.
5. Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.7.3 Make a balance inquiry
Use Balance Inquiry to find out how much a customer has left on a PrePaid card.
1. To make a PrePaid card balance inquiry, click PrePaid > Balance Inquiry on the main menu.
2. Enter card data.
3. Type the information in the remaining fields.
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4. Click Process.
Step Result: The transaction result page displays the balance amount and other card
information.
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2.8 EBT transactions
Use the Heartland Portico Virtual Terminal to process EBT transactions.
2.8.1 Process a food stamp sale
Use the Food Stamp Sale when a customer uses an EBT card as a food stamp payment for food.
1. To process a food stamp sale, click EBT > Food Stamp Sale on the main menu .
2. Enter card data.
Step Result: If the card is swiped, the Card Number, Expiration Date, and Name fields are
filled in.
3. Type the information in the remaining fields.
4. To process a sale for the same card and amount, check Force Duplicate. Without this
indication, the current transaction would be rejected.
5. Click Process.
6. The customer enters the personal identification number (PIN) on the PIN Pad and presses
Enter.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.8.2 Process food stamp voucher sale
Use the Food Stamp Voucher sale when a customer uses an EBT card as payment for food and you
have a voice authorization. The voucher is usually used when you do not have an Internet
connection.
Note: Food Stamp Voucher is only available to merchants who were processing EBT prior to
March 2014.
1.
2.
3.
4.
5.
6.
To process a food stamp voucher sale, click EBT > Food Stamp Voucher on the main menu.
Enter card data.
Call the appropriate voice authorization center and type the authorization code.
Type the Voucher Number.
Type information into the remaining fields.
Click Process.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
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2.8.3 Process a cash benefit sale
Use the Cash Benefit Sale when a customer uses an EBT card as a cash benefit payment.
1. To process a cash benefit sale, click EBT > Cash Benefit Sale on the main menu .
2. Enter card data.
Step Result: If the card is swiped, the Card Number, Expiration Date, and Name fields are
filled in.
3. Type the cashback amount, if desired.
4. Type the information in the remaining fields.
5. To process a sale for the same card and amount as a previous transaction, check Force
Duplicate. Without this indication, the current transaction would be rejected.
6. Click Process.
7. The customer enters the personal identification number (PIN) on the PIN Pad and presses
Enter.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.8.4 Process a food stamp return
Use the Food Stamp Return when a customer returns merchandise from an EBT card food stamp
transaction.
1. To process a food stamp return, click EBT > Food Stamp Return on the main menu.
2. Enter card data.
Step Result: If the card is swiped, the Card Number, Expiration Date, and Name fields are
filled in.
3. Type the information in the remaining fields.
4. To process a return for the same card and amount, check Force Duplicate. Without this
indication, the current transaction would be rejected.
5. Click Process.
6. The customer enters the personal identification number (PIN) on the PIN Pad and presses
Enter.
Step Result: The transaction result page displays the issuer authorization response (for
example, Approved).
2.8.5 Make a food stamp balance inquiry
Use Food Stamp Balance Inquiry to find out how much a customer has left on an EBT card.
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1. To make a food stamp card balance inquiry, click EBT > Food Stamp Balance Inquiry on the
main menu.
2. Enter card data.
3. Click Process.
Step Result: The transaction result page displays the balance amount and other card
information.
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2.9 Reports
Use the reports to see summary and detailed information about current and past batches. You can
print the reports, export them, or save them in a number of file formats.
Note: Reports can take up to two minutes to generate and print. Do not click Print again or try to
close the print dialog, as this can cause errors.
You can perform the following actions in Reports:
2.9.1 Run a current batch summary report
Use the current batch summary report to get general information about your batch in progress.
1. To run the current batch summary report, click Reporting > Current Batch Summary on the
main menu.
Step Result: The batch summary report is displayed.
Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
2.9.2 Run a current batch details report
Use the current batch details report to get detailed information about your batch in progress.
1. To run the current batch summary report, click Reporting > Current Batch Details on the
main menu.
Step Result: The batch details report is displayed.
Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
2. To close the current batch, click Close Batch. See Close a batch for more information.
Note: When printing this report, some data is truncated. All data is displayed and exported.
2.9.3 Run a find transactions summary report
Use the find transactions summary report to find transactions based on a small set of search criteria.
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1. To run the find transactions summary report, click Reporting > Find Transactions Summary
on the main menu.
2. Type any combination of search criteria. Leave the fields blank to see all transactions.
3. Click Search.
Step Result: A summary of transactions meeting the search criteria is displayed.
Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
2.9.4 Run a find transactions details report
Use the find transactions details report to locate transaction records. This is the preliminary process
for processing a return or void. Depending on the type of information that you have, you may either
key the Transaction Number or narrow your search criteria based on the numerous fields.
1. To run a find transactions details report, click Reporting > Find Transactions Details on the
main menu.
2. Type the Transaction Number or any combination of search criteria.
Note: Leave the fields blank and set the Status to "All Approval" or "All Statuses" to retrieve a
general list of transactions.
3. To see voids in the list, check Include Voided Transactions.
4. Click Search.
Step Result: A list of transactions meeting the search criteria is displayed.
5. To export the list:
a. Click the Click to Export icon in the top right-hand corner and select the file format for
the export (XML, PDF, CSV, Tab Delimited, or Excel).
Step Result: The Save As window displays with file type selected.
b. Type a name for the file.
c. Select a location.
d. Click Save.
Note: If you select the CSV file type, any commas in the exported data will be removed and amount
fields will be exported with the $ and decimal (for example, $1576.32).
6. Click on the transaction number of the desired transaction.
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Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
Note: PayPlan customers have additional search criteria and see additional information in the
report results. They can search on Schedule ID. In the report results, a column for the
Schedule ID displays. PayPlan users can click on the Schedule ID to display the View/Edit
Schedule page. PayPlan users can also click on the Customer ID to display the the View
Customer page.
2.9.5 Run an open authorizations report
Use the open authorizations report to locate authorizations that have not been closed.
1. To run a find transactions details report, click Reporting > Open Authorizations on the main
menu.
2. Type the Transaction Number or any combination of search criteria.
Note: Leave the fields blank and set the Transaction Type to "All" to retrieve all open
authorizations.
3. Click Search.
Step Result: A list of open authorizations meeting the search criteria is displayed.
4. To export the list:
a. Click the Click to Export icon in the top right-hand corner and select the file format for
the export (XML, PDF, CSV, Tab Delimited, or Excel).
Step Result: The Save As window displays with file type selected.
b. Type a name for the file.
c. Select a location.
d. Click Save.
Note: If you select the CSV file type, any commas in the exported data will be removed and amount
fields will be exported with the $ and decimal (for example, $1576.32).
6. Click on the transaction number of the desired transaction.
Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
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2.9.6 Run a fraud decline details report
Use the fraud decline details report to review eCommerce transactions that were declined by
Heartland’s Advanced Fraud Screening (AFS) service.
Note: This report option only displays when the following conditions are all true:
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Device is configured for eCommerce
Merchant is enrolled in AFS service
User has a Merchant Manager or Merchant Admin role
1. To run a fraud decline details report, click Reporting > Fraud Decline Details on the main
menu.
2. Type the Transaction Number or any combination of search criteria.
Note: Leave the fields blank and set the Transaction Type to "All" to retrieve all transactions
declined by the AFS service for the current date.
3. Click Search.
Step Result: A list of transactions meeting the search criteria is displayed.
4. To export the list:
a. Click the Click to export icon in the top right-hand corner and select the file format for
the export (XML, PDF, CSV, Tab Delimited, or Excel).
Step Result: The Save As window displays with file type selected.
b. Type a name for the file.
c. Select a location.
d. Click Save.
Note: If you select the CSV file type, any commas in the exported data will be removed and amount
fields will be exported with the $ and decimal (for example, $1576.32).
5. To see transaction details, click the transaction number of the desired transaction.
Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
2.9.6.1 Override a fraud decline
Use the Override action to initiate an identical request that will by-pass the AFS service.
Override is allowed if the following conditions are true:
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Transaction date must be within three calendar days
Transaction has not already been overridden
Card Brand is Visa, MasterCard, or American Express
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The far right column of the report has an Action column. If override is allowed, the override text
displays in red. If either of the above conditions is false, the override text displays in black.
The Override option is also available from the Detailed results page (action icon at the top of the
screen). Click the transaction number to open the Details results page. If an override is allowed, the
override transaction icon will display at the top of the page.
2.9.7 Run an historical batch report
Use the historical batch report to find information on previously closed batches.
1. To run the historical batch report, click Reporting > Historical Batch on the main menu.
2. Type or select the Start and End Date search criteria.
Note: Leave the fields blank to see all transactions.
3. Click Search.
Step Result: A list of batch summary records meeting the search criteria is displayed.
4. Click Summary for a batch to see a summary report.
5. Click the Batch ID number to see the batch details.
Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
2.9.8 Run an HMS details report
Use the HMS details report to locate gift and loyalty transaction records.
1. To run an HMS details report, click Reporting > HMS Details on the main menu.
2. Type the Transaction Number or any combination of search criteria.
Note: Leave the fields blank and set the Status to "All Approval" or "All Statuses" to retrieve a
general list of transactions.
3. To see voids in the list, check Include Voided Transactions.
4. Click Search.
Step Result: A list of transactions meeting the search criteria is displayed.
5. Click on the transaction number of the desired transaction.
Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
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2.9.9 Run a check details report
Use the check details report to locate check transaction records.
1. To run a check details report, click Reporting > Check Details on the main menu.
2. Type the Transaction Number or any combination of search criteria.
Note: Leave the fields blank and set the Status to "All Approval" or "All Statuses" to retrieve a
general list of transactions.
3. To see voids in the list, check Include Voided Transactions.
4. Click Search.
Step Result: A list of transactions meeting the search criteria is displayed.
5. Click on the transaction number of the desired transaction.
Note: The Results per page defaults to 25, but can be adjusted manually to increase the results to
50, 75, or 100. If you have multiple pages on the report, use the paging functionality in the
lower right-hand corner. You can click the arrow or manually enter the page number to go
directly to that page.
2.9.10 Open the InfoCentral reporting site
Use the InfoCentral reporting option to sign in to the InfoCentral reporting site. If you are not a
current Heartland customer or have not been set up with an InfoCentral account, contact Heartland.
1. To open the InfoCentral reporting site, from the main menu click Reporting > InfoCentral
Reporting.
2. Type the user name and password in the appropriate fields.
3. Click Login.
Step Result: Your InfoCentral reporting site is displayed.
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2 Procedures
2.10 Administrative tasks
The Heartland Portico Virtual Terminal requires some administrative tasks. The ability to perform
these tasks depends on your assigned role.
2.10.1 Close a batch
Use Close a batch to close the current open batch.
1. To close the current batch, click Admin > Close Batch.
2. Click Yes.
Step Result: A status notification is displayed.
2.10.2 Settings
Use the Admin > Settings page to modify application settings and get hardware driver updates.
2.10.2.1 Add or edit the receipt footer
The receipt footer is a message that is printed at the bottom of receipts.
1. To add or edit the receipt footer, from the main menu click Admin > Settings.
2. Type the new message or modify the existing message in the text field.
3. Click Save.
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2 Procedures
2.10.2.2 Configure the input hardware
Use the Hardware tab in Settings to configure your input devices. Refer to the Peripheral Guide for
details on configuring your device(s).
2.10.2.3 Name a terminal device
Use the Device tab in Settings to name to your terminal devices.
1.
2.
3.
4.
To name your input devices, from the main menu click Admin > Settings > Device.
Select a terminal device number.
Type a name for the device.
Click Save.
2.10.2.4 Update hardware drivers
Use the Hardware Drivers tab in Settings to update the driver software for your supported peripheral
devices.
Note: Some drivers are specific to the operating system. Verify your computer's operating system
prior to updating any drivers.
1. To update your hardware drivers, click Admin > Settings > Hardware Drivers on the main
menu.
2. Click the applicable operating system link for the peripheral device.
3. Follow the prompts.
4. Click Save.
2.10.3 Create new user
An Administrator has the ability to create new users and assign specific roles to them.
1. To create a new user, click Admin > User Management.
Step Result: The InfoCentral login page opens in a browser.
2. Type the user's information in the appropriate fields.
3. Click Login.
Step Result: The merchant InfoCentral start page is displayed.
4. Click Access > Manage Users.
Step Result: The Manage Users page displays with your user information.
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2 Procedures
5. Click New +.
6. Type the user's information in the appropriate fields and select the access level from the Job
Level drop-down list.
7. Click Next.
8. To set access for the InfoCentral reporting, verify the correct access level is selected and click
Assign.
Step Result: The assigned access populates in the grid.
9. To set access for the Portico Virtual Terminal application, click Grant Custom Access.
Step Result: A Search option displays, and below that, a list of the user's current locations.
10. To search for another location, type the merchant information in the applicable fields and click
Search.
Note: To go back to the original list of locations, leave the fields blank and click Search.
11. Check the boxes of the location(s) for which the user will need VT permissions.
Step Result: A list of pre-designated custom roles populates in the box to the right.
12. Find the Portico Virtual Terminal role appropriate for the user (see Permissions by role chart)
and click Assign.
Step Result: The selected role populates in the Assigned Access grid above (you may need
to scroll up to see this).
13. Assign any additional roles.
Note: Most users will have only one HIC access level and one VT access level.
14. To customize access, see Customize access.
15. Click Next.
Step Result: The Summary page displays. The Default Device is blank. You must select a
default device, or the user will not be able to log in.
16. Next to Portico Virtual Terminal, click Edit.
Step Result: The Portico Virtual Terminal pop up displays.
17. Select a default device from the drop-down list.
18. Click OK.
19. Click Create User.
Step Result: The new user is created. An email is sent to complete user setup, allowing the
user to set up their user name and password.
20. Click OK.
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2 Procedures
Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
2.10.3.1 Permissions by role
Permitted
action
Sale
Clerk Manager Reporting Reporting/ Admin
user
Trxn user
X
Return
X
X
X
X
X
Offline sale
X
X
X
Account verify
X
X
X
Void
X
X
X
X
Current batch
X
X
Add to batch
X
X
X
Adjustment
X
X
X
Authorization
X
X
X
Offline authorization
X
X
X
X
X
HMS gift card activate
X
X
HMS gift card redeem
X
X
X
HMS gift card balance inquiry
X
X
X
X
X
HMS gift card reload
HMS gift card balance transfer
X
X
X
HMS gift card add alias
X
X
X
HMS gift card adjustment
X
X
X
HMS loyalty card reward
X
X
X
X
X
X
X
X
X
HMS gift card void
PrePaid sale
X
PrePaid add value
PrePaid balance inquiry
X
X
X
EBT food stamp purchase
X
X
X
EBT food stamp voucher purchase
X
X
X
EBT cash benefit purchase
X
X
X
X
X
EBT food stamp return
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2 Procedures
Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
Permitted
action
Clerk Manager Reporting Reporting/ Admin
user
Trxn user
EBT balance inquiry
X
X
X
Check sale
X
X
X
Check void
X
X
Close batch
X
X
X
X
Historical batch
X
X
X
X
Find transactions
X
X
X
X
Receipt template
X
X
User management
X
X
Device name
X
X
Fraud override decline
X
X
PayPlan view
X
X
PlayPlan modify
X
X
PayPlan delete
PayPlan one-time charge
X
X
X
X
X
X
X
X
X
X
X
2.10.3.2 Customize access
During the process to create a new user, it is possible to customize the access given to a user. At an
indicated point in the Create new user process, do the following:
1. Click Grant Custom Access.
2. Type the business name in the DBA Name field and click Search.
Note: The search is optional, as the user's locations will populate in the grid below the search.
To go back to the original list of locations, leave the fields blank and click Search again.
3. Select the location or locations from the Select User's Locations list.
Step Result: The Assign Access list populates with the available roles.
Note: You can also create a custom role at this point. See Add a custom role.
4. Click Assign by the desired roles.
5. Resume the steps indicated in Create new user.
2.10.3.3 Add a custom role
During the process to grant custom access, it is possible to add a custom role to the list. At an
indicated point in the Customize access process, do the following:
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Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
1.
2.
3.
4.
5.
2 Procedures
Click Add Custom Role.
Type a name and description for the custom role.
Click Add next to the desired privileges.
Click OK.
Resume the steps indicated in Customize access.
2.10.4 Send error report
Use the Send Error Report function to report an error to Heartland. This report can only be sent
when you have internet connectivity. If your internet is down, please wait until the connection is
restored before sending the report.
If you experience any issue with VT that requires you to log out and log back in again, please send
the error report after logging back in.
This will enable us to improve the product and your user experience.
1. To send a report, click Admin>Send Error Report.
2. Use the Comments section to fill in details about the error, such as the sequence of events
before the error or the screen where the error occurred.
3. Click Send.
Step Result: A status notification is displayed.
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Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
3 Contact support
3 Contact support
If you need further assistance:
l
l
To see the support phone number, click Support on the main menu.
To send an email to Portico VT Support, click Support > Email Support.
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Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
4 Appendices
4 Appendices
Appendix A: Issuer decline codes
Table 4.1: Credit/Debit/PayPlan add credit card
Brand(s)
Code
Response
Any
02
CALL
Any
03
TERM ID ERROR
Any
04
DO NOT HONOR DUE TO AVS/CVV SETTINGS
Any
05
DECLINE
Amex
06
ERROR
Any
12
INVALID TRANS
Any
13
AMOUNT ERROR
Any
14
CARD NO. ERROR
Any
15
NO SUCH ISSUER
Visa, Disc
19
RE ENTER
Visa, MC, Disc
41
HOLD-CALL
Visa, MC
43
HOLD-CALL
Visa, Amex, Disc
44
HOLD-CALL
Any
51
DECLINE
Visa
52
NO CHECK ACCOUNT
Visa, Disc
53
NO SAVE ACCOUNT
Visa, MC, Amex
54
EXPIRED CARD
Disc
56
INVALID CARD
Visa, Disc
57
SERV NOT ALLOWED
Visa, Amex, Disc
58
SERV NOT ALLOWED
Visa, MC, Disc
61
DECLINE
Visa, MC, Disc
62
DECLINE
MC, Disc
63
SEC VIOLATION
Visa, MC, Disc
65
DECLINE
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Portico VT Online User GuidePeripheral GuideTransition Guide, v2.11—December 2015
Brand(s)
Code
4 Appendices
Response
MC
76
CARD NO ERROR
Amex, Disc
76
NO ACTION TAKEN
Amex, Disc
78
NO ACCOUNT
Visa, MC, Disc
91
NO REPLY
Visa, MC, Disc
96
SYSTEM ERROR
Visa
EB
CHECK DIGIT ERR
MC, Amex, Disc
EC
CID FORMAT ERROR
Visa, Amex
N7
CVV2 MISMATCH
Table 4.2: PayPlan
User action
Possible error messages in Response
Add/Edit
Customer
CustomerIdentifier already in use
Add/Edit
Schedule
ScheduleIdentifier already in use
Delete
Payment
Method
This Payment Method is assigned to Active Schedules. Update schedules with alternate
payment data before deleting the payment method.
Edit Payment
Method
This Payment Method is assigned to Active Schedules. Update schedules with alternate
payment data before inactivating the payment method.
Delete
Customer
Customer has Active Schedules. Inactivate schedules before deleting the Customer.
Appendix B: Healthcare MCCs
Merchants with healthcare MCCs have some restrictions on the data that can be entered into the
Portico VT. These restrictions are in place to help prevent the input of protected health information.
Data entry for the Purchase Order, Invoice, and Customer ID fields is limited to max of eight digits;
alpha characters are not allowed.
The affected MCCs are:
l
l
l
l
l
4119 Ambulance Services
5047 Dental/Lab/Medical/Ophthalmic Hospital Equip & Supplies
5122 Drugs, Drug Proprietaries, and Druggists Sundries
5912 Drug Stores, Pharmacies
5975 Hearing Aids-Sales, Service, Supply Stores
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l
l
l
l
l
l
l
l
l
l
l
l
l
l
l
4 Appendices
5976 Orthopedic Goods-Artificial Limb Stores
7277 Debt, Marriage, Personal-Counseling Service
7298 Health and Beauty Spas
8011 Doctors-not elsewhere classified
8021 Dentists, Orthodontists
8031 Osteopathic Physicians
8041 Chiropractors
8042 Optometrists, Ophthalmologists
8043 Opticians, Optical Goods, and Eyeglasses
8049 Chiropodists, Podiatrists
8050 Nursing and Personal Care Facilities
8062 Hospitals
8071 Dental and Medical Laboratories
8099 Health Practitioners, Medical Services-not elsewhere classified
Delete this text and replace it with your own content.
Appendix C: Revision description
This section contains the itemized list of changes to the current version of the document. For
information on past versions of the document, see the revision history section in that version.
Table 4.3: Current Revision Description
Chapter/
Appendix
Section
Change Description
Procedures / Credit
card transactions
2.2
Added note about Healthcare MCCs.
Procedures / Check
transactions
2.4
Added note about Healthcare MCCs.
Procedures / Check
transactions
2.4.1
Deleted sentence about the SEC code for eBronze from the
first paragraph.
Procedures / Check
transactions
2.4.2
Changed sentence about depositing the physical check into a
note.
Procedures/ PayPlan
transactions
2.5.5.2
Deleted step about clicking Information taken by phone, as it
isn't supported for ACH (was step 6).
Appendices
Appendix
B
Added appendix for Healthcare MCCs.
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58
