PayPoint Consumer Paymemts Integration Guide 5.8.22.pdf

<Consumer Payments> <Integration Guide>

May 8, 2022 22.05.08

<Consumer Payments>® Disclaimer Fiserv

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© 2022 Fiserv, Inc. All rights reserved. This document contains confidential and proprietary information of Fiserv, Inc.

You may not disclose, copy or use any portion of these materials for any purpose without the express written consent of Fiserv, Inc. All trademarks, service marks and trade names referenced in this material are the property of their respective owners. Periodic revisions to this manual are issued to reflect technical changes and enhancements to the system and to ensure that all information contained herein remains current and accurate.

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Table of Contents Disclaimer

Revision History

1.0 Introduction

Consumer Payments Process The MyWay Insurance Integration Your Applications Supported by Consumer Payments

2.0 Consumer Enrollment and Authentication

Business Authentication Data

Non-Enrolled Users Enrolled Users

Identifying Your Authentication Model

3.0 General Site Design Planning

Interactive Voice Response (IVR) Considerations

Payment Methods and Responses by IVR Website Considerations Creating Your Application Settings

4.0 Consumer Payments Design Planning and Integration

Consumer Payments Management Accessing Consumer Payments Management Application Options Design

The Anatomy of a Consumer Payments Web Page Design Page Options Page Settings

Image Settings Theme Selection Standard Themes Custom

1. Using the Color Picker

2. Entering the Hexadecimal Value for the Color

Define Standard Text Fonts Using a Different Theme for Agency and Site Level Menus Using the Same Theme for Agency and Site Level Menus

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Using the Default Custom Text

Page Footer Email Challenge (Also Used in Summary Bill Presentment) Bill Review Make Payment Payment Review Payment Complete Enrollment Login Enrollment Verify Enrollment Create Enrollment Edit Account

Copy Enrollment Management Data Management

Upload File and Secure FTP Processing Upload File Using Consumer Payments Management Secure FTP Processing

Advanced Query String Data Transmission Options Data Management Options

Data Management Main Menu without Summary Bill Presentment Data Management Main Menu with Summary Bill Presentment

Custom Data Custom Data for IVR Only and IVR/Web-Enabled Sites Custom Data for Web-Enabled Sites Only Data Field Listings Check Digit Calculations IVR Data Types Adding Additional Data Items Manage Uploads Preview File Specification

File Specifications without Summary Bill Presentment File Specifications with Summary Bill Presentment User-Entered Custom Data Displaying Bill Data Paid Outside of Consumer Payments

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How Data Is Stored In Consumer Payments Upload File

Search Data Custom Data without Summary Bill Presentment Custom Data with Summary Bill Presentment Custom Data without Summary Bill Presentment Custom Data with Summary Bill Presentment

Remove Data Custom Data without Summary Bill Presentment Custom Data with Summary Bill Presentment

Advanced Query String Implementation Data Sent To Consumer Payments Process to Create the Query String Data Sent From Consumer Payments Hash Option for Query String Returned From Consumer Payments

Standard Hash Support Advanced Hash Support

Return URL Re-Direction Options Encryption Option

HTTP Post Integration

5.0 Implementing Auto Pay

Requirements Design Data Management

Custom Data Manage Uploads Scheduling Payments

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Disclaimer The material presented in this guide is for general guidance only. First Data Corporation, which is now Fiserv, does not represent or warrant that this is the only information available or the only information that should be considered when deciding to implement an electronic payment processing solution. Fiserv shall not be held liable for any losses caused by reliance on the accuracy, reliability or timeliness of this information. Portions of such information may not be useful or applicable to an entity's particular circumstance. Any person or entity that relies on any information obtained from this guide does so at his or her own risk.

Revision History Fiserv

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Revision History Date PayPoint® release Section Updates

01/24/2021 21.01.24 The guide was reviewed and there are no updates from the 21.01.24 Release

02/14/2021 21/02/14 The guide was reviewed and there are no updates from the 21.02.14 Release

07/11/2021 21/07/11 Documentation for the Encryption Option has been updated. Information about RSA and AES encryption has been added.

08/15/2021 21.08.15 3.0 General Design Planning Information about the Return URLs Boarding option/setting has been updated. This is for HTTP API integration only.

10/10/2021 21.10.10 The guide was reviewed and there are no updates from the 21.10.10 Release

01/09/2022 22.01.09 The guide was reviewed and there are no updates from the 22.01.09 Release

03/06/2022 22.03.06 The guide was reviewed and there are no updates from the 22.03.06 Release

05/08/2022 22.05.08 The guide was reviewed and there are no updates from the 22.05.08 Release

Introduction Fiserv

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1.0 Introduction

Consumer payments is a readymade point of sale payment processing solution available through web and interactive voice response (IVR) channels. This solution provides the customer-facing front-end interface to all PayPoint existing gateway capabilities for organizations that are looking for a way to collect electronic payments with limited effort.

This user-friendly solution is designed to reduce your implementation costs, maximize responsiveness to your customers and increase your maximum payment processing potential.

Consumer payments was designed to meet your business requirements for many different types of implementations.

• Deployment Models – Consumer payments supports a wide range of deployment models involving Business to Consumer (B2C), Business to Business (B2B) and Business to Government (B2G). Your organization may offer the Consumer Payments solution to your Consumers, other Businesses or Government agencies to make payments. For example consumers may use this solution to pay a utility bill payment, businesses may make payments for services provided by other businesses and businesses may pay for permits or services rendered by local, state or federal governments

• Payment Methods – Consumer payments supports collecting payments through all major credit cards, eCheck and PINless debit. It supports Card Not Present (one time payments, recurring biller payments and summary electronic bill presentment and payment) as well as card present (that is, Counter sales)

• Fully Scalable – Consumer payments was designed for scalability and can be used as a single biller or can be implemented as an enterprise/aggregator model. This means that your organization can deploy this to many different and diverse customers. You can use the consumer payments design toolkit to make each application consistent with each customer’s product branding

• Fast Track Implementation – Since consumer payments is a readymade application and contains its own user interface design toolkit, web development from your staff is not required. Therefore design to production is very quick

• Application-Specific Branding and Customization – Using the consumer payments standard design toolkit, you can customize your consumer payments applications to be a seamless transition from your home web-site. Key features of consumer payments are the use of URLs that include custom names you provide (friendly URLs), a toll-free telephone number for the IVR and custom web theming which includes styling and page content and also integrates with custom data collection.

The web and IVR both also fully support multiple languages. The currently supported languages are English and Spanish

• Fully Hosted Solution – Your consumer payments solution runs in highly secure, scalable and redundant hosting facilities. The consumer payments solution is fully monitored to detect and prevent security breaches at this data center. System availability, security and redundancy are mission critical at Fiserv

• Different Authentication Models – Consumer payments supports the flexibility of using enrolled or unenrolled users for each application

• Biller Data Management – Consumer payments accepts custom data sent real-time through query strings from your home web-site or from files sent through the web or batch. The custom data is searchable and maintenance features include the ability to purge records as needed. You have the ability using the design toolkit to create your data specifications and data order. This would allow you to use your existing data files, if necessary

Consumer Payments Features:

• Readymade Point of Sale Payments System

• Web and/or IVR-based

• Quick Design to Production

• Your Development only needed for Data Files

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• Dynamic Payment Collection – The payment collection that your consumers will experience is dynamically driven off the choices you make in boarding your clients onto our system. There are a variety of options available such as use of address verification, CVV2, enrollment, payment channels (Credit, Debit, eCheck) and types of cards excepted and so on

• Enrollment Features (Web-Users Only) – If your implementation requires enrolled users, in addition to making payments, your customers may also view their payment history, store account information with optional user-entered unique account name, enroll to many payment applications and maintain scheduled payments

• Scheduled Payments – Consumer payments support two types of scheduled payments – Recurring payments and payments that are automatically paid on the due date (auto pay)

• Recurring Payments is a feature that allows the web user to schedule repeat fixed amount payments based on fixed periods (that is, weekly, monthly and bi-monthly, quarterly, semi-annually or yearly). Your customers may also identify the specific date when the payments should be stopped and select the day of the week the payment should be submitted

• Auto Pay follows a more traditional bill pay solution by providing users the ability to enable auto pay and define the full payment, minimum payment or fixed payment amount they want to make. The actual date and occurrence of the bill payment is set by you as the due date

• Payment Management Support – Consumer payments supports a bill summary presentment model that will display bills that have been paid or not paid for the last twelve periods. If you wish to also show payments made outside a consumer payments, you may upload this data flagged as paid or historical

• International Address And Phone Number Support – Consumer payments can accept international address and phone information from your users. This is a feature that may be enabled by application and is documented as part of your boarding process. Your users can then enter their Country of Origin, Address, Province, Zip Code and Phone Number. Information entered may be from the standard and extended ASCII character sets which supports North America, South America and most of Europe. When deciding whether to accept international addresses, it is important to determine if this is supported by your payment processors

• Web-Site Features – Since the URL may contain common names that you create; you can reference this URL in your mailings, statements or link to consumer payments directly from your home-site. One option for using the URL link is by simple redirection where the static URL is used to connect the user to consumer payments. The other option is by advanced query string where the redirection may contain dynamic data relative to the user. This query string could send total payment due, customer authentication data, billing information, session identifiers and a return URL which will take the user back to your site. After the user submits payment and clicks exit, the payment data can then be sent back to your home-site using the return URL. This would include payment results, session identifier, and biller identifier and confirmation number. No account data would be sent back to your site

• IVR Features – If enabled, the IVR would be offered to all of your applications per organization or site. A toll-free number per site will be provided for your customer use. The IVR is used for un-enrolled payments only

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Consumer Payments Process The consumer payments process begins when your customer wants to transact a payment electronically. The consumer initiates the payment transaction by using the consumer payments IVR or web. Web-only users, depending on your program requirements, may also have additional functionality to view a summary bill presentment or enroll using a valid email address. An enrolled user to the web may also create recurring payments (if enabled), save account data, view payment history and cancel pending payments. The IVR is only used by non-enrolled users to make payments.

After the payment is submitted, the transaction is processed through the PayPoint payment gateway and the customer receives a payment result real-time. You will receive summary bill data and a payment posting file from the consumer payments transactions along with other payments that were processed through your existing applications directly into PayPoint. All money collected will be posted to your account at your financial institution.

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The MyWay Insurance Integration

Throughout this guide, we will reference a fictional insurance company, MyWay Insurance.

This will allow you to see how the different features and functionality of

Consumer payments can be integrated. For this example, MyWay insurance has three different divisions or agencies – Employers, Insurance brokers and members. Each agency has different applications, some of which will utilize consumer payments.

More information about MyWay insurance will be described as we explain the different features and functionality of consumer payments.

Your Applications Supported by Consumer Payments Consumer payments can be integrated within all types of organizations and can support organizations that consist of a single agency or multiple agencies. An agency is a generic term used to describe a functional group within your organization. Other terms you could use to describe agency could include department, division or sub-organization. Your type of organization and how you will deploy the consumer payments functionality will help determine how consumer payments will be implemented.

The back-office functions available to organizations deploying consumer payments allow you to easily manage payment activity at any level of your organization.

Part of your initial boarding on PayPoint will included defining your organizational structure including the types of agencies and which applications will be offered under each agency.

Our MyWay insurance example below shows the diversity of ways your organization can mix and match your payment options under a single enterprise. In Our example, there are some applications that will utilize consumer payments and others that will be offered through existing input channels of the enterprise such as existing web, IVR or kiosk solutions where they want a seamless transaction process for the consumer. In the cases where the payment collection is integrated into existing interfaces, you may choose to use our Web Service and http API (Application Programming Interface).

2.0 Consumer Enrollment and Authentication Fiserv

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2.0 Consumer Enrollment and Authentication

Consumer payments was designed to recognize that different applications require different authentication methods collecting payments from non-enrolled and enrolled users. Non-enrolled users do not register but call or come to the consumer payments applications without logging in. Enrolled users register to use the consumer payments site using a valid email address and create a web password.

Each time, this enrolled user must login to use the web-site.

Business Authentication Data Regardless if you chose to enable enrollment you always have the choice to enable a business authentication process into your payment collection by preloading customer authentication content to the consumer payments system. This is accomplished by the use of business authentication or challenge data. This is a data item that your users must enter before they may continue to view their bill and/or make payment. The authentication is based on one or more identifiers that in combination uniquely identify the customer with your organization and his/her bill. The MyWay insurance example includes the use of a Policy ID or employee number to authenticate the consumer. Adding consumer authentication is highly encouraged. This insures that the payment collection process has authenticated that the consumer is a valid customer of your business. If you are planning to offer eCheck payments, it’s a requirement of the NACHA operating rules that govern the collection and protection of consumers of electronic check or ach transactions.

Non-Enrolled Users Non-enrolled web or IVR users may make payments directly without registering with the consumer payments website. All IVR users are non-enrolled.

Non-enrolled users – Users call the IVR or come to the web-site directly and make payments by entering their account and billing information. These users may not view payment history, make recurring payments and their account information cannot be stored.

• Non-enrolled Users with Business Authentication Data – Users enter one or more identifiers (challenge data) and if these entries are valid, they may make payments by entering their account and billing information. These users may not view payment history, make recurring payments and their account information cannot be stored

If challenge data is used, this must be provided by your organization the data management section of this guide will explain the different ways your organization may transmit data to the consumer payments site. Challenge data can be used to retrieve customer/bill specific data such as name on account or amount due

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Enrolled Users Consumer payments supports user registration and enrollment. To self-enroll with the consumer payments web-site, a user must enter a valid email address and create a web password. The web password created must be at least eight alphanumeric characters containing at least one letter and one number but may not start or end with a number.

During boarding, you have the option to automatically validate the email address or require your customers to receive an email to complete the enrollment. It is recommended that you require validation by the customer from their own email account. Only when the customer would not have access to email would it be appropriate to automatically validate the email address. Also, the auto-validation of the email address is an application-level option and cannot be applied on an individual customer basis.

An email is sent to the user with a validation link. Once the user clicks on this link from their email, the user is registered to use the customer payments website. They then may click next and enter their email address and password and gain access to the website. At this point, the user selects a secret question that will be used for further authentication if the user forgets their password.

If a user forgets their password, they may click on the forgot password link and an email is sent to the user with a validation link to reset their password. This email also contains a validation code which must be entered on the reset password screen with the new password to reset the user password.

They then may click Next and enter their email address and newly created password. Since password reset is completely managed by the customer, there is no administrative maintenance required by your organization. Also, because the enrollment is done through the Consumer Payments, PIN or Password mailings are not used.

Enrollment login

Payment Type Selector

Summary Bill Review

Create/Edit Account

Payment Information

Create/Edit Enrollment

Payment Review

Payment Confirmation

Email Account Acctivation

Existing

First

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The advantages of using enrolled users are that, in addition to making payments, they can schedule recurring payments (if enabled for your application), cancel pending payments, view their payment history, maintain their password and store account information for ease and speed of making repeat payments.

Enrolled users – Users enroll using a valid email address and password and may make and cancel payments, view payments history and change their passwords. Once a user is enrolled, they may access any of the applications that require authentication under your site.

Enrolled users with business authentication data – Users enroll using a valid email address and password. When they use the web-site, they will be asked to enter their User ID (email address) and password. Once authenticated, the user may make and cancel payments, view payments history, schedule and maintain recurring payments, save account information and change their passwords. After they are logged in, they will then be asked to enter one or more identifiers (challenge data). For example, our MyWay insurance example may ask for Employer ID or Policy ID. These are identifiers which are provided by your organization.

The challenge data entered can be used to retrieve and display other user or billing information, such as balance owed, company name, user name, and so on both the challenge and display data must be provided by your organization. The data management section will describe this in more detail.

Once a user is enrolled, they may access any of the applications that require authentication under your site.

Identifying Your Authentication Model For each of your consumer payments applications, it is necessary to identify the authentication model to be used. Your business requirements will drive which model will be used. This information will be noted in your boarding documents.

Below are some considerations in choosing the enrollment and authentication model.

Requirement Enrolled User Enrolled User With Challenge Data Non-Enrolled User

Non- Enrolled User With Challenge Data

Support User Enrollment

X X

Account Data Can be Saved

X X

Recurring Payments May be Made

X X

Ability to View Payment History

X X

Make Payments by Web

X X X X

Make Payments by IVR

X X

Display Account Specific Data (That is, Balance Due, Policy Number, Employee Name)

X X

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IVR users are not enrolled but enrollment may be implemented at the application level for web users.

This means that you may require enrollment on some web applications but not all of them. Challenge data is also determined at the application level but will apply to both IVR, if enabled and Web platforms.

The MyWay Insurance example uses the following web models:

Agency Application Web Security Model Challenge Data Entered by User

Data Displayed to User on Payments Screen

Members Dental premiums Non-enrolled user with Challenge data

Member ID Plan number Amount due

Members Disability Non-enrolled user Not applicable Not used

Members Healthcare Enrolled user with challenge data

Policy ID Plan number Amount due

Members Life insurance Non-enrolled user Not applicable Not used

Members Vision Non-enrolled user Not applicable Not used

Employers Dental Enrolled user with challenge data

Employer ID Plan number Company name Employer ID Amount due

Employers Healthcare Enrolled user Not applicable Not used

Employers Life insurance Enrolled user Not applicable Not used

Insurance Brokers

Marketing packets Non-enrolled user Not applicable Not used

Insurance Brokers

Membership fees Enrolled user Not applicable Not used

Insurance Brokers

Training Non-enrolled user Not applicable Not used

3.0 General Site Design Planning Fiserv

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3.0 General Site Design Planning

Consumer payments site design planning provides the foundation for the start-up and on-going operations for your consumer payments application. This planning establishes the requirements using the Interactive Voice Response (IVR) and Web Systems.

Your overall program requirements will drive what is needed for your consumer payments application.

Consumer payments provides the flexibility to meet the needs of your organization and recognizes that supported groups within an organization may be very diverse in their business needs or may be very consistent. How consumer payments is integrated within your organization depends on this level of diversity.

As part of your planning, the following questions will need to be addressed:

1. Will you offer IVR and/or web access to your customers?

2. Will you offer multiple languages?

3. If you offer multiple languages, do you have resource support to test the translations?

4. What type of branding or logo or color theming would you like to use?

5. Which additional data would you like to integrate with consumer payments such as summary bill presentment or additional information about the user?

Interactive Voice Response (IVR) Considerations

The use of the IVR for pay by phone functionality may be an integral part of your consumer payments solution. Your customers may call a toll-free number, select an application and be lead through a payment collection process. Depending on your configuration, we may ask the caller to enter data to identify themselves such as Policy ID or employee number. The IVR may then present details of what the payment is being made for or collect additional data to be captured as part of the transaction. The caller will then enter the amount to be paid and their account information to complete the payment transaction.

Your IVR solution will depend on the following factors:

• Phone number selected: The IVR will use a toll-free number available to your customers. If your organization has an existing toll-free number that they would like to use, this number may be transferred to us for use. If you do not have an existing phone number and would like to use a specific number, we will attempt to identify if this number is available. Otherwise, we will obtain a toll-free number for your implementation.

• Multi-Agency or Multi-Application Sites: If consumer payments addresses the needs for multiple agencies or applications, a single phone number may be used to access all of your applications that utilize the IVR.

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• Multiple Language Support: Currently, the consumer payments IVR supports English and Spanish only. The languages offered affect all applications and cannot be limited to individual applications. If IVR is enabled, the default and number of languages for the IVR are the same as the web. Because a single toll-free number is used for your organization if you choose to enable multi-language support, it will be offered under all of your payment applications which are enabled for IVR

For IVRs using both English and Spanish, you will need to provide some application and agency identifying content to be played back to the caller in both languages. It is recommended that you identify a resource capable of performing a professional translation for best results. If needed, we can also provide professional translation services

For multiple language integrations, it is important that your organization engage testing resources who can assist in the review of the custom language content that you define for your selections and data collection, as part of your user acceptance testing. Usually if an organization offers multiple languages, they usually have staff that is proficient in these languages. Your staff members would be ideal candidates to help with your language testing

• Friendly Names: The names that you play to the caller for your site and each application are identified under the customer payments management option in the PayPoint administrative site. Your PayPoint administrator will have the ability to modify these names as needed

• Challenge Data and Custom Data: As part of your IVR, you will need to identify if you will be using challenge data (caller-entered), custom data (caller-entered) and which are custom playback data (played back to the caller). Challenge data is required for eCheck payments and is recommended but not required for credit or debit card payments

• Customer Interaction Options: Consumer payments IVR supports two options:

Speech recognition/touchtone combination: This script utilizes both verbal inputs and touchtone entries from the caller’s telephone keypad

Touchtone only: This script utilizes touchtone entries from the caller’s telephone keypad. The advantage of the touchtone only option is that any background noises will not be interpreted as verbal input to the script

The customer interaction option is an selection identified during boarding but can be switched once the IVR is in production

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Below is a flow diagram of the script using the Speech Recognition/Touchtone Option:

Welcome to the [Application. Site Name]

Consumer Payments IVR

For assistance in English, press 1.

Para asistencia en Espanol, marque dos.

Multiple Applications Please tell me which service you would like to make a payment for Your choices are:

Application Name 1, Application Name 2…

Single Application Would you like to make a payment for

[Application.SelectedApplicationName] Please say yes or no.

You have selected to make a payment for [Application.SelectedApplicationName]

Is this correct? Please say yes or no.

Prompt Caller for any Challenge Data (Please speak or key in your…)

You entered… Please say yes or no.

Playback all Custom Data Fields

Our records indicate that the amount due is [PaymentInformation.PaymentAmount] Is this the amount that you wish to pay?

Pease say yes or no.

Please speak or key in the amount that you wish to pay. When using your telephone’s keypad, use the star key to separate dollars and cents.

Playback Valid Payment Methods and Entry You may make your payment to

[Application.SelectedApplicationName] using a credit or debit or check card. Or you may make your payment using an electronic check.

You entered...If this is correct.

Please say yes or no.

Successful Response Your payment has been successfully initiated.

Your confirmation number for this payment is [PaymentInformation.ConfirmationNumber]

Failed Response Example We are sorry, but your payment was declined.

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Below is a diagram of the script using the Touchtone Only Option:

For assistance in English, press 1.

Para asistencia en Espanol, marque dos.

Failed Response Example We are sorry, but your payment was declined.

Successful Response Your payment has been successfully initiated.

Your confirmation number for this payment is [PaymentInformation.ConfirmationNumber]

You entered...If this is correct.

For Yes, Press 1. For No, Press 2.

Playback Valid Payment Methods and Entry You may make your payment to

[Application.SelectedApplicationName] using a credit or debit or check card. Or you may make your payment using an electronic check….

To pay by Credit Card, press 1 To pay by Debit Card, press 2

To pay by eCheck, press 3 To hear these options again, press 4

Please enter the amount that you wish to pay.

When using your telephone’s keypad, use the star key to separate dollars and cents.

Our records indicate that the amount due is [PaymentInformation.PaymentAmount] Is this the amount that you wish to pay?

For Yes, Press 1. For No, Press 2.

Playback all Custom Data Fields

Prompt Caller for any Challenge Data (Please speak or key in your…)

You entered… For Yes, Press 1. For No, Press 2.

You have selected to make a payment for [Application.SelectedApplicationName]

For Yes, Press 1. For No, Press 2.

Welcome to the [Application. Site Name]

Consumer Payments IVR

Multiple Applications Please tell me which service you would like to make a payment for Application Name 1, Application Name 2…

Single Application Would you like to make a payment for

[Application.SelectedApplicationName] For Yes, Press 1. For No, Press 2.

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Payment Methods and Responses by IVR Your payment methods are determined at your site, agency and application level and will be the same as the payment methods offered on the web.

There are different items that are collected depending on the payment method selected.

Payment Method Information Collected

Credit Card or Check Card

Card number, expiration date, CVV2 (if required), Zip code (if required)

PINless Debit Card number, expiration date eCheck Routing number, bank account type, bank account number

Below are the different payment responses for the IVR.

Response IVR Message

Success Your payment has been successfully initiated. Your confirmation number for this payment is [PaymentInformation.ConfirmationNumber] again, your confirmation number is [PaymentInformation.ConfirmationNumber] Please keep this number as proof of payment.

Payment Failure We are sorry, but due to technical difficulties we are unable to process your payment at this time. Your payment has not been completed.

Please try your call again later.

Payment Declined We are sorry, but your payment was declined.

Unaccepted Card Type We are sorry, but your card type is not accepted.

Whenever a payment is not successful, the caller will be offered an option to submit by a different method:

Speech Recognition: “Would you like to select another method of payment? Please say yes or no.”

Touchtone Only: “Would you like to select another method of payment?

For Yes, press 1. For No, press 2.

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Website Considerations Consumer payments also supports the processing of payments by web.

Depending on your configuration, your users may also be asked to enter data to identify themselves (challenge data). The web offers additional functionality for users that are enrolled to the site. Enrolled users have the additional functionality of scheduling recurring payments, saving account information, viewing payment history and canceling pending payments.

Once a customer is enrolled, any payment application which the customer may use for your business and/or other business that uses consumer

Payments will use the same enrollment account.

When setting up your consumer payments web, it is important to consider the following:

• Multiple Language Support – Depending on how you utilize your web addresses, you may offer English and/or Spanish at the application level. In the top left corner of each screen is an option to select the language. This option only appears when both Languages are offered. For each page that you provide custom text, you will also need to provide the Spanish translation. It is recommended that you identify a resource capable of performing a professional translation for best results. If needed, we can also provide professional translation services

• Integration with Your Site – Friendly Name URL There are different ways to integrate the consumer payments web with your existing web-sites.

This can be accomplished by using a simple link or by using an advanced query string

1. Simple Link You can link to consumer payments from your site or link from consumer payments back to your site. This is accomplished by presenting a link on your header or footers on the consumer payments pages.

The base URL will begin with thepayplace.com. Your configuration settings will determine the final web address that will be used. Consumer payments supports friendly URL naming which means that the URL can contain names that you provide. The naming convention is:

thepayplace.com/[YourSite]/[YourAgency]/[YourApplication]. [Yoursite] name is required although [YourAgency] and [YourApplication] are optional and will be determined by your user access requirements.

The web address you publish to your customers determines their access. You have the flexibility of directing your users to the application, agency and site levels.

In the MyWay insurance example below, users may have access at the site, agency or application level.

https://www.thepayplace.com./ https://thepayplace.com/%5bYourSite%5d/%5bYourAgency%5d/%5bYourApplication https://thepayplace.com/%5bYourSite%5d/%5bYourAgency%5d/%5bYourApplication

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Site Agency Application Web Address that You can Publish or Use as Link From Your Web-Site

Access

MyWay thepayplace.com/MyWay All MyWay applications

MyWay Insurance brokers thepayplace.com/MyWay/brokers All insurance broker’s applications

MyWay Insurance brokers

Marketing packets thepayplace.com/ MyWay/brokers/marketing

Marketing packets only

MyWay Insurance brokers

Membership fees thepayplace.com/ MyWay/brokers/memberfees

Membership fees only

MyWay Insurance brokers

Training thepayplace.com/ MyWay/brokers/training

Training only

6. Advanced Query String Another option is to use an advanced query string. This would allow your site to send data to consumer payments for use on the site. Likewise, the consumer payments web can send data back to your site.

The data that is sent to or from consumer payments must be query screen encoded. Detailed information about using advanced query string is discussed in the data management section of this guide.

http://www.thepayplace.com/ http://www.thepayplace.com/ http://www.thepayplace.com/ http://www.thepayplace.com/ http://www.thepayplace.com/ http://www.thepayplace.com/ http://www.thepayplace.com/

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Below is a high level process diagram for the consumer payments web.

Sites without Enrollment

Challenge Screen If Challenge Data is used, User enters Challenge Data.

Bill Preview Choose Payment Method

Make Payment Enter Account Information and

Submit Payment

Payment Review Review Account and may go back to

Make Payment for corrections.

Payment Complete Receive Payment Results

Confirmation Number, if Successful

Sites with Enrollment Login/Registration Instructions

User Account Management

Recurring Payments, if Enabled

Payment History

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Web Payment Exceptions After a payment has been processed, consumer payments web will display the following exception messages if a payment is rejected.

Payment Status Error Message Displayed

Declined Routing number is missing or invalid.

Declined Payment was declined, please try again or contact technical support.

Undefined_Item A portion of your payment information is invalid, please check all entered fields for errors and try again.

Verification_Failed We were unable to process your payment based on the data entered.

Verification_Failed Your payment address could not be verified.

Verification_Failed Your card’s CVV2 value could not be verified.

Account_Invalid The account specified is invalid.

Missing_Identification Payment failure there is missing identification data. Please check all entered fields and try again.

Possible_Duplicate_Payment Payment rejected due to possible duplicate payment, please verify payment was not already submitted.

Post_Date_Too_Large The payment date specified is too far in the future, please choose a sooner date.

Unaccepted_Card_ Type The credit card was not one of the acceptable card types.

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Creating Your Application Settings As part of the integration process with consumer payments, you will establish some basic configuration settings for your application. This involves the features and functionality you would like to offer as well as the URL name and IVR phone number you plan to use. These will be noted in your PayPoint boarding document.

Below are the options that will be configured for your consumer payments application and this information will be reported on your PayPoint boarding documents.

Boarding options/settings

Options Description

Virtual Site, Agency and Application Directory

Alpha Only This is the “friendly” web address that can be published to your customers.

The name chosen is typically meaningful for your organization. No special characters are allowed. You will establish a virtual directory at the site, agency and application level. This is then used to build the URL that you will use: thepayplace.com/[yoursite]/[youragency]/[yourapplication

This also determines at what level your users will access one or more applications. For example, if your friendly URL is set to “MyWay” your customers can access all payment applications by going to https://www.thepayplace.com/MyWay. If you use MyWay/brokers, your customers will access all the broker applications only. If you use MyWay/brokers/MemberFees, your customers will only access the membership fees application.

Virtual Phone Number This option displays the phone number that your customers would call to pay by phone. A single toll-free number is provided to access all of your IVR based payment applications. We will assign a toll-free number for your application. If you have an existing number that you wish to transfer to us, we will assist you in coordinating and performing this transfer.

Consumer Web Enabled

Yes/No

This option would be yes if you are planning to offer web access to your customers to make payments for this application.

Enrollment Required

Yes/No This option allows you to decide if you want to require your users to create/use a login and password to use the consumer payments site.

Logins are valid email addresses. Enrolled users are provided with additional functionality such as the ability to view payment history and store account information for ease of recurring payments.

Recurring Enabled

Yes/No This option allows your customers to set up recurring schedules.

Maximum Periods

Number This option is the number of periods that data will be saved. If your application is going to implement a bill pay model where you will be loading summary billing data for each billing period, this will be defaulted to

12. A period is defined by your billing cycle. For example if you are on a monthly billing cycle, your periods would be a rolling 1-12.

Languages Check Boxes This option sets the languages to be offered. The current supported languages are English and/or Spanish.

Default Language

English/Spanish This option allows you to specify the default language as English or Spanish. This would be the first language the user would see when they visit your consumer payments site.

Custom Data Requires Period/Year

Yes/No If your application is going to implement a bill pay model where you will load summary bill presentment data for each billing period, this option will be set to yes. This would require that the custom data that you send always contains period and year.

Show Shipping Yes/No When a payment screen is displayed, this option will also show shipping address fields to be completed by the user.

Show Corporate Card

Yes/No This option will display the logo of the card that is used for payment and also whether tax and the purchase order number are displayed.

Support IVR Yes/No This option would allow you to offer IVR to your customers.

https://thepayplace.com/%5bYourSite%5d/%5bYourAgency%5d/%5bYourApplication https://thepayplace.com/%5bYourSite%5d/%5bYourAgency%5d/%5bYourApplication http://www.thepayplace.com/MyWay http://www.thepayplace.com/MyWay http://www.thepayplace.com/MyWay

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Boarding options/settings

Options Description

IVR

input method

Touch tone/speech recognition

This option would allow your callers to use touchtones only or a combination of speech recognition and touchtones.

Call center transfer phone

10-digit phone number

If you chose to allow calls to be transferred to your call center, you can enter the transfer number here. This supports U.S. phone numbers only.

Support card swipe

Yes/no If you plan to use the consumer payment web interface for counter sales in a card present situation, this option would allow your sales clerks to use card swipe when making payments through the consumer website.

Read-only payment amount

Yes/no If you want to only accept full payment amounts and no partial amounts, you would set this option to Yes.

If eCheck, identify the

NACHA

Standard entry class code (sec)

PPD or web Based on your authentication and authorization of the eCheck payment, you have the option of submitting these payments as Web or PPD.

Return URLs URLs Only used for HTTP API Integration

For our example, here are the settings that would be used for the MyWay membership fees application.

My way insurance membership fees application Languages English Virtual Directory [MyWay]/[Brokers]/[MemberFees] Virtual Phone (555)555-1234 Consumer Web Enabled Yes Enrollment Required Yes Maximum Periods 12 Languages English Default Language English Custom Data Requires Yes Period/Year Show Shipping Yes Show Corporate Card Yes Support IVR Yes IVR Input Method Touch Tone Support Card Swipe Yes

4.0 Consumer Payments Design Planning

and Integration Fiserv

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4.0 Consumer Payments Design Planning

and Integration The consumer payments management design toolkit allows your organization to customize the website and IVR to meet your requirements. This feature is available standard as part of your consumer payments integration and is accessed through the PayPoint administration website.

Consumer Payments Management The consumer payments design toolkit that you can use to design and manage your consumer payments site consists of five options:

Application Options – This option is used to identify the overall labels and names to be used for your application with the consumer payments IVR and web.

Design – This option is used to create your color theme, standardize the fonts used and create custom text for your consumer payments web. There is a feature in design that will allow you to apply the design from one application to a main application menu site, if your users may access multiple applications.

Copy – This option is used to copy the custom data or design options to another application. This can provide consistency across your applications.

Enrollment Management – This option is only available if your application supports enrolled users. This option will allow you to search the users that have made payments through your consumer payments site and view details of each of their payments. You may change the status of a user to inactive using enrollment management.

Data Management – This option allows you to identify your data specifications and data field order, upload data files and delete data.

and Integration Fiserv

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Email Management – This option allows you to personalize email content that can be sent for the following conditions:

• Real-time successful only payments – Successfully authorized payments can initiate an email notification to the customer

• eCheck Returns – When TeleCheck sends eCheck returns data to PayPoint, an email can be sent to the customer

• Scheduled payment results – When a post-dated payment or recurring payment is executed, an email can be sent to the customer with the results

• Advance notification for scheduled payments – An email can be sent to provide advance notification x days (determined in boarding) of a scheduled or post-dated payment

Note: Each of these options must be enabled in the PayPoint configuration system. Contact PayPoint support if you wish to implement this new feature.

Because emails are not limited to just consumer payments, details on how to use email management can be found in the PayPoint user’s guide.

Accessing Consumer Payments Management All of your PayPoint administrators will have access to the consumer payments option from the PayPoint main menu, although you will have the ability to control which applications can be managed by different administrators.

When you set up your administrative users in PayPoint, each user may be granted access to your different agencies or applications. This will also determine which agencies or applications that they can manage for consumer payments. This access can be different for different types of administrative users.

Your site administrator can manage the design and maintenance of each of your consumer payments application by assigning…