Store and Forward with Pay App Setup Guide

Overview

This article describes how to configure the Store and Forward feature on sites using the Pay App EMV payment gateway. The Store and Forward (SAF) feature enables sites to perform and store credit card transactions while disconnected from the Internet or the Genius processor.  

To use the Store and Forward feature, you must download and install the latest firmware on every Pay App device in the location that will use the feature. Dealers should follow the onboarding process or contact the Pay App support team for assistance in updating the device. 

Contents

• Prerequisites
• Limitations
• Completing the SAF Boarding Request Form
• Configuring Genius
  • Configure the payment gateway
  • Define a payment terminal
  • Refresh the end-of-day time in the POS
• Store and Forward at the POS
• Bad debt reporting
• Troubleshooting

Prerequisites

• Must be running Genius 9.96 or higher.
• Must be using Verifone T650C or T650P devices.
• Must be processing with the Pay App/Portico processing platform only.
• Must have these credentials from Heartland Processing/Portico:
  • License ID
  • Site ID
  • Device ID
  • User Name
  • Password

Limitations

At this time, Store and Forward does not support the following features or transaction types:

• Bar tabs
• Gift cards
• Partial refunds
• Tip refunds
• Duplicate checking
• Reference refunds
• Voiding a pending transaction

Note: If you void a pending transaction while in Offline mode, the device will display the transaction inaccurately as “Approved”, and the Store and Forward feature will stop functioning.

Completing the SAF Boarding Request Form

To start the boarding process, dealers must complete and submit the SAF Boarding Form in Salesforce. To submit the form, you will need:

• The total number of devices onsite to be boarded for SAF.
• Each device’s serial number.
• The Halo amounts and the Ceiling amounts.
  • Halo Amount: The max dollar amount per transaction per card type.
  • Total Ceiling Amount: The total processed credit card amount allowed by the merchant when in an offline state.
  • Ceiling Amount by Card Type: The total processed credit card amount allowed by the merchant by card type when in an offline state.

Note: By opting to use Store and Forward, merchants acknowledge and accept the risk of financial loss resulting from offline processing since there is no guarantee that stored transactions will be approved.

1. Log in to Salesforce: https://heartlandcommerce.force.com/lightningcommunity/login?ec=302&startURL=%2Flightningcommunity%2Fs%2F
2. Navigate to the account that you want to enable with Store and Forward.
3. On the right side of the screen, click the list next to Generate Central API Credentials, then select SAF Boarding.
4. In the SAF Boarding screen, enter all required information. 

The program will use the account information on file to automatically prefill some information:

• Account: Prefills.
• Merchant ID: Prefills.
• Dealer Name: Prefills.
• Dealer Contact Phone: Prefills.
• Dealer Contact Name: Prefills.
• Dealer Contact Email: Prefills.
• Order Type: Prefills to Enabling SAF.
• Is merchant using only Verifone T650: Prefills based on the dealer’s order. 
  If the location will only use T650 devices, select Yes.
• Equipment/POS Type: Select Genius.
• Software Version Number: Enter the software version number in numeric format, including any decimals (such as “9.95”).
• Number of Devices: Enter the number of Verifone devices the location currently uses.
• Device Serial Numbers: Enter the serial number of each device, using a comma to separate each number.
• Max Dollar per Transaction: Enter the maximum dollar amount per transaction per card (such as $500).
• Max Offline $: Enter the maximum total processed credit card amount allowed by the merchant while offline (such as “$500”).
• Max Offline Transaction #: Enter the maximum total number of transactions allowed by the merchant while offline.
• Primary Contact Full Name: Prefills.
• Home Phone: Enter a 10-digit numeric phone number, excluding spaces or special characters (such as “1234567890”).
• Cell Phone: Enter a 10-digit numeric phone number, excluding spaces or special characters (such as “1234567890”).
• Site Manager Email: Enter the contact email address (such as “[e-mail]”).

When you finish entering all of the necessary information, click Save and Send to automatically send the information to contact [e-mail] . Once you click Save and Send, you can no longer make changes to the form.

If you do not have all the information, click Save to save your changes. The program will save your information, allowing you to enter the remaining information later. 

To access your saved SAF Boarding form and make changes, access the Accounts tab, refer to the Related List Quick Links section, click the Applications link, then click your application. 

Tip: The name of the application should appear in the format: <account name> - SAF.

If you have questions about this process, boarding, or require assistance verifying settings, please contact [e-mail] . 

Configuring Genius

The Store and Forward feature is only available for sites using the payment gateway. In the Admin Console, you must configure the site to use the payment gateway, and you must define a payment terminal record. 

Configure the payment gateway

1. Log into the Genius Admin Portal and select an appropriate account.
2. In the Admin Console’s Main Menu, click Locations, then select the location that you are configuring to use the device.
3. In the Main Menu, click Location Setup, then click Payment Gateway.
4. In the Payment Gateway screen, on the In-Store Settings tab, select None in the Gateway list.
5. In the EMV Solution list, select Pay App/Reader.
6. Select the Portico Direct check box.
7. Click Save. 

Define a payment terminal

1. In the Main Menu, click Location Setup, then click Payment Terminals.
2. In the Payment Terminals screen, click +New.
3. In the Name box, type a descriptive name for the terminal.
4. In the IP Address box, type the terminal’s IP address.
5. If you want the terminal to prompt customers to select a tip amount when paying tickets, select the Prompt for Tip check box.
6. Click Save. 

Refresh the end-of-day time in the POS

In order to perform its final upload of transactions processed and stored while offline, each POS must run with its end-of-day time synchronized with the processor’s fixed end-of-day time. To do this, you must refresh the end-of-day time on the POS running as the network’s dedicated socket server. 

1. Log into the POS.
2. In the POS Rooms screen, tap the Options button (top right corner), then tap Settings.
3. In the Settings menu, tap General.
4. In the General Settings screen, tap Refresh End-of-Day Time. 
   
5. At the prompt, tap Dismiss. 
   
6. Tap Exit. 

Store and Forward at the POS

Once they are running the Store and Forward feature, each payment device will store its authorized transactions. If the site loses its connection to the Internet, the POS will display the red status bar to indicate its offline status. While offline, all transactions will be approved in offline mode and stored in a queue file. Once the location’s Internet connection is restored, the payment device uploads its transaction information to the processor’s URL at regular intervals.

 

The status bar will also display a count of the number of stored transactions pending approval. 

When the connection is restored, the devices will upload their transactions and resume processing all new transactions online. 

Bad debt reporting

If you process a credit card transaction while in SAF (offline) mode for a given amount, and only part of the total is approved, the program will report the remaining amount as a “bad debt” in the Daily Summary Report. For instance, if you process a transaction for $15, and only $10 is approved, the Admin Console will add that amount to the “Bad Debt” total in the Transactions section of the Daily Summary Report.

Transactions that are fully declined will also be reported as “Bad Debt.” 

 

Troubleshooting

When a site loses and restores its connection, authorizations are not going through when the POS is back online: Once the site is back online, transactions can take from 2 to 24 hours to authorize.