Store and Forward with Reader Setup Guide

Overview

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

Contents

• Prerequisites
• Limitations
• Completing the SAF Boarding request form
• Configuring Genius
  • Enable the location to process card transactions while offline
  • Configure the payment gateway
  • Define a payment terminal
• Store and Forward at the POS
• Bad debt reporting
• Troubleshooting

Prerequisites

Must be running Genius for Restaurants 2.39 or higher.

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

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.

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 dropdown list, 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 Card Reader: Prefills based on the dealer’s order. 
   If the location will only use Card Reader devices, select Yes.
   Equipment/POS Type: Select Genius.
   Software Version Number: Enter the software version number in numeric format, including any decimals (such as “2.35”).
   Number of Devices: Enter the number of 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]”).
5. 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.
6. Order-fullfillment will enable Reader SAF for the Location at an account level.
7. 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 Portal, you must enable the location to process credit card transactions while offline, configure it to use the payment gateway, and define a payment terminal record.

Enable the location to process card transactions while offline

1. Log into the Admin Portal, then select an appropriate account and location.
2. In the Admin Console’s Main Menu, click Location Setup, then click Settings.
3. Click the Transaction Settings tab.
4. In the Transaction Settings tab, select the Offline Transactions check box.
5. Click Save. 

Once the Offline Transactions check box is enabled, the POS will accept payments with credit cards even when the network is offline. Later, when the network restores its connection with the processor, the POS will authorize all credit card payments made while it was offline.

Configure the payment gateway

1. In the Admin Portal’s Main Menu, click Location Setup, then click Payment Gateway.
2. In the Payment Gateway screen, on the In-Store Settings tab, select None in the Gateway list.
3. In the EMV Solution list, select Pay App/Reader.
4. Select the Portico Direct check box.
5. Click Save. 

Define a payment terminal

The Reader is automatically detected when connected via USB C and does not need to be manually added into the POS. 

Store and Forward at the POS

Once they are running the Store and Forward feature, each payment device will store its authorized transactions locally. 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.

Please ensure all devices remain connected to the POS, powered and online to complete the upload of all pending SAF transactions.