MyClientLine EIDS User Guide
Contents
1. 11 IN THIS CHAPTER cle DT eed us Rc m E A SEL tag Seca abn Ee ELE Lf EIE 11 CHAPTER DEFINITIONS SG Zea euer pev dere rane ue date veu eue ugs aav c peace dui du 11 HARDWARE REQUIREMENTS 5755 1v n cie Pg n xn xa pe ve Rasa emp dua Pet yas Ebr na d e Va a t a 12 SOFTWARE 6 20 4 12 CHAPTER 5 5 UE aDNECRERarN MERE MER ED SEES 14 IN THIS CHAPTER 55 idet i swa ten etui 14 CHAPTER DEFINITIONS te Tinea ere 14 ENROUEMENT 5 utet m ace e enda d ath Paga 14 CHAPTER 4 LOGGING IN amp OUT OF THE SYSTEM 15 IN THIS CHAPTER2 2 d Hr tan bn enl Y a a ee 15 GHAPTERIDEFINITIONS du PD 15 LOGGING2. 124 ORIN Uto 990000 vo FRA Crem Raver 26 00000 04467890 12242 9599999 99 INMAN n Crest Rawersat 25 000000 124457690 1446 999 49 V9 WOW A Reversal E 2 Report beginning from 00 00 00 Previews 4 P The Auth Records information can be used to research a chargeback or reversal case which is related to an authorization or fraud related chargeback reason code The authorization information is available for 6 months The most recent authorizations are displayed first in the listing Clicking on the GREEN ARROW displays additional authorization details in a pop up window that can be reviewed and printed The Close button closes this window The Top button returns the user to the top of the screen Up to forty authorizations can be displayed at one time The Previous and Next buttons can be used to review and print additional authorization records The Report Beginning From located at the bottom of this screen dates document the start date for the transaction data that is available online for research purposes e Note Detailed information regarding o Auth Records Tab column fields and descriptions can be found in Appendix H o Auth Records Tab detail fields and descriptions can be found in Appendix Tip Actions Tab Choose Action Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 34 of 70 Confidential amp Pr
3. Due 23 THE QUEUE SCREEN A E A A 23 Mie RP e d PRSE E EE EP 24 25 ot bas PR Ex atu Cu um ee ee eaae d DAR 26 CHAPTER 8 THE CASES SCREEN cis coucczesscccccedeuescnesseaccccussunnccseascusstdenednsbanasccbacsanscecsdecssesceecusstaeneaceus 28 Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 2 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual NC THIS CHAPTER 25 e beer tie etn eed cts P te i s n ka bebat ve ti abd e Pt aas 28 CHAPTER DEEINITIONS 5 4 28 THEICASES SCREEN c Borse siad 28 CASE FILES A ruine 29 n E 30 CASE INFORMATION CHARGEBACKS 7 55 53 ca ean a nean ra Ree oT dox a esee Qua xa pe Ya tule dax od re dne Rua ous
4. 1 Select DISPUTE REVERSE CHARGEBACK from the ACTIONS drop down box 2 Enter Notes into ADD NOTES box optional 3 Click BROWSE button to locate tiff document to attach optional Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 35 of 70 User Manual elDS 4 Click ADD to LIST button Tiff document will appear in Files box 5 Click the SUBMIT ACTION button Accept Chargeback 1 Select ACCEPT CHARGEBACK from the ACTIONS drop down box 2 Click the SUBMIT ACTION button Add User Notes Images 1 Select ADD USER NOTES IMAGES from the ACTIONS drop down box 2 Enter notes in the ADD NOTES box optional 3 Click the BROWSE button to locate Tiff document to attach optional 4 Click the SUBMIT ACTION button Retrieval Actions Retrieval Response 1 Select RETRIEVAL RESPONSE from the ACTIONS drop down box 2 Enter Notes into ADD NOTES box optional 3 Click BROWSE button to locate the tiff document to attach optional 4 Click ADD to LIST button Tiff document will appear in the Files box 5 Click the SUBMIT ACTION button Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 36 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Unable to Fulfill Retrieval Request 1 S
5. ORIGIN This field identifies the type of point of sale entry INDICATOR which occurred at the time of the sale D T SW Dial Swipe merchant Dial ky Dial authorization keyed transaction POS ECR Point of sale electronic cash register keyed POS SW Point of sale electronic cash register swiped Batch Authorization given to a batch of items Direct Marketing CRT Voice Authorization Voice Voice Authorization Dial Term Terminal Keyed D T Term Terminal Keyed T1 Track 1 T2 Track 2 CO2 Track data read but discretionary data was not sent to Visa MasterCard C90 Track data read amp discretionary data was sent to Visa MasterCard Swiped Swipe Merchant D SW TZ 90 Dial swipe merchant Track 2 code 90 POS TERMINAL This identifies the basic type and capability of a point CAPABILITY of sale terminal Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 62 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Field POS ENTRY A code indicating the type of electronic terminal used CAPABILITY at the point of sale and the capability of the terminal to electronically read account numbers and expiration dates from credit cards Position 1 Values O Unspecified 1 Limited Amount Terminal 2 Unattended Terminal ATM 3 Unattended Terminal Automated Dispensing Machine or Self Service Terminal 4 Electronic Cash Register 7 Telephone Device
6. PRODUCT CODE The value representing the type of card brand Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 53 of 70 User Manual elDS TRANSACTION DATE The date the transaction occurred Also known as the sale date TRANSACTION The amount of the sale along with the respective AMOUNT currency indicator determined by the transaction currency code table FOREIGN AMOUNT The amount of the sale along with the respective currency indicator determined by the transaction currency code table Merchant Category Code MERCHANT All merchants processing credit card transactions NUMBER are assigned a unique number by their acquiring bank MERCHANT NAME The business name of the client AUTHORIZATION This is the code provided during the authorization CODE process if an authorization approval was received MO TO INDICATOR Identifies the type mail telephone transaction business Order T Telephone Order 1 Single Transaction of a Mail Phone order 2 Recurring Transaction 3 Installment Billing Transaction 4 Unknown Classification AVS ADDRESS Cardholder address merchant used for AVS Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 54 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual ELECTRONIC An indicator that identifies a tra
7. User Manual elDS ee O MERCHANT The date a merchant has to respond to a retrieval DUE DATE request MERCHANT The date the request was generated to the merchant REQUEST DATE TRANSACTION The date the transaction occurred Also known as the DATE sale date FOREIGN The amount of the sale along with the respective AMOUNT currency indicator determined by the transaction currency code table REFERENCE This is the 23 digit Outgoing Acquirer reference NUMBER number TRANSACTION Merchant cross reference number used by merchants LOCATOR to locate a transaction in their batch REQUEST Status 1 Merchant Response STATUS Status 2 Missing Media Status 3 Second Request Status 4 Illegible Missing Incorrect Values Status 5 Wrong Item Supplied Status 6 Merchant Response Status 7 Merchant Issued Gift Status 8 In house Missing Media Status 9 Sales Ticket Required Status 10 In house Missing Media Status 11 Pending Credit Status 14 Missing Media Status 15 Subdraft Status 16 Unable to fulfill Status 18 Draft with Signature REQUEST TYPE This field will display the type of retrieval request It will indicate whether the retrieval is a result of an issuer cardholder request or a request related to the chargeback retrieval request The two values in this field will be Retrieval or Chargeback Rev 09 01 2009 V1 0 First Data Learning Organization Developed by
8. elDS User Manual First Data Learning Organization First Data SN User Manual elDS Table of Contents EIDS USER 5 5 55 2 ER snm nrRR ana DR RERRRnSERSRRRRARREERRRRSRREEROARRREROR RR 5 ABOUT THIS MANUAL 35 52 rna tea RA i nes dade hec ab adde peas a 5 CONVENTIONS SED IN EET RA COR E RA ER C ca TE RR 5 HOW THIS MANUAL IS 2 reaa nnn rsen ssa anke s sae sese ss sa d sese sedeat asa arse sn sanae 6 ICONS USED IN THIS MANUAL 1 nennen nnn nn nsn sides s ss resa ease sa 6 CHAPTER 1 PRODUCT OVERVIEW AND BENEFITS 2 sen 9 IN THIS CHAPTER sioe bt e tbi 9 CHAPTER DEFINITION Sagoo 2 casas Gud eria duh E 9 PRODUCT OVERVIEW 9 PRODUCT BENEFITS 3 52 55 9 CHAPTER 2 TECHNICAL REQUIREMENTS
9. 02 Page 50 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual AIRLINE TICKET A number placed on a passenger s ticket to help the NUMBER merchant identify the sale ticket record CUSTOM DATA Field that can be client defined Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 51 of 70 User Manual elDS Appendix F Trans Credit Tab Column Fields and Descriptions The following table lists the Trans Credit Tab column fields and descriptions TRANS DATE The date the transaction occurred Also known as the sale date MERCHANT All merchants processing credit card transactions NUMBER are assigned a unique number by their acquiring bank ACQUIRER This is the 23 digit Outgoing Acquirer reference REFERENCE number NUMBER TRANS AMOUNT The amount of the sale along with the respective currency indicator determined by the transaction currency code table FOREIGN AMOUNT The amount of the sale along with the respective currency indicator determined by the transaction currency code table TRAN TYPE Transaction description which identifies the transaction as a sale credit cash advance Sale Reversal Credit Reversal or Cash Advance Reversal This is based on the transaction code transmitted in the chargeback record CODE The
10. 2 Section Case Information Action Code Case Number Merchant Cardholder M D Output Package 1 0UTSTANDING CB123456709 1234567890 1234567890123456789012346 Bank me Chargeback Reason Code Dispute Jurisdiction as Dos L isa International 80 Others 99 Case Files 4 8 Merchant Supplied Output Package 12 Bank Documents FUEL DISP Date 123456789 Date 1 21 04 Time Stamp 00 00 00 PM 68 29 X The Case Files section allows the user the view documentation related to the case The documentation is separated by Merchant Supplied folder Includes documentation supplied to Merchant Services from the Merchant e Output Package folder Includes documentation from Merchant Services that applies to the case To view documentation in the folders click on the sign to the left of the folder e Result The individual documents pertaining to this case will appear To view the image double click on the item e Result The IMAGE VIEWER screen will appear e Note Detailed information regarding the IMAGE VIEWER screen can be found in Appendix A e Note Retrieval Cases do not contain an Output Package folder Tip Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 29 of 70 User Manual Case Information B elDS
11. AMOUNT currency indicator determined by the transaction currency code table CHARGEBACK This field indicates the specific processing cycles of CYCLE a Presentment or Chargeback First Chargeback First Chargeback Reversal Second Chargeback Second Chargeback Reversal Incoming Pre arbitration Incoming Pre compliance Incoming Arbitration Incoming Compliance Incoming Collections Outgoing Pre arbitration Outgoing Filed Arbitration Outgoing Pre Compliance Outgoing Filed Compliance Outgoing Collections Re presentment Reject Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 45 of 70 User Manual elDS TRANSACTION Merchant cross reference number used by LOCATOR merchants to locate a transaction in their batch FOREIGN The amount of the sale along with the respective AMOUNT currency indicator determined by the transaction currency code table REFERENCE This is the 23 digit Outgoing Acquirer reference NUMBER number AIRLINE TICKET A number placed on a passenger s ticket to help NUMBER the merchant identify the sale ticket record CUSTOM DATA Field that can be client defined Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 46 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Appendix C Case Information Chargebacks Fields and Descriptions Section Tw
12. Position 2 Values 0 Unknown 1 Terminal Not Used 2 Magnetic Stripe Read Capability 5 Chip Card Read data is reliable 9 Terminal does not read card data FLOOR LIMIT Indicator that denotes the limit that merchant must INDICATOR authorize for transaction AVS RESPONSE This field displays the Association supported Address Verification Service Response Code provided to the merchant when the cardholder s billing address was validated as being correct before completion of a mail telephone transaction AVS ADDRESS Cardholder address merchant used for AVS CARDHOLDER expiration date of the cardholder s credit card EXP DATE AUTHORIZATION The time the authorization was submitted for authorization approval Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 63 of 70 User Manual elDS Feld AUTHORIZATION The amount of the authorization request along with AMOUNT the respective currency indicator determined by the transaction currency code table FOREIGN The amount of the sale along with the respective AMOUNT currency indicator determined by the transaction currency code table MERCHANT All merchants processing credit card transactions assigned a unique number by their acquiring bank MERCHANT The business name of the client NAME POS ENTRY A code indication how the cardholder
13. amp Proprietary to First Data Corporation Page 19 of 70 User Manual elDS Navigating the Message Screen The Message screen provides you with a great deal of information It is in your best interest to learn the most efficient way to navigate the screen and locate pertinent information 1 Access the Messages screen by clicking on the MESSAGES tab e Note The message screen is divided into two categories Retrieval Messages Chargeback Messages e Note Red exclamation marks denote an Alert that Merchant Services requires additional information from you Green check marks denote an Acknowledgement that Merchant Services received and acknowledges your response e Note Chargeback and Retrieval messages can be sorted by clicking on the Date User ID or Case Number fields The Previous and Next buttons can be used to view additional Chargeback or Retrieval messages To view Chargeback and or Retrieval details of the acknowledgements or alerts click the RED EXCLAMATION MARK or GREEN CHECK MARK e Result The detailed case information will appear at the bottom of the MESSAGE screen Rev 09 01 2009 V1 0 Page 20 of 70 First Data Learning Organization Developed by 02 Confidential amp Proprietary to First Data Corporation elDS_User_Manual doc elDS User Manual P A quick way to directly access the selected Retrieval and Chargeback case information instead of
14. 70 Confidential amp Proprietary to First Data Corporation elDS_User_Manual doc elDS User Manual The most recent merchant note is displayed by default By clicking on the ARROW in the date column you can reverse the note order A vertical scroll bar is available if needed The notes are not editable once the note is added to support the chargeback reversal or retrieval case User notes can only be cancelled prior to responding to the chargeback or retrieval To cancel the note choose the Clear Notes button which is located in the lower left hand corner of the screen The User notes area contains up to 1000 character spaces Caution Clicking on the GREEN ARROW displays the actual note The user notes will also display the case number date timestamp and user id of the note s creator Trans Credit Tab pru wb e 1220212704 12245 090 1224457090122 999999 229099 9 RUS Crede gt e 00 000 125444 1320445 122445709012244 57090122 92599 222 0 10 27999 50 RUS Paversal e 00 0060 122446 120445 122425109013 224457090122 999999 USO 27999 RUS Crede Vaverssi 2 e 000000 1224451224445 1224609012245 7090122 999999 uto 59999 99 RUS Ceat 2 e 120444122445 122445 8052012245 TODD 999 905 9 10 2029999 PUS Crede Reversal 2 e 000000 120444 122245 10901224 5T0900125 299 950 90 10 22999 RUS Crete Faverssi g 12044412244 1224 4 990122444 T 90123 900 77 USO 0 97 97 RUS Coo
15. Rejected 12 Pre Note CASE NUMBER The Unique Case Number assigned to the case MERCHANT All merchants processing credit card transactions NUMBR are assigned a unique number by their acquiring bank CARDHOLDER This number identifies the cardholder issuer and NUMBER card brand CHARGEBACK The chargeback reason code number and REASON CODE description associated with the case DISPUTE Description of card type and region of the dispute JURISDICTION MERCHANT The business name of the client NAME Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 44 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual medo o Deep CATEGORY CODE A 4 digit code designating the principal trade profession or line of business in which a merchant is engaged CHARGEBACK The chargeback dollar amount that is in dispute AMOUNT along with the respective currency indicator determined by the transaction currency code table Credits are displayed in red text DUE DATE The date a merchant has to respond to a chargeback or reversal advice REQUESTDATE The date the request was generated to the merchant PROCESSING The transaction central processing date that DATE defines when the transaction was processed to the Association TRANSACTION The date the transaction occurred Also known as DATE the sale date TRANSACTION The amount of the sale along with the respective
16. What are Case Files How to use Case Information Tabs found on the Cases screen The User Notes tab The Trans Credit tab The Auth Records tab The Actions tab Chapter Definitions e Case Files A collection of information related to the investigation of a case Dispute A formal request to question the validity of a charge The Cases Screen The CASES screen provides all detailed documentation and information related to the investigation of this case Th EMIL 1 dd oe con ies 3 od 2 F eee mm ee mium 2 CSE oe ILE BENT GR ium 1 ant Cami VL Mid Rud TES i T LENZ ET Bam si bamme Te T LU IRR eC mE 14 Mm Y ii In 3 a aro mmi m Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 28 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Case Files A eIDS Demo Microsoft Internet Explorer provided by First Data Merchant Services 2 First Data EETIILII VOETE Cases eiDS Open Cases 65123350759 51123456789 99 Case Elles m Information Section 2 9 Release
17. asterisks denote new unopened cases Once the user opens the case the icon will change to a green arrow The icon column is sortable grouping unopened and opened cases together Clicking on the icon red asterisk or green arrow will open display the specific case information e Dispute cases will remain in the Queue Worklist for up to 5 days after the due date After the 5 day cases scan only be accessible via the Search function e The Preferences icon allows the user to select the type of data displayed within the Queue Worklist The Data options are Request Date Due Date or Transaction Date Upon selection the Queue Worklist will refresh and display the selected data Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 26 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual e The Printer Version icon when selected will pop up a window that will show the current Queue Worklist content including all dates Due Request and Transaction e The Download Spreadsheet icon will download the current Queue Worklist window into a comma delimited file e Due Date font color will change to red once the due date has past Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 27 of 70 User Manual elDS Chapter 8 The Cases Screen In This Chapter
18. numeric code which corresponds with the Trans Type These code values are 5 Sale 6 Credit 7 Cash Advance 25 Sale Reversal 26 Credit Reversal 27 Cash Advance Reversal Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 52 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Appendix G Trans Credit Tab Detail Fields and Descriptions The following table lists the Trans Credit Tab detail fields and descriptions Fed o CARDHOLDER This number identifies the cardholder issuer and NUMBER card brand CARDHOLDER EXP The expiration date of the cardholder s credit DATE card CENTRAL The transaction central processing date that PROCESSING DATE defines when the transaction was processed to the Association TRANSACTION TYPE Transaction description amp code which identifies the transaction as a Sale Credit Cash Advance Sale Reversal Credit Reversal or Cash Advance Reversal This is based on the transaction code transmitted in the chargeback record ACQUIRER This is the 23 digit Outgoing Acquirer reference REFERENCE number TRANSACTION Merchant cross reference number used by LOCATOR merchants to locate a transaction in their batch INVOICE The unique number assigned to the transaction by the merchant CURRENCY CODE This is the 3 digit currency code that is associated with the foreign amount The country code is derived from this
19. user can move the document within the Image Viewer Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 42 of 70 Confidential amp Proprietary to First Data Corporation elDS_User_Manual doc elDS User Manual Zoom Rectangle By clicking and dragging the mouse Cursor the user can create a rectangle that will zoom and fill the Image Viewer with the information contained in the rectangle Rotate Left Rotates the document left Flip Image Flips document upside down Rotate Right Rotates the document right Prints documents in Image Viewer Save Allows user to Save case documentation to their desktop fro jImage Size Drop Allows user to decide what percentage of magnification or reduction to view the image Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 43 of 70 User Manual elDS Appendix B Case Information Chargebacks Fields and Descriptions Section One B The table below lists the Chargeback Case Section One Information fields and descriptions medo o Deep ACTION CODE This field will display the last action taken on the case Below is a list of all Chargeback Action Codes and their descriptions 01 Outstanding 02 Expired 03 In Process by User 04 Worked by User 05 Request Complete 06 Merchant Resolution in Progress 07 Case Reversed 10 Rebuttal Received 11 Rebuttal
20. you need to know to use all the great features elDS has to offer and when is the right time to use what Part 3 Fine Tuning o Chapters 9 10 Part 3 gives you all the extras such as experienced user tips and short cuts as well as answers to some of the most frequently asked questions about the system Icons Used in This Manual To make your experience with this manual easier various icons have been placed in the margins to indicate particular points of interest ii loos e Tech Talk Information related this icon tends to be technical 00 j nature It lets you know what you re looking at refers items such 901014 as system requirements or back end information that may come in Tech Talk handy for troubleshooting in the future e Caution Watch Out This icon lets you know that the information you re looking at is critical to the success of the procedure or function you re reading about Ignoring the warning could cost you Caution valuable time e Security This icon is a reminder that the type of information being discussed is of a sensitive nature Account numbers passwords merchant IDs and needs to be handled with care e Tip This icon indicates a best practice such as time saving short cuts or hints about how to work smarter instead of harder Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 6 of 70 Confidential amp Proprietary to First Data Corp
21. 105 Demo Microsoft Internet Explorer provided by First Data Merchant Services Messages Open Cases W Case Files 10 Merchant Supplied 19 Output Package 80 Bank Documents 13 Others Chargeback Information Section Section Case Information Cite kumbar 8123456783 Acton Code 01 0UTSTANDING Cre Reston Code 2 Duplicate Processing Company XYZ cab ach Amount Chargeback Information Section 2 9 Section Case Information Action Code 01 0UTSTANDING Chargeback Reason Code 82 Duplicate Processing Marchant Name Company XYZ Chargeback Amount 9 999 999 99 USD USD Transaction Amount 3 999 993 99 USD USD Foreign Aeount 9 999 999 99 RUS Cate Number 123456789 Merchant 1234567890 Date 13904 Chargeback Cycle Incoming Collections Reference Number 1234567890123456789 Request Date 1404 123456 Cwdhotder 12345678 6123456789012345 Opte 255456 Visa International FUEL DISP ail 1234567890123456789012345 Dispute Jurisdiction Visa International Category Code 5542 AUTOMATED FUEL DISP Processing Date 2193 Transaction Locator 1234561890123456789 Airline Ticket 1234561890123456789 Transaction Oste 2093 i 21 The information will see in section B Case Information varies depending upon the type of case you are reviewing chargebacks or retrievals Case Informati
22. 3 Channel encryption chip used and cardholder certificate not used 91 No security protocol cardholder certificate not used Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS_User_Manual doc Confidential amp Proprietary to First Data Corporation Page 65 of 70 User Manual elDS Field CAT INDICATOR This field displays an indicator which advised that this transaction occurred at a cardholder activated terminal Visa 0 or spacezNot applicable to this transaction 1 Limited Amount Terminal 2 Automated Dispensing Machine 3 Self Service Terminal MasterCard 1 Automated Dispensing Machine 2 Self Service Terminal 3 Limited Amount Terminal 4 Inflight Commerce IFC Terminal 6 Electronic Commerce Transaction 7 Transponder Transaction Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 66 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Field Description ACI AUTH A value that indicates if a card was present at the CHARACTERISTIC point of sale A Card Present E Card Present with merchant name and location data Present with merchant name and location data cardholder activated self service terminal Card not Present Account Funding K Card Present with Key Entry M Card not Present Direct Marketing NzNot a payment service transaction P Card not Present Preferred C
23. CK AND RETRIEVAL CASES THAT NEED TO nennen 39 WHY ARE SOME OF MY CASES IN THE QUEUE WORKLIST DISPLAYED IN RED ener nnne nnne 39 WHERE CAN FIND THE ISSUING BANK S CARDHOLDER DISPUTE LETTER nnne nennen enean sensn annu 39 HOW DO FIND A SPECIFIC DISPUTE CASE De ge dar 40 HOW CAN TRACK OF MY DISPUTE CASES THAT ARE WORKED DAILY nee 40 WHEN IS THE DAILY CUT OFF TIME FOR PROCESSING MY DISPUTES ON TODAY S DATE 40 WHO CAN CONTACT IF AM EXPERIENCING TECHNICAL DIFFICULTIES WITH EIDS enn 40 WHO CAN CONTACT IF HAVE A QUESTION REGARDING A SPECIFIC eene nnn 40 CHAPTER 10 USER BEST 41 IN THIS CHAPTER bores zi raten t etc vba EO e Ped RR c Ave ee PR v e A E Pe E Rus 41 CHECK YOUR MESSAGES DAILY FOR ANY CHARGEBACK AND RETRIEVAL 5 nennen enne enn nnn 41 USE THE PRINTER VERSION OR DOWNLOAD SPREADSHEET OPTION LOCATED WITHI
24. First Data Learning Organization Developed by 02 Page 10 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Chapter 2 Technical Requirements In This Chapter Hardware Requirements Software Requirements Chapter Definitions ini Tech Developed by 02 PC Also known as a personal computer is a microcomputer designed for individual use as by a person in an office or at home or school for such applications as word processing data management financial analysis or computer games Processor An electronic device designed to accept data perform prescribed mathematical and logical operations at high speed and display the results of these operations RAM RAM Random Access Memory The memory used by the operating system and software to perform tasks The phrase random access refers to the ability of the processor to access any part of the memory Hard Disk Drive A disk drive that reads and writes data stored on hard disks Screen Resolution The screen resolution signifies the number of dots pixels on the entire screen A smaller resolution ex 640 X 480 creates larger text and images A larger resolution ex 1024 X 768 creates smaller text and images allowing more content to be viewed on one screen Scanner A device that can read text or illustrations printed on paper and translate the information into a form the computer can use Operatin
25. IN 555 ates PE So Pa vea MS DENEN 15 LOGGING AA 15 CHAPTER 5 THE CONTROL 2 52 sucaecdsaccadccudncdaucdaacadacestccaceseacadseecnstacccaccacauseneace 16 IN THIS CHAPTERZ2 5 Adm i bn e eol Pd Sas a d RR tea v ua b Ya a ee 16 EON eus 16 17 DEAL Ix m 18 CHAPTER 6 THE MESSAGE SCREEN otic 2222225 codecuceseassucneade SaecstaeaetacuunGasckecesntrecdacacect ene 19 IN THIS CHAPTER 19 DEFINITIONS E A T 19 THE MESSAGE SCREEN 2556 Roam ae aad A DEN EY G 19 NAVIGATING THE MESSAGE 5 nennen rne he sense sese es ses sese asse sese sereni 20 CHAPTER 7 THE QUEUES SCREEN wie 24 2 2526 5 ea pasen neiaa anadet aseueeredssaceswassecneads SCR DR RROSCRERESRRERER HER PiRCER 23 IN THISSCHAPTER 2 312 piri Sada va Dqut
26. Incoming Collection c LI Deng remi Internat Loker Lai bey Dain EIITIU E Dieiis Ealacior m imt m fi apia IDDUU y dus Domh IDDUDT Cares e E Gd Tn wa 5 iia mise Frerik d b e When the green arrow is selected all cases in that queue will appear at the bottom of the screen Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 25 of 70 User Manual elDS The Queue Worklist The Queue Worklist provides a detail listing of the cases displayed in the Queue Selector The Queue Worklist can be sorted by The Queue Due Date Cardholder Number Merchant Number Amount in Dispute na be eS 1 a ee ac f e Se ee Fins Bac mm dam CU Lnd Pares imam ji iim do i P ium o A tme ims do a iw nl m pria u di mn bie 8 2 5 ri gt oL LL I t LLA lesum per ba Diad pamant jisi isi Worklist iet Remember Things to Note The red
27. Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 57 of 70 User Manual elDS Appendix H Auth Records Tab Column Fields and Descriptions The following table lists the Auth Records tab column fields and descriptions AUTH DATE This is the date the transaction was submitted for authorization approval MERCHANT All merchants processing credit card transactions are NUMBER assigned a unique number by their acquiring bank AUTH CODE This is code provided during the authorization process if an authorization approval was received AUTH AMOUNT The amount of the authorization request along with the respective currency indicator determined by the transaction currency code table FOREIGN The amount of the authorization request along with AMOUNT respective currency indicator determined by the transaction currency code table Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 58 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Fed 0000 AVS INDICATOR This field displays the Association supported Address Verification Service Response code provided to the merchant when the cardholder s billing address was validated as being correct before completion of a mail telephone transaction 5 ADDRESS MATCH ZIP CODE DOES NOT B INTL ADDRESS MATCHES ZIP CODE DOES NO
28. N THE QUEUE WORKLIST 41 USE EIDS TO ELECTRONICALLY RESPOND TO YOUR DISPUTES nnn 41 CHECK THE TRANS CREDIT TAB TO VERIFY IF YOU HAVE ALREADY ISSUED A CREDIT TO YOUR CUSTOMER S ACCOUNT FOR THEIR ELE 41 TAKE FULL ADVANTAGE OF THE ONLINE HELP FUNCTIONALITY 41 Ge 42 THE IMAGE VIEWER SCREEN 2 carri eco e aee eden ee ada even de e das ee ca eg cna A co due 42 APPENDIX c e 44 CASE INFORMATION CHARGEBACKS FIELDS AND DESCRIPTIONS SECTION ONE B 44 47 CASE INFORMATION CHARGEBACKS FIELDS AND DESCRIPTIONS SECTION TWO 47 ids pc rpeEeED 48 CASE INFORMATION CHARGEBACKS FIELDS AND DESCRIPTIONS SECTION THREE B 48 APPENDIX ep E EE E EE EEA EE EEAS E E E E A EE A E H 49 CASE INFORMATION RETRIEVAL FIELDS AND 6 hr nnne nnns nnns 49 Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 3 of 70 User Man
29. T ADDRESS AND ZIP CODE DO NOT MATCH D INTL ADDRESS AND ZIP CODE MATCH E ERROR RESPONSE FOR MERCHANT CATEGORY CODE F ADDRESS AND ZIP CODE MATCH UK ONLY G ADDRESS NOT VERIFIED INTERNATIONAL I INTL ADDRESS NOT VERIFIED M INTL ADDRESS AND ZIP CODE MATCH 5 ADDRESS AND ZIP CODE DO NOT MATCH ZIP CODE MATCHES ADDRESS DOES MATCH R ISSUER SYSTEM UNAVAILABLE OR TIMEOUT RETRY S SERVICE NOT SUPPORTED BY ISSUER U ADDRESS INFORMATION UNAVAILABLE DOMESTIC W 9 DIGIT ZIP CODE MATCHES BUT ADDRESS DOES NOT MATCH Y STREET ADDRESS AND 5 OR 9 DIGIT ZIP CODE MATCH Z 5 DIGIT ZIP CODE MATCHES ADDRESS DOES NOT MATCH Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 59 of 70 User Manual elDS A two digit code which identifies how the cardholder account information was entered or captured at the point of sale 00 Unknown 01 Manual key entry 02 Magnetic Stripe Terminal 05 Chip Card Read data is reliable 90 Magnetic Stripe Terminal Full Unaltered Track Read 95 Chip Card Read Unreliable Data AUTH The issuer s reply to an Authorization Request The RESPONSE following are types of authorization responses Declined Response Pick up Response Reenter Response Referral Response The numeric code which corresponds with the Trans Type These code values are 5 Sale 6 Credit 7 C
30. account CODE information was entered captured at the point of sale 00 Unknown 01 Manual key entry 02 Magnetic Stripe Terminal 05 Card Read 90 Magnetic Stripe Terminal Full Unaltered Track Read 95 Card Read Unreliable Date Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 64 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Field ELECTRONIC CO An indicator that identifies a transaction between a MMERCE merchant and a cardholder that occurred over the INDICATOR Internet and other networks using a cardholder access Devise An Electronic Commerce Transaction is one of the following 1 Single Transaction for a Mail Phone Order 2 Recurring Transaction 3 Installment Billing Transaction 4 Unknown Classification Other Mail Order 5 Secure Electronic Commerce Transaction with cardholder certificate 6 Non Authenticated Security Transaction with set merchant certificate 7 Non Authenticated Security Transaction without set merchant certificate 8 Non Secure Transaction 9 Non Auth Sec Trans Non Comply with set merch is set capable 11 Set encryption cardholder certification not used 12 Set encryption cardholder certification used 13 Set encryption chip used and cardholder certification not used 14 Set encryption chip and cardholder certificate used 21 Channel encryption cardholder certificate not used 2
31. ash Advance 25 Sale Reversal 26 Credit Reversal 27 Cash Advance Reversal Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 60 of 70 Confidential amp Proprietary to First Data Corporation elDS_User_Manual doc elDS User Manual Appendix Auth Records Tab Detail Fields and Descriptions The following table lists the Auth Records detail fields and descriptions Click the GREEN ARROW to access the detailed records Feld Description CARDHOLDER This number identifies the cardholder issuer and card NUMBER brand AUTHORIZATION This is the date the transaction was submitted for DATE authorization approval AUTHORIZATION An issuer s reply to an Authorization Request The REPONSE following are types of authorization responses Approval Response Declined Response Pick up Response Referral Response AUTHORIZATION This is the code provided during the authorization CODE process if an authorization approval was received AUTHORIZATION This identifies the source of the authorization SOURCE obtained INAS Issuer Issuing Bank Base Below LCS limit Visa Banknet MIP MasterCard International Host First Data Merchant Services ATR Assured Transaction Response Non NaBanco FDMS Other Source Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 61 of 70 User Manual elDS Field
32. che 30 CASE INFORMATION RETRIEVALS DEFINED 31 32 lt A 32 XRANS CREDIT AB 5 Tee 33 AUTH RECORDS TAB eren Tene oo ve cr sua aus eee eee don vi EU aue tec Rove 34 e ER 34 CHARGEBACICACTIONS a an a ep dita rag eo as eue optas dese en cea P vet qeu 35 RETRIEVAL ACTIONS ctw 2 a doe aai 36 ADDITIONAL es e e CR ea a 38 CHAPTER 9 FREQUENTLY ASKED 5 5 1 1 a suono ausa onam suas 39 INC THIS CHAPTER Ee eren tie aee 39 5 05 5 92 39 39 WHERE SEE NEW CHARGEBA
33. clicking on the WORK CASE button is to place your mouse z over the selected Case Number the case number will change to red font and left click your mouse The type of message you selected will appear in the upper left hand corner of the bottom pane for example this is a Retrieval Alert The following fields will display DATE the date Merchant Services generated the Alert or Acknowledgement e USER ID the word SYSTEM will always appear in this field CASE NUMBER the unique case number assigned to the case e DESCRIPTION this field will always appear blank for Chargeback Messages See Appendix J for a list of Retrieval descriptions STATUS this field is only available on Retrieval Messages See Appendix J for a list of Retrieval Status Codes Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 21 of 70 User Manual elDS The Comment section of the MESSAGES screen will allow you to view notes specific to this case The notes will be written by Merchant Services and will explain what you will need to do to resolve the disputed item The bottom pane contains two buttons e Delete Message This button provides you with the ability to delete the message you have selected Messages that are not deleted by a user will be systemically deleted the the system after 60 days e Work Case This button provide
34. d images This can be set using Page Properties through the image software configuration Software Requirements m mee The following table displays the minimum software requirements and recommendations to access system Tech Talk Operating System Microsoft Windows 95 or higher Web Browser Either one of the following e Internet Explorer 5 1 or higher e Netscape 6 0 or higher Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 12 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Tiff Compressed File Type TIFF Image Compression CCITT Group 3 1d or CCITT Group 4 2d Resolution 200 dpi Color Black and White Size 8 gt X 11 inches Portrait Internet Service A company that provides direct access to the Internet The Provider ISP connection to the Internet can be dial up analog or a high speed digital service Any business that wants to connect to the Internet is required to contract with an ISP Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 13 of 70 User Manual elDS Chapter 3 Enrollment In This Chapter e Enrollment e User ID Security Chapter Definitions Toms iA ALIE e UserID A User ID or User Name is a name used to gain access a computer system or secure a
35. e from the Merchant Services back office 1 Clicking the Help icon will access the Online Help system specific to the business use or functionality of the product Search Clicking the Search icon launches a window providing search functionality for specific cases You can choose to search Chargeback or Retrieval cases by selecting the appropriate radio button Chargebacks C Retrievals Logout Clicking the Logout icon allows you to sign out of the product and return to your portal Home page Switch Merchant Clicking the Switch Merchant icon allows you to switch to a different merchant location This link will not appear if your profile has not been enabled with this functionality Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 16 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual N A Screen ID The Screen ID shows which combination of screen elements are being displayed at a given time N A Merchant The Merchant Number represents which merchant Number number was used when logging on Searching One of the features of the elDS system is the ability to search accounts based on the following criteria Criteria Definition Case 4 The Unique Case Number assigned to the case Merchant All merchants processing credit card transactions are assigned a unique number by t
36. eek less scheduled maintenance time Where can see my new Chargeback and Retrieval cases that need to work New disputes are located on the Queues screen within the Queue Selector Disputes that need to be reworked can be found on the Messages screen as Chargeback and Retrieval Alerts Why are some of my cases in the Queue Worklist displayed in red font Chargeback and Retrieval cases will display in red font once they are past the Due Date These cases will remain in the Queue Worklist for 5 days after the Due Date After the five days these cases can be located using the Search function only Where can find the issuing bank s cardholder dispute letter The cardholder letter and other issuing bank documentation can be found in the Case Files Merchant Output Package section of elDS Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 39 of 70 User Manual elDS How I find a specific dispute case Select the Search icon magnifying glass located on the Control Panel The Search screen will appear This screen provides you with the ability to search by Chargeback or Retrieval case options How I track of my dispute cases that are worked daily Disputes that are actioned will appear in either the Retrieval Work Tracker or the Chargeback Work Tracker The Work Tracker can be printed by placing your mouse in this
37. elect UNABLE TO FULLFILL RETRIEVAL REQUEST from the ACTIONS drop down box 2 Click the SUBMIT ACTION button Add User Notes Images 1 Select ADD USER NOTES IMAGES from the ACTIONS drop down box 2 Enter notes in the ADD NOTES box optional 3 Click the BROWSE button to locate Tiff document to attach optional 4 Click the SUBMIT ACTION button Uploading Multiple Images To add a folder of images or multiple images to a case at one time follow the below steps 1 Click the BROWSE MULTIPLE button and navigate to the multiple scanned images Users can select a folder that may contain multiple images of files to upload by using the CTRL or SHIFT key plus mouse clicks 2 Click OK once you have selected the correct images or folders 3 Click the ADD to LIST button 4 Click the SUBMIT ACTION button to complete e Note Prior to selecting the SUBMIT ACTION button you may remove an image or file from the LIST OF IMAGES field by selecting the CLEAR ALL or CLEAR SELECTED buttons Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 37 of 70 User Manual elDS Additional Helpful Hints message will be displayed After all required steps have been completed the Submit Action button must be selected in order to complete your request If you need to change your action prior to selec
38. ent Product Benefits Sales Dispute Management Automated presentment of sales dispute cases includes comprehensive documentation explaining how to resolve chargeback e On Line Help provides detailed sales dispute information for educational purposes and possible preventative point of sale practices Merchants have the ability to make informed and educated sales dispute decisions to help gain control of sales dispute expense management Sales dispute management becomes faster easier and requires less support resources Postage and or telecom expenses are reduced Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 9 of 70 User Manual elDS Decreased Chargebacks Electronic delivery method ensures chargebacks and retrievals are not lost via the mail or fax Faster response times and Alert messages for retrieval requests result in a reduction of non response chargebacks Enhanced Financial Controls Ability to effectively manage back office workflow Provides queue prioritization and sales dispute inventory control Protect cardholder information by eliminating paper Ease of Use e Simplifies back office tasks associated with the management of chargebacks and retrievals Merchants receive acknowledgements and comprehensive messages clarifying required documentation for fulfillment Rev 09 01 2009 V1 0
39. g System The Operating System OS is the most important software program that runs on a computer Every general purpose computer must have an operating system to run other programs Operating systems perform basic tasks such as recognizing input from the keyboard sending output to the display screen keeping track of files and directories on the disk and controlling peripheral devices such as disk drives and printers Web Browser A software application used to locate and display Web pages First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 11 of 70 User Manual elDS e TIFF Acronym for tagged image file format one of the most widely supported file formats for storing bit mapped images on personal computers both PCs and Macintosh computers TIFF graphics can be any resolution and they can be black and white gray scaled or color Files in TIFF format often end with a tif extension Hardware Requirements THER xa The elDS system has been designed to work on today s standard office computing his equipment Tech Ta following table displays the minimum hardware requirements and recommendations to access the system PC IBM Compatible Processor Pentium 90 MHz RAM 16 MB Hard Disk Drive 15 MB free disk space Screen Resolution 1024 X 768 Recommended Scanner Optional The images must be submitted as tif compresse
40. geback information fields and descriptions can be found in Appendix D Case Information Retrievals Defined The RETRIEVAL INFORMATION screen displays retrieval details that may be used during research of the case If you decide that you do not want to work this case you may use the Release Case button Clicking RELEASE CASE will return you to the Queues Tab and close the case simultaneously Refer to the screen print below Release i Note Detailed information regarding Case Information Retrieval fields and descriptions can be found in Appendix E Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 31 of 70 User Manual elDS Tabs C Trans Cedit Records User Notes latest merchant response be displayed as defaut User notes appear and scroll down as needed test merchant response will be displayed default User notes appear and scroll down as needed Case 123456789 Date 1 21 04 There are four different tabs on the CASES screen that allow the user to investigate and or resolve the case in question 74477 414 1 User Notes 2 Trans Credit 3 Auth Records 4 Actions User Notes Tab Case 129456709 Dato 12010 e 4 3 reen ID QUE NDA WIE aat Nor 1794 0961 z Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 32 of
41. heir acquiring bank Cardholder amp This number identifies the cardholder issuer and card brand Reference This is the 23 digit Outgoing Acquirer reference number Dispute Amount The chargeback or retrieval amount that is in dispute or is being requested Transaction Locator This number identifies the merchant s transaction reference number This information must be sent to Merchant Services in order to perform the search function Search Retention Timeframes are in the table below The timeframes begin after the dispute closed date Chargebacks 14 Months 3 Years Retrievals N A 2 Years To search for a specific record use the following procedure Developed by 02 elDS User Manual doc Rev 09 01 2009 V1 0 Page 17 of 70 First Data Learning Organization Confidential amp Proprietary to First Data Corporation User Manual elDS 1 Click the SEARCH icon e Result A new window launches providing search functionality for specific cases Chargebacks C Retrievals 2 Select the appropriate search type Chargebacks or Retrievals 3 Select one of the following criteria from the SEARCH field Case Merchant Cardholder Reference Dispute Amount Transaction Locator 4 Enter the criteria information into the box provided 5 Click the SEARCH button Tips e There is a five 5 case limit when accessing cases via the Search functio
42. idential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Appendix E Case Information Retrieval Fields and Descriptions The following table lists the Case Information Retrieval fields and descriptions Pead Deseiption O ACTION CODE This field will display the last action taken on the case Below is a list of all Retrieval Action Codes and their descriptions 01 OUTSTANDING 02 EXPIRED 03 IN PROCESS BY USER 04 WORKED BY USER 05 REQUEST COMPLETE CASE NUMBER The unique case number assigned to the retrieval MERCHANT merchants processing credit card transactions are NUMBER assigned a unique number by their acquiring bank CARDHOLDER This number identifies the cardholder issuer and card NUMBER brand REASON CODE This field will display the retrieval request code if the item pertains to a retrieval request and chargeback reason code if the item pertains to a request associated with an open chargeback case The description of that code will also appear DISPUTE Description of card type and region of the dispute JURISDICTION MERCHANT The business name of the client NAME TRANSACTION The amount of the sale along with the respective AMOUNT currency indicator determined by the transaction currency code table Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 49 of 70
43. lder checked into the DATE hotel or the date the cardholder rented the vehicle INTERCHANGE RATE A two digit numeric value that appears in the first INDICATOR 2 positions of the acquirer s reference number to identify the interchange rate program for which the transaction was presented for MasterCard 75 85 95 Consumer Standard auth needed if over floor limit 70 80 Merit Ill auth required 78 88 98 Merit l auth required except QPS 23 Convenience Purchase auth required 77 87 Petroleum Card Activated Terminal auth required 71 81 Supermarket auth required 97 Travel Industries Premier Service auth required 91 Warehouse Club auth required 92 Key Entered auth required 93 Passenger Transport auth required 96 World MasterCard T amp E auth required 90 Service Industries auth required GUARANTEE FLAG An indicator which identifies merchants who eligible for chargeback protection due to using the Surepay Signature Capture terminal storage process BATCH DATE The date for the merchant deposits sales and credits Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 56 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual BATCH The number assigned to the total deposits sales and credits POS ENTRY MODE Code which identifies how the cardholder s account information was entered or captured at the point of sale Developed by 02 First Data
44. n Once the limit has been met you will need to select the Release button in order to access another case time of merchant enrollment 5 45 days worth of dispute information will be immediately accessible via the Search function in elDS The search option for Transaction Locator is case sensitive if inputting alpha characters Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 18 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Chapter 6 The Message Screen In This Chapter e Introduction to the Message screen e Navigating the Message screen e Reviewing Chargeback and Retrieval Messages Chapter Definitions e Alerts Red Exclamation Point alert the user information provided to Merchant Services requires additional information e Acknowledgements Green Check Mark acknowledge receipt and or provide a status regarding the response provided to Merchant Services The Message Screen The Message screen provides you with important information regarding Chargeback and Retrieval requests you have already fulfilled Merchant Services provides specific Acknowledgements and Alerts for all your Chargeback and Retrieval disputes Review and work them daily to ensure you have the most up to date case status information Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS_User_Manual doc Confidential
45. nsaction between COMMERCE a merchant and a cardholder that occurred over INDICATOR the Internet and other networks using a cardholder access Devise An Electronic ECI iiie Commerce Transaction is one of the following 1 Single Transaction for a Mail Phone Order 2 Recurring Transaction 3 Installment Billing Transaction 4 Unknown Classification Other Mail Order 5 Secure Electronic Commerce Transaction with cardholder certificate 6 Non Authenticated Security Transaction with set merchant certificate 7 Non Authenticated Security Transaction without set merchant certificate 8 Non Secure Transaction 9 Non Auth Sec Trans Non Comply with set merch is set capable 11 Set encryption cardholder certification not used 12 Set encryption cardholder certification used 13 Set encryption chip used and cardholder certification not used 14 Set encryption chip and cardholder certificate used 21 Channel encryption cardholder certificate not used 23 Channel encryption chip used and cardholder certificate not used 91 No security protocol cardholder certificate not used Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS_User_Manual doc Confidential amp Proprietary to First Data Corporation Page 55 of 70 User Manual elDS Fed AIRLINE TICKET A number placed on a passenger s ticket to help the merchant identify the sale ticket record CHECK IN PICKUP This is the date the cardho
46. o B The following table lists the Chargeback Case Information Section Two First Chargeback fields and descriptions INCOMING The chargeback reason code number and description CHARGEBACK associated with the first chargeback case REASON CODE MESSAGE FROM The incoming member message text the issuer ISSUING BANK provided with their First Chargeback MERCHANT DUE The date a merchant has to respond to the first DATE chargeback or reversal case FINANCIAL The date funds were taken from the merchant DISPOSITION account DATE Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 47 of 70 User Manual elDS Appendix D Case Information Chargebacks Fields and Descriptions Section Three B The following table lists the Chargeback Case Information Section Three Second Chargeback fields and descriptions E INCOMING The chargeback reason code number and description CHARGEBACK associated with the second chargeback case REASON CODE MESSAGE FROM The incoming member message text the issuer ISSUING BANK provided with their Second Chargeback MERCHANT DUE The date a merchant has to respond to the second DATE chargeback or reversal case FINANCIAL The date funds were taken from the merchant DISPOSITION account DATE Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 48 of 70 Conf
47. on Chargebacks The Chargeback Information screen displays chargeback details that may be used during research of the case Up to five cases can be reviewed at one time After each case has been opened it is displayed above at the top of the screen in the Open Cases area Clicking on the case number navigates to that case in the Cases tab The Chargeback Information display is broken into three sections e Section 1 Case Information e Section 2 First Chargeback e Section 3 Second Chargeback Rev 09 01 2009 V1 0 Page 30 of 70 First Data Learning Organization Confidential amp Proprietary to First Data Corporation Developed by 02 elDS_User_Manual doc elDS User Manual Frequently used fields are listed in the Section 1 but you can easily navigate through the three sections by clicking on the SECTION LINKS or by using the vertical scroll bar below Section lt If you decide that you do not want to work this case you may use the Release Case 947 button Clicking RELEASE CASE will return you to the QUEUES tab close the case simultaneously Refer the icon below Remember Release Note Detailed information regarding o Chargeback case Section One Case Information information fields and descriptions can be found in Appendix B o Chargeback case Section Two First Chargeback information fields Tip and descriptions can be found in Appendix C o Chargeback case Section Three Second Char
48. ons Used in This Manual In order to help you find what you re looking for fast several conventions have been used in this manual Click the START button When an action on your part is required such as clicking on a button or hyperlink the name of the button or link will always be CAPITALIZED and bold Click START ALL PROGRAMS When a series of actions is required for functions such as EIDS drilling down a menu of options the individual selections will be separated by a gt Type John Q Public in the USER When the directions are asking you to type something NAME field specific into a field the field will appear in ALL CAPS and the text to be typed will appear in italics Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 5 of 70 User Manual elDS How This Manual is Organized So that you can quickly and easily find the topic that you need when you need it this manual has been divided into three parts e Part 1 Getting Started o Chapters 1 4 In Part 1 you will learn the basics of getting started with elDS Information included in this section tells you about elDS what it does and what you need to use it Part 2 Jumping In o Chapters 5 8 In Part 2 you jump right in and get started with the details of how to make the system work for you This part of the manual tells you what
49. oprietary to First Data Corporation elDS User Manual doc elDS User Manual The ACTIONS tab allows you to respond to a chargeback reversal retrieval request or just add notes images to a case The ACTION drop down list presents you with response options to select The actions available in the drop down list are Chargeback Actions Dispute Reverse Chargeback Use this option if you wish to respond back to Merchant Services The case will be removed from the Queue Worklist once selected e Accept Chargeback Use this option is you wish to accept this dispute The case will be removed from the Queue Worklist once selected e Add User Notes Images Use this option to communicate within your own internal merchant areas Using this option does not send a response back to Merchant Services and the case will remain in the Queue Worklist Retrieval Actions e Retrieval Response Use this option is you wish to respond back to Merchant Services The case will be removed from the Queue Worklist once selected e Unable to Fulfill Retrieval Request Use this option if you are unable to fulfill the retrieval request The case will be removed from the Queue Worklist once selected e Add User Notes Images Use this option to communicate within your own internal merchant areas Using this option does not send a response back to Merchant Services and the case will remain in the Queue Worklist Chargeback Actions Dispute Reverse Chargeback
50. oration elDS_User_Manual doc elDS User Manual Remember This icon is used to indicate important and critical details It gives you a heads up that the corresponding information is xit yt something you should read carefully and pay close attention to Missing the information pointed out by this icon could mean missing Remember an important step necessary to function or procedure your reading about Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 7 of 70 elDS User Manual Chapter 1 Product Overview and Benefits In This Chapter e Product Overview e Product Benefits Chapter Definitions e elDS Electronic Integrated Dispute System elDS is a highly secure web enabled front end interface to help merchants and or clients effectively manage sales disputes Product Overview What is elDS Electronic Integrated Dispute System elDS is a highly secure web enabled front end interface to help merchants and or clients effectively manage sales disputes chargebacks and retrievals with greater efficiency in a real time environment Merchant Services created this web based tool to help merchants simplify back processes and expedite response time on retrieval and chargeback disputes The elDS service can also provide data and information to merchants to help them gain control of their sales dispute expense managem
51. pplication Tech e Password A secret series of characters that enables a user to access a file computer or program On multi user systems each user must enter his or her password before the computer will respond to commands The password helps ensure that unauthorized users do not access the computer network or application o Note Ideally passwords should be something that nobody could guess be at least 8 characters in length and contain both alpha and numeric characters as well as one non alphanumeric character such as an ampersand amp Enrollment Prior to accessing the elDS system you will need to enroll as an approved user of the system elDS security controls the rights to the application certain screens and the allowed actions for those screens elDS is accessed through your merchant reporting tool website Please contact your Relationship Manager Account Executive and Customer Service Representative for more information about how to enroll in elDS Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 14 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Chapter 4 Logging In amp Out of the System In This Chapter e Logging In to elDS e Logging Out of elDS Chapter Definitions da e Log In To make a computer system network or application recognize i TY Te you so that you can obtain access and or execute programs b
52. racker is specifically designed to update the cases in which action has been taken when responses actions are worked in centralized back office locations with high Chargeback and Retrieval volume ant Services E lt j Work Tracker Fitter by Case Process Date 2 15 04 Chargebacks gt ease merchant Amount in Dispute 123456789 123456788 0 999 099 USD 123466789 2 123456784 9 999 999 99 USD LI I Previous 4 gt Next e The FILTER BY CASE TYPE drop down menu list allows you to view only one type of worked case Chargeback or Retrieval at a time e The PROCESS DATE field displays the date the merchant s actions are being completed on e Clicking the GREEN ARROW allows you to view additional information pertaining to that case Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 24 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS Queue Selector User Manual The QUEUE SELECTOR screen separates all open casework into queues The Queue types are as follows e All Retrievals e All Chargebacks e Visa Chargebacks MasterCard Chargebacks e Diners Chargebacks e JCB Chargebacks e Discover Chargebacks e American Express Chargebacks e Proprietary Card Chargebacks e Wright Express Chargebacks e Voyager Chargebacks e Fleet Cor Chargebacks e Incoming Arbitration e Incoming Compliance e
53. s you with the ability to directly access the Retrieval or Chargeback case information related to the message Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 22 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Chapter 7 The Queues Screen In This Chapter Introduction to the Queues screen Navigating Work Tracker Navigating Queue Selector The Queue Worklist The Queue Screen The Queues screen is where you should go to view your new Retrieval and Chargeback disputes The QUEUES screen provides you two options 1 Queue Selector 2 Work Tracker Below is an example of the screen Selector Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS_User_Manual doc Confidential amp Proprietary to First Data Corporation Page 23 of 70 User Manual elDS Work Tracker Work Tracker allows the user the ability to view cases worked and either accepted or disputed for that day Atthe outlet store location level Work Tracker will be automatically Remember populated as actions are taken on cases within the outstanding Chargeback or Retrieval queues e At corporate or chain level Work Tracker will populate with cases in which actions are taken within the outstanding Chargeback or Retrieval queues upon refreshing the Work Tracker The refresh button located between the Queue Selector and the Work T
54. section and right clicking your mouse When is the daily cut off time for processing my disputes on today s date The daily cut off time is at approximately 5 15 PM EST At this time the Work Tracker will be cleared and the Process Date will change to the next day s date Who contact if am experiencing technical difficulties with elDS You can contact the Technical Assistance Center at 1 800 285 3978 between the hours of 8 00 AM EST 10 00 PM EST Monday through Friday Who can contact if have a question regarding a specific dispute You can contact the Merchant Services number located on your Dispute Notification form Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 40 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Chapter 10 User Best Practices In This Chapter The following chapter will cover some Best Practices related to the use and navigation of the elDS system Check your Messages daily for any Chargeback and Retrieval Alerts Alerts can be reworked and sent back to Merchant Services for review again Use the Printer Version or Download Spreadsheet option located within the Queue Worklist These options can be helpful to send outstanding dispute information via fax or email to one of your contacts for further research Use elDS to electronically respond to your disputes Responding with elDS will ensure Merchant Ser
55. sing Media 4 Illegible 5 Wrong Item 6 Merchant Response 7 Merchant Response 16 Unable to Fulfill 18 Merchant Response Signature Present Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 70 of 70 Confidential amp Proprietary to First Data Corporation elDS_User_Manual doc
56. t Faversm 2 s 000040 11444 322446 0901 22475090123 999999040 29999 9 Rut Crest Paversat zj Report begineing from 000000 Previous Next The Trans Credit tab displays any transaction information sales or credits relating to the cardholder account number in the last 6 months The most recent transactions will be displayed first in the listing Clicking on the GREEN ARROW displays additional transaction detail in a pop up window that can be reviewed and printed The Close button closes this window The Top button returns the user to the top of the screen Up to forty transactions can be displayed at one time The Previous and Next buttons can be used to review and print additional transactions The Report Beginning From dates will document the start date for the transaction data that is available online for research purposes e Note Detailed information regarding o Trans Credit Tab column fields and descriptions can be found in Appendix F Tip o Trans Credit Tab column fields and descriptions can be found in P Appendix G Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 33 of 70 User Manual elDS Auth Records Tab 0000 1224467690 122465 999 050 9 Crest Reversal 000000 122446 T0900 122465 999 050 ONOR 1 Crete Reversat w wwo 245 000059 010 OMMANI Crest Reversal 2
57. ting Submit Action you may click the CANCEL ACTION button This option will cancel the most recent action e The CLEAR SELECTED button will remove from the list the specific Tif image selected to be cleared If all required steps are not completed prior to submitting the response error Tip e The CLEAR ALL button will remove all Tif files from the list of images to upload The CANCEL ACTION button will allow users to select another action rather than continuing with the current action e The SUBMIT ACTION button will apply the action chosen to the case together with any notes and or images selected to be uploaded Prior to the End of Day batch process which transmits your responses to the Merchant Services back office you may upload additional images You will need to access the case through your work tracker or through the Search Icon and repeat your previous action and steps Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 38 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Chapter 9 Frequently Asked Questions In This Chapter In this chapter we will review some of the most frequently asked questions related to elDS and their corresponding answers What does elDS stand for elDS is an acronym for electronic Integrated Dispute System Can use elDS anytime want The elDS service is available 24 hours a day seven days a w
58. ual elDS APPENDIX P dece ev ctu PEE PE EN 52 TRANS CREDIT TAB COLUMN FIELDS AND DESCRIPTIONS 0 2 52 APPENDIX ERR SERRE 53 TRANS CREDIT TAB DETAIL FIELDS AND DESCRIPTIONS sees 53 hed lal eee 58 AUTH RECORDS TAB COLUMN FIELDS AND 2 lt lt 7 58 APPENDIX coe pesce e ci ene ca quera uc E REN n neca 61 AUTH RECORDS TAB DETAIL FIELDS AND 8 enne 61 APPENDIX 225 EEEEE 70 RETRIEVAL STATUS CODES AND 70 Page 4 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual elDS User Manual About This Manual elDS Electronic Integrated System is a highly secure web enabled front end user interface that helps merchants and or clients effectively manage sales disputes This manual is designed to help you find answers fast when working with the elDS system It is not a training guide or overview of the system requiring you to start at page one and not miss a word through the end Instead it is a logically organized cheat sheet full of information to help you quickly meet the needs of the elDS end user Conventi
59. upported by not provided by Issuer 2 UCAF is present Rev 09 01 2009 V1 0 First Data Learning Organization Developed by 02 Page 68 of 70 Confidential amp Proprietary to First Data Corporation elDS User Manual doc elDS User Manual Feld Description LEGEND FIELD Authorization Source DES NENONS INAS Issuer Issuing Bank Base Below LCS limit Visa Banknet MIP MasterCard International Host First Data Merchant Services ATR Assured Transaction Response Non NaBanco FDMS Other Source Origin Indicator D T SW Dial Swipe merchant Dial KY Dial authorization keyed transaction POS ECR Point of sale electronic cash register swiped POS SW Point of sale electronic cash register swiped Batch Authorization given to a batch of items Direst Marketing CRT Voice Authorization Voice Voice Authorization Dial Term Terminal Keyed D T Term Terminal Keyed T1 Track 1 T2 Track 2 CO2 Track data read but discretionary data was not sent to Visa MasterCard C90 Track data read amp discretionary data was sent to Visa MasterCard Swiped Swipe Merchant D SW TZ 90 Dial swipe merchant Track 2 code 90 Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS_User_Manual doc Confidential amp Proprietary to First Data Corporation Page 69 of 70 User Manual elDS Appendix J Retrieval Status Codes and Descriptions The following table lists Retrieval Status Codes and descriptions 1 Merchant Response 2 Mis
60. ustomer participation requested R Card not Present Address Verification Service not required U Card not Present 3D Secure Electronic Commerce V Card not Present Address Verification Service Requested X Disqualified custom payment service transaction W Card not Present 3D Secure Electronic Commerce CVV2 CVC2 A unique check value that is indent printed on the back of the credit card and can be validated through the magnetic stripe M CVV2 Match N CVV2 Does Not Match P Not Present S CVV2 Should be on the card but the merchant has indicated that CVV2 is not present U Issuer Not Participating Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS_User_Manual doc Confidential amp Proprietary to First Data Corporation Page 67 of 70 User Manual elDS Feld VISA This field displays to the user the CAVV Card CAVV MASTERC Authentication Verification Value Visa and or the ARD UCAF UCAF Universal Cardholder Authentication Field VALUE Master Card values and descriptions Visa CAVV Results Code Values Blank or not present CAVV not validated 0 not validated erroneous data 1 CAW failed validation 2 CAVV passed validation 3 CAVV validation could not be performed 4 validation could not be performed 5 Acquirer participation issuer is not 6 Issuer Bin participation for authentication not verification MasterCard UCAF Coded Values 0 Not Supported 1 UCAF S
61. vices receives your response in a timely manner and will result in a more timely resolution of your dispute Check the Trans Credit tab to verify if you have already issued a credit to your customer s account for their dispute The Trans Credit tab displays all transaction sale or credit information for the last 6 months that is related to the same credit card number and merchant number of the dispute Take full advantage of the OnLine Help functionality Click on Online Help if you need assistance with navigating within elDS or if you need a dispute related questioned answered Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 41 of 70 User Manual elDS Appendix A The Image Viewer Screen The image below and corresponding table provides detailed descriptions of each icon on the IMAGE VIEWER screen ks Imane Viewer Micrnsofl Internet Previous Page Function allows user to return to previous page viewed Next Page Function allows user to forward to next image in document Magnify Image Magnifies image in increments EM Reduce Image Reduces image in increments Im n Top of Page Function allows user to return directly to the top of the document Bottom of Page Function allows user to return directly to the bottom of the document Pan Scroll Cursor By clicking and holding the mouse button the
62. y entering a username and password Tech Tak Log Out Log Off Logging Out ends a session at the computer or in the program On networks or applications where you share computer resources with other users there is generally an operating system command or link that allows you log off Logging In elDS users will need to log in to the elDS product from their merchant reporting tool website For more information regarding the elDS log in process please contact your Relationship Manager Account Executive or your Customer Service Security Representative Logging Out To log out of the system locate the Control Panel at the bottom left corner of the elDS screen Click the LOG OUT icon located on the Control Panel 3 e Result You will be returned to your merchant reporting tool portal HOME page Developed by 02 First Data Learning Organization Rev 09 01 2009 V1 0 elDS User Manual doc Confidential amp Proprietary to First Data Corporation Page 15 of 70 User Manual elDS Chapter 5 The Control Panel In This Chapter e Using the Control Panel e Using Search function Control Panel The Control Panel is at the bottom left corner of the elDS screen Each icon performs a common task in elDS The following table lists the Control Panel options the icon and a description Refresh Clicking the refresh icon will reload all items currently displayed and updates any new data availabl
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