Customer Management Services
Contents
1. 8 VIEW EDIT BILLING CON ACT ssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 18 9 VIEW ACCOUNT GSTATEMENT een enen KN KR KR KR KR KR KR ER ER ER ER EN ER KR EN ER EN ER EN KR ER KR KR KR KR KR 19 10 VIEW EDIT DIRECT DEBIT DETAILS ccececececneneneneneneneneneneueueneueueueuens 21 Page 2 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 1 An Introduction to CMS This user manual gives a full user guide to the Sage Pay Customer Management Services CMS system The Sage Pay CMS system has been designed to make the administration of your Sage Pay account as fast and easy as possible The Sage Pay CMS system enables you to perform the following functions e Change your billing details e Set up or modify your Direct Debit details e View your current invoice In the near future the CMS system will be extended to allow you to Manage your existing vendor accounts more effectively Apply for new accounts Change currencies and card types Switch fraud prevention options on or off Manage your contact details If you have any questions about this guide please email info sagepay com If you have any comments or suggestions please email feedback sagepay com Page 3 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 2 Getting Started with CMS Online Help CMS has a very useful help system If you need help w2. details of your billing contact change you should modify them here to ensure that all invoices and billing related information is relayed to the right person Click on Edit your billing contact from the Customer homepage to get to the screen below Billing Contact Contact Name Tom Jones Address Line 1 100 Grays Inn Road Address Line 2 City London Postcode WE1X BAL o Country UK Ke e Mail Address tom d nes sage pay com 0645 111 4455 0845 111 4456 Phone Number Fax Number Mobile Number Email service announcements amp updates Email newsletters amp promotions denotes mandatory fields This screen will contain the current billing contact information that is listed on your Sage Pay account You can make minor adjustments or choose to change the billing contact information entirely You can also choose whether or not your billing contact receives service announcements and updates as well as newsletters and infor lion about Sage Pay promotions Once the new billing contact information has been entered click the button to commit your changes a ege Page 18 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 9 View Account Statement The View Account Statement section allows you to view credits and debits made against your Sage Pay account on or after the 1 April 2007 This allows you to view your account history and all paymen
3. existing users and to perform functions such as unlocking users or locking them out of the system Creating other users Creating a new user is a two step process 1 You need to enter the new user s details in order to create the user 2 You need to assign permissions to that user This m access to various screens and functions within user is created with no permissions at all 7 r step is described in more detail below granting them e system by default a he process involved in this To create a new user click on the Page 9 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay You will now be required to create a new user You must specify a username password display name and email address which will be used for account notifications If you wish you can also choose to initially disable a user by selecting the User is Locked Out checkbox You can then activate the account later when you are ready Additionally you can select the User has Admin Rights checkbox if you wish to grant this user admin privileges which will allow the user to login and create new users themselves When selecting a password try to ensure you choose a password that is secure a secure password contains a good combination of upper and lower case letters numbers and special characters such as amp or It is also a good idea to choose a password that is at least eigh
4. act again e vendor ecifie ainin d e the Passw Retriewa age D 3 A l prompte Ente If name a ErChnant number aSsigne pany A g D pace the ES give 1 dono e mercha er please refer to the Merchant Agreeme ent p E yur a E WOU P ae an one me sl umber aga ac IL YOU may enter a me of these 4 If the mercha ave entere alld YO e DE granted acce a page ay Ing jin getak IMPORTANT You will ONLY be able to access the Password Retrieval page once Your access will be logged and subsequent attempts will fail In order to access the page again you will need to contact Sage Pay directly at info sagepay com Enter your Vendorname fs send Email e Enter your Vendor Name and click the button if you have more than one Vendor Name you may specify any one you wish An email will be sent to the primary contact of the vendor account you specified The email contains a link to a Password Retrieval page allowing you to securely retrieve your password details e Click on the link within the email sent to you This will bring up the Password Retrieval page see below spelt Acquiring Bank Merchant Number Po e Enter your name and the merchant number in the fields provided Ensure you enter the correct merchant number that has been assigned to your company by your acquiring bank If you do not know the merchant Page 7 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay number please refer to the
5. the Administration screen In order for a user to be able to view or edit information they will need to be assigned the relevant permissions By default a new user has no permissions A user who attempts to access a page without the correct permission will be redirected to an Access Denied page To manage the permissions assigned to a user perform the following steps Select the user from the table at the top of the screen and click on the button The Permissions panel will be displayed see below Tick the relevant checkboxes to grant those permissions to the user Conversely untick those checkboxes where you wish to deny the user that permission Click the button to save your changes Permissions for sagepay Allow View Allow Edit H a ES SS SS A a U Managing users l i In addition to assigning permissions you are able to perform numerous other functions against a user Es Users are colour coded in the table depending on their current status Your Administrator user account will always be shown in orange all locked out deactivated users will be shown in red and all currently logged in users will be shown in green Page 11 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay Manage Users for starlights test store Display Name ee In Locked Out Admin Rights catherine jones catherine starlights test store starlight ee EE In the
6. the CMS terms of use security policy and privacy policy It also allows users to send feedback on both the CMS site and their experience with Sage Pay in general Link to User Admin section if the user has administrative privileges as in the example screenshot a link to the User Administration page will also appear in the menu Page 15 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 7 The Customer Homepage After you log into the CMS system you will be presented with the following page giving you an overview of your CMS account Starlight s Store Welcome to your Account Click on the function you wish to perform f Edit your Billing contact This allows you to edit the Billing Contact details we hold for your account The Billing Contact you specify will receive all monthly invoices credit notes and billing information associated with this account View your Account Statement This allows you to view your Account Statement which lists all invoices Direct Debits and credits made to you your account You can also download save and print any invoices or receipts associated with your account SREST Edit your Direct Debit details This allows you to set up a new Direct Debit Instruction or edit existing Direct Debit details using our secure and easy to use wizard all the normal Direct Debit safeguards and guarantees apply This is how your monthly payments
7. the details entered are accurate r ET By clicking the Next gt gt button at this point you are confirming the details you have entered Sage Pay will now use these details to take monthly payments by direct debit Page 22 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay Confirmation These are the details that you have entered for your Direct Debit Instruction Please click on the Next button to submit your Direct Debit Instruction to Sage Pay If you would like to change some of these details then please click on the Back button The collection of funds will be made on or just after the 16th of each month Therefore your collections will begin on or just after the 16th of May The company name which will appear on your bank statements against the Direct Debit will be Sage Pay a division of Sage UK Limited Note that if you have amended your existing Direct Debit Instruction these changes will not come into effect until the 1st of the following month Your Details Name of Bank Account Holder tom Jones Account Number 98745612 Sort Code 01 02 03 Bank Name Bank of Sagepay Bank Address 987 Ways wayLondon Bank Postcode NW10 7TH Reference Number Sagepay The final screen will ask you to enter an email address so that we can send you an email confirming the new Direct Debit Instruction Your Direct Debit Instruction has been changed To receive a confi
8. Customer Management Services User Manual Customers Sage pay Customer Management Services CMS Customer User Manual Version 1 2 April 2009 Ate APCPO Dg ogg eer j f ne A o Fg A Se e a ji A wem em Page 1 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay Table of Contents AN INTRODUCTION TO CMS ek KN KN KN KN KN KN KN KN KN KN KN KN KN KN KN KN KR ER EN KR ER ER ER ER KR KR KR KR KR 3 2 GETTING STARTED WITH CMS ae KN KN KN KN KN KN KN KN KN KN KN KN KN KN KN EN KN KN KN KN KN KN KN KN KR KR Ku 4 ONLINE THIELE EE 4 ACCESSING CMS EE 4 THE ADMINISTRATOR ACCOUNT LOGIN FOR THE FIRST TIME 4 3 LOGGING INTO THE CMS SYS EM nssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 5 YOUR CMS LOGIN DETAILS lt lt 4cucsdestvoveuancadansekeacictanecadonenusakeanedanieeanbens ceseawesawoaness 6 4 RETRIEVING YOUR LOGIN DETAILS aannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 7 LOGGING INTO CMS pachacaecdu esa sicwa menace AN E OT Manan 8 5 CREATING USER ACCOUNTS aen KK a KN KN KN KN KN KN KEEN EN KN KEEN EN KEN KN KR KREE KN KR KEE A KN 9 da CEET A USS breede Ee 9 2 ASSIGNING permissions CO auser 11 MANAGING USERS E 11 PERFORMING FUNCTIONS AGAINST A USER 12 6 NAVIGATING AROUND THE CMS SYST TEM saassssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 14 7 THE CUSTOMER HOMEPAGE cccucucucucucucueueueueueueueueueueueueueueueueueueueueueueuen 16
9. Merchant Agreement document provided by your acquirer If you have more than one merchant number you may enter any one of these Click the button e If the merchant number you have entered is valid you will be granted access to a page displaying the login details for your Administrator account If you incorrectly enter your merchant number you will need to contact Sage Pay directly at info sagepay com to unlock this page Note Ensure you store your login details in a safe place as you will only be able to access the Password Retrieval page once Your access will be logged and subsequent attempts will fail In order to access the page again you will need to contact Sage Pay directly at info sagepay com Once you have obtained your login details you are then free to log into the CMS system The following section explains how to do this Logging into CMS Now that you have your login details you are ready to login to CMS Enter the following information into the Login screen e CMS Customer Login ID Enter your unique CMS Customer Login ID e Username Enter your username e Password Enter your password If you have forgotten your password please enter your Customer Login ID and Username and click on the Forgotten Password link You will be sent an email containing your password Important Note Remember the Administrator account o Ows you to create and administer other user accounts You will not be able to rform any
10. above screenshot the Administrator account with the username starlight is highlighted in gray The username tom represents a user that is currently logged in highlighted in green The username catherine represents a user that is not logged in highlighted in white To either modify or perform an action against a user simply click the row in the table The user you are currently modifying will be highlighted in dark grey Manage Users for starlights test store Display Name a In a Out Admin a catherine jones catherine Yes ss Gen In the example above we can see that the username tom who is currently logged in is selected Additionally John Smith is coloured red because he is locked out i e user john will not be able to login his account is currently inactive Important Note A user is automatically locked out of the system if they incorrectly enter their password three times in a row They will not be able to log back into the system unless you unlock them Performing functions against a user You can perform a number of functions against a user e Click the Edit User button to amend the user s Display Name or password or to grant revoke admin rights to the user e Click to permanently remove the user fro e Ifa user is locked out click the button to reactivate the user Similarly if the user is currently active the q Lock Out User button will be displayed allowing yo
11. hilst on any of the CMS screens click on the button at the bottom of the page Accessing CMS To access CMS type the following URL into your browser window https customerservices Sagepay com The Administrator account Login for the first time Sage Pay will send you your CMS login details in the confirmation email that is sent to you on submission of your application form The first time you login to CMS you will need to use the Administrator login details sent to you The Administrator account allows you to create and administer other user accounts You will not be able to perform any other functions when you are logged in as an administrator Note You must create your own User account before you will be able to access the full CMS system Your Administrator account details always remain the same and you should ensure that you keep this information in a safe place If you are unsure of your login details you can access these easily vi the CMS system This ts explained in the next section Page 4 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 3 Logging into the CMS System To log into the CMS system click the Customer Login button on the CMS homepage Sage pay Customer Management Services sage Pay Customer Management Services allows you to edit the details we hold for your Sage Pay accounts You can change or add billing contact details wew your accou
12. ne i City London Postcode WEC1X BAL Country UK e Mail Address tom jones protx com 0845 111 4455 0845 222 4456 Phone Number Fax Number Mobile Number Email service announcements amp updates Email newsletters amp promotions denotes mandatory fields Cancel G Terms of Use Security Policy Privacy Policy General Feedback CMS Feedback sagepay com it Copyright 2009 Sage Pay a division of Sage UK Limited All rights reserved d An explanation of the different sections of the screen ki Slam below 1 User name and timestamp the name of the user and the time the user logged in are displayed at the top of the screen 2 Logout button the user should click this button when they wish to exit the system 3 Highlighted menu item this indicates the page the user is currently on Page 14 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay Link to the Technical Support website http www sagepay com support this links to a comprehensive resource that includes extensive technical advice fraud advice and merchant advice covering everything from how to integrate your payment solution with Sage Pay to how to apply for a merchant account Page sensitive help this gives the user further information on the different functions available on their current screen and how to use them Site Footer this links to
13. nt history download or pay outstanding invoices or edit the bank details from where your Direct Debit is taken If you are an existing Customer l Please log in here ProceeaP If you are an existing Partner SC Please log in here Page 5 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay You will then be presented with the Customer Login screen fF fF PF Forgotten Password Forgotten login details Your CMS login details You have been assigned a single Administrator account The Administrator account will only allow you to create and administer other user accounts from which you will be able to access the entire CMS system To login as the Administrator enter the following information e Customer Login ID e Username e Password If you are unsure of your login details please follow the instructions in the f ing section Page 6 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 4 Retrieving your Login Details If you are unsure of your login details you can access them easily in four simple steps e Click on the Forgotten login details Iink on the Login page You will then see the following Retrieve CMS Login Details In order for you to access your login details to the CMS system you will meed to perform the following steps 1 E equire enter endor Name E E d ANa ated ema CG Se e primary
14. o pay the invoice you will first be given the opportunity to review the details and ensure you are paying the correct amount for our services If you are happy with this summary you will need to clickl sss ee You will then be presented with the Sage Pay payment page where you will be required to enter your card details you will also be given the option of confirming or cancelling the payment before authorisation takes place For further information click on the link on the ge for more detailed instructions Page 20 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 10 View Edit Direct Debit Details The View Edit Direct Debit Details section allows you to submit new Direct Debit details or edit existing Direct Debit details Please ensure that you have an up to date and current Direct Debit I nstruction To enter new Direct Debit details you will need to follow a simple four step procedure 1 Tick to say that you have read and accepted our terms and conditions 2 Enter your bank account details 3 Confirm your bank account details 4 Enter an email address so that we can send you a confirmation email Sage Pay will take payment by direct debit on a monthly basis To complete the Direct Debit instruction you will need the following details to hand e Bank account number e Bank sort code e The full address of your bank including the post code You will be presented
15. other functions when you are logged in as an administrator You st create your own user account in order to access the full CMS system If you become locked out of the Administrator_user account you will need to email unlock sagepay com to request that your account be unlocked Page 8 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 5 Creating User Accounts When you have successfully logged in as the admin only user you will be able to view the User Administration screen similar to the screenshot below You can now create one or more users for yourself as well as for your colleagues and Staff You will have the option to assign permissions to each user giving you control over which areas of the system each user is allowed access to User Administration To create a new user click on the New User button Once you have created your user you can assign permissions to it by selecting the user from the grid and clicking the Permissions button You can then log out of the system and log back in using your new user to access the entire CMS system Manage Users for starlights test store Display Name Logged In Locked Out Admin Rights In the example screenshot given above only one user currently exists the Administrator user The Administrator user will always be shown in orange The purpose of the Administrator account is to create other users modify or delete
16. own in red This represents a payment that has not been made to Sage Pay as expected In this example there is an outstanding balance of 23 50 on the account The CMS system allows you to pay your outstanding balance by clicking on the table row see the screenshot on the PDF stands for Portable Document Format It s a distribution format developed by Adobe Corporation to allow electronic information to be transferred between various types of computers The software which allows this transfer is called Acrobat In order to view and print any invoice items you will first need to download and install a copy of Adobe Acrobat Reader Page 19 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay Invoices Credit Notes Account Statement TE 31 10 2009 __ Small Business Service 1289356 31 10 2009 Surcharge DD rejec 1228604 15 09 2008 Unpaid Direct Debit Pay Invoice Now You will be given the option to pay the invoice if you wish Click on to pay the outstanding amount using your debit or credit card see below Invoice Details Reference No 568494 Date 31 10 2009 Details Small Business Service Invoice Amount 33 50 Amount Outstanding 23 50 Amount to Pay 23 50 Click the Proceed to Payment Page button to make a payment of 23 50 Alternatively click the Back button to return to the previous page Proceed To Payment Page If you select t
17. rmation email enter your email address below and click the Send Email button We will not use this email address for any other purpose If you do not receive your email confirmation for whatever reason please contact us and we will be happy to send you a confirmation by post Confirmation Email Address a Send Email Once you have done this you will see an on screen confirmation message that your new instruction is now active shortly followed by your confirmation email Page 23 of 23 Copyright Sage Pay Ltd 2009
18. t characters long you can click on the button to view more detailed instructions on choosing a secure password If you prefer you can allow the CMS system to randomly generate a secure password by clicking the button New User Details Login Details Enter Username fs Wie tera eel wack Enter Password Ps Enter Display Name fs Enter Email Address Ps Account notifications will be sent to this address Useris Locked Out User has Admin Rights Passwords must be at least 8 characters in length and use at least 1 uppercase letter 1 lowercase letter 1 number and one special character from the list _ S 1 When you have entered all the required information click the but O save the new user settings The new user account will now be listed in the user table If vou ever need to unlock this new user account change User Account Privileges or e 5 a new user account altogether you will need to log into your Administrator account in order to do so important Note Remember that with all accounts that you create the CMS Customer Login will remain the same Page 10 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 2 Assigning permissions to a user By default a newly created user will have no permissions they will be able to login but they will not be able to view any information However if a user has Admin Rights they will still be able to access
19. to Sage Pay are made The Welcome tab provides links to the three main functions available to the user 1 Editing billing contact details 2 Viewing account statements and invoices 3 Setting up or editing Direct Debit instructions You can click on the Billing Contact or Direct Debit tab We view your current billing contact or Direct Debit details io You can also navigate to these functions using the menu in the left hand pane of the screen Page 16 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay Users who do not have privileges to view or edit the billing contact account statement or Direct Debit details will be presented with an Access Denied message see assigning permissions to a user above In such instances the user should contact their account administrator not Sage Pay who will be able to grant them the appropriate privileges If you require help at any point or if you need an explanation whilst in any parts of the system you can view page specific help by clicking on the link The following section provides a detailed breakdown of these three functions Page 17 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 8 View Edit Billing Contact This section allows you to modify the billing contact on your Sage Pay account The billing contact receives monthly invoices credit notes and billing information If
20. ts taken by Sage Pay at a glance On the example Account Statement below we have provided a number of examples including the account opening balance standard monthly charge and other charges based on a per transaction basis Important Note The Receipts and Credit Notes tabs are features that are currently not available The Invoices tab is available but only for invoices dated after April 1 2007 Please contact the Sage Pay Accounts team at accounts sagepay com for any enquiries relating to invoices dated before April 2007 Credit Notes Amt 0 S DD rejec 12278604 15 09 2008 Unpaid Direct Debit 512955 1208892 31 08 2008 Small Business Service To view invoices dated after 31 October 2009 you need to select the row in the table where the item you wish to view is listed and click on the button that appears see the screenshot below This lets you view the item you have selected in a printable format You also have the option to save the invoice in PDF Format too Important Note In order to view and print any account items you will first need to download and install a copy of Adobe Acrobat Reader You can download the software at the following link http www adobe com products acrobat readstep2 html Please also note that invoices are displayed in a separate pop up window so you therefore must ensure that your browser allows pop ups in ord iew an invoice In the example given above there is a transaction sh
21. u to deactivate the account This function can be used if you do not wish to grant a user access to your CMS account e aa if the selected user is currently logged in elsewhere you can click to SES log the user out of the system this will take immediate effect Page 12 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay e As explained above you can click the button to grant revoke permissions against a user at any time allowing the user view or edit access to different parts of the system Page 13 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay 6 Navigating Around the CMS System The CMS system provides a menu on the left hand pane to allow a user to navigate easily around the system The screenshot below shows a currently logged in user CMS Homepage Customers Home Your Details Billing Contact L Your Account User Administration F Note that an Administrative user would only see the User Administration menu and would not have access to this page Meee ee tom jones 1 Logged in at 14 04 2009 15 18 12 Edit Billing Contact Customer Management Services You can enter new contact details or amend your existing billing contact below When you have finished click the Save button to save your changes Billing Contact Contact Name Tom Jones ig Address Line 1 100 Grays Inn Road Address Li
22. with a screen similar to the one on the following page where you will be prompted to enter your bank account details Page 21 of 23 Copyright Sage Pay Ltd 2009 Customer Management Services User Manual Customers Sage pay sage pay sage Pay a division of Sage UK Limited Holborn Hall 100 Gray s Inn Road London WCTA GAL Name of Bank Account Holder tom Jones Bank Building Society Account Number 98745612 Bank Sort Code o1 o2 fos Name of your Bank Building Society Bank of Sagepay Postal Address of Bank Building Society DG Ways way London Postal Code of Bank Building Society NW 10 7TH Instruction to your Bank or Building Society to pay by Direct Debit Originators Identification Number 946598 Reference Number Not Mandatory Instruction to your Bank Building Society Please pay Sage Pay a division of Sage UK Limited Direct Debits fram the account detailed in this instruction subject to the safeguards assured by the Direct Debit Guarantee understand that this Instruction may remain with Sage Pay a division of Sage UK Limited and if so details will be passed electronically to my bank building society Today s Date 14 04 2009 Banks and Building Societies may not accept Direct Debit Instructions for some types of account di When you have entered your bank account details you will need button to proceed to the confirmation screen see the ne age P ase ensure that
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