Your User Guide to Merchant Online
Contents
1. 21 Privacy and security We take the privacy of your data very seriously All your data is sent over a secure 128 bit SSL connection at the time of writing the strongest standard encryption method used on the worldwide web For security reasons and following advice from MasterCard and Visa we can only show the last four digits of any card number When creating a search you can enter the full card number if you know it Otherwise use the symbol to represent missing digits For example enter 1234 to search for any card number ending in 1234 Whenever you arrive at a screen on which a card number appears we will only display the last four digits Your user ID PIN and password give you a unique identity You ll be able to see only the data that you have permission to see Always keep your PIN and password secret so that no one else can use them to log on and see your data For additional security we will never send you any emails that contain a link to this or any other secure site We strongly recommend that you only ever navigate to our site by keying in the web address into your browser s address field or by clicking on the logon page in your favorites Cookies To use Merchant Online you must have cookies enabled in your web browser they are enabled by default A cookie is a small piece of text placed on your computer by our web server Cookies enable us to manage your progress through the website a2. AFIs and Chargebacks Detail RFI Chargeback Notification Date Transaction Date Customer Transaction Ref No Acquirer Ref No RFI Ref Now Chargeback Ref No Merchant 1D Merchant Name Company No Store No Card Scheme Card No Transaction Value Chargeback Value Sale Refund Input Method RFI Chargeback Reason Code RFI Chargeback Reason Description Type Settlement Value CAM No Airline Ticket No Log Off Printing and saving Choose File Print to print your data or click the appropriate link above the table data to download the file Wherever data is displayed in a table you can choose to save it to your computer as a CSV Comma Separated Values file or as an Excel file MS Excel 97 or later required Where the table represents search results the downloaded file will have additional columns to those shown on the search results screen holding all the data shown on the relevant detail screen Note that the standard settings in Windows XP Service Pack 2 may prevent you from downloading files you may also experience with Vista You may have to adjust your security settings to permit this 11 Invoice search If you receive monthly Merchant invoices use the Invoice search menu listing to see your invoices for the last 12 months New monthly invoice data will be available from 07 30 UK time on the first working day of the month Please note These a
3. User 10 below then click on the Sontinse button to proceed legal jur User 10 eg bloggf0042 was issued to you at the time you were registered for access e Key the first 5 digits of your activation code into the first box and the second set of 5 digits into the second box Then click the continue button GS Clydesdale Bank Yorkshire Bank Log On Choose a PIN and Password PIN sses Confirm PIN osse Password seeseeeee Confirm Password sseseesee Continue e Think of a 4 digit Personal Identification Number PIN and key it in You will need this every time you log on so use a number that you will be able to remember and please keep it secure Think of a password of between 6 and 20 characters and key that it in too Again you will need this every time you log on so use a password that you will be able to remember C4 Clydesdale Bank Yorkshire Bank Log On Choose a PIN and Password PIN sess Confirm PIN sses Password sesseeses Confirm Password ssseeeess _cenaioue e In choosing a password make sure that it is nothing too obvious such as your name or admin A mixture of numbers and letters is best For tips on choosing secure passwords use the Help link at the top of the screen e Choose a security question and answer This should also be something that you can remember We may use this question and answer to confirm yo
4. C Clydesdale Bank amp Yorkshire Bank Merchant Services Your User Guide to Merchant Online Contents Page Welcome 3 Which user category are you 4 How to join 5 Logging on 7 Options of service 9 RFls and chargebacks search 10 Invoice search 12 Transaction information 14 Currency reports 16 User maintenance 17 Logging off 19 Lost ID 20 Accessibility 21 Privacy and security 22 System maintenance 24 Changes at your company 25 Some technical terms explained 26 Welcome This is your user guide to Merchant Online As you know Merchant Online is a web based management information service for Clydesdale Bank and Yorkshire Bank Merchant Services customers You simply click through to your own section of our secure site at www cybmerchantservices co uk to view and download all of the most recent card transactions accepted by your business What s more you can pick up Requests for Information RFI and chargeback notices instantly rather than waiting for them to arrive by post This means you have valuable extra time to make your response Losing a payment by not meeting a tight RFI deadline is something you can now more easily avoid This guide is designed to help you e Get early notification of chargeback details by email e Reconcile card transactions to your bank account e Search for transaction details e View your inv
5. Institution by the Financial Services Authority No 530923 Clydesdale Bank and Yorkshire Bank are trading names of Clydesdale Bank PLC Registered in Scotland No SC001111 Registered Office 30 St Vincent Place Glasgow G1 2HL Authorised and regulated as a bank by the Financial Services Authority No 121873 DU580 26
6. ccount Choose a specific company to see the reports available for that company e Daily currency processing summary also known as NBT339 Available for 31 days online from 0930 UK time each working day e Daily currency settlement summary also known as NBT505 Available for 31 days online from 1700 UK time each working day CS Clydesdale Bank Yorkshire Bank Summaries NBT339 Mer Merchant 10 aos Transaction Cerrency Merchant Mame c Value of No of vaise of Net Card Product Type Sales Refunds Refunds valse Merchant 10 Company Total e Currency settlement summary by day also known as NBT506 Available for 400 days online from 17 00 UK time each working day e Currency processing and settlement data will be available from 16 00 UK time each working day Processed TramsacGons Summary Chargeback Summary Sundry Items Chargeback Details 16 User maintenance Administrator options A super user or administrator has the power to set up user IDs for colleagues within your organisation For example you could create two new online users and choose which type of report each user should see delegating chargeback details to one and invoice details to the other Only a super user or administrator can amend a user s details For a reminder of the various levels of control please see page 4 Make sure that you ha
7. e Transaction search to search for a particular transaction by date amount reference number etc If your search returns more than 200 records please refine your search criteria You can fill in any or all of the fields to narrow your search to find your information faster e Transactions are uploaded to Merchant Online when you first register for the service transactions before that date are not shown So during the first month this page will show records applying to a period less than 31 days You can click any item the Search Results list for full details in 14 GS Clydesdale Bank Yorkshire Bank Printing and saving Choose File Print to print your data or click the appropriate link above the table data to download the file Wherever data is displayed in a table you can choose to save it to your computer as a CSV Comma Separated Values file or as an Excel file MS Excel 97 or later required Where the table represents Search results the downloaded file will have additional columns to those shown on the Search results screen holding all the data shown on the relevant Detail screen Note that the standard settings in Windows XP Service Pack 2 may prevent you from downloading files You may have to adjust your security settings to permit this 15 Currency reports If your company receives Currency processing and Settlement reports you can view them on screen to help you reconcile your bank a
8. n your user ID ask the Merchant Online administrator in your organisation to look it up for you using their View user Search screen Forgotten your PIN or password If you ve forgotten your PIN or password ask your organisation s Merchant Online administrator to issue you with a fresh activation code The administrator can issue a fresh activation code for a colleague by navigating to the user maintenance screen searching for the user s details and clicking on the Issue new Activation code button on the View user detail screen When the code arrives by post enter your user ID on the log on page as usual and you ll be asked to enter the new activation code You can then choose a new PIN and password If you are an administrator and have forgotten your own PIN or password contact the Merchant helpdesk by telephone on your usual contact number 20 Accessibility We ve designed all Merchant Online website pages to be accessible by standard assistive technologies such as screen readers We are committed to making our site more accessible and support the Web Accessibility Initiative WAI The application does not open links in a new window apart from Help screens Welcome and activation code letters can be supplied in alternative formats such as Braille Grade 1 Braille Grade 2 Large Print or Audiotape There is a section on the registration form and on the create user screens to request such formats
9. nd are not a security or privacy risk If you have disabled cookies within Internet Explorer you can enable them again by following these instructions To enable cookies in Internet Explorer v6 e From the Tools menu select Internet Options e Select the Privacy tab e Click on the Edit button in the websites panel e Under Address of website key in www cybmerchantservices co uk and click on the Allow button e Save changes by clicking on OK twice To enable cookies in Internet Explorer for the Mac e From the Edit or Explorer menu select Preferences e Click to expand Receiving Files Click Cookies e From the cookies drop down menu click to choose ask for each site After making any changes to cookie settings you should close and re open your browser to ensure the changes take effect If you experience any problems with cookies you should refer in the first instance to your own PC support desk Javascript The application does not require scripting to be enabled 22 Security You can help us to protect your data The UK Government s National Infrastructure Security Co ordination centre recommends that you protect your computer by e Ensuring your browser is up to date Visit your browser supplier s website regularly and install any recommended patches and updates e Using an Internet firewall to protect your computer from hackers and keeping it up to date e Scanning your computer reg
10. nistrator As well as having three levels of user Merchant Online can also be set up for up to three organisational levels group company and outlet A group may consist of several distinct companies a company may have one or more outlets You can of course have a single level or just two If you opt for this three level structure super users are always placed at the highest level with permission to view all details of all the groups or companies or outlets beneath An administrator or user at company level can view reports for that company and all outlets reporting into it An administrator or user at outlet level can only see reports for that outlet How to join To use Merchant Online details such as your address and email will need to be entered on the website by an administrator or super user We will then send you two separate letters of confirmation The first letter welcomes you to Merchant Online and contains your user ID The second contains your activation code Once you have received both letters you activate your account in the following way e Open your browser we recommend either Internet Explorer or Firefox at the present time e Go to www cybmerchantservices co uk e Key in your user ID and then click the continue button e Keep arecord of your user ID as you will need it every time you log on CS Clydesdale Bank amp Yorkshire Bank FE Log On Enter User ID Pease enter your Merchant Online
11. oice details e Grant access to Merchant Online to selected personnel e Reissue a new activation code if a user has forgotten their PIN or password You can access further assistance when using Merchant Online by clicking the Help link at the top of each screen Important Note If you currently use the services of WorldPay to collect payments for goods or services sold via your website or call centre you may already be receiving management information from them The Merchant Online service is complementary to and may in some areas duplicate any such management information Which user category are you As you read through this user guide you will see places in which facilities are detailed differently in relation to user status Merchant Online groups users of the service into three categories SuperUser e The first user created in your organisation e Can create other Users Administrators and SuperUsers including a deputy or replacement e Can modify the details and powers of other Users Administrators and SuperUsers e Has access to all reports Administrator e Can create other Users and Administrators e Can modify the details and powers of other Users and Administrators e Has access to all reports The SuperUser can delegate all online administration to an Administrator while retaining overall control e Can view and download the reports they have been authorised to see by a SuperUser or Admi
12. p 9 Yorkshire Bank Merchant Services User BLOGGF0003 RFIs and Chargebacks User Detail Invoices Full details of the selected user Use the buttons at the bottom of the screen to change this user s configuration Transactions User Maintenance Group Company Merchant ID 12345678 Permission Level Merchant Title Dr First Name Cait User Detail Surname O Beirne Create User User ID BLOGGF0004 User Type Merchant User View User Search Results User Guide Functionality that this user is entitled to use RFIs and Chargebacks Invoices Transactions Currency Reports Last Activation Address Address 1 CYB Merchant Add 1 Address 2 CYB Merchant Add Address 3 CYB Merchant Add Address 4 CYB Merchant Town Address 5 CYB Merchant Country Post Code CYSS 6YF Creating User ID BLOGGF0003 User s Telephone No 0207 12345678 User s Email Address me home com Date of Creation 01 Jul 2011 16 56 23 User Status Active Written Documentation Normal Print Security Question RESTRICTED ACCESS Security Answer RESTRICTED ACCESS Issue New Activation Code Delete Logging off When you ve finished your online session use the log Off menu entry For enhanced security there is a 10 minute time out This means you ll be automatically logged off after ten minutes if you don t click on anything This will help to prevent unauthorised use 19 Lost ID Forgotten your user ID If you ve forgotte
13. plore other options please see next section Option of services The options available to you are listed in the menu at the left hand side of every screen Just click entries on this menu to navigate around the site The options listed on the menu will be as follows e Requests for Information RFls and chargebacks e Invoices e Transactions e Currency reports e User maintenance e User guide this guide e Log off Please Note You may not see all of these options listed as your super user and or administrator may have decided they are not relevant to your user status For instance you may only have Invoices or Transactions and if your business only takes card transactions in Sterling the Currency Reports facility will not be of use to you There are links at the top of every screen for Further Information including a Help link RFIs and Chargebacks search When you first register to use Merchant Online we ask you to supply an RFI and chargebacks contact email address This is so that we can notify you of new Requests for Information RFI or chargebacks from card issuers These will be automated emails Please do not respond to them as they have no inbox Instead once you get a notification go to the RFls and Chargebacks Search page of Merchant Online to find details of the new RFI or chargeback You will also get written notification of the RFI or chargeback in the post shortly afterward
14. rans Trans American sitions ont urenases VAT Code VAT Desciption Net Amount VAT Rate Trans Value of Charge Trans Rate 1 602 03 Trans Value of Charge Rate 1 602 03 Charge Amount 19 65 VAT Amount 0 00 Cards Acquired by Clydesdale Bank and Yorkshire Bank Merchant Trans VAT Charges Code 19 65 E Trans VAT Charges Code 19 65 E Where the table represents search results the downloaded file will have additional columns to those shown on the search results screen holding all the data shown on the relevant detail screen Note that the standard settings in Windows XP Service Pack 2 may prevent you from downloading files You may have to adjust your security settings to permit this 13 Transaction information Use this screen to view online details of your transactions processed over the last 31 days Transaction data will be available from 09 00 UK time each working day Note that on peak processing days such as the first working day after a public holiday weekend it may take us a few minutes longer to make your data available To search through a company s or outlet s transactions choose View transactions and pick a processed or transaction date GS Clydesdale Bank Yorkshire Bank Company Merchant 10 Card No Status A Card Scheme Card Product Type A Card Type u User Maintenance User Guide Choos
15. re not VAT invoices you ll still receive the paper VAT invoice from us by post in the usual way as evidence for VAT reclaim Search for details of a particular invoice by filling in any or all of the fields on the Invoice search screen Narrow your search to find your information faster C4 Clydesdale Bank Yorkshire Bank Ri Is and Chargebacks Search Invoice Search Transactions User Maintenance ailable celine for the last 372 days User Guide Group Company Merchant ID 50116822 Merchant Level Merchant Invoice No Currency ul s Amount exc VAT Total Amount inc VAT Invoice Date From Apr 201 Invoice Date To i Partin Sart Order Daie Cancel Reset Search 12 Printing and saving Choose File Print to print your data or click the appropriate link above the table data to download the file Wherever data is displayed in a table you can choose to save it to your computer as a CSV Comma Separated Values file or as an Excel file MS Excel 97 or later required C4 Clydesdale Bank Yorkshire Bank RFIs and Chargebacks Store Trading Name Currency Charges Summary Cha scription Invoice Total VAT Analysis E Exempt Total VAT Services Card Product Trans No of per Type Type Trans Trans Commercial Cards MasterCard Cr Per 79 Cards Acquired by Other Acquirers Charge Card Product Trans No of per Type Type T
16. s you should always read these letters as well since they will ask for extra information or actions All the RFI and chargeback notifications issued to you over the previous 60 days period can be viewed online New RFI and chargeback notification data will be added overnight and will be available to view from 23 00 UK time each working day Note that on peak processing days such as the first working day after a public holiday weekend it may take us a few minutes longer to make your data available Use the search screen to find details of a particular RFI or chargeback An example search screen is shown below Each search request shows a maximum of 200 lines If you click on Next you will be shown the next 200 lines and so on You can fill in any or all of the fields to narrow your search to find your information faster Log off Company Merchant 10 Type Al RFI Chargeback Currency GBP RFI Chargeback Amount From RFI Chargeback Amount To Chargeback Ref No Notification Date From 1 July Notification Date To 10 July Transaction Date From 1 Apni W ANC t4 No Cancel Reset Search 10 The results of your search will be shown on the next screen Click on one of the RFl chargebacks listed to see more transaction details example below User BLOGGF0903 RFIs and Chargebacks Search lating to these and other RFIs Chargebacks You ni i farmaben and detmi the
17. sed log on attempts To unlock your user ID you will need to request and enter a fresh activation code just follow the procedure in the Forgotten your PIN or password section later in this guide C Clydesdale Bank Yorkshire Bank Log On Enter Pin and Password Beck Contewe For security purposes please check the Last log on date and time details shown to make sure that no one has borrowed your identity and made an unauthorised visit If you believe the date and time information to be incorrect please make a note of the information shown exit the site then report it to your administrator and to the Merchant helpdesk immediately on 08458 35 35 25 Home Legal Accessibility FAQ Help C Clydesdale Bank amp Yorkshire Bank Merchant Services Log On Check Last Log on Date Time Please use the Confirm button below to confirm that gt you are an authorised user gt you last logged on at Monday 12th March 2012 at 08 58 UK Time If you believe the last logon date amp time to be incorrect you should immediately make a note of the date amp time displayed click Exit and ring your usual HelpDesk number Click Change PIN Password to enter new security details if needed Exit Change PitiPassword Confirm Once you are logged on you will arrive at the Merchant Online homepage where you ll be able to choose the report you want or ex
18. stem set up before closing it down 25 Some technical terms explained Assistive Technologies Enhancements to a computer to assist users with disabilities to browse the web easily For example software that reads aloud through the PC speakers the contents of a web page to assist blind or partially sighted users Cookies A cookie is a small piece of text placed on your computer by our web server Cookies enable websites to track your progress through the website or store your preferences for the website and are not a security or privacy risk CSV Comma Separated Values the name of a commonly used file format for exchanging data between computers CSV format files can be readily imported into most spreadsheet programs such as Microsoft Excel or Lotus 1 2 3 Save the file to disk then open the file in your spreadsheet programme DDA The Disability Discrimination Act DDA is UK legislation which makes it illegal to discriminate against users with disabilities Our website is designed to ensure all users can access their data easily and securely We support the Web Accessibility Initiative WAI Firewall A security mechanism that isolates and protects your computer from threats on the Internet It is important to install correctly configure and regularly update a firewall If necessary we recommend you seek advice to ensure you have the right firewall product to protect you Spyware Spyware is software that can get ins
19. talled on your computer without your knowledge or permission as you browse the Web It monitors your activity on your computer and usually reports it back to whoever installed it Such data might be a list of the websites that you have visited for targeting web based advertising or junk mail or it might be user IDs and passwords that you use at Online Banking sites Spyware is always an invasion of your privacy and can be used for criminal purposes We suggest you install and regularly use Spyware detection and removal tools If necessary we recommend you seek advice to ensure you have the right anti Spyware product to protect you there are some well respected and free software tools available We do not install Spyware on your computer Virus A computer virus is malicious software which can get installed on your PC and make mischief in the worst cases viruses can render your computer inoperable Your computer can be infected by opening contaminated email attachments or simply by visiting a malicious website We strongly recommend that you install use and regularly update anti virus software If necessary we recommend you seek advice to ensure you have the right anti virus software product to protect your computer Clydesdale Bank and Yorkshire Bank Merchant Services is a service provided by WorldPay UK Ltd Registered in England No 07316500 Registered Office 55 Mansell Street London E1 8AN Authorised and regulated as a Payment
20. ularly for viruses and spyware and keeping your scanning software up to date We support this policy and cannot accept responsibility for data that is compromised if this policy is not adhered to For further guidance and policy see the Information Security section of Merchant Operating Instructions MOI available online at www cybmerchantservices co uk You will require your Merchant ID number to access the MOI page Browser security There are many different browsers available but some are more secure than others We recommend only visiting Merchant Online with Microsoft Internet Explorer v5 0 or above or Firefox 1 0 While the service may be used with other browsers we cannot guarantee that it will work correctly 23 System maintenance We occasionally need to suspend the service for essential maintenance or upgrades We undertake e To restrict such temporary suspensions to an absolute minimum e To time such periods so that they cause the least inconvenience 24 Changes at your company If you change your company identity or outlet Merchant identity for example by changing the legal entity from a Sole Trader Partnership to a Limited Company your existing Merchant Online service will need to be closed You will need to re register for the service as a New Merchant and will need to set up your other users again If you are planning to do this we recommend that you archive any Merchant Online data from the old sy
21. ur identity if you call the Merchant helpdesk on 08458 35 35 25 CS Clydesdale Bank amp Yorkshire Bank Security Questio Security Answer sweet e Finally press Continue Your account will then be activated and you will arrive at the Merchant Online homepage Once all of the above has been carried out you should safely dispose of the letter that details your activation code as it will no longer be required For better security it s a good idea to keep changing your user password Merchant Online will automatically prompt you to do this every 30 days Logging on You will need your user ID PIN and Password to log on to Merchant Online Here are the steps you ll need to take e Go to www cybmerchantservices co uk e Follow the link to Merchant Online e Key in your user ID and click continue e Key in the requested numbers or letters of your PIN and your password Please Note For extra security you will be prompted to change your password every 30 days Useful Tip Add Merchant Online Log On page to your Internet Explorer Favorites pull down menu the first time you visit to help you shortcut You have three attempts to enter the correct PIN and password characters If Merchant Online does not recognise the characters entered after your third attempt your user ID will be locked and you will be unable to log on We do this for added security to protect your data against unauthori
22. ve set up user IDs for deputies within your organisation to cover for such things as sick leave and holidays You should create a second super user ID as soon as you can If you are no longer the super user in your organisation for example because you are transferring to different duties make sure that you create a new super user ID for the colleague replacing you Use the User maintenance menu entry to create or amend user IDs Use Create a user to create a new user ID for one of your colleagues They will then receive their own Welcome and activation code letters and will be asked to choose their own PIN and password when they first log on Choose View user to create a Search for an existing user Once you have the user s details on screen you can e Edit the user s details change permissions reports that they can see etc e Delete them permanently from the service e Issue a new activation code if they have forgotten their PIN or password The new activation code will be posted to the user the following day 17 About activation codes e For security reasons activation codes cannot be issued by telephone email or online e Issuing an activation code cancels any other activation e Codes that may have been sent out recently e Activation codes expire after 21 days if you haven t used it by then you will need to request another one bility Legal Priv Contact Us FAQs Help Clydesdale Bank am
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