SUPPORT

Support Services

Here are answers from Edgil Customer Support to questions that many customers ask.

When you open the Transaction Selection screen, EdgCapture retains the last selections that you made. You may have some "sticky" selections that are limiting your search. Click the All button to clear the previous selections before entering your specific data.

For example, if the date is set to "yesterday" and the transaction was actually entered last week, you won't find the transaction even if you enter the correct transaction number or account number. When you reset the selections to "All", EdgCapture searches through all possible dates. The results are then displayed in chronological order.

A "call center" requires a phone call to the credit card authorization center for voice approval. The authorization network returns a "call center" response for a transaction when there is a change in the customer's spending pattern or when the card has been reported lost or stolen. Payment networks sometimes also return a random "call center", even when there is no problem with the customer's account.

To process a "call center" transaction, you have to call the authorization center at a designated number and provide any requested transaction information. The correct number to call should be available at your workstation. The authorization center will then approve or decline the transaction. If the transaction is approved, the operator supplies an authorization code to enter into EdgCapture that allows the transaction to be captured. Right-click the transaction, select "Authorize Held Transaction", and enter the authorization code.

If you have automated systems transmitting transactions, you might need to check periodically for "call center" transactions by selecting "Release Held Transactions" from the Transactions menu. EdgCapture will display a list of any current "call center" transactions that need voice authorization.

If you make a mistake when you enter a transaction--say, the amount is wrong or you chose the wrong merchant--you can correct the error by voiding the transaction and entering it again. Voided transactions never appear on the customer's statement. Voiding only works if you entered the original transaction today during the same settlement period, however. If you find a mistake in a transaction that was entered on a previous day or after your settlement period, you will have to issue a credit for the transaction amount.

It's best to run the Transaction Manager on a 17" or larger monitor and set the screen resolution to 1024 x 768. If this resolution makes the text too small for you to read, use the scrollbars to move around the screen.

EdgCapture accepts ATM or debit cards that are branded by either MasterCard ® or
Visa ® and do not require the customer to supply a PIN number. EdgCapture treats branded debit cards like credit cards during processing, but the payment network treats them like checks, deducting the transaction amount from the customer's checking account.

It's important to check settlement regularly either on the day after transactions are received, or on Monday if your site does no business on the weekends. Settlement does not often fail, but problems can occur with your connection or with the payment processor.

You can check settlement using the Transaction Selection screen. Transactions that are ready for settlement are located in the "Marked for Capture" queue in the EdgCapture database, and transactions that have been settled will be in the "Captured" queue. To check settlement for the previous day, select "yesterday" for the date and "Marked for Capture" for the queue. When settlement has succeeded, there will be no transactions in this list.

Many sites also set up a scheduled report that includes all captured transactions from the previous day. If there are no transactions on this report, settlement has failed, and you should call Edgil support for assistance.