Callpay User Guide

Download User Guide here.

  1. Welcome
  2. The Technical Bit
  3. Support and Training
  4. PCI Compliance
  5. Callpay Licensing
  6. Accessing Callpay

  7. Taking Payments

    7.1 Existing Customer

    7.2 Card payments

    7.3 Cash or Cheque Payments

    7.4 One off Payments

    7.5 Barcoded Invoices

    7.6 Creating New Customer Accounts

    7.7 Recurring Payments

  8. Search
  9. Refunds
  10. Reports
  11. Admin
  12. Contact Information
  13. Appendix

1  Welcome to Callpay                               

Callpay is our payment management system that enables you to collect payments from your customers using an easy, safe and flexible online solution. The key features of this system means you can:

  • Process credit card, debit card, cash and cheque payments from your customers in just a few clicks
  • Reconcile and report on your incoming and outgoing customer payments
  • Create allpay accounts for new customers and order payment reference cards for new and existing customers
  • Take one-off payments without having to create an allpay account
  • Create barcoded invoices so customers can make payments at any Post Office, Pay Zone or Pay Point outlet if enabled for these payment types.

Additional features include the ability to search for previous payments taken through the system, reconciliation reporting, email or printing of payment receipts, action refunds, and managing user accounts.

2  The Technical Bit

Our Callpay system is hosted by allpay and runs on our web servers. Access to Callpay only requires an internet connection and suitable web browsing software. Callpay will not require any software to be installed on the user’s computer so shouldn’t require additional support from your own IT team over and above maintaining a stable internet connection.

2.1       Internet Security

Safety first! Callpay uses 128-bit SSL (Secure Socket Layer) encryption – the standard protocol for online transaction security. Callpay creates an encrypted link between your internet browser and the allpay web servers ensuring all data transmitted between the two remains secure.

3  Support and Training

3.1       Support

Telephone and email support is available from allpay during office open hours. Office open hours are 8:00am to 6:00pm, Monday to Friday. Contact details can be found at the end of this guide.

3.2       Training

In order to maximise the benefits of Callpay for your organisation and minimize time and administration in the future, we recommend that all users of Callpay familiarise themselves with training materials which can be found here: allpay Help Centre (helpscoutdocs.com).

4  PCI Compliance

PCI DSS is a set of security requirements that are mandated by the card schemes and when implemented, provide a high level of security for cardholder data in your business. PCI DSS applies to any organisation that collects card payments, even if allpay collect them on your behalf. Following PCI rules ensures you are protecting your customer’s cardholder data and preventing any data breaches which could negatively impact your organisation.

allpay‘s payment channels are PCI DSS compliant. It is important that you follow the relevant PCI DSS regulations yourselves in order to use those payment channels in a compliant manner. You must be able to evidence your own compliance in the form of a PCI Self-Assessment Questionnaire, which will be requested from you on an annual basis from allpay.

If you have any questions around your PCI responsibilities or how to be a security superhero, please reach out to pci@allpay.net– we are always happy to help!

5  Callpay Licensing

Callpay uses concurrent licensing. This means that the number of simultaneous users accessing the system is restricted by the number of licences your organisation has with us. For example, if you’ve got 6 licences, regardless of the number of users you have, only 6 users can access Callpay at any one time.

Concurrent licensing can be managed through the system itself. The Callpay admin account allows management of individual user sessions; see Section 11. Admin for more information. Additional licences can be purchased by contactingaccountmanagers@allpay.net or calling 0330 135 9514 to arrange a quote.

6  Accessing Callpay

Open your internet browser software and type the following address into the address bar:

https://paymenthub.allpay.cloud

The following page will now display, if your Payments Hub account has access to Callpay you will see a tile on your dashboard. Click on this to access Callpay. Once logged into Payments Hub the following page will be displayed.

For information on registration for the Payment Hub, as well as forgotten and changing passwords please refer to the Payment Hub user guide which can be found here: allpay Help Centre (helpscoutdocs.com).

7  Taking Payments

Callpay can accept payments using credit and debit cards, cash and cheque. Callpay can also produce barcoded invoices, allowing customers to make payments at any Post Office, Pay Zone, or Pay Point outlet.

Before processing any payments, you will need to select the customer account type::

  • Existing Customer for customers who already have an existing allpay payment account (PRN or client reference)
  • One-off Payment for customers without an allpay account making a one-off payment or requiring a barcoded invoice (see Section7.5 Barcoded Invoices for more details)
  • Create Account for customers without an allpay account making regular/irregular payments (this option allows you to set up an allpay account for your customer, order a payment reference card, and take a payment all in one go!)
  • Recurring Payment for new or existing customers who want to set up a regular payment schedule on an ongoing/fixed basis

Your options on the Take Payment screen will depend on your user permissions. To view a flowchart summarising the payment options, please refer to Section 13.3. Take Payment Flowchart located in the Appendix section. For further information on user account creation and modification, please see Section 11. Admin.

7.1       Existing Customer

By selecting Take Payment from the menu bar, you will see the Existing Customer box with two search options. These options allow you to search for your customer with an existing allpay account using either a Payment Reference Number (PRN) or a Client Reference (this is is reference you gave them when you created their allpay account e.g. tenancy reference number/customer reference).

7.1.1     Using Payment Reference Number

A Payment Reference Number (PRN) is unique to each customer. A PRN will always be 19digits (all numbers) in length. When entered, the PRN will be subject to a standard LUHN check and IIN (Issuer Identification Number) cross-reference to search for your customer.

Follow the steps below to take a payment using a PRN:

  1. Select the Payment Reference Number radial button
  2. Enter a valid 19 digit PRN and click Search

  1. If a valid PRN is located, Callpay will display the customer details

NOTE: To ensure you are speaking to the account holder and putting the payment on the correct account, ask them to confirm their surname, first line of address and postcode for the account.

If these are correct, click Select (on the left of the customer details) to continue. If the PRN is incorrect or no match is found, Callpay will display the message “Invalid PRN number”.  If the PRN entered is valid but does not match the organisation the customer is paying, the message “The PRN you have entered does not belong to this organisation” appears.

7.1.2     Using Client Reference

Client references can be alphanumeric and contain between 1-16 characters for standard users. This reference although typically unique to each customer may on occasion display several seemingly identical results. This can occur when a customer has been ordered more than one payment reference card, or if a customer has been assigned the same reference number but on a different scheme. If in the unlikely event this occurs please select the most appropriate record before continuing. 

Follow these steps to take a payment using a client reference:

1.      Select the Client Reference radio button

2.      Enter a valid client reference and click Search

3.      If a valid account is located, Callpay will display the customer details


NOTE: To ensure you are speaking to the account holder and putting the payment on the correct account, ask them to confirm their surname, first line of address and postcode for the account.

If these are correct, click Select(on the left of the customer details) to continue. If the client reference is incorrect or no match is found Callpay will display the message “Sorry no account found”.

7.2       Card Payments

Card payments can be made by either creditor debit card. If your organisation has requested debit card transactions only, the word credit will be removed and system functionality restricted. 

Note: As part of your payment process and before continuing, you should ask the caller to verify that they are the bank account holder.

  1. Enter the amount to be paid and select Next

  1. Confirm the details with your customer then select Next
  2. Ask the customer to read out the long card number on the front (or back) of their bank card. The card number must be entered in full and should not contain any spaces or illegal characters(& ! - % etc). All bank cards are subject to a LUHN check to ensure they are valid at time of entry
  3. Ask the customer to read out their card expiry date and enter this as mmyy (no spaces or symbols required)
  4. Ask the customer for their security code, this is the 3 or 4 digits printed on the signature strip on the reverse of the card
  5. Ask the customer for the name of the account holder as it appears on the card, enter this then select Pay Now

7.2.2     Transaction Successful

Once the payment has been authorised, you will see the payment successful response, This will include a transaction reference and authorisation code.

7.2.3     Receipts

If your customer requires a receipt for their payment, you can offer a receipt or the payment authorisation code for their reference.

To give a receipt:

  1. In the payment confirmation window, select Receipt and a new pane will open

  1. You can either enter the customer’s email address and select Email Receipt or
  2. Print Receipt which allows you to print a copy of the receipt and send to the customer
  3. Close Window closes this window and takes you back to the payment screen
  4. Select Finish to complete the payment and go back to the home screen

7.2.4     Transaction Not Successful

If there have been any problems during the payment authorisation process, you may experience one of the follow Callpay responses:

Declined Transaction

For any number of reasons a bank may decline a transaction. If this occurs during the authorisation process, Callpay will display the following message. Should this message appear, you should advise the customer to contact their bank

Referred Payment

If Callpay displays the message “Transaction not authorised”, the customer should contact their bank for further details quoting the transaction reference number which can be found near the top of the screen

Timeout

If a timeout should occur whilst processing the transaction, the payment will not be taken from the customer’s account even if an authorisation code is present. However, it should be noted that the money may have been authorised and ring-fenced at the bank and depending on the bank, may be held in reserve for several days. In these situations, you should advise the customer to contact their bank

Connection to Bank

If Callpay experiences an issue verifying a transaction with the authorising bank, a message will be displayed. In this circumstance, select Retry Payment to try again

 

7.3       Cash or Cheque Payments

Cash or cheque payments are available for use with existing customers, one-off payments and newly created accounts requiring the following information:

Payment Type

The payment must be identified as either cash or cheque

Amount (£.pp)

Amount is how much the customer is paying. The amount payable in any single cash or cheque transaction must be greater than £0.99

To continue the payment process using the cash or cheque payment method, follow the steps below:

1.     Using the dropdown select either Cash or Cheque then enter the Amount

2.     Select Continue or click Cancel to stop the payment and return to the home screen

3.     Before you confirm the transaction, count the cash or check the cheque to confirm the amount

4.     A transaction acknowledgment will pop up giving you the option send a receipt


7.4       One-off Payments

This section is only applicable if you’re signed up for this feature

For authorised users only, Callpay will allow one-off customer payments, even if the customer does not have an allpay account.  This functionality requires a unique client reference supplied by you at the time of set up and creates a one-time-use account on the allpay system. This reference will be included in the payment information available through File Manager.  

Follow these steps to begin a one-off payment:

1.     Select a Client Code from the drop down list beneath “One-off Payment”

2.     Enter a unique client reference into the Client Reference text box

3.     Click Next

7.5       Barcoded Invoices

This section is only applicable to clients who are signed up for this feature

Our one-off payment feature provides a different “Payment Options” screen to any other payment types within Callpay. Together with “Card Payment” and “Cash or Cheque Payment”, Callpay offers a “Barcoded Invoice”, allowing customers to make payments at Post Office, Pay Zone, and Pay Point outlets.

Barcoded bills offer an alternative method for customers to make payments. The Callpay system is capable of processing barcoded payments using the unique Payment Reference Number located below the physical barcode. This works in the same way as Section7.1.1. Using Payment Reference Number.

Barcoded invoices are located within the ‘One-off Payments’ area of Callpay. ‘One-off Payments’ is an additional service which must be requested through allpay. Once activated by allpay, the Callpay Administrator is responsible for granting barcode access to each user. For further information on user account creation and modification, please refer to Section 11. Admin of this guide.

Follow the steps below to create a new barcoded invoice:

  1. Click the Take Payment tab
  2. Enter a unique client reference into the Client Reference text box beneath ‘One-off Payment’
  3. Click Next
  4. Beneath ‘Create a barcoded invoice’ select Next
  5. Specify an amount between £1.00and £10,000.00
  6. If required, enter an Invoice Reference(E.g. reason for the bill) and click Create Invoice

  1. If your web browser has Pop-up Blockers enabled, you may experience a message informing you that a pop-up window has been blocked.  To resolve this, click anywhere in the message and select Always Allow Pop-ups from This Site.  Continue to step 8
  2. A new pane will appear containing the barcoded invoice. The invoice will contain organisation name, invoice amount and Client Reference as well as instructions on how to pay

Note: This may be printed or emailed directly to the customer. Invoices may be personalised further by adding a corporate logo, controlled by the Callpay Administrator. Please refer to Section11.6 Manage Images within this guide for further information.


  1. Select Close Window to close the barcoded invoice pane and click Finish

7.6       Creating New Customer Accounts

This section is only applicable to clients who are signed up for this feature

The Create Account functionality within Callpay allows you to order a payment reference card for your customers outside of the Customer Account Manager system. This instant account creation option allows you to process customer payments immediately without having to wait for the payment reference card to be produced.

To begin creating a new account, follow the steps below:    

1.     Click the Take Payment tab

2.     Locate the Create Account box and click Next

3.     Enter the appropriate data into the fields provided:

Client Code

The Client Code represents a scheme specific to your organisation

Client Reference

Each customer must be assigned a client reference. This reference will identify the customer when payment information is relayed through File Manager and can contain between 1-16 alphanumeric characters

Title and Initials

The customer’s title and initials must be entered

Surname

The surname field must contain one surname only. If wishing to use multiple surnames, select one as the lead before continuing

Name on Card

The name(s) entered into the ‘Name on Card’ field will be embossed on the front of the allpay payment reference card

Additional Information

This field is optional. Information entered here will be included on the payment card carrier letter

4.     Select Next to proceed or Cancel to return to the home page

5.     On the next screen you will be prompted to enter the address The address entered here will be the address the payment reference card will be dispatched to

6.     Select Create Account to complete

7.     The account has now been created. Click Finish to return to the home page. Alternatively to take an immediate payment, select Take Payment.


7.7       Recurring Payments

This section is only applicable to clients who are signed up for this feature

The Recurring Payment option is available for customers to choose if they’re looking to set up regular payments without the need to call every time. Using recurring payments, your customers can specify how often payments are taken, how much will be taken, and whether they want an ongoing schedule, or a fixed number of payments.

In order to set up a recurring payment, you must have the correct permissions which can be updated by your Callpay Administrator see Section 11. Admin.  The following steps should then be followed:

  1. Select Schedule a Recurring Payment from the Take Payment page after selecting the customer; this will now display the Create Customer Profile page

  1. Enter the customer’s First Name and Last Name, then tick to select their preferred method of contact: Email or SMS, then enter their email address or mobile telephone as required

Note: All payment notifications will be sent to this selected method of contact.

  1. After entering the contact method, click Save. The system will then check whether the email address or mobile number exist in allpay’s database already (for example, it may be recorded against an online account or the mobile app that the customer uses to make payments). The email address and mobile number are unique against each customer profile

Note: If this information is matched to another account in our database, a message is displayed to confirm the PRN which this is set up against.

  1. It’s possible to edit the First Name, Last Name and notification preference at this stage by clicking this symbol to edit
  2. Once the customer’s profile has been created/confirmed, the payment screen will be displayed

  1. Select the payment method to be used for the payment. If a card is already saved in the account, choose it by selecting the button next to it. If no bank card is saved in the customer’s account, select Add Card. The card number, expiry date, security code and cardholder’s name must be entered before clicking Save Card

Note: The card number is always obscured when saved in order to comply with the Payment Card Industry Data Security Standards (PCI DSS).

  1. Once the payment method has been chosen, select Add Schedule below Payment Schedules in order to set up the recurring payment and choose whether the payment schedule is to be Ongoing (with no end date)or Fixed (with an end date, or for a limited number of payments), see 7.7.2Ongoing Payment Schedules or 7.7.3 Fixed Payment Schedules below for more details

7.7.1     Ongoing Payment Schedules

An ongoing schedule will have no end date which means the payments will continue to be taken from the bank card until the customer requests for it to be stopped.

  1.  Select a Start Date for the payment schedule (this is from the next calendar day, irrespective of bank holidays and weekends, and must not be more than three months in the future) 
  2. Enter the Amount to be collected (per collection, not total amount)
  3. Select the Frequency of payments - the options are: Weekly, Fortnightly, Four-weekly, Monthly, Quarterly, Annually. 

Note: The weekly, fortnightly and four-weekly payment is taken on a set day of the week (Mon-Fri). The monthly, quarterly and annual payment is taken on a set date in the month.

  1. Select Submit. A Summary page is displayed with a script which you must read to the customer.  This script includes details of the recurring payment and who the payment is being made to. If the customer does not wish to make any changes, click Confirm

The payment schedule that has just been created will now be displayed under ‘Payment Schedules’.

7.7.2     Fixed Payment Schedules

A fixed schedule has an end date or a fixed number of payments so once the end date or number of payments has been reached, the payments will stop automatically.

  1. Select a Start Date for the payment schedule (this is from the next calendar day, irrespective of bank holidays and weekends, and must not be more than three months in the future)
  2. Enter the Total Amount to be paid – this will be the total sum of the full schedule. E.g. if £100 is to be paid across 10 monthly payments, enter £100
  3. Select the Frequency of payments: Weekly, Fortnightly, Four-weekly, Monthly, Quarterly, Annually 

Note: The weekly, fortnightly and four-weekly payment is taken on a set day. The monthly, quarterly and annually payment is taken on a set date.

  1. Enter either an End Date or the Number of Payments to be made. The system will then calculate the payment amount to be taken per frequency, e.g. if £100 is to be paid across 10monthly payments, the system will calculate that £10 must be taken per transaction
  2. Select Submit. A Summary page is displayed with a script which you must read to the customer.  This script contains a calculation of the payment schedule to be set up, and who the payments are being made to. If no changes are required, click Confirm

The payment schedule that has just been created will now be displayed under ‘Payment Schedules’.

7.7.3     Editing a Payment Schedule

To edit a payment schedule, click the edit icon  next to the schedule underneath Payment Schedules.

It is possible to change the following:

  • Start Date - the new date must be at least 12 days in the future, to allow for this change to be communicated to the customer (N.B. if new date must be less than 12 days in the future, it is possible to close the current payment schedule and set up a new one)
  • Amount
  • Frequency
  • Bank Card

All changes must be confirmed by the customer after the script has been read to them. The customer will receive a notification via their preferred method of contact confirming the changes.

7.7.4     Cancelling a Payment Schedule

To cancel a payment schedule, click next to the schedule underneath Payment Schedules.

Once the cancellation has been confirmed, a notification will be sent to the customer via their preferred method of contact to confirm the cancellation.

Once all payments have been set up and confirmed, to return to the Callpay home screen click the ‘Callpay’ button in the top right of the screen.

7.7.5     Representment of a Recurring Payment

When a Recurring Payment fails because of Insufficient Funds in the account, the payment will be represented the following day (unless specified otherwise as part of your set-up). Payments that are due for re-presentment will have a  icon, details of the representment will then appear in the summary section below.

Date Processed: For a Pending representment, this is the date that the original transaction was attempted. For a representment that is Failed or Successful, this is the same as the Representment Date.

Representment Date: For a Pending Representment, this is the date that the transaction will be attempted again.

Status: This is the status of the representment and can be any of the following four:

  • Pending
  • Failed
  • Successful
  • Cancelled

7.7.6     Cancelling a Representment


A pending representment can be cancelled at any time prior to its representment date without interrupting the next scheduled recurring payment. You’re unable to cancel a representment that isn’t pending.

To cancel the representment, click on the cancel icon  and a pop-up window will display a summary of the cancellation. If you wish to continue with this cancellation, select Confirm.

Once complete, the status of there-presentment is updated to display the Username of the User that took this action, and the date and time that it took place.

7.7.7     Customer Notifications

Your customer will receive a notification via their preferred contact method (Email or SMS) in the following circumstances:

  • When a new payment schedule is created
  • When a change is made to the current payment schedule
  • When a payment schedule is closed
  • If it has been more than six months since the customer’s previous recurring transaction
  • When a payment fails due to insufficient funds, informing them of the representment and when it will take place (if representment has been enabled)
  • When a schedule has been cancelled due to a failed representment

Note: The customer is not charged to receive SMS notifications.

An example of an email notification to a customer for a new ongoing payment schedule is below:

Note: Areas in bold or capitals will be personalised with the appropriate details for each customer.

“This email is confirmation that you have set up an ongoing recurring payment schedule to pay EXAMPLE COUNTY COUNCIL from the debit or credit card ending 1234.


Your first payment of £10 is due on 01/07/17 and further payments will betaken MONTHLY.

If you have any questions or would like to amend or cancel the schedule then please contact EXAMPLE COUNTY COUNCIL.


Please note that ‘allpay’ will appear on your bank statement.”

An example of an email notification to a customer for a new fixed payment schedule is below:

“You have set up a recurring payment schedule to pay EXAMPLECOUNTY COUNCIL. The 1st payment is due on 01/07/17. For further details on the schedule or to cancel/amend your schedule please contact EXAMPLECOUNTY COUNCIL. Please note that allpay will appear on your bank statement.

8  Search

Callpay allows transaction searching using any of the following criteria:

Date From / Date To

Search for transactions occurring on, or between, a specified range of days. To initiate a search using dates, select the “Date From” box and either type a date or select one from the calendar. Repeat this for the “Date To” field and click Search when complete 

Client Reference

A client reference is the unique code given to your customer by you, to their customer account. Entera valid client reference consisting of between 1-16 alphanumeric characters and select Search

Authorisation Code

When each transaction is processed, Callpay will confirm with the relevant bank the validity of the card details and fund availability. Should this check be successful, the bank involved will generate an authorisation code. This is unique to each transaction. Enter a valid authorisation code and select Search

Transaction Reference

When allpay processes a Callpay payment, a unique transaction reference is generated and attached to that payment. Enter a valid transaction reference and select Search

Transaction Source

Using the dropdown box, select the source of the transaction

Payment Reference Number

Payment reference number search will display all transactions occurring for one specific customer. Entera valid PRN consisting of exactly 19 digits and select Search

Bank Card Number

Using a bank card number it is possible to locate a number of transactions processed on the same bank card. Enter a valid bank card number (the first 6 and the last 4 digits)and select Search

Include Refunds

Payment refunds are performed by allpay and specific Callpay Users only. This option enables you to search Callpay transaction history and include refunded transactions in the results. Ensure the Include Refunds box is ticked when using any other search criteria to include refunds in the results. This box is ticked by default

Transaction Status

Each transaction will have either a successful or unsuccessful status. Search results displayed will vary dependent on which option is selected. Untick the selection box(es)for the transaction status wishing to be omitted from the results. These boxes are ticked by default

Payment Method

Transaction payment types include cash, cheque and card. These payment methods are used in conjunction with Callpay and allpay’s other payment types. Ensure the appropriate payment method box is ticked when using any other search criteria to include in the results. All payment methods are ticked by default

8.1       Search Results

When you select Search and supply a set of search criteria, the following transactional information will be summarised if Callpay locates any results:

·        Transaction    Reference ·        Payment Reference Number ·        User Email ·        Status
·        Date ·        Transaction Source ·        Type ·        Method

The results will appear in a table view.  The number of records shown on each page will default to 10. This may be customised by selecting either 10, 25 or 50 results per page. The number of pages and current pages are shown to the bottom left of the results table.

Should you require further transaction details, click View shown to the far left of the desired record to open in a new window. See Section 8.2.Transaction Details for further information. If Callpay is unable to locate any records matching the search criteria, it will display “No Records Found”.

8.2       Transaction Details

Each transaction is recorded and stored in the Callpay transaction history. The search results will show the appropriate transactions in table form displaying only a basic level of information. By selecting the View option adjacent to the appropriate record, the transaction details will appear in full. 

Transaction details will show payment information and, where possible, customer details. The options available on this screen will vary depending on permissions assigned by your Callpay Administrator. 

Refund

The option torefund specific payments is granted by allpay to the Callpay Administrator following a formal request.  The Callpay Administrator may then assign the refund permission to other users if required.  See Section 11.Admin for further details on assigning this permission. For further details on how to refund a transaction, see Section 9. Refunds.

Take New Payment

The transaction details view will allow a User to begin a new payment starting from the payment details screen.

Receipt

If required, Callpay can produce copies of receipts from historic transactions.  These may be reprinted or emailed to the customer.

9  Refunds

Refunds are activated following a formal request to allpay only.  The Callpay Administrator may then modify any other User accounts to include the permission to refund.  See Section 11. Admin for further information on account creation and assigning permissions. To refund a transaction, follow the instructions below:

1.     Select the Search tab

2.     Using the search criteria provided, enter the appropriate transactional data and click Search

3.     Click View adjacent to the appropriate record once located

4.     Select Refund. Please note that this option will be visible to designated users only

5.     If the full transaction amount has already been refunded, the Refund box will be disabled

6.     The Refund Amount field is pre-populated with the amount available to refund, however it is possible to manually enter the amount to refund in this field

Note: the minimum amount to refund is £1, and it is not possible to refund a transaction that will leave less than this minimum amount remaining (i.e.£22.50 transaction value and £22.00 to be refunded would be prevented as this would only leave 50p remaining in the transaction).

7.     Click Confirm Refund and a Confirmation Screen is displayed to confirm the refund was successful

8.     Select Finish to return to the Search Criteria, or Receipt to generate the receipt for the customer see Section 7.2.3 Receipts

Note: Transactions over 6 months old cannot be refunded using Callpay.

10  Reports

Using the reporting tool within Callpay, users can produce standard and custom reports. These reports may be used to highlight the total number of card, cash and cheque transactions accepted within a specific time period. This is useful when performing payment reconciliation. Reporting will also summarise refunds and failed transactions if requested.

The Reports option is available to authorised users only and is located in the main menu. Access to reporting is only given to the Callpay Administrator initially. The Callpay Administrator may then modify any other user accounts to include the permission to report. See Section11. Admin for further information on account creation and assigning permissions.

10.1  Reports - Since Last Time

The “Since Last Time” report will summarise all transactions and totals since the last time the report was run. Each transaction type (card, cash, cheque and refund) will be categorised and subtotalled. The grand total of funds collected will appear under “Debits”. Any refunds will be totalled under “Credits”.

To produce a “Since Last Time” report, follow the steps below:

1.     Select the Reports tab

2.     Click Create Report located within “Since Last Time” box

3.     Select Print to send a copy to your default printer

Please note all totals for “Since Last Time” report will be reset once the report has been run.

10.2  Custom Reports

Custom reporting allows the user to specify a set of criteria used to locate a specific batch of transactions.  The criteria available includes:

Date From / Date To

The date search facility will locate all transactions occurring on, or between a specified range of days.  To initiate a search using dates, select the “Date From” box and either type a date or select one from the calendar.  Repeat this for the “Date To” field 

Transaction Type

Callpay transaction types include card, cash, cheque and refunds.  These may be filtered to produce specific reports.  All transaction types will be selected by default.  Deselect any transaction type to remove it from the custom report

Transaction Status

Transactions within Callpay are either successful or unsuccessful.  Custom reporting will show only successful transactions by default.  Select or deselect the appropriate option to add or remove it from the custom report

Transaction Source

All transactions processed using Callpay and allpay’s other hosted services (e.g. SMS, IVR, Recurring Payments) can be reported on. Custom reporting will show All transactions by default.  Select the appropriate option to filter the results presented in the custom report

Detailed

Custom reporting will generate a detailed transaction report by default.  This will include a breakdown of each transaction grouped by transaction type. If Detailed is deselected, the report will show subtotals and grand totals only

11  Admin

Access to the Callpay system is controlled by allpay. Callpay user accounts are separated into two categories, Administrators and Users.

Each new client will be supplied with one initial Callpay ‘Administrator’ account by allpay. This account contains permissions to make payments, search for historic transactions and manage users by default.  Using the Callpay Administrator account; further ‘User’ accounts may be created. This can be done on a one-by-one basis or in bulk. Each ‘User’ account will have a choice of privileges including:

Searcher

User may search for historic transactions

Payer

User has permission to accept card payments

Refunder

User has the ability to refund a transaction

Reporter

User can produce “Since Last Time” and “Custom” reports

Create Accounts

User can set up a new account for a customer to make payments

Recurring Transactions

User can set up recurring payments for customers

Barcode Invoices (Sign-up Only)

User may produce barcoded bills and take one-off payments

Cash Payments

User may process transactions in cash and cheque

Create Accounts

User has access to ‘Admin’ enabling user account creation and modification.  This is the same functionality as the Callpay Administrator

One-off Payments (Sign-up Only)

User has permission to accept one-off payments


11.1  View Users

Each user within Callpay must have their own account. The Callpay Administrator may create as many user accounts as necessary. These accounts may be viewed, modified or deleted by the Callpay Administrator at any time through View Users.

The View Users option can be found within the Admin tab on the Callpay Administrator’s login. Each account will be displayed summarising names, email addresses and privileges. If any accounts require modification or deletion, use the Edit button located next to each record. 

11.2  User Sessions

The Callpay Administrator account allows the management of individual user sessions. This functionality enables the Administrator to view, at any moment in time, the number of concurrent licences in use. Additional information available to the Administrator includes the maximum session limit and total number of available sessions remaining. If for any reason a user session requires termination, the Administrator may perform this task by following the steps outlined below from the Callpay Home page:

1.     Select the Admin tab

2.     Select User Sessions

3.     Locate the account to be terminated and click Force Logout. The following warning will then appear onscreen:

4.     Click OK to terminate the User session

11.3  Create New User

Using the Callpay Administrator account, it is possible to create new user accounts for each and every user in Callpay. To create a new user account, follow the steps below from the Callpay Home page:

1.     Select the Admin tab and click Create New User

2.     Complete the First Name, Surname and Email address fields for the user, please use the same email address for existing Payments Hub users

3.     Select the appropriate User Privileges from the list

4.     Click Create to add Callpay for this user

The new user has now been added to Callpay and the account highlighted on screen. They will now be able to see Callpay on their Payments Hub dashboard.

11.4  Import Users

Using the Callpay Administrator account, it is possible to create new user accounts for each and every user in Callpay. To create a batch of new user accounts, follow the instructions below:

1.     Log in using the Callpay Administrator account

2.     Select the Admin tab

3.     Click Import Users to begin the Upload Wizard

4.     Follow the instructions onscreen to create a CSV file from a Microsoft Excel document containing a list of users

5.     Select Next to continue

6.     Click Browse to locate the CSV file before clicking OK

7.     Select Next

If the import has been successful, the user upload wizard will display check boxes to assign collective permissions. Should specific accounts require different permissions, these may be changed on an individual basis later.

Select the appropriate group permissions and select Next.

8.     The user upload wizard will now confirm on screen the new accounts. Select Next to proceed.  Choose Edit to modify any specific Users, or Delete to remove the User from the list

9.     The wizard will automatically save the usernames of the new accounts to a dated file and send it to the nominated Callpay Administrator email account. Send Password Notification emails to new Users is checked by default. Uncheck if passwords are not to be sent directly to users. Click Finish to complete the process

11.5  Manage Images

Barcoded bills maybe customised using a corporate logo or image. These may be uploaded by the Callpay Administrator using the Manage Images functionality.

To add an image to the barcoded invoice, follow the steps below from the Callpay Home screen:  

1.     Select the Admin tab

2.     Click Manage Images

3.     Select Browse and locate the image selecting Open when complete

4.     Select Upload

The image will now be uploaded into Callpay and will appear on the barcoded invoices. The image may be modified or removed at any time by the Callpay Administrator.

12  Contact Information

allpay provides a wide range of support services which cover all aspects of the business and its products and services. Normal office hours at allpay are 8:00am to 6:00pmMonday to Friday.


·       Client Support                                +44 (0)330 1359510                    enquries@allpay.net

·       General Enquiries                            +44 (0)330 135 9515                       enquiries@allpay.net

·       Client Onboarding                           +44 (0)330 135 9513                       implementation@allpay.net

·       Sales                                                  +44 (0)330 135 9514                       sales@allpay.net




13  Appendix

13.1  User Registration Support Route

When a new user is given an account they must register their details for security purposes. This process is short and only required when first logging into Callpay.



13.2 Access Issues Support Route

The flowchart below summarises the most common issues that can occur during the login process. Using the arrows you can then determine the appropriate action to take to resolve the issue. 


13.3 Take Payment Flowchart

The flow chart below outlines the various payment options within Callpay. Using this chart it is possible to follow each specific payment type from start to finish including all steps in the middle.