Poynt Merchant Experience

Poynt Merchant Experience
February 2017 | Merchant Overview
1
Outline
01 Poynt
02 Terminal Overview
03 Product Demo
04 Poynt.net HQ
2
01 Poynt
3
Hi there. We’re Poynt.
At Poynt we think all merchants (and merchant service providers) should have access to sophisticated
technology, without compromising security or user experience.
So we built a new way to pay. An all-in-one smart terminal that accepts all of today’s payment types, and is
future-proofed for tomorrow's too. MSR, EMV, NFC - the works.
4
02 Terminal Overview
5
Spec Sheet: Merchant Facing Screen
Microphone
Hybrid EMV/MSR Reader Slot
7”
Touchscreen Display
800(w) x 1280(h) pixels tvdpi
Merchant Facing Camera
Volume Control
Charging Pins
Micro USB Port
Speaker
8-Hour Battery
6
Spec Sheet: Customer Facing Screen
Dedicated Secure Processor
4.3”
Touchscreen Display
800(w) x 480(h) pixels tvdpi
Power Button
QR Code &
Barcode Scanner
Thermal Printer
NFC Antenna (surrounds touch screen)
7
03 Product Demo
8
Demo
01 The Basics
02 Transactions
03 Settlements
9
The Basics
Getting started with the Poynt Smart Terminal
10
Hardware Setup: Placing your device
Poynt can be used wherever payments are happening.
It has two screens - the bigger one should face in toward the
merchant, and the smaller is directed at customers.
Make sure it’s in a place with strong, private WiFi, or hook up the
docking station to an Ethernet cable.
11
Hardware Setup: Powering your device
Every smart terminal comes with a power dock, to keep it fully charged.
Simply plug in, then set your device on top. You can secure it to the counter
by peeling off the plastic film from the bottom and placing it down carefully.
But first make sure it’s faced the correct way.
To power-on, just press and hold the power
button for about three seconds.
Don’t forget to fully charge your smart
terminal to maximize its battery life.
12
Hardware Setup: Loading receipt paper
Each terminal comes with three rolls of thermal printer paper. To load the roll,
make sure to insert it with the paper hanging down, as shown in the image.
The paper roll is 2 1/4" x 16'. You can buy additional rolls
from various POS suppliers (example link below).
Need to order more?
13
Connecting to the Internet
The Poynt device needs the Internet to make its magic, and is designed to work with both old and
new connection types.
WiFi
When it powers on for the first time, the device automatically asks you to connect to WiFi. You can
manage your WiFi from “Settings” (just swipe down to access). Be sure to connect to a private and
password-protected network (WPA or WPA2).
Ethernet
There’s an Ethernet port on the back of the power dock. To use it, the Poynt device must remain in
its dock.
14
Accessing Swipe-down Menu
You can access the Poynt swipe-down menu by swiping down from the top of the screen. This also serves as
the Notification tray where any notifications appear.
Some useful features you
can access quickly are:
- Return to home screen
- Open terminal app
- Open register app
- Open help app
- Manage WiFi settings
If you swipe from left to
right on the gray bar,
there are additional
useful features you can
access:
- Access device settings
- Battery level
- Take a Bug Report
- Adjust brightness
15
List of Settings
1.
2.
3.
4.
5.
6.
7.
8.
Business: Displays business information associated with the terminal.
Store: Displays store information associated with the terminal.
Payments: Displays payment settings for the terminal including payment types, tip / receipt
management, and saved transaction settings.
Business Users: Displays users associated with the device and their permissions. Add new terminal
users (if logged in as an owner).
Certifications: Displays of Poynt FCC certification.
Software Updates: Manage the daily software maintenance window for software or firmware
updates. Check if any updates are available for download.
Accessories: Display and management of connected accessories.
About: Terminal information including OS version, store device ID, device serial number, terminal
name, firmware version, etc.
16
Help?
We know this is new technology, and you’ll
probably have questions as you get up and
running.
So we built “Help”, a handy app accessible
from your home screen. Within you’ll find
key resources to get the answers you
need, including:
1.
2.
3.
4.
5.
Tutorial Videos
Contact info for support
Guides/FAQs
A Feedback Forum for suggestions
Diagnostics for helping you
troubleshoot
17
Diagnostics App:
We know that it’s difficult for merchants to
troubleshoot issues on their own, so we built a
Diagnostic app. Place the terminal on the dock.
The app will check the following:
●
●
●
●
●
●
●
●
Connectivity
Network latency
Can reach Poynt servers
Battery information
Dock status
Card reader connection
Card reader keys
Customer (second) screen touch
After running all diagnostics, a green checkmark
will appear next to the areas that tested
successfully and a red checkmark will appear next
to areas that encountered issues. You can also run
a Test Print from the upper right menu.
Note: Common issues during setup may include ensuring your
Poynt terminal has proper internet connectivity; check your wifi
and/or router setup. Contact support@poynt.com for questions.
18
Transactions
How to accept payments with Poynt
19
Terminal App
To start accepting credit card transactions, simply tap on the
'Terminal' app, enter the amount, and swipe the card.
Customers can choose to have their receipt printed,
emailed, SMS text messaged, or no receipt.
You can review a list of your transactions by tapping the
'Transactions’ icon. To return to the Terminal app, tap on
the left-menu and tap 'Terminal.’
20
Credit Card
1.
Enter the amount on the Terminal app
and tap ‘CHARGE’.
2.
Insert the card fully into the slot and
wait for the authorization
confirmation. Remove when
instructed.
3.
Upon confirmation of the payment,
the customer will be prompted to
enter a tip amount and/or on-screen
signature (if these setting are
enabled).
4.
Customers can then choose to have
an email, paper, SMS Text, or No
receipt.
5.
Boom. The transaction is complete.
21
* Separate menu option for manual entry transactions.
Credit Card Transaction: Customer Screen
Upon confirmation of the payment,
the customer will be prompted to
enter a tip amount and/or on-screen
signature (if these setting are
enabled).
Customers can then choose to have an email
receipt, paper receipt, or no receipt.
Boom. The transaction is complete.
22
NFC Transaction
1.
Enter the amount on the Terminal app and tap
‘CHARGE’.
2.
Customer should activate their mobile wallet and
hold it near the screen.
3.
Upon confirmation of the payment method, the
customer will be prompted to enter a tip amount
and/or on-screen signature (if these settings are
enabled).
4.
Customers can then choose to have an email,
paper, SMS Text, or No receipt.
5.
Hurray. The transaction is complete.
23
Cash Transaction
For merchants who have connected a cash drawer and/or want to track cash transactions.
1.
Enter the amount on the terminal
app and tap ‘CASH’.
2.
Enter the amount of cash
received using keypad or
shortcut keys which shows
common bills, and then tap
‘COMPLETE’.
3.
Customers can then choose to
have an email, paper, SMS Text,
or No receipt.
4.
Success. The transaction is
complete.
24
More Payment Options - Check
You can mark/annotate transactions as having been processed/paid via alternate Payment tender types.
1.
Tap on the Terminal app and type
in the exact amount of the sale
2.
Tap ‘CHARGE’ in the terminal
screen so the payment window
pops up. Then, tap the drop-down
menu in the top right corner to
access more payment options
3.
A sub-menu window will open.
Select the option labeled ‘CHECK’.
4.
Enter notes, follow additional
prompts, and finish the transaction
by selecting ‘DONE’
Suggestion: type in the Customer’s Check Number in the Notes field for tracking
purposes. The notes will appear in the merchant’s Transaction Report.
25
More Payment Options - Other
For tracking transactions paid by Other payment tender types, such as Gift Cards, Vouchers, Store Credit, etc:
1.
Tap on the Terminal app and type
in the exact amount of the sale
2.
Tap ‘CHARGE’ in the terminal
screen so the payment window
pops up. Then, tap the drop-down
menu in the top right corner to
access more payment options
3.
A sub-menu window will open.
Select the option labeled ‘OTHER’.
4.
Enter notes, follow additional
prompts, and finish the transaction
by selecting ‘DONE’
26
Refunds
To refund a previous transaction, tap the Terminal menu (left side) > and go to Transactions list. You can swipe a
transaction row to the left for a shortcut to Refunds. When you pull up a specific transaction, tap "Refund". You’ll be
asked to confirm your refund amount. If you need to enter a Partial Refund amount, tap the amount to edit.
Note: Non referenced refunds is available as an owner-permissioned feature.
27
Manual Entry - App
We also support manual entry for phone orders and other remote orders. Enter the information prompted.
28
Note: Manual Entry App is available for certain merchant configurations depending on processor.
Manual Entry - Terminal App Option
Merchants can also process Manual Entry transactions directly from the Terminal App.
1.
Open the Terminal app and type in
the exact amount of the sale
2.
Tap ‘CHARGE’ in the terminal screen
so the payment window pops up.
Then, tap the drop-down menu in the
top right corner to access more
payment options
3.
A sub-menu window will open. Select
the option labeled ‘MANUAL ENTRY’.
4.
Enter notes, follow additional
prompts, and finish the transaction by
selecting ‘DONE’
29
Note: Manual Entry via Terminal App form is available for certain merchant configurations depending on processor.
Auth-only Transaction
Auth-only transactions are used by merchants who want
to place an authorization hold on a customer’s credit card
but are not yet ready to capture/settle funds for that
transaction. For retail merchants, this type of transaction
might be applicable if an item is out of stock and is
delayed in shipment.
When the item is in stock, the merchant can then
capture/settle the transaction (ie charge the card at that
time) by going to the Auth-Only tab in Settlements App
and marking the auth-only transaction to ‘Add to Batch’.
1.
2.
3.
4.
5.
Go to Terminal App
Tap on left side drop-down menu
Tap on “AUTH-ONLY'” option
Enter the amount and swipe/insert card as you
normally would
When an 'Auth-Only' transaction is ready to be
captured/closed, you may do so by going to the
Settlements App > Transactions > Auth-Only tab
and mark the transaction as Closed
Note: Auth-Only option is available to certain merchant configurations.
30
Non-referenced Refund
For merchants who need to process a refund / credit to
a customer’s card but cannot find the transaction in the
Transaction List, a non-referenced refund can be
performed. It works similar to a refund transaction.
1.
2.
3.
Go to Terminal App and tap on left drop-down
menu
Tap on the "NON-REF REFUND” option
Enter the amount and tap on the "REFUND"
button and swipe/insert card as you normally
would
(Allows merchants to issue a refund directly to a customer’s
credit card without a prior referenced captured transaction.)
31
Note: Non-reference Refunds is an Owner-permission feature; only terminal users with an ‘Owner’ profile will see this option.
Multi-Tender
For merchants who have customers who want to
split payments into 2 or more payments, you can
use the Multi-Tender option to process
additional payments.
1.
Open the Terminal app and type in the
exact amount of the sale
2.
Tap ‘CHARGE’ in the terminal screen so
the payment window pops up. Then, tap
the drop-down menu in the top right
corner to access more payment options
3.
A sub-menu window will open. Select the
option labeled ‘MANUAL ENTRY’.
4.
The payment will automatically split into
two equal-amount transactions; if
necessary, tap on the amount to edit
amounts of each split transaction.
5.
Tap on arrow to proceed with payment
with the first transaction. When complete,
the first transaction will show a
checkmark. Tap on arrow to proceed to
the next transaction.
Note that these split payments will appear
separately in the Transactions List.
32
Menu Options - Add Custom Notes
Add Notes - Option 1: You can enter custom notes
or instructions for an order by accessing this option
in the 3-dot menu located at the top right corner of
the screen. Then proceed to enter amount to be
charged.
Option 1
Add Notes - Option 2: You can enter custom notes
by tapping on the ‘NOTES’ tab after entering the
amount to be charged.
For both options, Custom Notes will appear on the
Notes tab for the completed Transaction Details and
in Transaction Reports when you generate reports
for the day(s) you select.
Option 2
33
Menu Options - Print Last Receipt & Receipt Shortcut
1.
Go to Terminal App > Transactions
List or
2.
Go to Transaction List and swipe
left on a transaction record. Tap on
“Receipt” shortcut button to print.
3.
OR From the Terminal App
right-hand drop-down menu select
"Print Last Receipt".
The terminal will print the receipt of the
last transaction processed.
Note: Print Last Receipt only works if you remain in
Terminal App. If you exit Terminal App then Print Last
Receipt will not have stored the last transaction in session
memory.
34
Settlements
How to settle transactions with Poynt
35
Settlements
Refer to the Help Center support.poynt.com for guides on How to Settle
1.
2.
3.
Tap the Settlements app from the Home / Launcher screen.
You will see the following options:
a.
"Settle" allows you to review a Settlement Summary of transactions
in the Open Batch.
b.
"Transactions" allows you to view a detailed list of transactions in
the Open Batch and/or Auth-Only transactions.
c.
"Batch History" allows you to view previously generated
Settlement Reports.
d.
“Reports” allows you to generate and view reports on your
terminal.
Additional features:
a.
Web: In addition to Settlements on the terminal, merchants can
access Settlements via the web at poynt.net/settlements
b.
Auto: Merchants can also set up an auto-settlement time by going
to poynt.net > Business > Business Settings
c.
Report notification: Merchants can also set up a Reporting contact
to be emailed when reports are ready to be viewed
36
Settlements - Summary
1.
2.
3.
4.
Tap on Settle to review a Settlement Summary of transactions
currently in the Open Batch.
You will see summary amounts for Sales, Tips (if applicable), and
Refunds (if any).
If you have any Transactions Pending Tips and/or Auth-Only
transactions, you will see an option to Review Transactions.
After reviewing the summary and/or Transaction details, and if
you are ready, then tap on “Settle Open Batch”
37
Settlements - Review Transactions
1.
2.
3.
4.
Tap on Transactions or Review Transactions to view a detailed list of transactions in your Open Batch, Pending Tips, and/or in
Auth-Only status. You will see tabs for "Open Batch", “Pending Tips”, and/or "Auth-Only" (if applicable).
If you need to adjust transactions for Tips, tap on Pending Tips > Edit > Enter Tip Amount > Add to Batch.
If you have any Auth-Only transactions you are ready to post, tap on Auth Only > Add to Batch.
You can also Void transactions. When ready, tap on ‘Review’ to go back to Summary screen and tap Settle Open Batch.
38
Settlements - Settlement Report & Batch History
1.
2.
Once you tap on “Settle Open Batch”, you’ll see a generated Settlement Report. You can access the same report by logging
into your poynt.net account > Sales & Reports > Reports for the report in html, pdf, or excel formats.
At any time on your terminal, you can view your Batch History and review any Settlement Reports which were previously
generated.
39
04 Poynt HQ for Merchants
A portal for managing your business - poynt.net
40
Poynt HQ: About
Poynt HQ (poynt.net) is a web portal that allows
merchants to:
1.
2.
3.
4.
5.
6.
View sales and transactions
Add additional web or terminal users
Generate reports
View / set Business Setting
Upload custom background images for the Poynt
terminal
Set up Product Catalog for Register App
Every new merchant is sent a web invitation email
prompting them to set-up an account in Poynt HQ. Simply
click on the link to create a password.
41
Poynt HQ: Dashboard
Dashboard allows merchants to understand their business, including unique visitors, sales, and transactions.
On the light blue bar, they can also select the desired time range to get the full picture.
42
Poynt HQ: Transactions
Transactions gives your merchants a full
view into every detail of their business.
This includes customer names, transaction
ID, and amount.
With the search bar they can also locate
specific transactions by ID, customer
name, last 4 digits, etc. If they click on the
transaction ID, merchants can see the
transaction information or email a receipt
to a customer.
Clicking on Details button will show the
transaction history details.
Clicking on Receipt will allow merchants to
re-email receipts to customers
43
Poynt HQ: Settlements
Merchants can settle via the web with
the same functions they have on the
Poynt terminal.
●
View Summary amounts for Sales,
Tips (if applicable), and Refunds (if
any) and by card type.
●
If you need to adjust transactions
for Tips, click Pending Tips tab >
Enter Tip Amount > Add to Batch.
●
If you have any Auth-Only
transactions you are ready to
post, click Auth Only tab > Add to
Batch.
●
You can also Void transactions.
●
When ready, click on “Settle Open
Batch”.
For merchants with multiple terminals,
you can also Settle All Terminals at once
or choose individual terminals to settle.
44
Poynt HQ: Transaction Reports
This report allows merchants to
manage their business. Merchants
can choose to generate daily or
supply a date range.
Reports contain all information on
Cash Purchases, Card Purchases,
Cash Refunds, Card Refunds,
Canceled Purchases, Declined
Purchases, Breakdowns, Custom
Notes, and Employees.
Reports can be exported into HTML,
PDF, or to Excel. Previously
generated reports are always
available on Poynt.net.
45
Poynt HQ: Terminal User Transaction Reports
This report allows merchants to
generate reports for specific Terminal
Users (commonly referred to as
“Clerk/Server” Reports).
Reports contain all information on
Cash Purchases, Card Purchases,
Cash Refunds, Card Refunds,
Canceled Purchases, Declined
Purchases, Breakdowns - by the
specific Employee.
Reports can be exported into HTML,
PDF, or to Excel. Previously
generated reports are always
available on Poynt.net.
46
Poynt HQ: Settlement Reports
Merchants can view Settlement
reports, which provides all credit card
transactions that were processed.
The purpose of this report is to
provide you with information on
which credit card transactions have
been settled.
Reports can be exported into HTML,
PDF, or to Excel. Previously
generated reports are always
available on Poynt.net.
47
Poynt HQ: Item Sales Reports
Merchants who have set up Product
Catalog and use Poynt Register App
can also generate Item Sales
Reports. Information includes:
- Top items sold
- Items in Completed, Open, and
Cancelled Orders
Reports can be exported into HTML,
PDF, or to Excel. Previously
generated reports are always
available on Poynt.net.
48
Poynt HQ: Business Settings
Merchants can now easily manage their Business
Settings per store location. When you log in to your
Poynt.net account, click on the “Business” tab.
From this page, you can:
1.
2.
3.
Manage Business settings – Update your
business contact information.
Manage Store settings – If you have more
than one store location, you can manage
multiple stores from your Business account
login. From store settings, you can edit the
Store contact information, update Payment
settings, apply Custom Background
images, and create Custom Receipt text.
Manage Terminal settings – If you have
more than one terminal, you can manage
the product catalog assigned to each
terminal.
1
3
2
Manage
unique
settings for
multiple
stores
Continue on to the next pages for additional
information on each of the settings options.
49
Poynt HQ: Manage Business Settings
Poynt.net > Business > Manage Business
Merchants can edit the Business contact
information for the Poynt account. In addition,
merchants can opt to set up:
●
Reporting Notification alerts to be
emailed
●
Poynt HQ Mobile App alerts for Reports
and/or Transactions
50
Poynt HQ: Manage Store Settings
Poynt.net > Business > Manage Store
Merchants can edit Store contact information
for each store location. This is the Name,
Address info that appears on receipts.
In addition, Manage Store allows the merchant
the ability to:
●
Configure Payment Settings
●
Upload custom Background images for
both Merchant and Customer screens
●
Customize transaction receipt text for
both printed and emailed receipts
51
Poynt HQ: Configure Payment Settings
Poynt.net > Business > Manage Store > Payment Settings
●
●
●
Ask for tips: Enable tips so that
customers are prompted to add tip after
swiping their card.
Skip sig below $: Don’t require a
signature when transaction is below this
amount.
Auto-settlement: You can specify a set
time every evening/day at which batch
settlements will occur. You can always
manually batch settle, but enabling
auto-settlements allows you the
convenience of not having to manually
settle every day.
52
Poynt HQ: Set Merchant & Customer Background Screens
Poynt.net > Business > Manage Store > Merchant Screen / Customer Screen
You can customize the background images for both
of your Poynt screens. You can upload either jpg or
png image files.
53
Poynt HQ: Customize Transaction Receipts
Poynt.net > Business > Manage Store > Txn receipts
You can specify custom receipt text for both
your printed and email receipts.
●
Receipt footer: Text that is typed
here will appear in the footer of both
printed and emailed receipts.
●
Email receipt options: In addition,
you can specify the following optional
fields of information to appear on the
customer’s emailed receipt:
○
○
○
Business / Open hours
Store website link
Social media links: Facebook,
Twitter, Yelp
54
Poynt HQ: Manage Terminal Settings
Poynt.net > Business > Manage Terminal
Merchants can edit Terminal information in
each store location. You can rename terminals
to help you identify specific terminals if you
have more than one Poynt (eg “Take-out
counter”, “Back office”, etc).
In addition, you can assign Product Catalogs to
specific Poynt terminals (eg Take-out counter
terminal is assigned the Take-out Menu
catalog and Back office terminal is assigned
the Catering Menu catalog)
55
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