Question

Answer

Currently POS-partner is not set up to use SSL. What do I need to do to get set up?

Contact your Merchant Service Provider to be approved to process with SSL. Your Merchant Service Provider will then contact Vital to let them know that you are approved. Once your Vital Profile has been flagged with approval to process SSL, a Vital Technical Support representative can help you set up SSL in POS-partner.

How many times can I click Authorize on a transaction?

You should only click Authorize once while attempting to get authorization. Pressing Authorize multiple times can result in duplicate charges. If you are having trouble receiving authorization, please contact PC Technical Support at 1-800-847-2772.

Does changing the computer name on the PC cause any problems for POS-partner?

If the computer name is changed on the PC after POS-partner is installed, POS-partner will report the error "Error logging into database while retrieving database version." Please call Technical Support at 1-800-847-2772 prior to changing the computer name on your PC.

How do I configure communication after installation?

Review the Quick Start Guide located on the CD under documentation or download from the download page on www.pos-partner.com

How do I open a new transaction?

-Click on File, New, Transaction. Select Card  

 Present or Card Not Present.

-Click on New transaction button on toolbar. Select Transaction, Card Present or Card Not Present.

-Click on Transaction shortcut from Partner bar. Right click on screen. Click on New, Card Present or Card not present.

How do I authorize a transaction?

Open a new transaction. Enter the transaction information.  Click on Authorize button.

My transaction says "Pending Shipment". What does this mean?

The status "Pending Shipment" means that the transaction was authorized without a "Ship Date" included. The "Ship Date" field is in the middle of the transaction screen across from the invoice number field on the right hand side. Click on the popup calendar icon. We recommend that the current date be used for the Ship Date. Save the transaction. It should display "Pending Settlement" as the status

How do I authorize a group of transactions?

Click on Transaction list.  Right click.  Select Authorize, All Transactions.

How do I issue a credit/return?

Open a new transaction. Enter the transaction information.  Click on Credit button.

When I processed my charge, a "Special Response" window opened.

This window opens when you receive a call response. If you wish to attempt to process this transaction "Offline," call the number on this window. When the voice response system prompts you for your merchant number, you should use the number also on this screen. If the authorizaion center provides you with an approval code, you should input it into the field provided and hit OK. If you do not receive an approval code, hit cancel and request a different form of payment from your customer.

How do I enter an approval code from voice authorization into partner?

If the transaction has never been manually entered into partner, Open a new transaction. Enter the transaction information. Click on Action, Offline. Enter approval code.

How do I print a transaction/settlement report?

Click on Tools, Reports, Transaction Reports. Select type of report and report data.

How do I import transactions?

Click on Tools, Import. Select options for type of import attempting. (visit www.pos-partner.com to view import specs)

How do I export transactions?

Click on Tools, Export. Select options for type of export attempting.  (visit www.pos-partner.com to view export specs)

I just authorized a transaction and the Transaction Status shows Hold, why?

If a transaction receives an invalid AVS response, the transaction will be placed on Hold status.  “See How do I remove the Hold status of a transaction?” 

How do I prevent my card not present transaction from going on hold?

The user must check to see if the Address Verification Service(AVS) has been enabled with the response processing boxes checked. To check for AVS click on the gray "Administration" bar on the bottom left hand corner on the Partner Bar. 1. Click on the "Control Panel" icon. 2. Double click on Terminal Settings. 3. Double click on your Vnumber. 4. Next click on the "Card Verification" tab. The box at the top says "Use full AVS validation" and should be checked. 5. Directly below the AVS box are responses that are given from the Address Verification Service(AVS) for both domestic and international credit cards. Check the acceptable responses. Note: AVS is only utilized on Card Not Present transactions and the cardholder's billing address must be keyed in with the transaction before authorization.

How do I add AVS to my POS-partner 2000?

Address Verification Service(AVS) is only available to "Card Not Present"(CNP) or Direct Marketing Merchants. Click on the drop down menu called Tools, select Administration, followed by Control Panel. Double click on Terminal Settings. Select the appropriate V number by double clicking on it. Click once on the Card Verification tab. At the top of the screen there is a box that is checked for the "Use full AVS validation". This indicates you will be processing using AVS. Under response processing, you may select which AVS responses you wish to accept for your transactions by checking the boxes.

How do I remove the Hold status of a transaction?

Open Trans = Click on Action, Hold.

Closed Trans = Right click on trans. Select Hold.

I am not able to Log into Partner.

Ensure Merchant Activation Disk has been installed.   If still not able to log in, contact PC Technical Support 1-800-847-2772 or e-mail techsupport@vitalps.com for assistance.

I am receiving an error after upgrading or installing.

Contact PC Technical Support 1-800-847-2772 or

e-mail techsupport@vitalps.com for assistance.

I have questions on installing, upgrading, Service Packs, or running hotfixes.

Contact PC Technical Support 1-800-847-2772 or

e-mail techsupport@vitalps.com for assistance.

I need my Merchant Activation Disk

Contact PC Technical Support 1-800-847-2772 or

e-mail techsupport@vitalps.com for assistance.

How do I install my Merchant Activation Disk? Disk.

Click on Windows Start button. Select Programs, POS Partner 2000, Merchant Activation. A window will appear, click next. 1. Make sure the disk is in the drive. 2. Select the A:\ drive to look for your merchant activation file. 3. Double click on the mad_Vnumber.fil(Note: number will be in 7 digits in length). Click next. 4. Click on merchant data displayed to highlight it. Click next. 5. Click on the box "Apply All" then click next. 6. If this is the first time activating, the User Id and Password window appears. Create an administrative User ID and Password for POS-partner. Click next. Then click finish.

I cannot find a transaction.

Click on Tools, Find. Enter necessary search criteria to find the transaction. If still not found, contact PC Technical Support

1-800-847-2772 or e-mail techsupport@vitalps.com for assistance.

Authorizations / Settlement Issues and Questions

I authorized a transaction for less than was needed.

Create a new transaction. Authorize for the additional amount to ensure funds are available. Create an Offline transaction for the total amount using the approval code of the larger amount. Void previous two transactions.

Can I settle a scheduled and a non-scheduled batch at the same time?

You may receive a Rejected Batch Status if you send these transactions combined (RB T08). It is advised that you separate these two types of transactions and send them as two separate batches

I received a response code of Approval. What does this mean?

The transaction was approved.

I received a decline response on a transaction.

Decline is a response given by the issuing bank of cardholder’s credit card. Request another form of payment.

Transaction Status shows Pending Shipment.

Open the transaction.  Ensure the Ship Date has been entered or has a valid date (Ship Date is a required field).

I received a response code of Call. What does this mean?

Suggests you call your Voice Authorization center with the card number, exp date and amount to retrieve an on-the-phone approval.   If you call immediately and receive a code, you can then apply the code into the approval code field.

How do I enter an approval code from voice authorization into a transaction?

Start with the transaction GUI open. On the toolbar your should see an option for Action, click on Action. In the Action menu, you should see an option for Offline. If the Offline menu option is active, select it. This will open a Special Response window, which has a field for you to input your approval code. If you do not currently have an approval code there will be a voice autorization phone number and your merchant number so that you may attempt to obtain one now.

I received a response code of Hold-call. What does this mean?

Pick up the card and call the Voice Authorization center.

I received a response code of Acct Length Error. What does this mean?

Unable to verify card.  Confirm number with customer and retry authorizing

I received a response code of Card No. Error. What does this mean?

Invalid Card number. Ask the customer for another form of payment.

I received a response code of Expired Card. What does this mean?

Card has expired, ask for another form of payment

I received a response code of Re Enter. What does this mean?

Contact PC Technical Support 1-800-847-2772

e-mail techsupport@vitalps.com for assistance.

How do I archive transactions or batches?

- From transaction list, right click on transaction. Select Archive.  

- From settlement list, right click on batch. Select Archive.  

Batch Settled Twice.

Contact PC Technical Support 1-800-847-2772

e-mail techsupport@vitalps.com for assistance.

Exceptions?  Why did this happen?

An exception response is set if a transaction received an error message upon authorization. (ie: Service Not Allowed, etc)  There are many reasons, see the specific message response for next step.

Are any of my scheduled credit cards ready to expire?

Click on Tools, Administration, Expiring Cards.

How to check a settled batch?

- Click on Go, Settled Batches

- Click on Settled Batches shortcut from Partner bar. 

                 (Double click on batch to view details)

How do I delete a batch?

- Unsettled = Click on Transaction shortcut. Highlight all

  transactions.  Right click over highlighted area. Select delete.

- Settled = Archive batch from Settled Batches window.

  Click on Archived Transactions shortcut. Right click on batch.

  Select Delete Batch.

How do I do an auth only/post auth?

Open a new transaction. Enter the transaction information.  Click on Authorize Only button.

How do I print a receipt?

Print Services must be set up.

(Must have a valid Transaction Status to print)

- Transaction – Open transaction window. Click on File, Print

  Receipt.

- Settled transaction - Opened Settled Batch. Double click on 

  specific transaction. Click on File, Print Receipt.

How do I refresh the screen?

Press F5 key on keyboard.

How do I settle a batch?

- Click on Pending Settlement Batches from Partner Bar. Right

   click on batch, select Settle Selected Batch.

OR

-          Double click on batch. Click on File, Transmit Batch.

OR

- Double click on batch. Click on Transmit Batch icon on toolbar.

How do I void an existing transaction?

-                      From transaction screen, right click on transaction. Select Void

OR

- Open transaction. Click on Action, Void. Close transaction.

I received “Unauthorized payment type” after entering credit card number.

- Credit card number was keyed incorrectly.

- Merchant is not set up to accept that card type.

I settled a transaction but wanted to void it.

Contact Merchant Services to check if a credit must be issued.

Settlement Failed

Contact PC Technical Support 1-800-847-2772 or

e-mail techsupport@vitalps.com for assistance.

I am unable to open a transaction screen.

Contact PC Technical Support 1-800-847-2772 or

e-mail techsupport@vitalps.com for assistance.

I am unable to save transactions.

Ensure all data has been entered and there are no fields in red. If there is no change, contact PC Technical Support 1-800-847-2772 or e-mail techsupport@vitalps.com for assistance.

Customers

How do I add a new customer?

- Click on File, New, Customer. Enter customer information.

- Click on Customer shortcut from Partner bar. Right click on

   screen. Select New. Enter customer information.

How do I view a list of all customers?

Click on Tools, Reports, Administrative Reports.  Select

Customer. Select a customer listing report.

How do I find a particular customer?

Click on Tools, Reports, Administrative Reports.  Select

Customer. Select any report. Enter Customer ID to filter.

The customer name is not printing on my reports.

POS-partner has to have the customer information entered into the Customer Database to print the customer name in reports.

Scheduled task - not all transactions are showing

Contact PC Technical Support 1-800-847-2772

e-mail techsupport@vitalps.com for assistance.

Control Panel

How do I enter the POS Partner Control Panel?

- Click on Tools, Administration, Control Panel.

- Click on the Control Panel icon on the toolbar.

- Click on the Administration button on Partner bar. Click on the

  Control Panel shortcut.

How do I add a user?

Enter Control Panel. Double click on Users. Click on File, New User.

I have API questions.

Visit www.pos-partner.com to download the Software Developers Kit and for a complete explanation of API.  You can also call (800) 847-2772 to schedule certification.

How do I add card types or new merchant IDs?

Ensure Merchant Services has added the new ID.  A new Merchant Activation Disk is required to update Partner software.

How do I setup clerks/servers?

Enter Control Panel. Double click on Clerks & Servers. Click on File, New Item.

How do I set up a Card Reader in Partner?

Enter Control Panel. Double click on Nodes.  Double click on the node name of the PC where the card reader is installed. Click on the Peripherals tab. Select appropriate option.

Miscellaneous Scenarios

Error accessing DB (error logging into DB)?

Ensure the MSSQL Server, located on the system tray, is open and running. If so contact PC Technical Support 1-800-847-2772 or e-mail techsupport@vitalps.com for assistance.

How do I start the SQL Server?

1. Go to The Start Menu and select MSDE. 2. Choose the Service Manager. 3. A box wil appear for the SQL Server Service Manager. 4. Make sure the Services drop down menu displays "MSSQLSERVER". 5. Click the arrow for Start/continue. 6. SQL should be running now.

Amex/Disc Number is wrong

Contact Merchant Services to update. A new Merchant Activation Disk is required to update Partner software.

My Authorization/Settle GUI is stuck going back and forth

Press F5 to refresh screen. If there is no change, end task on POS Partner. Try rebooting PC.

Fees associated with using partner?

Contact Merchant Services.

Bank Routing Error

Contact Merchant Services.

How do I upgrade from POS Partner 2.24 to POS Partner 2000?

Contact Merchant Services to initiate change.

Level II Data Questions?

Contact Merchant Services.

I tried installing the Service Pak and I’m having issues.

Contact PC Technical Support 1-800-847-2772 or e-mail techsupport@vitalps.com for assistance.

How can I get training for POS Partner 2000?

Call 1-800-365-8574 for any training needs.

How can I log into training mode?

At the logon screen, ensure Training Mode box is checked.

 Enter User ID: Train and Password: Train123

The window is too big, I can't click the Next button?

Change your Windows settings to view Small Fonts.

Unable to start SQL

Contact PC Technical Support 1-800-847-2772 or e-mail techsupport@vitalps.com for assistance.

Uninstall - Is there anything I should do first?

Make sure to stop and exit all MSSQL services. Shut down Vital Application Console.

I am not able to download from the POS Partner 2000 web site.

Contact PC Technical Support 1