How to manage your business using the CyberSource Business Center

1. How to manage your business using the CyberSource Business Center Brought to you byCyberSource Customer Support

2. What you will learn • How to manage your business using the CyberSource Business Center, including: • How to take credit card orders using the Virtual Terminal • How to credit returned orders • How to look up and manage your orders • How to protect yourself from taking bad orders • How to generate and download reports of your orders • How to start setting up your own hosted Payment Form • How to start setting up your shopping cart to use CyberSource • How to get help with any of the above

3. Getting Into the Business Center Use an internet browser to go to https://businesscenter.cybersource.com

4. An e-mail worth keeping You should receive two (2) emails after you are registered with CyberSource This your CyberSource ID, sometimes called your CyberSource merchant ID

5. Your first password This is your temporary password, you will need this to log into the Business Center for the first time. Be sure to keep this e-mail because it contains Customer Support contact information, in case you get lost.

6. Make your password strong & your orders safe Be sure to follow the instructions provided when making a new password

7. Help protect yourself from getting locked out Be sure to remember to remember your answer. The answer is case sensitive, so must remember exactly what you typed.

8. It’s easy to find your way around the Business Center Each section in the main navigation bar is called a “tab” Under each Tab that is selected there are “Sub Categories” displayed on the left side of each screen. The “Help” link is provided on every page within the Business Center.

9. But if you get lost, there are signs of help… Question marks (“?”) appear where additional information is available. Information will appear in a “pop up” when you roll your mouse over the question mark (“?”)

10. … and lot’s of information… The “Help” link is available on every page of the Business Center to provide more information about the specific page you are currently viewing.

11. And if you still need help, check the answers to common questions… Even more help is available under the “Support” tab such as Frequently Asked Questions, Documentation, etc.

12. … or send us your question… Questions can also be submitted directly to Customer Support through the Business Center.

13. … or call us with your question Customer Support is available Monday thru Friday 6AM to 5PM PST. Contact information is provided on the “Home” tab.

14. Bookmark the Business Center because you’ll be back Bookmark this site to easily return in the future.

15. Keep your account up to date When the “Settings” tab is selected your “Account Information” is loaded first.

16. Make sure we can contact you Double check the “Account Contact” Information for your account as this is used for service notifications.

17. Review your banking information Further down the “Account Information” page your Payment Processor information is displayed. NOTE: It’s very rare that any changes to your Payment Processor information will ever be necessary.

18. Be sure to click “update” when making changes Once any changes to your Account Information have been made be sure to scroll down and click the “Update” button to ensure all changes are saved.

19. Get your Virtual Terminal ready to take orders Click the “Virtual Terminal Settings” link to configure your Terminal before attempting to process orders.

20. Don’t worry, the Business Center will help you After all configuration has been done be sure to click the “Update” button at the bottom of the screen and you’ll receive a reply message to indicate if things were saved successfully. In this case, there was an error message which indicates what needs to be changed.

21. Your Virtual Terminal is ready to take orders In this case you see the message when all changes were saved successfully.

22. Let’s try an order using Virtual Terminal Click the “Virtual Terminal” tab to load your newly configured Terminal. At this point all of the required and optional fields you chose to display should all appear.

23. But first, let’s talk about Payment Credit Card Authorization Note: Authorizations are processed “Real Time”. Once an Auth is submitted the funds are held immediately. Typically the hold is placed for 2 weeks or 10 business days. Credit Card Capture (Also known as “Settlement”) Note: Captures (and Credits) are processed within batch files that are sent to Payment Processors once a day. Funds typically take 2 to 4 business days to settle within the end bank account.

24. It’s okay, you’re in Test mode Note: An “Authorization is only holding the funds in the customers credit card account. A “Sale” is a request for Authorization and Capture within the same request. While in “Test” status use the test credit card number of 4111111111111111 Note: To test successful trasnactions use amounts of $1000 and below. To test failed transactions use amounts between $1001 and $4000.

25. Remember, you set what fields you want to require All of the fields you configured to be “Required” will appear in a BOLD font. All of the fields you configured to be “Optional” will appear in a LITE font.

26. Again, the Business Center is there to help Review all of the customer information you entered prior to Executing the transaction.

27. You’ll get a receipt with every order The “Order Number” that is displayed can be used to easily locate transactions when using the “Order Search” screens.

28. Now let’s set up users to use the Virtual Terminal Select “Users” to create SUB-Usernames under your primary username. NOTE: Sub-usernames are typically created for Developers, CSR’s, etc.

29. Setting up users is easy NOTE: Fill out all of the bold Required fields as well as set the permanent password for the new usernames.

30. Set attributes based on the user’s role in your business After you’ve entered the required fields you’ll want to select the new username attributes. NOTE: Once you’ve completed the configuration be sure the click the “Add User” button.

31. As your business changes, change your users Once a new username has been added you’ll receive a successful message and the new username will be displayed below.

32. Ready… Steady… Go Live! When you’re ready to “Go Live” click the “Settings” page and scroll to the bottom to click the “Go Live” button. NOTE: Once you complete the “Go Live” process there is no way to go back to “Test Mode”. NOTE: Once you are live we recommend to submit a $1.00 sale using the Virtual Terminal to ensure funds route to your account sucessfully.

33. Now that you’re live, let’s manage your orders To view and manage your orders, use the “Order Search” screens. All order data is stored and available for 6 months.

34. Narrow you search to limit the number of matches To locate specific orders you’re able to select a specific field such as “Order Number” to find them quickly. NOTE: If no search criteria is selected simply clicking the “Search” button without making any changes will load the last 50 transactions of the current day.

35. Click on any Order Number to get more information Once a search has been done simply click the “Order Number” to get to the details of the order. The detail page allows users to issue credits, view AVS results, etc.

36. Wow, there’s a lot of information here Once the Details page is displayed take a minute to scan all of the information that is provided about the order as it can be very useful for future use.

37. Some information may need more explanation Additionally, on the Details screen there are fields that can be clicked to provide more information about the codes being used. The example shown here is what appears after the “AVS” link is clicked to show all of the codes and their definitions.

38. You’re here to manage your orders In the case where an Order is in an “Authorized” status the Capture to claim funds can be submitted from the details screen.

39. Capture the amount for the final order The following screen that appears after the “Capture” button is clicked asks you to enter the exact amount you wish to claim. NOTE: Captures can be submitted up to 30 days after the authorization date. Also, Capture amounts cannot exceed Authorization amounts.

40. As always, the Business Center is here to help The final step is a confirmation “OK” to ensure you entered the correct amount.

41. Now there’s more information about the order After the “Capture” is submitted a successful message is returned and the Order History shows the current status. NOTE: The “Pending” status of the Capture simply means the request has not yet been sent to the Payment Processor, this takes place daily just after Midnight, PST.

42. But what if a customer returns an item? You’ll also notice that after an order has been Captured, the “Credit” button then appears to allow you the merchant to issue funds back in the event the items or service are returned.

43. The Business Center allows you to manage your business When the “Credit” button is clicked this following screen appears to allow you to enter the amount you wish to credit customers. NOTE: You’re able to issue a credit for up to 110% of the Captured amount.

44. …and is there to help Once again an “OK” confirmation box appears to ensure the correct amount has been entered.

45. Of course, you can manage large groups of orders To get a quick list of all authorizations ready to capture simply click the option on the left side of the screen under the “Order Search” tab and perform a date range search.

46. But the Business Center will always offer options The results are displayed as follows, you’re able to go into each order individually or simply place a check mark next to the order and submit multiple captures at once.

47. And the Business Center will always be there to help A confirmation page is displayed to confirm the correct orders are being captured as well as the correct amount is being submitted. Simply click the “Process” button to complete the Capture requests.

48. You can even save orders that need a second chance To view orders that have failed one or more of your “Smart Auth” settings, simply click the “Authorizations Needing Review” option under the “Order Search” tab.

49. You can determine which orders need a closer look Smart Auth Settings can be configured by selecting the “Smart Authorization” option under the “Settings” tab.

50. The Business Center will let you know when to review an order This example shows the error message which would appear to indicate an order submitted through the “Virtual Terminal” has failed one or more Smart Auth Settings and that this order would be viewable under the “Orders Needing Review” option under the “Order Search” tab. NOTE: You’re able to complete an order and Capture it even if it fails a Smart Auth Setting, this option is up to each merchant.