Merchant Portal

Help & Support

Log in to the

Portal

User guide

Quick reference guide

Logging in for the first time

Accessing the Portal for the first time

You will receive an email from ‘no-reply@verifone.com’ confirming your Verifone Cloud Services account has been set up, followed by another email with a link to set your password.

Follow the instructions to complete your Merchant Portal account set up. Check your junk or spam folders if you do not receive the emails.

Note: For your security, Verifone Cloud Services logs you out of the Portal after 30 minutes of inactivity.

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Filtering and exporting transaction lists

Transactions Dashboard

Click Reports > Transactions to access your Transactions dashboard.

Your Transaction dashboard includes all transactions from your Points of Interaction including refunds, and pre-auths.

Here you can search and filter your transactions and export custom reports.

You can filter your transactions by organisation and Merchant ID. You can also apply the following filters to your transactions:

  • Transaction or settlement date
  • Transaction details
  • Transaction identifiers

Transaction detail

Click a particular transaction to see additional details:

  • Organisation: The organisation associated with this transaction
  • Reference: The transaction reference number. For in-store EFTPOS terminals, this is the RRN
  • Channel: Where the sale originated i.e. on an Eftpos terminal or online. If the channel is given as ‘POS’, this means the transaction was processed on an EFTPOS terminal in-store

Click on the tabs to see more information about the transaction:

  • History: Gives time and date information for the transaction, plus the status, sale amount and currency
  • Details: See the below ‘Report columns’ section for definitions of these transaction properties
  • Customer: Displays information such as the card type and masked card number

Filter by transaction or settlement date

Click the calendar tool to filter transactions based on a date range.

  • If ‘Created date’ is selected, the filter will include transactions processed during the selected date range
  • If ‘Settled date’ is selected, the filter will include transactions settled during the selected date range

Filter by transaction details

Select + Add Filter to filter transactions based on the following transaction details:

  • Channel: Where the sale originated e.g. from an EFTPOS terminal or online. ‘POS’ means the transaction was processed on an EFTPOS terminal in-store
  • Currency: Currency in which the transaction was tendered e.g. New Zealand Dollar (NZD)
  • Product: The card type used by the cardholder
  • Transaction type: The type of transaction e.g. sale or refund
  • Transaction status: The status of the transaction e.g. approved or declined

Filter by transaction identifiers

You can search for transactions based on transaction identifiers including terminal ID and transaction ID.

Select a transaction identifier from the dropdown menu, enter the correct value for the transaction/s you are searching for into the search bar and then click Search.

You can find some of these identifiers on your EFTPOS terminal receipts:

Terminal ID: You can find this on all of your EFTPOS receipts. It is the last four digits of the ‘TSP’ number
Stan (System Trace Audit Number): The 6-digit number incremented for each transaction the terminal sends. You can find this on your EFTPOS receipt as the ‘Tran’ number. Example: 000287
RRN (Reference Retrieval Number): Only available on some merchant EFTPOS receipts. Made up of the date the transaction was processed and the transaction stan number (System Trace Audit Number). Example: 200807030680
Batch Number: This is the settlement date of the transaction in the format YYDDMM
Reference: For transactions processed on an EFTPOS terminal in-store this is the RRN
Settlement ID: Not currently used for NZ
Transaction ID: For transactions processed on an EFTPOS terminal in-store this is the RRN

 

Exporting reports

Once you’ve applied filters to display the transactions you want to export, click Export CSV to generate a transaction report for download.

  1. Select the report type:
  • ‘Basic report’ will export the date, reference number and transaction amount
  • ‘Full report’ will export all transaction detail fields
  1. Click Download CSV

See report columns section for definitions of all transaction detail fields.

Report columns

Below are definitions for all of the transaction detail fields included on full reports.

  • Created_at_date: Date of the transaction
  • Created_at_time: Time of the transaction
  • Created_at_timezone: Time zone of the transaction
  • Created_at_utc: Consolidated date, time and time zone
  • Reference: For EFTPOS terminal-initiated transactions this is the RRN
  • Entity: Trading name of the site that processed the transaction
  • Product: Card used for payment
  • Orig.amount: Sales transaction amount
  • Original amount currency code: Currency in which the transaction was tendered
  • Curr.amount: Currency code (e.g., New Zealand Dollar NZD)
  • Curr.amount currency code: Transaction amount
  • Status: Transaction status, e.g. Sale Authorised or Sale Declined
  • Merchant_id: The merchant ID for the point of interaction for the transaction
  • Organisation_id: (not applicable for New Zealand)
  • Arn: (not applicable for New Zealand)
  • Batch_id: This is the settlement date of the transaction in the format YYDDMM
  • Card.bin: The Bank Identification Number of the card (usually the first 6 digits of the card number)
  • Card.last_four: Last four digits of the card
  • Card.issuer_country: The country where the card was issued
    All customer information fields are not applicable to New Zealand
  • _Id: Unique identifier of the transaction in the Portal
  • RRN: (Reference Retrieval Number): Made up of today’s date and the transaction stan number (System Trace Audit Number).
  • Settlement_date: The date the funds settled in your merchant account
  • Settlement_Id: (not applicable for New Zealand)
  • All shipping information fields are not applicable to New Zealand
  • Shopper_interaction: where the sale originated i.e. Eftpos terminal or online. ‘POS’ means the transaction was processed on an EFTPOS terminal.
  • STAN (System Trace Audit Number): The 6-digit number incremented for each transaction the terminal sends.
  • Organisation.name: (not applicable for New Zealand)
  • Terminal_id: The Terminal ID of the ‘point of interaction’ which initiated this transaction

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Virtual terminal

What is the Virtual Terminal?

The virtual terminal can be used to take card-not-present transactions, for example taking orders over the telephone or via mail order. Customer card details are entered on their behalf directly into the virtual terminal payment form to process payment. You must have a card-not-present facility set up with your bank and comply with PCI DSS obligations. Card details must be securely stored.

You can also use the merchant portal to refund, cancel or void a transaction from the details window on the Transactions dashboard.

To get Virtual Terminal set up call us on 0800 EFTPOS (0800 338 767, option 1).

Getting started

If this is your first time using the Virtual Terminal, you will need to complete your Merchant Portal account set up (if you have not already!) and log in to the Merchant Portal before accessing the Virtual Terminal.

A public key for Secure Card Capture needs to be generated before you can start accepting Virtual Terminal transactions. This will ensure that any card details are encrypted in the browser, so that information can be safely passed to Verifone for processing.

This can be done in the Portal by navigating to Administration -> Organisations, then selecting the organisation required. The Secure Card Capture area is at the bottom of the page, just click on the ‘Create new public key’ button. Please note you must be a merchant admin to generate public keys.

Once you’ve generated the public key, you can start processing Virtual Terminal transactions.

Using the Virtual Terminal

Navigate to the virtual terminal in your merchant portal by clicking Payment Tools > Virtual Terminal.

Watch a Virtual Terminal Demo here.

On the Payment Settings screen, select:

  1. The organisation to which the transaction belongs. If you only have access to one organisation, this field will not be visible.
  2. A Payment Provider Contract (PPC). Select the Payment Provider Contract (PPC) from the dropdown menu associated with your card-not-present merchant facility. If you only have one PPC, this field will pre-populate.
  3. An optional merchant reference.
  4. Enter the transaction amount into the amount field. The currency code will be determined based on your Payment Provider Contract. If your contract is configured to process multiple currencies, the currency code field will be a dropdown select box.

Once all the payment settings are configured click ‘Continue to Payment’ and then enter the customer’s card details into the Payment Form and click Pay:

The payment will be processed, and a confirmation screen will be shown.

If there is an issue with the card details entered, an error message confirming the reason for the error will be shown. For example, if the card number is invalid or if the card is expired.

If the payment fails, the payment confirmation screen will display ‘Transaction Failed’. You can either initiate a new transaction through the virtual terminal by clicking New Transaction or review transaction details by clicking on More Details.

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Refunds

How to refund a Virtual Terminal transaction

You can refund Virtual Terminal transactions from the details window on the Transactions dashboard.

Search for the transaction you want to refund. Filter by ‘Mail’ or ‘Phone’ using the ‘Channel’ filter to see your Virtual Terminal transactions. Click on the transaction to access the transaction detail window.

1. Click Actions > Refund
2. Enter the Amount to be refunded into the Amount field
3. Enter a refund reason (optional)
4. Click Refund

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Creating users

View and search for users on the Merchant Portal

Merchant admins can view and search for users in their organisation by name or email address and add new users.

How to create new users on the Merchant Portal

To create a new user:

  • Click Administration > Users.
  • Click Add New User
  • Complete the following fields:
    • Full name
    • Email address
    • Access rights – determines the level of access needed for transaction tasks. See merchant roles.
    • Organisation

The new user will receive an email inviting them to set up a password to activate their account.

NOTE: Only merchant admins can create new users

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Merchant roles

Merchant roles

Merchant Admin — The primary account contact who will manage Portal access for employees within your organisation.

Merchant Supervisor — Can see all organisation configurations, process refunds and initiate payments using the Virtual Terminal.

Merchant Cashier — Can initiate payments using the Virtual Terminal.

Merchant User — Can view transactions, ideal for support staff.

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3D Secure Authentications

Coming soon

Verifone Global eCommerce will be available for New Zealand merchants in the coming months.

Once eCommerce is available, the 3-D Secure Authentications report will list all 3-D Secure Authentications processed for your eCommerce transactions.

3-D Secure is an additional layer of security to make online shopping transactions safer, by authenticating a cardholder’s identity at the time of purchase.

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Administration

Organisations

Depending on the structure and size of your business (and your access level) your organisation might be a single business with one store, a single business with multiple stores, or have multiple stores across multiple businesses.

Click Administration > Organisations to see which Organisation you belong to. Click the blue arrow on an organisation record to view organisation details.

The initial structure of your organisation is based on your Eftpos NZ account structure. If you need to make changes to your organisation, call our Technical Helpdesk on 0800 338 767

Payment Provider Contracts

Click AdministrationPayment Provider Contracts to view your Merchant Facilities and useful information such as your Merchant IDs and supported features and payment types for each facility.

Points of Interaction

A Point of Interaction (POI) is any device or facility that populates the data on your Transactions dashboard.

See the POI that populate your Transactions dashboard by clicking Administration > Points of Interaction.

This Dashboard currently only lists your in-store EFTPOS terminals, but may include additional payment services as we roll out new products and features.

  • Name: Currently this is the unique four-digit number at the end of your Terminal ID which identifies which terminal this POI is
  • Organisation: The organisation associated with the POI
  • Terminal ID: Currently the same as the name column
  • Type: Displays the POI type. This field will be populated with ‘Point of Sale’ if the POI is an in-store EFTPOS terminal

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Your account

Account settings

Click on your initials in the top right-hand corner of the portal and then click My Account to access your account settings.

Click Edit user to change your account name, change your password, set language preferences, and view access rights.

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Help & support

Help & Support

You can access this user guide from the Portal.

For Portal enquiries and troubleshooting contact our Portal Support team.

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FAQs

1. Where can I see my organisation?

The Organisations tab displays all of the organisations you have access to.

Depending on the structure and size of your business (and your access level) your organisation might be a single business with one store, a single business with multiple stores, or have multiple stores across multiple businesses.

2. How can I reset my password?

To reset your password, please follow the steps below:

  • Go to https://nz.live.verifone.cloud and click the ‘Go To Sign In’ button
  • On the login page, click the ‘Forgot Password?’ link
  • Enter your email address and click the ‘Submit’ button. If the email entered is associated with an account, a reset password email will be sent to that email address.  If you don’t receive an email, we recommend checking your junk folder.
  • Click the link in the email to reset your password.

NOTE: For your security, reset password links are only valid for 30 minutes. If you click on an expired reset password link, you’ll see an ‘Unable to reset password, snapshot token is invalid’ error message. Follow the instructions on-screen to create a new password reset link or navigate back to the sign-in screen and click ‘Forgot password?’.

3. I'm locked out of my account. What should I do?

You will be temporarily locked out of your account after five failed login attempts. Please wait 15 minutes and then try logging in again. Alternatively, you can reset your password by clicking ‘Forgot Password?’ on the Sign-In screen.

4. How do I create a new user?

  • Select Administration > Users.
  • Click Add New User
  • Complete the following fields:
    • Full name
    • Email address
    • Access rights – determines the level of access needed for transaction tasks. See the merchant roles section below.
    • Organisation

The new user will receive an email inviting them to set up a password to activate their account.

5. Why can’t I create a new user?

Only users with ‘Merchant Admin’ role access can set up new users.

6. What merchant roles are available?

  • Merchant Admin – The Verifone Cloud Services account contact person who provides employees within your organisation Portal access. An organisation can have more than one Merchant Admin.
  • Merchant Supervisor– Usually reserved for managers. Has read access for the Transaction dashboard, Organisations list and Points of Interaction list.
  • Merchant Reviewer- Read access for all dashboards on the Portal.
  • Merchant Cashier – Read access for the Transaction dashboard, Organisation list and POI list.
  • Merchant User – Ideal for call centre support staff. Read access for the Transaction dashboard, Organisation list and POI list.

7. How long does the Portal keep a user logged in without activity?

Users are logged out automatically after 30 minutes of inactivity.

8. How many users can a Merchant Admin add?

There is no limit on the number of users you can add.

9. Where can I see the transactions on my account?

You can access the main Transactions dashboard on the Reports tab. Use the dashboard to search and filter your organisation’s transactions and export reports. Your transaction dashboard includes all transactions from all your Payment Channels, including refunds and pre-authorisations.

10. What transaction data is available on the Portal?

The Transaction dashboard currently shows all transactions made using a payment card in-store, including cancelled and declined transactions. Some ‘comms error’ transactions won’t appear if the terminal could not connect to the network to process the transaction and offline mode transactions won’t appear until the terminal reconnects to the network.

11. How far back does my transaction history go?

Transaction history is recorded from the date your organisation is onboarded onto the platform. Previous transactions are not currently available.

12. What filters can I use for transactions?

In addition to filtering your transactions by organisation and Merchant ID, you can also apply the following filters to your transactions:

Transaction or settlement date

Click ‘Created date’ or ‘Settled date’ to filter transactions based on a date range.

  • If ‘Created date’ is selected, the filter will include transactions initiated during the selected date range
  • If ‘Settled date’ is selected, the filter will include transactions settled during the selected date range

Transaction details

Click ‘+ Add Filter’ to filter transactions based on the following transaction details:

  • Channel: Where the sale originated e.g. from terminal or online. (Note: For New Zealand, ‘POS’ means the transaction was processed on an EFTPOS terminal in-store).
  • Currency: Currency in which the transaction was tendered e.g. New Zealand Dollar (NZD)
  • Product: The card type used by the cardholder
  • Transaction type: The type of transaction e.g. sale or refund
  • Transaction status: The status of the transaction e.g. approved or declined

Transaction identifiers

You can search for transactions based on transaction identifiers (see below). Select a transaction identifier from the dropdown menu, enter the correct value for the transaction/s you are searching for into the search bar and then click ‘Search’.

  • Terminal ID: You can find this on all of your receipts. It is the last four digits of the ‘TSP’ number.
  • Stan (System Trace Audit Number): The 6-digit number incremented for each transaction the terminal sends.
    Note: New Zealand users can find this on your EFTPOS receipt as the ‘Tran’ number. Example: 000287
  • RRN (Reference Retrieval Number): Only available on some merchant EFTPOS receipts. Made up of the date the transaction was processed and the transaction stan number (System Trace Audit Number). Example: 200807030680
  • Batch Number: This is the settlement date of the transaction in the format YYDDMM
  • Reference: For transactions processed on an EFTPOS terminal in-store this is the RRN
  • Settlement ID: Not applicable for New Zealand
  • Transaction ID: For New Zealand transactions processed on an EFTPOS terminal in-store this is the RRN

13. How do I see transactions for a particular terminal?

You can filter your transactions by Terminal ID to see transactions for a particular terminal. The Terminal ID is available on your EFTPOS receipts as the ‘TSP’.

Log in to the Portal and filter your transactions by the date range you want to view transactions for and then export a Full Report.

The last row on the Full Report (column AN) shows the last number of the Terminal ID for the terminal the transaction was processed on. Turn on filters and filter by the last number of the TSP. For example, if the TSP is 3xxxxx000001, apply a filter and check ‘1’ to see all transactions from terminal 3xxxxx000001 processed during the selected date range.

14. How can I see the details of a transaction?

Click a particular transaction to see additional details about the transaction:

  • Organisation: The organisation associated with this transaction
  • Reference: The transaction reference number. For New Zealand in-store EFTPOS terminals, this is the RRN
  • Channel: Where the sale originated i.e. on a terminal or online. If the channel is ‘POS’, this means the transaction was processed on a terminal in-store.

Click on the tabs to see more information about the transaction:

  • History: All events that happened on a transaction are logged.
  • Details: See the below ‘Report columns’ section for definitions of these transaction properties.
  • Customer: For eCommerce transactions, we will also display actual customer information here like name and billing and shipping address.

15. How do I export a report?

Once you’ve applied filters to display the transactions you want to export, click Export CSV and then ‘Download CSV’ to generate and download a transaction report.

Select the report type:

  • ‘Basic report’ will contain the same columns as the transaction table in the Portal.
  • ‘Full report’ will export all transaction detail fields

16. How do I change the date and time format on the Portal?

Your date and time format on the Portal is set by your browser settings. To change the date or time format, update your browser settings or contact your IT support.

17. How can I reach the technical team? When will they respond?

Our eCommerce support team is available 24/7. You can contact them by sending an email to ecommsupport@verifone.com. You can expect a member of the team to get in touch within 2 hours of your email being received.

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Need Further Help?

Contact our Portal support team for portal related enquiries and troubleshooting