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					                              1.4.8 CREDIT CARD PROCESSING POLICY

Effective 11/16/09                                                                  Revised 03/29/11


GENERAL PURPOSE
Advancement Services will utilize Internet electronic commerce (Elavon/Virtual Merchant) to provide a
payment venue for alumni and friends who donate private gifts to the University. In providing this
payment option, it is advantageous to have the capability to process credit and/or debit card (check
cards issued by Visa, MasterCard, and Discover) transactions. This document provides policies and
procedures for processing such transactions.

WEB CREDIT CARD PROCESSING SYSTEM
Credit card gifts are obtained by the Advancement Services Gift Records Office. When a donor, either by
mail or by phone, wishes to give a gift by credit card to the University of Tennessee Foundation (UTFI),
an Advancement Services monetary processor will open an Elavon/Virtual Merchant on-line link which
will prompt the processor to enter a credit card number, expiration date, CVV number (required for
Discover), the name as it appears on the credit card and other information to verify the identity of the
donor. An authorization will be returned to the processor that verifies that the appropriate amount has
been charged to the credit/debit card as entered. After obtaining approval for the credit card charge,
the credit card number, expiration date and CVV# will be blacked out on the backup documentation. A
gift is then recorded in ANDI. None of the credit card information is stored on the ANDI system and
Elavon/Virtual Merchant is a direct on-line link so no information is stored on any personal computer.

At the close of the work day, each Advancement Services monetary processor generates a Current
Activity report of Elavon/Virtual Merchant transactions they have processed. These reports are used to
balance their ANDI batches and daily deposits. These transactions are automatically settled during
nightly processing. The following day the Advancement Specialist III will generate a settlement report
from the Elavon/Virtual Merchant system.

REPORTING DEPOSITS TO THE UNIVERSITY DEPOSITORY
See Policy and Procedures for IRIS Entry.

DATA ENCRYPTION SYSTEM FOR CREDIT CARD USE
Advancement Services credit/debit card transactions are securely processed using Elavon, a leading
provider of trust services including authentication, validation and payment to conduct trusted and
secure electronic commerce. The SSL protocol maintains the security and integrity of the transmission
channel by using encryption, authentication and message authentication codes. Elavon operates
intelligent infrastructure services that enable and protect billions of interactions across the world’s voice
and data networks. Elavon offerings include SSL Certificates, two-factor authentication, identity
protection, managed network security, public key infrastructure (PKI), security consulting, and
information management.

Elavon provides merchants connectivity to Virtual Merchant's payment platform that manages the
transactions throughout the complexity of the financial networks of all the different banks and
processors. For transaction authorization, the Virtual Merchant client software establishes a secure link
with the Elavon processing server over the Internet using an SSL connection, and transmits the
encrypted transaction request. The Elavon server is a multi-threaded processing environment. It
receives the request and transmits it over a private network to the appropriate financial processing

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network. When the financial network returns an authorization response, this response is transmitted to
the Virtual Merchant client via the same session. The client sends a transaction receipt acknowledgment
to the server before disconnecting the session.

POLICY MAINTENANCE
Advancement Services will review this policy annually for content and accuracy. Changes will be made to
this policy as deemed necessary, and will be approved by the Director of Advancement Services. Any
significant changes to this policy will be reviewed with the Department of Finance before
implementation. The content of this policy is intended to be a supplement to UTFI Fiscal Policy. UTFI
Fiscal Policy will prevail in any discrepancies created by this policy.

See also Telefund Credit Processing Policy 1.7.1.

For questions regarding this policy, contact the Advancement Services Help Desk at (865) 974-4153 or
email ANDIHelp@tennessee.edu




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                          1.4.8 CREDIT CARD PROCESSING PROCEDURES

Effective 11/16/09                                                               Revised 03/29/11
PROCEDURE NOTE(S)
Discover Card Transactions – In order to reduce the per transaction fee, Discover requires the three digit
CVV security code number. While processing Discover card transactions, if the CVV code is not supplied,
contact the donor to request it. All CVV numbers are destroyed after the information has been entered
in Elavon/Virtual Merchant.

ELAVON MANAGER

PROCEDURE NOTE(S)
An Elavon Administrator is responsible for setting up a Merchant Administrator account. The Merchant
Administrator account holds domain over your entire account. The Merchant Administrator can create a
hierarchy of users, with similar or varying degrees of permissions and access, and can even delegate the
ability to manage the hierarch of users to another user. A unique user name and password will be
assigned to each Advancement Services monetary processor and Advancement Specialist III. Each user
should change their password when they first sign-in to Virtual Merchant.

CHANGING PASSWORD
   1. Open Internet Explorer and go to https://www.myvirtualmerchant.com/VirtualMerchant/login
   2. On the Virtual Merchant Login screen, enter information in the following fields…
               Account ID: 541016
               User ID: (your assigned user name)
               Password: (your assigned password)
   3. Click Login button.
   4. On Virtual Merchant’s menu bar, click User.
   5. In the ‘Manage Security’ section, click on Change Password.
   6. In the Password field, click Change your password
   7. Enter your current password in the ‘Current password:’ field.
   8. Enter your new password in the ‘New password:’ field.
   9. Enter your new password again in the ‘Confirm new password:’ field.
   10. Click Update.
   11. You will see a message box indicating if there was an error or if your password was successfully
       updated.


VIRTUAL MERCHANT TRANSACTIONS
   1. Open Internet Explorer and go to https://www.myvirtualmerchant.com/VirtualMerchant/login
   2. On the User Login screen, enter information in the following fields…
               Account ID: 541016
               User ID: (your assigned user name)
               Password: (your assigned password)
   3. Click Login button.
   4. On Elavon’s menu tree, click Credit Card.
   5. In the Credit Card Menu, choose Sale if you are processing a Discover Card or choose Multientry
      if you are processing Visa or Mastercard transactions.


Adv.Services Policies & Procedures              3
         NOTE: CVV numbers are required for Discover Card transactions. A prompt to enter the CVV
         number can only be found if you process the credit card using the ‘Sale’ option. Multientry is a
         quicker way to process Visa and Mastercards. You will not be prompted to enter a CVV number
         in the Multientry option.

     6. Enter all required information as prompted. Fields flagged with red asterisks are required.
         NOTE: In the ‘Address1’ field, you only have to enter the donor’s house number. For example, if
         the donor lives at 123 River Road, just enter 123.
         In the ‘Customer Code’ field, enter the last 4 digits of the donor’s credit card number unless the
         donor supplies you with a customer code.
         In the ‘Sales Tax’ field, enter a zero. We do not charge sales tax.
         In the ‘ANDIID’ field, enter only one ID, either spouse’s ID will work.
     7. Click the Process button if using the ‘Sale’ option or Click the Authorize button if using the
         Multientry option.
     8. USING THE SALE OPTION
         After clicking ‘Process’, a response page will open up indicating if the transaction received an
         approval or if it was declined.
         USING THE MULTIENTRY OPTION
         After clicking ‘Authorize’, a Multientry Response page will open dividing all the transactions into
         three categories:
         Authorize Transactions: 0
         Declined Transactions: 0
         Error Transactions: 0
         If an approval is not received for all transactions complete the following steps:
         Click on Current Batches
         Click Error
         Find the last four digits of the declined credit card and determine what the reason for being
         declined was.
         If the credit card number is “INVALID CARD”, try re-entering the card information to rule out any
         typo errors you may have made the first time.
         Contact the donor if re-entry does not clear up the error or if you receive a declined message.
PROCEDURE NOTE(S)
If a transaction needs to be Voided or Credited, you can do this when you pull up the Current Activity
report.
     9. Black out the credit card number, expiration date and CVV# on the backup documentation. You
         are ready to proceed with your next transaction.
     10. After processing all transactions at the end of the day, follow the Current Activity Report steps
         below.

CURRENT ACTIVITY REPORT
When Advancement Services Monetary Processors have entered the credit cards they have processed
for the day, each monetary processor will be responsible for printing their own Current Activity Report.
     1. Click Current Batches on the menu tree.
     2. Click Main.
         This will give you a listing of all transactions processed today by all processors.
     3. Click Search on the menu bar and enter your user name in the ‘User ID’ field.
         This will give you a listing of all of the transactions you processed.
     4. If this activity report does not balance with your ANDI batches, you may need to ‘Void’ a
         transaction if it has been entered twice. See Voiding a Transaction steps below.

Adv.Services Policies & Procedures               4
    5. Print the Current Activity report. Balance this report against your ANDI batches.
    6. All backup documentation and Virtual Merchant reports are filed with ANDI Batch Reports for
       each day’s transactions. These are filed in locked filing cabinets that are secured in locked file
       rooms.

SETTLEMENT REPORT

PROCEDURE NOTE(S)
Elavon transactions are automatically settled each night. A settlement report will be generated by
Advancement Specialist III the following business day.

    1. In Virtual Merchant, click ‘Settled Batches’ on the menu tree.
    2. Click Main.
    3. Click on the appropriate Settled Date.
    4. Make sure the Display number is large enough to show the total Transaction Count located at
       the bottom of the list.
    5. Print two copies of this list to be used as backup for the deposit.

VOIDING A TRANSACTION

PROCEDURE NOTE
While processing credit cards in Elavon, if you erroneously charge a credit card twice or charge the
wrong amount, you will need to VOID the incorrect transaction.
   1. In Virtual Merchant, click Current Batches on the menu tree.
   2. Click Main.
   3. Click in the box to the left of the transaction you wish to void.
   4. Click on the ‘Void’ button located at the bottom of the list.

CREDITS

PROCEDURE NOTE(S)
Credits are processed when it is necessary to refund a donor. Advancement Services Monetary
Processors complete a Modification/Reversal Form and a Donor Refund form. These forms are
reviewed and approved by the Advancement Services Assistant Director. The Advancement Services
Monetary Processors then proceed to the following steps:
    1. In Virtual Merchant, click Settled Batches on the menu tree.
    2. Click Search on the menu bar.
    3. Adjust the date range to cover the time the credit card was originally charged.
    4. Type the donor’s ID in the ANDIID field.
    5. Click Search button.
    6. Click on the Card Data number of the transaction you wish to credit.
    7. Click the Generate Refund button at the bottom of the page.
    8. If donor is requesting a partial refund, change the Amount to the amount of the refund.
    9. Click the Process button at the bottom of the page.
    10. A response page will open letting you know the refund has been approved.




Adv.Services Policies & Procedures               5
VIRTUAL MERCHANT- RECURRING BILLING
Elavon’s Recurring Billing Service is a scheduled payment solution that enables Advancement Services
Gift Records Office to automatically charge a donor’s credit card.

To configure a donor to be automatically billed on a schedule, a recurring billing profile is defined for
each donor. The profile specifies the credit card account to bill, the amount to charge each time, the
payment period (monthly, weekly, and so on), and the term (number of payments) of the agreement.

When we submit the data, Elavon generates the new profile, activates it and automatically performs the
billing on the specified schedule. When the donor has made all scheduled payments, the profile is
mature and no further transactions occur.

A recurring billing profile will be created when the donor has a current active pledge and the
Advancement Services Gift Records Office has received the original completed / signed “Recurring Credit
Card” form on file.




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