Clemson University Marketplace Instruction Manual

Transcription

1 CU Marketplace is currently prviding ver Clemsn departments with nline business pprtunities. Clemsn University Marketplace Instructin Manual Cash and Treasury Services

2 P a g e 2 CU Marketplace Manual Table f Cntents Intrductin t Marketplace..Page 3 Features f Marketplace Page 4 Fulfilling an Order Page 8 Cancelling an Order Page 16 Prcessing a Refund Page 18 Printing a Duplicate Receipt Page 25 Sending Autmatic s Page 29 Running a PepleSft Query Page 32 Pulling a Ttals Reprt Page 36 Recnciling Yur Accunt Page 41 Pulling a Prduct Reprt......Page 42 What If I Frgt My Passwrd...Page 48 FAQs f Marketplace... Page 49 Pre-Custmer Checklist...Page 56 Existing Custmer Checklist...Page 57

3 P a g e 3 Abut Marketplace The E-Cmmerce unit f the Cash and Treasury Services Department strives t prvide Clemsn University departments with a secure and cnvenient way t extend their business peratins t the Wrld Wide Web. Our gal is t prvide a secure envirnment that allws buyers and sellers t cnnect electrnically, making it easy fr students, parents, alumni, and the cmmunity t d business with Clemsn. Marketplace, hsted by TuchNet Infrmatin Systems, Inc., will serve as the University s main E-Cmmerce service prvider. The use f Marketplace helps us t accmplish ur missin by prviding an E-Cmmerce slutin that is Payment Card Industry (PCI) cmpliant. It is bth secure and csteffective, and allws departments t easily perate nline strefrnts t sell prducts r accept nline payments. Please review ur features n the next page f this dcument and allw us t shw yu all that Marketplace has t ffer. E-cmmerce is grwing rapidly thrughut the wrld and we want t ensure that Clemsn is nt left behind.

4 P a g e 4 Marketplace Features Payments Available Payment Types: All majr credit cards (MasterCard, Visa, Discver, American Express) Debit cards with a MasterCard r Visa lg Electrnic checks Verifies the credit card number, expiratin date, and available funds PCI cmpliant payment Departments never see the credit card number Ability t take $0 payments Accunting Autmatic uplad t PepleSft Separate chart field strings fr each prduct Eliminates the need fr receipt transmittals and web departmental depsits Creates MCR jurnal ID entries Custmer Infrmatin Variety f infrmatin gathering ptins Text entry (ptinal r required) Drp dwn selectin (required) Checkbx selectin (ptinal) Ability t cllect virtually any custmer infrmatin yu wuld like using the methds abve Dynamic pricing Create price increases r decrease based n the ptins selected Price can vary based n ptins selected (Ex. Registrant type, t-shirt size, etc.)

5 P a g e 5 Checkut Ability t allw custmers t becme a registered user Saves shipping infrmatin Saves billing infrmatin Saves payment infrmatin Prvides rder histry This feature is ptinal and can be hidden Prmtinal Cdes ($ r % ff) Ability t ffer ptinal items at checkut Ability t cllect ther custmer infrmatin Calculates sales tax autmatically based n zip + 4 Calculates shipping rates based n rates given by department Custmer Cmmunicatins System sends autmatic s Order cnfirmatin Order fulfillment (i.e. ntice that gds were shipped) Cancellatin Refund Ability t send these cmmunicatins via text message as well Shipping Rates set by the department Ability t add additinal charge per item Shipping cst captured at checkut Printable packing list available Custmer can be sent a tracking number Ability t ship internatinally and limit where items can be shipped

6 P a g e 6 Reprts Real-time reprts Reprts include all infrmatin entered by the custmer except billing infrmatin Ability t pull high-level and transactinal reprts All reprts are exprtable t excel Ability t pull multiple prduct reprts at ne time Cst N set up fee N maintenance fee Only fees are credit card prcessing fees Visa 1.43% f revenue MasterCard 1.53% f revenue Discver 1.85% f revenue American Express 2.15% f revenue These are base rates, actual fees fluctuate based n the interchange fees applied Credit card fees are prcessed mnthly with a jurnal entry by Cash and Treasury Services t the chart field string that yu designate Layut Custmizable images Custmizable stre and prduct descriptins General layut custmizatin als available Miscellaneus Ability t bring prducts r stres ffline and back nline quickly Changes can be made with n dwntime Mbile ptimized versin is included

7 P a g e 7 Ability t set inventry fr prducts (i.e. limit number f registrants r merchandise available fr sale) Dwnladable QR cdes Departments able t d refunds Refunds can be full r partial refunds Refunds are made t the same payment methd as the riginal payment

8 P a g e 8 Marketplace User Guide Fulfilling an Order 1. Lg in t U.Cmmerce Central 2. Hver ver the Applicatins tab

9 P a g e 9 3. Navigate t Marketplace 4. Click n the number under the Fulfillments Pending clumn

10 P a g e Check the bx f the rder desired t fulfill a. Yu are able t check mre than ne bx at a time 6. Click Prcess Fulfillment

11 P a g e Click Ok when asked if yu want t fulfill these shipments 8. Click Accept Payment

12 P a g e Click Ok when asked if yu are sure that yu want t charge the custmer 10. Click Print Packing List Nte: Skip t Step 12 if yu d nt wish t print a packing list.

13 P a g e Click Print 12. Click Prceed t Step 3

14 P a g e Enter a tracking number Nte: Entering a tracking number is ptinal. Skip t Step 14 if yu d nt have a tracking number. 14. Click Prceed t Step 4

15 P a g e Click Send Nte: Sending an t the custmer is ptinal. If yu d nt want t cntact the custmer, click Back t Fulfillment List. 16. Click Cntinue

16 P a g e 16 Cancelling an Order 1. Repeat steps 1-6 n Fulfilling an Order Sectin 2. Change the Fulfillment Quantity t 0 Nte: The system will nt allw yu t increase the quantity. The custmer wuld have t make anther rder. 3. Click Update Quantity

17 P a g e Click Ok when asked if yu re sure yu want t update the rder quantities fr this shipment Nte: The custmer will autmatically receive a system generated rder cancellatin ntice.

18 P a g e 18 Prcessing a Refund 1. Lg in t U.Cmmerce Central 2. Hver ver the Applicatins tab

19 P a g e Navigate t Marketplace 4. Click the number under the Fulfillments Pending Clumn

20 P a g e Search by date range 6. Change Pending t Order Date

21 P a g e Click Search 8. Lk fr the Buyer Name

22 P a g e Click View 10. Select Quantity t Return

23 P a g e Enter the Refund Amunt Nte: If refunding a whle dllar amunt, it is nt necessary t input decimals (Ex. Input $240 instead f $240.00). The refund amunt cannt exceed the ttal amunt paid by the custmer. Partial refunds can be given. All refunds will be applied t the riginal methd f payment. 12. Click Prcess Refund

24 P a g e Click Ok when asked if yu want t cntinue Nte: The system will autmatically send an t the custmer ntifying them f the refund. Refunds will take apprximately 3-5 business days t shw up in the custmer s accunt. Any purchase made thrugh Marketplace must be refunded using the steps utlined abve.

25 P a g e 25 Printing a Duplicate Receipt 1. Navigate t Fulfillments Page (See Steps 1-4 f Fulfilling an Order ) 2. Enter desired date range

26 P a g e Change Pending t Order Date 4. Click Search

27 P a g e Click View next t the desired rder 6. Click Print Page

28 7. Click Print P a g e 28

29 P a g e 29 Sending Autmatic s 1. Lg in t U.Cmmerce Central 2. Hver ver the Applicatins tab

30 P a g e Navigate t Marketplace 4. Click Edit my Prfile

31 P a g e Check the bx next t yur stre name 6. Click Update Ntificatins Nte: Autmatic rder ntificatin s will be sent t the address prvided while the bx is checked. T stp receiving rder ntificatin s, uncheck the bx and click Update Ntificatins.

32 P a g e 32 Running a PepleSft Query 1. Navigate t PepleSft 2. Click Query Nte: If yu d nt see Query in yu navigatin pane, please cntact yur cllege Business Officer fr query access.

33 P a g e Search By Query Name 4. Type Marketplace withut qutatin marks in the search bx

34 P a g e Click Search 6. Click Run t Excel

35 P a g e Enter the desired date range 8. Enter yur department number 9. Click View Results 10. Open the excel dcument

36 P a g e 36 Pulling a Ttals Reprt 1. Lg in t U.Cmmerce Central 2. Hver ver the Applicatins tab

37 P a g e Navigate t Marketplace 4. Click Marketplace Reprts n the left side f yur screen

38 P a g e Click Stres 6. Select yur stre

39 P a g e Click Ttals 8. Change the date range t the desired state and click View

40 9. Click Exprt t CSV P a g e 40

41 P a g e 41 Recnciling Yur Accunt 1. Pull a Ttals Reprt (See Pulling a Ttals Reprt) 2. Exprt t CSV 3. Save as Rev by Acct Cde (Frm Date Range) t (T Date Range) a. Fr Example, If we pulled date frm 6/2/14 t 6/6/14, ur file name wuld be: Rev by Acct Cde t Run a PepleSft Query (See Running a PepleSft Query ) 5. Open the Excel dcument 6. Ttal all f the transactins 7. Save as PepleSft Query (Frm Date Range) t (T Date Range) a. Fr Example, if we pulled data frm 6/2/14 t 6/6/14, ur file name wuld be PepleSft Query t Nte: Marketplace revenues shuld be recnciled n a mnthly basis. It may be necessary t recncile mre frequently (weekly r daily) dependent n sales vlume.

42 P a g e 42 Pulling a Prduct Reprt 1. Lg in t U.Cmmerce Central 2. Hver ver the Applicatins tab

43 P a g e Navigate t Marketplace 4. Click Marketplace Reprts n the left side f yur screen

44 P a g e Click Stres 6. Select yur stre

45 P a g e Click By Prduct 8. Change the date range t the desired state

46 P a g e Click View 10. Click n a listed prduct fr mre detailed infrmatin a. This ptin will shw all f the infrmatin the custmer entered

47 11. Click Exprt t CSV P a g e 47

48 P a g e 48 What If I Frgt My Passwrd? 1. Click Frgt My Passwrd 2. Enter required infrmatin 3. Check yur fr further instructins Nte: The system will lck yu ut after entering an incrrect passwrd three r mre times. Cntact yur Marketplace administratr at Marketplace@lists.clemsn.edu if this ccurs.

49 P a g e 49 FAQs fr Marketplace Payments 1. Are cash and persnal checks accepted as payment methds? Marketplace is an nline system and therefre cannt accept cash as a payment methd. Our custmers cannt mail in physical checks; hwever, we gladly accept payment thrugh persnal e-checks that require the custmer s ruting and accunt number. 2. Is this website secure? CU Marketplace is a TuchNet hsted slutin that is secure and meets Payment Card Industry Data Security Standards. Yu can feel cnfident knwing that the site is cmpletely PCI Cmpliant. 3. What credit cards des the system accept? CU Marketplace prudly accepts all majr credit cards. These include: Visa MasterCard Discver American Express And all f their subsidiaries Als, Marketplace accepts debit cards with a MasterCard r Visa lg. 4. Are any f the credit card numbers saved? A custmer can chse t save their payment methd after registering fr an nline prfile. Hwever, nly the last fur digits can be seen. Departments d nt have access t any prtin f the credit card number. 5. What if n payment is required? Our system has the ability t prcess $0 payments. This ccurs when there is n fee fr an event registratin r when a prmtinal cde brings the ttal amunt t $0. N billing infrmatin will be cllected fr a $0 purchase.

50 P a g e 50 Accunting 1. Wh handles all f the accunting duties? Marketplace autmates the prcess f accunting fr revenues cllected. Revenues are depsited int the chart field string f yur chice nightly. This eliminates the administrative burden placed n individual departments. Recnciliatin f Marketplace and PepleSft reprts is the respnsibility f the department cllecting the funds. 2. D I have access t the accunting infrmatin? Departments are able t access multiple Marketplace reprts and PepleSft queries. Marketplace reprts shw all purchases in real-time, while PepleSft updates vernight and shws the dllar amunt fr purchases frm the previus day. Custmer Infrmatin 1. Can I cllect additinal custmer infrmatin? Yes. The department has the ability t gather as much infrmatin frm the custmer as they wuld like. Infrmatin requested can be required r ptinal. Our infrmatin gathering methds include textbx entries, drp-dwn selectins, and multiple select checkbxes. Prices increases r decreases can be cnfigured based n ptins selected. 2. What is dynamic pricing? Dynamic pricing allws the price ptins t fluctuate when different cmbinatins f prducts are selected r when dates change. Fr example, an increase in price may ccur if a custmer wuld like t attend a banquet the night befre a cnference r if different prices are available fr students versus emplyees.

51 P a g e 51 Checkut 1. Can a custmer access their rder histry? Only the individual wh created the accunt has the ability t access purchase histry. Cash and Treasury Services can nly view rders and delete inactive accunts. 2. Can prmtinal cdes be used? Marketplace is able t use (2) different types f prmtinal cdes, unlimited use and single use. It is the respnsibility f the department t determine which type best fits their needs and distribute the cdes t their custmers. 3. Can additinal items be ffered at checkut? Yes. The department has the ability t ffer additinal items at checkut. Fr example, a department can ffer a custmer the ability t purchase a T-shirt fr a cnference after registratin. 4. Will I have t calculate tax and shipping csts? Sales tax is calculated by the system and, if applicable, is included in the final price f the prduct. Shipping csts must be determined by the department when their stre r prduct is being created. The system will calculate shipping csts after they have been initially set. The custmer will receive a breakdwn f all csts n their checkut page. 5. Can a custmer print ut a receipt? Yes. The custmer will have the ability t print a receipt after checkut is cmplete. 6. Is the refund plicy visible nline? Each department sets their refund plicy individually. By submitting an rder, the custmer is agreeing t that refund plicy.

52 P a g e 52 Custmer Cmmunicatins 1. Will the custmer autmatically receive an rder cnfirmatin? After cmpleting the buying prcess, the custmer will be redirected t a cnfirmatin page. The custmer will als receive an with their cnfirmatin and receipt. Order cnfirmatins can als be delivered via a text message if the custmer chses that ptin during checkut. 2. Can additinal infrmatin be sent t the custmer? Every department has the ptin t request a custmer s phne number r address during the infrmatin gathering stage. This prvides the ability fr the department t send additinal infrmatin t the custmer, if they wuld like. Shipping 1. Wh is respnsible fr setting the shipping rates fr a prduct? Individual departments set their wn shipping rates during the prduct creatin phase. A base rate must be prvided and then an additinal rate per additinal prduct purchased can be set. 2. Am I able t prvide a tracking number with each shipment? Yes. The department may prvide a tracking number that will be ed t the custmer when the rder is fulfilled. 3. Can items be shipped internatinally? Yes. This is up t the discretin f the department and the plicies set frth by the University. Shipping can be limited t specific cuntries.

53 P a g e 53 Reprts 1. Hw d I access reprts? Marketplace reprts are real-time and can be accessed thrugh U.Cmmerce Central. This will require lgin infrmatin, which is prvided by the Cash and Treasury Services Department after the creatin f yur Marketplace stre. 2. What d the reprts shw? There are (2) reprts available. The Ttals reprt shws verall revenue, and the By Prduct reprt gives all custmer infrmatin, excluding credit card numbers. 3. Can I receive an every time an rder is placed? Yes. Marketplace ffers this ptin upn cmpletin f stre setup. See Sending Autmatic s fr instructins. Csts 1. Is there a set-up fee t acquire a Marketplace stre? N. Stre set-up is cmpletely free. 2. Are there credit card prcessing fees? Yes. A credit card prcessing fee is the nly charge assciated with Marketplace. These fees fluctuate based n the interchange rate. Base rates are given belw. Visa-1.43% f revenue MasterCard- 1.53% f revenue Discver- 1.85% f revenue American Express- 2.15% f revenue Fr mre infrmatin cntact Cathy Freeman at cdrfne@clemsn.edu. 3. D I have t perfrm any actins in regards t managing these fees? N. They are charged t the chart field string that has been prvided t the Cash and Treasury Services Department.

54 P a g e 54 Layut 1. Is the department able t custmize their stre? Image, text, and general layut custmizatin is available. Miscellaneus 1. Can prducts cme n and ffline? Prducts can be taken n and ffline in real-time. The department needs t let the Cash and Treasury Services Department knw when they wuld like this t ccur. 2. D stres have t cme ffline fr changes t be made? N. Changes t any aspect f the stre can be made while the stre is still active. 3. Can mbile payments be made? Yes. The custmer wuld have the ability t make payments after being redirected t a mbile ptimized site. 4. Can QR cdes be created? Yes. QR cdes are able t be created fr each prduct. 5. D I have the ability t give refunds? Yes. Departments are able t prcess their wn refunds. The refund is prcessed t the same payment methd as the riginal purchase. The chart field string assciated with the riginal purchase will als be debited. 6. Can the price f a prduct be changed? Yes. This has t be changed manually during nrmal business hurs. 7. Hw lng des it take fr a stre t be created? Once all necessary frms have been received, it takes 2-3 weeks fr a stre t be created. 8. Hw lng des it take fr a new prduct t be added t a stre? The average prduct takes 1-5 business days t be added t a stre.

55 P a g e 55 System Administratin 1. What if I frget my passwrd? Cmplete the steps in the What if I Frgt My Passwrd sectin. 2. What if I need t add a new emplyee t an accunt? Cntact Marketplace@lists.clemsn.edu 3. What if an emplyee leaves? Cntact Marketplace@lists.clemsn.edu

56 P a g e 56 Pre-Custmer Checklist Visit ur infrmatinal Marketplace website at Cmplete CU Marketplace Applicatin Cmplete Marketplace E-Cmmerce User Agreement Cmplete Credit Card Merchant Registratin Frm Once apprved, send additinal infrmatin t Cash and Treasury, Prduct Images Descriptins Text Shipping Infrmatin Cash and Treasury will create a test site fr yu Test the site and request changes as needed Apprve yur stre fr prductin Cash and Treasury will build yur site in prductin, prvide training, and send yu the necessary URLs and lgin infrmatin This entire prcess will last anywhere frm 10 days t 25 days Fr any questins, cnsult the FAQs n the Marketplace Website Fr further assistance, cntact Marketplace@lists.clemsn.edu

57 P a g e 57 Existing Custmers Checklist Review Reprts Ensure that yu review all f the reprts t which yu have access. Recncile Mnthly Cash and Treasury recmmends that each department recncile their reprts at least mnthly. Depending n the vlume f sales transactins, it may be necessary t recncile weekly r even daily. Open Budgets Please cntact yur cllege Business Officer t ensure that all budgets are pen fr the new fiscal year. Marketplace jurnals will nt pst fr unpened budgets. This will cause a delay in yur department receiving revenues. Fulfill Orders Orders must be marked as fulfilled thrugh TuchNet befre they are deemed t be cmplete. This nly applies t departments using manual fulfillments. Cntact Cash and Treasury with Updates If changes need t be made t yur stre, cntact Marketplace@lists.clemsn.edu. Updates will be made during nrmal business hurs. Check FAQs fr Answers Cash and Treasury Services has develped a specific list f frequently asked questins in rder t prvide ur custmers with the best service pssible. Please utilize this list befre cntacting the department regarding questins. Prvide Feedback Feedback regarding CU Marketplace is always encuraged. Please d nt hesitate t tell us when yu have a psitive r negative experience with the system. Cntact Marketplace@lists.clemsn.edu t leave feedback.