Direct Credit Card Processing Options

Regardless of the processor you pick, the money always goes directly to your bank account. You enter or swipe the card information into Theatre Manager and it sends all the correct information to the appropriate service provider.

Theatre Manager transmits data directly to your processor over a secure HTTPS connection authenticated by a user ID and password unique to your merchant account and supplied only to you by the bank. Refer to each processor to see their additional capabilities. PCI DSS 4.1

These online processors are able to manage multiple authorizations at once, making for a faster and smoother buying experience both for direct Theatre Manager users and for patrons buying online.

The following diagram illustrates the authorization flow.

Service Providers for Direct/Online Processing

Supported processing options are:

Theatre Manager Help Link Processor Marketing Website Account Setup
Contact Information
Bambora™ Bambora™ click for contact info
Paymentech Orbital™ Paymentech Orbital™. click for contact into
Elavon™ VirtualMerchant Elavon™ Virtual Merchant main processor. click for contact info
Moneris™ Moneris eSelect Plus™ direct processing or hosted payments click for contact info
Authorize.net™ Authorize.net™
Elavon™ (private brand) derivative of Elavon™ and specific to city of Miami City of Miami only

Bambora Installation

Arts Management Systems provides the Bambora module (formerly Beanstream) to support credit card authorization. The installation is done for you on site by Arts Management training staff on any Theatre Manager Workstation.

Bambora implements user id and password authentication over https connections to provide compliance with PCI DSS 4.1

A unique feature of Bambora allows refunding against an original credit cards purchase, even if the credit card has been shredded. This is useful for venues that do not wish to store credit cards and may need to refund to cancelled events periodically long after the original payment.

Please contact Arts Management to discuss the process of getting a Merchant Account from Bambora.

After Bambora has provided you with a merchant account, installation is quite straightforward. Once set up, funds gets authorized as 'Card Not Present' and then deposited right to your own bank upon settlement from Theatre Manager. This account information you are provided is all you need in the merchant setup windows (in the pages that follow) to begin secure credit card authorization.

Bambora needs an account setup for authorization and one for online viewing of the account data. You can set up multiple accounts for online access the data so some people can view data and others have more access to transactions and history.

  1. Bambora - uses the Merchant Portal via a web browser to "view the transactions" that have occurred. This account setup might need to be used during the EOD deposit process to verify transactions as required.
  2. Merchant User ID and Password - uses Bambora to allow authorizations to occur and be settled but not be viewed. This information is what needs to be entered into Theatre Manager's Merchant account to allow authorizations to occur.

The user ids and passwords for both of the above are different and should not be interchanged or confused with each other. Follow the appropriate setup steps for each.

After following the setup for both accounts, make sure to:

  • test the gateway
  • Disable requirements for CVV2 and AVS in the online interface and allow those be managed from Theatre Manager merchant setup and set each employee to require CVV2.

Bambora Setup - Contact Information

Please contact our Bambora representative below. Bruce has set up many Theatre Manager merchant accounts over the years - so make sure to tell him it is for TM.

Serving USA and Canada:

Bruce Averill
A First Data Company
705.772.2132
bruce@K2KPOS.com
www.K2KPOS.com

 

Ask for an Bambora account to be set up for TM

Once your Merchant Account information is provided to you, the following steps will need to happen:

  1. Settle any existing credit card batch (run an End of Day)
  2. Create a new merchant account in Theatre Manager
  3. Follow the steps to change your merchant provider

Then you can start using Bambora.

If you have any questions directly related to your Bambora merchant account setup, please contact Bruce directly. Contact Arts Management if you have questions about how to setup Theatre Manager to reference and authorize credit cards using your Bambora account.

Bambora Gateway Account

The User ID and Password setup is arranged by Arts Management from Bambora and is entered into the Setup --> System Tables --> Merchant Accounts window as below:

Software Type

The following values are set on the software type tab per the diagram below:

  • Set the server software to be Beanstream
  • The merchant provider will automatically be set for you
  • The merchant number is for use on ticket faces and for contacting Bambora support.

Connection Info

The following entries are set on the Connection Info tab per the diagram below:

  • User/Server id - provided through Bambora. The user id remains constant for the life of the account.
  • Password - the password is auto generated for you. You can change it via the online interface to generate a new 'secret' key. If you do that, you can expire your old password right away or allow both old and new to co-exist for up to 24 hours.
  • Primary URL - is always www.beanstream.com/scripts/process_transaction.asp
  • Port - is always 443

Employee and Card Setup

On the Merchant Setup window (see account setup), the final bit of setup is to determine which employees and which payment methods are associated with this merchant account.
  • To assign employees to this merchant account, click on the 'Employee' tab and find the employees to assign. In a multi merchant setup situation, drag only those employees that will use this merchant account as the default.

    While some employees may have permission to use multiple merchant accounts, viewing their name here is the default merchant account assigned to them for charging cards. If the employee wants to use another merchant account, they will need to select it on the payment window.

  • Click on the 'card' tab to select which credit card payment methods are associated with this merchant account.

    If you need to have multiple merchant accounts and both are to take Visa (for example), you will need two Visa payment methods and assign one of them to each merchant account.

if you are switching from one merchant services provider software to another, you can open both merchant accounts and drag the employees from one window to the other. You can do the same for the credit card payment methods - to make the switch easy and fast.

Any future dated 'post dated payments' associated with the card you drag to another merchant provider will automatically be re-assigned to authorize on the new merchant provider card network.

Testing Bambora

After setting up the Bambora Gateway in the Merchant Account setup, you will need to test that it works. The best way to do this is:
  • Search for yourself in the database or create a new patron that is yourself
  • Create a new order and buy a ticket
  • On the payment window, select the credit card you want to use and do a test authorization
  • If you get an authorization with a message indicating AVS match and/or CVV2 match, then the setup is correct
  • Log in to your Bambora online account and view the batch to see that your transaction is there
  • In Theatre Manager, void the credit card payment. It will appear in Bambora that the charge is still there with as a PA (pre-auth). That means it will be ignored
  • Try another authorization and then do an End Of Day (i.e. SETTLEMENT) and make sure the amount makes it to the bank in the next day or so

Trouble Shooting Bambora Issues

  1. If you get a response that looks like it is HTML or XML and indicates that it was not authorized, then your user id/password is probably wrong (please verify), or something is incorrectly set up in Bambora and you will have to contact their merchant support group.
  2. If you get a message during end of day that will not allow cards to settle, make sure your provider has set you up to allow BACKEND transactions. These are used to convert 'authorize-only' transactions that are done during to the day to 'PAC' (fully processed) transactions during the end of day process

Bambora Web Terminal

After logging on to the online Bambora web portal, the transactions can be found under reporting/analysis->transaction report. There are two main screens of interest:

Transaction List

The Bambora transaction list lets you view the transactions that have occurred. Normally, you would only want to see those since the last end of day, but you can decide which data you want to view. To alter the search, the top part of the list contains date search range, the ability to limit the number of transactions per page and more. You may also view more detail about a transaction by clicking the credit card icon that is on the same line as the transaction.

The important thing to note is the types of transactions and how Theatre Manager creates them. Specifically:

  • All payments sent for authorization will have a transaction type of 'PA'. This means Pre-Authorization. It is only a hold on the customers credit card. The the end of day is not done, this money will fall off the transaction list and you will not get your money.
  • When you do End of Day, Theatre Manager takes all payments that it authorized that day and turns them into 'PAC' - effectively completing them. Transactions that are 'completed' are swept to your bank at 11:59:59 pm. This means a few things
    • If you do not do end of day on any specific day, nothing will go to the bank until you compete an end of day.
    • If you two multiple end of days in the same day, Theatre Manager sees them as more than one posting. Bambora aggregates all the PAC's into one amount on your bank statement.
    • You will see AT LEAST TWO transactions for each customer. You will see a PA transaction and then you will see a corresponding PAC transaction that completes the PA. A successful authorization is a PA with a blue checkmark followed by a transaction some time later that is a PAC with a blue checkmark.
  • You may see some 'R' transactions -- or refunds. Those are always swept to your bank each night, even if you do not do an end of day. Sorry, but that's the way Bambora works. We suggest making absolutely sure that you do an end of day in each day that refund occurs. For that reason, you may wish to limit who can do refunds.

Transaction Detail

The Bambora transaction detail contains a lot of information about the payment, most of which is self explanatory. It is accessed by clicking on the 'credit card' icon on the list window.

Theatre Manager currently uses 3 of the reference fields at the bottom of the screen to provide:

  • ref1 - contains the Theatre Manager patron number on the account that the ticket was sold under
  • ref2 - contains the Theatre Manager order number
  • ref3 - contains the name of the user who processed the credit card

At the bottom of the detail window is a table that shows the related transactions.

Related Transactions

At the bottom of the transaction detail, there is a table that shows all the related transactions in Bambora. This is probably most pertinent to the original 'PA' transaction. If it has been converted to a 'PAC' transaction, you will see multiple lines as part of the Transaction Detail window that shows all the other transactions that affected this transaction.

Ultimately, all that matters is that you see a blue checkmark beside the PAC transaction, which means it was swept to the bank. In the example below, we see one.

Implication from Interrupted End of Day

However, we also see a number of other transactions with a red X that are related to the PA. If you see those, it may be because an error caused the EOD process to stop (without finishing in Theatre Manager) and so you re-ran it. Bambora only allows one PAC for each PA. A second PAC gives an 'error' but does not affect the outcome.

Paymentech Orbital Installation

Arts Management Systems provides the Chase Paymentech Orbital™ adaptor module to support credit card authorization. The installation is done for you on site by Arts Management training staff on any Theatre Manager Workstation.

Paymentech Orbital implements either user ID and password authentication; or access from specified IP addresses over HTTPS connections to provide compliance with PCI DSS 4.1

Installation is quite straightforward. You would contact Paymentech using information provided by Arts Management, and they create a Merchant Account for you. Money gets authorized by Paymentech as 'Card Not Present' and then deposited right to your own bank upon settlement from Theatre Manager. This account information that you are provided is all you need to set up in the merchant setup window below to provide secure credit card authorization.

Paymentech Orbital will need to provide the following 2 account setups (both are required):

  1. Orbital Virtual Terminal - uses the Orbital Gateway via a web browser to "view the transactions" that have occurred. This account setup is used during the Een Of Day deposit process to review your transactions prior to the settlement process.
  2. Certified Connection for User ID and Password - uses the Orbital Gateway to allow authorizations to occur but not be viewed. This information is what needs to be entered into Theatre Manager's merchant account to allow authorizations to occur.

The user IDs and passwords for both of the above are completely different and should not be interchanged or confused with each other. Follow the appropriate setup steps for each.

After following the setup for both accounts, make sure to test the gateway.

Paymentech Orbital - Contact Information

  1. In the US, contact:

    Shannon Maher, Sr.
    Sales Manager
    National Merchant Alliance, LLC
    7415 West 130th Street, Suite #270
    Overland Park, KS 66213
    913-906-9595 (direct)
    smaher@nmainfo.com
    www.nmainfo.com

    Merchant Support
    Philip Beedle
    913-906-9595 x110

  2. In Canada, contact:


    Heather Agnew
    Chase Paymentech Solutions
    One Corporate Plaza
    2075 Kennedy Rd., Suite 200
    Toronto, Ontario M1T 3V3
    (403) 647-2596
    www.chasepaymentech.ca
    heather.agnew@chasepaymentech.com

  3. Ask for a Paymentech Orbital account to be set up

Please note you may encounter with Paymentech:

  • a need to sign a 3-year contract for this account. Depending on your transaction volumes, you may able to request a 1-year trial if your organization meets the requirements
  • if you will be a new client to Paymentech, it will take up to two weeks to establish and setup your merchant account
  • Paymentech may request that all transactions flowing through your organization (Box office point of sale business as well as the ecommerce sales) flow through this new account.

Please note you may encounter with your existing merchant privider:

  • may require 30 days written notice of cancellation

Once your Orbital account is set up, the following steps will need to happen:

  1. Settle any existing credit card batch (run an End of Day)
  2. Create a new merchant account in Theatre Manager
  3. Follow the steps to change your merchant provider

Then you can start using Paymentech Orbital.

If you have any questions directly related to your Orbital merchant account setup, please contact Orbital Technical Support at 1-866-645-1314. Contact Arts Management if you have questions about how to setup Theatre Manager to reference and authorize credit cards using your Orbital merchant account.

National Merchant Alliance: New Merchant Accounts for Orbital Users

On Aug 30, 2016, a venue informed Arts Management about a notification they received from their merchant provider National Merchant Alliance (NMA) and there may be a change to their merchant account information effective Sept 1, 2016 - if you are using Paymentech Orbital. The reason, as we understand it, is that Chase Paymentech sold their processing portfolio to Fifth Third Bank.

While this is very short notice to both our venues and AMS, it appears that the change simply means that a new merchant account is being issued.

 

Are you affected by this change?

It appears that three conditions will exist in order for you to be affected. You:

 

What do I do if I am affected?

The merchant account number changes are being driven by the National Merchant Alliance. If you are affected and require new merchant accounts, please contact NMA directly. For security and privacy reasons, AMS is not able to act on your behalf to ask for updated merchant accounts and passwords.

Once you receive the revised merchant info and access codes from NMA, the AMS support team is ready to assist you.

 

What are the steps I need to take?

Before Contacting AMS:

  1. Verify that you are using NMA as a merchant provider and Paymentech Orbital for payment processing
  2. Look for your notification from National Merchant Alliance. It may contain information and instructions about the change over.

    You will likely have to contact NMA and get:

    • New Merchant Account # and processing password
    • New PNS number
    • New website for remote management
    • Other miscellaneous information

After you have your new merchant info:

The AMS support team will gladly help you through the following steps once you have your new merchant info.

  1. Temporarily DISABLE WEB SALES by unchecking 'Enable web sales' and saving the record.
  2. Complete your end of day DEPOSITS to ensure money goes to your bank using the old merchant account.
  3. Turn ON Emergency Processing in your merchant setup in Theatre Manager
  4. REENABLE WEB SALES by checking 'Enable web sales' and saving the record.
  5. Update your Orbital Merchant information in Theatre Manager with the revised merchant information. It will probably include
    • On the SOFTWARE TYPE tab, edit the PNS number.
    • On the CONNECTION INFO tab, edit the password.
  6. Turn OFF Emergency Processing in your merchant setup in Theatre Manager
  7. Test out your new orbital merchant info. This will generally mean:
    • Authorizing a credit card by adding a payment for $.10 to an order for your self or processing a real order
    • Doing a deposit using your new online information
  8. If you can authorize and settle, try a web sale. If that works, you are likely done.

 

What if my new merchant information does not work?

Remember we are here to help.

  • Immediately turn ON Emergency Processing in your merchant setup in Theatre Manager
  • Contact NMA again and verify the new merchant information that you were given
  • Contact AMS and we'll start at step 5 with you (above) and try entering your merchant info again


Click here for additional help on changing Merchant Providers.

Orbital Gateway Account

The Orbital Gateway Certified Connection for User ID and Password setup is obtained from Paymentech Orbital and is entered into the Setup --> System Tables --> Merchant Accounts window as below:

Software Type

The following values are set on the software type tab per the diagram below:

  • Set the server software to be Paymentech Orbital
  • The merchant provider will automatically be set for you
  • The PNS number is provided by Paymentech and will need to go into the PNS/Merchant number field - enter in the PNS# (not the merchant number) for your Orbital account. It is typically 12 digits long and generally starts with 720000

Connection Info

The following entries are set on the Connection Info tab per the diagram below:

  • User/Server ID - provided by Paymentech and is the user ID for the Certified Connection gateway, not to the Orbital Virtual Terminal (they are not the same thing - the Orbital Virtual Terminal is the online interface).
  • Password - provided by Paymentech and is the password for the Certified Connection gateway. It is also not the password for the Orbital Virtual Terminal.
  • Primary URL - is always orbital1.paymentech.net/Authorize
  • Secondary URL - is always orbital2.paymentech.net/Authorize
  • Port - is always 443
  • Terminal ID - provided by Paymentech and is usually 001
  • BIN number - provided by Paymentech and is always 000002 for North American credit card processing

Employee and Card Setup

On the Merchant Setup window (see Account Setup), the final bit of setup is to determine which employees and which payment methods are associated with this merchant account.
  • To assign employees to this merchant account, click on the Employee tab and find the employees to assign. In a multi-merchant setup situation, drag those employees that should use this merchant account by default from the same employee tab in another merchant record. While some employees may have permission to use multiple merchant accounts, viewing their name here shows the default merchant account assigned to them for charging cards. If the employee is able to use another merchant account, they will need to select it on the payment window.
  • Click on the Card tab to select which credit card payment methods are associated with this merchant account.

    If you need to have multiple merchant accounts and both are to take Visa (for example), you will need two Visa payment methods and assign one of them to each merchant account.

If you are switching from one merchant services provider software to another, you can open both merchant accounts and drag the employees from one window to the other. You can do the same for the credit card payment methods - to make the switch easy and fast.

Any future dated 'post dated payments' associated with the card you drag to another merchant provider will automatically be reassigned to authorize on the new merchant provider card network.

Orbital Virtual Terminal

The Orbital Virtual Terminal requires:

  • User ID - provided by Paymentech and is the user ID for the Orbital Virtual Terminal gateway.
  • Password - provided by Paymentech and is the password for the Orbital Virtual Terminal gateway
  • Orbital Virtual Terminal Gateway - is always accessed via a web browser through https://secure.paymentech.com/manager. This is used to verify current and past batches, look at transactions, generate reports and manage your Orbital Gateway account.

All users of the Orbital Virtual Terminal in conjunction with Theatre Manager are encouraged to download the Virtual Terminal Users Manual directly from Chase Paymentech. There is also a Virtual Terminal Quick Reference Guide available from the same site.

Orbital Virtual Terminal - Account Setting for Manual Settlement

Once you have activated your new Virtual Terminal account by logging in, there is one very important setting that you need to adjust. This particular setting will adjust the behaviour of your account settlement process and is vital for accurate reconciliation. You will need the following.
  • User ID - provided by Paymentech and is the user ID for the Orbital Virtual Terminal gateway.
  • Password - you created after your initial access/activation for the Orbital Virtual Terminal gateway
  • Orbital Virtual Terminal Gateway - is always accessed via a web browser through https://secure.paymentech.com/manager.

    This is used to verify current and past batches, look at transactions, generate reports and manage your Orbital Gateway account.

  1. Log into your Virtual Terminal Account and from the Tab selection at the top click on Admin, then General Admin from the drop-down menu as shown in the following image.

  2. The following setting window will appear.

    Note the Auto Settle Section of the settings.

  3. Make sure the Auto Settle Time is set to NONE.

  4. Save your changes by clicking the save button at the bottom of the settings window

Testing Orbital Gateway

After setting up the Orbital Gateway in the Merchant Account setup, you will need to test that it works. The best way to do this is:
  • Find yourself in the database or create a new patron that is yourself
  • Create a new order and attempt to buy a ticket
  • On the payment window, select the credit card you want to use and do a test authorization
  • If you get an authorization with a message indicating AVS match and/or CVV2 match, then the setup is correct
  • Log in to your Orbital Virtual terminal account and view the batch to see that your transaction is there
  • In Theatre Manager, void the credit card payment and then confirm in the orbital Virtual Terminal that the charge is marked as void

Trouble Shooting

If you get a response that looks like it is HTML or XML and indicates that it was not authorized, then your user ID/password is probably wrong (please verify), or Paymentech set up the account to require a specific IP. Contact your Paymentech representative and tell them of the issue so that they can correct it. They may put you in touch with the Gateway people. You can inform the Paymentech Gateway support staff that you need to be able to authorize via user ID and password (per their standard setup instructions for Theatre Manager).

Availability of Settled Batches

Chase Paymentech send out a buletin in May, 2015:

Beginning June 29, 2015, we’re changing the Orbital Batch Data Retention Policy for our Orbital Batch subscribers. This change is intended to increase data security as well as reduce the operational burden of maintaining authorization response files on our redundant servers.

QUICK SUMMARY:

  1. Effective June 29, Orbital Batch response files will be available for download for seven days
  2. This change increases security and reduces operational burdens
  3. After seven days, files can only be retrieved by the Partner Relationship Management team
Effective June 29, Orbital Batch response files will be available for download for seven days. After that time, we will purge batch response files. Customers wishing to download this data after seven days must contact our Partner Relationship Management team to request the data be retrieved from the host and made available for download.

For More Information: Contact the Partner Relationship Management Team at 888.818.5128, option 4 or via e-mail at IntegratorSupport@ChasePaymentech.com.

Elavon Installation

Arts Management Systems provides the Elavon Virtual Merchant™ adaptor module to support credit card authorization. The installation is done for you on site by Arts Management training staff on any Theatre Manager Workstation.

Elavon implements either user ID and password authentication; or access from specified IP addresses over HTTPS connections to provide compliance with PCI DSS 4.1

Installation is quite straightforward. You would contact Elavon using information provided by Arts Management, and they create a Merchant Account for you. Money gets authorized by Elavon as 'Card Not Present' or as 'Swiped Card' and then deposited right to your own bank upon settlement from Theatre Manager. This account information that you are provided is all you need to set up in the merchant setup window below to provide secure credit card authorization.

Elavon will need to provide the following 2 account setups (both are required):

  1. Elavon Virtual Terminal - uses the Elavon VirtualMerchant Gateway via a web browser to "view the transactions" that have occurred. This account setup is used during the EOD deposit process to review your transactions prior to the settlement process.
  2. Certified Connection for User ID and Password - uses the Elavon Gateway to allow authorizations to occur but not be viewed. This information is what needs to be entered into Theatre Manager's Merchant account to allow authorizations to occur.

The user IDs and passwords for both of the above are completely different and should not be interchanged or confused with each other. Follow the appropriate setup steps for each.

After following the setup for both accounts, make sure to test the gateway.

Elavon - Contact Information

Contact (for USA and Canada):

Nicolas Beique
Helcim Inc. - Founder
Direct: 1 (877) 643-5246 . ext 1157
Local: 1 (403) 802-2690
Fax: 1 (866) 469-3077
Email: nbeique@helcim.com
Web: http://www.helcim.com/
Calgary Office: Suite 403 - 1300 8th Street SW, Calgary, AB T2R 1B2 .
Seattle Office: Suite 4200 - 701 5th Avenue, Seattle, WA 98104

 

Ask for an Elavon Virtual Terminal account to be set up

Once your Merchant Account information is provided to you, the following steps will need to happen:

  1. Settle any existing credit card batch (run an End of Day)
  2. Create a new merchant account in Theatre Manager
  3. Follow the steps to change your merchant provider

Then you can start using Elavon Virtual Merchant.

If you have any questions directly related to your Elavon merchant account setup, please contact them directly. Contact Arts Management if you have questions about how to setup Theatre Manager to reference and authorize credit cards using your Elavon merchant account.

Elavon Gateway Account

The Elavon Gateway Setup for User ID and Password setup is obtained from Elavon and is entered into the Setup --> System Tables --> Merchant Accounts window as below:

Software Type

The following values are set on the software type tab per the diagram below:

  • Set the server software to be Elavon Virtual Merchant
  • The merchant provider will automatically be set for you
  • The merchant number is provided by Elavon and will need to go into the Merchant number field. It is typically 6 digits.

    This number is referred to by Elavon Support as the Virtual Merchant Account ID, the Elavon Developer guide calls the the Virtual Terminal Merchant ID. Look for the Account ID: on the Welcome to the VirtualMerchant Application form.

Connection Info

The following entries are set on the Connection Info tab per the diagram below:

  • User id - provided by Elavon and is the user id for the gateway, not to the Elavon VirtualMerchant Account (they are not the same thing - the latter is the online interface).
  • Password - provided by Elavon and is the password for the gateway. It is not the password for the Elavon VirtualMerchant Account.
  • Primary URL - is always www.myvirtualmerchant.com/VirtualMerchant/processxml.do
  • Port - is always 443

Employee and Card Setup

On the Merchant Setup window (see Account Setup), the final bit of setup is to determine which employees and which payment methods are associated with this merchant account.
  • To assign employees to this merchant account, click on the Employee tab and find the employees to assign. In a multi-merchant setup situation, drag those employees that should use this merchant account by default from the same employee tab in another merchant record. While some employees may have permission to use multiple merchant accounts, viewing their name here means this is the default merchant account assigned to them for charging cards. If the employee is able to use another merchant account, they will need to select it on the payment window.
  • Click on the Card tab to select which credit card payment methods are associated with this merchant account.

    If you need to have multiple merchant accounts and both are to take Visa (for example), you will need two Visa payment methods and assign one of them to each merchant account.

if you are switching from one merchant services provider software to another, you can open both merchant accounts and drag the employees from one window to the other. You can do the same for the credit card payment methods - to make the switch easy and fast.

Any future dated 'post dated payments' associated with the card you drag to another merchant provider will automatically be reassigned to authorize on the new merchant provider card network.

Elavon Virtual Merchant

The Elavon VirtualMerchant requires:
  • User ID - provided by Elavon and is the user ID for the Elavon VirtualMerchant gateway.
  • Password - provided by Elavon and is the password for the Elavon VirtualMerchant gateway
  • Elavon VirtualMerchant Gateway - is always accessed via a web browser through https://www.myvirtualmerchant.com/VirtualMerchant/login.do. This is used to verify current and past batches, look at transactions, generate reports and manage your Elavon account.

All users of the Elavon VirtualMerchant in conjunction with Theatre Manager are encouraged to download the VirtualMerchant Users Manual directly from Elavon.

Elavon Virtual Merchant - Account Setting for Manual Settlement

Once you have activated your new Virtual Merchant account by logging in, there is one very important setting that you need to adjust. This particular setting will adjust the behaviour of your account settlement process and is vital for accurate reconciliation. You will need the following.
  • Account ID - provided by Elavon and is the Virtual Merchant Account ID.
  • Password - you created after your initial access/activation for the Virtual Merchant
  1. Log into your Virtual Merchant Account and from the Tab selection at the top click on Terminal >> Advanced >> System Setup from the drop-down menu as shown in the following image.

  2. The following setting window will appear.

    Note the Auto Settle Section of the settings.

  3. Make sure the Auto Settlement box is not checked.

  4. Save your changes by clicking the save button at the bottom of the settings window

Testing Elavon Gateway

After setting up the Elavon Gateway in the Merchant Account setup, you will need to test that it works. The best way to do this is:
  • Find yourself in the database or create a new patron that is yourself
  • Create a new order and attempt to by a ticket
  • On the payment window, select the credit card you want to use and do a test authorization
  • If you get an authorization with a message indicating AVS match and/or CVV2 match, then the setup is correct
  • Log in to your Elavon VirtualMerchant account and view the batch to see that your transaction is there
  • In Theatre Manager, void the credit card payment and then confirm in the orbital Virtual Terminal that the charge is marked as void
    • Trouble Shooting

      If you get a response that looks like it is HTML or XML and indicates that it was not authorized, then your user ID/password is probably wrong (please verify), or Paymentech set up the account to require a specific IP. Contact your Elavon representative and tell them of the issue so that they can correct it. They may put you in touch with the Gateway people. You can inform Elavon Gateway support staff that you need to be able to authorize via user ID and password (per their standard setup instructions for Theatre Manager).

Moneris Installation

Moneris eSelectplus Payment Gateway

Theatre Manager supports two Moneris processing options:

  • Moneris Gateway Account - where Theatre Manager sends a credit card provided to Moneris, receives the approval and is able to store the encrypted card (depends on PCI settings in company preferences). This option is used for box office credit card authorizations -and- for web sales with the benefit of supporting post dated credit card payments is using PCI schedule C.
  • Hosted Payment Page - this option can be only be used for web sales. Instead of accepting credit cards, the web interface passes control to the Moneris Hosted Payment Page, meaning that the customer is actually typing the card information directly into Moneris and Theatre Manager never sees it. This enables much less stringent PCI reporting.
    • Schedule A or B - depending if the venue uses hosted payments for e-commece
    • Schedule C - if the venue still enters card data into Theatre Manager at the box office

You may also want to have Moneris add-on CVV verification to your account at the time of account set-up. Theatre Manager uses the CVV code on a credit card for security and for your (and your patrons') security.

The merchant account number, Store ID and ECR Terminal ID will be sent to you in a document from Moneris. That document will also contain instructions for you to log in to the eSelectplus gateway to activate your account. Once you do that, you can obtain the API Token that will be required by the Theatre Manager merchant account setup.

Some sample test accounts are available, if needed.

Also, visit Misc Moneris Support for additional daily status information.

Moneris Setup - Contact Information

Contact our Moneris support representative: Nandini @ 1 (877) 825-0361 X 4117 to have your account setup.

You want to request the eSelectplusproduct/account.

Activate Moneris Account and Common Setup

To activate your eSelectplus account and obtain your API Token:
  • Log into the Moneris online Merchant resource Centre
  • Click Activate My Store
  • You'll be asked to verify the information sent to you in the document from Moneris:
    • merchant account number
    • Store ID
    • Password:
      • if this is not the first time - enter your password
      • If this is the first time, then you'll be asked to create a password. The Username will need to be something memorable that can be shared among folks in the office who will have access to the Moneris Virtual Terminal online. The temporary password is a one-use password that will be changed upon the first log-in.
  • Proceed to generate your API Token
Future log-ins will require the Username, Store ID, and permanent password that you will set up using the one-use password. Make sure that information is stored somewhere safe in your office and shared among the appropriate staff. Arts Management will not have access to that information if it is lost.

Obtain Moneris E-Select Plus API Token

A Moneris E-Select Plus is part of the Admin->Direct Post configuration option.

This is used when you want Theatre Manager to retain card information within the system (encrypted) for box office sales, or web sales or for settlement for hosted payment page.

  • Once logged into the account online, you should plainly see the API Token. Copy and paste that into a document to store/send to Arts Management along with the info sent you by Moneris so that we may assist setting up the merchant account in Theatre Manager.
  • If you do not see the API Token, in the Moneris Virtual Terminal go to Admin > Store Settings and the API Token will be displayed at the top of the page

Note:The API Token above has been removed for security. Where the black square appears, a combination of upper-case and lower-case letters and numbers will comprise your store's API Token.

Regenerate the API Token

This process should only be undertaken in consultation with both Moneris Support and Arts Management Support. The API Token must match the Theatre Manager merchant account setup in order for credit card processing to work.

Moneris Support may advise you to re-generate the API Token for your store in certain circumstances or for security reasons. It is done on the Admin->Store Settings page as shown below. You will be asked to click the Re-Generate API Token. If you are advised to do so, you will need to put that new token into the merchant account settings.

Please contact support@artsman.com if you are unsure where to make this change within the Theatre Manager merchant account.

Set eSelectplus to Manual Settlement

By default, your eSelectplus account will be set to manually settle each night between 10 and 11PM Eastern time. You MUST CHANGE this option to manually settle which simplifies your end of day processing.

To alter this setting:

  • Log into the eSelectplus Virtual Terminal
  • Go to Admin > Store Settings
  • Scroll down the page until you see the Batch Close selections
  • Change the radio button to the Manually Close option

Direct Processing vs Hosted Payment

Theatre Manager supports two Moneris processing options:
  • Moneris Gateway Account - where Theatre Manager sends a credit card provided to Moneris, receives the approval and is able to store the encrypted card (depends on PCI settings in company preferences). This option is used for box office credit card authorizations -and- for web sales with the benefit of supporting post dated credit card payments is using PCI schedule C.
  • Hosted Payment Page - this option can be used for web sales. Instead of accepting credit cards, the web interface passes control to the Moneris Hosted Payment Page, meaning that the customer is actually typing the card information directly into Moneris and Theatre Manager never sees it.

    Note that this same account needs e-select plus setup for settlement. It means box office can use the one merchant account for hosted payment online and normal credit card authorization at the box office.

Moneris Gateway Account

The User ID and Password setup is obtained from Moneris and is entered into the Setup --> System Tables --> Merchant Accounts window.

Once the Moneris account has been activated and all the information in the following list has been obtained, the Merchant Account in Theatre Manager can be set up on each of the tabs that follow:

  • Server Software - Moneris (setting selected in TM)
  • Merchant Provider - Moneris (setting selected in TM)
  • Merchant Account Number - xxxxxxxxxx (from Moneris merchant services)
  • Store ID - xxxxxx (from Moneris merchant services)
  • API Token/Password - xxxxxxxxxx (from Moneris Online Portal store settings)
  • Primary URL for LIVE authorizations: - www3.moneris.com/gateway2/servlet/MpgRequest (typed into TM)
  • ECR Terminal ID - 66xxxx (from Moneris merchant services)

Tabs with specific setup info are described in the following help pages. Other tabs like the Employees and Cards tabs are populated the same as described here.

Moneris Gateway Account Software Tab

On this tab, you will need to provide:
  • Server software - set to Moneris
  • Merchant Provider - set to Moneris
  • Merchant Number - is the Merchant Number from the document sent by Moneris

Moneris Gateway Account Connection Info

On this tab, you will need to provide:
  • Store ID - provided by Moneris on the setup information
  • API Token - obtained from the online Moneris portal
  • ECR Terminal ID - provided by Moneris on the setup information
  • Primary URL - should be populated for you and is www3.moneris.com/gateway2/servlet/MpgRequest
  • Port should be 443

Moneris Gateway Account Authorization

On the authorization tab, you will need to verify:
  • Send address/zip - verify the setting for this feature. At one time, Moneris does not provide AVS by default and it an account add-on. If a test authorization results in a no permissions for avs_info error, unchecking this box will eliminate the error since TM will no longer send AVS info.

Moneris Hosted Payment Page

A Moneris Hosted Payment Page is part of the Admin->Hosted PayPage config option.

Hosted Payment Page option is used if you want Theatre Manager to switch over to the Moneris site for online credit card payments. It is possible to be SAQ A compliant for your web sales since the web site no longer takes credit cards (Moneris does).
If you use hosted payments for web sales, you will also need an E-Select plus account for settlement. Box office sales can use this same merchant account and will automatically authorize against the e-select plus account. This means that you only need one merchant account set up even though it is processing via different pathways, one for web and one for box office.

Setup Process

The best process to configure this option is:

  • Obtain your online portal connection information from Moneris
  • Configure all the settings within the online portal
  • Use the Theatre Manager Merchant Account Setup for Moneris Hosted Payment Page
  • Test:
    • Authorizations through the TM Web services
    • Attempted Authorizations but Cancel through the TM Web services by going online to buy something (use test cards)
    • Verify the display on the web to see that it matches what ou picked in the online portal setup and shows your name and settings you wish
    • Voids from Theatre Manager
    • End of Day Settlement

Online Portal Setup

You will need to log into your Moneris online account. Once you are logged into the online account setup, select Admin->Hosted PayPage config option.

You will see a screen similar to below.

  • If you see no lines in the list, click the Generate a New Configuration to make the following for Theatre Manager:
    • ps_store_id
    • hpp_key
  • If you see your ps_store_id in the list below, you can edit or verify information by proceeding to the next pages.

Hosted Paypage Basic Configuration

You will need to log into your Moneris online account. Once you are logged into the online account setup, select Admin->Hosted PayPage config option.

Once you see your ps_store_id, click the 'Edit Button and you will see a screen similar to below.

 

Data Setup

Enter data into the window above per the instructions:

If you change anything on this page, be sure to click Save Changes under this section.

Hosted Paypage Appearance Configuration

You will need to log into your Moneris online account. Once you are logged into the online account setup, select Admin->Hosted PayPage config option.

Scroll down until you see a section that says Paypage Appearance and click Configure Appearance.

A new window will open similar to below and the settings you place here control how the hosted payment page will appear to the patron.

Appearance Configuration

At the top are 3 buttons that are helpers for you:

  • Hex Colour Chart - which shows colours that can be placed into the 'Colours and styles' area. They are samples in a numeric format with examples. If you are familiar with setting colours of items on web pages, you can use any colour you wish.
  • Layout Sample - shows a picture of the various parts of the payment page that can be displayed
  • View Preview - will show what your payment page will look like after altering the settings. Our sample is to the right based on settings below

Colours and Styles

In this section, enter the colours for various parts of the payment page window. Use this to set colours as indicated.

Hosted Paypage Data Fields

Make settings as follows:

  • Display Item Details - uncheck. Theatre Manager does not send this information to Moneris
  • Display Customer Details - uncheck. Theatre Manager does not send this information to Moneris
  • Display Shipping Address Details - uncheck. Theatre Manager does not send this information to Moneris
  • Display Billing Address Details - uncheck. Theatre Manager does not send this information to Moneris
  • Enable input of Billing, Shipping, and extra fields - uncheck. Theatre Manager does not respond to this data if enabled
  • Display Merchant Name - Check this if you wish - it will display your merchant name from elsewhere in the Moneris config

Buttons

There should only be two things to set here:

  • Cancel Button Text - enter the words that you want to show to the user should they decide that they do not want to continue with authorization. Could be word like 'Cancel', 'Cancel Transaction','I Give up', 'Go Back to Cart', etc. Make sure and try an authorization so that you like what it says and that it is consistent with the behaviour of the window
  • Cancel Button URL - must be https://tickets.yourvenue.org/TheatreManager/payment/moneris/canceled where tickets.yourvenue.org is the URL to your ticketing web site

Hosted Paypage Input Fields

The settings are:

  • Display CVD Input (Credit Card Only) - we suggest checking this to allow input of the number on the back of the card
  • Display AVS Input (Credit Card Only) - (optional) check this to allow input of address info for address verification if you wish customers to provide it. It does not go to Theatre Manager
  • Postal Code Input Only) - (optional) if you want address verification, this restricts address input to the postal code only. its probably the preferred option for AVS checking

Logos

If you wish, you can click on the credit card logos that you accept. It simply displays the logo on the payment page.

Hosted Paypage Response/Receipt Data

You will need to log into your Moneris online account. Once you are logged into the online account setup, select Admin->Hosted PayPage config option.

Scroll down until you see a section that says Response/Receipt Data and click Configure Response Fields.

Response/Receipt Field Configuration

Set the options as follows:

  • Return line item details - uncheck this, it is not used by Theatre Manager
  • Return shipping details - uncheck this, it is not used by Theatre Manager
  • Return billing details - uncheck this, it is not used by Theatre Manager
  • Return other customer fields - uncheck this, it is not used by Theatre Manager
  • Return ECI value - uncheck this, it is not used by Theatre Manager
  • Return the txn_number. - you MUST CHECK THIS as it can be used in Theatre Manager to void transactions
  • Return the VBV value - uncheck this, Verified by Visa is not used by Theatre Manager
  • Return Visa Debit card indicator - uncheck this, it is not used by Theatre Manager
  • Return AVS data - only CHECK THIS if you are wanting Moneris to check the postal code and you've allowed it as input on this screen
  • Encode carholder name - allows multi byte characters - you MUST CHECK THIS since Theate Manager understands unicode characters - allows customers to put accents in their names.
  • Automatically promptcardholder for a new card after a decline - check or uncheck this you wish

Asynchronous Transaction Response

Set the options as follows:

Hosted Paypage Security Features

You will need to log into your Moneris online account. Once you are logged into the online account setup, select Admin->Hosted PayPage config option.

Scroll down until you see a section that says Response/Receipt Data and click Configure Response Fields.

Referring URL

  • Leave all data blank

Transaction Verification

  • Leave all data blank or unchecked

Moneris Hosted Payment Email Receipts

You will need to log into your Moneris online account. Once you are logged into the online account setup, select Admin->Hosted PayPage config option.

Scroll down until you see a section that says Email Receipts and click Configure Email Receipts.

Receipt Conditions

Theatre Manager handles all confirmation of purchases to the patron. This section is not used, although, if you wish, you might want to send emails to the MERCHANT' for audit purposes.

  • Leave all data blank or unchecked.

Receipt Appearance

Theatre Manager handles the receipt to the patron.

  • Leave all data blank or unchecked

Theatre Manager Setup

The User ID and Password setup is obtained from Moneris and is entered into the Setup --> System Tables --> Merchant Accounts window.

Once the Moneris account has been activated and all the information in the following list has been obtained, the Merchant Account in Theatre Manager can be set up on each of the tabs that follow:

  • Server Software - Moneris (setting selected in TM)
  • Merchant Provider - Moneris (Hosted Pay Page) (setting selected in TM)
  • Main Store Id - xxxxxxxxxx (provided by Moneris merchant services and used to login to Moneris online portal)
  • ps_store_id - xxxxxx (generated in Moneris online portal)
  • hpp_key - xxxxxx (generated in Moneris online portal)
  • Primary URL for LIVE authorizations - www3.moneris.com/gateway2/servlet/MpgRequest
  • ECR Number - 66xxxx (provided by Moneris on the setup information)
  • api_token - obtained from the Moneris online portal

Tabs with specific setup info are described in the following help pages. Other tabs like the Employees and Cards tabs are populated the same as described here.

Moneris Hosted Payment Software Type

On this tab, you will need to provide:

  • Account Name - enter a description indicating that the purpose of this account is for Hosted Payments
  • Status - click to make it active, if not already
  • Enable Card Use by Web Listener - click to make it active, if not already. Hosted Payment Page can be used for online sales to try to be PCI Schedule A compliant
  • Server Software - Moneris (setting selected in TM)
  • Merchant Provider - Moneris (Hosted Pay Page) (setting selected in TM)
  • Main Store Id - xxxxxxxxxx (provided by Moneris merchant services and used to login to Moneris online portal)

Moneris Hosted Payment Connection Info

On this tab, you will need to provide:
  • ps_store_id - xxxxxx (generated in Moneris online portal)
  • hpp_key - xxxxxx (generated in Moneris online portal)
  • Authorization URL (Canada) - must be esplus.moneris.com/DPHPP/index.php
  • Authorization URL (USA) - must be www3.moneris.com/HPPDP/index.php
  • Port - must be 443
  • Settlement URL (Canada) - must be esqa.moneris.com/gateway2/servlet/MpgRequest
  • Settlement URL (USA) - must be esplus.moneris.com/gateway_us/servlet/MpgRequest
  • ECR Number - 66xxxx (provided by Moneris on the setup information)
  • api_token - obtained from the Moneris online portal

The Web Experience

It is very important to note that the credit card is being entered from the user's browser directly into the Moneris web site. This allows a venue to have:
The checkout process for Hosted Payment is very similar to standard checkout processing for credit cards online. This shows and explains the subtle differences.

Step 1 of the checkout process illustrates that most of the checkout window appears the same.

The singular difference is that the credit card entry data is missing. Card entry shows up un step 3.

Step 2 remains the same. The user can continue or go back.
Step 3 shows an example of the actual hosted payment page.

From step 2, the user's browser is directed to the Moneris web site where they enter:

  • postal/zip code for AVS
  • cardholder name
  • Card number
  • Expiry date
  • CVV2 #
They also have the ability to:
  • Process the Transaction - which will process the card, and if accepted, move on to Step 4
  • Cancel Transaction - which will take the patron back to the shopping cart page in Theatre Manager web sales
Step 4 remains the same.

This shows the confirmation page where the user can use the print at home feature if enabled.

Moneris Test Accounts

Moneris has made some general purpose test accounts that you can use for setting up the Moneris Gateway Account and testing to ensure the connection is valid. Do not use these for a production environment as all authorizations sent here are for test only and ignored beyond that.

These values are open for general testing from all sources - so you may see more than just your test transactions in the virtual gateway.
They only work for the Moneris Gateway Account and will not work for Hosted Payment Page testing

The following values will enable you to enter the test environment for the gateway:

  • Merchant Account Number 700000208782
  • Store ID store1
  • API Token/Password yesguy
  • Primary URL for TEST authorizations esqa.moneris.com/gateway2/servlet/MpgRequest
  • Port # 443
  • ECR Terminal ID 66002173

Troubleshooting Moneris Account Setup

 

Below are a list of some of the errors that may be encountered during processing using Moneris as a merchant provider:

 

No Permissions For AVS_Info

 

No Permissions For AVS_Info

When the merchant account is setup in Theatre Manager and a test transaction is processed the error message above may appear. This error message is the result of missing options in the setup of the Merchant Account by Moneris. To correct the issue:

  • the Moneris representative will need to be contacted.
  • A request will need to be submitted to enable AVG and CID/CVV2 processing. This process can take up to 5 business days.
  • Additional Moneris account setup charges will apply for implementing these charges.
The settings are mandatory in order to process credit cards using Theatre Manager.

 

Moneris Returned A Response Code Of NULL

 

Moneris Returned A Response Code Of NULL

By default, when a merchant account is created in Theatre Manager it's set to send the patrons Address/Postal Code (Zip Code) with the credit card for verification. If the patron record does not contain an address this information is not available to send. Moneris is expecting data in these fields and thus sends but a response code of Null indicating the fields are empty. This error can be resolved in one of two ways. Address information can be made mandatory in the database or Address Verification can be turned off.

 

Mandatory Address in Patron Records

  • Login to Theatre Manager as the Master User.
  • Click Setup >> System Preferences.
  • Select the Mandatory Data tab.
  • Check the boxes in Full Profile Patron Data for:
  • Patron Address
  • Patron Postal Code (Zip Code)
  • Click Save.

An address and postal code (zip code) will now be required for all patron records added or updated in Theatre Manager.

 

Turning Off Credit Card Address Verification

  • Click Setup >> System Tables >> Merchant Accounts.
  • Double click on the current Merchant Account to open it.
  • Select the Authorization tab.
  • Remove the check from Fraud Prevention >> Send address/zip.
  • Click Save.

The Address and Postal Code (Zip Code) will no longer be sent with the credit card number for authorization.

 

Transaction Not Allowed: ind_refund

 

Transaction Not Allowed: ind_refund -5

The Moneris account needs to be setup to process Independent Refunds in order to allow credit card refunds in Theatre Manager. Should Moneris detect suspicious activity on the account they will remove the option to process Independent Refunds to protect the account from fraud. To enable this feature once more the person who setup the Moneris account will need to contact them directly. A verbal request to enable Independent Refunds will need to be made and the following information well be required throughout the call:

  • Merchant Account Number
  • Full Business Address
  • Deposit Bank Name
  • Deposit Bank Account Number
Once the request is complete a reference number will be provided. Moneris will telephone the contact person within a week to verify the account settings have been altered. Please make sure Moneris has the correct contact telephone number on file before completing the call.

 

Authorize.net Installation

Arts Management Systems provides the Authorize.net™ module to support credit card authorization. The installation is done for you on site by Arts Management training staff on any Theatre Manager Workstation.

Authorize.net implements either user ID and password authentication over HTTPS connections to provide compliance with PCI DSS 4.1

Please contact Arts Management to discuss the process of getting a Merchant Account from Authorize.net.

After Authorize.net has provided you with a merchant account, installation is quite straightforward. Once set up, funds gets authorized as 'Card Not Present' and then deposited right to your own bank upon settlement from Theatre Manager. This account information you are provided is all you need in the merchant setup windows (in the pages that follow) to begin secure credit card authorization.

Authorize.net needs one account set up for authorization and one for online viewing of the account data. You can set up multiple accounts for online access of the data, so some people can view data and others have more access to transactions and history.

  1. Authorize.net - uses the Merchant Portal via a web browser to "view the transactions" that have occurred. This account setup might need to be used during the End Of Day deposit process to verify transactions if you have more than 1000 authorizations between each End of Day.
  2. Merchant User ID and Password - uses Authorize.net to allow authorizations to occur and be settled but not be viewed. This information is what needs to be entered into Theatre Manager's Merchant account to allow authorizations to occur.

The user IDs and passwords for both of the above are different and should not be interchanged or confused with each other. Follow the appropriate setup steps for each.

After following the setup for both accounts, make sure to:
  • test the gateway
  • Make sure to fill out the refund form to allow refund processing.

    If you don't obtain that approval from Authorize.net, you can't refund to a credit card.

Authorize.net Gateway Account

The User ID and Password setup is arranged by Arts Management from Authorize.net and is entered into the Setup --> System Tables --> Merchant Accounts window as below:

Software Type

The following values are set on the software type tab per the diagram below:

  • Set the server software to be Authorize.net
  • The merchant provider will automatically be set for you
  • The merchant number is for use on ticket faces and for contacting Authorize.net support.

Connection Info

The following entries are set on the Connection Info tab per the diagram below:

  • User/Server ID - provided through Authorize.net. The user ID remains constant for the life of the account and is generally an MD5 version of your main account UserID
  • Password - the password is auto generated for you. You can change it via the online interface to generate a new 'secret' key. If you do that, you can expire your old password right away or allow both old and new to co-exist for up to 24 hours.
  • Primary URL - is always secure.authorize.net/gateway/transact.dll and is used for authorization only
  • Secondary URL - is always api.authorize.net/xml/v1/request.api and is used during the settlement process.
  • Port - is always 443

Employee and Card Setup

On the Merchant Setup window (see Account Setup), the final bit of setup is to determine which employees and which payment methods are associated with this merchant account.
  • To assign employees to this merchant account, click on the 'Employee' tab and find the employees to assign. In a multi-merchant setup situation, drag only those employees that will use this merchant account as the default.

    While some employees may have permission to use multiple merchant accounts, viewing their name here means this is the default merchant account assigned to them for charging cards. If the employee wants to use another merchant account, they will need to select it on the payment window.

  • Click on the 'Card' tab to select which credit card payment methods are associated with this merchant account.

    If you need to have multiple merchant accounts and both are to take Visa (for example), you will need two Visa payment methods and assign one of them to each merchant account.

If you are switching from one merhcant provider to another merchant services provider software, you can open both merchant accounts and drag the employees from one window to the other. You can do the same for the credit card payment methods - to make the switch easy and fast.

Any future dated 'post dated payments' associated with the card you drag to another merchant provider will automatically be reassigned to authorize on the new merchant provider card network.

Testing Authorize.net

After setting up the Authorize.net in the Merchant Account setup, you will need to test that it works. The best way to do this is:
  • Find yourself in the database or create a new patron for yourself
  • Create a new order and attempt to buy a ticket or Gift Certificate
  • On the payment window, select the credit card you want to use and do a test authorization
  • If you get an authorization with a message indicating AVS match and/or CVV2 match, then the setup is correct
  • Log in to your Online Merchant Account and view the batch to see that your transaction is there
  • In Theatre Manager, void the credit card payment and then confirm in the Online Merchant Account that the charge is marked as void
    • Trouble Shooting


      Authorization Response looks like HTML or XML

      If you get an authorization response that looks like it is HTML or XML and indicates that it was not authorized, then your User ID/Password is probably wrong (please verify it).

      If it still doesn't work after verifying it, log in to the Online Merchant Account and

      • Click on 'Account' button at the top.
      • Click on the MD5 hash at the middle of the screen
      • Get a new MD5 hash for your account and put it into the setup screen under the password
      • Try to authorize a card again


      Error on Settlement

      If an error occurs during the initial part of settlement, you may not have the 'Transaction Details API' enabled. If this occurs, log in to the Online Merchant account and then

      • Click on 'Account' button at the top.
      • Click on the 'Transaction Details API' link
      • Enter the answer to your 'secret question'
      • Click 'Enable Transaction Details API' button if it is not already enabled

      If issues persist, contact Arts Management and let us know so that we can help get it corrected.


      Authorization Number: 000000

      When processing a test charge, if you get an Authorization Number: 000000, this means the account is still in TEST mode at Authorize.net. Log into your Authorize.net account, and change the setting from TEST mode to LIVE mode.

Specific Authorize.net Account Settings

There are some specific settings that we recommend are made in the Authorize.net online interface, or applied for and added to your account to make daily processing easier on your staff members. These are:
  • Apply to Authorize.net to allow unrestricted refunds for your venue.
  • Enable transaction details so that Theatre Manager can obtain batch information and allow End of Day settlement.
  • Specify the sweep time where Authorize.net takes completed End of Day transactions and moves them to the bank.

Authorize.net Address Verification Settings

There are settings on the Authorize.net interface that need to be set up/changed - or you can get address mismatch or rejection issues. If you suddenly find you are getting a lot of rejections for credit card authorizations due to AVS errors, please verify your settings in the authorize.net portal.

To set these parameters, you perform the following steps:

  1. Open your online gateway to Authorize.net and choose Account >> Settings.

    The main Settings window opens.

  2. In the Security Settings section, click on Address Verification Service.

    The following window displays.

  3. Ensure the following settings are enabled:

    General AVS Responses

    B - Transaction was submitted without a billing address
    E - AVS Data provided is invalid or AVS is not allowed for the card type used
    R - The AVS system was unavailable at the time of processing
    G - The card issuing bank is of non-US origin and does not support AVS.
    U - The address information for the cardholder is unavailable
    S - the US card bank does not support AVS

    Address and Zip Code Resources

    N
    A
    Z
    W
    Y
  4. When complete, your page will look like the following:

Allowing refunds with Authorize.net

In order to process refunds in a separate batch from the original transaction (which is how most refunds occur), clients will need to download Authorize.net's Expanded Credit Capabilities form:

http://www.authorize.net/files/ecc.pdf

Once the form is filled out, faxed back to Authorize.net, and processed by Authorize.net's customer support team, clients will be able to process refunds through Theatre Manager - sometimes within hours, sometimes up to 2 days later. The sure way to know is to check the status of your Expanded Credit Capabilities.

To check the status of your Expanded Credit Capabilities, you can look directly within the gateway for your Authorize.net account.

  1. Go to the home page
  2. Click on the Merchant Profile link on the left hand side
  3. A series of settings will appear, including 'Additional Services.' The Expanded Credit Capabilities should read 'Enabled."

This is only for processing refunds in a separate batch, after the End of Day deposit has been done for the original charge. In cases where the card is to be refunded before settlement, users should instead Void and Delete the payment in Theatre Manager. Then the tickets can be refunded to clear the order balance that will be created when the payment is voided. There is no additional setup required through Authorize.net in order to process voids.

Refunds are processed immediately by Authorize.net. If you fail to settle a batch containing a refund before the Authorize.net sweep time, you will receive a warning during the End of Day that the batch may be out of balance (even if it is not).

It is also important to note that the ECC form will allow users to run a refund in any amount to a card without matching up the refund amount to the original charge. Because of this, there are a couple of important considerations:

  • Clients may want to limit who can do refunds in Theatre Manager through their Employee Access settings.
  • Clients may also be cautious with whom the Virtual Gateway login and password is shared as users could run refunds directly from within that interface.

Enabling Transaction Details API in order to settle during End of Day

There is a setting inside the Authorize.net Virtual Terminal that will need to be enabled in order for Theatre Manager users to settle batches using the End of Day Wizard.
  1. Log into your Authorize.net account
  2. Select the Account button at the top right of the toolbar
  3. Choose Settings from the Menu at the left
  4. Select the Transaction Details API option under Security Settings
  5. You will be prompted to enter your secret question/answer that you set up when you created your account. Then click the Enable Transaction Details API button
  6. You will be taken back to the main Settings screen. To check that the settings have taken effect, go back to Transaction Details API
  7. When enabled, your screen shows you an option to Disable as below (do not do this).
  8. You will now be able to settle through the Theatre Manager End of Day Wizard. For more information about the Wizard, click here.

Setting the Sweep Time for Settlement

As explained here, Authorize.net sweeps (or settles) all transactions once a day to the client's bank account. This Sweep Time, or Transaction Cut-Off Time, is set directly in the Settings for the client's Authorize.net account.
  1. Sign in to the Authorize.net interface
  2. Choose the Virtual Terminal option at the left

  3. Choose the Transaction Cut-Off Time option under Business Settings.

  4. You'll see the current sweep or settlement time in the middle of the page (3:00 PM PDT in the example). Change the time using the drop down choices at the bottom of the page and click Submit. Our recommendation is to set this time sometime between 12AM and 4AM local time.

Authorize.Net Troubleshooting

If you are having issues with credit card authorization using authorize.net, there are a few things that can assist.

Elavon (private) Installation

The Elavon-Private Merchant account was written to process payments using Elavon as the processor and working in conjunction with an existing customized interface. This is only available to certain municipal organizations in Florida.

This section of the online help contains details on how to configure a Merchant Account in Theatre Manager to process payments, refunds and settle a batch using this interface.

The information that Theatre Manager requires from Elavon setup will be:

  • Agency ID: xxxxxxxxxx
  • Admin ID: xxxxxx
  • Password: xxxxxxxxxx
  • Primary URL for authorizations:
  • Port #: 443

The Agency ID, Admin ID and password will be sent in a document from Elavon. That document will also contain instructions for you to log in to the Elavon online gateway to activate your account. The Primary URL should be obtained from the IT company that setup the customized interface.

Elavon Gateway Setup

The Elavon Merchant Account information is obtained from Elavon. The Primary URL will be provided by the IT company that created the custom interface. This information is entered into Theatre Manager under Setup >> System Tables >> Merchant Accounts.

 

Software Type

The following values are set on the Software Type tab per the diagram below:

  • Enter an Account Name for the Merchant Account.
  • The Status Active, At the Box Office and By the Web Listener boxes should all be checked.
  • Set the server software to be Elavon-Private.
  • The merchant provider will automatically be set to Elavon (NOVA).
  • The Agency ID is provided by Elavon and will need to go into the Agency ID field - enter in the Agency ID (not the merchant number) for the Elavon account which is typically 6 digits.

 

Connection Info

The following entries are set on the Connection Info tab per the diagram below:

  • An Admin ID will be provided by Elavon and is required to process refunds using this merchant account. This is a mandatory field in the Merchant Account Setup.
  • The Password is also provided by Elavon and is required to process refunds. This is a mandatory field in the Merchant Account Setup.
  • The IT company that created the customized interface will proved the Primary URL.
  • The Port will always be 443. Payments, refunds and batch settlement will all be processed using this port. Local work stations that need to process payments will need this port open for communication.

 

Authorization

For fraud prevention, Elavon accounts in Theatre Manager will be automatically set up to send address info and Track II data - just check to make sure the Authorization Tab matches the image below.

 

The Employees and Cards Tabs are populated the same as described here.

 

Activating your Elavon Payment Gateway

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