Applies to: Broadlume Payments
The linked manual contains detailed instructions on how to use every module within the Payments web portal.
Does not cover: Cyncly Payments, Cyncly Pay, Gravity or Payments Flex
Your payments portal can be accessed at payments.broadlume.com. The recommended browser is Chrome and this will not work on Internet Explorer. When you go into your portal, your business name will be shown in the top left corner and the first area displayed will be the Dashboard tab. This dashboard will show you your sales, refunds, active customers, number of transactions, and receivables in a quick glance. It also gives a simple graph to see how that flow happens over a period of time. You're able to sort the information by different time frames- day, week, month, and year - for an easy look into what is going on with your business. On the top right you will see buttons that are one of a few places you can go to Take a Payment or Create an Invoice. More details on taking payments and creating invoices can be found below.
REPORTS
Your next tab down will have your Reports. Which reports you use most will depend on whether you are using payments within RollMaster Software.
The first report is regarding payment methods. All payment methods used when taking Broadlume Payment transactions will be tokenized or encrypted to be saved for later use. Transactions taken will populate on this report almost immediately and the report's main purpose is to show you if there are payment methods expiring soon so they can be updated. From this screen you can easily delete a payment method as well. There are multiple filters available to view a selection of saved payment methods. Filtering by Status, you can choose Expiring Soon and see a list of payment methods that you might want to proactively update by reaching out to your customer so there is no lapse in being able to use that card or account.
Your Deposit Report and Reconciliation Report can be used to see what funds have been sent to your bank account and reconcile transactions against that account. These reports will populate around 48 hours after a transaction is taken. You'll expect most of your transactions to fund to your bank account by the end of the business day following that payment being taken. These reports will populate a day later, so there is a lag. Using these reports to reconcile once a week the lag may not be an issue. However, there is a quicker way to see transactions processed if you go in daily to compare credit card receipts to what is entered into whatever bookkeeping system you use. There is information below on how to compile that information using your Payments tab.
Although your transactions are expected to be funded into your bank account within 24-48 hours of being taken, the fees for those transactions will all be debited in a lump sum around the eighth of the month following the transactions. This date will move depending on how the days of the week in each month fall. The cutoff for each month’s settlement is a couple days in, to allow transactions taken on the last days of the previous month to finish funding before everything is calculated. Your Fee Statement should also populate around the 8th of the month so that you can easily reconcile the fees debited.
PAYMENTS
The next tab is where all your Payments will populate. As you're taking payments, whether that is here within the portal or within RollMaster, you'll be able to see a single line created for each of those transactions.
In that line you can tell whether the status of that transaction is a Charge (in Green), Refund or Void (in Yellow), or a Failed Charge (in Red). When a charge is refunded or voided a new line is not created for that transaction, instead you will see the transaction updated to the latest status with the full amount of the initial transaction displayed. If you hover over a line, it will be highlighted and a single left click will open further detail on that transaction to see the timestamp and amount of the refund or void.
Following that will be the customer or business name associated with the card used. If you are a RollMaster user, the customer name will pull in and display exactly as it does in your software. If you are working directly in the portal this will display as it was typed when the transaction was taken, either by a team member or by the customer via a payment link or website button.
This will be followed by columns showing the payment method and Source of the transaction. The payment method column shows where the transaction was taken from. There are 8 different payment methods that can be displayed. Most of the time you will see Visa, Mastercard, Amex, and Discover. If you allow your customer to pay by ACH you will also see Bank displayed when they do so. Each of these 5 payment types will display the last 4 digits of the account the money will be pulled from and will be encrypted and saved to the customer file for later use in additional transactions or to do a refund.
If you are not a RollMaster customer, and instead use Broadlume Payments via the web portal, you have the option to send out Invoices. Within Invoices (discussed in more detail below) you can document the acceptance of Cash, Check, or Giftcard to lower a customer’s amount due. These three payment types will not be run through the processor. They will appear in your Payments page as transactions, but you will not see these amounts in your Deposit or Reconciliation reports, and they cannot be tokenized to use again later.
The source of the transaction will be noted by an icon in the column to the right of the Payment Method. The Terminal icon will appear when a card present transaction is taken on your physical terminal machine if you have chosen to use one. A globe denotes that the transaction was done online. These transactions could be from a payment link you have sent out or added to your website for you customers to enter their payment information themselves. The Globe will also show the first time a payment type is used through RollMaster since it is entered into the integrated web form the software populates. Alternatively, when a RM user chooses to run a card already on file, the Virtual Terminal icon will be displayed. The virtual terminal icon looks like a computer monitor and will also be the icon seen for any transactions done directly in the web portal.
In the Payments tab, you have the ability to Sort and Filter transactions as well. If you reconcile your payments taken at the beginning or end of each business day and would prefer not to wait on the Deposit or Reconciliation reports to populate, there is an option to filter by Today or Yesterday and see only those transactions. Once a filter has been applied, you're also able to print or export that data for documentation purposes.
Payment Details
Each transaction line, when hovered over, can be opened with a single left click for more payment details. The top portion of Payment Details will allow you to see the timestamp of the transaction converted to your time zone, the initial transaction amount, how or by whom it was processed, whether a receipt was sent, and any payment notes that were entered.
Please Note: If a customer submitted a payment from an alternate time zone their receipt will show that time.
The second portion contains all the Customer Details that have been entered and the Payment Method used. The blue arrow to the right of that section will take you into that Customer tab for more details if needed. Those who are working directly out of the web portal and are not RM users may see additional Invoice Details in the third section. This section also includes a blue arrow to the right that will take you to the Invoice tab for additional information.
Options to Send or Print a Receipt or Void a transaction can be found both as buttons at the bottom of this pop up and within the three dots on the top right corner. Selecting Send Receipt will pop up a box with options to email or text the receipt to your customer. If an email or phone number is already attached to the customer file, that information will be filled in for you. You may change the information as necessary, and anything entered will then save to the customer file, building on the file for later use. You will see the option to CC or BCC additional email recipients or send to more than one phone number when texting. Information on doing Refunds or Voids will be included in the section on Taking a Payment.
Please Note: Payment Notes are optional to add when taking a payment through the portal and are internal only. The customer will not see these notes when a receipt is sent, but they will appear if the receipt is printed.
INVOICES
The next tab down is regarding invoices. We strongly recommend that RollMaster merchants do not use this Invoice feature as it will break the integration you have when working out of your software. The information cannot flow backwards into the software, so anything done through an invoice in this web portal would need to be manually documented.
For more information on Invoices please see KBA: Broadlume Payments Portal Create an Invoice
DISPUTES
If your company receives a credit card dispute, or chargeback, from a customer the information on that dispute will appear in this tab.
The Transaction ID will take you into the transaction in question if you need to see more than the Customer and Amount displayed on this screen. The State is the status of where the dispute currently stands. The Reason will be given for the dispute as well as a date that you must respond to the dispute by. Use the blue Upload buttons to upload supporting documents that confirm the cardholder authorized the transaction being disputed. Providing documentation that shows proof of authorization (signed receipts/contracts, AVS (address verification system) matches or proof of service/delivery)) will help in resolving the dispute. The maximum number of files allowed is 8, so please plan accordingly. The accepted file types are .jpeg, .jpg, .png, .tiff, .pdf.
CUSTOMERS
The customer tab is where all the information associated with your tokenized pay methods will continue to save and store as a file for each customer. The amount of information included in a customer file depends on what has been entered in RM or when taking a payment in the portal.
Information is also added or updated as receipts are sent out or if a customer is edited. Basic customer information is displayed as a single line with the potential to include a Name, Company, Email, Phone, and Reference. Your customer list can be filtered and sorted to more easily find the customer(s) you are looking for. If you would like to add a customer as a first step before a transaction or invoice is ever processed with them, you can do so by clicking the Add Customer button on the top right of this screen. Here you can fill in as much information as you like to ensure your customer file is complete and accurate. Additional email addresses can be entered into your customer’s file here that will not override the primary email.
Customer Details
A single left click when hovering over a customer line will open further details. In Customer Details you can see additional custom fields that you may have set in your Settings, which will be the next section. All Payment Methods for that customer will display, as well as information on Invoices assigned to them, Recent Transactions, and attached Documents. Each of these sections can be opened up using the blue arrow on the right-hand side to go into further detail in its associated tab or area.
Using the blue arrow in the Payment Methods section takes you to the area where you can edit or delete tokenized payment methods. The card number field in Payment Method Details cannot be changed, instead it will need to be deleted. The cardholder’s name and billing address can be adjusted as well as the expiration date.
Please Note: If the card number is not changed, but the expiration date is updated a new CVV does not need to be entered.
The options to Take Payment, Create Invoice or Edit Customer can be found both as buttons in the bottom of this pop up and by clicking the three blue dots on the top right corner. An additional option offered in the drop down when you click the three blue dots is the ability to Merge one customer file with another. If multiple customers have been created due to alternate spellings or email addresses those files can be combined into a single customer file using this feature. Suggested matches will populate when available, or you can search for the customer file you would like to merge with the one you are in.
Edit Customer
Choosing Edit Customer will bring up a similar screen to the one seen when adding a customer. Here you may change anything that is incorrect or needs updating plus you have additional tabs to view or update Payment Methods and Documents. You can also Merge or Archive a customer from this screen the same as from the three blue dot drop-down in Customer Details.
SETTINGS
The final tab down the left side of your screen is Settings. When you go into settings, you will see eight headers across the top. The first area is going to be your Account information reflecting the person who is currently logged in.
Team Settings
The second header is your Team Settings. This will be where an administrator can add additional team members who should have access to the web portal. As a reminder, RM users will initiate all transactions through their software, so most team members should not need access to this web portal. You will want to add anyone who may need to look at reporting, perform reconciliations, research or look into background information on a transaction, or have direct access for times when there is an issue with the integration. For merchants working directly out of this web portal, all transactions will be initiated from here in the portal. You will need to add anyone who will be taking payments in addition to the team members handling the areas mentioned above.
The person who completed the application to set up your Broadlume Payments account will already be added with Admin permissions to the web portal. Initially they will be the only person able to access the account. This will be done using the same email address and password that was used for the payments application. If you need help knowing what that email is, please reach out to payments@broadlume.com. If the password has been forgotten it will need to be reset.
To add additional team members, click on the black Add Team Member button on the top right. Each team member will need a different email associated with their log in. There are seven pre-set roles with different permissions to choose from. Team Admin, Full Access, Reporting, Staff, Staff with Refunds, Sales Only, and Sales with Refunds. Full Access is the most permissive next to being a Team Admin. The permissions decrease as you go down the list. To be sure you are selecting the correct role, you can click the carrot next to This Role Can. This will give you a drop down of everything that role can do. You can scroll through to view the green selected permissions until you find the correct role for that person. When you find the best role, click save.
To Deactivate a team member, click the rectangular button with two red hashes on the right side of the screen.
Please Note: To best track who was responsible for a transaction all team members should have their own logins and passwords should not be shared.
Branding
If you would like a company logo on your receipts or web payment links, whether click to pay or on your website, you may add one here. Files must be .png or .jpg and can be cropped after they are added. If your image contains the name of your company, you can prevent it from displaying a second time in text by toggling the ‘Hide’ box underneath Company Name.
Please Note: White logos with a transparent background will not display.
Invoice settings
This header contains the information displayed on your invoices and web links. You can adjust how the business and contact information display under Displayed Invoice Information. The noted email address may also be displayed on the customer’s Receipt with the message ‘For questions about this transaction, please contact.’ If you need the email address on your receipts adjusted, please contact payments@broadlume.com.
If you are a web customer who will be using the Invoices feature in this portal, you have the option to choose additional default settings below that. The default for Partial Payments and Allowed Payment Methods can be set here, and toggles will still be available to change per invoice as needed. Additionally, you can adjust invoice numbers, reminders, and create custom fields.
Customer Settings
If you would like a Custom Field added for all customer files, you can do that under the Customer Settings header. You have the option to require this field to be filled in or to leave it as optional. Once you have entered the information please click Save. Custom fields that are no longer needed can be deleted using the X to the right of that row.
Notifications
Email notifications can be sent to one or multiple email addresses through the settings in this header.
This will be set based on personal preference and can be changed at any time as your business needs change. Each email address must be added and saved individually. You cannot enter them with semicolons or commas between them. We recommend that every business select someone to be emailed regarding Disputes as those are time sensitive. For our RM users, it may also be helpful to request email notifications regarding online payments to help get those quickly documented in their software.
Please Note: RM users will receive an ‘Online Payment’ notification email with the first transaction done on a payment method through the payment page integration. All subsequent transactions using the token of that method will not be considered ‘Online’ payments and will not cause a notification.
Sales Tax
As long as your business is using a program or software that assists in generating invoices and/or already includes sales tax set up, nothing will need to be done in this header.
Webhooks
Webhooks can be handled by your Broadlume website team. Please email with any questions.
TAKE PAYMENT
As we have seen, there are a few ways to access the ability to take a payment in the web portal. Taking a payment in the web portal will rarely be done by RM users, but all transactions should be initiated in the portal for our web users unless the transaction is being done by a customer using a payment link.
In the header above each page, you will see a Plus sign. Clicking on this will give you a drop-down of options that includes taking a payment. You will also find the option to Take a Payment at the top of some pages and in some pop up windows, like when you are viewing a Customer file.
Choosing Take a Payment will bring you into a screen with a field to search for previous customers and pull in their tokenized payment methods for reuse. If they have payment method(s) on file, the screen will move to Existing and you can choose which method, enter the amount, and Charge the transaction. If you do not see the payment method you are looking for, you can click back to New Card, New Bank, or Send to Terminal to take an alternate payment. Moving to one of these options will leave the Customer’s information populated and the new payment method will be added to their customer file as the transaction completes.
Choosing New Card or New Bank will require you to fill in each field with an asterisk, matching the customer’s account information. The Bank option allows you to take funds via ACH (electronic check) directly from a customer’s checking or savings account. You may choose to collect funds on a physical paper check by entering it into the Bank option. If you do so, please mark that check VOID and maintain it for your records until it has cleared. If you add a Payment Note on the transaction, it will be for Internal use only and will not appear on the customer’s email or SMS receipt. Payment Notes will appear in your web portal for your team to see and on receipts that are printed from the portal.
As transactions are processed, any information entered will be used to create a Customer file that will include an encrypted token of that payment method. Even unsuccessful transactions will do this. When the transaction process is complete, you will be taken into the Payments tab where more information can be seen. In the Take a Payment screen, there is no opportunity to fill in an email address, so you will not see an email address in Payment Details when processing a new customer’s payment. Sending a receipt via email or SMS will add that information into the Customer file, building on it for later use.
When choosing Send to Terminal, you will not be asked to fill in the customer’s information, only the amount of the transaction. Select the terminal that you would like the transaction sent to, if you have more than one, making sure that terminal is connected to the internet and displaying the Spin POS Online screen. A box will pop up stating Please complete the sale on the Physical Terminal and the transaction will be sent to the terminal for you to Tap, Swipe, Insert, or Manually enter a credit card number. If a Customer name was pulled in before sending the transaction to the terminal, it will be included in the transaction line on the Payments tab, otherwise you may see a customer name referencing CARDHOLDER (ex. VISA CARDHOLDER). Internal Payment Notes will not be passed back to the web portal on terminal transactions.
Please Note: It is recommended that all terminal transactions are initiated through the web portal to maintain the reporting integrations.
Voids and Refunds
To Refund or Void a transaction, you will find the transaction that needs to be adjusted in the Payments tab; left click to open Payment Details. The Refund/Void button can be found at the bottom left of that pop up. Prior to batching out, you may only refund or void 100% of what was taken on that transaction. After the batch (Auto Batch occurs around 8pm Eastern), you may choose to return any amount up to the amount taken. A new line will not be created for the return transaction, but the flag on the transaction will change and additional information will be added in the Transaction History section of the Payment Details.
A transaction that was initially processed on a terminal will need to be refunded or voided through the terminal as well. Voids can be done as long as the original terminal is awake and a batch has not been done. You do not have to physically use the card or terminal. Refunds can be done after batching, but the card (or card information) and any available terminal, must be used.
To refund or void a ‘card not present’ transaction (any transaction that was not initially done on a physical terminal), you will not need the original card or its information. You will be able to return the funds using the encrypted payment token alone.
Bank or ACH transactions have a 10-day hold before they are able to be refunded as protection against double refunding due to insufficient funds.