Refined Refund Handling in Dex for Better Security
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We are excited to announce improvements to the refund and reverse process in Dex, designed to enhance your experience and add an extra layer of security.
NEW FEATURE / IMPROVEMENTS:
Editable Service Fee for Reversals/Reverses:
Service Fees are fees paid to Forte to process the transaction and cover the associated costs. You can now have the flexibility to not reverse the service fee when processing a refund. This gives you more control over how adjustments are handled.
This update is part of our ongoing commitment to making Dex more intuitive, reliable, and secure for all users.
PAYOR FEEDBACK SURVEY NOW AVAILABLE ON YOUR PAYMENT PORTAL
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The new Payor Feedback Survey is now live on the BillPay Payment Portal, enabling structured feedback collection directly from users.
NEW FEATURE / IMPROVEMENTS:
PAYOR FEEDBACK SURVEY ON YOUR PAYMENT PORTAL
This intuitive feedback form enables payors to easily rate their payment experience and provide optional, open-ended feedback immediately after completing a transaction. The collected data will be instrumental in identifying areas for improvement within the payment process, enabling us to continuously optimize the experience for all users.
Key Benefits:
Streamlined Payments: Facilitate a smoother and more efficient payment process by identifying and addressing friction points based on direct payor feedback.
Improved Customer Retention: Enhance the overall payment experience, contributing to increased customer satisfaction and repeat business.
This feature is automatically enabled and requires no action from your side. We are committed to continuously evolving our platform to meet your and your customers’ needs.
Enhanced Admin Privileges and Credential Management
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Product: Dex
Version: 1.82
Feature Overview:
Multi Factor Authentication – enhancements
Transmitter credentials
New Feature / Improvements:
Admins can change phone numbers in Dex profile for their org users
Going forward Admins of Merchant, Enterprise, or Partner organizations can edit phone numbers for other Dex users within their organization, so your staff is able to get quick and easy access to Dex.
Navigate to the Users module, select the user for whom phone number needs to be edited, and follow the steps to update their phone number.
As always, security of our merchant and partner account is a top priority for us. Admins will be requested to validate themselves, before they can edit the phone number for another user.
Merchant and Partners’ admins can access Transmitter Credentials
Users with relevant permissions in the Partner and Merchant organizations can now access Transmitter credentials in Dex.
Go to the Location module in Dex and select the desired location.
Navigate to the Credentials tab to access Transmitter credentials.
If needed, users can also regenerate new credentials directly from the platform.
BILLPAY PORTAL IS INTRODUCING MULTI-FACTOR AUTHENTICATION AND ENHANCING ITS PASSWORD POLICY
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BillPay Portal is introducing Multi-Factor Authentication (MFA) and enhancing the password policy to better protect your users’ information and keep the platform up to date with security standards.
NEW FEATURE / IMPROVEMENTS:
New Feature: Multi-Factor Authentication (MFA)
From now on your payers will be prompted to enroll in MFA. They can enroll their phone number to verify their identity before accessing or creating a Portal account.
MFA is optional, and your customers can skip MFA enrollment or deactivate the option whenever they want from Portal settings.
Improvement: Password Rules
CSG Forte is enhancing BillPay Portal’s password rules, allowing your Portal to remain PCI-compliant. Changes involved:
Password length – Passwords length is updated from 8 to 14 characters
Users will be prompted to change their password every 60 days
Last 5 Passwords will not be allowed to be repeated as a new password
Improvement: Others – Text-to-Pay option on BillPay Portal Homepage
If you’ve signed up for Text to Pay, your users will see an option on the BillPay Portal homepage to subscribe and receive payment reminders you’ve set up on Dex.
Multi Factor Authentication mandatory for new dex users
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New Feature / Improvements:
Multi-Factor Authentication (MFA) Requirement for New Users
To enhance the security of our merchant accounts, we are introducing a Multi-Factor Authentication (MFA) requirement for all new users registering on Dex. Starting November 5, 2024, new users will need to provide a phone number during registration to receive a verification code, in addition to creating a password.
Here’s how it works: During the registration process, users enter a phone number that will be linked to their profile. For every login, they will receive a verification code via SMS or voice call (based on their preference) to confirm their identity. Users can also choose to save their verification for 24 hours, allowing them to skip this extra step temporarily for easier access.
This improvement adds an extra layer of security, ensuring that only authorized users can access their accounts.
PARTNER DASHBOARD IN DEX
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PARTNER SERVICES – DEX
New Feature / Improvements:
Partner Dashboard
We are excited to announce an all-new enhanced Dashboard in dex for our Partners. The new Dashboard in dex provides a comprehensive view of your portfolio, is secure, and easy to use. New Partner dashboard in dex provides analytics and insights on:
Merchant applications
New Locations that are processing,
Transactions volumes and Counts
Top high-volume merchants
Commissions – Past history up to a year, Last commission Paid, an estimate of upcoming commission payments and amount accrued for the current period.
Users can choose to work with a single portfolio or select one or more portfolios, to see the performance. Users can change the timeframe for individual charts. Data seen in the widget in Dex can also be downloaded into excel for further analysis. Sensitive data like Commission information is restricted to users with appropriate permissions only.
Dashboard Header line and Commission
Get a bird’s eye view of your portfolio Gross Sales and transaction count along with the commission information. Commission numbers and history are restricted and are visible only for users with permission.
Transaction Volume Easily see your sales performance with a click of button for your desired time period and portfolio mix. New enhanced dashboard further breaks down the volume by Credits and debits to see your sales and credit trends.
Transactions by Count It’s easy to see which payment type is heavily used by your merchants’ customer. Get a breakdown of transactions count by ACH or any of the supported card network. Hover over the chart to get additional details like total amount processed, % of transactions and count of transactions through that payment type. Change the period to fit your business needs and export the data for further analysis.
New Locations Processing
Get a list of new Locations / Merchants that started processing this month or quarter, so you can follow up with them on their experience and if they are ready to expand to other services.
Top 10 high Volume Merchants
Now it’s easy to see the top merchants that increased their payment processing volume, so you can take care of the relationship. Merchants are ranked by the % increase in processing volume.
Merchant Applications
Get a quick view of your merchant application status so you can take care of the pending ones to move them along the approval pipeline and activate them quickly.
“Remember this Device” option in dex
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New Feature / Improvements:
Remember this Device
We are excited to announce a new feature, ‘Remember this device’ during the dex Login. Users who have opt-in to multi-factor authentication now have an option to select ‘Remember this device’ after their initial successful code validation. If the user selects ‘Remember this device’ option, they will not be prompted to verify the code during login for the next 24 hours. If the user logs in to a different device and/or change their location of login or the browser from which they login, they will be prompted to verify the secondary code for security reasons.
ENHANCED BILLPAY PORTAL HOME PAGE
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New Feature / Improvements:
A refreshed BillPay Portal Home Page is now available for you and your customers.
NEW FEATURE / IMPROVEMENTS:
*IMPROVEMENT* BILLPAY PORTAL home page is modernized
The revamped BillPay Portal Home Page offers a seamless and user-friendly experience across desktop and mobile platforms, ensuring a satisfying journey for all users.
What is changing?
Main calls to action are highlighted: We are rearranging the content to call out main calls to action. So, your customers can clearly see the steps they need to take on the Payment Portal, which simplifies the process, increasing payment success.
Look and feel is now updated: We’re keeping key elements, enhancing accessibility, modernizing the page, and including major improvements for mobile devices (fewer steps and clear interphase), which aids in improving the overall user experience. Please note that most Home Page elements follow your current Portal’s setup.
Portal features are customized based on your choices: This means the new Home Page changes based on your Portal Mode.
So, if you support Pay Now only, search fields are now embedded on the Home Page. Hence, your customers can promptly search for their bills and pay them easily.
And if you are supporting both options, you can choose to highlight either Pay Now or Login. In this case, the search fields are now embedded on the Home Page by default. To highlight the login instead or any other request, reach out to your main Forte contact or Add a ticket to our web page using this link and include the request as ‘BillPay Portal Home Page’.
Enhanced Home Page screens:
Mode: Pay Now only
Mode: Both (Pay Now + Register)
If you allow both modes (Pay Now and Register), PayNow is the default option.
Mode: Register only
Detailed list of Home Page elements:
Please note that most Home Page elements follow your current Portal configuration.
Kiosk mode
VALIDATE PLUS NEW SETTINGS
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New Feature / Improvements:
Verification Services | Validate Plus new settings have been included in dex, so you will have more flexibility in approving or declining transactions based on verification outcomes.
NEW FEATURE / IMPROVEMENTS:
*NEW FEATURE* new validate plus settings available in dex
If you are enrolled in the Validate Plus service, you will be able to approve or decline transactions based on the following two new additional settings:
Young accounts: You can approve or decline transactions linked to accounts that have been seen in 90 days or less.
Valid format but unknown account: You will be able to approve or decline transactions related to accounts that have an appropriate format but haven’t been seen before in Validate Plus databases.
The default value is going to be “Approve”, so if you’re interested in declining those transactions, you should log in to dex > go to locations > Products and Services > Verification Services > and edit the Bank Status Verification | Validate Plus settings by clicking on the pencil icon.
You can also reach out to your main Forte contact to change these or other Validate settings, or you can create a ticket on our web page using this link and include a request as ‘Validate Plus request”.
A member of the CSG Forte team will promptly assist you with your request and notify you.
Validate Plus updated screens:
Verification services in locations tab
Validate Plus
New Validate Plus settings that you can change based on your approval/declining preferences Note: You will see all the settings or some of those based on your eligibility.
REPORT AND TRANSACTIONS ENHANCEMENTS IN DEX
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MERCHANT SERVICES – DEX
New Feature / Improvements: · Payout Reconciliation Detailed Report
· Transactions area improvements
· Payment Status Notifications Enhancement
· Transaction, Funding, Schedules, and Dispute areas in Dex now allow data searching spanning up to 2 years.
New Feature / Improvements:
Payout Reconciliation Detailed Report
We are excited to announce the launch of our new Payout Detailed Reconciliation Report, designed to streamline and enhance merchants’ reconciliation process.
Key Features:
· Multiple Locations: Merchants can now include multiple locations in a single report, making it easier to manage and consolidate data.
· Customizable Formats: Choose the preferred download format for the payout report—XLSX or CSV—based on the merchant’s specific needs.
· Transaction Details: The report now includes comprehensive transaction information, featuring over 30 fields encompassing transaction, funding, customer, and order data. This extensive detail allows merchants to effortlessly match report data with bank statements or other records.
We are pleased to introduce the latest enhancements to our transactions area, designed to improve your experience and efficiency.
Key Enhancements:
Enhanced Order ID Filter: We’ve improved the Order ID filter in the transaction datagrid to enable an exact match, making it easier and faster to find specific transactions.
Receipt – Line Items Enhancement: We identified and fixed an issue where line items were duplicated on Dex’s transaction receipt tab. This problem has now been fully resolved, ensuring an accurate and consistent display of transaction details. Users will no longer see duplicated line items on their transaction receipts, leading to clearer transaction records.
Payment Status Notification Enhancement
The “Schedule Processing Date” is now available in the Upcoming Schedule Notification. This update ensures more accurate and relevant scheduling information in your notifications, enhancing the overall experience.
Transaction, Funding, Schedules, and Dispute updates
Transaction, Funding, Schedules, and Dispute areas in Dex now allow data searching spanning up to 2 years. To enhance performance and loading speed, Dex allows searching for transactions up to 2 years old within these grids. For accessing data beyond this period, please submit a request via the Freshdesk platform.
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