IMPROVED DIRECT RECOVERY REPORTS WITH NSF FEE INSIGHTS
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NEW FEATURE / IMPROVEMENTS:
We are pleased to announce an update to Direct Recovery reporting that provides greater visibility into Non-Sufficient Funds (NSF) fee collection.
NEW FIELD ADDED TO FUNDED ITEM AND RECEIVED ITEMS DETAILS REPORTS
If you use the Direct Recovery (DR) Portal, you will now see new columns in both the Funded Item Details Report and the Received Items Details Report. These updates give you clearer insight into NSF fee activity.
Funded Item Details Report:
“Fee Coll?” Column: This new column clearly indicates whether the NSF fee was successfully collected for a transaction.
A “Y” will appear if the fee was collected.
The field will remain blank for unsuccessful collection attempts.
“Fee amount” Column: This column clearly shows the dollar amount of the NSF fee collected. This field is blank if no fee was collected.
Received Items Details Report:
“Fee amount” Column: This column shows the dollar amount of the NSF fee collected for each transaction.
This field is blank if no fee was collected.
Note: These updates are available to all Direct Recovery merchants. They apply only to the detailed reports. Summary reports are not affected.
We are excited to introduce new features and improvements that make the BillPay portal faster, easier, and more intuitive. These updates streamline the payment process, reduce steps, and improve the overall user experience.
FEATURE OVERVIEW:
Smarter, faster payments: Guest and registered users can now complete payments more quickly with auto-populated billing information.
One-click checkout: If only one bill is found, it is automatically added to the cart, eliminating extra steps.
Guest Pay enhancements: A redesigned search results page provides instant confirmation messages and a clear count of bills in the cart.
Smart Auto-Populate for Checkout
The checkout process now includes an auto-populated feature to help customers pay faster. The system now intelligently pre-fills their billing information.
Guest users: The system automatically fills in name, address, and postal code based on bill details.
Registered users: The system also auto-fills email and phone number from the user’s portal profile.
Intelligent logic: The system manages multiple bills and minor variations (such as capitalization) seamlessly. Users can edit information at any time.
Single-Bill Auto-Add to Cart
When a payer searches for a bill and only one standard bill is found, the system now automatically adds it to the cart. This eliminates extra clicks and speeds up checkout.
Note: This feature applies only to single, standard bills. It does not apply to multiple bills, grouped bills, PDF views, or cases that require specific payment calculations.
Bill Search Results UI Enhancements
The bill search results page has been redesigned for better clarity and efficiency.
Cart bill count: Displays a real-time count of bills in the cart.
Instant confirmation: Provides clear messages when bills are added or removed.
Improved navigation: The Modify Search button is now Search more bills, making it clearer that users can add multiple bills to a single checkout.
BillPay Terms of Use (TOU) Updated to Include CSG Forte’s Error Resolution Practices
We are pleased to announce an important update to the Terms of Use (TOU) within the BillPay portal. This enhancement is designed to provide greater clarity and transparency for all users during payment processes.
Business Impact and Benefits:
The updated Terms of Use now explicitly include information about CSG Forte’s Error Resolution Practices. This update offers the following benefits:
Increased Transparency: Users are now clearly informed payment error handling, at crucial steps in their registration and payment journeys. This aims to build trust and reduce potential confusion.
Enhanced Compliance: This update ensures comprehensive legal transparency, supporting regulatory compliance standards for payment processing.
Feature Overview
This revised Terms of Use information is seamlessly integrated and presented in the following key user flows:
Terms of Use during the payment process
Terms of Use when creating a new portal account
Terms of Use in Schedule Payment Flow
Terms of Use in AutoPay Flow
This update reflects our ongoing commitment to providing a secure, transparent, and user-friendly BillPay experience.
Real-Time Payment Updates When Your Payors Complete a Scheduled Payment
We have enhanced the Payment Portal to display real-time updates when your payors complete a scheduled payment.
Business Impact and Benefits:
When a payor sets up and processes a scheduled payment, the outstanding balance is now updated instantly in the Payment Portal.
Feature Overview:
This improvement ensures that payors always see their most current outstanding balance, which:
Reduces the incidence of duplicate payments
Minimizes payment-related support queries for your team
Diminishes reconciliation efforts for your accounting departments
Fosters enhanced financial accuracy for your business
Contributes to improved payor satisfaction and trust, strengthening your relationships with your customers.
This feature is part of our continued efforts to deliver a transparent and dependable payment experience.
Enhanced AutoPay Management and More Options for You and Your Payors
We have introduced new AutoPay enhancements to give you and your payors greater control and convenience within the BillPay Portal.
Feature Overview:
Direct AutoPay Control: Merchant Admins can now disable AutoPay directly from Dex, allowing quick adjustments to active enrollments based on customer needs, enhancing your operational efficiency and responsiveness.
Expanded Payment Options: A new option, ‘Due Amount Plus Other Amount’, is now available. This allows customers to pay more than their minimum due amount, enabling faster collections and personalized payment strategies.
To activate this new AutoPay option, please reach out to your Account Manager or submit a support ticket.
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.
Upgraded Transaction Tools in Dex: Daily Summaries, New Fields, and Smarter Notifications
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New Feature / Improvements:
Daily Summary in Export Transactions:
The export transaction feature has been upgraded to include daily summary of transactions, making it easier to reconcile received transactions daily.
Key Features: · Daily and Overall Summaries: Add both daily and overall summaries for a defined timeframe, covering one or multiple locations.
· Printable Format: Enjoy a more readable, printable summary transaction format, complete with headers and footers for improved clarity.
· Transaction Details: Access comprehensive transaction details alongside the summary, allowing for easy review and troubleshooting of any discrepancies.
We’ve enhanced the transaction workflow in Dex by adding a new custom field, ‘Customer ID’. Now, you can enter your internal customer ID when creating a new transaction to identify and track customers with every transaction easily.
Custom Payment Status Notifications: 3 New Fields
You can now include the Service Fee, Principal Amount, and Account Code (used with Procurement card) fields in your custom payment status notifications, providing more detailed information with each update.
Schedule Details: transaction status in the schedule items
The transaction status is now added to the schedule details, now you can easily identify the status of each schedule item in the schedule details page.
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.
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