merchant training on administration and consumer helpdesk (ppt)

www.electracash.com 888-310-7312

Convenient Electronic Check Payments for Merchants and Their Customers

Accepting Checks over the Internet

eCheck Training for Resellers


Discussion Topics

Electracash Overview

ACH Summary

eCheck Marketing

Roles between Electracash and its resellers

eCheck Sales Pricing Customer Types Core Points FAQs

Electracash Operations Boarding & Underwriting Merchant Technical Support Merchant Customer Support

Payor/Consumer Customer Support

eCheck Underwriting

Resellers Assignment Tracking/Reporting

Technology Considerations

In this training session, we will covering the following topics:


Electracash Overview


Brief History

Founded in 1997 – been in business 8 years

California corporation: headquartered in Signal Hill, near Los Angeles and Long Beach, with technical offices in Memphis, TN

Serves thousands of merchants

Processed nearly two million eCheck transactions in 2003 and 2004

Growing at more than 60% per year the past several years

Top management personnel average 25 years of experience each in the financial services industry

Maintains an excellent reputation in the electronic payments industry

Active participant in NACHA Internet Operating Council

CTO is AAP-certified

Electracash is established, profitable, and growing fast


eCheck: accessing DDA via the Internet Both one-time and recurring payments: from checking/savings

accounts, from consumers and businesses Virtual Terminal: enables merchant’s employees to enter checking

account transactions on customers for Internet processing – phone, mail, over the counter

Two simple implementation options Electracash Managed Service: Electracash hosts check payment

page Electracash Gateway Service:: XML-based interface for real-time

and/or batch processing (with CSV and HTTP Post options)

Direct Deposit: Ability to send money from a business to its customers, vendors, and employees

Electracash Products

eCheck enables customers of merchants to make one-time or recurring payments online from their demand deposit accounts:


Risk Management/Fraud Controls

Authorization that customer intended the transaction (“I agree” verbiage prior to final submission by Payor)

Authentication that user is who he/she claims to be

Age Verification available

User Authentication available (additional cost of about $0.35 USD)

Verification that account number is valid (StarChek covers 40% US)

Risk analyses of merchant applicants (underwriting)

Fraud scrubbing

Negative database – 6+ years of data

Positive database – 6+ years of data


ACH Summary


ACH and NACHA

“ACH” = Automated Clearing House. “NACHA” = the National ACH Association – the network that governs ACH eCheck transactions

Rules and regulations

Charge for all transactions, including returns and resubmits Have return codes (“R codes”), with limits on returns, with potential fines to the

bank; banks can require termination of specific merchants

Require Standard Entry Class Codes on a per transaction basis Business-to-consumer

PBR – Consumer cross-border payment

PPD – Prearranged payment and deposit (written authorization)

RCK – Re-presented check

TEL – Telephone-initiated

WEB – Internet-initiated

Business to business (corporate): CBR – Corporate cross-border payment


NACHA Restricted Businesses

Types of business highly prone to fraud, especially from Canada:

Outbound telemarketing

Health benefits packages (not insurance, but supplemental medical

benefits)

Gaming

Credit repair services

Anti-telemarketing devices

ID theft prevention packages

Those who sell anything that can be deemed fraudulent, deceptive or

promote unfair practices (subjective evaluation by Electracash)

Electracash does have average ticket restrictions, avoiding those > $1500

Accounts with these practices must be closed three (3) days of the discovery.


Specific Transaction Types

We do handle Canadian transactions, as well as US, however Canadian items require special handling Payor’s signature on form, must be faxed to Electracash before

transaction can be released for processing

New Canadian Payments Association rule that works around this requirement, but not supported by enough banks, yet

We do handle business-to-business as well as business-to-consumer transactions

TEL transaction requires a written authorization

Regulation E applies to all sales transactions Promulgated by the Federal Reserve Board of Governors in order to

ensure consumers of a minimum level of protection in disputes arising from electronic funds transfers

Federal Reserve assigns Reg E PIN # to each transaction when processed through the ACH


Return Codes

R01- Insufficient Funds: NSF’s can be resubmitted up to two times; costs the merchant each time

Administrative Returns – Electracash implementing pre-notes to reduce these: R02- Account Closed R03- No Account/ Unable to Locate Account R04- Invalid Account Number

R05 – Web Entry to Corporate Account

R07 – Authorization Revoked by Customer

R08 – Payment Stopped or Stop Payment on Item

R09 – Uncollected Funds

R10 – Customer Advises Not Authorized

All except for R01 and R09 will automatically result in the account being added to the Negative Data Base

= “Unauthorized” categories

The most common return codes we deal with in ACH are:

Full list available in the Electracash Merchant Administration Manual


eCheck Marketing


10 million households without a credit card are online

89% of US Adults have a checking account

More than 967 million ACH debit payments were initiated over the Internet in 2004 (worth over $300B, and up 40% versus 2004)

86% of all business payments are by check

23% of households do not have a credit card

45% of all credit card holders are within 5% of their credit limit

83% of all consumer bills are paid by check

80% of all non-cash payments are by check

Positioning

Adding online checks has increased merchants’ site revenues by as much as 20%

(Source: Electracash Merchant Survey 11/2002)

To reach more consumers, demand more payment options

Source: NACHA and the US Federal Reserve


Nearly two-thirds of all households now pay at least one bill with an automatic debit (Source: NACHA)

Online bill payment is the most popular application on the Internet, with a 25% annual growth rate (Source: Jupiter)

Electronic bill payment will grow five times faster at biller web sites than at bank sites (Source: Gartner)

24

810

1315

18

27

40

1996 1997 1998 1999 2000 2001 2002 2003 2004

CAGR = 25%

Bill Payment Households (millions)(Bank and Non-Bank Registered)

The question for most recurring billers is how to provide electronic bill payment – not if or when. Source: Jupiter

Consumers are demanding more electronic bill payment options…

Consumer Check Use Online


Consumer Benefits: eChecks

Consumer benefits are tangible and intangible

Convenience … easy, quick, saves time, no paper checks, 24x7 access

Control … know the payment is made, not delayed in the mail

Choice …

Flexible payment date (for bill payment)

Option to credit card, which consumer may not have, may have maxed out, or simply may not wish to use

Financial Benefits … no postage, late fee avoidance, cash flow management


Merchant Benefits: eChecks

Lower remittance processing costs (electronic payments are substantially less expensive than paper-based payments)

Improved cash flow by reduced average days outstanding (i.e., accounts receivable)

Low cost option for receiving payments on the Internet

Lower cost of managing past due and delinquent accounts

Reduced number of collection notices sent

Reduced bad debts

Reduced dependency on collection agencies

Improved collection employee effectiveness

Reduced exceptions and return item costs


Target Markets: eChecks

Recurring payments, returning users Utilities (gas, electric, water, waste management), insurance, car

payments, rent, mortgage

Entertainment sites

Subscriptions

Travel Airlines, Hotels, Car rentals,

Travel web sites (Expedia, Travelocity, Priceline, Orbitz, others)

Online ticketing integrators

Rent/mortgage/property management

Business-to-business invoice payments and Internet purchasing

Unless special, low-risk circumstances, avoid large average tickets (even in the B2B space)


Benefits when Marketed

Customer use of electronic bill payments is driven by several criteria (in priority order)*

1. Very proactive marketing of the service

Notices on the bill

Bill inserts

Trained CSRs informing users of the service

Mass advertising

Posting on the merchant’s web site

2. Payment types accepted (check, credit card, debit card)

3. Availability of recurring and one-time convenience payment options

* Source: Edgar, Dunn & Company analysis


Marketing Tactics

Electracash has landing pages, sales sheets and PDF files for

eChecks

Direct Deposit

Re-designing web site; will include statements about and links to resellers

Industry-specific/product-specific trade shows

Press releases

Developing an Electracash brochure

Launching a reseller campaign

Merchants may implement promotions to drive usage, especially at introduction of the service


Electracash Web Site Re-Design


Electracash Web Site Re-design


Features for Merchants

Offer flat rate and/or percentage fee structures, depending on type of business: based on

Industry segment

Transaction volume

Average transaction size

No hidden fees – all pricing established up front

NSF notification (usually in 3 or 4 days)

Daily distributions (after first five business days)

Outstanding customer and technical support

24/7 merchant technical support

LiveChat for merchant and customer support

Toll-free help desk phone numbers


Target Markets: Direct Deposit

Direct Deposit is the electronic (ACH) transfer of a payment from a company’s checking account into the checking and/or savings account of an individual or business.

Payroll

Expense reimbursement

Revenue sharing

Allows businesses to pay

Vendors

Partners

Shareholders

Employees

Electracash can disburse funds around the globe, and even divide payments among several different accounts and between different financial institutions.


Benefits of Direct Deposit

Reduces check preparation & bill payment costs

Lowers time and labor requirements associated with payments administration

Eliminates lost & stolen checks

Diminishes fraud due to lower potential for stolen and counterfeit checks

Decreases processing costs (companies report savings more than 40 cents in processing costs for each paper check converted into direct deposit)

Provides incentive and convenience for your employees with direct deposit of payroll (employees do not have to take time to deposit their checks)

Enhances reliability versus paper checks


eCheck Sales

Pricing, Core Points, FAQ’s


Online Inquiry Form


Qualifying the Prospect

Name: _________________________________________________________ Company: ______________________________________________________ Website: _______________________________________________________ How long in business: ____________________________________________ Type of business: ________________________________________________ _______________________________________________________________ How did you hear about us: _______________________________________ Phone: _________________________________ Email Address: ____________________________________ Transaction Volume: _______________ Ticket Price: ______________ Number of Returns: ________________ Current Rates: ______ Returns: _________ Monthly Fee: _________ Comments: ______________________________________________________________ Follow Up:


Pricing Schedule

All pricing in US Dollars

Attachment to Application/Agreement

Merchant must initial acceptance


Pricing Considerations

Application Fee: US V*

Application Fee: CANADA V*

Application Fee: INT'L V*

Set-up Fee V*Avg.

Tckt < $300

Avg. Tckt < $300

Avg. Tckt < $300

Avg. Tckt < $300

Avg. Tckt < $300

Avg. Tckt < $300

Base Fee

Calculator (Enter avg. tckt $ amt)

Final Fee (Trx fee +

10 bp)Base Fee


Final Fee (Trx fee + 9

bp)Base Fee


Final Fee (Trx fee +

8 bp)Base Fee



bp)Base Fee



bp)Base Fee



bp)

Standard < 25% recurring Y $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00

Recurring 25%+ recurring Y $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00

Adult Adult (No other fees apply) Y

MonthlyMonthly minimum fee (sales transactions only)

Transaction minimum Y**

Returns Y

Refunds Y

Redeposits Y**

Manual Refunds Y

Wire Transfers YCustomer Service Y

Y

< 25% recurring $0.35 (+10 bp) $0.35 $0.35 (+9 bp) $0.35 $0.35 (+8 bp) $0.35 $0.35 (+7 bp) $0.35 $0.35 (+6 bp) $0.35 $0.35 (+5 bp) $0.3525%+ recurring $0.35 (+10 bp) $0.35 $0.35 (+9 bp) $0.35 $0.35 (+8 bp) $0.35 $0.35 (+7 bp) $0.35 $0.35 (+6 bp) $0.35 $0.35 (+5 bp) $0.35

% Per Item Tot

Competitor Rate (enter info) $0.00

Avg Tckt > $300

Sales Transaction Pricing

Avg Tckt > $300 Avg Tckt > $300 Avg Tckt > $300 Avg Tckt > $300 Avg Tckt > $300

eChe

ck P

roce

ssin

g

(300-999 Trans/Month)

Initial One-Time Fees

Special Handling

(> 5,000 Trans/Month)

Penalty Fees

STANDARD PRICING MATRIX for eCheck & Direct Deposit (All

fees in $ US )

Direct Deposit (ACH) $0.65$0.75

ENTER AVERAGE TICKET AMOUNT

FOR AUTHENTICATION, ENTER % RECURRING HERE:

SuperSmall Very LargeMediumVery Small

( <25 Trans/Month) (25-99 Trans/Month) (100-299 Trans/Month)

Same as per tx Same as per txSame as per tx Same as per tx

$0.50

Same as per txSame as per tx

Large

(1,000-4,999 Trans/Month)

Enter average ticket size in tan box below; light yellow box under appropriate merchant-size column will reflect calculation of debit sales fee charge to merchant.

$1.50 $1.25 $1.00


Hold Backs and Exposure Limits

Deferred Contingencies (aka “Hold Backs”)

Calculated based on estimated ACH activity per merchant Generally 5% of sales volume held back each month, until total hold back is approximately

equivalent to one month of ACH sales volume; can be higher or lower, depending on returns history of merchant

Funding options include Letter of Credit or cash deposit

Contractually required by processing banks (we have risk with window of liability)

Required to ensure all monies paid out ultimately clear without payor contention or merchant financial problems

Released within 180 days of final disbursement (usually after 60 days)

Exposure Limits

Exposure limits are designed to thwart attempts at fraud

Exposure limits are calculated on a per merchant basis: Highest volume conducted over a four-day period (to account for volume peaks)

A reasonable percentage of estimated uncollected items at any one time

Portfolio monitoring to flag us when merchant approaching limit; our action is to apprise merchant and assess whether increase is required


Frequently Asked Questions

From the merchant’s perspective:

What is ACH?

When do funds arrive in my account?

How quickly am I notified of NSF’s?

Do you have online reporting?

Why do I have to pay an application fee? Your pricing is too high.

Why do I have to pay basis points rather than a fixed per transaction fee?

What is a hold back, and what does it mean to me?


Electracash Operations

Boarding, Merchant Technical Support, Merchant Customer Support, Payor/Consumer Help Desk


Canadian Item Handling


Canadian Item Handling

MANAGED ACH MERCHANTS Managed ACH Merchants will receive an authorization receipt after successfully completing the transaction. An authorization form is present on the receipt page which the customer can download and fax to Electracash. Electracash must receive the completed authorization form within 3 days of the transaction. The transaction will be placed on hold status until the completed authorization form is received. Upon receipt of the authorization form, Electracash will immediately issue the transaction to the specified financial institution for debiting.

VIRTUAL TERMINAL MERCHANTSVirtual Terminal Merchants submit transaction requests via (for example) a call center to the Electracash Virtual Terminal Interface. Merchants must provide their customers the authorization form to complete and fax to Electracash within 3 days of the transaction. The transaction will be placed on hold status until the completed authorization form is received. Upon receipt of the authorization form, Electracash will immediately issue the transaction to the specified financial institution for debiting.

ACH GATEWAY MERCHANTSACH Gateway Merchants submit batch transaction requests to the Electracash ACH Gateway. Upon receipt of the transaction requests, the ACH Gateway will return to the merchant an approved response pending receipt of the Canadian Authorization Form. The merchant must provide the customer an authorization form that must be completed and faxed to Electracash within 3 days of the transaction. The transaction will be placed on hold status until the completed authorization form is received. Upon receipt of the authorization form, Electracash will immediately issue the transaction to the specified financial institution for debiting.


Canadian Customer Auth Form

Dear Canadian Consumer: All online check processors are required by the Canadian Payments Association to receive written authorization from any Payor prior to processing an online check transaction completely. This is called a Pre-Authorized Debit (“PAD”) form. Your online check will be not be processed until we receive this completed form with your signature, as well as a blank, VOIDED check. If you have questions about this form, please contact Electracash’s Customer Service Department at 1-800-444-6952.


Administrative Areas


Account Admininistration

Once you have entered in your username and password you will be brought to the main menu

Electracash Administration: www.electracash.com/admin


Customer Service


Help Desk: Search

The consumer helpdesk enables merchants to manage their customer’s transactions: cancel subscriptions, void transactions, and refund transactions.

“View Open Tickets” Directs you to the Help Desk“Customer Search” Brings you back to Screen 1Below you see what tickets you have open. If there are none it appears as No Open TicketsYou may locate customer’s detailed information using one of the following:1. Reference number2. Customer ID # (Reg E- Pin)3. Bank account number 4. First and Last name5. E-mail address Click [Search] or hit [Enter]

Electracash Help Desk: www.electracash.com/cs


Help Desk: Search

Search any customer by:

Reference number (Sale ID)

Customer ID

Last 5 digits of the A/C number

First name

Last name

Email

On the left top frame, you can view the open tickets.

In the left bottom frame, a list of all the tickets opened by you are displayed.


Help Desk: Creating a Ticket

After you search for the customer, the details are displayed.

You can view the previous customer service history for a particular customer or else create a new ticket to process a refund.

You cannot process anything before you create a ticket on the customer.

Select a Ticket by clicking Create Ticket


Help Desk: Creating a Ticket


Help Desk: Customer History

Customer Service History will allow you to view notes by representatives or those the system has logged previously. Every time someone’s information is accessed, it is logged here. You can also access it from Screen 2 by clicking Customer Service History.


Help Desk: Transaction Status

The transaction status is displayed. If the transaction has not been batched (still not sent to the bank), then a link is provided to keep the transaction on hold. This voids the transaction and moves it to the incomplete transaction history in the system.


Help Desk: Password Lookup

You can also look up the password and user name from the Subscription History Screen. Click Password Management and you will see the following screen. From here you can change or email the password. Be sure to click [Submit]

If there is no Password Management link then we do not handle the passwords for the site.

Passwords are CaPs SeNsItIvE.


Help Desk: Transaction History

Transaction History will show all transactions made through Electracash, and the status of those transactions. The earliest date is when the first charge was made. It will indicate when the service was subscribed to. If there is recurring billing, it will be initiated at midnight. The customer will not see charges right away; it may take a few days. Therefore it will have a different date on their statement.


Help Desk: Issuing Refunds

To Issue a Refund, select Issue Refund on the specific transaction you would like to refund. You will see this screen. You may click Close to close the ticket out as soon as you submit. At that time Click [Submit] or hit [Enter].

When a transaction appears as “uncollected,” we have not yet received the payment from the bank. Even though the customer has seen it clear on their statement, the payment hasn’t made it to us yet. Often times it is necessary to refund a customer when it is still showing as uncollected.


Help Desk: Issuing Refunds

Issuing partial and full refunds:

To work on the ticket later, check in the ticket, so that you can check out the ticket again.

When finished working on the ticket, close the ticket.

Once the ticket is closed, you cannot work on it, so you have to create new ticket.


Merchant Support


Merchant Admin: Reports

The Reports link in the main menu will take you to the different reporting options that Electracash offers.


Merchant Admin: Reports

Sales Reports provide real-time reporting of the transactions processed to date.

Pull this report by deposit date or transaction time.

Reports by deposit date give transactions that have been sent out to ACH.

Reports by transaction time are pulled according to the transaction date/time entered into the search fields.


Merchant Admin: Sales Report/Deposit Date

Payout reports will give you the amount of your payout on a specific date as well as the transaction and fee detail to support the payout amount.


Merchant Admin: Payout Report

Payout reports will give you the amount of your payout on a specific date as well as the transaction and fee detail to support the payout amount. To get the detail of the payout you will click on the date link.


Merchant Admin: Payout Detail

The payout is then broken down into detail of Sales, Fees, Holdback Deposits (reserves), Returns, and minimum balance. Each of these breakdowns also has a link to the supporting detail so that you can see exactly what is making up the figures for each category.


Merchant Admin: Subscriptions

Electracash gives you the option to be able to pull active and inactive subscriptions. The active subscription report will give you basic subscription details on your current active members.


Merchant Admin: Inactive Subscriptions

The inactive subscription report will give you the customer’s name, cancel date, and email address. This is useful if you would like to send an email offer to a former customer to rejoin your site.


Merchant Admin: Manage Websites

Manage Websites section enables merchants to set up their site profiles; Merchants can modify their sites.

For merchants not web-based, the site information is the company name, and is still used to set up the account for processing, with subsequent product or products attached to each site/company. Ex: For web-based

Site: www.abcshoes.com Product: one time billing $50.00

Ex: For non- web-based: Site: ABC Shoes, Inc. Product: one time billing $50.00


Merchant Admin: Site Management

Site name- What you want your website to be called in our system.Site URL- The URL that links us to your website.Content Section URL- The URL you want your customer’s to be redirected to after the transaction is completed. Technical Contact Email- The email address you want to be contacted at or Technical issues.Customer Service Email- This is the email address you want to be contacted at for Customer Service Issues.Order Notification Email- This is the email address you want to be contacted at for transaction notification. (optional)Declined Transaction Redirect- The URL that you want your customers to be redirected to so that you can request another form of payment.

Once this information is entered, click the add site button. Your site will then be issued a site id that is required for processing on most integration options.


Merchant Admin: Manage Products

Manage products: Select the site that the product is associated with and click Choose Site.

Option to add, modify, or inactivate a product.

Add, click the corresponding product type. We offer several different setup types for products.

Standard Product- This is a one time billing product.

Recurring Product non-password managed ( you will set the recurring rules)

Add Password Managed Product requires a username/ password to access your sites. Recurring or non-recurring( you will set the values).


Merchant Admin: Add Product

When finished, click the add product button. At this point the product will be assigned a product ID. This product ID is required for most of the Electracash integrations.


Merchant Admin: Add Recurring Product

To add a recurring product that is not password managed, click the button for Add Recurring Product (Not Password Managed) and then click the button for Choose product/function. You will then be prompted to

enter in the description of the product, the price of the product, and your desired recurring rules.

Once you have entered in the information needed, click the add product button. Your product will then be assigned a product id.


Merchant Admin: Profile

The Merchant profile section allows merchants to modify their contact information with Electracash. They are also able to change their Merchant Administration password. Once the changes are complete, click Update Profile.


Returns Handling

No notification to merchant of NSF in advance of re-presentment (“redeposit”). Redeposit NSF twice per item (unless the merchant elects to turn off

redeposits).

Redeposits currently on 1st and 15th (item > 6 days in redeposit state).

If again returned as NSF, no further action

Return rates vary widely by industry. We collect on NSF’s at approximately 30%.

There are no collection rates on other types of returns, such transactions are non-representable.

If the merchant can subsequently obtain a good account number from the customer, the transaction is re-entered as a new transaction.

Checks have a 60 day liability for unauthorized Some state laws give up to seven years

Notify of NSF and invalid account transaction in 3 days, at minimum


Electracash Underwriting


Underwriting Requirements

We send an application with contract, pricing schedule, and EFT authorization form

Merchant must return: Completed application, with signature (4 pages)

Accompanying required documents (choice of documents offered)

Pricing schedule, with acceptance initialed

Signed contract (5 pages)

Completed EFT form

Voided check

We do have available, as needed: Combined Direct Deposit Agreement and Application

Standalone agreements and applications for eChecks and Direct Deposit

Merchant set-up form is filled out by or with merchant, in preparation for boarding


Underwriting: Application


Underwriting: EFT Authorization

Attachment to Application/Agreement

Merchant must sign

Used to initiate application fee

Requires a voided check


Sources for Underwriting

Better Business Bureau

Federal Trade Commission

Internet search

Credit bureaus (Equifax, Experian, others)

Small business

Corporate

Personal

International


Merchant Boarding


Merchant Boarding, p. 2


Reseller Network


Reseller: Support Points

Value added service that expands portfolio in a wide open market – no more competing with thousands of others just to shift share. Significant opportunity to make money!

Competitive and flexible compensation – includes buy rates and commissions

Paid monthly, promptly with detailed accounting: Online access to Multi-tiered (drill down) tracking and reporting

Sales education and tools

High retention rates and customer satisfaction

Streamlined application process with fast approval and setup, plus high approval rates

Special pricing for customers negotiable

Direct deposit of funds

No software or reporting fees, no merchant setup fees

Daily settlement to the merchant


Reseller Program

URL links for Reseller web sites that automatically populate the Affiliate number in our inquiry form/Salesforce

eCheck and Direct Deposit sales sheets/PDF files

EC brochure underway

Online status reporting – by merchant, by reseller (development underway)

For bigger Resellers, may co-sponsor print advertising

Reseller section on new website, with access to all relevant documents and information

Training materials addressing marketing, sales, underwriting requirements, pricing considerations, and operational support


Affiliate Management


Affiliate Reporting: Lead Status


Affiliate Online Activity Reporting


Technology


Security

Completely redundant Internet connections, database and web

servers

128-bit SSL encryption

Password-managed sites

Secure sites for transaction capture capability on both

electracash.com and electracash.net

Anything we have can be put behind SSL quickly

Meets all US and Canadian federal regulations

Meets all NACHA banking and data security requirements


Technology Considerations

Technology Escalation Procedures: Memphis Merchant Support: 901-684-6266 or 877-684-6266

Michelle Mynatt is first point of contact 24/7 – Memphis x 301

Gets escalated from her to support developer (not 24/7, but we will support large customer needs)

Procedures for service interruptions: TBD. Starting point:

If it’s on our side, first point of contact is Kenny Sessions (24/7) – Memphis, x 307

In the end, Mike Hoffmeyer, CTO, is “The buck stops here” guy – Memphis, x 310


Points of Contact

Merchant Sales

Merchant Support (customer service, e.g., billing)

Merchant technical support

After hours (24/7)

Customer Support Help Desk (payer/consumer)

Day-to-day support/decisions between Electracash and Reseller

Pricing plan

Reseller performance

Anything else

Tammi Haney x-111Megan Mattheson x-112

562-304-7878: Diane Bircher x-204 Supervisor: Debi Yoachum X-100

901-684-6266Michelle Mynatt x-301

800-444-6952

Jody Hancock:562-498-6888 x-106

Jody Hancock

Jody Hancock

Jody Hancock

Electracash

Signal Hill: 562-498-6888

Memphis: 901-684-0348

merchant training on administration and consumer helpdesk (ppt)

Documents

electracash electracash

electracash hosts

business corporate

checking account transactions

echeck transactions

transaction basis business

aapcertified electracash

internet echeck training