ProtoBase Suite 6.01.06: ProtoBase UI On Line Training Sections 7 and 8: Transaction Search Help From ProtoBase and Bomgar Next

ProtoBase Suite 6.01.06: ProtoBase UI Created by: Elavon Training Department Back Next 7. Transaction(s) Search

Transaction(s) Search The purpose of this section is to walk through the complete process of searching for a transaction in ProtoBase. From time to time every merchant has a need to search and find a specific transaction in order to resolve customer disputes over charges, and find supporting data for research related to charges / refunds for specific past and present transactions. There are three types of searches. Search of Active Database (current transactions not deposited) Search of Authorized Only Database (Transactions authorized only and not “cashed” out). Search for transaction(s) in the History Database (transactions from past batches). Back Next 3

Transaction(s) Search Instructions Click on Binoculars ICON at the upper left of the window. Select Location from the Dropdown menu. NOTE: Select location. If not sure, select “All Locations” Back Next 4

Transaction(s) Search Instructions A window will display showing all searchable fields. It is recommended searching by the “indexed fields” (which are the first six fields) framed at the top of the search window. Try searching using one or two fields.  By limiting the number of search fields, you avoid the possibility of errors that will keep you from locating the transaction successfully.  Specifically, enter in the last four digits of the credit card number in the “Account / Last Four” field. To search the Active Database containing transactions that are waiting to be settled, simply press the “Search” button at the bottom of the window Back Next 5

Transaction(s) Search Instructions To search the Auth Only Database containing transactions that are authorized only, and are NOT ready to settle, simply find the field on the left that is titled Tran Type, and select the Auth option from the dropdown menu. Press Search NOTE: All other fields may be populated the same as instructed on the previous slide. Back Next 6

Transaction(s) Search Instructions The upper window will contain a list of all cards ending in 4242 that are located in the selected Database. Each transaction in the Search Results window is a hyper link. Single click on the transaction line (anywhere) and transaction detail will display for the transaction chosen. Lower window. Back Next 7

Transaction(s) Search Searching History To search the history database, which contains transactions already settled, enter last four digits of the credit card number (as before). Click on Search History Box. Select the month, or range of months, using the drop-down menu at the bottom of the window.   Press “Search” button at the bottom of the window Back Next 8

Transaction(s) Search Searching History A Window displays search results as before. Again, click anywhere on the Search Results Transaction in question to view Transaction details. Back Next 9

ProtoBase Suite 6.01.06: ProtoBase UI Created by: Elavon Training Department Back Next 8. Help From ProtoBase and Bomgar

Help From ProtoBase and Bomgar Occasionally our customers need direct assistance with troubleshooting problems in Protobase or researching day to day operational issues with credit cards.  The purpose of this video is to show you how to create a link to the internet that will allow Protobase technicians to remotely connect to your server, or workstation, to assist with finding a resolution.  There are two applications that allow our technicians to remotely connect through the Internet     1. Go-To-Assist: designed for all sites that allow internet access 2. Bomgar: designed only for IHG sites The following instructions explain how to create a desktop shortcut that will allow Protobase technicians to remotely connect to your server, or workstation, using one of these applications . Back Next

Help From ProtoBase and Bomgar Instructions Help From Protobase and Bomgar Right Click on your desktop From Menu, select New and then Shortcut Create Shortcut window will open (Click Here). Type the location: www.protobase.com/support or if you are an IHG site, type in www.remote.ihg.com Click Next www.protobase.com/supportt or www.remote.ihg.com (for IHG) Next Back Next

Help From ProtoBase and Bomgar Instructions Help From Protobase and Bomgar A new window will display (at top). Type Name of Shortcut: Help From Protobase or Bomgar if an IHG site Click Finish Short Cuts Appropriate shortcut will appear on the desktop. First Slide Back