exception management - positive payexception management - positive pay june 2019 title exception...

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User Guide

Exception Management - Positive Pay

June 2019

Exception Management – Positive Pay

Published: June 2019 i

Disclaimer

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© Copyright. HSBC Group 2019 ALL RIGHTS RESERVED.


Published: June 2019 ii

Contents Disclaimer ........................................................................................................................................... i

About Positive Pay ........................................................................................................................... 1

What is Positive Pay? ...................................................................................................................1

Before you begin ........................................................................................................................................................ 1

Entitling Users ................................................................................................................................... 2

Using Positive Pay Service .............................................................................................................. 9

Managing Exceptions ...................................................................................................................9

Complete transaction ............................................................................................................................................... 11

View Transaction ...................................................................................................................................................... 16

View Image ............................................................................................................................................................... 16

Complete all transactions ......................................................................................................................................... 16

Decisions Pending Authorisation ................................................................................................ 18

Decisions Pending Adjustment ................................................................................................... 19

Session Timeout ....................................................................................................................................................... 20

Change Account Settings .............................................................................................................. 21

Positive Pay Alerts .......................................................................................................................... 23

Creating Scheduled Alerts .......................................................................................................... 23

Creating Authorisation Alerts ................................................................................................................................... 23

Creating Notification Alerts ...................................................................................................................................... 26

Scheduled Alerts ........................................................................................................................ 29

Viewing My Alerts ...................................................................................................................... 30

Deleting Alerts ............................................................................................................................ 32

Using Message Centre ................................................................................................................... 33

Account Services Activity Log ...................................................................................................... 36

Log – Statuses .......................................................................................................................................................... 37

Quick Tips ................................................................................................................................................................. 38


Published: June 2019 1

About Positive Pay

What is Positive Pay? Positive Pay is an efficient and valuable service to reduce the potential for cheque fraud. A cheque issue file must be sent to HSBC prior to the disbursement of cheques by a business. The cheque issue file is matched against cheques presented to HSBC for payment, by validating the account number, serial number, and amount. Potentially fraudulent alterations are identified at an early stage, significantly reducing the risk of an attempted fraud being successful.

Before you begin Before you can use the Positive Pay service, your System Administrator must first entitle you to the Positive Pay services. For information refer to the section on Entitling Users in this guide.



Entitling Users

As a System Administrator, assign the following Positive Pay-related entitlements to the User:

• Exception Management – Positive Pay

• Account Services Activity Log

• Customer Alerts

• Image Retrieval

• Message Centre

To do so complete the following steps:

1. Choose Modify User Access Level under the User Management service under the User and Account Management tab.

User Management Service—Modify User Access Level option

2. Authenticate yourself with your Security Device.

3. Select the User from the search results page by choosing the username.

Search Results page

4. On the Access Control page that appears, select the arrow beside the Exception Management—Positive Pay link.



Access Control Page

5. On the Exception Management – Positive Pay entitlement page, entitle the User to any or all accounts by selecting the desired checkboxes. Your options are:

• Enquire

• Create

• Authorise

• Sole Message Control (Only enabled if your organisation has subscribed to this service), and

• Change Account Settings

Choose Confirm when finished to return to the Access Control page.



Exception Management - Positive Pay entitlement page

6. Next, select the Customer Alerts link in the General Services Section. The Customer Alerts entitlement page appears. Select both checkboxes and choose Confirm to return to the Access Control page.

Customer Alerts Entitlement

7. Next, select the Account Services Activity Log link in the General Services Section. The Activity Log entitlement page appears. Select the Allowed checkbox and select Confirm to return to the Access Control page.

Account Services Activity Log entitlement

8. Similarly, choose Current account – Image Retrieval to entitle the User to view cheque images.



Image Retrieval Entitlement

9. Choose each of the three Message Centre entitlements and complete the entitlements as shown in the previous steps. Your options are:

• Message Centre – Cheque Enquiry

Entitlement to this service allows you to perform a cheque transaction search.

Message Centre - Cheque Enquiry Entitlement

• Message Centre Cheque Issue Service

Entitlement to this service allows you to send to the Bank details of cheques that you have issued from your US, Canada, or Mexico accounts to support fraud deterrent solutions. Set the Daily Authorisation limit (total value of Cheque Issue Services that the User can authorise across all accounts in a single day) or the Transaction limit (maximum amount the User can authorise per transaction for that account).



Message Centre – Cheque Issue Service Entitlement

• Message Centre – Cheque Void Service

Entitlement to this service allows you to send requests to the Bank to mark a specific cheque serial number or range of serial numbers as void in the Account Reconciliation system. Set the Daily Authorisation limit (total value of Cheque Void Services that the User can authorise across all accounts in a single day) or the Transaction limit (maximum amount the User can authorise per transaction for that account).



Message Centre – Cheque Void Service Entitlement

10. Select Proceed at the bottom of the Access Control page. The Access Control – Details page appears showing details before and after the entitlement. Choose Submit to process the changes.

Access Level – Details page



11. An acknowledgement confirms your action.

Entitlement submission acknowledgement

If your company uses Dual Management Control, a second System Administrator must authorise the entitlements before they are available to the User.

For a detailed explanation on setting up User entitlements refer to the section on Entitling HSBCnet Users in the System Administration: User Entitlement user guide.



Using Positive Pay Service

Access the Exception Management service under the Exception Management tab (default location)

Managing Exceptions Use the Quick Filter to define specific criteria to search for Positive Pay eligible transactions. You can do this by selecting Positive Pay in the Service type field. Choose Search to view the Search Results. Optionally, you can save this search as your default by selecting Save this search as your default in the Quick Filter.

Note: The Exception Management service only displays a maximum of 10 accounts. To view a complete summary of accounts, select Open more.

The Exception Management search result displays a list of accounts and their titles along with information about:

• Exception count – A complete count of all exceptions for the account

• #Needing decisions – A count of exceptions awaiting your decision to complete the item (pay, return, or request adjustment of the cheque)

• #Pending authorisation – A count of exceptions which have been completed and require authorisation to be processed, and

• #Pending adjustment – A count of exceptions on which you have requested an adjustment of the cheque.

Numbers displayed under each of the above columns represent pending actions. To act on any of the pending items, choose the arrow beside the number in any column beside an account number.

Exception Management service

If you selected Open more, the Summary view appears. Use the quick filter on this page to quickly locate the desired account based on select criteria. Use the pagination feature to move from page to page. You can also print or download the summary in PDF or Excel formats using the icons on the page.



Exception Management – Summary view

In the Summary page, choose the Account number link of an account to access the Transaction summary. Alternatively, select an arrow beside a number under any column to access the items that need that specific decision. The Transaction Summary page appears. You can:

• Use the Quick filter to refine the list of exceptions based on certain criteria

• Customise the columns of data displayed using the Edit my view section. You can arrange the columns by dragging and dropping them in any desired order/sequence. You can also hide and show columns by selecting their respective check box.

• In the Transaction Summary section, choose the action arrow beside a cheque number and select an action from the available list. Your options are to complete transaction, View transaction, or View image depending on the type of exception.

• Use the icons on the Transaction summary bar to download or print the details in PDF or Excel formats, and

• Choose Complete all transactions on the bottom of the Transaction summary page to process transactions in a queue.



Transaction Summary page

Complete transaction If you selected complete transaction from the available action options for a specific cheque, the Transaction processing page appears displaying the Account details, Transaction details and Transaction history. From this page you can choose to:

• Pay the cheque

• Return the cheque

• View an image of the cheque

• Release the exception item, or

• Request adjustment



Complete transaction – Transaction processing page

Pay the cheque

Choose Pay if you have decided to pay the cheque in the amount indicated on the page. A window appears requiring you to confirm your decision. Select OK to proceed.

An acknowledgment confirms your action.

Acknowledgement



Return the cheque

Choose Return if you have decided to reject the payment and have the cheque returned. When selecting Return, you are required to specify a reason for the return. Use the available options in the Return reason drop down list. Your choices are:

• Altered payee,

• Fraud,

• Non HSBC,

• Refer to maker, and

• Stop payment.

Return Cheque

A window appears requiring you to confirm your decision. Choose OK to proceed.


Acknowledgement



View an image of the cheque

You must be entitled to the Image Retrieval service for this account to access the image. Select View image to view an image of the front and back of the cheque. If there is no image in the archive, a message appears informing you of that fact. The View image button is only available for the day the exception is processed or presented to you. On the day the exception is presented, viewing the image will not incur any charges. However, any future retrievals of the image, standard cheque image retrieval fees will apply.

Cheque Image

Release the transaction

When you access an exception item in the Summary page, the item is locked to prevent multiple Users from taking action on that item at the same time. Choose Release to unlock the exception item and return to the summary page. A window appears requiring you to confirm your decision. Select OK to proceed.


Acknowledgement



Request Adjustment

Choose Request Adjustment if you wish to adjust the cheque number of an exception item. Specify a new cheque number in the adjusted cheque number field before choosing Request Adjustment.

Request adjustment

A window appears requiring you to confirm your decision. Select OK to proceed.

Confirmation window


Acknowledgement



View Transaction If you selected View transaction from the Transaction summary section of an account, the Transaction details page appears displaying the Account details, Transaction details and Transaction history. Optionally, you can also view an image of the cheque from this page.

Transaction details page

View Image If you selected View image from the Transaction summary section of an account, the Transaction details page appears displaying the Account details, Transaction details and Transaction history. Optionally, you can also view an image of the cheque from this page.

Complete all transactions To complete all transactions one at a time, choose Complete all transactions.

Transaction Summary



The Transaction Processing Queue appears displaying details of the first in the list of exceptions awaiting your decision. You can Pay, Return or Correct the transaction.

If you decide to Pay a transaction, you must confirm this before the payment is processed. If you decide to Return the transaction, choose a reason for the return from the available drop-down list. To view an image of the cheque, choose View image.

Transaction Processing Queue

If you decide to exit from the queue and unlock the remaining exception items, a message confirms your action after you choose Exit from queue.

Exit confirmation

If you wish, you can skip to the next transaction in the queue without taking any action on this transaction by selecting Skip. Choose Ok in the confirmation window to access the next transaction in the queue. All Skip actions are logged in the transaction history.



Decisions Pending Authorisation To authorise a pending transaction, select Authorise/Reject option in the Action column of the respective cheque number. The transaction details page appears.

Transaction Summary – Decisions Pending authorisation

Review the details and select Authorise at the bottom of the page. An acknowledgement confirms your action.

Transaction details



Decisions Pending Adjustment To authorise a pending transaction, select the arrow in the pending adjustment column for a specific account.

Exception Management—Pending adjustment link

The transaction summary page appears displaying a list of adjustment requests already approved by the User and waiting to be processed by the Bank.

Pending Adjustment—Transaction Summary

Select View transaction to view transaction details. Select View Image (if available) to view the image of the cheque.

Transaction details



Session Timeout After five minutes of inactivity, a timeout message appears giving you the option to either continue working on the current exception item or release it and return to the summary page.

Session Timeout message



Change Account Settings

In the Exception Management service, choose Change account settings to define minimum threshold levels for transactions.

Exception Management Service – Change account settings button

After you choose Change account settings, the Exception Management - Account settings page appears listing a summary of accounts along with their titles, Default decision, Minimum threshold levels and Service type.

Exception Management – Summary list of accounts

Note: Minimum threshold level fields become available after you select the Account check box in the first column

To change the minimum threshold level of an account, select the check box and enter a new threshold amount. Repeat the same for any other account settings you wish to change.

Choose Submit when finished. A confirmation page appears informing you that all changes to the account would be effective the next business day. Select Confirm to proceed.



Confirmation page

An acknowledgement confirms your action.

Acknowledgment



Positive Pay Alerts

Creating Scheduled Alerts The Create Scheduled Alerts service allows you to create Positive Pay alerts which are triggered upon the occurrence of certain events. You, and your specified recipients, can receive these alerts through e-mail notifications or the on-screen Alerts service within HSBCnet.

Note: Positive Pay Alerts is an optional service.

Creating Authorisation Alerts Positive Pay authorisation alerts notify the recipient User of any new transactions requiring authorisation for the selected accounts in the alert criteria (accounts with Positive Pay exceptions). This alert type sends an e-mail alert to the recipient when a transaction is placed in one of the following statuses:

• Pending Authorisation Paid

• Pending Authorisation Returned, and

• Pending Authorisation Adjustment

To create a Positive Pay—Authorisation alert, complete the following steps:

1. Access the Create Scheduled Alerts service under the Customer Alerting tab. Select Positive Pay – Authorisation alerts in the Alert category and activity. Choose Go to continue.

Create Scheduled Alerts service

2. The Customer Alerting—Create Alert page appears. Complete the mandatory fields and select Apply and next.



Create Alert page

3. Next, select Apply and next to proceed. The Create Alert Account Selection page appears. Choose the desired accounts and select Apply and next. When selecting accounts,

• If Specific account(s) option is selected, use the account selection boxes to specify which accounts to include in the alert criteria.

• If All option is selected, the account selection boxes are not available and all accounts that the User is entitled to will be included in the alert criteria.

Account Selection page

4. Next select the recipients (maximum 6) for this alert by selecting their respective checkboxes and then choosing Select. In the Channel Selection section, select the e-mail to be used to alert the recipients. Choose Submit to create the alert.



Recipient Selection page

5. The Alert Creation confirmation page appears. Review the details of the new scheduled alert and select Confirm to proceed.

Alert Creation Confirmation page




Alert Creation Acknowledgment

Creating Notification Alerts Positive Pay notification alerts notify you, as a recipient User, of any new exception items requiring a decision for the selected accounts in the alert criteria (accounts with Positive Pay exceptions). It is a convenient means for you to check for any pending exception items without logging on to HSBCnet as the alerts are sent to your e-mail address.

To create a Positive Pay—Notification alert, complete the following steps:

1. Access the Create Scheduled Alerts service under the Customer Alerting tab. Select Positive Pay – Notification alerts in the Alert category and activity. Select Go to continue.

Create Scheduled Alerts service

2. The Customer Alerting—Create Alert page appears. Complete the mandatory fields and choose Apply and next.

Note: When creating a notification alert, the User can specify Morning communications or Deadline approaching or both. E-mail alerts are not sent on non-business days.

• Positive Pay morning communication alert (alerts you if you have exceptions to review)

• Positive Pay deadline approaching alert (alerts you if you still have items that need decisions), and

• Positive Pay authorisation alert (authorisation alerts are triggered when any exceptions are in the pending authorisation status (Paid, Return or Adjustment)



Create Alert page

3. Next, choose Apply and next to proceed. The Create Alert Account Selection page appears. Select the desired accounts and choose Apply and next. When selecting accounts,

• If Specific account(s) option is selected, use the account selection boxes to specify which accounts to include in the alert criteria.

• If All option is selected, the account selection boxes are not available and all accounts that the User is entitled to will be included in the alert criteria.

Account Selection page

4. Next select the recipients (maximum 6) for this alert by selecting their respective checkboxes and then selecting Select. In the Channel Selection section, choose the e-mail to be used to alert the recipients. Select Submit to create the alert.



Recipient Selection page

5. The Alert Creation confirmation page appears. Review the details of the new scheduled alert and select Confirm to proceed.

Alert Creation Confirmation page




Alert Acknowledgement page

Scheduled Alerts The scheduled alerts summary service provides information on the number of alerts scheduled against each alert category. Choose the Positive Pay link to display the Positive Pay scheduled alerts summary.

Scheduled Alerts service

You can manage the scheduled alerts on this page by choosing to Change or Delete the selected alerts.



Scheduled Positive Pay alerts

Viewing My Alerts If you have been designated as a recipient for Positive Pay alerts, you can view triggered alerts in the My Alerts service. By default, the My Alerts service appears under its own tab once you have been entitled to it displaying a list of alerts of all categories. Select the Edit service to filter the results.

My Alerts service

In the Edit page, choose Positive Pay under the Service to display field. Choose Apply to apply your filter criteria.

My Alerts Edit service

To view details of a specific alert’s rule/parameters, select the Alert name link of that alert in the My Alerts service. The My Alerts—Alert details page appears.

To view details of the activity/transaction which triggered the alert, choose Received date/time.



My Alerts Summary page

The Customer Alerting—My Alerts details page appears displaying the alert details.

My Alerts—Alert details



Deleting Alerts To delete an alert, select the check box for that specific alert and select Delete.

Deleting an alert

A confirmation page appears requiring you to confirm the deletion.

Alert deletion confirmation


Alert deletion acknowledgment



Using Message Centre

Use the Message Centre service to create and submit cheque add issuance and cheque void issuance requests to the Bank. To create a message, complete the following steps:

1. Access the Message Centre service from the Message Centre tab.

2. In the Recent messages - Inbox, choose Create message.

Message Centre service – Create message button

3. The Create message page appears. Select an option from the drop-down lists of the three fields. Mandatory fields are marked with an asterisk (*). The available options are:

• Location: Select US United States.

• Account number: Select an account number from the available list.

• Category: Choose Cheque services.

• Message type: The available message types are determined by the selection you make in the Category field. Your options for Cheque services category are: Cheque add issuance, Cheque enquiry, and Cheque void issuance , and

• Select Continue to submit your selection.

Message Centre—Select message type and account – Cheque services category

4. The Enter message details and description page appears displaying the Cheque service category and Message type you selected. In the Message Creation page, complete the required information. Mandatory fields are marked with an asterisk (*). To receive an e-mail alert when an update is available select the Email checkbox.



Message Creation: Enter message details and description – Cheque add issuance (example)

5. Select Continue. The Review and submit page displays a summary allowing you to verify the request.

6. Select Submit after reviewing the summary. Optionally, choose Cancel to cancel the message.

Message Creation: Review and Submit page – Cheque add issuance (example)

7. Your message has now been created and an acknowledgment confirms your action. The Message status is updated to indicate the current status of the request.

Note: If you are entitled to Sole Message Control, this service request is authorised automatically. If your company follows dual authorisation, the status of your request is Pending authorisation and requires further authorisation before it can be sent to the Bank for processing.



Message Creation: Submission Acknowledgement

Note: The above steps serve as an example of how to create and send a message to the Bank. These steps may vary slightly depending on the Location, Account, Category and Message type.



Account Services Activity Log

You can check if the Bank received your Exception decisions using the Account Services Activity Log service. An Account Services Activity Log entitles you to view activities performed by both yourself and others so that you can monitor processing activity.

1. Access the Account Services Activity Log service from the User and Account Management tab.

2. Enter an activity date indicating when the file was uploaded or leave it blank. An activity date is optional. If the date field is left blank, the system assumes ‘today’ for the latest activity date.

3. Choose Exception Management from Activity type and choose View Summary.

Account Services Activity Log service

4. The Activity Log Summary appears listing all Positive Pay and Retail Lockbox related activities transacted by all Users in your organisation. In the Activity Log Filter, choose Positive pay in the Instruction type, then select View summary. The summary now displays all Positive Pay related activities. Choose a link in the Activity date/time column.

Activity Log Filter

5. Review results by the date the activity occurred. Optionally, choose a column heading to sort results differently. Selecting the Activity date/time link shows the Activity Log details page



Activity Details

Log – Statuses The following is a list of Positive Pay statuses:

• Decision Required

• Pending Authorisation (Paid)

• Pending Authorisation (Returned)

• Pending Authorisation (Pending Adjustment)

• Paid

• Returned

• Pending Adjustment

• Paid by Default (Below Threshold)

• Paid by Default (Cut off Passed)

• Returned by Default (Cut off Passed)

• Returned by Default (Debit Block)

• Corrected, and

• Cheque Number Changed



Quick Tips 1. View Image button will be seen only on the processed date. After the processed date, if the cheque needs to

be viewed, the user needs to go to Image Retrieval service.

2. Embedded service displays only 10 records. Use Open More button if you have more than 10 records.

3. To see the Inactivity pop up window after 5 minutes on Transaction processing, your browser should have pop-ups enabled.

4. To View transactions, use the View Transaction hyperlink. Complete Transaction and Complete Transactions in this view hyperlinks should be used only when you need to work on the transaction as otherwise the transaction will be locked for seven minutes.

5. Complete Transactions in this View” button will be shown on the Transaction Summary page only when there are transactions in Decision Required or Pending Authorisation status.

6. On selecting the Complete Transaction, Transaction Processing screen is opened. If the User selects on the close icon (“X” checkmark on the top right corner) in this screen, the window closes and this particular transaction is locked out for 5 minutes. This transaction will reappear in the Transaction Summary view for decision-making after 5 minutes.

7. Only Cut-off Date/Time will be shown in the Account set up local time.

8. Default Settings will only be available for view only purposes.

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