HSBC Connected Application & Add On

Training Module

INTERNALConfidential for Internal Use Only

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Access Levels

Store StaffWhat you can access:

• Input application• Input Add-On Sales Voucher• Change & Delete Sales Voucher details prior to settlement• Input and Process Credit Vouchers• Retrieve instore and apply from home applications• Change your own password for login

HSBC Connected will have different access levels for different Users:

Group AdministratorWhat you can access:

• Application Manager for all stores within the group• Change & Delete Sales Voucher details prior to settlement• Retrieve instore and apply from home applications• Settle Sales Vouchers• Input and Process Credit (refund) transactions

Merchant AdministrationWhat you can access:

• Input application• Input Add-On Sales Voucher• Change & Delete Sales Voucher details prior to settlement• Retrieve instore and apply from home applications• Create and maintain store users• Settle Sales Vouchers• Input and Process Credit (refund) transactions

ID Requirements

Eligibility Requirements

Regulatory Requirements

Pre-Application

To apply, a customer must have 1 Photo Identification

To apply the customer must:

Be an Australian Resident

Be over 18

Earn a minimum of $20,000 per annum

Have a good credit history & not be an undischarged bankrupt

You must also ensure that the customer is:

Given a Conditions of Use Booklet

Given the Key Facts Sheet

Given an opportunity to read the Terms & Conditions and the Privacy Consent & Declaration as set out in the booklet and the Key Facts Sheet.

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NO APPLICATION WITHOUT DRIVERS LICENCE OR PASSPORT

Note:• Documents must be sighted and must be original

• Photo ID must be current and must contain a photo

• All Drivers License must be laminated

Logging on toConnected

https://connected.hsbc.com.au/multiapp

Accessing HSBC Connected

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You can:• Apply for a Credit Card (New Application)• Apply for and Add-on (Existing Cardholders)

You can:• Search for an existing instore application• Search for an existing application not done instore

(Apply From Home)

• Your User Name will be set up by your Store Administrator

• Your default password will be given to you by your Store Administrator.

• You will then use the default password to log in for the first time. At that point you will be asked to set up a new password.

• When your password expires, you will be prompted by the system to set up a new password (90 days)

Enter Booklet ID & print KFS

Complete Pre-Application Checklist

Complete Purchase Details

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Entering an Application

SelectApply for a Credit Card

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Enter Application Details with Customer

Review Application Details

Ensure all Consents and Declarations are read to and answered by the customer.

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Responses

Complete the Sales Voucher Details and click on FINALISE PURCHASE button.

Approved

ALWAYS MAKE SURE YOU FINALISE THE SALES VOUCHER. IF YOU DO NOT DO THIS WE WILL NOT AUTHORISE THE SALE.

Once you have Finalised the Sales Voucher:

• You will see a Purchase Confirmation Page

• Click on PRINT SALES VOUCHER & PRINT CREDIT CONTRACT and hand both copies to the customer.

You can also print a copy of the Sales Voucher for your store records.

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PendingRequiring further documentation

Pending EVID

Responses

• Ask the customer to bring in required documents• Send through to HSBC for assessment

Fax: (02) 9255 2542

Further Identification Requirements are needed for this customer.

Click on MANUAL CHECK & UPDATE• If the customer does not pass the first ID check above, you will be required

to sight further ID.• You will need to input further ID once you have clicked on the ‘Manual

Check and Update’ button, to proceed to a decision.

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Incomplete

• To proceed and complete the application, click on CONTINUE APPLICATION button.

• This will then take you back to the application for you to complete.

Responses

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Application Manager

What is the Application Manager Function?

• You can access all New Applications and Add-Ons that have been processed instore, as well as applications that a customer has input from home.

How to Search for an Existing Instore Application

• If an application is Pending Other and was done less than 3 days ago, you will click on the number in that category.

• This will then open up and give you a results page with the applications listed.

• You then click on the Application ID Number and this will take you to the Application Summary Page.

• You can also search the results page using any of the above fields• Type in the details and the application will be found.

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Application Manager

Retrieve an Application

OPTION 1• For customers that have applied from home via SWIFT• You will need the Application Reference Number and Customer Date of

Birth

OPTION 2• For customers that have applied from home via SWIFT• If the customer does not have their Application reference Number, input

the Mother’s Maiden Name, Email Address and Date of Birth (as input in application)

YOU MUST ALWAYS ENSURE YOU HAVE VERIFIED CUSTOMER PHOTO ID AND THAT IT MATCHES TO THE APPLICATION DETAILS

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Application Summary

Results Overview• Application Status• Application ID• Customer Details• Decision• Reprint of both Credit Contract &

Sales Vouchers

EVID Results• Results of Electronic Verification

of ID • Further ID Options

Sales Vouchers• Sales Voucher Details & Status• Ability to Settle a Sales Voucher• Ability to Credit as Sales Voucher

that has been settled.• Ability to Change Sales Voucher

details that have NOT been settled.• Ability to Delete Sales Voucher s that

have not been settled.

Merchant Notes• View notes from HSBC to Merchant

regarding receipt and validity of documentation required.

Credit Voucher (Refund History)• Summary of any Credit Voucher

Processed.

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Processing an Add On Sale

Add On Sales Online• You will now be able to process add on sales online. • No manual paperwork or signatures will need to be completed• The sales is authorised online• Once the sale is authorised , print the sales voucher for the customer

If a customer does not have their card with them, you will need to:• Ensure you have sighted the customer’s photo ID (these details will be input into the

system)• Call HSBC on 1300 300 883• The HSBC operator will speak to the customer to confirm their details.• The HSBC operator will then give the customer their card number and expiry date.• You will input that information into the system to authorise the sale.

Use the Photo ID to confirm the picture on the ID match to the person instore making the purchase and the name of the ID is the same as the HSBC VISA Card.

Select‘Apply for an Add On’

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Processing a Credit Voucher

You are able to Credit an existing New Application and Add On transaction that was originally settled in your store.

1. Log into Application Manager and retrieve an application or add on• You will be able to credit any sales that have been settled from the Application Results Page.• The CREDIT button will be visible once a Sales Voucher has been settled.

2. Once you have clicked on CREDIT button the below Credit Voucher will appear• Complete the Credit Details and click on SUBMIT to process the Credit Voucher• Ensure the credit amount DOES NOT exceed the original purchase amount of that sales

voucher

3. Once you have clicked on SUBMIT you will receive a Credit Confirmation.

4. The Credit will be listed in the Credit Voucher (Refund History) overnight.

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Changing Sales Voucher Details

You are able to change an existing New Application and Add On transaction.

1. Log into Application Manager and retrieve an application or add on• You will be able to change any sales that have NOT been settled from the Application Results

Page.• The CHANGE button will be visible once a Sales Voucher has been finalised (authorised).

2. Once you have clicked on CHANGE button the original sales voucher will appear• Change the purchase details and click on CHANGE PURCHASE to authorise the sales voucher.• The new sales voucher details will now be listed in the Application Summary Page.

Deleting a Sales Voucher

You also have the ability to DELETE a sales voucher.

1. Log into Application Manager and retrieve an application or add on• You will be able to delete any sales that have been NOT been settled from the Application

Results Page.• The DELETE button will be visible once a Sales Voucher has been finalised (authorised).

Once you have click on the DELETE button:

• For NEW APPLICATIONS You will be directed back to the original approval page and it will give you the ability to finalise

(authorise) another sale. If the customer no longer wishes to purchase anything, you will not need to submit any further

purchase details.• For ADD ON transactions

If the customer does not wish to make any purchase, you do not need to do anything once the sales voucher is deleted.

If the customer wishes to make another purchase, you must process a new add-on transactions.

1. Customer Application entered via HSBC Connected

2. Decision

a. Approved – Complete Sales Voucher Details and FINALISE PURCHASE as per below.

Split Voucher Transaction

New Application Process

• You can only split the transaction into 2 sales vouchers.• The promotional term will be the same for both sales vouchers. You cannot have 2

different Interest Free terms.• The transactions can be settled at different times.• You must finalise the sales vouchers to authorise both sales vouchers.

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If it is a Split Transaction, you must tick Split Transaction Box.

Minimum Sales Voucher value to be processed is $500

If the customer is an existing HSBC customer and it is an Add-On purchase:

1. Select ‘Apply for an Add On’

2. Complete the Add On Sales Process

Split Voucher Transaction

Add On Process

• You can only split the transaction into 2 sales vouchers.• The promotional term will be the same for both sales vouchers. You cannot have 2

different Interest Free terms.• The transactions can be settled at different times.• You must finalise the sales vouchers to authorise both sales vouchers.

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If it is a Split Transaction, you must tick Split Transaction Box.

Minimum Sales Voucher value to be processed is $500

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HSBC Connected Administration Training

Module

Confidential for Internal Use Only

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Merchant Administration Functions

1. Create Store Users

Administrator User ID & Password will be set up by HSBC.

Input store person details

Merchant Administrator• Only select SETTLEMENT

STAFF if you wish the store person to have the ability to settle.

Training Mode• If you select YES, the store

person will only have access to the training website.

• Once the login has been created an initial password is given.• Store person to use this password when they log in for the first time.• They will then be prompted to set up a new password.

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2. Manage Existing Users

Click on EDIT• Able to EDIT User details

Click on RESET PASSWORD• Password will be reset.• You must give the user their default password for them to enter in when they log in.• They will then be prompted to set up a new password.

Click on DELETE SELECTED• Selected user will be deleted

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3. Settlement

Administrator Functions will allow you to settle a New Application and an Add On.You will no longer have to fax or email documentation to HSBC for settlement.

1. Log into Application Manager• Click on ‘Application Manager’• Any New Card Application and Add On Pending Settlements will be listed

2. Click on the number that corresponds with the number of days ago it was finalised• Once you have clicked on this you will see a results list with the customer details.• Click on the Application ID and it will take you to the Application Summary page.

3. Go to the Sales Voucher section in the Application Summary page• Select the Sales Voucher you wish to settle• Click on SETTLE and follow the prompts (see below)

Once you have clicked on the Settle Button, you will be prompted with the following message:

Please ensure the correct procedures have been followed to ensure the correct customer picked up or has taken delivery of the goods.

Click on the SETTLE button

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4. Credit

Administrator Functions will allow you to Credit an existing New Application and Add On transaction.

1. Log into Application Manager and retrieve an application or add on• You will be able to credit any sales that have been settled from the Application Results Page.• The CREDIT button will be visible once a Sales Voucher has been settled.

2. Once you have clicked on CREDIT button the below Credit Voucher will appear• Complete the Credit Details and click on SUBMIT to process the Credit Voucher• Ensure the credit amount DOES NOT exceed the original purchase amount of that sales

voucher

3. Once you have clicked on SUBMIT you will receive a Credit Confirmation.

4. Overnight the Credit will now be listed in the Credit Voucher (Refund History)

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You will now be able to change an existing New Application and Add On transaction.

1. Log into Application Manager and retrieve an application or add on• You will be able to change any sales that have NOT been settled from the Application Results

Page.• The CHANGE button will be visible once a Sales Voucher has been finalised (authorised).

2. Once you have clicked on CHANGE button the original sales voucher will appear• Change the purchase details and click on CHANGE PURCHASE to authorise the sales voucher.• The new sales voucher details will now be listed in the Application Summary Page.• Ensure you are not changing the Sales Voucher details without the customer’s consent• Print the new Sales Voucher and give to the customer.

You also have the ability to DELETE a sales voucher.

1. Log into Application Manager and retrieve an application or add on• You will be able to delete any sales that have been NOT been settled from the Application

Results Page.• The DELETE button will be visible once a Sales Voucher has been finalised (authorised).

Once you have click on the DELETE button:

• For NEW APPLICATIONS You will be directed back to the original approval page and it will give you the ability to finalise

(authorise) another sale. If the customer no longer wishes to purchase anything, you will not need to submit any further

purchase details.• For ADD ON transactions

If the customer does not wish to make any purchase, you do not need to do anything once the sales voucher is deleted.

If the customer wishes to make another purchase, you must process a new add-on transactions.

5. Change Sales Voucher Details

6. Deleting a Sales Voucher

WHEN CHANGING ANY SALES VOUCHER DETAILS ALWAYS ENSURE THE CUSTOMER HAS CONSENTED TO THESE CHANGES

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6. Group Administrator

In addition to the Merchant Administrator, the Group Administrator will have an additional functionality.

The Group Administrator will have the ability to access the application manager for all stores within the group.

Group Administrator will be able to:• Settle all new business and add-on transactions• Process a Credit for Settled Transactions• Retrieve instore and apply from home applications

2. Once you have clicked on SEARCH you will be taken to the Application Manager for that store.

1. Log into Application Manager • You will see a Merchant Name and Merchant Number Field.• You can either open the drop down box and find the store or type in the details and hit SEARCH

button.

3. You will then have access to settle and credit Sales Vouchers for that store.

See Administration Training Module for Settlement and Credit process.

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HSBC Connected Application & Add On

One Pagers

Confidential for Internal Use Only

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Log into HSBC Connected : https://connected.hsbc.com.au/multiappSelect ‘Apply for Credit Card’.

Proceed through to Review and Submit Page. Review the information with the customer.

Ensure all Consents and Declarations are read to and answered by the customer.

Applying for Finance via HSBC Connected

Gather ID from Customer (1 photo) & check you have a HSBC Conditions of Use booklet ready

Print and hand customer Key Fact Sheet. Complete Application Details with customer.

Pending

Check the Application Summary page for further information required.

Advise customer to provide this information.

Once you have this information, Fax (02) 9255 2542to HSBC so that application can be decisioned.

Declined

Advise customer of the decision and let them know that HSBC will detail this in a letter to their address.

Approved

Once the application is approved:

Sales VoucherComplete the Sales voucher details and click on FINALISE to authorise the sale.TO PRINT Print the Credit

Contract.

Print the Sales Voucher

Hand both documents to the customer

Submit Application for response.

Pending EVID

Check the Application EVID Response in the Application Summary Page.

Manual Check & UpdateClick on this and complete ID details for customer

Settlement Process

Once the Application has been approved and you have finalised the Sales Voucher, you can submit the sales for

settlement via Application Summary Page.

ONLY STORE ADMINISTRATOR OR STAFF GIVEN ACCESS CAN SUBMIT FOR SETTLEMENT

See Settlement Process Document

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Log in to HSBC Connected: https://connected.hsbc.com.au/multiappSelect ‘Apply for an Add On’

Applying for an Add Onvia HSBC Connected

Does the customer have their HSBC Card present?

YES NO

STEP 1

Obtain Customer HSBC VISA Card

Sight Customer Photo ID, confirm the picture on the ID match to the person instore making the purchase and the name of the ID is the same as the HSBC VISA Card.

Customer Card details

Purchase details

Click NEXT to proceed to obtain Authorisation Number

STEP 1

Call HSBC on 1300 300 883

Inform operator that customer does not have their HSBC card with them

HSBC Operator will speak to the customer to verify their details and identity

HSBC Operator will give the customer their card number and expiry date.

STEP 2

Print Sales Voucher and hand to the customer.

STEP 2

Sight customer photo ID and input the details into Connected

Obtain the card details for the customer and input into Connected

Complete purchase details

Click NEXT to proceed and to obtain authorisation number

STEP 3

Print Sales Voucher and hand to the customer.

Settlement Process

Once the Application has been approved and you have finalised the Sales Voucher, you can submit the sale for settlement via Application

Summary Page.

ONLY STORE ADMINISTRATORS OR STAFF GIVEN ACCESS CAN SUBMIT FOR SETTLEMENT

See Settlement Process Document

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Process New Application or Add On. Finalise/Submit Sales Voucher for authorisation of sale.

Settlement Process

Go to ‘Application Manager’

New Application Add On

Is this a New Application or and Add On?

Go to ‘New Card Application Manger’ list

Go to ‘Add On Application Manger’ list

Click on ‘Pending Settlement’ x days, depending on the

transaction date

Go to ‘Application Summary’ page, locate Sales Voucher list.

Are the Sales Voucher details correct?

Click on SETTLE for Sales Voucher you wish to settle

Read prompt and click PROCEED if correct procedures

have been followed for customer pick up or delivery

Settlement ConfirmationHSBC will pay you within 2

business days of settlement.

YES

NO Has the Sales Voucher been previously settled?

Customer must be contacted to come back instore to

change Sales Voucher details

Click on CHANGE button

Amend Sales Voucher Details & click FINALISE button.

Hand Sales Voucher to customer.

Proceed from beginning of Settlement Process

NO

Go to Credit Voucher Process

Document

YES

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Log in to HSBC Connected: https://connected.hsbc.com.au/multiapp

Credit Voucher Process

Click on ‘Application Manager’

Locate the settled voucher in the Completed Column (New Card or Add On)Click on the number that corresponds with the number of days ago it was settled

You will now see a results list with the customer details. Click on the Application ID and it will take you to the Application Summary Page

Go to Sales Voucher Summary SectionThe Credit button will be visible once a sales voucher has been settled.

Click CREDIT

Complete Credit DetailsSUBMIT the Credit

You will receive a Credit ConfirmationThe Credit will be listed in the Credit Voucher (Refund History) overnight