Auction Process
What is the best way to organize my bidder files?
The best way to organize bidder files is by bidder number. For instance, label one file folder for each bidder number. Hanging file folders are ideal. To ensure smooth registration, generate an alphabetized list of bidders with cross reference to bidder number and table number if appropriate. Please refer to the Greater Giving Best Practices Guide for more information regarding the registration process.
How many volunteers will be needed to work with the Auctionpay system?
At registration, one volunteer assigned to each terminal is ideal. A few additional "runners" can assist volunteers by providing the bidder packets (if applicable).
For cashiering, one volunteer per terminal is recommended. Cashiering volunteers will process payments for guests who did not pre-swipe their credit cards. As a general rule, fewer terminals are needed for cashiering than for registration depending on the number of guests who pre-swipe their credit cards. It is useful to train volunteers working with the terminals prior to the event.
Online training is accessible to volunteers at any time.
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Equipment
Is it necessary to have a phone line at the event?
No, a phone line is not needed during the event. However, final charges are sent from the Master terminal securely to the bank for processing via a standard analog line or via the internet. This process usually takes place 1-2 days after the event.
When will the Auctionpay terminals be delivered?
Equipment will be shipped for a scheduled arrival of four business days prior to the event date. Someone must be available to sign for the package(s) at the designated shipping address. The exact time of delivery cannot be guaranteed, however, the terminals should arrive within standard business hours.
When does the equipment need to be returned?
Terminals and accessories must be in transit four business days after the event. The white carrying case provided with the terminals must be inserted into the brown cardboard box before shipping. Please contact Greater Giving Support if return shipping labels have been misplaced.
What if the power goes out during the event?
The terminals will retain the application and the data in the event of power loss. As soon as power is restored, run a credit report as a paper backup of all data stored on the Master terminal.
Will Auctionpay terminals detect expired credit cards?
Yes, a message will be displayed alerting the user that the card provided by the guest has expired. Obtain a valid card from the guest and pre-swipe the new card.
When printing receipts or reports, the paper runs through the printer, but is blank. What is wrong?
Most likely, the thermal printer paper is in the terminal upside down. The printer is not out of ink. Auctionpay terminals use a thermal printer that does not contain ink. Press the tab near the paper output, lift to open the paper holder, and flip the roll so that the paper feeds from the bottom of the roll and up past the metal teeth. Pull excess paper over the teeth, close the lid, and try again. Note: Use the Reprint function to reprint receipts.
The printer won't print. It makes noise like it is printing, but no paper is coming out. What should be done?
Most likely there is a paper jam. To diagnose, press the tab and lift paper canister lid while being careful not to lose the rubber roller:
First, check to make sure the rubber roller on the top of the lid is in place and not dislodged. The roller should be clicked in all the way with the white plastic gear on the left side of the terminal. If the roller is missing, the terminal will not print. Try to find the roller. If the roller is not located, use one less terminal for the event providing there is not time to ship a replacement part. If the terminal with the missing roller is a master, remove roller from a remote and move it to the master. If the missing roller is discovered before the event, please call Greater Giving Client Services to check on the shipping time for a replacement part.
If the roller is in place, check to make sure the paper is loaded correctly. Ensure that the paper is pulling from underneath the roll and out over the metal teeth of the paper feed. To load, simply pull excess paper out over the metal teeth and close the lid. Tear off the excess paper, and the terminal is ready to print.
What if the terminal screen is stuck on "Printing" even after the paper is reloaded?
If the terminal screen is frozen on "Printing" for more than one minute, but is not printing, verify that the paper is loaded correctly. If the screen is still frozen, unplug and re-plug the terminal AC adaptor (power cord) to reboot to the main screen. More than likely, the transaction was completed even though the printer jammed. Verify that the transaction was accepted by reprinting the receipt from the most recent bid number.
What if the terminal runs out of paper?
It is highly unlikely that an Auctionpay terminal will run out of paper during the event. Greater Giving verifies that all paper rolls are full before shipping. Extra paper rolls are also included in the equipment box. However, thermal receipt paper can be purchased at most office supply stores. Look for 2.25" X 225-230' rolls of thermal receipt paper - compatible with Verifone POS terminals.
How many transactions can the Master terminal hold?
The Master terminal can hold about 600 transactions. Remember that not every bidder will swipe a credit card.
What if the terminal doesn't read the guests card?
First determine the nature of the error based on the message received when the card is swiped.
- Card error: Indicates either that the card was swiped too slowly, that the strip was facing away from the screen, or that the strip is worn out. If the magnetic strip is worn on the card the user is attempting to process, enter the card number and expiration date manually. From the main screen, begin typing the card number and follow the screen instructions to complete the transaction.
- Card expired: The terminal will display this message if a card has expired. Ask the guest for a valid credit card and pre-swipe the new card.
- Unsupported Card: This error means that a credit card that the terminal has not been programmed to accept has been swiped. Visa and MasterCard are always accepted; however. Discover and/or American Express may not have been arranged by the organization hosting the event.
What other equipment will be needed for the night of the event auction?
Greater Giving will provide the terminals and accessories, along with training credit cards and extra paper. Clients are responsible for providing power strip(s) with surge protection, extra extension cords, pens and envelopes.
What happens if liquid is spilled on a terminal?
Dry it off immediately, and then notify Greater Giving Support.
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Registration
Does the guest have to check in with a credit card?
No, Auctionpay terminals are used to capture credit card information at registration, but guests wishing to pay with cash or check will do so with the cashier at the end of the night. Guests can pay by credit card at any time during the event by visiting the cashier with the Auctionpay terminal.
Is there a report that will identify how many credit card guests have checked in with Auctionpay?
Yes, the Totals Report, which is accessed from the Master terminal, will list the number of guests who checked in by pre-swiping their credit cards. A Totals Report can be run at any point during registration; however, it is typically printed along with the Bidder Report and the Sales Report at the end of registration. All Remote terminals must be idle when printing any report from the Master terminal.
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Checkout
Will Auctionpay terminals create invoices or statements for guests?
No, Auctionpay terminals will only print credit card receipts for guests. Clients are responsible for providing guests with statements of their successful bids and other purchases. It is essential to have a copy of any statement for the hosting organization's records. This statement should include the total purchase amount and method of payment. Many statements also include a signature line for the guest and a space for the volunteer receiving payment to initial the sheet.
What happens if guests check in with their credit cards, but don't buy anything?
Guests are only charged if they are successful at bidding. All credit card data is automatically deleted from the system once settlement is complete.
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Cashiering
Can guests use multiple credit cards?
Yes, a single bidder may use a combination of two or more credit cards to pay for total purchases. The Split Pay function is used in this situation. A transaction amount must be associated with each card at the time of the Split Pay.
A raffle ticket was sold to a guest using the cashiering function. At the end of the evening, the same guest asked to use an additional credit card to pay for their items. How should this be handled?
The Split Pay is designed to process two or more credit cards. The first card is already in the system under the bidder number at this point. When the Split Pay function is performed, the amount from the original cashiering transaction must be re-entered. The terminal does not charge the first card twice when this is done; it is just changing the information in the system to a Split Pay instead of a complete sale. After the amount for the first card is entered, then the second card is swiped and the second amount to be charged is entered.
The guest pre-swiped a credit card at registration, and wants to pay partially by check. How should this be handled?
This is not a Split Pay. Take the check and make note in the records that a partial payment by check (with check number and amount) was accepted. Then charge the guest's credit card for the remaining total due.
A guest appears on the Split Pay report, but with only one payment. What happened, and how should this be handled?
Most likely, the Split Pay process was started, but never completed by swiping a second card. The best thing to do is void the bidder and start over. If this error is discovered after the guest has left, manually key in the card numbers and expiration dates by referencing the information on the Credit Report, Split Pay Report, or original receipts.
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Send Charges to Bank
While sending charges to the bank the message on the terminal read, "Do you need to dial 9 or other prefix?" appeared. How should this be handled?
- If it is necessary to dial 9 or another prefix to dial out, then press yes. When prompted for a prefix, type the prefix number and press Enter.
- If it is not necessary to dial 9 or another prefix to dial out, then press no.
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Financial
There were a few declines after sending charges to the bank. Is it possible to manually enter the new card numbers supplied by the guests? Is there an additional charge? How should this be handled?
Note - if using Event management Software, be sure to run the third sync.
Clear the batch.
Manually key in the new cards as complete sales, and then run a second settlement batch. For any Visa or MasterCard credit cards that are manually keyed, there is an additional .75% processing fee assessed for the transaction. If cards are swiped at this time there is no additional .75% fee. Greater Giving combines the deposits to calculate the total used to determine the overall processing rates, so the client receives the lowest possible rate.
A mistake was found after the charges were sent to the bank. How is a refund processed?
Fill out the Event Payments-Donor Refund Request form, which is located in the Accounting Support section. Greater Giving will process the refund. All refunds must be processed through the merchant account which was used for the original card.
Does Greater Giving affect the relationship I have with my bank?
The relationship that clients have with their bank will not change. For auction events, Greater Giving will be the processor and will deposit the funds into the client's bank account.
Within what time period must transactions be transmitted to the bank?
The final charges must be sent to the bank by the fourth business day after the event. The sooner data is transmitted, the sooner the funds will be transferred to your bank. All equipment must be in transit to Greater Giving within four business days after the event.
How and when are the funds from Greater Giving received?
Greater Giving guarantees that all funds will be transferred to the client's bank account within five business days from the day the data is transmitted. When the deposit is made, a detailed statement is emailed to the individual who signed the organization's agreement.
Are processing fees based on the total volume or just credit volume?
Credit card processing fees are based on the dollar volume of approved credit cards. Please refer to the fee structure that was outlined in the agreement signed upon becoming a Greater Giving client.
How are declines handled?
The Greater Giving Banking Report will provide a list of declined transactions. A detailed description of how to reconcile declines is included in the Greater Giving Decline Process. It may be necessary to ask the guest for another form of payment or a valid credit card.
How are charge-backs (credits) handled?
Greater Giving will notify the client if there is a charge-back (dispute) on a transaction, and work with the client and the guest to resolve the issue.
Does Greater Giving store guest’s credit card information?
Credit card information is only used to transmit credit card transactions from the event to the bank. Once charges have been sent to the bank, all of the credit card information is permanently deleted from the Auctionpay terminal with the clear batch function. The third sync must be performed clearing the batch if using event management software.
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Event Software Sync
Do Auctionpay terminals integrate with event management software?
Yes, the terminals are designed to integrate with Greater Giving Event Software. Auctionpay terminals also sync with MaestroSoft and Auction! Systems. If syncing with software other than Greater Giving Event Software, please contact the software company directly for questions regarding the sync feature.
Is event management software necessary to run an event?
No, Auctionpay terminals are designed to work with small and large events whether or not they are using event management software. However, event management software does help you manage all event details leading up to the event, including procurement, volunteers, invitations, bid sheets, catalog, etc. It will also help make the day of event run smoothly with easy integration to Auctionpay terminals to help you track all sales information in one centralized location.
How should a problem with syncing the event management software to the Auctionpay Master payment terminal be handled?
Refer to the Quick Start Guide provided with the Auctionpay terminals to make sure that the correct procedure has been followed. If it is not apparent why the sync process is not successful, contact Greater Giving Support.
Is there a way to check that the sync between my event management software and the Auctionpay terminals works before the event?
Yes, Sync 1 can be tested prior to the event. Refer to the Quick Start Guide emailed prior to the event which provides step-by-step instructions for testing the sync process. It is important to test the sync on the computer(s) that will be used at the event.
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Miscellaneous
I have lost my UPS label. Can I get another?
Contact Greater Giving Support to obtain a new shipping label.
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