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Sections 7 and 8:
• Transaction Search • Help From ProtoBase
and Bomgar
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ProtoBase Suite 6.01.06: ProtoBase UI
On Line Training
Created by:
Elavon Training Department
7. Transaction(s) Search
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ProtoBase Suite 6.01.06: ProtoBase UI
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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 supportingdata 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).
Transaction(s) Search
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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”
Transaction(s) Search
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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
Transaction(s) Search
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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.
Transaction(s) Search
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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.
Transaction(s) Search
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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
Transaction(s) Search
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Searching History
A Window displays search results as before.
Again, click anywhere on the Search Results Transaction in question to view Transaction details.
Transaction(s) Search
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Created by:
Elavon Training Department
8. Help From ProtoBase and Bomgar
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ProtoBase Suite 6.01.06: ProtoBase UI
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Help From ProtoBase and Bomgar
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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 .
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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
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www.protobase.com/supportt or www.remote.ihg.com (for IHG)
Help From ProtoBase and Bomgar
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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
First Slide
Help From ProtoBase and Bomgar
Short Cuts
• Appropriate shortcut will appear on the desktop.
