PDF Business Account User Guide

Business Account User Guide

Version 15 December 2020

TABLE OF CONTENTS

I.

BASIC NAVIGATION (Page 3)

Login

Reset Forgotten Password

Change Password

Change Basic Account Information

Forgotten Business Account ID (Username)

II. ORDERING CARDS AND PRODUCTS (Pages 3-11) Order Cards Order Products Only Create a New Product Order / Copy a Product Order Import Product Order / Export Product Order Update Pending Orders Correcting an Order Validation Error Pay for Your Order Autoload

III. CARD MANAGEMENT (Pages 11-24) Branches o Create a Branch o Update Branch Details o Remove a Branch Groups o Create Groups / Delete Groups / Rename Groups o Block Card Groups / Unblock Card Groups o Export a Card Group / Import a Card Group / Move Cards between Groups o Move Card from Card Account Details Page o Move Card from Groups Page o Associate a Card / Re-Associate a Card / Disassociate Card Cards o Look Up Card Account Details o Block a Card / Unblock a Card o Block a Product / Unblock a Product o Replace Card o Cardholder Registration

IV. Generate Reports (Pages 24-26) Report Descriptions Report Login Report Basics Schedule a Report

V. APPENDICES (Pages 27-30) Appendix A: Actionlist: Action Needed to Complete Card Changes Appendix B: E-vouchers

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I. BASIC NAVIGATION

LOGIN

Go to and enter your Username (your 4-digit business account ID number) and Password. Note: Business account ID numbers are system-generated and may not be edited.

Each business account has a single login. All authorized users will use the same login credentials and have the same level of access, for order processing and card or account management.

RESET FORGOTTEN PASSWORD

Click Login help? on the login page, then click Forgot your password? on the next screen.

On the Reset password page, enter your Business Account ID (Username) and either: Your Business Name exactly as it appears on your account ? or ? Your Tax ID number (typically formatted as XX-XXXXXXX).

Your temporary password will be emailed only to the individual listed on your account under "Business Account Contact 1."

If the system indicates that a new password was sent and you did not receive it in your email inbox, check your spam folder. If necessary, check with your IT staff to see if the email address contactus@ has been filtered.

CHANGE PASSWORD

After logging in to your account, click Update password in the My company's details box on your Welcome page and follow the prompts. To navigate to the Welcome page, click Welcome on the left navigation bar.

CHANGE BASIC ACCOUNT INFORMATION

To view or change your account information, including addresses, contact names or phone numbers, click Update details in the My company's details box or Account details on the left navigation bar.

There are two tabs at the top of this page: Business account information ? Your Business Name, Tax ID and addresses are listed on this

page. Update your addresses as needed, then click Save. Contact your lead agency for updates to your Business Name of Tax ID. Contact information ? Update your authorized contacts as needed (up to four contacts per account), then click Save. Your lead agency's contact information is also listed on this page.

FORGOTTEN BUSINESS ACCOUNT ID (USERNAME)

If you do not know your 4-digit Business Account ID (Username), contact your lead agency and provide your business name and contact information. Note: Lead agency representatives do not have access to your account password.

II. ORDERING CARDS AND PRODUCTS

Once your account is activated, you may order and reload cards as needed by logging in to the

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Business Account portal, . Your payment method is configured in advance based on your selection. If you are paying by credit card (Visa or MasterCard only), orders are approved after the credit card transaction completes. If you are paying by check, orders are approved by the lead agency upon receipt of your check payment.

Initially, cards may be purchased with or without products (E-purse and/or pass) loaded onto them. Once cards have been received, you may load and reload them as needed.

ORDER CARDS

Follow these steps to order a supply of empty cards or cards preloaded with product(s). If you need to order a replacement card for a lost, stolen, damaged or defective card that has a valid product on it, please see page 22 for instructions.

After you log into your account, your Welcome page will appear. The My orders box displays all current orders and their Order Status. If there are no orders, the list will be empty.

1. Select Orders from the left navigation bar.

2. Click Get new cards.

3. On the Create New Card Order screen, fill in the order details (verify and update the Delivery Address on your account first to ensure cards are shipped to the correct address): a. Select a Branch (in most cases, there will be one branch, the "Default Branch"). b. Select a Group Name. c. Enter the Quantity of cards to be ordered. d. Enter an Order Description (optional). e. The Card Type will always be Standard (the only type available at this time). f. For logo printing, if applicable, select the Card Printing Template created for your account. This feature is available at an additional cost and involves some pre-setup; contact your lead agency if you are interested in this option. g. Select Passenger Type: i. Adult is the default passenger type. ii. Youth cards require an expiration month and year (mm/yyyy). Please check with your lead agency to verify eligibility criteria and expiration limits. iii. Low Income cards (ORCA LIFT) are available in limited service areas and require preapproval. When ordering, you must provide an expiration date (mm/dd/yyyy). Please check with your lead agency for availability and eligibility criteria. iv. Regional Reduced Fare Permit (RRFP) ORCA cards are not available for purchase through a business account. These cards are issued to seniors, ages 65 and over, and people with disabilities who provide proof of eligibility. If you wish to add value to an individual's RRFP, the card must be associated with your account first. Please refer to page 16 for instructions on how to associate a card. h. Enter Special Handling Instructions, such as shipping instructions, for fulfillment (optional). i. Enter any notes into the Notes Log (optional ? notes are not viewed by fulfillment staff). j. Any Card Fee will be displayed (the standard card fee is $5.00 per card).

4. Click Next. You will now be at the Create New Order ? Add Products page. If you are ordering empty cards, skip to step 7. If you are ordering cards preloaded with a specific product, proceed to step 5

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5. Check the box next to the program type: Business Passport Program or Business Choice. If you have questions about your program type, contact your lead agency.

6. Select the product(s) you want to have preloaded onto the cards. Selecting a product here will apply that product to all cards in the order. Enter Purse Amount to load the same E-purse amount to each card. Select the pass and pass month (e.g., March 2021) to load the same pass to each card. The cards will arrive with the product(s) loaded for use.

Monthly passes valid for the current month are available for purchase from the first day of the previous month through the 14th of the current month. Beginning on the 15th of the month, only passes for the following month are available. The pass will pay fare during the month selected.

7. Click Next. The Order Summary will display detailing the Order number, Number of cards, Cost per card, and the order Total.

8. Click Shopping cart from the left navigation bar. Check the box next to your order number and click Confirm orders. To cancel your order, click the box next to your order number and select Remove from shopping cart.

9. At the Confirm Current Orders page, select Confirm again: a. If paying by credit card: Your order will remain in your shopping cart and the order status will change to Ready for payment. You may proceed with payment. See page 10 for detailed payment information. b. If paying by check: Your order will move to the Orders page and the order status will change to Confirmed. Please submit payment as instructed by your lead agency. See page 10 for detailed payment information.

Card orders are processed and shipped in 7 to 10 business days. If you are paying by check, your lead agency will approve the order after payment is received. Your order will be processed and shipped after order approval. Any order with an Order Status of Approved or Completed cannot be changed.

Note: We recommend a lead-time of two weeks when you order new cards preloaded with monthly pass products, to allow for processing and shipping.

ORDER PRODUCTS ONLY

Once you have your cards, you may reload them as needed. Monthly passes are reloaded each month. E-purse or e-vouchers may be added monthly or as needed.

Cards that are reloaded will need to be tapped on an ORCA card reader within 60 days after the order is approved to complete the product load. E-purse balances will update after cards are tapped.

To order products for your ORCA cards: 1. Log into your account and, from the Welcome page, click Order products at the bottom of the

My orders box, or select Orders from the left navigation bar, then click Order products.

2. Select your Email notification preferences for status updates regarding the order: a. No email. b. Order fails validation.

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c. Order is ready for payment (prepay only). d. Order is approved.

The Business Account Contact 1 email address is the default email. Update the email address if you would like the email notifications for this order sent to a different address.

3. Enter an Order Description (optional). This information is saved with the order and may be useful to distinguish one order from another, such as "February passes" or "Feb. E-purse."

4. You have three choices to Order Products: a. Create a new Product Order. b. Copy the last completed order. c. Import an order from an internal spreadsheet. See "Import a Product Order" on page 7.

CREATE A NEW PRODUCT ORDER

1. Click Create and you will be redirected to the Order Management ? Order Creation page.

2. Select Branch name.

3. To load the same product(s) onto all cards in a group, select appropriate Group Name ? or ? 4. To load specific cards by serial number with the same product(s):

For a single card or a number of cards whose serial numbers are not sequential, enter the serial number(s) of the card(s) in the "From" field(s) only. Click Add row for additional lines. For a range of card numbers in sequential order, enter the serial number of the first card in the From field and the serial number of the last card in the To field. More than one range may be entered. Click Add row for additional lines.

You can either select a Group Name or enter card serial numbers on this page--not both.

If you have multiple cards that require different products, you will create an order for the first product(s) and then update the order, adding additional cards and products. Please review instructions on page 8 ? Update Pending Orders.

5. Click Next. This will take you to the Create New Order ? Add Products page, where all products currently available for purchase on your account are displayed.

6. Check the box next to the program type: Business Passport Program or Business Choice. If you have questions about your program type, contact your lead agency.

7. Select the products you want to load on card(s). If you are loading a monthly pass, you must also select the pass month (e.g., March 2021).

Note: Monthly passes can be loaded for the current month from the first day of the previous month through the 14th of the current month. Beginning on the 15th of the month, only passes for the following month may be loaded.

To ensure that the order is processed in time, payment for monthly product orders should be made

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by credit card or received by check no later than the 25th day of the month for passes valid next month.

8. Click Next and the Order Summary page will display your order number, the order amount, and a message to "follow the instructions in the shopping cart." Click Proceed to Shopping cart to confirm the order, or Place another order if you wish to create another product order.

9. In your Shopping cart, check the box next to your order number and then click Confirm orders. If paying by check, print this page before proceeding to the next step. (To cancel your order, check the box next to your order number and then select Remove from shopping cart.)

10. On the Confirm Current Orders page, select Confirm again to begin the order validation process. Validation ensures that the product being ordered can be loaded to each card. The validation process may take up to six hours to complete.

11. After validation completes: a. If paying by credit card: Your order will remain in your shopping cart and the Order Status will change to Ready for payment. You may proceed with payment. See page 10 for detailed payment information. b. If paying by check: Your order will move to the Orders page and the Order Status will change to Confirmed. Please submit payment as instructed by your lead agency. See page 10 for detailed payment information. c. Pending-ERRORS status: See page 9 for information regarding error messages.

Note: Once your order is complete, please allow 24 to 48 hours for ORCA card readers to update. Cards must be tapped at an ORCA card reader within 60 days to load products.

COPY A PRODUCT ORDER

Another method of creating product orders is to copy the last approved/completed product order. This is particularly useful if you wish to duplicate an order to add E-purse funds to the same cards or to duplicate an e-voucher order. A product order for monthly passes may be copied beginning on the 15th day of the current month to ensure that a pass valid next month is added to the card(s).

1. On your Welcome page, click Order Products in the My Orders box or select Orders from the left navigation bar, then click Order products.

2. Select Copy. A new order is automatically created, and the Order Summary page will display. Verify the order details or, if necessary, cancel the new order.

3. To proceed with the order, click Shopping cart from the left navigation bar, then follow the previous steps to Confirm and pay for the order (refer to Create a New Product Order, steps 911).

IMPORT PRODUCT ORDER

To begin this process, you will first export an existing product order. Follow the steps on the next page to Export Product Order.

To import an order, you will need an .XML or .CSV editor to make changes to the file. Note: Each business account is assigned a unique set of Product Codes. For a complete list of your Product Codes,

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you must first export one of your product orders as an .XML file. Please contact your IT department if you need assistance.

1. Review and update the exported .CSV or XML file before importing. Verify card numbers, delete cards that have been blocked or replaced, and add new cards as needed. Update products, if necessary, including the pass month if you are ordering monthly passes. Save the file to your computer.

2. On your Welcome page, click Order products in the My orders box or select Orders from the left navigation bar, then click Order products.

3. On the Order Products page, click Choose File button and select the order file from your saved files.

4. Click Upload Order. A new order is automatically created, and the Order Summary page will display. Verify the order details or, if necessary, cancel the new order.

5. To proceed with the order, click Shopping cart from the left navigation bar, then follow the previous steps to Confirm and pay for the order (refer to Create a New Product Order, steps 911).

EXPORT PRODUCT ORDER

Any product order, regardless of its Order Status, may be exported by following these steps:

1. Select the order that you wish to export: a. A Pending product order or a product order that is Ready for payment in your Shopping cart ? or ? b. A Confirmed, Approved, Completed or Cancelled product order on your Orders page. c. Click the underlined order number.

2. The Order Summary will display. Select the desired file format, .XML or .CSV, from the dropdown list next to the Export Order button.

3. Click Export Order.

4. Save the file to your computer.

See Import Product Order on page 7 for information about editing an exported order file for importing.

UPDATE PENDING ORDERS

Pending product orders may be modified, either to bundle multiple cards that require different products on a single product order, or to remove cards from the order.

1. Click Shopping cart from the left navigation bar and click the underlined Pending order number.

2. On the Order Management page, click the Order Management tab near the top of the page (second tab) and you'll be redirected to the Order Management ? Select Cards page. From here you may add or remove cards and/or products from the original order

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