User Guide

Dec 2021 - Version 211210AN1

Contents

Section 1: Login - Logging in to PayGuard

Section 2: Phone Keypad - Taking payments by asking the customer to type card information using their telephone keypad.

Section 3: Payment Link - Taking payments using a link. The customer types card information into a card capture form.

Section 4: Manual Entry - Taking payments where your staff enter in the card information directly into PayGuard.

Section 5: Reporting - Accessing the transaction history table.

Section 6: Tips and Tricks - Become a pro and take payments in seconds.

Contact Us

Page 2 l Contents www.payguard.co | 03333 660 560

Login
How to log in to PayGuard
Logging In

The INovation Platform

To use PayGuard, you will need to log in to Fusion’s INovation platform

through a web browser (or within your company’s application if they have
linked to PayGuard via iFrame).

Please follow this link:

https://inovation.fusiontelecom.co/login/

To log in, use your email address and the password provided. Make sure you
are logged in at the start of the day, so that PayGuard is ready for when you
need it and you don’t need to log in whilst already on a call.

Hint: After logging in for the first time, you can change your password
by clicking the Settings button in the top right corner, and selecting
profile.

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Logging In

Once logged in, you will see the INovation dashboard. Click on the PayGuard Icon

You can also navigate here using the sidebar menu, by selecting

PayGuard -> Workspace

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Workspace and Process Selection

When you first land on the Workspace page,

you will see the Pay tab.

First, you must select the Process through

which you will be taking your customer’s
payment.

Did You Know? If you only have one Process

available to you, you will not need to select
one.

You can select the option you wish to use

from the dropdown list.

Once you’ve chosen an option, click Start to

continue.

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Phone Keypad
Customers type their card information using their phone keypad
Secure Line Callback

If you have not been told to call the

customer back to take a payment, please
skip to the next page.

When you are on the phone to your customer and

you are ready to take a payment, you will need to
call them back via PayGuard in order to take their
card details.

Once you have selected the Phone Keypad

Process, you will see this yellow screen.

Inform the customer that you are going to call

them straight back on a secure payment line in
order to process their payment.

Ask your customer to confirm the number they

wish you to call and enter it into the Call customer
on field. If you have multiple options, you can also
select the caller ID number the customer will see
on their phone with the Number displayed to
customer menu.

When you’re ready, you can end your call with the customer and then press the Call button to ring them back. Your phone will ring first.
Answer it right away, and you will be able to hear ringing as we call the customer and connect them to you. Once they answer, you are
ready to move on to the next step.

Hint: If your direct dial number does not run through our network, you will see a number in the Call me on field that you might not recognise. It’s important
that you leave this number as it is, as it will be linked directly to your own and allow us to connect PayGuard to you.

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Mid Call Transfer

If you have not been told to transfer the

customer to take a payment, please skip to
the next page.

When you are on the phone to your customer and

you are ready to take a payment, you will need to
call them back via PayGuard in order to take their
card details.

Once you have selected the Phone Keypad

Process, you will see this yellow screen.

Inform the customer that you are going to call

them straight back on a secure payment line in
order to process their payment.

You must then blind transfer the customer to your

assigned PayGuard number. You will then
immediately receive a call back to your direct line
via the PayGuard system, allowing you to continue
the conversation.

Hint: Your phone system’s administrator may have set up a quick dial code or speed dial button to allow you to transfer the c ustomer without manually
dialling. Please check with them for instructions that may be specific to you.

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Phone Keypad Process

If you are able to take a payment without calling

the customer back, when you open PayGuard, you
will see this screen instead.

When you are on the phone to your customer and

you are ready to take a payment, you will need to
link your phone call with PayGuard. To do so,
enter your Agent PIN into your telephone keypad.

In most cases, you should be able to find your

Agent PIN in the top righthand corner of the
yellow screen. Your PIN will always stay the same.

If you enter your agent PIN incorrectly, you must

press ## in order to clear it before trying again.

Hint: If your customer has a menu on their phone number

before you get through to them, for example, “Press 1 for
Support,” then you must reset the keypad before entering
your PIN.

Press ## to clear any previous buttons pressed during the

call and reset the PIN.

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Phone Keypad Process

Once you’ve entered your PIN, the system will

then link your phone call with PayGuard, and you
will see the interface turn blue (as shown above)
and see a green Linked message appear.

This lets you know that your phone call has now
been linked with PayGuard.

Tip: You can hover your mouse over the green Linked tick
to check that you are connected with the correct caller,
using their phone number for verification.

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Phone Keypad Process

When ready, you can then begin entering the

payment details, starting with the payment
Amount.

If you wish to schedule the payment for a later

date, then you can select one in the future by
clicking in the Date field.

If not, the payment will be processed

immediately. If required by your business, you
can add a Reference for the payment.

If you need to process multiple payments within

one order, you can click Add Payment and
repeat the previous steps.

Hint: The reference field is not required by PayGuard to

continue. If your business requires a reference in this
field, make sure not to forget!

Once complete, select the relevant Method and

then click the Confirm button when it appears.
This will include the company name (if you
trade under multiple brands) as well as your
payment gateway.

If you don’t have the option to select method,

you can also click Confirm to continue.
Hint: Check with your supervisor to understand when different methods should be used.

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Phone Keypad Process

Should your payment gateway require the Name on the

card your customer is paying with, or both the name and
the Address the card is registered to, then you can
begin inputting this information in the relevant fields.

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Phone Keypad Process

Once the customer’s details are in place, it’s time to take the card information. Ask your Hint: Many customers will instinctively
customer to type their long card number into their telephone keypad, followed by the begin reading their card details.
hash key.
Make sure to let them know beforehand
It is important to remember that the customer must press the hash key when they are that they will not need to.
finished typing the long card number, and gain after the expiry date, and again after the
If they start to read them out, it is
security code. important to ask them to stop!
You will then start to see the card numbers appearing in the first card field, which you can
see on the next page.

Hint: If you cannot see your customer’s For example:

card details appearing on the screen as
pictured when they enter them, there “Please enter your long card number, followed by the hash key.”
may be an issue where we cannot hear
the digits they are pressing on their Once completed, repeat this process for the expiry date.
phone.
“Please enter the expiry date, as a four-digit number, followed by the hash key. For example,
This can occasionally happen if there January 2021 would be zero – one – two – one.”
are issues on their network.
Once completed, repeat this process for the security code.
The best course of action here is to ask
the customer if they have an alternate
phone number you can contact them on, “Finally, please enter the three-digit security code on the back of the card, followed by the hash
like a landline, or to offer to try the key.”
Payment Link Process instead.
Once finished, you should be able to see that the information has been entered.

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Phone Keypad Process

If your customer has made a mistake, you can

press the star key twice ** on your own
telephone to clear the last field, or three times
to clear all fields.

This is displayed on the screen in case you

forget.

Once you are happy that all the fields are

completed accurately, click the Confirm
button.

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Phone Keypad Process

You will then be taken to the final confirmation

screen.

Here, you can double check all the details entered,

and confirm anything else back with the customer as
required.

If you need to make any changes, clicking Edit

Payment will take you back to the previous screen.

Hint: It’s good practice to confirm the last four digits of the
customer’s card back to them. If they have made a mistake or
missed a number out, these will likely not match.

Once you’re sure everything is ready, click Submit to

send this payment through.

You will see the message “Processing. Please wait…”

and then automatically jump to the next screen,
which will differ depending on if the payment was
Successful or Declined.

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Phone Keypad Process

Declined payments will take you to here.

The system will give you an indication of why

the payment was declined.

If configured for your business, you will have

the option to transfer the caller somewhere
else, determined by the menu under Transfer
Call To.

Otherwise, can click Back to take you to the

previous screen or return to the beginning
with Back to Start.

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Phone Keypad Process

Successful payments will take you here. There are several options
that may be your business may have available.

Hint: Neither the Post-Order Reference nor the Notes or Tags will be seen by
the customer.

A Post-Order Reference can be attached to an order if required by

your business.

The Send Confirmation box allows you to send a confirmation note

to either an email address or a phone number. Check with a
supervisor to confirm your options. Simply type the
number/address in the box and hit send.

Hint: The Email/SMS confirmation is not a receipt and should not be referred
to as such to your customer. This is simply a confirmation that the payment
has been processed via PayGuard.

Transfer Call To will allow you to choose somewhere else from the
menu to send the call, depending on the configuration used by your
business.

You can enter notes for reference in the Notes box.

Tags can be used by supervisors to sort by custom variables. If your

business uses these, you will have guidance on what to put here.

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Phone Keypad Process

Key steps to remember:

Link the call when you need to use PayGuard by entering your Agent PIN on your telephone keypad.

Pay tab is where you take your customer’s payment.

Hash key must be pressed by the customer in order to move on to the next field.

Star key can be used on your own telephone keypad to clear fields, so that the customer can enter their card details
again; twice for the most recent field, three times to reset all fields.

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Payment Link
Customer receive a link, and type details into webform
Payment Link Process

After you have selected the Payment Link Process,

you can then begin entering the payment details,
starting with the payment Amount.

If you wish to schedule the payment for a later date,

then you can select one in the future by clicking in
the Date field.

If not, the payment will be processed immediately.

If required by your business, you can add a
Reference for the payment.

If you need to process multiple payments within

one order, you can click Add Payment and repeat
the previous steps

Hint: The reference field is not required by PayGuard to

continue. If your business requires a reference in this field,
make sure not to forget!

Once complete, select the relevant Method and

then click the Confirm button when it appears.

This will include the company name as well as your payment gateway. The company
name you select will be displayed to the customer when entering their payment Hint: Check with your supervisor to understand
details, so make sure this is correct. If you don’t have the option to select method, when different methods should be used.
you can also click Confirm to continue.

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Payment Link Process

Should your payment gateway require the

Name on the card your customer is paying with,
or both the name and the Address the card is
registered to, then you can begin inputting this
information in the relevant fields.

Once the customer’s details are in place, it’s

time to take the card information. Click
Generate Link.

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Payment Link Process

You will now see the unique link that can be

sent to your customer.

You can copy the link and paste into any

webchat or social media message, where your
customer can then click on it.

Hint: If there are any issues with your customer

being able to access the link, you can click
Regenerate Link to create a new one. Send this to
them to allow them to start entering their details
again.

You can also enter an email address or phone

number in the box below and click Send. This
will send the link via email or SMS (text
message).

For this example, we will show the customer

journey if you had sent them an SMS, but
other than the delivery of the link, the
journey is the same for the customer
regardless of how they receive the link

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Payment Link Process

Once your customer has received the link via

the chosen method, they will be directed to a
page where they can:

1. Verify their name if you have entered it in

earlier;

2. Enter their long card number, expiry date

and security code; and

3. Submit their card information to you.

You will see their progress updated live on

your PayGuard screen.

Let’s take a look at what your customer will

see through this process.

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Payment Link Process

First, your customer receives the payment

link via the method you have sent it to them.

In this case, via text message, which they see

comes from PayGuard.

Once they follow the link, they will be taken

to a page where they can enter their card
details.

This page includes drop down menus for

expiry date, and a diagram showing roughly
where on the card the information is, to help
guide the customer through if they’re unsure.

The form will also confirm their name as

entered by you, and the company name you
selected under Method.

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Payment Link Process

Once your customer has filled in their

information, they can click the send button at
the bottom of the page.

Hint: Your customer can use card details stored in

their browser, for example using Google’s Chrome
Autofill, to complete their card details in seconds!

They will then see this message. At this point,

you should now have the information
required to continue.

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Payment Link Process

Once the customer completes the form and sends it,

you will see the information on your screen as below.

If it all looks correctly entered, click confirm to continue.

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Payment Link Process

You will then be taken to the final confirmation screen.

Here, you can double check all the details entered, and
confirm anything else back with the customer as required.

If you need to make any changes, clicking Edit Payment will

take you back to the previous screen

Hint: It’s good practice to confirm the last four digits of the
customer’s card back to them. If they have made a mistake or
missed a number out, these will likely not match.

Once you’re sure everything is ready, hit Submit to send

this payment through.

You will see the message “Processing. Please wait…” and then
automatically jump to the next screen, which will differ
depending on if the payment was Successful or Declined.

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Payment Link Process

Declined payments will take you to here.

The system will give you an indication of why

the payment was declined.

Click Back to take you to the previous screen

or return to the beginning with Back to Start.

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Payment Link Process

Successful payments will take you here. There are several options
that may be your business may have available.

Hint: Neither the Post-Order Reference nor the Notes or Tags will be seen by
the customer.

A Post-Order Reference can be attached to an order if required by

your business.

The Send Confirmation box allows you to send a confirmation note

to either an email address or a phone number. Check with a
supervisor to confirm your options. Simply type the
number/address in the box and hit send.

Hint: The Email/SMS confirmation is not a receipt and should not be referred
to as such to your customer. This is simply a confirmation that the payment
has been processed via PayGuard.

You can enter notes for reference in the Notes box.

Tags can be used by supervisors to sort by custom variables. If your

business uses these, you will have guidance on what to put here.

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Payment Link Process

Key steps to remember:

Create the payment and enter your customer’s information.

Generate and Send the link to them via the preferred channel of communication.

If the customer is having trouble, Regenerate and Send the link so they can try again.

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Manual Entry
Your staff manually enter the customer’s payment information.
Manual Entry Process

After you have selected the Manual Entry Process,

you can then begin entering the payment details,
starting with the payment Amount.

If you wish to schedule the payment for a later date,

then you can select one in the future by clicking in
the Date field.

If not, the payment will be processed immediately.

If required by your business, you can add a
Reference for the payment.

If you need to process multiple payments within

one order, you can click Add Payment and repeat
the previous steps

Hint: The reference field is not required by PayGuard to

continue. If your business requires a reference in this field,
make sure not to forget!

Once complete, select the relevant Method and

then click the Confirm button when it appears.

This will include the company name (if you trade under multiple brands) as well as Hint: Check with your supervisor to understand
your payment gateway. If you don’t have the option to select method, you can also when different methods should be used.
click Confirm to continue.

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Manual Entry Process

Should your payment gateway require the Name on the

card your customer is paying with, or both the name
and the Address the card is registered to, then you
can begin inputting this information in the relevant
fields.

After this, ask the customer for their payment card

information and type it into the Card fields.

Once the customer’s details are in place and you have

doubled checked they are correct, click the Confirm
button.

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Manual Entry Process

You will then be taken to the final confirmation screen.

Here, you can double check all the details entered, and
confirm anything else back with the customer as required.

If you need to make any changes, clicking Edit Payment will

take you back to the previous screen

Hint: It’s good practice to confirm the last four digits of the
customer’s card back to them. If they have made a mistake or missed
a number out, these will likely not match.

Once you’re sure everything is ready, hit Submit to send

this payment through.

You will see the message “Processing. Please wait…” and then
automatically jump to the next screen, which will differ
depending on if the payment was Successful or Declined.

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Manual Entry Process

Declined payments will take you to here.

The system will give you an indication of why

the payment was declined.

Click Back to take you to the previous screen

or return to the beginning with Back to Start.

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Manual Entry Process

Successful payments will take you here. There are several options
that may be your business may have available.

Hint: Neither the Post-Order Reference nor the Notes or Tags will be seen by
the customer.

A Post-Order Reference can be attached to an order if required by

your business.

The Send Confirmation box allows you to send a confirmation note

to either an email address or a phone number. Check with a
supervisor to confirm your options. Simply type the
number/address in the box and hit send.

Hint: The Email/SMS confirmation is not a receipt and should not be referred
to as such to your customer. This is simply a confirmation that the payment
has been processed via PayGuard.

You can enter notes for reference in the Notes box.

Tags can be used by supervisors to sort by custom variables. If your

business uses these, you will have guidance on what to put here.

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Manual Entry Process

Key steps to remember:

Select the Method to view the Card options.

Make sure to take details as accurately as possible.

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Reporting
Access payment transaction data easily.
Simple and Comprehensive

History tab

If your administrator has set the permission for you, you can see the ‘History’ tab.

This allows you access to a table of all the transactions, successful or declined, over any channel, using any method, that any staff
members has processed. To keep things simple we show you a table that with a few, frequently used columns, but with a couple of
clicks you can tailor this table to show any number of columns you wish, and the list is comprehensive.

The export button allows you to export the table to CSV, so you can create and graphs, look-ups or charts you wish, or upload into
whatever business intelligence or management information reporting tool you use.

Basic and Advanced Search

Using the Basic Search you can quickly type in an amount, transaction reference, customer name, and so on, to quickly filter the
table to show the specific transactions you are looking for.

The Advanced Search allows you to filter transactions based on the staff member who took them, the type of payment, the name of
the customer, the Reference, the transaction token, any notes you may have appended to the payment record, the channel over
which the payment was taken, any date range to wish to chose (up to the minute), and more.

You can use the Advanced Search to obtain a list of the transactions you wish to report on, then export them in a single clic k to CSV,
and create a chart in Excel in minutes.

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History View

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Table View

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Tips and Tricks
Learn these and become a pro!
Tips and Tricks

Bookmark or screenshot sections of this guide if you have difficulty with specific steps. Please consider the environment before
printing this document.

There’s no such thing as a stupid question! If you’re unsure of anything, ask your line manager or get in touch with the
PayGuard team; we’re always happy to help.

After logging in for the first time, you can change your password by
clicking the Settings button in the top right corner, and selecting
profile.

If you only have one Process available to you, you will not need to
select one – The pay tab will appear ready at the next step

If your direct dial number does not run through our network, you will
see a number in the Call me on field that you might not recognise. It’s
important that you leave this number as it is, as it will be linked
directly to your own and allow us to connect PayGuard to you.

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Tips and Tricks

If your customer has a menu on their phone number before you get through to them, for example, “Press 1 for Support,” then
you must reset the keypad before entering your PIN. Press ## to clear any previous buttons pressed during the call and reset
the PIN. This is displayed on the link screen, left, just in case you forget!

You can hover your mouse over the green Linked message to check that you are connected with the correct caller via their
phone number.

The reference field is not required by PayGuard to continue. If your business requires a reference in this field, make sure not
to forget!

Check with your supervisor to understand when different Methods

should be used.

Many customers will instinctively begin reading their card details.

Make sure to let them know beforehand that they will not need to. If
they start to read them out, it is important to ask them to stop!

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Tips and Tricks

If you cannot see your customer’s card details appearing on the screen as pictured when they enter them, there may be an
issue where we cannot hear the digits they are pressing on their phone. This can occasionally happen if there are issues on
their network. The best course of action here is to ask the customer if they have an alternate phone number you can contact
them on, like a landline.

It’s good practice to confirm the last four digits of the customer’s card back to them. If they have made a mistake or missed a
number out, these will likely not match.

Neither the Post-Order Reference nor the Notes will be seen by the customer. They are for internal use only.

Email and SMS confirmations are not receipts, and as such, should not
be referred to as such to your customer. This is simply a confirmation
that the payment has been processed via PayGuard.

If there are any issues with your customer being able to access the link,
you can click Regenerate Link to create a new one. Send this to them to
allow them to start entering their details again.

Your customer can use card details stored in their browser, for example
using Google’s Chrome Autofill, to complete their card details in
seconds!

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Thank you for your attention

Contact

If you have any questions on PayGuard, we are here to help. Just contact us using the information below.

03333 660 560 … Option 1 (support)

[email protected]

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