Virtual Terminal Handbook

This is a utility that allows you to directly run credit card transactions from within various Rossware applications, including ServiceDesk, SD-Mobile and SD-RevenueBuilder.  It is very well-integrated within each application. It will appear when requested and with the needed transaction amount. And, when the transaction is completed, the fact that the money was collected will automatically be recorded in the application. 

The utility allows you to run transactions by typing in card information, or via any of many different card-reading devices. Most of these devices can take card information via traditional swiping, via EMV chip, via contactless cards, and via Apple-Pay or Android Pay. 

It also allows you to run transactions using stored-card information.

Setting Up Your Merchant Gateway

Prior to 2022, we offered payment processing integration through either of two, non-Rossware-affiliated payment-gateway companies, TSYS and Altrias (TSYS was formerly known as Cayan, and before that as Merchant Warehouse). Beginning in Q3 of 2022, we offered a superior Rossware-branded payment gateway called RosswarePay. This is the gateway that we now very highly encourage you to use. 

To begin your setup with RosswarePay, just click on the "Get started now" button that you'll see here:

Then follow the prompts.

Installing the Program

If you’re using Virtual Terminal as an embedded feature within another Rossware product, there’s nothing to install (it’s already in the other product), and you may skip this section. 

If you wish to use the Virtual Terminal as a stand-alone product, please let us know, and we'll provide you with a setup. 

Entering Your Merchant Credentials in the Virtual Terminal

If you're using either of the two legacy gateway companies (i.e., TSYS or Altiras), you'll need to take such credentials as they provide and manually insert them into appropriate boxes of Virtual Terminal interface:

If you're using RosswarePay, there is only a single string that's needed by way of credentials, and it will automatically insert for you just as soon as you select "RosswarePay" as the connecting gateway: 

Once you've done this, your terminal is capable of running transactions. In particular, it's capable of running transactions that are manually keyed in.  If desiring to use a card-reading device, a tiny bit more setup is required.*

In regard to merchant credentials, there is a potential complicating factor if you’re running more than one business via the same Windows login, if you’re using the Virtual Terminal for each such business, and if you want to have the transactions for each business run on different merchant accounts. There is a solution, at least in the integrated-within-ServiceDesk context. For details, please open this document.

Acquiring Your Card-Reading Device(s)

RosswarePay, in particular, integrates with a large variety of card-reading devices.

Details are here

There are very nice Bluetooth devices that techs can use very effectively via SD-Mobile. There are "Cloud" devices that are perfect if you run ServiceDesk in a virtualized environment, for they need no direct connection (via cable, Bluetooth or WiFi) with the platform where ServiceDesk or similar is running. Whatever your need, there is very probably a device that is perfect to fulfill it.

Setting up to Use a Card-Reading Device

With TSYS and Altiras, setup for device usage is potentially (depending on the device) at least a little bit complex, and was sometimes even on the problematic side. With RosswarePay, it's eminently simple.

Just click on the "Device Setup" button:

Then, in the RosswarePay section, select whether the reader that you're using falls in the "Dynamo-type" or "Cloud Reader" category:

If you select "Cloud Reader," the system will query to find a full list of such readers as you've registered for your company, and you'll be prompted to select the particular such reader that you wish to connect to:

That's all there is to it. Once you've done this, your Virtual Terminal is ready to work with the designated card-reading device.

Running Actual Transactions

This is very self-explanatory. 

In the RosswarePay-setup scenario, there are three sections that comprise the main body of the interface:

The first such section is designated (simply by clicking within it) if you wish to charge on a customer's stored-card information:

The second section is designated (again, simply by clicking in it) if you want to run a transaction by manually typing in the card information::

In this case, when you click to execute, you'll be transported to a browser interface where the card number, expire date and security code will be entered. It's by keeping such input in a secure interface that we eliminate any and all concerns that would would otherwise have in regard to PCI compliance.

The third section is designated if you want to use a card-reading device to run your transaction:

If you've entered the Virtual Terminal from an integrated context (e.g., to charge on a job within ServiceDesk, the system will auto-fill the amount and the applicable JobRecord reference number:

And, once the interface has an amount to charge and selection of a viable processing path, the "Execute Sale" button activates. Then, it's simply a matter of clicking on the button to complete the process . . . at which point you'll quickly see the result:

Two other items are reasonable obvious in purpose and effect.

Activate this checkbox if you deliberately intend to do more than one transaction in the same amount and against the same card in the same day (otherwise, such a transaction is deemed a duplicate and will be denied:

Activate this checkbox if you want to pay money to the cardholder (otherwise known as "Refund" or "Credit") instead of taking money from the cardholder.

This latter option does require input of a high-level password before the system will accept its activation, and it's not offered to technician in SD-Mobile in any case at all.

If you’re using Virtual Terminal as a stand-alone application, you’ll likely need no more instruction. 

On the other hand, if you’re using Virtual Terminal via its embedded integration in another Rossware product (e.g., ServiceDesk, SD-Mobile or SD-RevenueBuilder), there are some significant details regarding embedded use.  You should read about these.  They are contained in this document:

Some Specifics About Integrated Use Within ServiceDesk

This section needs re-writing. As of present updating work performed on 1/4/23, we find reference to this document:

Which is not well-written, and is badly out of date. We'll seek to update and re-write this section ASAP.

Reviewing Your Transactions On-Line

This section needs re-writing so as to competently explain how to use the RosswarePay MechantLink online interface.

Assuring You Have an Awesome Deal on RosswarePay

When you talk with the setup persons at Fullsteam, please do not hesitate to provide them with some recent statements from your existing provider.

If you already have excellent rates, simply demand that they at least match your existing rates. Maybe they can do better, but, if you already have excellent rates, perhaps not.

If potentially your existing rates are not excellent, ask them to do the very best that they can. If you're satisfied with that they offer, great. If not, we suggest you show them bona fide offers from any other company that are better, and then demand that they match such bona fide offers.

By way of guidance, our experience is that a service company is doing very, very, very well, if it can get its net processing cost down to between around 2.5 percent of the total amount processed (we call this the "net effective rate;" to obtain it, just divide your total fee by the total processed). Under 3 percent is still reasonably excellent, and under 3.5 percent is reasonably good. Companies with larger volumes can usually achiever lower net effective rates. It also makes a difference if you have lots of customers using premium cards. If so, your net effective cost can't help but be higher.

PCI Compliance

A beauty with RosswarePay is that sensitive credit card data is never handled (it's never even touched) by your software. Because of this, there is no need for you to concern yourself with the headaches and expense of PCI compliance when using RosswarePay. You will be automatically compliant. This is not the case with the legacy (TSYS and Altiras) processors.