GAAP Generic Training Material

 

1.  About the campaign

Mobile Transactions at GAAP Client  

GAAP Client will now be accepting Mobile Transactions at the Point of Sale. 

What is a Mobile Transaction?

Customers can now use their phones to redeem coupons and vouchers and make payments.

All the customer needs in order to make a mobile transaction is a wiCode

2.  What is a wiCode?

A wiCode /QRcode is a one time code that can be used only ONCE at checkout to allow a mobile transaction from any mobile phone. 

The wiCode can be 7, 9 or 12 digits long.

wiCodes have a monetary value. 

wiCodes can be processed by:

Entering the wiCode number manually into the

Point of Sale. 

Customers might say:

“ I want to use my App”

“ Can I use my vouchers/coupons” 

“ Can I use my wiCode?” 

“ Can I pay with my phone?” 

3.  Single button at POS 

One single button on the Point of Sale

All mobile transactions are made through  a single button on the POS called

MOBILE  

There are TWO ways to process a Mobile Transaction
1.  Sit Down	2.  Over The Counter
Scanning the QR Code	Manual Entry
The customer scans the QR code found on the bill with their phone’s camera.	The customer gives the cashier a wiCode number to enter manually into the POS.
Manual Entry	Scanning the QR Code
The customer a wiCode number to the waiter to enter  manually in the POS.	The customer scans the QR code on their phone with the store’s scanner/camera.

4.  Customer & Cashier journey 

Mobile transactions steps for Sit Down Payment 

Waiter to create order for sit down table

Customer requests the bill. 

Waiter prints a bill with the QRcode on the slip. 

Making Payment

The customer chooses their method of payment. 

Mobile Transaction processed

The customer scans the QR code on the slip and uses the app on their mobile phone to pay for the transaction. 

Payment confirmation

Waiter returns to POS to close off the table. 

5.  Step by step instructions

1.  Sit Down - Customer scans the QR Code on the bill
The customer requests the bill
The waiter brings the bill to the table
The customer scans the QR code on the bill
Waiter returns to POS
The transaction should be successful and the       transaction amount should match the mobile       payment amount.
If the payment was made in full, the table will be closed off automatically.
If any remaining balance customer pays balance with cash or card.

Sit Down Payment Steps Scanning QRcode on the bill

Step 1: 

Waiter will ring up the order & assigns to a table

Step 2: 

Select Print Bill

Sit Down Payment Steps

Bill Printed	Making Payment
The bill is printed and presented at the table.	The customer scans the QR code with their mobile phone.
	Once paid via the app the customer can advise the waiter that they have paid for the transaction.
	The waiter must return to the POS to close the transaction.

Step 3: 

Waiter will select the table

Step 4: 

Select SubTotal

Step 5: 

Select Mobile

Step 6:

Select Refresh to display transaction on the POS 

Step 7:

Select Accept Payment to add the mobile transaction to the bill

Closing off the transaction at the POS

If there is an outstanding balance please ask the customer to pay with either: 

• Cash 
• Card

Or another Mobile Payment 

Please follow your store’s procedures and close off the sale.

Print out a new bill if there is a remaining balance and take it back to the table for the customer to pay.  

If there is no remaining balance the sale will be closed automatically. 

1.  Sit Down - Manual wiCode Entry
The customer requests the bill.
The waiter brings the bill to the table.
The customer gives the waiter the wiCode number.
Waiter writes the wiCode number.
Waiter returns to POS and enters wiCode.
If the transaction is paid in full the POS closes off.
If there is any remaining balance, the waiter prints off the new bill and takes it to the customer.
Customer pays the balance with cash or card.

Sit Down Payment Steps Manual Entry

Step 1: Waiter will select the table

Step 2: Select Sub Total

Step 3: Select Mobile

Step 4: Select Scan Code to manually enter wiCode on the POS 

Step 5: Select Refresh to display transaction on the POS if it does not display immediately 

Step 6: Select Accept Payment to add the mobile transaction to the bill

Closing off the transaction at the POS

If there is an outstanding balance please ask the customer to pay with either: 

• Cash 
• Card

Or another Mobile Payment 

Please follow your store’s procedures and close off the sale.

Print out a new bill if there is a remaining balance and take it back to the table for the customer to pay.  

If there is no remaining balance the sale will be closed automatically. 

2.  Over The Counter - Scanning or Manual entry
The customer will request the bill.
The cashier rings up the items.
The customer gives the cashier their wiCode number.
Or the customer scans their QR Code with the scanner
The cashier enters the wiCode into POS
If the transaction is paid in full then the POS will automatically close
If there is any remaining balance, the cashier asks the   customer to pay with cash or card.

Mobile transactions steps for Over the Counter Payment

Step 1: Ring up the items on POS as usual Step 2: Select SubTotal  Step 3: Select Mobile / wiCode button Step 4: Select wiCode Entry Step 5: Allow the customer to scan their QR code                            with the camera/scanner  Or  Ask the customer for their wiCode number & enter wiCode number in the mobile field  Step 6: Select Enter and wait for the transaction to               approve The transaction will close off automatically if the payment was made in full.  Any remaining balance due to be paid using cash, card or additional wiCode

 Over The Counter Payment Steps

Step 1: Ring up item on POS

Step 2: Select SubTotal

Step 3: Select Mobile

Step 4: Select Scan Code to manually enter wiCode on the POS 

Step 5: Select Refresh to display transaction on the POS if it does not display immediately 

Step 6: Select Accept Payment to add the mobile transaction to the bill

Closing off the transaction at the POS

If there is an outstanding balance please ask the customer to pay with either: 

• Cash 
• Card

Or another Mobile Payment 

Please follow your store’s procedures and close off the sale.

Print out a new bill if there is a remaining balance and take it back to the table for the customer to pay.  

If there is no remaining balance the sale will be closed automatically. 

6.  Do’s and Don'ts 

What is a campaign?

It’s a specific promotion running in a store.

Managers, staff & cashiers need to be aware of active campaigns. 

Never turn away a customer with a wiCode. 

Please enter the wiCode in the POS. 

If successful, the campaign is active and the wiCode belongs

to an active campaign. 

If it fails the POS will indicate the error message

Please trust your system. 

7.  Internet issues 

QUESTIONS	ANSWERS
1. What happens if the internet is not working?	wiCodes cannot be entered in your POS. Contact your manager to call the internet provider.  Please ask the customer for another payment tender.
2. Can I write down the customer's wiCode number to enter in later?	Never write down the customers wiCode/Coupons to enter in later.
3. Why cant I write the wiCode numbers down to enter in later.	wiCode will expire as they have a time limit once issued. Therefore, the store will not be able to recover the wiCodes at a later stage and the store will lose money.
4. Can a customer use more than one wiCode when making a purchase?	Yes, the customer can use multiple wiCodes.
5.Can a customer use the same wiCode twice?	No, a wiCode can only be used once.

8.  FAQ

QUESTIONS	ANSWERS
1. Can a customer cancel their order after the cashier entered a successful wiCode?	Yes, depending on the POS, campaign and app a POS can cancel a transaction.
2. Can a cashier void a transaction after entering the wiCode?	Yes, depending on the POS, campaign and app a POS can cancel a transaction.
3. A customer made a purchase using a wiCode and wants a refund. Is this possible?	A customer can be refunded for a purchase when using a wiCode. Please note: The POS does not issue new wiCodes. Once a wiCode is used and the customer wants to cancel their purchase they will need to request a new wiCode from the campaign owner or the app.
4.Can a customer exchange wiCodes for cash?	No
5. Does a customer receive change when using a wiCode?	No, the wiCode will tender off without change

9. Error codes 

FAILED MESSAGE	IMAGE	REASON	HOW TO SOLVE IT	WHO TO CONTACT
Invalid wiCode/wiCode not reserved		The wiCode number was entered incorrectly. wiCode has already expired.  The wiCode has already been redeemed.	wiCodes are either 7, 9 or 12 digits long. Re-enter a valid wiCode Ref. to customer SMS for campaign details.	Contact wiGroup Support [e-mail]
Voucher cannot be redeemed at current merchant		The wiCode is not valid at stores.	Refer to customer SMS copy or campaign T&C’s.	Contact wiGroup Support [e-mail]
Voucher cannot be redeemed (required product not in basket)		Product ordered is not linked to the campaign, discount does not apply to the customer’s order.	Confirm that the customer is trying to use the voucher on the exact product according to the campaign T&C’s.	Contact wiGroup Support [e-mail]
The basket spend is below the minimum basket amount required for discount		Spend is below the minimum amount required to earn a discount.	Customers need to refer to campaign T&C’s. i.e. ‘Get R50 off when you spend R150 or more”	Contact wiGroup Support [e-mail]
Cannot connect to wiGroup server		There is no internet connection to the workstation .	Connect to the internet / refer to Internet Service Provider.	If there is NO Internet in the back office, escalate to Internet Service Provider ASAP. If no internet connection to workstations, please contact GAAP 0861 745 260
Merchant authentication failed		The wiGroup STORE ID is wrong.		Escalate to GAAP check that the correct STORE ID is linked to the store 0861 745 260
General System Error		General system error on the wiGroup Platform.		Escalate to GAAP 0861 745 260
wiGroup tender Mode closes/freezes when a transaction is attempted		wiGroup tender mode is not set up correctly on POS terminal.		Escalate to GAAP to check  wiGroup tender mode installation and configuration.  GAAP 0861 745 260