QuickStream Portal User Guide

Welcome to QuickStream Portal. This user guide describes how to use the QuickStream Portal solution and explains how to navigate the website. High-level overviews, as well as detailed web page descriptions, are provided to help explain the solution.

If you are already familiar with QuickStream Portal, but would like help with a particular task, you can jump to the Frequently Asked Questions section. Or, if you would like help to understand a particular web page you may go straight to the Pages section for a detailed description of each web page.

This section describes the basic layout of QuickStream Portal. This layout will appear once you have signed into QuickStream Portal. For information about signing into QuickStream Portal please read ‘How do I sign into QuickStream Portal?’

The QuickStream Portal layout contains:

  1. Tabs
  2. Submenu
  3. Page content
  4. Help
  5. Profile
  6. Sign out

QuickStream Portal page layout

Tabs are displayed across the top of each page. Each tab represents a part of the solution that you have access to. When you click on one of the tabs it will become the active tab and the sub menu will drop down.

A sub menu is displayed down under each tab once activated. It lists the things you can see and do within this part of QuickStream Portal. When you click on one of the sub menu links QuickStream Portal will present information about this link in the page content.

The Page content section is where information about a particular topic is displayed. The content of this page will change when you choose a new option in a sub menu. To see all the different pages that can appear in this section, please read QuickStream Portal pages.

The help Help and Documentation Icon icon opens the Help & Documentation menu where you can find information about different QuickStream products.

You can also view the contact details for:

  • your Westpac Contact
  • the QuickStream Technical Support Helpdesk

The My profile My Profile icon link takes you to the Update My Profile page where you can:

  • update your personal details
  • change your password
  • change your security questions and answers
  • change the timezone the system will display dates in

A Sign out Sign Out button button is located in the top right of the page. Once you are finished using QuickStream Portal we recommend clicking this button to ensure you correctly exist the system.

A description of each tab and their corresponding sub menus is provided in the following sections.

Dashboard

General information about the system displays on the Dashboard tab. This tab is usually active when you first sign in to QuickStream Portal.

The Dashboard page provides a summary of the latest QuickStream Portal information. After you sign in, it is usually the first page you see. The purpose of the page is to give you a quick overview of your solution. It also provides quick access to other often used areas of the solution.

The image below shows one example of a Dashboard page. It allows you to view recent transactions, view recent settlements and download recent reports.

Dashboard example

Transactions & Reports

The Transactions & Reports tab is where information about transactions, bank statements, payment tools and other reports are located.

Recent Transactions

This page allows you to view the last 20 transactions for your facility for a single business. View the last 20 transactions for another business by changing the Business filter.

See Find or Refund Transaction - Actions for the actions you can take on this page.

Recent Transactions Page

Find or Refund a Transaction

The Find or Refund a Transaction page allows you to search for transactions. By default, the page will show you all transactions for the current settlement date.

You can choose from three different search types:

  1. Settlement Date
  2. Reference
  3. Account Details

Find a transaction by reference

Search by Settlement Date

The Settlement Date is the actual date on which the transaction was banked with Westpac.

Search by Reference

The reference can be the:

  • Customer Reference Number; or
  • the Payment Reference Number; or
  • the QuickStream Receipt Number

Search by Account Details

Enter the account details to find transactions taken from that account.

  • Search by credit card by entering the full or partial card number.
  • Search by bank account by entering the BSB and Account Number for Australia, or Bank Code, Branch Code and Account Number for New Zealand.
  • If your facility is enabled for QuickVault you can enter the Account Token.

Advanced Options

Select “Show Advanced Search” to display extra search options. You can use these options in conjunction with each search type.

  • If you have many supplier businesses, you can specify which business to search on. If you only have one supplier business, this option will not appear.
  • If you have many accounts assigned to your QuickStream Portal facility, you can specify this in the search.

Search Results

QuickStream Portal displays a table of relevant results after performing a search.

The table has the following information:

Column Name Description
Receipt Number QuickStream allocates a unique receipt number for each transaction. Click to view the transaction details.
Customer Reference Number A customer level reference number. This number identifies your customer.
Payment Reference A payment level reference number. This number identifies the payment, for example, an invoice number.
Transaction Time The date and time the transaction was completed by Westpac.
Status The transaction status as received by Westpac from the account holder’s bank.
Amount The currency and amount of the transaction. QuickStream Portal displays a refund as a negative value.
Tips
  • Hover over the transaction status to view more information. A pop-up shows the response code and description received from the other bank.

Transaction status pop-up

  • Click the “…” button that appears on each line to view actions you can take for a transaction. The actions you can choose from are different for each status.

Transaction context menu

Actions

Clicking the receipt number will allow you to view the transaction details. Depending on the transaction status you will be able to take a number of actions that include:

  1. Enter an email address and send an email receipt.
  2. Print the receipt as a PDF.
  3. Refund the transaction. Return the money to the payer’s account. This action is available for credit card transactions after the bank cut-off time. This action is available for bank account payments 4 banking days after the
  4. Void the transaction. Stop the transaction from being included in the settlement. No money will be exchanged. This action is available for credit card transactions prior to the bank cut-off time and for direct debit transaction prior to them being sent to the bank for processing.
  5. Cancel the transaction. This will mark the suspected fraud payment as “Voided” and the transaction will not be attempted. The transaction will no longer be shown in the Review Suspended Transactions page.
  6. Complete the transaction. This will by-pass Fraud Guard and attempt the credit card payment.
  7. Retry the transaction. When a credit card transaction has “soft-declined” this button will be available and you may attempt the transaction again.

Transaction Details Page

You can also take common actions from the context menu in the search results:

Transaction context menu

Review Suspend Transactions

The Review Suspended Transactions page is available when you have Fraud Guard. The page allows you to action transactions that were suspended due to suspected fraud.

By default, the page displays the suspended transactions for the current month. You can filter the results by:

  1. Business
  2. Choose a specific month
  3. Jump backwards and forwards through nearby months

Review Suspended Transactions

Search Results

QuickStream Portal displays a table of relevant results after performing a search.

The table has the following information:

Column Name Description
Receipt Number QuickStream allocates a unique receipt number for each transaction. Click to view the transaction details.
Customer Reference Number A customer level reference number. This number identifies your customer.
Payment Reference A payment level reference number. This number identifies the payment, for example, an invoice number.
Transaction Time The date and time the transaction was completed by Westpac.
Status The transaction status as received by Westpac from the account holder’s bank.
Amount The currency and amount of the transaction. QuickStream Portal displays a refund as a negative value.
Tips
  • Hover over the transaction status to view more information. A pop-up shows the response code and description received from Fraud Guard.

Transaction status pop-up

  • Click the “…” button that appears on each line to view actions you can take for a transaction. The actions you can choose from are different for each status.

Transaction context menu

Actions

Click on the receipt number to view the transaction details. From the transaction details page you can:

  1. Enter an email address to send an email receipt.
  2. Print the receipt as a PDF.
  3. Cancel the transaction. This will mark the payment as “Voided” and the transaction will not be attempted. The transaction will no longer be shown in the Review Suspended Transactions page.
  4. Complete the transaction. This will by-pass Fraud Guard and attempt the credit card payment.

Review Suspended Transactions

You can also take common actions from the context menu in the search results

Transaction context menu

Find Payment Files

This page displays batch payment files that have been processed by QuickStream. To search for batch payment files choose a time period or select specific dates. By default, you will be shown payment files processed this week.

Payment files are displayed in a table with the following columns:

  1. File Name is the name of the file processed by the system. If QuickStream can not determine the file name it will be displayed as “Not Provided”.
  2. Created On is the date and time the file was created in QuickStream.
  3. File Status is the current status of the file.
  4. Number of Batches is the total number of payment batches in the payment file.
  5. Total File Amount is the net total of all transactions in the file.

Payment Files

To view the payment batches in the file, click on the File Name. This page is the “Payment File Summary”. This page displays the further details about the payment file, including the total approved and declined transaction amounts.

Each payment batch in the file is listed in a table under the following headings:

  1. Batch Code is the unique identifier given to the payment batch inside your payment file.
  2. Settlement Date is the settlement date of the transactions in that payment batch.
  3. Payment Method is the type of payments inside the payment batch. This will be either Credit Card or Bank Account.
  4. Batch Status is the current status of that payment batch.
  5. Number of Transactions is the total number of transactions in the payment batch.
  6. Total Amount is the net total amount of the transactions in the payment batch.

Payment File Summary

To view the transactions in that payment batch, click on the Batch Code. This page is the “Payment Batch Summary”. This page allows you to view a breakdown of the approved and declined transactions.

On this page, you can view a summary of the transactions by:

  1. Declined Transactions.
  2. Approved Transactions.
  3. Card Scheme (for credit card payment batches only)

Payment Batch Summary

You can view the summary in a table or a chart by clicking the Table or Chart toggle toggle.

By default, you will be displayed a summary of the declined transactions in the payment batch. The transactions are grouped by Response Code and Description. The Response Code is the code returned by the account holder’s financial institution.

Declined Transaction Summary

Select the red Expand Icon icon to expand each response into the transactions. Click on the Receipt Number to view the transaction details or take action immediately from the context menu.

Retry Failed Transactions

This page displays recurring or batch transactions that have been soft-declined by the account holder’s financial institution. A transaction that has soft-declined can be retried and may be successful in the future.

Retry Failed Transactions page

This page displays the transactions that can be retried for the current month. You can search for transactions up to 6 months in the past. The transactions that can be retried are displayed in a table with the following headings:

  1. Receipt Number is the unique transaction identifier allocated by QuickStream.
  2. Customer Reference Number is the customer-level identifier for the transaction.
  3. Payment Reference is the payment-level identifier for the transaction.
  4. Transaction Time is the date and time the transaction was performed.
  5. Status will always display “Declined”. When you hover over the status more information is displayed.
  6. Amount is the failed transaction amount.
  7. Automatic Retry Date is the next date the transaction will be automatically retried. This is applicable only when you have set up an Automatic Retry of Failed Payments schedule.

You can view details of the transaction by clicking the Receipt Number. You can also jump to available actions on a transaction via the context menu.

Context menu

The available actions on this page are:

  1. Retry a Failed Transaction
  2. Cancel Automatic Retry for a Transaction
  3. Change your Automatic Retry Schedule

Retry a Failed Transaction

To manually retry a failed payment, click on the “Receipt Number to view the transaction details. On this page you can:

  1. Retry the transaction with the same account details
  2. Change the account details and retry the transaction
  3. Change to a credit card or a bank account and retry the transaction.

Retry a Failed Transaction

Cancel Automatic Retry for a Transaction

To cancel automatic retries for a transaction, open the context menu for the transaction and click "Cancel automatic retry”.

Context menu

You will then be asked to confirm.

Cancel and Automatic Retry for a Transaction

Automatic Retry of Failed Payments

QuickStream Portal can automatically retry soft-declined recurring or batch payments on a schedule. You can modify the schedule in the Facility Settings section of the application. If you have access to Facility Settings you will be presented a link on the “Retry Failed Transactions” page.

Manage your Automatic Retry of Failed Payments Schedule

On the Facility Settings page, scroll down to the “Automatic Retry Of Failed Payments” section. This option enables the automatic re-processing of failed payments within 4 banking days after the original payment. Payments are not reprocessed if the response code indicates a problem with the customer’s details (e.g. expired card, invalid account number). When this option is enabled, any failed payments that occur from that point onwards are subject to retries.

Manage your Automatic Retry of Failed Payments Schedule

Open Pre-Auths

This page lists any approved pre-authorisation transactions that have not yet been captured. To capture a pre-auth, select it from the list then press the Capture button.

Open Pre-Auths page showing 3 pre-authorisation transactions that have not been captured.

What is a Pre-Auth?

A pre-authoration is a transaction that reserves funds on a card-holder’s account but does not debit the funds from the account. This allows you to check that a credit card account is valid and contains sufficient funds for a purchase. A pre-auth will reduce the available balance of the card-holder’s account until the pre-auth is captured, or the card-holder’s bank expires it. This expiry period varies between banks, but is usually 3-7 days.

To debit the card-holder’s account, you must perform a capture transaction for the pre-auth. The capture transaction will appear on the card-holder’s statement, whereas the pre-auth will not.

Export Transaction Reports

Select Transactions and Reports -> Export Transactions to view the Export Transactions page.

Export Transaction Reports

Select the dates and other options for the type of export you wish to download. Wait until your report finishes generating and download it to your computer. If the report is taking a long time, you can come back later and download it from the Recent Exports section.

Transaction exports will remain available for 2 days.

The Transaction export report is default report and does not contain any custom data. If the report does not contain specific data you require for reconciliation please review the relevant Cash Applied File information available in the Technical Implementation Guide.

Transaction Export Format

The transaction export uses a CSV file format. Each line in the file represents one transaction. When a value on the line includes a comma, the whole value is contained within a pair of double quotes.

value 1, value 2,"value, 3",value 4

There are two types of rows in the transaction export:

  1. Header row
  2. Transaction row

The header row is the first row in the file. It contains the column headings.

For example:

Community Code,Business Code,Business Name

The header row is then followed by many transaction rows. A transaction row represents a single transaction attempt.

For example:

TEST,BUSINESSONE,"Business One, New Park"

The transaction row contains details of your customer’s payment, pre-authorisation or refund.

File Format Specification
Column Heading Description
Community Code Your QuickStream Community Code. This code is your unique identifier for your QuickStream facility.
Business Code The QuickStream Business Code that the transaction went to.
Business Name The name of the QuickStream Business that the transaction went to.
Source The source of the transaction. For example QuickWeb or QuickBatch.
Order Type The order type of the transaction. For example capture, refund or pre-auth.
Receipt Number The unique receipt number allocated by QuickStream to the transaction.
Customer Reference Number A customer level identifier for the transaction as passed by to QuickStream by a product. For example, you may pass or ask your customer to enter a Customer Reference Number on your QuickWeb.
Customer Number A customer level identifier for the transaction. This has a value only when you allocate a transaction to a customer record in QuickStream.
Payment Reference A payment level identifier for the transaction as passed by to QuickStream by a product. For example, you may pass or ask your customer to enter a Payment Reference Number on your QuickWeb.
Payment Amount The total payment amount. This is Principal Amount, plus Surcharge Amount.
Principal Amount The principal amount of the transaction. This is Payment Amount, minus Surcharge Amount.
Surcharge Amount The surcharge amount of the transaction.
Currency The currency code of the transaction.
Settlement Date The settlement date of the transaction.
Transaction Date/Time The date and time a QuickStream performed the transaction.
Transaction Status The response code.
Summary Code The summary code for the given response code.
Transaction Status Description The description of the given response code.
Summary Description A short description about the summary code. One of:
  • Declined - The transaction was declined by the other financial institution.
  • Approved - The transaction was approved.
  • Approved* - The transaction was sent to the other financial institution and waiting for a response.
  • Void - The transaction was cancelled through QuickStream Portal or QuickGateway before settlement.
  • Error - May indicate the transaction was not processed. Use QuickStream Portal to query the transaction.
Authorisation Code For pre-authorisation transaction this is the authorisation code returned from the bank.
Settlement Account Name The name of the settlement account. This is usually the Merchant ID for credit card transactions.
Payment Instrument The payment instrument used to make the transactions.
Account Type The type of account used to make the transaction. For example: differentiate between credit card and bank account transactions.
Customer Account Business Code The customer account business code. Not used for all solutions.
Credit Card Scheme The credit card scheme for credit card transactions. One of:
  • VISA
  • MASTERCARD
  • AMEX
  • DINERS
  • UNIONPAY
  • UNKNOWN
  • JCB
Credit Card Number The credit card number, masked.
Credit Card Expiry Date The credit card expiry date.
Cardholder Name The cardholder name.
Bank Account Name The payer’s bank account name. For bank account transactions.
Bank Account BSB The bank account BSB. For Australian bank account transactions.
Bank Account Number The bank account number. For bank account transactions.
Bank Account Bank Code The bank code. For New Zealand bank account transactions.
Bank Account Branch Code The branch code. For New Zealand bank account transactions.
Bank Account Suffix The account suffix. For New Zealand bank account transactions.
Login Name The login name of the user who made the transaction. QuickTerminal transactions only.
Full Name The full name of the user who made the transaction. QuickTerminal transactions only.
Comment The comment left by the user who made the transaction. QuickTerminal transactions only.
Related Transaction Receipt Number If you retry, complete or refund a transaction, the original receipt number appears here.
Fraud Guard Result The fraud guard result description. For facilities using Fraud Guard only.
Ecommerce Identifier The ecommerce identifier description for the transaction. For credit card transactions.

Make a Credit Card Payment

This function allows you to take a credit card payment. To make a credit card payment, enter the following details and click the ‘Next’ button:

Make a Credit Card Payment

  1. Merchant: Select the merchant to settle the funds to. You may have one or more merchants attached to your facility.
  2. Customer Reference Number: Enter a customer-level reference number. This should uniquely identify the customer you are taking the payment from. This will appear in payment reports and can be used for allocation in your systems.
  3. Payment Amount: Enter the amount to take from your customers’ credit card.
  4. Cardholder Name: (Optional) Enter the cardholder name.
  5. Credit Card Number: Enter the credit card number. The accepted card schemes (e.g. Visa, MasterCard, UnionPay, Amex, JCB or Diners) are displayed below the field.
  6. Expiry Date: Enter the four digit expiry date. In the first field, enter the two digit month (e.g. For February, enter 02). Enter the two-digit year in the second field (e.g. For 2019, enter 19).
  7. Card Verification Number: (Optional) if you have the CVN, enter the three digit (for Visa, MasterCard and UnionPay) or four-digit (for Amex and Diners) number.
  8. Comment: (Optional) Enter additional information about the payment. This will appear in payment reports and can be used for allocation in your systems.

You will then be asked to confirm the payment. Review the payment details and click the Confirm button and the payment will be attempted and you will be shown the result of the payment on the Transaction Details page.

Transaction Details Page

On this page, you can send a receipt to your customer via email, void the payment or print a receipt. See Find or Refund a Transaction for details about finding transactions and the actions you can take on them.

Make a Bank Account payment

This function allows you to take a bank account payment. To make a credit card payment, enter the following details and click the ‘Next’ button:

Make a Bank Account Payment

  1. Direct Debit Account: Select the direct debit account to settle the funds to. You may have one or more accounts attached to your facility.
  2. Customer Reference Number: Enter a customer-level reference number. This should uniquely identify the customer you are taking the payment from. This will appear in payment reports and can be used for allocation in your systems.
  3. Payment Amount: Enter the amount to take from your customers’ bank account.
  4. Account Name: (Optional) Enter the account holder’s name.
  5. Account Details: For Australian accounts, enter the BSB and Account Number. For New Zealand accounts, enter the Bank Code, Branch Code and Account Number.
  6. Direct Debit Request: Tick the checkbox to confirm that you have permission to debit the customer’s bank account for your facility.
  7. Comment: (Optional) Enter additional information about the payment. This will appear in payment reports and can be used for allocation in your systems.

You will then be asked to confirm the payment. Review the payment details and click the Confirm button and the payment will be attempted and you will be shown the result of the payment on the Transaction Details page.

Transaction Details Page

On this page, you can send a receipt to your customer via email, void the payment or print a receipt. See Find or Refund a Transaction for details about finding transactions and the actions you can take on them.

Make a Payment for an Existing Customer

This function allows you to take a credit card payment for an existing customer stored in the system. To take a payment from an existing customer, you must first find the customer by their details:

Search for a Customer

On this page you can:

  1. Search on customer details: Enter the customer name, name and/or email address to find the customer in the system.
  2. Search on schedule: Enter the Payment Schedule Code. This is a unique identifier for a Recurring Payment Schedule (when you have QuickTerminal Recurring).
  3. Search on account token: Enter the Account Token (aka Preregistration Code). This is a unique identifier for a QuickVault account (when you have QuickVault).

Click the Search button to find the customer you wish to take a payment for. When you select the customer, you will be on the Payment Details page. Their account will have been pre-filled in the format.

Enter the missing or updated details:

For a credit card payment:

  1. Customer Reference Number: Enter a customer-level reference number. This should uniquely identify the customer you are taking the payment from. This will appear in payment reports and can be used for allocation in your systems.
  2. Payment Amount: Enter the amount to take from your customers’ credit card.
  3. Expiry Date: Enter the four digit expiry date. In the first field, enter the two digit month (e.g. For February, enter 02). Enter the two-digit year in the second field (e.g. For 2019, enter 19).
  4. Card Verification Number: (Optional) If you have the CVN, enter the three digit (for Visa, Mastercard and UnionPay) or four-digit (for Amex and Diners) number.
  5. Merchant: Select the merchant to settle the funds to. You may have one or more merchants attached to your facility.
  6. Comment: (Optional) Enter additional information about the payment. This will appear in payment reports and can be used for allocation in your systems.

For a bank account payment:

  1. Customer Reference Number: Enter a customer-level reference number. This should uniquely identify the customer you are taking the payment from. This will appear in payment reports and can be used for allocation in your systems.
  2. Payment Amount: Enter the amount to take from your customers’ credit card.
  3. Account Details: For Australian accounts, enter the BSB and Account Number. For New Zealand accounts, enter the Bank Code, Branch Code and Account Number.
  4. Direct Debit Request: Tick the checkbox to confirm that you have permission to debit the customer’s bank account for your facility.
  5. Direct Debit Account: Select the direct debit account to settle the funds to. You may have one or more accounts attached to your facility.
  6. Comment: (Optional) Enter additional information about the payment. This will appear in payment reports and can be used for allocation in your systems.

Enter Payment Details for a Customer

Once you have filled in the details, click Next:

You will then be asked to confirm the payment. Review the payment details and click the Confirm button and the payment will be attempted and you will be shown the result of the payment on the Transaction Details page.

Transaction Details Page

On this page, you can send a receipt to your customer via email, void the payment or print a receipt. See Find or Refund a Transaction for details about finding transactions and the actions you can take on them.

Daily Settlement

This page displays an indicative settlement amount for transactions through QuickStream. The settlement amounts are calculated based on the transactions taken through the system on any given banking day. They are displayed indicative of how the settlements will appear on your bank statement.

On this page, you can view the daily settlement for a banking day in the past. To change the banking day:

  • Enter a settlement date, or
  • Jump to a recent settlement date. By default, the previous settlement date is selected.

If you have multiple businesses under your facility, you can change view the Daily Settlement report per business.

Daily Settlement

In the last section of the page, relevant daily transaction reports will appear. If you do not receive transaction reports or QuickRec Bank Statements via QuickStream Portal this section will not appear. Any custom reports can be downloaded using the Facility Reports page.

The page typically shows up to 10 reports at a time. To view the next 10 reports click the Next 10 link. Click the File link next to the report to download a raw file. Alternatively, you can click the Zip link to download a compressed version of your report.

Weekly Settlement

This page displays an indicative settlement amount for transactions through QuickStream. The settlement amounts are calculated based on the transactions taken through the system on any given banking day for a settlement week. They are displayed indicative of how the settlements will appear on your bank statement.

On this page, you can view the daily settlements for weeks in the past. To change the settlement week:

  • Choose a Settlement Week , or
  • Jump to the week beginning date.

If you have multiple businesses under your facility, you can change view the Weekly Settlement report per business.

Weekly Settlement

You may also view the daily settlement report for any day in the week.

In the last section of the page, relevant weekly transaction reports will appear. For instance, if you have a Weekly Transaction Report it will appear in this list.

The page typically shows up to 10 reports at a time. To view the next 10 reports click the Next 10 link. Click the File link next to the report to download a raw file. Alternatively, you can click the Zip link to download a compressed version of your report.

Monthly Settlement

This page displays monthly transaction reports containing the breakdown of transactions made over a settlement month. Note: You will only have access to this page if you have requested a monthly transaction report.

Standard Monthly Settlement Reports are available on the 3rd banking day of the month at 10:00am AEST for the previous month.

On this page, you can view the monthly reports for each month of the year in the past. To change the month:

  • Select a settlement month , or
  • Jump to a recent month.

By default, the previous month is selected.

Monthly Settlement

The page typically shows up to 10 reports at a time. To view the next 10 reports click the Next 10 link. Click the File link next to the report to download a raw file. Alternatively, you can click the Zip link to download a compressed version of your report.

Bank Statements

This page provides a list of your bank statements. Each line represents a bank statement for a particular day. Summary information including the number of payments already allocated is shown against each bank statement. More detailed information can be viewed by clicking the link under the ‘Date’ column.

The list of bank statements is sorted based on date. The page typically shows 10 statements at a time. To view the next 10 click the 'Next 10’ link at the bottom of the page.

Search Bank Statements

The following table explains the data that is shown under each column:

Column Description
Date The date the bank statement was created. Click this link to view more information about the statement.
Opening Balance The amount of funds in the account at the beginning of the day.
Closing Balance The amount of funds in the account at the end of the day.
Credits The number of credits included in the bank statement.
Debits The number of debits included in the bank statement.
Allocations The first number represents the number of transactions that have already been allocated to customers. The second number represents the total number of transactions.
For example, 2/97 indicates that 2 out of 97 transactions have been allocated to customers, meaning 95 transactions are still unallocated.
Status The current status of the bank statement.

Select the Date to view details of the statement.

Statement Details

This page displays all the information about a particular bank statement. The top section provides a summary of the bank statement, while the bottom section lists each transaction and shows whether the transaction has been allocated to a customer.

To view more information about a particular transaction, click the arrow to the right of the transaction. If it has already been allocated to a customer, it will show you the name of the person who allocated the transaction. If it is still waiting to be allocated to a customer, you can allocate it by entering the correct value into the 'Apply to Customer Number’ field then click the 'Allocate’ button.

A maximum of 10 transactions is displayed on the page at any given time. To view more transactions click the 'Next 10’ link. Alternatively, you can search for a particular transaction by entering the narrative into the 'Filter by Narrative text’.

Search Bank Statements

The following table explains the data that is shown at the top of the page.

Field Name Description
Account The account that the money was deposited into.
Value Date The date the bank statement was created.
Status The current status of the bank statement.
Opening Balance The amount of funds in the account at the beginning of the day.
Closing Balance The amount of funds in the account at the end of the day.
Credits The amount and number of credits included in the bank statement.
Debits The amount and number of debits included in the bank statement.
Allocation Count The first number represents the number of transactions that have already been allocated to customers. The second number represents the total number of transactions.
For example, 2/97 indicates that 2 out of 97 transactions have been allocated to customers, meaning 95 transactions are still unallocated.
Transaction Types This field allows you to filter the transactions based on whether they have been allocated or not. You can choose one of the following options:
  • All (all transactions on the bank statement - allocated and unallocated)
  • Allocatable (transactions that are waiting to be allocated to a customer)
  • Allocated (transactions that have been linked to a customer)
  • Unallocated (transactions that haven’t been linked to a customer)
Filter By Narrative Text This field allows you to filter the transactions based on a particular narrative. The narrative is normally specified by the payee at the time of payment.

Facility Reports

This page allows you to view reports that have been created for your organisation. The filters can be used to restrict the list of reports.

To search for your reports do the following:

  • Enter the required values into the search fields.
  • Click the View Reports button
  • A list of reports will appear. The page typically shows up to 10 reports at a time. To view the next 10 reports click the Next 10 link.
  • Click the File link next to the report to download a raw file. Alternatively, you can click the Zip link to download a compressed version of your report.

Facility Reports

Customers

Search for Customers

This page allows you to search for customers in your facility. By default, the page will list all customers in the system in pages of 10.

To find a specific customer you can filter the list by:

Filter Type Description
Show All List all the customers in the system.
Customer Details Enter the customer number, name or email address to find a specific customer.
Account Details Enter the credit card details, bank account details, or Account Token to find a specific customer.
Schedule ID Each recurring payment schedule you created will be allocated a Payment Schedule ID. Enter this number to find a customer with the specific recurring payment schedule.

Search for Customers Page

The customer search results are displayed in a table with the following columns:

Column Name Descripiton
Customer Number The unique number allocated to the customer.
Customer Name The customer name
Customer Status The status of the customer. The customer may be Enabled or Disabled.
Customer Summary A brief system generated description of the customer.

To export a list of customers, click the ‘Export Customers’ button. This will generate a Comma Separated Value (CSV) file of customer details.

View Customer Details

This page displays the details of a customer in the system. The customer contact details and status are listed on the page.

Customer Details Page

To edit the customer details, select Edit Customer Details and click the ‘Next’ button.

To disable the customer, select Disable Customer and click the 'Next’ button. This will set the customer’s status to Disabled, cancel any recurring payments (if applicable) and void any outstanding payments.

To make a payment for this customer using their registered accounts, select Make a Payment and click the 'Next’ button.

Edit Customer Details

This page allows you to edit the details of a customer. You can edit the following fields:

Field Name Description
Customer Number The unique customer number. This number identifies this customer in your facility.
Customer Name The customer name. This may be the customer’s full name for an individual or a business or company name.
Email Address The email address for the customer. Email notifications (if applicable) for this customer will be sent to this address.
Phone Number The contact phone number for the customer. SMS notifications (if applicable) for this customer will be sent to this phone number.
Address The customer’s address details. These details are optional.

Edit Customer Details Page

Once you have updated the details for the customer, click the ‘Save’ button to confirm the details.

View Payment Schedules

If the customer has only 1 recurring payment schedule you will be taken to the (Payment Schedule Details)[#payment-schedule-details] instead.

This page displays the recurring payments for the customer:

Column Name Description
Payment Schedule Code This is a unique identifier allocated to the recurring payment for the customer. If this wasn’t provided then the system will generate one.
Next Payment Date When the recurring payment is active, the date that the next payment will be deducted is displayed
Payment Schedule Summary A brief system generated description about the payment schedule
Plan Name The name of the Payment Plan. If this recurring payment schedule was not created for a Payment Plan, this will be displayed as Not a plan

Customer Payment Schedule List Page

Click ‘Add Additional Payment Schedule’ to create a new Recurring Payment for this customer.

To view the details of a recurring payment, click the Payment Schedule Code in the list.

Payment Schedule Details

The Payment Schedule Details page displays the schedule, instalment and account details for the recurring payment. The page is split into the following sections:

  1. Tabs
  2. Schedule Details
  3. Instalment Details
  4. Account Details
  5. Actions

These sections are described below.

Customer Payment Schedule Details Page

Tabs

The Payment Schedule Details page has the following tabs that provide supplementary information:

  1. Payment History
  2. Audit History

The Payment History tab displays the payments that have been attempted for this plan. You can view the transaction details by clicking on the Receipt Number. See Find or Refund a Transaction for information on these transaction details.

The Audit History tab displays the recent events for that recurring payment schedule. Events such as creating, editing or disabling the payment schedule can be seen on this list.

Schedule Details

The Schedule Details section displays the general information about the recurring payment schedule. The following fields are displayed:

Field Name Description
Payment Schedule Code This is a unique identifier for the recurring payment schedule. This displays in search results, reporting and files uploaded into the solution.
Date of First Payment The date the first payment will be or was taken.
Status The status of the recurring payment schedule.
Frequency The frequency you choose determines how often the regular payment amount will be deducted on your customers recurring payment schedule. The options are Daily, Weekly, Fortnightly, Monthly, Quarterly, Six Monthly or Yearly.
Payment Schedule The payment schedule determines how long the recurring payments will be deducted from your customers accounts for. The options are:
  • Continue until further notice: The recurring payments will continue to be deducted until you manually stop them for a customer.
  • Stop after a set number of payments:Enter the number of regular payments that will be made on this payment plan.
  • Stop after total amount paid: Enter the total amount that must be paid on the plan. The regular payment amount will be deducted until the total amount is reached.
Instalment Details

The Instalment Details section displays the information about the next instalment in the recurring payment schedule. The following fields are displayed:

Field Name Description
Next Payment Date The date that the next recurring payment will be taken on.
Payment Amount The payment amount that the next recurring payment will be. This may also display surcharge details where applicable.
Account Details

The Account Details section displays the information accounts the payment will be taken from and settled. The following fields are displayed:

Field Name Description
Payment Method The payment method for this recurring payment. This may be
  • Credit Card (accepts credit card payments only)
  • Bank Account (accepts bank account payments only)
Credit Card Number The masked credit card number for the customers credit card account.
Expiry Date The expiry date for the customers credit card account.
BSB The BSB number for the customers Australian bank account.
Bank Code The bank code for customers New Zealand bank account.
Branch Code The branch code for customers New Zealand bank account.
Account Number The account number for the customers bank account.
Merchant The credit card merchant facility the customer’s credit card payments will settle to.
Direct Entry Facility The direct entry facility the customer’s bank account payments will settle to.
Actions

The Actions section lists the actions that you can take on the payment schedule. The actions that are available will depend on the status of the recurring payment schedule. The following are the actions you can take:

  1. Change the payment schedule: This option allows to you modify the details of the payment schedule.
  2. Edit Credit Card or Edit Bank Account: This option allows you to change the customer’s credit card or bank account details (such as updating the expiry date for a credit card account).
  3. Change Account: This option allows you to change the customer’s account from a credit card to a bank account or vice versa.
  4. Stop Remaining Payments: This option allows you to cancel all remaining payments on the schedule. This will change the status of the recurring payment schedule to Stopped.
  5. Add additional payment schedule: This option allows you to add another recurring payment schedule for the same customer. See Add Recurring Payment Schedule for details on this option.

Add Recurring Payment Schedule

This page allows you to add a new Recurring Payment Schedule for a customer. There are four parts to this process:

  1. Enter the Payment Schedule Details
  2. Enter the Account Details
  3. Confirmation and Save.

These steps are described in the sections below.

Enter the Payment Schedule Details

On this page, you enter the recurring payment instalment and schedule details. Fill out the data in the following fields:

Field Name Description
Payment Schedule Code A unique identifier for the recurring payment. This displays on the QuickStream Portal pages and in reports. This value is also used in external messages to and from QuickStream.
Payment Plan If a Payment Plan exists, you can choose one to prefill the data. The recurring payment for this customer will then be considered to be on that plan. Choose Not a Payment Plan to enter a custom recurring payment schedule.
Business Choose the business in your facility that this recurring schedule belongs to. This also determines which settlement accounts will be available on the next page.
Status Choose Active to start the recurring payment on the date of first payment. If you don’t know the date it should start, choose Inactive. You can modify the recurring payment later and change the status to Active and set a date for the first payment.
Date of First Payment The date the first instalment of the recurring payment schedule will be taken from the customer. If you set this in the past, then the first payment will be taken on the next settlement date. If you set this in the future, the payment will be taken on that date.
Frequency The frequency you choose determines how often the regular payment amount will be deducted on your customers recurring payment schedule. The options are Daily, Weekly, Fortnightly, Monthly, Quarterly, Six Monthly or Yearly.
Payment Schedule The payment schedule determines how long the recurring payments will be deducted from your customers accounts for. The options are:
  • Continue until further notice: The recurring payments will continue to be deducted until you manually stop them for a customer.
  • Stop after a set number of payments:Enter the number of regular payments that will be made on this payment plan.
  • Stop after total amount paid: Enter the total amount that must be paid on the plan. The regular payment amount will be deducted until the total amount is reached.
Payment Amount Enter the regular payment amount. If you have a surcharge configured for credit card payments then QuickStream will calculate a surcharge amount on top of this payment amount.

Add Recurring Payment Schedule Page

When adding a customer option existing Payment Plan, much of the detail from that plan is pre-filled for you.

Add Customer onto Payment Plan

Enter the Account Details

This page allows you to choose the account the payments will be taken from, and the account that the payments will settle to.

First, choose the payment method - either Credit Card or Bank Account. If this recurring payment is part of a Payment Plan, you may be restricted to only 1 payment method.

Second, choose the account the customer will pay from. If there are existing accounts registered for this customer you can choose them. You may also enter a new bank account or a credit card account.

Lastly, choose the account the payments will settle to. If you have multiple settlement accounts, you can choose them from the list. If you have only 1 applicable settlement account, then it will be chosen for you.

Choose Recurring Payment Schedule Type

Confirmation and Save

On this page, confirm that the details are correct. Click the ‘Back’ button to return to the previous step, or click the 'Save’ button to save the recurring payment schedule.

Recurring Payment Schedule Saved Page

If the Date of First Payment was set to today, then the payment will be made. From here you can print a payment receipt, send the payment receipt to an email address or edit the customer details.

View Customer Accounts

This page lists the accounts that are registered for a customer. The customer accounts are displayed in a table with the following columns:

Column Name Description
Account Details For credit card accounts, this is the masked card number. For bank accounts, this is the BSB and Account Number.
Account Type Either Credit Card or Bank Account
Account Name The account holders name
Account Token For a QuickVault solution, the Account Token is displayed. The Account Token may be sent from your systems, or generated by QuickStream.
Status A status of Active means that the account may be used for payments. A status of Inactive indicates that the account can no longer by used to take a payment.

Customer Accounts Page

On this page you can:

  1. Go back to the customer details by clicking ‘Back to Customer Details’
  2. Add a new credit card or bank account by clicking 'Add Account’
  3. View the details of an account by clicking on the Account Details. See View Customer Account Details for more information.
View Customer Account Details

This page displays the details of a credit card or bank account registered for a customer. For a QuickVault solution, the Account Token is displayed on this page.

Customer Account Details Page

You can take the following actions on the account:

  1. Edit Credit Card or Edit Bank Account: Modify the account details.
  2. Disable Account: Set the account to be disabled. A Disabled account can not be used to take payments.
  3. Make a Payment: For a QuickTerminal solution you can take a payment against this account for the customer.

Customer Payment History

This page displays the payments that have been taken for a customer. The payments are displayed in a table with the following columns:

Column Name Description
Receipt Number The unique reference number for the payment. Click the Receipt Number to view the details and take action against a transaction.
Payment Time The date and time the payment was made.
Status The status of the payment. This will be Approved or Declined. If you have Fraud Guard, a payment may have a status of Suspended
Payment Amount The total amount of the transaction.

Customer Payment History Page

Click the Receipt Number to view the details and take action against a transaction. See Find or Refund a Transaction for details.

Customer Pending Payments

This page lists any payments that are pending payments for the customer. For each recurring payment schedule, this page will display the next regular instalment. The table has the following columns:

Column Name Description
Payment Schedule Code The unique identifier for a customers payment schedule. Click this to view the details of the Payment Schedule.
Next Payment Date The date the next payment for that recurring payment schedule will be taken

Customer Payment History Page

Click on the Payment Schedule Code to view the details of the recurring payment schedule. See View Payment Schedules for details.

Add a Customer

This page allows you to add a customer.

To add a customer, enter the following details:

Field Name Description
Customer Number The unique customer number. This number identifies this customer in your facility.
Customer Name The customer name. This may be the customers full name for an individual or a business or company name.
Email Address The email address for the customer. Email notifications (if applicable) for this customer will be sent to this address.
Phone Number The contact phone number for the customer. SMS notifications (if applicable) for this customer will be sent to this phone number.
Address The customer’s address details. These details are optional.

Edit Customer Details Page

Depending on the type of solution you have, you may see extra actions you can take:

  • If you have a Recurring solution you may add a customer with a Recurring Payment Schedule. See Add Recurring Payment Schedule for details.
  • If you have a QuickVault solution you may add a customer with a QuickVault Account.

Administration

The Administration tab allows you to manage different parts of your solution. For example, you can:

  • View other users within your company
  • Update your personal details
  • Search and modify existing allocation rules for QuickLink
  • View the history of changes in your facility
  • Set up QuickWeb, QuickGateway, QuickConnect and QuickVault

Users

This page lists all the users in your organisation. It also allows you to:

  • search for particular users based on their name, email address or business
  • add a new user

Users are listed in the bottom half of the page. Summary information such as their name, business and status are displayed on this page. More detailed information such as their contact details and the tasks they are allowed to perform may be viewed by clicking the link under the ‘Login Name’ column.

The page typically shows 10 users at a time. To view the next 10 click the 'Next 10’ link at the bottom of the page. Alternatively, click the 'Export All Users’ button to download a CSV file.

If you would like to add a new user, click the 'Add’ button to go to the 'Create New User’ page.

Search Users

The following information is displayed for each user.

Column Name Description
Login Name The user’s login name. It is a unique identifier that they will use to sign in.
Business The business the user belongs to.
Full Name The user’s name.
Status The current status of the user’s account. The status will either be:
  • Enabled (the user is allowed to sign in)
  • Locked (the user’s account has been locked due to either a long period of inactivity or many failed sign-in attempts. The user’s password will need to be reset before they can sign in again).
  • Disabled (the user’s account has been disabled by an administrator. Their password must be reset before they can sign in again).

User Details

The ‘User Details’ page displays information about a particular user. It includes the following details:

  • the user’s contact details
  • the tasks the user is allowed to perform
  • recent activity performed by the user

The following table describes the information that is displayed under the 'User Details’.

Field Name Description
Login Name The user’s login name. It is a unique identifier that they will use to sign in.
Business The business the user belongs to.
Full Name The user’s name.
Email The user’s work email address
Phone The user’s work phone number
Mobile The user’s mobile phone number
Fax The user’s work fax number
Status The current status of the user’s account. The status will either be:
  • Enabled (the user is allowed to sign in)
  • Locked (the user’s account has been locked due to either a long period of inactivity or many failed sign-in attempts. The user’s password will need to be reset before they can sign in again).
  • Disabled (the user’s account has been disabled by an administrator. Their password must be reset before they can sign in again).

User Details

If you would like to change the user’s details or add/remove a task, click the 'Edit’ button.

If you would like the system to generate a new password for the user, click the 'Reset Password’ button.

If you would like to disable the user’s account so they no longer have access to the system, click the 'Disable User’ button.

Edit Existing User

The Edit Existing User page allows you to modify a user’s account. You may:

  • Change the user’s contact details
  • Assign new tasks to the user
  • Remove tasks from the user

The following table describes the information that is displayed under the ‘User Details’.

Field Name Description
Login Name The user’s login name. It is a unique identifier that they will use to sign in.
Business The business the user belongs to.
Full Name The user’s name.
Email The user’s work email address
Phone The user’s work phone number
Mobile The user’s mobile phone number
Fax The user’s work fax number
Status The current status of the user’s account. The status will either be:
  • Enabled (the user is allowed to sign in)
  • Locked (the user’s account has been locked due to either a long period of inactivity or many failed sign-in attempts. The user’s password will need to be reset before they can sign in again).
  • Disabled (the user’s account has been disabled by an administrator. Their password must be reset before they can sign in again).

Edit An Existing User

If you would like to assign a task to a user, tick the box next to the appropriate task.

If you would like to remove a task from a user, untick the box next to the appropriate task.

To save your changes, enter your password then click the 'Save’ button.

Create New User

This page allows you to add a new user. There are two parts to setting up a user account: User Details and Tasks.

User Details

Enter the user’s Login Name and contact details into the fields provided. The Login Name is the unique identifier they will use to sign in. This value cannot be changed once the user is created.

Tasks

A list of available roles is displayed on the screen. Each role gives the user permission to access a particular area of the website. Select the roles you would like this user to have. Please note:

  • The roles listed in the image below are examples only. Your implementation manager will set up different roles for your organisation.
  • You can only assign a user the same roles that you have. For example, if you have access to roles A and B you can assign role A or B to another user. However, you cannot assign role C to the user because you don’t have access to that role yourself.

Once you create the user, an email containing their Login Name will be sent to the user, along with a temporary password. The user will then enter these details into the ‘Sign In’ page. If you do not want QuickStream Portal to email the user’s login details, untick the 'Email password to user’ box.

Create New User

Facility Settings

This page allows you to change settings across your QuickStream Portal facility. The page is separated into the following sections:

  1. General
  2. Security
  3. Customisation
  4. Transactions
  5. Electronic Communication

These sections are described in more detail below.

Facility Settings

General

The General section allows you to:

  • View the Community Code and Community Name allocated to your facility. These details are helpful when contacting the Qvalent Technical Support Helpdesk.
  • Change your Time Zone. You can set the default time zone for your facility. All transaction and event dates and time will be displayed in your chosen time zone. Users can also change this to their profile.

Security

The Security section allows you to:

  • Download your API client certificate and client software packages.
  • View your connection details for different products
  • Manage your server to server notifications
  • Manage your IP address whitelist.
  • Manager your domain whitelist.

See Manage Your Security Settings.

Customisation

The Customisation section allows you to allocate an alternative Business label to your facility.

Often a Business in your solution may be known by another name. For example: “Hospital”, “School”, “Policy” etc. Enter the singular and plural names into the fields provided and the system will be updated to display the new names instead.

Transactions

The Transaction section allows you to:

  • Set up Credit Card Surcharges across your facility. See Set up Credit Card Surcharges for details.
  • Set up Automatic Retry of Failed Payments. For QuickBatch and Recurring transactions, you may set an automatic retry schedule when they are “soft-declined”. A transaction that has soft-declined can be retried and may be successful in the future. This option enables the automatic re-processing of failed payments within 4 banking days after the original payment. Payments are not reprocessed if the response code indicates a problem with the customer’s details (e.g. expired card, invalid account number). When this option is enabled, any failed payments that occur from that point onwards are subject to retries.
  • Change the Maximum Credit Card Payment Amount for your facility. If your facility has been configured for multiple currencies, you will be able to set the maximum payment amount separately for each currency.

Electronic Communication

The Electronic Communication section allows you to set up Customer Notifications. The notification options are available when your facility has the Notifications product enabled.

Electronic Communication

You can configure when and how your customers will receive notifications for QuickBatch and Recurring payments.

To set up notifications:

  1. Select Set up Customer Notifications
  2. The pop-up will ask you to select which Notifications you wish to send your customers. Place a tick in each box and select the appropriate medium for the notification type.

Set up Customer Notifications

Find out more about notifications.

Set up Credit Card Surcharges

This page allows you to set up a surcharge percentage for credit cards accepted by your facility.

Credit Card Surcharges

To set up credit card surcharges you can choose from three options:

Customers are not surcharged

No credit card surcharges are applied to customer-initiated transactions. Click the ‘Update’ button to confirm that all card schemes will have a 0.0% surcharge (no surcharge).

Apply the same surcharges for all businesses

Enter the surcharge percent for each card scheme. The transaction will incur a surcharge as a percentage of the total transaction value. QuickStream will calculate these values for you.

The surcharge percentage you enter for each card scheme will be applied to all your businesses.

Note: Users that have access to the “Business Settings” page may update card scheme surcharges on a per-business basis.

Apply a different surcharge for each business

Enter the surcharge percent for each card scheme for each business in your facility. The transaction will incur a surcharge as a percentage of the total transaction value. QuickStream will calculate these values for you.

The surcharge percentage you enter for each card scheme will be applied as you click the 'Update’ button for each business. You can search for a business to set it individually.

Note: Users that have access to the “Business Settings” page may update card scheme surcharges on a per-business basis.

Manage your security settings

QuickStream Portal is your administration interface for QuickWeb. You can manage the following security settings:

  • Whitelist the IP addresses for the Secure Token Requests
  • Download your API client certificate and client software
  • Whitelist the domain addresses for the Server to server notification
  • View your connection details, including your credentials for authentication with QuickWeb.

Manage your IP white list

The IP address white list holds the allowed IP addresses for secure token requests. Requests made from IP addresses that are not in this white list will be rejected, and will not receive a security token.

Use this page for:

  1. Sign into QuickStream Portal
    • Test: https://quickstream.support.qvalent.com/quickportal
    • Production: https://quickstream.westpac.com.au/quickportal
  2. Click Administration -> Facility Settings -> Manage IP Address White List
  3. Select Add IP Address to white list a new IP address, or select the edit or delete icons to manage existing entries.

QuickStream Portal allows you to manage your allowed IP addresses.

Manage your Domain white list

The domain white list holds the allowed domains or URLs for sending server to server notifications. Server to server notifications to URLs that are not in this white list will be rejected, and will not receive a server to server notification.

Use this page for:

  1. Sign into QuickStream Portal
    • Test: https://quickstream.support.qvalent.com/quickportal
    • Production: https://quickstream.westpac.com.au/quickportal
  2. Click Administration -> Facility Settings -> Manage Domain White List
  3. Select Add Domain to white list a new domain or specific URL, or select the edit or delete icons to manage existing entries.

You can white list your entire domain, or a specific URL. For example,

  • To receive server to server notifications from any URL on your website, white list yoursite.com.au.
  • To receive server to server notifications at a specific URL on your website, white list yoursite.com.au/payments.

QuickStream Portal allows you to manage your allowed domains.

Download your API certificate and client software

To download your QuickGateway API client certificate:

  1. Sign into QuickStream Portal
    • Test: https://quickstream.support.qvalent.com/quickportal
    • Production: https://quickstream.westpac.com.au/quickportal
  2. Click Administration -> Facility Settings -> Download API Certificate and Client Software
  3. Select Choose Technology to download the correct client certificate and software package for your integration.
  4. Click the Download Client Software link get the latest version of the API client software.
  5. Click the Download button for your current client certificate.

Set a business or group email address for expiring certificate notifications. When your certificate is about to expire, QuickStream will send an email to this address with instructions to retrieve your latest certificate.

API Certificate and Client Software page. Java is chosen as the integration technology and the latest certificate is available for download.

View your connection details

Connection details are required to interact with QuickWeb in each environment. These connection details refer to values you must pass for the Secure Token Handoff.

Use this page for:

  1. Sign into QuickStream Portal
    • Test: https://quickstream.support.qvalent.com/quickportal
    • Production: https://quickstream.westpac.com.au/quickportal
  2. Click Administration -> Facility Settings -> View Connection Details
  3. Select Secure Token Request to view connection details for the Secure Token Request.

QuickStream Portal allows you to view your connection details and configuration.

Manage server to server notifications

Server to server notifications are submitted directly to your system. A HTTP POST with form data or XML sent from QuickWeb after a successful credit card payment attempt.

Use this page for:

  1. Sign into QuickStream Portal
    • Test: https://quickstream.support.qvalent.com/quickportal
    • Production: https://quickstream.westpac.com.au/quickportal
  2. Click Administration -> Facility Settings -> Manage Server to Server Notification

Manage server to server notifications in QuickStream Portal.

Destination URL

This option can be used for:

You can override this by passing serverReturnUrl in a Secure Token Handoff for the above products except the QuickTerminal and QuickVoice products.

Notification format

Choose HTTPS POST or XML.

Control Description
HTTPS POST The server to server notification will be sent as HTTPS POST form parameters.
XML The server to server notification will be sent as HTTPS POST with XML as the request body.
Automatic retry of failed notifications

Configure the number of times you wish QuickStream to re-send failed notifications. A failed notification is one where a server cannot be reached, or a server responds with a HTTP status code other than 200 OK.

Control Description
If the original attempt fails Choose the time until the system retries the first time.
If this second attempt fails, retry Choose number of times the system should retry after the second attempt.
at intervals of Choose the interval between each subsequent retry.
If all attempts fail, send an email to Enter the email address the system will notify when a server to server notification cannot be sent. You can override this by passing errorEmailToAddress in a Secure Token Handoff.

For example the following setting produces a schedule:

Setting Value
If the original attempt fails Retry 1 minute after the original attempt
If this second attempt fails, retry 3 more times
at intervals of 10 mins
If all attempts fail, send an email to john@yoursite.com.au

This setup will send the following server to server notifications:

  1. Credit card payment made at 12:00 PM
  2. Server to server notification sent at 12:00 PM and failed.
  3. Server to server notification retried at 12:01 PM and failed.
  4. Server to server notification retried at 12:11 PM and failed.
  5. Server to server notification retried at 12:21 PM and failed.
  6. Server to server notification retried at 12:31 PM and failed.
  7. Stop retrying and send an email to john@yoursite.com.au.

Troubleshooting security settings

QuickStream Portal’s Activity Log shows:

  • Unsuccessful secure token request attempts.
  • Unsuccessful server to server notification sending attempts.

Use this page to help debug secure token request and server to server notification errors for:

  1. Sign into QuickStream Portal
    • Test: https://quickstream.support.qvalent.com/quickportal
    • Production: https://quickstream.westpac.com.au/quickportal
  2. Click Administration -> Activity Log
  3. Select the date you wish to view logs for.

Types of entries you may see for unsuccessful secure token requests are:

  • A Secure Token Request was received from an IP address that is not in the IP Address White-list for this facility.

Types of entries you may see for unsuccessful server to server notification attempts are:

  • Server to server postback to URL X failed as no username or password is configured for this facility.
  • Server to server postback URL X using HTTP, but should be HTTPS.
  • The URL X is not listed as an allowed end point to post response information to.
  • The URL X is invalid and cannot be used as an end point to post response information to.
  • Received HTTP N instead of HTTP 200 from endpoint X.

QuickStream Portal allows you debug connection problems through the Activity Log.

Business Settings

This page allows you to change settings across each business. The page is separated into the following sections:

  1. General
  2. Transactions
  3. Accounts
  4. Electronic Communication

Note: If you have multiple businesses, choose your business from the drop-down menu and click ‘Search’.

These sections are described in more detail below.

Business Settings

General

The General section displays:

  • The Business Code and Business Name allocated to this business.
  • The business contact details including email address, phone number and business address.

To update these details, click “Change Business and Contact Details”. See Change Business and Contact Details for more information.

Transactions

QuickStream will calculate credit card surcharges using a percentage you can nominate for each accepted card scheme. The surcharge percentage can be specified to three decimal places. The Transactions section allows you to change your credit card surcharges for a single business.

To change the surcharge for each card scheme, click the 'Edit’ button and enter the percentage value of each transaction to be calculated as a surcharge.

Note: Users with access to the “Facility Settings” page may update the credit card surcharges across all businesses.

Accounts

The Account section allows you to:

Electronic Communication

The Electronic Communication section allows you to:

  • Set the email address QuickStream will use to send email notifications for your business. When your customers receive an email from QuickStream on your behalf, it will be shown as being “from” this email address.
  • Set up Customer Notifications. You can configure when and how your customers will receive notifications for QuickBatch and Recurring payments. Business settings will override any Facility settings configured on the Facility Management page.

The notification options are available when your facility has the Notifications product enabled.

Electronic Communication

You can configure when and how your customers will receive notifications for QuickBatch and Recurring payments for this business.

To set up notifications for a business:

  1. Select Set up Customer Notifications
  2. The pop-up may ask you to Override Facility Settings. This means that your administrator user has set up global customer notification settings in Facility Settings. Place a tick in this box if you wish to override those settings for this business only.
  3. The pop-up will ask you to select which Notifications you wish to send your customers. Place a tick in each box and select the appropriate medium for the notification type.

Set up Customer Notifications

Find out more about notifications.

Change Business and Contact Details

This page allows you to change the business and contact details for a business in your facility. The page is separated into the following sections:

  1. Business Details
  2. Contact Details
  3. Business Address

These sections are described below.

Change Business and Contact Details Page

Business Details

The business details section has the following fields:

Field Name Description
Business Code This is a unique code that identifies a business. This code is allocated by Westpac. The code is used in solutions such as QuickWeb, QuickBatch and QuickGateway to identify a business to transact against. You cannot change this value.
Business Name A name that identifies the business.
Registered Business Name The registered business name if it is different from the business name above.
ABN/ACN The Australian Business Number (ABN) or Australian Company Number (ABN). This is used on payment receipts and other electronic communication.

Contact Details

The contact details section has the following fields:

Field Name Description
Main Contact Person or Team Enter the name of the primary contact or team in your business. This is used on payment receipts and for our Technical Support Team.
Email Address The contact email address for this business.
Phone Number The contact phone number for this business.

Business Address

The business address section has the following fields:

Field Name Description
Country Select your country from the list.
Address Enter 1 to 3 lines of address details.
City Enter the city name.
State/Region Choose the state from the list for Australian addresses. Otherwise, leave it blank.
Postcode Enter the postal or zip code.

This page allows you to accept charge cards such as American Express and Diners Club through QuickStream. To accept American Express or Diners Club charge cards, you must first arrange a merchant facility directly with the charge card company.

You will receive a 10 digit merchant ID from Amex or Diners, which must be entered on this screen to link it to your Westpac Merchant ID. If you have multiple Westpac Merchant ID’s, you will require a separate Amex or Diners facility for each Westpac Merchant ID.

If you have previously linked an Amex or Diners merchant ID against a Westpac Merchant ID and wish to change this, you must contact your Westpac Client Enquiry Manager.

Link Amex and Diners Merchants Page

Once you have your American Express or Diners Club Merchant ID’s you can enter them against a Westpac Merchant ID on this page. Click “Request Linkage with Charge Card Companies”. This will open a window with several terms you must read. Once you have read and accepted the terms, place a tick in each click box and confirm.

This will send a request to the charge card companies with your details. The request can take up to 5 business days to be processed by American Express or Diners Club.

View Settlement Accounts

This page allows you to view the settlement accounts linked to your business. You can use this page to:

  1. Confirm the correct account details are linked to your business.
  2. Change the Remitter Name (the name that appears on your customer’s bank statements) for Direct Entry transactions through the facility.

View Settlement AccountsPage

To change the remitter name on a Direct Entry account, enter the new name and click the ‘Save’ button.

View Activity Log

This page allows you to view user and system activity for your facility. By default, the events that have occurred today will be displayed.

You can find specific events by updating the search filter. Enter details into the following fields and click ‘Search’ to filter the activity log results.

Field Name Description
Filter By Business If your facility has multiple businesses you can select to view the activity for a specific business.
Filter By User Enter the login name or full name of the user into this field. This will show events for this user only.
Filter By Dates By default the page will display activity for today. Choose a different time period or specific dates. This will show events for your chosen dates only.

View Activity Log Page

The results are displayed in an Activity table:

Column Name Description
Date/Time The date and time the event occurred.
Description A brief description of the event.
Business The business column will have the name of the business the event affects. If the event was for your facility as a whole, this will be blank.
User This column displays the full name and login name of the user the event affects. This may be the user that initiated the event, or an event that has taken place to the user by the system.

Add a Payment Plan

A ‘Payment Plan’ is a template for your customer’s recurring payments. The Payment Plan may represent tiers of a Gym Membership or Donations. Each payment plan has a regular amount, a frequency and a payment schedule type.

Use a Payment Plan when your staff or customers create recurring payments and you wish to control or pre-fill the data they can enter for a recurring payment.

This page allows you to add a payment plan. Once you add a payment plan you can add customers onto that plan.

Add a Payment Plan Page

The page has the following fields:

Field Name Description
Plan Name A descriptive name for the Payment Plan. This name is displayed when your staff or customers are adding a new recurring payment.
Business The business the payment plan belongs to. This will also determine which accounts any recurring payments on this plan will be settled.
Payment Amount The regular payment amount for this plan. The regular payment amount will be deducted on the frequency you choose. This payment amount is excluding any surcharge that may be applied to your customer’s recurring payments.
Frequency The frequency you choose determines how often the regular payment amount will be deducted on your customers recurring payment schedule. The options are Daily, Weekly, Fortnightly, Monthly, Quarterly, Six Monthly or Yearly.
Payment Schedule The payment schedule determines how long the recurring payments will be deducted from your customers accounts for. The options are:
  • Continue until further notice: The recurring payments will continue to be deducted until you manually stop them for a customer.
  • Stop after a set number of payments:Enter the number of regular payments that will be made on this payment plan.
  • Stop after total amount paid: Enter the total amount that must be paid on the plan. The regular payment amount will be deducted until the total amount is reached.
Payment Method Enter the allowed payment methods for this plan. You can choose from
  • Both (credit card and bank account)
  • Credit Card (accepts credit card payments only)
  • Bank Account (accepts bank account payments only)

When you have filled in the details, click 'Next’. You will be asked to confirm the settlement accounts any customer payments on this plan will be settled. If you have multiple accounts linked to your business, you can select the correct account from the list.

List Payment Plans

This page lists the payment plans in the system. The following fields are displayed in the table:

Column Name Description
Plan Name The name chosen for the payment plan.
Description A brief system generated the description for the payment plan.

Click on the ‘Plan Name’ to view the Payment Plan Details.

List Payment Plans Page

Payment Plan Details

This page lists the details of a payment plan. The page is split into the following sections:

  1. Plan Details
  2. Banking Details
  3. Customers
  4. Actions

Each section is described in detail below.

List Payment Plans Page

Plan Details

This section lists the details of the payment plan schedule:

Field Name Description
Plan Name The descriptive name for the Payment Plan.
Payment Amount The regular payment amount for this plan. The regular payment amount will be deducted on the frequency you choose. This payment amount is excluding any surcharge that may be applied to your customer’s recurring payments.
Frequency The frequency determines how often the regular payment amount will be deducted on your customers recurring payment schedule.
Payment Schedule The payment schedule determines how long the recurring payments will be deducted from your customers accounts for.
Business The business the payment plan belongs to. This will also determine which accounts any recurring payments on this plan will be settled.
Payment Method The allowed payment methods for this plan.
Banking Details

This section lists the settlement accounts this payment plan was allocated. Customers on this payment plan will have their regular payments settle to these accounts.

Customers

This section appears when you have 1 or more customers allocated to this payment plan.

Actions

This section lists the actions you can take on this payment plan. The actions are:

  1. Edit Payment Plan: This option allows you to change the details of the payment plan.
  2. Delete Payment Plan: This option allows you to delete the payment plan. Any customers with recurring payments on this plan will have their recurring payment schedule “unlinked” from this plan. This means your existing customers will not be affected, but you will need to manage their recurring payments individually.

Select the action you wish to take and click the 'Next’ button.

Allocation Audit History

This page lists all of the changes that have occurred to payments and allocation rules. Every time a rule is created or a payment is allocated to a customer QuickStream Portal will generate an audit entry behind the scenes. An audit entry contains details about when the change was made, who made the change and what the change was.

The page displays the audit entries based on the date the change occurred. Up to 10 entries are displayed on the page at any given time. To view the next 10 entries click the ‘Next 10’ link.

Allocation Audit History Results

Alternatively, click the 'Export’ button to download a CSV file listing all of the audit entries.

Allocation Rules

The ‘Search Allocation Rules’ page gives you the ability to view the rules that have already been created in QuickLink. You can use the filters to find a particular rule or if you prefer you can view all the rules in the library.

Search Allocation Rules

The following table describes the different filters you can use to search for rules.

Search Filters Description
Account This filter will only appear if your organisation has multiple accounts accepting payments from customers. Each of your accounts will be listed in the drop down box. You must select one of these accounts.
Customer Number This field allows you to search for rules related to one of your customers. If you wish to use this filter you must enter the full customer number (not just part of the customer number).
For example, to find rules related to customer 12345678 you must enter 12345678 (not just 12345 or 5678).
Created Allows you to search for rules that were created at a particular time. For example, rules that were created today, yesterday, the past week or the past month.
If you do not wish to restrict the search based on the date created then set the value to 'Any Time’.
Last Modified Allows you to search for rules that were last modified at a particular time. For example, rules that were updated today, yesterday, the past week or the past month.
If you do not wish to restrict the search based on the date last modified set the value to 'Any Time’.

To view all the rules created for your account do the following:

  • Leave the 'Customer Number’ field empty
  • Set the 'Created’ value to 'Any Time’
  • Set the 'Last Modified’ value to 'Any Time’
  • If your organisation has more than one account, an extra field called 'Account’ will appear on the screen. Select the appropriate value from the drop-down box.
  • Click the 'Search’ button
  • The list of rules will appear. The page typically shows up to 10 rules at a time. To view the next 10 rules click the 'Next 10’ link. To view more information about a particular rule click on the link under the 'Rule Id’ column. This will take you to the 'Allocation Rule’ page.

Search Allocation Rules -  Results

The following table explains the data that is shown under each column:

Column Name Description
Rule Id The ID of the rule. Each rule has its own unique identifier. Click on this link to view more information about this particular rule.
Remitter The customer’s account details. A payment must have these account details for this rule to be applied. The account name is displayed on the left. The BSB and account number is displayed on the right. For privacy reasons the BSB and account number is masked.
Click on either link to view all the rules that have been created for this account.
Reference The reference that must be included in a payment for this rule to be applied.
  • 'is ANY value’ means no particular reference is required
  • 'is EXACTLY’ means the customer must provide this reference with the payment.
  • 'CONTAINS’ means the customer must provide a reference that contains this value. For example, if the rule says 'CONTAINS Smith’ that means a payment with reference 'Smith invoiceABC’ or 'ABC Smith’ or 'Smith’ would match the rule.
Customer Number The customer number to apply if a payment matches this rule.

Click the Rule Id to view the details of an Allocation Rule.

Help & Documentation

The Help and Documentation menu lists the documentation applicable to your facility. You can find:

  • user guides,
  • technical guides,
  • downloads,
  • help for the page you’re currently on,
  • contact details for your Westpac contact,
  • QuickStream Technical Support contact details.

You can find the QuickStream Technical Support contact details if you need further assistance. Be sure to quote your community code. You can find your community code underneath the Help icon.

Help And Documentation side menu

My Profile

My profile gives you access to the Update My Profile page.

From here you can:

  • update your personal details
  • change your password
  • change your security questions and answers
  • change the timezone the system will display dates in

Update My Profile

This page allows you to change a number of things associated with your account. You can:

  • Update your name
  • Change your password
  • Change your security questions and/or answers
  • Modify your contact details
  • Change your account preferences

Update My Profile Page

To update your profile, enter the correct values into the fields provided then click the ‘Save My Profile’ button.

Change My Password

This page allows you to change your QuickStream Portal password. Fill in the fields provided then click the ‘Update’ button to save your new password. When you next sign in to QuickStream Portal you must enter your new password into the 'Password’ field.

Change My Password Page

Field Names Description
Current Password The password you used to login to QuickStream Portal last.
New Password Your new password. For security reasons the password you choose must be at least 8 characters in length and contain at least 1 letter and 1 number.
Confirm New Password This must be the same value that you entered into the 'New Password’ field.

Change My Security Questions

This page allows you to change your security questions. A security question is an additional piece of information about you. For example your mother’s maiden name. You are required to have two security questions. QuickStream Portal will store this information and use it in the future to help protect your account from unauthorised changes.

Update Security Questions Page

To change your security questions do the following:

  1. Click the drop down box next to ‘Security Question 1’ and select your preferred question.
  2. Type your answer to question 1 into the 'Answer 1’ field.
  3. Click the drop down box next to 'Security Question 2’ and select your second preferred question.
  4. Type your answer to question 2 into the 'Answer 2’ field.
  5. Click the 'Update’ button.

Frequently Asked Questions

This section lists the tasks that users frequently wish to do in QuickStream Portal. A set of detailed step by step instructions is provided to help you complete these tasks. Each step usually refers to a particular web page in QuickStream Portal. If you would like to learn more about that web page click on the link provided.

How do I sign into QuickStream Portal

If you are using QuickStream Portal of the very first time, follow these steps to sign in:

  1. Go to https://quickstream.westpac.com.au/quickportal
  2. The Sign In page will appear. Enter the sign in details that you received via email then click the “Sign In” button.
  3. The Change My Password page will appear. Enter a new password into the “New Password” field and the “Confirm New Password field then click the "Update” button.
  4. The Update Security Questions page will appear. Choose two security questions and type your answers into the fields provided. Click the ‘Update’ button.
  5. You are now signed in to QuickStream Portal. If you need help understanding the layout of the website please read 'Navigating QuickStream Portal’.

If you have used QuickStream Portal previously but would like a quick reminder, follow these steps to sign in:

  1. Go to https://quickstream.westpac.com.au/quickportal.
  2. The Sign In page will appear. Enter your Login Name and Password then click the 'Sign In’ button.
  3. You are now signed in to QuickStream Portal. If you need help understanding the layout of the website please read 'Navigating QuickStream Portal’.

I’ve forgotten my password. What do I do?

If you cannot remember your password or your account has been locked, follow these steps:

  1. Go to https://quickstream.westpac.com.au/quickportal.
  2. The Sign In page will appear. Click the ‘Forgotten Password’ link.
  3. The Reset Your Password page will appear. This page provides two ways to request a password reset. See Reset Your Password for a detailed description of each option.

How do I change my password?

If you would like to change your password, follow these steps:

  1. Sign-in to QuickStream Portal (for details see How do I sign-in to QuickStream Portal?)
  2. Click the 'Administration’ tab.
  3. The Update My Profile page will appear. Click the 'Change My Password’ link
  4. The Change My Password page will appear. Enter your details into the required fields then click the 'Update’ button.

How do I change my security questions?

If you would like to change your security questions and answers, follow these steps:

  1. Sign-in to QuickStream Portal (for details see How do I sign-in to QuickStream Portal?)
  2. Click the 'Administration’ tab.
  3. The Update My Profile page will appear. Click the 'Change My Security Questions and Answers’ link.
  4. The Update Security Questions page will appear. Enter your preferred questions/answers into the fields then click the 'Update’ button.

How do I create a new user?

If you would like to add a new user to the system, follow these steps:

  1. Sign in to QuickStream Portal (for details see How do I sign in to QuickStream Portal?)
  2. Click the ‘Administration’ tab.
  3. Select 'Users’ under the sub menu.
  4. The Search Users page will appear. Click the 'Add’ button at the bottom of the page.
  5. The Create New User page will appear. Enter the user’s details and select the tasks you would like them to perform. Once this is complete, enter your password and click the 'Save’ button.

How do I give a user permission to perform tasks in QuickStream Portal?

If a user already exists in the system and you would like to give them permission to perform a certain task, do the following:

  1. Sign in to QuickStream Portal (for details see How do I sign in to QuickStream Portal?)
  2. Click the 'Administration’ tab.
  3. Select 'Users’ under the sub menu.
  4. The Search Users page will appear. Enter the user’s details into the search fields then click the 'Search’ button.
  5. The Search Users page will display the user’s details. Click on the user’s Login Name.
  6. The User Details page will appear. Click the 'Edit’ button.
  7. The Edit Existing User page will appear. Tick the box next to the tasks that you wish to assign the user. Enter your password into the 'Your Password’ field then click the 'Save’ button.

How do I remove a task from a user?

If a user already exists in the system and you would like to remove one of their tasks, do the following:

  1. Sign in to QuickStream Portal (for details see How do I sign in to QuickStream Portal?)
  2. Click the 'Administration’ tab.
  3. Select 'Users’ under the sub menu.
  4. The Search Users page will appear. Enter the user’s details into the search fields then click the 'Search’ button.
  5. The Search Users page will display the user’s details. Click on the user’s Login Name.
  6. The User Details page will appear. Click the 'Edit’ button.
  7. The Edit Existing User page will appear. Untick the box next to the task you wish to remove. Enter your password into the 'Your Password’ field then click the 'Save’ button.

If you would like to know which payments on a bank statement have not been linked to a customer, follow these steps:

  1. Sign-in to QuickStream Portal (for details see How do I sign-in to QuickStream Portal?)
  2. Click the ‘Reports’ tab.
  3. Select 'Statements’ under the sub menu.
  4. The Search Bank Statements page will appear. Select the bank statement by clicking on the link under the 'Date’ column.
  5. The Statement Detail page will appear. Click the 'Transaction Types’ drop down box and select 'Unallocated’ from the list.
  6. The Statement Detail page will display the transactions that have not been allocated to a customer. For more information about each transaction click the arrow on the far right.

To link a payment to a customer, follow these steps:

  1. Find the payment that you want to allocate (see How do I find the unallocated payments?)
  2. On the Statement Detail page click the arrow to the far right of the transaction.
  3. The Statement Detail page will expand to show a field called 'Apply to Customer Number’. Enter the customer’s number into this field. If you would like a rule to be created, tick 'Create a rule for future payments’. Click the 'Allocate’ button to save all your changes.

If you would like to view the rules that already exist in the library, follow these steps:

  1. Sign-in to QuickStream Portal (for details see How do I sign-in to QuickStream Portal?)
  2. Click the 'Administration’ tab.
  3. Select 'Allocation Rules’ under the sub menu.
  4. The Search Allocation Rules page will appear. If your organisation has more than one account, select the appropriate account from the 'Account’ drop-down. Click the 'Search’ button.
  5. The Search Allocation Rules page will retrieve all the allocation rules. The page will show a maximum of 10 rules at a time. To view the next 10 rules click the 'Next 10’ link.

If you would like to find a specific allocation rule, follow these steps:

  1. Sign-in to QuickStream Portal (for details see How do I sign-in to QuickStream Portal?)
  2. Click the 'Administration’ tab.
  3. Select 'Allocation Rules’ under the sub menu.
  4. The Search Allocation Rules page will appear. If your organisation has more than one account, select the appropriate account from the 'Account’ drop-down. If you know the Customer Number associated with the existing rule, enter the value into the 'Customer Number’ field. If you know the rule was created recently, select the appropriate date from the drop-down boxes. Click the 'Search’ button.
  5. The Search Allocation Rules page will retrieve the rules that matched your search criteria. Select the appropriate rule by clicking on the link under the 'Rule Id’ column.
  6. The Allocation Rule page will display all the information about the rule.

If you would like to modify an existing rule, follow these steps:

  1. Find the rule that needs to be updated (see How do I find a particular rule in the library?)
  2. On the Allocation Rule page click on the 'Edit’ button.
  3. The Edit Allocation Rule page will appear. Update the 'Reference’ and 'Customer Number’ fields with the correct values then click the 'Save’ button.

If you would like to remove a rule from the library, follow these steps:

  1. Find the rule that needs to be removed (see How do I find a particular rule in the library?)
  2. On the Allocation Rule page click on the 'Delete’ button.
  3. A popup will appear asking you to confirm you wish to delete the rule. Click the 'Ok’ button.

Testing

During the testing phase you may need information about testing in QuickStream. The sections below provide resources for testing your QuickStream facility.

Test Account Numbers

To help with the testing process we provide a list of account numbers for you to use.

Test Credit Cards

During the testing phase QuickStream will generate a response code based on the credit card number entered. The last 2 digits of the credit card number will map to a particular response code.

  • Any credit card number that ends with a value between 00-89 will result in an approved transaction.
  • Any credit card number that ends with a value between 90-99 will result in a declined transaction.

The table below lists the credit card numbers you can test with and the corresponding response codes are returned.

Visa Logo Visa Test Cards
Last 2 digits of card number Example card number Response code Summary code
00-89 4242424242424242
4111111111111111
4444333322221111
Debit Card: 4041370000456459
08 (Honour with identification) 0 (Transaction Approved)
90 4111111117444490 01 (Refer to card issuer) 1 (Transaction Declined)
91 4111111116444491 04 (Pick-up card) 1 (Transaction Declined)
92 4111111115444492 05 (Do not honour) 1 (Transaction Declined)
93 4111111114444493 91 (Issuer or switch is inoperative) 1 (Transaction Declined)
94 4111111113444494 54 (Expired card) 1 (Transaction Declined)
95 4111111112444495 42 (No universal account) 1 (Transaction Declined)
96 4111111111444496 51 (Not sufficient funds) 1 (Transaction Declined)
97 4111111110444497
Debit Card: 4041370000011197
62 (Restricted card) 1 (Transaction Declined)
98 4111111119444498 43 (Stolen card, pick up) 1 (Transaction Declined)
99 4111111118444499 01 (Refer to card issuer) 1 (Transaction Declined)
Mastercard Logo Mastercard Test Cards
Last 2 digits of card number Example card number Response code Summary code
00-89 5163200000000008
5200000009915957
2224000000031118
Debit Cd. 5188680400000008
08 (Honour with identification) 0 (Transaction Approved)
90 5100000000404390 01 (Refer to card issuer) 1 (Transaction Declined)
91 2229000000002791 04 (Pick-up card) 1 (Transaction Declined)
92 5163200000000792 05 (Do not honour) 1 (Transaction Declined)
93 5500000000101893 91 (Issuer or switch is inoperative) 1 (Transaction Declined)
94 5400000000501994 54 (Expired card) 1 (Transaction Declined)
95 2300000000887995 42 (No universal account) 1 (Transaction Declined)
96 5100000000432896 51 (Not sufficient funds) 1 (Transaction Declined)
97 2710000000011897
Debit Card: 5188683000000097
62 (Restricted card) 1 (Transaction Declined)
98 5200000000022498 43 (Stolen card, pick up) 1 (Transaction Declined)
99 5200000000830999 01 (Refer to card issuer) 1 (Transaction Declined)
Amex Logo Amex Test Cards
Last 2 digits of card number Example card number Response code Summary code
00-89 340000000636513
370000000201048
08 (Honour with identification) 0 (Transaction Approved)
90 340000000075290 01 (Refer to card issuer) 1 (Transaction Declined)
91 370000000024291 04 (Pick-up card) 1 (Transaction Declined)
92 340000000067792 05 (Do not honour) 1 (Transaction Declined)
93 340000000070093 91 (Issuer or switch is inoperative) 1 (Transaction Declined)
94 370000000094294 54 (Expired card) 1 (Transaction Declined)
95 370000000093395 42 (No universal account) 1 (Transaction Declined)
96 340000000089796 51 (Not sufficient funds) 1 (Transaction Declined)
97 370000000092397 62 (Restricted card) 1 (Transaction Declined)
98 370000000064198 43 (Stolen card, pick up) 1 (Transaction Declined)
99 370000000079899 01 (Refer to card issuer) 1 (Transaction Declined)
Diners Logo Diners Test Cards
Last 2 digits of card number Example card number Response code Summary code
00-89 30000000056030
5200000009915957
39000000022686
08 (Honour with identification) 0 (Transaction Approved)
90 39000000000690 01 (Refer to card issuer) 1 (Transaction Declined)
91 38000000008991 04 (Pick-up card) 1 (Transaction Declined)
92 39000000003892 05 (Do not honour) 1 (Transaction Declined)
93 30000000008593 91 (Issuer or switch is inoperative) 1 (Transaction Declined)
94 36000000009694 54 (Expired card) 1 (Transaction Declined)
95 38000000004495 42 (No universal account) 1 (Transaction Declined)
96 39000000004296 51 (Not sufficient funds) 1 (Transaction Declined)
97 30000000006597 62 (Restricted card) 1 (Transaction Declined)
98 36000000003598 43 (Stolen card, pick up) 1 (Transaction Declined)
99 38000000003299 01 (Refer to card issuer) 1 (Transaction Declined)
JCB Logo JCB Test Cards
Example card number Expiry Date CVN Response code Summary code
3530000000000003 10/2025 573 00 (Approved or completed successfully) 0 (Transaction Approved)
3530000000000011 10/2025 573 05 (Do not honour) 1 (Transaction Declined)
UnionPay Logo UnionPay Test Cards
Example card number Expiry Date CVN Response code Summary code
6250947000000014 12/2033 123 08 (Honor with identification) 0 (Transaction Approved)

Test Bank Accounts

To help test your bank account solution QuickStream will generate response codes based on the BSB values. This will give you the ability to test a broad range of scenarios.

To test bank account payments use the BSBs provided in the table below. Each BSB will return a specific response code and summary code.

  • Rejected transactions (summary code ‘3’) represent errors that are identified early on by QuickStream and Westpac. For example, invalid BSB. These transactions will be stopped on day 1. They will not be passed to the customer’s bank for processing. They will not appear in the night time Payment Report (or morning Payment Report).
  • Declined transactions (summary code '1’) represent errors that are identified by the customer’s bank. These transactions are initially reported as approved in a Payment Report (because they pass Westpac’s high level error checks), but will later be declined in the morning Payment Report.

To test approved transactions use a BSB that is not included in the table below. We recommend using a non Westpac BSB such as 650-000.

BSB Example Account Number Response code Summary Code
032-050 111111 R (WBC Exception Processing Error) 3 (Transaction Rejected)
032-051 111110 1 (Invalid BSB Number) 1 (Transaction Declined)
032-052 111112 2 (Payment stopped) 1 (Transaction Declined)
032-053 111114 3 (Account Closed) 1 (Transaction Declined)
032-054 111116 4 (Customer Deceased) 1 (Transaction Declined)
032-055 111118 5 (No Account/Incorrect Account#) 1 (Transaction Declined)
032-056 222223 6 (Refer to Customer) 1 (Transaction Declined)
032-057 111111 7 (No form PDC held) 1 (Transaction Declined)
032-058 111113 8 (Invalid User ID Number) 1 (Transaction Declined)
032-059 111115 9 (Other) 1 (Transaction Declined)
032-999 999994 G (WBC Exception Processing released successfully) 0 (Transaction Successful)
032-002 123465 G (WBC Exception Processing released successfully) 0 (Transaction Successful)

Transaction Settlement

Credit card transaction settlement

Westpac credits your account the same day, except on weekends and national public holidays when the settlement is delayed until the next banking day. The amount credited is the total of approved transactions. Any direct debit or merchant service fees will be deducted as separate transactions per your service agreement.

American Express and Diners Club may credit your account a number of days later and may be a net amount (i.e. approved transactions less the merchant service fees), depending on your contract with them. Although Westpac facilitates the processing of the transaction, we do not control settlement for these schemes and therefore any queries should be made to American Express and Diners Club directly.

For reconciliation purposes, all successful transactions through a given acquirer that return the same settlement date will be credited together on the same day.

What are the credit card cut-off times?

The standard cut-off time for credit card payments is 18:00 (Australia/Sydney Time).

When are payments sent to the bank?

Generally, credit card transactions will be processed immediately. The settlement date will depend on the time of processing (whether they were processed before the current day’s cutoff time).

Bank account transaction settlement

Direct debit transactions work differently from credit card transactions in that there is no immediate response from your customer’s bank to indicate whether the transaction worked. Instead, the transaction is assumed to have worked unless it is later declined by the customer’s bank. The customer’s bank can decline the transaction for up to 3 banking days after the transaction was processed.

Your Direct Debit facility configuration will affect how successful and failed transactions are represented on your statement. For example, your account may be credited with the total amount of all direct debit transactions processed in one settlement day. Your account may also be debited with the amount of declined (or “returned”) direct debit transactions. If no transactions are returned, you will not receive a debit that day.

What are the Direct Debit cut-off times?

The standard cut-off time for Direct Debit payments is 16:00 (Australia/Sydney Time).

When are payments sent to the bank?

Generally, Direct Debit transactions performed before 16:00 (Australia/Sydney) will be submitted to the bank for processing at 16:00.

Response codes

These response codes have been presented for your reference and are derived from the message format defined in Australian Standard 2805.2 (1997).

It is highly unlikely that you will receive many of these response codes; as a general rule you should use the provided summary response code to determine whether a transaction is approved or declined. Valid response codes are of a two digit alphanumeric format.

If an unknown response code is returned please contact Westpac with the appropriate transaction details.

Please note that there are no response codes specific to card verification number mismatches. This is because no financial institutions within Australia currently return any such information if declining a transaction for security reasons. Response Codes are generally returned from the customer’s issuing bank.

Credit card transaction response codes

Successful credit card transactions will generally have a response code of 00 - Approved or completed successfully or 08 - Honour with Identification. Other statuses indicate a problem processing the transaction. If you receive a status code starting with ‘Q’ that you do not understand, you should contact your Client Enquiry Manager with the transaction details.

For non approved transaction statuses that do not start with 'Q’ the card holder will likely need to contact their issuing financial institution for more information about the rejected transaction.

When doing so you can recommend they:

  • provide the date and amount of the transaction.
  • request specific information regarding the transaction rejection.
Summary Code Description
0 Approved
1 Declined
2 Error
3 Rejected


Response Code Description Summary Code Soft Decline
00 Approved or completed successfully. More information 0
01 Refer to card issuer. More information 1 Yes
02 Refer to card issuers special conditions 1
03 Invalid merchant. More information 1
04 Pick-up card. More information 1
05 Do not honor. More information 1 Yes
06 Error 1
07 Pick-up card, special condition 1
08 Honor with identification. More information 0
09 Request in progress 1
10 Approved for partial amount 0
11 Approved VIP 0
12 Invalid transaction. More information 1
13 Invalid amount 1
14 Invalid card number (no such number). More information 1
15 No such issuer 1
16 Approved, update Track 3 0
17 Customer cancellation 1
18 Customer dispute 1
19 Re-enter transaction 1 Yes
20 Invalid response 1
21 No action taken 1
22 Suspected malfunction. More information 1 Yes
23 Unacceptable transaction fee 1
24 File update not supported by receiver 1
25 Unable to locate record on file 1
26 Duplicate file update record, old record replaced 1
27 File update field edit error 1
28 File update file locked out 1
29 File update not successful, contact acquirer 1
30 Format error 1
31 Bank not supported by switch 1
32 Completed partially 1
33 Expired card 1
34 Suspected fraud 1
35 Card acceptor contact acquirer 1
36 Restricted card 1
37 Card acceptor call acquirer security 1
38 Allowable PIN tries exceeded 1
39 No credit account 1
40 Request function not supported 1
41 Lost card 1
42 No universal account. More information 1
43 Stolen card, pick up 1
44 No investment account 1
45-50 Reserved for ISO use 1
51 Not sufficient funds 1 Yes
52 No cheque account 1
53 No savings account 1
54 Expired card. More information 1
55 Incorrect PIN 1
56 No card record 1
57 Transaction not permitted to cardholder 1
58 Transaction not permitted to terminal 1
59 Suspected fraud 1
60 Card acceptor contact acquirer 1
61 Exceeds withdrawal amount limits. More information 1 Yes
62 Restricted card 1
63 Security violation 1
64 Original amount incorrect 1
65 Exceeds withdrawal frequency limit 1 Yes
66 Card acceptor call acquirers security department 1
67 Hard capture (requires that card be picked up at ATM) 1
68 Response received too late 1 Yes
69-74 Reserved for ISO use 1
75 Allowable number of PIN tries exceeded 1 Yes
76-89 Reserved for private use 1
90 Cutoff is in process (Switch ending a day’s business and starting the next. The transaction can be sent again in a few minutes). 1 Yes
91 Issuer or switch is inoperative. More information 1 Yes
92 Financial institution or intermediate network facility cannot be found for routing 1 Yes
93 Transaction cannot be completed. Violation of law 1
94 Duplicate transmission 1 Yes
95 Reconcile error 1
96 System malfunction 1 Yes
97 Advises that reconciliation totals have been reset 1
98 MAC error 1
99 Reserved for national use 1
EA response text varies depending on reason for error 2
EG response text varies depending on reason for error 2
EM Error at the Merchant Server level 2
N1 Unknown Error (NZ Only) 1
N2 Bank Declined Transaction (NZ Only) 1
N No Reply from Bank (NZ Only) 1
N4 Expired Card (NZ Only) 1
N5 Insufficient Funds (NZ Only) 1
N6 Error Communicating with Bank (NZ Only) 1
N7 Payment Server System Error (NZ Only) 1
N8 Transaction Type Not Supported (NZ Only) 1
N9 Bank declined transaction (NZ Only) 1
NA Transaction aborted (NZ Only) 1
NC Transaction cancelled (NZ Only) 1
ND Deferred Transaction (NZ Only) 1
NF 3D Secure Authentication Failed (NZ Only) 1
NI Card Security Code Failed (NZ Only) 1
NL Transaction Locked (NZ Only) 1
NN Cardholder is not enrolled in 3D Secure (NZ Only) 1
NP Transaction is Pending (NZ Only) 2
NR Retry Limits Exceeded, Transaction Not Processed (NZ Only) 1
NT Address Verification Failed (NZ Only) 1
NU Card Security Code Failed (NZ Only) 1
NV Address Verification and Card Security Code Failed (NZ Only) 1
Q1 Unknown Buyer 1
Q2 Transaction Pending 2
Q3 Payment Gateway Connection Error. More information 3 Yes
Q4 Payment Gateway Unavailable 3 Yes
Q8 Error verifying 3D Secure enrolment 3
Q9 3D Secure authentication failed 3
QA Invalid parameters 3
QB Order type not currently supported 3
QC Invalid Order Type 3
QD Invalid Payment Amount - Payment amount less than minimum/exceeds maximum allowed limit 1
QE Internal Error 3
QF Transaction Failed 3 Yes
QG Unknown Customer Order Number 3
QH Unknown Customer Username 3
QI Transaction incomplete - contact Westpac to confirm reconciliation 2 Yes
QJ Incorrect Customer Password 3
QK Unknown Customer Merchant 3
QL Business Group not configured for customer 3
QM Payment Instrument not configured for customer 3
QN Configuration Error 1
QO Missing Payment Instrument 3
QP Missing Supplier Account 3
QQ Invalid Credit Card \ Invalid Credit Card Verification Number 1
QR Transaction Retry 2
QS Transaction Successful 0
QT Invalid currency 3
QU Unknown Customer IP Address 3
QV Invalid Capture Order Number specified for Refund, Refund amount exceeds capture amount, or Previous capture was not approved 1
QW Invalid Reference Number 1
QX Network Error has occurred 3 Yes
QY Card Type Not Accepted 1
QZ Zero value transaction 0
RA response text varies depending on reason for rejection 3
RG response text varies depending on reason for rejection 3
RM Rejected at the Merchant Server level 3
No Short for 'No Account’, this response code indicates the QuickVault account used for the transaction was not found. More information. 3

00 - Approved

This indicates that the transaction has been authorised.

What authorisation DOES mean:-

  • The card number is valid
  • The card has not been reported lost or stolen (although it may in fact be lost, stolen or compromised [card details improperly obtained or copied] and the card owner is unaware)
  • There are sufficient funds available to cover the transaction.

What authorisation DOES NOT mean:-

  • An authorisation does NOT confirm that the person providing the card number is the legitimate card holder. The risk remains that the person providing the credit card number has either stolen or improperly obtained the card.

01 - Refer to card issuer

This indicates an error or problem from the card issuer. The problem may be related to the card holder’s account. This response code is often a result of one of the following:-

  • Suspected Fraud
  • Insufficient Funds
  • Stolen Card
  • Expired Card
  • Invalid CVN
  • Any other rule imposed by the card issuer that causes a decline (e.g. daily limit exceeded, minimum monthly payment not made, duplicate transaction suspected, etc).

03 - Invalid merchant

This can indicate a problem with Westpac’s merchant configuration. This can also be returned for AMEX transactions when there is a problem with the setup at American Express. This code can be returned from an issuing bank if they don’t like the acquiring bank. An example of this would be someone trying to pay their speeding fine with an overseas credit card. The overseas issuing bank would return a 03, indicating that they wouldn’t allow the transaction over the internet for an Australian bank.

04 - Pickup Card.

This can mean the card has been reported as lost or stolen. The card holder should contact their issuing bank.

05 - Do not honour

This indicates an error or problem from the card issuer. The problem may be related to the card holder’s account. In general the reason for this response code may be any of the following:-

  • Suspected Fraud
  • Insufficient Funds
  • Stolen Card
  • Expired Card
  • Invalid CVN
  • Any other rule imposed by the card issuer that causes a decline (e.g. daily limit exceeded, minimum monthly payment not made, duplicate transaction suspected, etc).

08 - Honor with identification

This indicates that the transaction has been authorised.

What authorisation DOES mean:-

  • The card number is valid
  • The card has not been reported lost or stolen (although it may in fact be lost, stolen or compromised [card details improperly obtained or copied] and the card owner is unaware)
  • There are sufficient funds available to cover the transaction.

What authorisation DOES NOT mean:-

  • An authorisation does NOT confirm that the person providing the card number is the legitimate card holder. The risk remains that the person providing the credit card number has either stolen or improperly obtained the card.

12 - Invalid transaction

This code is often returned from the issuer when they do not accept the transaction. This can possibly be when a transaction for the same amount and merchant is attempted multiple times quickly for the same card. The card holder should contact their issuing bank.

14 - Invalid card number (no such number)

This code indicates that the card number does not exist. Also returned code if an AMEX card is used, but the merchant is not setup for AMEX cards.

22 - Suspected Malfunction

This code normally indicates that the card number was invalid.

42 - No Universal Account

This error is returned from some issuers when the credit account does not exist at the issuing bank. This situation is similar to the 14 response code.

54 - Expired Card

This error is returned when the credit card has expired. Check that the expiry date is correct, and attempt the transaction again. If the transaction still does not work, check with the card holder to see if they have a new card with a new expiry date.

61 - Exceeds withdrawal amount limits

This error is returned when the card holder does not have enough credit to pay the specified amount. Ask the card holder if they have another card to use for the payment.

91 - Issuer or switch is inoperative

This code is used to indicate that the next party in a credit card transaction timed out and the transaction has been reversed. This may happen between QuickStream and Westpac, or further down the chain. This response may also be returned for pre-authorisation transactions that are manually reversed.

92 - Financial institution or intermediate network facility cannot be found for routing

The card number is incorrect. The first 6 digits of the credit card number indicate which bank issued the card. These are used for routing credit card requests through the credit card network to the issuing bank. This error indicates that there is no bank that corresponds to the first 6 digits of the card number.

QI - Transaction incomplete

This status code indicates that a request message was sent to the QuickStream server but no response was received within the timeout period.

QQ - Invalid Card

The QQ error code indicates that the credit card details (card number, expiry date or CVN) are invalid. This could be because the card number does not meet check digit validation, an invalid expiry date was entered, or an invalid CVN was entered.

QY - Card Type not accepted

The QY error code indicates that the merchant is not enabled for the particular card scheme. This error code is normally returned for American Express and Diners Club cards, or when a UnionPay debit card is used. Only UnionPay credit cards are supported.

Q3 - Payment Gateway Unavailable

The downstream credit card gateway was unavailable. The credit card transaction was not attempted and the transaction record will not exist. When you receive this response code, the transaction will not exist in QuickStream.

No - No Account

The QuickVault account used for the transaction was not found or is not enabled. Please check that the QuickVault account exists and is enabled. You can do this in via QuickGateway or in QuickStream Portal.

Bank account transaction response codes

(aka Direct Entry Transaction Response Codes)

In all cases where the response code requires the account holder to contact their bank, it will help if they can provide a date and amount of the failed attempted transaction and specifically ask the bank why they returned that status for the attempted transaction. Otherwise the issuing bank staff may just check the available funds in the account.

Successful Direct Entry transactions will generally have a response code of G - WBC Exception Processing released successfully.

Summary Code Description
0 Approved
1 Declined
2 Processing
3 Rejected


Code Description Summary Code Soft Decline
Zero Zero 0
No Account No Account Registered 1
Duplicate Duplicate Transaction 1
New New 2
1 Invalid BSB Number 1
2 Payment stopped. More information 1
3 Account Closed. More information 1
4 Customer Deceased 1
5 No Account/Incorrect Account#. More information 1
6 Refer to Customer. More information 1 Yes
7 No form PDC held 1
8 Invalid User ID Number 1
9 Other. More information 1 Yes
Success Approved or completed successfully 0
R WBC Exception Processing Error - see description 3
G WBC Exception Processing released successfully. More information 0
C WBC Exception Processing - Cancelled 3
D WBC Exception Processing - Recalled 3
No Short for ‘No Account’, this response code indicates the QuickVault account used for the transaction was not found. More information. 3

2 - Payment Stopped

The account holder has requested that their bank stop any direct debit transactions. Contact the customer to determine an alternate payment mechanism, or if they wish to stop their service.

3 - Account Closed

The account holder has closed their account. Contact your customer to ask for new account details.

5 - No Account/Incorrect Account

Contact your customer to determine if the BSB and account number you have is correct. It may be useful for them to fax you the first page of their bank account statement so that you can check you have the correct BSB and account number.

6 - Refer to Customer

Contact your customer to determine if they have sufficient funds in their account, if the BSB and account number you have is correct, and if their account allows direct debit transactions.

9 - Other

The banks use this response code as they see fit. If you receive this response code for a customer and you have never had a successful debit for that customer, first check the BSB and account number. This could indicate one of the following:

  • Account does not allow Direct Debit
  • Incorrect Account Number
  • Insufficient Funds
  • Suspected Fraud
  • Any other rule imposed by the account holder’s bank that causes a decline (e.g. daily limit exceeded, duplicate transaction suspected, etc)

G - WBC Exception Processing released successfully

The transaction is being processed by Westpac. If the debit is from another bank, Westpac has sent the transaction to that bank. When a direct entry transaction is successful, it remains in this response code. When a transaction is declined and returned, the response will be set to a different response code.