harbortouch paperwork overview - amazon …...8. is the business open yet? a. this section gives us...

HARBORTOUCHPAPERWORK OVERVIEW

H A R B O R T O U C H

HT1749_09182013

TABLE OF CONTENTS

INTRODUCTION PAGE 1

SERVICE AGREEMENT (EXHIBIT A) PAGE 2

MERCHANT APPLICATION PAGE 3

POS ACCOUNT SETUP FORM PAGE 4

POS WIZARD PAGE 6

HARBORTOUCH PAPERWORK OVERVIEW

BAR HELPER PAGE 10

RETAIL INVENTORY TEMPLATE PAGE 12

INTRODUCTION

1HARBORTOUCH PAPERWORK OVERVIEW

Proper paperwork is essential for new deals to be fulfilled in a timely manner. By following this best practices guide, you will

experience faster turnaround times with greater retention and referral potential. An extra 15-20 minutes spent on your

paperwork can literally expedite your order by 2-3 weeks. If you want to be successful with the free POS program, then by all

means take the time to ensure your paperwork is completed properly.

Each of the documents listed on the Underwriting Checklist are critical to the underwriting and order fulfillment process.

Failure to include the requested documentation will increase the risk of delay. If information is missing or inaccurate, the deal

will be placed into a “pending” status thus causing a minimum 24 hour delay. To avoid having your merchant application

pended, it is best to wait and submit the application once ALL required information has been attained rather than submit an

incomplete app and plan to send the remainder of the information at a later date. (Pended apps are delayed a minimum of 24

hours.)

Since our factory handles dozens of accounts at any one time, each account is interconnected. If all of our sales partners

follow these best practices, not only will that specific account be turned around quicker, but you will begin to see our standard

turnaround time decrease as well. This is a domino effect that can result in huge improvements in the factory's performance

that will benefit all of our sales partners exponentially.

We advise that you include a copy of the Underwriting Checklist with all new apps to make sure you have included all required

documents.

The Underwriting Checklist lists the following requirements:

Service Agreement

Merchant Application

POS Account Setup Form

POS Wizard, Menu, or Inventory

Additional Menu Information (such as Liquor, Beer, Wine, Cocktails, Catering, Specials, and other secondary menus)

Voided Check or Bank Letter

Copies of two consecutive, recent statements (If Currently Processing)

Two forms of business ID (such as a Business License, Tax ID certificate, Articles of Incorporation, Interior/Exterior Photo)

The following pages will review each of these documents in greater detail and discuss best practices for reduced delays.

SERVICE AGREEMENT (EXHIBIT A)


The Service Agreement, or Exhibit A, is a legal document confirming the merchant's order. This document must be

completed in its entirety. All information must be accurate and all requested initials and signatures must be supplied. A good

and a bad example of this document are shown below for your reference. The top five causes of delays are:

1. Missing contact information

The merchant will be contacted by email and phone throughout the process. An accurate phone number(s) and email

address is imperative. Without accurate email addresses and phone numbers, delays are inevitable.

2. Equity of ownership is not accurate

The Equity of Ownership field must be accurate or it will cause delays

Percentage of equity ownership must be a minimum of 50%

Ask the merchant whether their credit is good or not. If it isn't, make sure to have any other owners co-sign the deal. If

there aren't any other owners, have the merchant find another co-signor to increase the chance of approval.

3. Incorrect calculations

The Exhibit A will be voided if the math is not correct. This includes all subtotals and totals.

One common problem area is the “Total monthly service fee (Section I + Section II)”. This field should include the “Total

optional add-ons” amount and the total monthly price for the POS systems themselves (both Elite and Elite-S).

It is not an option to white-out or visibly remove information from this document. If we receive a document with

incorrect math, the order will be pended until we receive a corrected document.

4. Data added to the document

Adding or modifying data will void the document. This document is not intended to be modified by adding notes or

requests. All modified Exhibit A's will be pended until we receive a corrected document.

5. Missing initials or signatures

Initials and signatures are commonly missed. We cannot accept unsigned documents.

If there are multiple principals on the Exhibit A, the signatures of all owners are required.

MERCHANT APPLICATION


The Merchant Application is a legal document confirming the business information, peripheral services and processing rates

and fees. This document must be completed in its entirety. All information must be accurate and all requested initials and

signatures must be supplied. A good and a bad example of this document are shown below for your reference. On the bad

example, the top six causes of delays are:

1. Missing sales office information

The sales office information is used by multiple persons handling the application. If this information is not included, there

will be delays in the processing of the order.

2. Missing merchant contact information



Supplying additional contact methods will reduce the chance of delays and improve turnaround times.

3. Legal business information

The legal business name and the Federal Tax ID must match-up. Discrepancies will cause delays.

4. Average ticket, high ticket, monthly volume

Ensure that the financial details are accurate. Exaggerating or falsifying these fields will cause delays. Inflating the high

ticket or monthly volume amounts is frowned upon. This is one of the primary reasons for pending a deal.

5. PIN debit

If the merchant requests a PIN-pad, we will require the debit pricing to be filled out on the application. Please be sure to

fill out Section B3 of the merchant application if your merchant will be accepting PIN debit.

6. Merchant initials

Make sure the merchant has initialed this document in all requested locations. The application will be pended if initials

are missing.

POS ACCOUNT SETUP FORM

The POS Account Setup Form (POS ASF) provides us with additional information necessary to process the account. If the

POS ASF is incomplete or inaccurate, the order will be pended.

A good and a bad example of this document are shown below for your reference. On the bad example, the top three causes of

delays are:

1. Missing sales office information

The sales office information is used by multiple persons handling the application. If this information is not included, there

will be delays in the processing of the order.

2. Missing merchant contact information



3. Incomplete merchant information

The questions on this document are all designed to assist the Order Administrator in reviewing the account and ensuring

a customized and positive user experience. If any information is left blank, it will require the Order Administrator to reach

out to the merchant and will cause unnecessary delays.

Some of the sections that commonly cause issues are reviewed below:

1. Software demonstration

a. It is important for us to know which software type was demonstrated to the merchant so that we know whether they

have certain expectations about the software interface.

2 & 3. Confirm shipping information

a. Supplying this information ensures the shipment is handled properly and there is no confusion at the time of

installation.

4. Spanish speaking representative

a. We need to know whether we will need to have a Spanish speaking representative handle the account.

5. Will this be your first Harbortouch POS system?

a. If the merchant has ordered a POS from Harbortouch before, we will ensure that the account is handled by the same

staff members to improve their user experience. We may also be able to expedite the processing of the account if the

programming is similar to the first location or POS terminal.

6. Verify business hours

a. We will use this information to set the merchant's daily reports to start and end at the ideal time and also to schedule

system backups and other tasks concerning the merchant's daily operations.

7. Confirm business information

a. The information contained in this section assists the Order Administrator in determining the software that will

provide the best experience for the merchant. It will also assist the programmer in determining the most efficient way

to program the system.

8. Is the business open yet?

a. This section gives us a lot of information about the merchant's expectations and whether their business is prepared

for a successful installation. If estimated timeframes are not supplied, the account will most likely be delayed.



9. Confirm gift card provider

a. This section explains the steps necessary to ensure the merchant's gift cards are functioning upon installation of the

POS.

10. Confirm Internet access

a. Internet is required for the operation of Harbortouch POS and some providers are not stable enough for our use. This

question helps ensure the merchant understands the requirements of the POS system and that we are prepared for

installation.

11. Do you have the required power outlets?

a. This information is commonly forgotten when installing a POS system. Without appropriate power outlets available

the POS cannot be installed.

12. Cabling requirements

a. The cabling should be completed prior to installation if possible. Harbortouch is willing to complete the cabling

during the installation if necessary but will charge $249 per cable run.

13. Inventory Entry Method

a. We need to know how the merchant will be submitting their retail inventory so that we set up the account

accordingly. This also lets us know if we need to send a barcode scanner to the merchant for inventory entry prior to

programming the system.

14. Caller ID

a. If a merchant is using caller ID, we will require ALL phone numbers associated with the Caller ID.

15. Verify sales tax information

a. Fields are available for any additional taxes on liquor or other product categories. Please review in detail with your

merchant.

POS ACCOUNT SETUP FORM (continued)

POS WIZARD


The POS Wizard is an Excel file that allows the merchant to supply their business information (i.e. employees, job positions,

menu information, etc.) in a simple and organized document. This will assist in the set up process for the merchant's POS

system. Using this document can significantly improve the turnaround time of an account and increase the quality of the

programming.


POS WIZARD (continued)

If there are multiple pay rates for the same position,separate jobs will need to be created for each pay rate.

If a job is not paid an overtime rate, use the same rate in both columns.

Harbortouch will define Manager and Non-manager positions.They can be further customized once you receive your system.

User names should not include last names because they will appear on the receipt.

AMOUNT:Set the amount of the discount. It may be the amount off the menu item price ($1.00 off) or percent off the menu item price (25% off), or a forced price ($15.00)



Please do not confuse “voids” with “loss”. If you truly need to delete a ticket, and the order was not yet started in the kitchen, then void it. However, if a customer says that their food was unacceptable, you do not want to void your ticket or item. Instead, write it off using a comp discount. Check with your accountant for details.

DISCOUNT NAME:Assign a desription for the discount (i.e., “Uniform” or “Military” or “Entertainment Book”)

NOTES:Provide any instructions about the discount (i.e., the times of the Happy Hour discount)



Any options that are not listed in the menu can be included in the programming.

Otherwise, you may simply add them after installation

All items should have prices. If the price is “0” it is probably a modification such as a side salad.

If it is a market item where the price changes, place “MC” in the field.


BAR HELPER

For menus that include alcohol, the BarHelper document should be completed. The BarHelper gives the merchant a simple-

to-use document with the most common bar items and modifications. The merchant should answer the questions on the first

page and then add prices to any items they offer in each of the subsequent sections (liquor list, cocktails, beers, wines, etc.).

This will help expedite the order and improve programming.

Well prices are necessary todetermine substitution upcharges

The merchant can add the prices forany items they carry, and add any additional items to the bottom of the list.


BAR HELPER (continued)

Prices should be added to all drinksthat are offered. The difference between the well price and thepremium liquors will be used as theupcharge for the substitutes

If the merchant is unable to complete the POS Wizard or BarHelper, we can accept a copy of their menu in a digital format

(.doc, .docx, .xls, or .csv). The merchant should review this menu before submission to ensure there are no missing items or

prices. Make sure to include the COMPLETE menu including any secondary menus such as catering, alcohol, dessert,

time/date based menus (happy hour, late night, lunch), specials and holiday menus.

If the merchant is unable to supply a digital copy of the menu, we can accept a scanned or faxed copy but it will increase the

programming time considerably.


RETAIL INVENTORY TEMPLATE

For retail accounts, all inventory data must be supplied on our Retail Inventory Template.


RETAIL INVENTORY TEMPLATE (continued)

Example of Inventory Template completed with incorrect information

1. Barcode missing check digits.0’s on the front of the item are commonly missing. Manufacturer barcodes are typically 8, 12 or 13 digits.

2. Symbols cannot be imported into the POS system.We will remove all symbols before importing.

4. The pricing does not make sense.In this case, the prices are lower than the costs.

3. Departments and vendors are missing.This information is important within most retail environments and should be populated.

1 2 3 4

Harbortouch will review the data that is received and discuss any issues with the merchant. The four most common issues

with inventories are referenced in the image above and are listed here:

1. Barcodes were either added to the file without check digits, or the formatting of the column was changed and the zero was

removed by Excel. This column must be formatted text to retain zeroes in front of the number. Standard Manufacturer

barcodes are 8, 12, or 13 digits.

2. Symbols cannot be imported. Symbols will cause issues with the functioning of the POS. Ensure that data sent to

Harbortouch does not include any special characters (!, @, #, $, %, ̂ , &).

3. We are not able to verify pricing for the merchant. If we notice something unusual like the example above, we will ask the

merchant about it, but otherwise the merchant will need to correct any discrepancies after installation. Ensure that the

information is accurate before submission to avoid this issue.

4. Departments and Vendors are important for many of the inventory functions within the POS. This information should not

be left blank.

harbortouch paperwork overview - amazon …...8. is the business open yet? a. this section gives us...

Documents