WEBBATS + POS INTEGRATION = Frustration!

RESOURCES WebBATS Version 4.0 Change Guide Click on: WebBATS V4.0 Change Guide WebBATS V4.0 Change Guide POS ONE Integration with WebBATS New Functionality Guide POS ONE Integration with WebBATS NFG v1.03 (Course # )POS ONE Integration with WebBATS NFG v1.03 Retail Website

WebBATS Opening Home Page

Action Alerts should not be bypassed. The reports should be printed and reviewed.

Current Issues / Problems FAQ #1 WebBATS will not let me post a renewal payment for customer. I keep getting an error message stating no id’s were listed and the system will not let me exit until I input something into this field. *Previous box holders were not required to present two id’s therefore when we migrated from WinBATS to WebBATS the data rolled over causing no problems. This glitch was reported to HQ and the system has now been corrected to let you bypass this screen. Although, there is now an “Invalid ID Report” that list all customers who will need to present updated id information. This report should be printed and the customers should be notified accordingly. (see next slide for report)

Current Issues / Problems FAQ #2 With the new version WebBATS 4.0 the system does not allow me to reactivate a box to input the rent payment when the box has been closed for more than 30 days. If the box was closed for more than 30 days, the customer will have to fill out a new 1093 and be treated as if they were a new customer. *If the box was closed for less than 30 days, the box will be in a “closed” or “available” status in WebBATS. If the box is in an “available” status that indicates that the lock was changed and WebBATS was updated with the new key or combination number. This will cause POS to charge the $14 lock fee and if it is a key lock the $2 for the key deposit. If the lock has not been changed and updated in WebBATS, the system will allow for reactivation with no additional charges.

Current Issues / Problems FAQ #3 I was attempting to post a box rent payment for a renewal and there is a default of 2 keys so the payment amount states $2.00 more than what I collected. I understand with the new version, the number of keys will automatically default to 2 for newly rented boxes but it's defaulting for just a renewal. *This problem was reported to HQ and the correction has been made to the program. As for new rentals, the system automatically defaults to 2 keys per DMM regulations

Current Issues / Problems FAQ #4 A po box with caller service attached went over the 30 day renewal process. After the new download occurred, the clerk was able to reactivate the po box and post the box payment but not the caller service attached to the box. When the clerk tried to reactivate the caller service, an error message came up stating that the box needed to be added and referenced going to the Utility. When the clerk tried to add the box under the Utility function, it stated the box already exist. *The system is showing the box already exist because it’s actually a po box number and the number is not held separate in the system by po box or caller. You will need to close the actual po box, change the key number in WebBATS and reissue the box attaching the caller service.

Current Issues / Problems FAQ #5 What is the process for taking names off of the PO box waitlist in WebBATS? Or how do you take the box off of the "withheld" list? My WebBATS clerk deleted some names off of the waitlist, but WebBATS is not releasing those PO boxes for rental. *Due to a glitch in the system, you will need to follow the following steps: Delete the Notification Date in the field populated next to the customer’s name. Delete the Box Number assigned in the field populated next to the customer’s name. Click on Save at the bottom of the screen. Go to Reports and check the All Boxes Report to ensure the box is now listed as "Available" Go back to "Managing Waiting List" and click in the "Delete" field next to the customer’s name. Click on Save at the bottom of the screen.

Current Issues / Problems FAQ #6 When I log into WebBATS, I no longer have access to the menu items and I can’t post or edit payments. *Only Supervisor/Management level access can perform this task and they should only be performed if the transaction did not complete in WebBATS and is listed on the POS Exception Report in WebBATS. (See next slide for Exception Report.)

EXCEPTION REPORT

Current Issues / Problems FAQ #7 POS is automatically renting the next available box to online customers but some offices with indoor boxes as well as outdoor rotary boxes prefer to rent the available indoor boxes first. Is there a way to do this? *When issuing the po box over the retail counter, do not choose the box size but instead choose the bottom dynakey that says. This will allow you to assign a specific available box number. (See next slide for POS Screen choices.)

Current Issues / Problems FAQ #8 A customer applied for a po box online and when they came into to Post Office they found out that the box is too high for them to reach. WebBATS already assigned them a number and the system will not let us override it. How can we issue them a different number? *If the customer does not want the box, or can’t reach the box, or whatever, the SSA must “transfer” the customer to another box using the “Transfer Same Box Size” workflow. (See next slide for workflow.)

Current Issues / Problems FAQ #9 I have a question concerning form 1091 & Do we still keep them on file or do we shred them? Is there a retention period for keeping the current 1093? *Offices using WebBATS should only have the 1093 filed by box number, not dual paper filing systems that create more work. The PS Form 1091 should not be kept on file after the box section data has been in WebBATS for two years. Offices that still manage the paper 1091 must ensure all the payments are recorded in WebBATS and then dispose of. (See next slide for Audit Guidelines.)

Current Issues / Problems FAQ #10 An office that is mostly E-Boxes is trying to update their WebBATS Invalid ID Report. After receiving updated id's for PO Box 72 the office tried going into WebBATs to edit the 1093 to reflect the most current id information. When they input the id information and clicked SAVE, they received an error message stating "Only one group E box is allowed per address. Address of " Pohuehue Kaaawa" has already been issued to an E group Box number 673 in zip 96730" so the information would not save. This box isn’t an E-Box and the updated information is unable to be input. *This is a glitch in the system and the Help Desk should be notified.

Current Issues / Problems FAQ #11 When posting the box rents by mail, a customer had sent in one check to pay for two po boxes. I posted the full payment to one po box and tried to make the correction but AIC 115 is no longer adjustable at the office level. How can I correct this? *AIC 115 and 158 are no longer adjustable at the unit level so corrections will need to be made through the FSB. You will need to call the Accounting Help Desk to request 1412 adjustments. You will also need to refer to the accounting procedures that were issued on 8/22/2008 to cover all the scenarios of overstated and understated receipts to initiate the adjustment at the unit level.

Current Issues / Problems FAQ #12 Have you heard if HQ is going to change the maximum amount allowed per credit card on the APC? *The customer CAN pay for the largest size box for up to one year will all types of credit cards except VISA. VISA did not give permission to increase the velocity amount on the APC.

Current Issues / Problems FAQ #13 A customer came in and paid for 5 business boxes with one check. When I printed the box payment report in WebBATS, only one box payment showed as being paid. When I checked each boxes 1093 and payment history, each box had been updated with the most recent payment. Why didn’t all the other payments show on the unit box payment report? *As stated in the NFG, doing multiple PO Box actions in one transaction may not get posted as expected, or you may not get the response expected from WebBATS. It is best practice to limit PO Box actions to one per tender transaction. The payments should have been treated as cash then the SSA should have “Added a Check” at their closeout.

Caller Box FAQ #1 A customer came in to renew their caller service fee that was past 30 days. When I tried to go into reactivate the caller service, the system wouldn’t let me. How can input this payment? *You must close the po box with the caller service attached then re- open the box as if it were a brand new customer. Once you have attached the caller service, you will need to go back and edit the due for the original po box payment to reflect the previous payment made to the box.

Caller Box FAQ #2 When I did my annual audit review on caller services, WebBATS shows I have a discrepancy. WebBATS indicates I have (1) Caller Service but I don’t have any Caller Service customers. *This is probably related to a previous Caller Service customer that has since closed their box. Run a Monthly Summary Report and look at the Available Caller Service line. If there is a box indicated on this line, you will need to call the Help Desk to have the Caller number removed if the actual po box number is issued to a current customer. If the box is in a closed or available status, simply delete the box through the Utilities workflow and then add the box back in. (See next slide for a sample of Monthly summary report.)

VERSION 4.0 INSTRUCTIONS STATE TO FOLLOW THE PROCEDURES BELOW, BUT THESE INSTRUCTIONS DO NOT WORK IF THE BOX NUMBER IS CURRENTLY ISSUED TO A CUSTOMER. 3) Delete Callers and Reserves Caller/Reserve For sites that offer Caller and Reserve Service, the Delete option has been updated to allow users to remove those numbers from the system. When Callers and Reserve numbers will no longer be used you will need to delete them from WebBATS so that they are not assigned to another customer. To Delete a Caller or Reserve box in WebBATS: 1. Go to: Utility 2. Select Delete 3. Enter Caller or Reserve number or range of box numbers in the Box Number field 4. Click Save

VERSION 4.0 SCREEN SHOT WORKFLOW.

THIS IS THE ERROR MESSAGE YOU WILL RECEIVE IF THE BOX IS CURRENTLY RENTED. YOU WILL NEED TO CALL THE HELP DESK.

MISC QUESTION…. What is a “No Stat” box? Boxes designated as “No Stat” will not be available to issue on POS or to Online customers. Boxes tagged “No Stat” are usually boxes that you want to make unavailable to customers. (Ex. Rotary boxes outside the facility when boxes are available inside or a portion of the box section that is going to be removed etc.) If you want to remove a box from the “No Stat” status, simply click on “Release Hold”. (See next slide for screen shot.)

Boxes designated as “No Stat” will not be available to issue on POS or to Online customers.

WebBATS Reports

Online Rental Fee Refund Policy

MISC QUESTION…. A customer was billed multiple times through usps.com when applying for a po box. When the customer came into the Post Office, WebBATs didn’t show a payment was made by the customer but their banking transaction shows multiple “pending” charges. What do I do? *The customer can receive help through two methods:

Frustration = Participation Becky Kaiwi Honolulu Retail Specialist (808) Office (808) Fax