Overview

CoPilot is a customer and account management application that allows partners and agents to easily manage their portfolios, as well as to communicate with our team including Underwriting, Partner Solutions, Merchant Solutions, and Technology teams.

Terminology

It is important to understand the following nomenclature when working in CoPilot:

  • Merchants are referred to as customers. A customer can have one or more Accounts/Merchants IDs.

  • Accounts/Merchant IDs (MIDs) are synonymous with one another and are referred to as accounts in CoPilot. Accounts can have one or more products and/or services.

Refer to the below diagram to get a better understanding of this hierarchy:

What's New?

The following topic describes the most recent updates and enhancements to CoPilot.

To catch up on previous releases, see the CoPilot Release Notes page.

CoPilot 5.36 Release

This release includes the following topics:

The following updates were released after CoPilot 5.36:

Churn Score Updates

The Churn Score data model no longer includes seasonal businesses in the Churn Score calculation to improve accuracy of the scoring.

Wex Cost Label Update

The Cost displayed for the Wex Sales Discount field is now increased from 3.0% to 3.5% in order to accurately the reflect the cost stated in the Wex agreement.

New Third Party Processing Question

You are now required to answer a new question regarding whether you "use any third party to store, process, or transmit cardholder data" when submitting an account.

If you utilize a third party to store, process, or transmit cardholder data, the Third Party Name is required, as well as either the Third Party Email or Third Party Phone Number.

Merchant Application Update

The current version of the MPA and Program Guide are now 2405_MPA_02.01.21 and 2405_PG_02.01.21 respectively. Previous versions will no longer be accepted starting Wednesday, June 9th. To download the current versions of these documents, access the Documents tab of your Dashboard.

Note that merchants completing the digital application are always shown the current version of the MPA and Program Guide when digitally signing.

Merchants completing the digital application or paper application are required to answer a new question regarding whether they ”use any third party to store, process, or transmit cardholder data.”

When the merchant answers Yes, the Third Party Name is required, as well as either the Third Party Email or Third Party Phone Number.

Merchant Surcharge Program

You can now select the new Merchant Surcharge Program pricing type for eligible, acquiring merchants that wish to apply a surcharge to credit card transactions.

  • This new pricing type is available to new and existing merchants that meet certain eligibility requirements.
  • A fixed surcharge rate of 3.5% is automatically applied to all eligible credit card transactions for merchants enrolled in the program.
  • Merchants enrolled in the program are required to comply with all card brand requirements, such as displaying proper signage and disclosures that credit card transactions will include a surcharge.
  • Integrations with the CardPointe Gateway may require updates in order to meet the requirements for the Merchant Surcharge Program.

View the Merchant Surcharge Program page in the Support Center for more information regarding eligibility, requirements, and details.

If the new pricing type is not available for you, contact your Relationship Manager.

Swiped/Non-Swiped Pricing

You can now select the new Swiped/Non-Swiped pricing type for merchants boarded to the First Data North platform.

This simplified pricing type allows you to set separate fees for card-present transactions where card data is captured electronically by swiping, inserting, or tapping the card to a device at the time of sale, and card-not-present transactions where card data is not captured electronically by swiping, inserting, or tapping the card to a device.

You can find the new pricing type available in the Merchant Services tab for accounts on the First Data North platform, as well as in the following components of CoPilot:

  • Application Templates
  • Hosted Application Page Templates
  • CoPilot API

Accessing CoPilot

Accessing CoPilot requires your login credentials as well as a one-time security code sent via email as additional authentication. The one-time security code is sent to your registered email address from our security partner, Ping Identity.

  1. To access CoPilot, navigate to https://copilot.cardpointe.com and enter your login credentials.

Your CoPilot and CardPointe login credentials are the same.

Co Pilot Login

Multiple attempts to log into your account with incorrect credentials will result in a temporary (30 minute) lock on your account. The following notification displays on the log in screen:

"Account is temporarily disabled. Contact admin or try again later."

Continued attempts during the lockout period add 30 minutes each to the duration of the lockout.

Additionally, changing your password while your account is locked does not cancel or otherwise affect the lockout period. Instead, you can log in with the new password once the lockout period has ended.

If you are locked out of your account and cannot regain access, contact support for assistance. 

  1. Upon logging in to CoPilot, you are prompted to enter an additional one-time security code that is sent to the email address associated with your account. The one-time security code is sent to your registered email address from our security partner, Ping Identity.
Ping 2fa Copilot 01
  1. Access your email account to view the email from PingOne <noreply@pingidentity.com> containing your one-time security code.

If you do not currently have access to the email account associated with your CoPilot account, contact support for assistance.

Ping 2fa Co Pilot 02
  1. Enter the one-time security code provided in the email to authenticate yourself and complete the login process.
Ping 2fa Co Pilot 03

Subsequent logins will require the one-time security code only once every few days.

CoPilot Dashboard

The Dashboard provides a high-level overview of your business's key performance indicators and provides easy access to various useful business management features, including Application Templates. Refer to the image below and the corresponding descriptions to understand how to navigate this screen.

Co Pilot Dashboard Ui 1
  1. Partner Detail Card - Displays your business contact information. We provide this information to merchants upon request, so it is important that this information is accurate.
  2. View Residuals - Click to view your residual reports. Residual reports are also accessible by clicking Residuals in the left nav of CoPilot.
  3. Dashboard Sub-tabs - Select a tab to perform various business management functions:
    • Partner Summary - Displays visual graphs that provide a glimpse into your key performance indicators.
    • Schedule A - Displays a list of schedule A information.
    • Sales Codes - Displays a list of sales codes.
    • Users - Allows you to add, edit, or delete CoPilot user accounts. In addition, you can configure each user's permission settings and email notification settings, giving you complete control of how your users interact with CoPilot. 
    • Application Templates - Allows you to create reusable templates that contain pre-populated products and pricing information.
    • Affiliates - Display a list of your business affiliates and their contact information.
  4. Key Performance Indicators - Graphs and tables that provide a high-level view of important business metrics.
    • Selecting a merchant name within the Recent Deposits table displays the Merchant Detail card.
    • Selecting an entry from the Tickets table displays that ticket's support information.

Creating an Account

An account must be created as part of the application process in CoPilot. An account can have one or more products and services assigned to it. You can create a new account in two different ways:

  • Create an account for a new customer
    Follow this process if a customer record does not yet exist in CoPilot for the account that is being created.

  • Create an account for an existing customer
    In this scenario, a customer account already exists for the account that is being created. Following this process saves time since you can leverage existing customer data, expediting account creation.

Create an Account for a New Customer

To create an account for a new customer in CoPilot:

  1. Click New Account in the top nav.
  2. If you wish you use an existing application template, click the Account Template dropdown and select the desired template. In this example, an existing application template was not selected in an effort to show you how to complete an application from scratch.
  3. Click Save. The "Account Detail" screen displays with tabs that allow you input additional information about the merchant, including information related to their:
    1. Account Details
    2. Processing Information
    3. Merchant Services
    4. Add-Ons 
  4. Upon completing the information on these respective tabs, click Save
  5. Now that you have added all of the necessary and supplemental information to the account, you are ready to send the application to the customer for review.
  6. On the Account Detail screen, click Submit. 
  7. Before submitting an application in CoPilot, we need to capture some additional details about the merchant and how they'll be signing the application. You will now see the following questions prior to submitting the application for signature:
    • Have you met this merchant face to face?
    • Did you solicit the merchant, or did they solicit you?
    • How will the merchant sign the application?
  8. At the bottom of the screen within the Submit Application section, click Submit for Signature.

What's Next?

After submitting an account application for signature, the customer will receive an email at the email address that was provided in their account details. Please feel free to notify the customer that they can expect to receive an email from our team.

To help guide the customer through the application review process, refer to Guiding the Customer Through the Application Process.

Guiding a Customer Through Application Review

Upon submitting an account application for review, the customer receives an email from CardPointe, prompting them to register for a CardPointe account. The steps below are intended to help guide the customer through the application review process:

  1. The customer must click the Sign my Application link in the email that was sent by CardPointe.

  2. The customer chooses a username and password to create their CardPointe account, and clicks Create Account.

  3.  The customer then signs in using their newly created CardPointe account and the online application guides them through each of the pages to enter or review the necessary information. 

    View the Online Application Sample below for reference.
  4. Upon completion, the customer must agree to the terms and digitally sign the application. The application is then forwarded to Underwriting for review.

Online Application Sample

A sample of the online application is shown below for reference. Please note that the online application is dynamic, and this sample is not an exact replication of what each customer may encounter.

Digital Application Login
Digital Application Page 1 - Business Details
Digital Application Page 2 - Banking & Processing Information
Digital Application Page 3 - Equipment
Digital Application Page 4 - Agree & Sign
Digital Application Page 4 - Step 2 Expanded
Digital Application Completed Page

Cloning Account Information

When adding a new account for an existing customer, you can save time by reusing account details from the customer's existing merchant account(s).

For instance, the customer in this example - Tom Hansen - has an existing merchant account in CoPilot named "The Card Shoppe." He now wishes to apply for a new merchant account for one of his other business locations. Since these business are similar, we recommend cloning the existing account, rather than starting from scratch to create a new account. Cloning an account copies the following account-related information into a new merchant account:

  • Account Details
  • Setup Information
  • Processing Information
  • Product Configurations

You can clone an existing customer account in two ways:

Clone an Existing Account During Account Creation

  1. Click Customers in the left nav.
  2. Search for and select the desired Customer ID. The Customer Detail screen displays.
  3. Click the Accounts sub-tab.
  4. Click Add Account.
  5. From the Create Account screen, click Clone Primary. The existing account information is copied into a new account, allowing you to continue to create the account.

Note: After cloning an account, see Creating an Account for information on submitting the account.

Clone an Existing Account from the Account Summary Screen

  1. Click Customers in left nav.
  2. Search for the customer and either click the status of the account under the Account Status column, or click the name of the account under the DBA Name column. 
    The Account Summary screen displays.
  3. Click Clone Account.
  4. Enter the name of the new account in the Business Name field.
  5. Click Clone. The existing account information is copied into a new account, allowing you to continue to create the account.

    Please note that if you just wish to copy an existing account and you do not want the newly cloned account to be linked to the existing account, simply uncheck the Add New Clone to this Customer box.

Note: After cloning an account, see Creating an Account for information on submitting the account.

Application Templates

Application Templates allow you to create reusable templates that contain predefined merchant services product features, CardPointe product features, and pricing fields.

Application Templates are useful if you have merchants that run similar business types. For instance, if you service numerous restaurants and other merchants in the food services industry, you can create and reuse an application template that is specific to those business types, streamlining the application process.

Creating a New Application Template

  1. Click Dashboard in the left nav, and then select Application Templates.
  2. Click New Template.
  3. Enter a name for the template in the Template Name field. For instance, if this is a template that you wish to reuse for restaurant applications, you may choose to name it "Restaurant Template".
  4.  Enter your sales code in the Sales Code field, and click Save
  5. To configure the template to your needs, complete the information within the Setup, Processing Information, Merchant Services, and Add-Ons tabs. 

Note: Application Templates can be modified at any time. Simply navigate to Dashboard > Application Templates and select the desired template from the list.

Equipment Management

CoPilot allows you to easily manage your merchants' equipment. Using CoPilot, you can:

Ordering Devices

To place an order for a device(s) for a customer:

  1. Search for and select a customer. The "Account Summary" screen displays.

  2. Click the Orders link in the left nav. 

  3. Click the New Order button. You are presented with three categories:

    • CardPointe Endorsed Equipment
    • Other Equipment
    • 3rd Party Software
  4. If you know the name of the device, you can search for it using the Search bar. You can also scroll through the devices to locate a device.
  5. Click Order next to the device that you wish to order. 
  6. The "New Order" window displays.  Complete the information on the Details tab, and then proceed to the Payment tab.
  7. On the "Payment" tab, choose how you'd like to be billed from the Billing Frequency and Bill To: drop-down menus.
  8. On the "Shipping" tab, enter the shipping address for the order and choose the Shipping Method (Standard or Expedited).
  9. When finished, click Save Order and then Submit All New Orders. The order is submitted to our teams for processing and an email is sent to the customer confirming the order.

Tracking an Order's Shipping Status

For orders that have an Order Status of "Shipped," you can track the shipping status as follows:

  1. Search for and select a customer. The "Account Summary" screen displays.
  2. Click the Orders link in the left nav. 
  3. Locate the shipped order and click its Order ID
  4. The order's tracking number displays at the top of the Order window. 

Adding Features and Services

You can add various CardPointe features and other services to a merchant's account from the Add-Ons tab on the Edit screen. 

The following features and services can be added to an account:

CardPointe FeaturesAdditional Services
  • CardPointe HPP
  • Gateway API and Integrations
  • Shopping Cart Plugins
  • Oracle EBS
  • SAP
  • PINLess Debit
  • CardDefense
  • 3DSecure
  • ProfitStars ACH
  • 3rd Party Gateways
  • 3rd Party Software

Add Features and Services to an Account

To add a CardPointe feature or other services to an account:

  1. Search for and select a customer. The Account Summary screen displays.
  2. Click Edit to display the Edit Account screen.
  3. Select the Add-Ons tab.
  4. Click Add. 
  5. Click Add next to each feature and/or service that you wish to add to the account.
  6. When finished, click Apply.

A CardPointe support representative will review the request and will contact you via the CoPilot ticket with the next steps. You can review the CardPointe Features and Additional Services associated with the account from the customer's Account Details screen.

Residuals

CoPilot provides transparent, line-by-line residual reports that are always available to you within the application. The level of detail in the residual reports provides the assurance that you need to trust that you are being paid accurately. CoPilot calculates the residuals for your sub-agents and provide line item details for your individual teams.

To access your residuals, click Residuals in the left nav. You can search for residuals by month by clicking Processing Period and checking the box next to each month that you wish to view.

Note: The ability to view residuals is based on your user role in CoPilot. Refer to Managing CoPilot Users for more information.

Support Tickets

CoPilot's support ticket system allows you to communicate directly with our dedicated in-house support teams. Each CoPilot ticket corresponds to a specific operations department to ensure you receive the proper assistance from the appropriate team.

You can create the following types of support tickets in CoPilot:

  • Account Tickets
    Account support tickets should be used when you have questions or requests that relate to a specific Account/MID.
  • Partner Tickets
    Partner support tickets should be used when you have questions or requests related to your business, as well as for other non-MID related inquiries.

Submitting an Account Support Ticket

To submit a question or inquiry related to a specific Account/MID

  1. Click Create Ticket at the top-right of CoPilot. 
  2. Ensure that the Account radio button is selected. 
  3. Click the Account field and choose the account that the support ticket applies to.
  4. Click the What type of ticket are you looking for? field and choose the type of support request that you'd like to open.
  5. Click the Reason field and choose a reason for the ticket.
  6. Enter a Description for your request.
  7. Take note of the Merchant Access Level. Depending of the type of ticket, the merchant is given Full Access, Status Updates Only, or No Access.
  8. If you have file attachments to upload, click Add Attachments and upload them to the ticket.
  9. When finished, click Save. A member of our support staff will respond as soon as possible.

Submitting a Partner Support Ticket

To submit a question or inquiry related to your business:

  1. Click Create Ticket at the top-right of CoPilot.
  2. Click the Partner radio button.
  3. Click the Reason field to select from the list of ticket reasons. 
  4. Enter a description for your request.
  5. If you have file attachments to upload, click Add Attachments and upload them to the ticket.
  6. When finished, click Save. A member of our support staff will respond as soon as possible.

Reporting

In Copilot, you have the ability to create and save custom reports, allowing you to capture the metrics that apply to your business needs. Custom reports can be created and saved on the following screens:

  • Customers
  • Tickets
  • Work In Progress
  • Residuals

Creating a Custom Report

To create a custom report tailored to your needs:

  1. Navigate to the screen that you wish to customize for reporting purposes. In this example, we're going to customize the "Tickets" table.
  2. Click the New Report dropdown and select New Report
  3. Click the Column Selector icon to customize the column filters that display in the table. 
  4. Choose the desired columns that you wish to include in the table, and click Close
  5. To save the customized table, click Save > Save As
  6. Give the report a name, and click Save
  7. The custom report now displays in the dropdown menu that you previously used to create the report. 

Deleting a Custom Report

To delete an existing report:

  1. Navigate to the screen that contains the custom report(s) that you wish to delete.
  2. Select the report that you wish to delete from the Reports dropdown. 
  3. Click Delete and confirm that you wish to delete the selected report. 

Managing Your CoPilot Profile

You can easily update your CoPilot password and your account contact information, as well as manage your subscriptions to account status changes and ticketing activity notifications by clicking My Profile in the left nav.

Updating CoPilot Status Notifications

We recommend that all CoPilot users update their notification preferences to ensure that you are receiving the desired notifications from CoPilot regarding ticket activity and account status changes for each of your sales codes. 

To update the types of notifications that you receive in regards to account status changes and ticketing activity:

  1.  Click My Profile in the left nav, and then click Notifications
  2. If you want to receive notifications for any ticket-related activity and any account status changes that occur in CoPilot, check the desired boxes for each of your sales codes. Your notification preferences are automatically saved.

Managing CoPilot Users

In CoPilot, each user is uniquely identified with a username, password, and profile. The user profile determines which tasks a user can perform, what data the user can see, and what the user can do with the data.

Adding, modifying, and removing users is easy in CoPilot. Simply click Administration in the left nav to display a list of your organization's current users. From this screen you can edit an existing user's profile and create new CoPilot users.

User Roles

Assigning each user to specific user roles determines the navigation menu items and screens to which each user has access. 

When creating a new user or editing an existing user, you can assign one of the following user roles to the user's profile:

  • Admin User
    Admin users can perform the following tasks in CoPilot:
    • View information for all sales codes
    • View residuals for all sales codes
    • Create and modify users

  • Standard User
    Standard users have permission settings that govern which sales codes they can view and which residuals they can view. These permissions are set at the sales code level. In addition, Standard users do not have the ability to create or modify CoPilot users.