TouchNet How-To Guide

Use the login name starting with c20410. You will have been given login credentials in TouchNet when your account was created. 

Your UW NetID login and password will not work.

• Clear your browser cache and cookies
• Do not login with a bookmark, use the link above
• Open a new incognito or private window and use the link above
• Once your password has failed three times in a row, your account will lock.
• If you have not logged into TouchNet in more than 90 days, your account will automatically lock.

If you do not have TouchNet login credentials or have been locked out of your account, or you see an issue where it asks you to contact the administrator, please contact pcihelp@uw.edu

Touchnet TEST Environment

Only use this link if you have been given a separate Test system login. 

Please email pcihelp@uw.edu with your MID name or number, the store or site(s) they need access to, the access role or roles and their name and NetID. 

Every store or site must have an active manager from the department. Each user in TouchNet can have multiple roles across stores and sites.

uStores have the following roles available:

• Store Manager - full access, customization of the store and crea
• Fulfiller with Cancel/Refund Rights - ability to fulfill orders and issue refunds
• Accountant - view Marketplace financial reports for the store
• Point of Sale Attendant - can make in-person transactions on the store with a TouchNet terminal. (Any store must have Point-of-Sale enabled to use this.)

uPay Sites have the following roles: 

• Site Manager - full access, customization and refunding payments
• Payment Clerk - search for payments, cancel/refund payment  
• Accountant - view Marketplace financial reports for the uPay site - this role cannot refund payments

There are other roles available for the Payment Gateway and PayPath that are available for very active merchants. Please email pcihelp@uw.edu to ask about your eligibility.

The most common reason for a transaction to fail in TouchNet is if the billing address entered by the customer does not match that of the billing address of the credit card. Students using a card with their home address, but entering their university address, businesses using their office address when the billing address is at the finance office at a different address, or they have moved, and in the digital age of online statements, never bothered to update the address. 

If your customer has verified their address (particularly the zip code), and it's still failing, please contact pcihelp@uw.edu with your Merchant name or ID, and the time and date of the transaction attempt and Merchant Services can look up the error codes and determine the reason for that failure. 

Navigate to your Store in Marketplace and under the store is a menu selection 'Refunds'

If you do not see this selection, you do not have the proper role to process a refund (Fulfiller with refund rights) - this is a specific role outside that of a store manager. Your store manager can assign this role to you under Users or you can email pcihelp@uw.edu with your Store or Merchant name for use to add it for you.

Once you have found the single order you wish to refund and select Refund from the Action column

On the next page you will find the refund page - you can refund a partial or full amount per product. Shipping may or may not be refunded in a field below, and you have the ability to attach a comment to the refund as a Refund Reason.

TouchNet has provided an excellent video on the Batch Refunding within stores: uCommerce 8.1 uStore Batch Refunding

You can process a refund for  uPay site if you are a Site Manager or Payment Clerk. If you do not hold this role, and do not see the Refunds option under the left nav under your uPay site, please email pcihelp@uw.edu with your Merchant or Site Name.

For a single payment refund, use the fields available to search for the payment you want to refund. Select Refund from action column and proceed through refund process

For multiple or batch refunds, those will be under the Batch of Refunds tab, and TouchNet has a video on how to manage and submit Batch Refunds in uPay: uPay Refunds

To access the Marketplace reports for your store or site, please navigate in uCommerce to Marketplace:

Then scroll down to the Marketplace Reports in the left navigation and expand to your store or site:  

For reconciling budget general guidance, please reference Financial Reporting: https://finance.uw.edu/fr/internal-controls/reconciliation

For external statements, and revenue and internal fees, please go to our View Statements page.

Credit card revenue is batched daily (usually at 6:30pm) - to reconcile a daily batch, use the Product Detail Report under the TouchNet Store Reports or the Revenue Report for under the TouchNet Site Reports

Once you're in the Store reporting area, select the By Product Report. 

Once there, select the date parameters and make sure Product is in the Report Type. Select the checkbox next to each product you'd like to view and proceed to Product Detail Report

The Product Detail Report has details on each purchase, including information collected from customers (modifiers), presented in columns.

Make your desired selections (uncheck the "Show columns with a zero dollar price adjustment") and select the Export to CSV button.