Questions

General
Application onlineclearing
Kassagirot
Coupons
Cancellations
MoneyGram
Värdeavi
Missing settlement notes

Email ClearOn customer support at kundsupport@clearon.se with information on what settlement notes are missing, as well as the Shop ID. The Shop ID can be found in the upper left corner of the shop’s settlement note under “Refers to shop”.  Accounting firms must first contact the shop in question, which in turn may contact us.

Ordering marketing material and accounting cards for Värdeavi money orders.

Log in to www.clearon.se with the Shop ID and PIN code. This information can be found on the shop’s settlement note in the upper left corner under “Refers to shop” and “PIN code”.

Shop login information to www.clearon.se is missing

This information can be found on the shop’s settlement note in the upper left corner under “Refers to shop” and “PIN code”. If the shop does not have access to the settlement notes, email ClearOn customer support at kundsupport@clearon.se with information about the shop in question.

What is online clearing?

The handling and reporting of coupons and other value slips takes place electronically between the shop’s point of sale system and ClearOn. The POS system communicates with ClearOn in real time and checks each value coupon at the time of redemption.

What POS system is implemented in the online clearing service?
  • Wave
  • Conille
  • Extenda
  • Lindbak
  • Logica
  • NuTid
  • Polygon
  • Visma
How does a shop join the online clearing service?

If the shop has any POS systems that implement online clearing, you can register at clearon.se under ”Login”/”Shop”/”New shop”, or click HERE. ClearOn will contact the shop’s POS system supplier and plan an activation date. An agreement will then be signed electronically.

The shop’s POS system supplier is not included under “Registration”

Contact the shop’s POS system supplier to learn whether it is possible to implement the online clearing service in their system.

How are redeemed value coupons paid out?

Redeemed value coupons are paid to a Plusgiro or Bankgiro stated in the registration form. Payment is made on the first business day following the redemption date.

Online course in the use of Kassagirot

Via the link www.clearon.lg.lumesse.com Existing users can log in with their email address as a username. New users must click on “New users”. Note that an online course on money laundering is held once a year.

Ordering marketing material and accounting cards for Värdeavi money orders.

Log in to www.clearon.se with the Shop ID and PIN code. This information can be found in the welcome letter enclosed in the start-up kit for Kassagirot, and in the shop’s settlement note in the upper left corner under “Refers to shop” and “PIN code”.

Shop login information to www.clearon.se is missing

This information can be found on the shop’s settlement note in the upper left corner under “Refers to shop” and “PIN code”. If the shop does not have access to the settlement notes, email ClearOn customer support at kundsupport@clearon.se with information about the shop in question.

How to add a new user to Kassagirot

Go to the section “Users” in the “User Manual for Administrators and Retail Cashiers”. This manual can be accessed from the login location for Kassagirot, and under “Help” in the upper right corner.

The error message “Add user failed” appears when trying to set up a new user

The username is already registered at the shop Also applies to deleted users.

Change a user’s phone number

Go to the section “Users” in the “User Manual for Administrators and Retail Cashiers”. This manual can be accessed from the login location for Kassagirot, and under “Help” in the upper right corner.

A user has locked their account

For Administrators: Go to the section “Unlock account” in the “User manual for administrators and retail cashiers”. This manual can be accessed from the login location for Kassagirot, and under “Help” in the upper right corner..

It is not possible to upload a new mobile number for text message authentication

Phone numbers must begin with 46, followed by the mobile number, minus the first zero. Please note that only the Shop Manager user can add or change the mobile number of a user who has been assigned the role of Cashier or Administrator. Should it be necessary to change a phone number or add it to the user, the Shop Manager will need the person who has the user account to contact ClearOn.

No text message was sent to confirm customer orders

If the SIM card is active, there is probably a delay in the text message authentication service.

  • Try to restart the phone to make sure that the SIM card is working.
  • Restart Kassagirot and process the customer order again.
  • You can try to change the phone number for text message authentication, as there may be a fault in the local telephone network.
  • Empty the in-basket.
A user has locked their account/forgotten their password

Go to the section “Create new password” in the “User Manual for Administrators and Retail Cashiers”. This manual can be accessed from the login location for Kassagirot, and under “Help” in the upper right corner.

The customer does not know their clearing number

A deposit cannot be made without a clearing number. The customer must contact their bank.

Invoice paid to the wrong recipient/giro

Contact the wrong recipient, explain what happened and ask them to return the money to the sender account, i.e. ClearOn’s account. Contact Clear

There has been an error on a sales order regarding a deposit / giro payment / travel currency

The order must be cancelled as it is not possible to make changes to a customer order. Please note that these customer orders can only be cancelled the same day the order was processed. Cancellation procedures can be found under the menu bar “Document” in Kassagirot.

Which currencies may be ordered?

Currencies that may be ordered are listed under Document/Exchange rate. This includes information on current exchange rates.

How to register a business customer or organisation customer

To become a business customer, the business will need to fill out the application form “Application business customer” / “Application organisation customer” and submit this to ClearOn. This document can be found in Kassagirot under Document.

Where are the shop reports?

See the section “Reports” in the “User Manual for Administrators and Retail Cashiers”. This manual can be accessed from the login location for Kassagirot, and under “Help” in the upper right corner.

Replacing a standard printer for printing sales orders

You can replace a printer under the menu bar Settings / Printer Settings in Kassagirot.

What is PEP

A “Politically exposed person” (PEP) is a person who currently has, or has previously held a prominent public higher position in Sweden (or another country). This may, for instance, be a prime minister or ambassador.

The customer has a code that refers to a mobile coupon

These must not be redeemed. In order for the customer to take advantage of the offer, they must present the code in their mobile. The text message also contains a link for the cashier to check the offer to which the code applies.

A customer comes in and wants to pay with a reimbursement receipt or payment check from ClearOn

The reimbursement receipt can be used as a method of payment when purchasing products of their choice, apart from tobacco, gambling, alcohol and medical products. The receipts are redeemed at checkout with the customer’s purchase and then disposed of. Please note that the customer must make purchases for the entire amount.

A customer comes in and wants to pay with the Sweden Voucher

The Sweden Voucher (Sverigechecken) is a voucher gift card that the customer can use to purchase products of their choice, apart from tobacco, gambling, alcohol and medical products. The voucher is redeemed at checkout with the customer’s purchase and then disposed of.

A coupon does not work at checkout

There may be a variety of reasons why coupons do not work at checkout. Before contacting ClearOn support, check the following:

  • That the products the customer intends to buy are covered by the coupon offer
  • That the customer intends to buy the correct number of goods
  • The validity period of the coupon
  • That there is no internal discount for that particular product
  • That the product costs more than the value of the coupon
  • That there are no non-discount items on the receipt (tobacco, gambling, alcohol)
  • That the product is listed on the receipt

If the above points apply, you can try to scan the coupon’s barcode manually or redeem the coupon at another cash register. Once you have checked and ensured the above, you can handle the matter with the customer. Contact our customer support, state the coupon’s EAN code, product EAN code, potential incorrect code from the cash register, and attach a photo of the front and back of the coupon. Please note that the above only applies to coupons and not to Värdeavi money orders.

How do you cancel a MoneyGram transaction?

See the Manual “Stop – Cancel Purchase Order in Kassagirot” in “MoneyGram Manual” found in the menu row “MoneyGram” in Kassagirot.

How to cancel a sales order involving a bank deposit / giro payment / travel currency

See the Manual “Stop – Cancel Purchase Order in Kassagirot” found in the menu row “Document” in Kassagirot.

The customer wants to change the name of the MoneyGram recipient

This is only permitted when correcting spelling errors. If the entire name needs to be changed, the transaction must be cancelled and redone with the correct information. Information on name changes can be found in the section “Change Name” in “MoneyGram Manual”, which can be found under the menu bar “MoneyGram” in Kassagirot.

The error message “transaction failed” pops up after certifying a transaction for MoneyGram

There may be many reasons for this. Contact our Customer support by phone at 020-31 54 86 on business days, 9:00 – 17:00.

The validity of the Värdeavi has expired

Ask the customer to contact the company from which they received this money order (the payee) for more information.

The Värdeavi does not work / the barcodes are not intact

Ask the customer to file a complaint with the sender (payee) of the Värdeavi.

What is the maximum value of a Värdeavi

Redemption of a Värdeavi is subject to the availability of cash at the shop. The maximum redemption value is SEK 99,999. Redemption of higher amounts will be referred to the exhibiting bank. NB! Ensure that all relevant personnel have been informed of the maximum amount for the shop.

There are two persons listed as recipients of a Värdeavi

Both persons must sign the back of the card to endorse it, and present personal identification. Värdeavi are handled in the same manner as if a messenger had come to redeem the money order (applies to PlusGirot and Bankgirot). Swedbank/Sparbanken Värdeavi money orders are not pre-signed by the addressee and signed upon receipt by messenger.

The Värdeavi is missing a barcode

Refer the customer to their bank for assistance with redemption. Värdeavi money orders that do not have barcodes cannot be redeemed in a shop, only at the exhibiting bank.

Värdeavi that CANNOT be redeemed at a shop:
  • Company money order (See specific questions about Company money orders)
  • Estate payment
  • Authorised proxies
  • Money orders without barcodes
  • Minors without identification
  • Foreign IDs
  • Money orders paid to a legal guardian
  • Persons with protected identity
  • Persons who are unable to sign (due to disability)

In all the above cases, the customer will be referred to their exhibiting bank or to the sender (payee).

The customer has brought a Värdeavi paid to a company or organisation

Company money orders can only be redeemed by agents for Kassagirot and by exhibiting banks. Exceptions: If the company money order is addressed to a person and the person’s name is placed before the company name in row 1, and the company name is in row 2, the money order may be redeemed by an online shop. If, however, the company name is listed first, the shop cannot approve payment since the recipient would then be a company.

ID documents approved as identification when redeeming a Värdeavi:
  • Driver’s licences issued by the Swedish Road Administration and Swedish Transport Agency
  • National ID card
  • ID card from the Swedish Tax Agency
  • Swedish passport
  • SIS-marked Swedish service cards and ID cards

NB! ID documents from the Swedish Migration Agency, foreign ID documents and foreign passports are not accepted.

The customer has made purchases for the entire amount of the Värdeavi. Will they have to pay the fee of SEK 49?

The fee of SEK 49 is a service fee for the redemption of money orders, and will be charged regardless of whether the customer has made purchases for some or all of the amount, or if they have withdrawn the entire amount as cash.

The cash register does not charge a service fee for the redemption of a Värdeavi

Some Värdeavi money orders are free of charge for the customer if the sender has decided to pay the fee. This will be stated on the Värdeavi.

The cash register states that it is unable to make contact with ClearOn

The redemption of Värdeavi must be done online, i.e. the POS system must be connected to us. If the system is unable to contact us, you can try to restart it or register the money order in another cash register in the shop. If it is still not possible to redeem the Värdeavi because the POS system is unable to make contact, you must ask the customer to return later or refer them to another agent. Never return a Värdeavi money order that has been swiped at a cash register without checking clearon.se to make sure it was redeemed. Check Värdeavi money orders at clearon.se under Check value coupon.

An error message pops up in the cash register when redeeming a Värdeavi

Check the following:

  • Check to make sure the money order has not already been redeemed at clearon.se, under Check value coupon
  • Make sure the validity period for the Värdeavi money order has not expired
  • Try to redeem the Värdeavier money order at another cash register
  • Test the button in code 1 and code 2
  • If the error code is “Not permitted” and the Värdeavi money order has not been redeemed, return the money order to the customer and refer them to the sender (payee).

NB! Never return a Värdeavi money order that has been swiped at a cash register without checking clearon.se to make sure it was redeemed, regardless of the error message.

The shop has signed the Värdeavi, but the cash register will not redeem it

First check clearon.se under “Check value coupon” to make sure the Värdeavi has not already been redeemed. If the Värdeavi has not been redeemed, there is no danger in returning the card to the customer, who can then go to another agent for redemption. According to procedure, a Värdeavi can only be signed by a cashier as the last step for redemption, i.e. when the cash register has confirmed that the can be redeemed.

The shop has received a Värdeavi with a higher value than the cash register/shop permits

First check clearon.se under “Check value coupon” to make sure the Värdeavi has not already been redeemed. If the Värdeavi  has been redeemed in your shop, you must contact our Customer service to submit an incident report. Your shop will then need to settle the payment with the customer, as it is not possible to cancel a redeemed Värdeavi.

The customer’s name on the payment card differs from the name on the ID

The customer cannot withdraw cash. Ask the customer to contact the sender (payee).

Online course for Värdeavi

To assist you, we have developed an online course that describes what it means to be an agent for Värdeavi money orders. This describes how these money orders are handled at the cash register and subsequent routines. All those who are involved with Värdeavi in some manner in the shop should complete this course. To take the course, go to www.clearon.se and log in with the Shop ID and the PIN code.

Ordering marketing material and accounting cards for Värdeavi.

Log in to www.clearon.se with a Shop ID and PIN code. This information can be found in the welcome email.