User Guide Message Centre · Using the Message Centre Service . Use the Message Centre service to...

HSBCnet User Guide Message Centre September 2020

HSBCnet User Guide: Message Centre

i Last updated: September 2020

Contents

About Message Centre .......................................................................................................... 1

Before you begin .................................................................................................................................. 1

Using Message Centre .......................................................................................................... 3

Accessing the Message Centre ........................................................................................................... 3

Creating Messages .............................................................................................................................. 4

Using the Message Centre Service .................................................................................................................. 4

Using your Bank Statement ............................................................................................................................. 7

Using the Payments and transfers tab under the Payment Support section .................................................. 12

Viewing messages ............................................................................................................................. 12

Inbox tab ....................................................................................................................................................... 13

Archive tab .................................................................................................................................................... 15

Authorising Messages ....................................................................................................................... 15

Message Centre Customer Alerts ........................................................................................ 18

Creating Alerts for Message Centre................................................................................................... 18

Viewing Message Centre Alerts ......................................................................................................... 20

Viewing Message Centre Activity Log ................................................................................. 21

Frequently Asked Questions (FAQs) .................................................................................... 23

Appendices .......................................................................................................................... 24

A: Granting Message Centre permissions ......................................................................................... 24

B: Message types ............................................................................................................................... 25


1 Last updated: September 2020

About Message Centre

HSBCnet Message Centre allows you to send and receive messages to Bank Staff via HSBCnet for different banking service requests.

Message Centre also provides a secure platform for HSBC to initiate administrative correspondence directly with HSBCnet customers. In addition, you are able to submit and manage requests online reducing the need to contact support by phone, fax, or mail. Message statuses are updated in real time as Bank staff respond, to keep you informed about the progress of your requests. Completed support messages can be viewed online for 90 days in your Inbox for your convenience and auditing purposes. Pending messages remain searchable via the Message Summary after that time.

Before you begin Message Centre service is not automatically available for all users on HSBCnet to view and reply to communications from the Bank.

To initiate specific service requests to the bank via the Message Centre, your System Administrator must first grant you permission to access to one or more of the Message Centre services.

Note: Some Message Centre services may not be available in your region. Please contact your local HSBCnet support team for further information.

• Account Information: Use Account Information to entitle Users to access bank statements. You can create Messages relating to payment instructions from the bank statements when available, and

• Customer Alerts: Use Customer Alerts to entitle Users to set up alerts that trigger when certain criteria are met. The entitled Users can also set up recipients in your organisation who will receive these alerts

• Message centre —payment cancellation/recall: Use Payment Cancellation to entitle a User to submit service requests to the Bank to recall or cancel a previously submitted payment

• Message centre —other request types: Use Other request types to entitle Users with access to locally available services to help you manage requests online through HSBCnet



Message Centre permissions – payment cancellation/recall example

For more information about granting user permissions, refer to the following guides:

• How do I modify user permissions? (For System Administrators)

• Adding a new user (For System Administrators)

https://www.hsbcnet.com/-/media/hsbcnet/support/qg/gl_596.pdf

https://www.hsbcnet.com/-/media/hsbcnet/support/ug/gl_add_newuser.pdf



Using Message Centre

Accessing the Message Centre Access the Message Centre service in one of three ways:

• Selecting the ‘Need help?’ link on the side of the HSBCnet page or choosing the Question mark icon in the HSBCnet page header. This displays the Virtual Assistant and HSBCnet Support page where you can select the Message Centre link

• From the main menu, select the HSBCnet support tab to access the Message Centre link in the list of support tools.

• From the Message Centre link in the task bar on your HSBCnet home page.

Message Centre links

Message Centre link in the task bar



The features of the Message Centre service are:

• Ability to view recent messages in the Inbox along with their reference, message type, date/time, and status

• Ability to create new messages

• Ability to add attachments to new messages (only applicable to General query and Card query message types)

• Use the ‘Mark full request as private’ feature which allows you to limit who can see a specific message thread and its attachments.

• Displays messages that need action from you in the Inbox tab

• Displays messages that are 90 days or older in the Archive tab.

Creating Messages You can create a Message for the Bank in one of three ways:

• Using the Message Centre service (for all Message types)

• Using your Bank Statement (for Investigate transaction/Payment cancelation/recalls only), and

• Using the Payments and transfers tab under the Payment Support section

Note: In order to create messages via Message Centre, your System Administrator must first entitle you with access to the applicable Message Centre services.

Using the Message Centre Service

Use the Message Centre service to create and submit requests to the Bank. To create a message, complete the following steps:

1. Access the Message Centre service from the ‘Need help?’ link. The Message Centre page appears displaying two tabs (Inbox and Archive) and a Create new request button.

Message Centre page



2. Select the Create new request button to begin creating a message. Users that are not entitled to create messages on HSBCnet will not see the Create new request button on the Message Centre page.

3. The Create message page appears. Select an option from the drop-down lists of the three fields. Mandatory fields are marked with an asterisk (*). The available options are:

• Location: If you have accounts in many countries, use this optional feature to quickly locate your desired accounts for a specific location from the available list. Your choice of location determines the list of available accounts in the Account number field

• Account number: Select an account number. Some message categories and message types are applicable at the customer level. In such cases, selection of an account number is not required (e.g. Add an account). You should select the Account number is not required option

• Category: The available categories in this field are determined by the selection you make in the Account number field, and

• Message type: The available message types are determined by the selection you make in the Category field. Refer to Appendix B: Message types for a complete list.

4. Select Create to submit your selection.

Message Centre—Select message type and account – Payment cancellation/recall (example)

5. The Message Creation page appears displaying the Category and Message type you selected. In the Message Creation page, complete the required information. To receive an e-mail alert when an update is available select the Email checkbox.

Note: Quick Guides are available in the Help Centre for specific message types mentioned in the table if you prefer step by step guidance for individual message types

6. Select Continue. The Review and submit page displays a summary allowing you to verify the request.



Message Creation: Enter message details and description – Customer Services (example)

7. Select Submit after reviewing the summary. Optionally, choose Cancel to cancel the message.

Message Creation: Review and Submit page – Customer service (example)

8. Your message has now been created and an acknowledgment confirms your action. The Message status is updated to indicate the current status of the request.

Note: If you are entitled to Sole Message Control, this service request is authorised automatically. If your company follows dual authorisation, the status of your request is Pending authorisation and requires further authorisation before it can be sent to the Bank for processing.



Message Creation: Submission Acknowledgement

Note: The above steps serve as an example of how to create and send a message to the Bank. These steps may slightly vary depending on the Location, Account, Category and Message type.

Using your Bank Statement

You can investigate a transaction directly from the item on the Statement Details page in the Account Information service (Note: not all items listed are payments). This alternate method ensures all correct details/required information is pre-filled in your message request to enable quick processing.

Message requests can be to:

• Investigate a transaction

• Request Cheque image, and

• Cancel/Recall a Payment

You have two options to access the transaction information

A. From the Message Centre, or

B. From the Account Information service

A: From the Message Centre

To create and submit a message request using the Message Centre service, complete the following steps:

1. On the Message Centre page, choose Create new request.



Message Centre– Create new request button

2. From the Create Message page that appears, choose the following options - Your location - The desired Account number - Category - Payments - Message type – Investigate transaction: Select transaction from my statement

3. Choose Continue to proceed.

Create Message—Investigate transaction

4. The Account Information – Statement Details page appears. Select Investigate transaction from the options under the Action column for the payment you wish to raise a query on.



Investigate Transaction option

5. The Create Message page appears with the transaction details pre-filled in the Message Request form. Review the detail and complete all mandatory fields (marked with an asterisk *). Select Continue when finished.

Message Creation: Investigate Transaction (example)

6. In the Create Message confirmation page, choose Submit. Optionally, choose Cancel to cancel the message.



Create Message Review and submit message – Investigate transaction

Note: If you are entitled to Sole Message Control, this service request is authorised automatically. If your company follows dual authorisation, the status of your request is Pending authorisation and requires further authorisation before it can be sent to the Bank for processing.

7. An acknowledgement confirms your action.



Create Message Submission acknowledgement

B: From the Account Information service

To create and submit a message request using the Account Information service, complete the following steps:

1. Access the Account Information service under the Accounts tab.

Account Information service



2. Navigate to the Statement Details page of the current account used to make the payment. Items enabled for investigation display an arrow in the Action column.

3. Select the arrow in the Action column for the item you wish to investigate.

4. Select an action from the available options that appear.

Account Information – Statement details page

Note: The available action options will differ depending on the transaction status on the instruction’s statement details page.

Steps 3 to 5 are common for both options.

Using the Payments and transfers tab under the Payment Support section

To create and submit a payment related message, you can also initiate the message from the Payments Support section of the Payments and transfers tab of the main menu.

For details on how to create these messages refer to the section on Creating messages.

Note: These options are only available if your System Administrator has entitled you to them.

Payment related messages

Viewing messages You can view messages either in the Inbox or in the Archive tabs.

ABC Company



Inbox tab

The Inbox tab displays messages between you, or other users under your customer profile, and the Bank. These messages may relate to service requests raised by you or another User, or administrative correspondence initiated by the Bank. The inbox also displays messages that require further review or customer action from the logged-on User.

Message Centre service – Inbox

Message Centre – Inbox Filter

Select the Full details link to view detailed information about the message



Viewing full details of a message

Use the Filters on the Inbox to search for specific messages based on custom criteria. From the inbox, you can:

• Show or hide this filter by selecting the arrow.

• You can also use the Sort by filter options to locate and view specific messages.

• Messages are listed in the left pane displaying Message type, date created, Account name and number, and Message status

• Unread messages appear in a white background whereas viewed messages display with a grey background

• To view a message, select the message in the left pane. The message details appear in the right pane. Choose Full details to view the complete history of the message

• Message pending authorisation display a yellow icon. Refer to the section on Authorising a message for details

• Cancelled or rejected messages display a red icon

• Choose Reply to respond to a message from the Bank.

• To make a request public or private, choose the checkbox beside that option.

• At any time, you can print a message or download a PDF using the links in the message header

• At any time, select the Cancel request button to cancel the current request.

• Requests inactive for over 90 days are stored in your archive.

Note: when the Bank initiates a message via Message Centre, an e-mail alert will be sent to the e-mail address associated with your user profile. This e-mail serves as an advisory to login and review your Message Centre inbox.



Archive tab

Any message requests that have been inactive for over 90 days are stored in the Archive tab which have the same features as the messages in the Inbox.

Archive tab

Authorising Messages Use the Message Summary in the Inbox to authorise messages created by other Users in your company. By default, all customers are set up with dual authorisation control which requires at least one authorisations.

If your System Administrator has entitled you with sole message control, the message authorised by you does not require further authorisation and will not appear on this page.

Messages are displayed by status as listed in the table.

Status Description

New New messages recently received

Pending authorization Messages have this status when a Message type is set to "dual control". Messages under this status require another User in the company to authorize the Message Request using the Message Authorisation service.

Rejected Messages under this status were pending authorization and were rejected by the customer.

In progress The Bank is taking action to answer/process your request.



Status Description

Pending customer reply The Bank has reviewed your message but requires more information from you to be able to answer/process your request. Messages under this status should be reviewed and an online update sent to the Bank. Depending on your company setup, the message update may require authorization.

Message Response General Query type of messages have this status when a message response has been received

Completed The Bank has completed your request (and may have provided additional comments). Review messages under this status to view comments from the Bank.

Cancelled by User Messages cancelled by the User

To authorise a message, complete the following steps:

1. Access the Message summary in the Inbox on the Message Centre page.

2. Messages pending authorisation are listed in the left pane. Use the filter to locate the specific Message you wish to authorise.

3. In the Inbox sub-tab, left pane displays messages with Pending authorisation status. Use the filter options to locate the specific message you wish to authorise.

Message Centre Inbox – Message pending authorisation

4. The message details appear in the right pane along with the options to either Reject or Authorise the message. Choose Authorise to proceed.



5. A message appears in the right pane confirming that the message has been authorised followed by additional messages depending on the exchange with bank and or helpdesk agents.

Message Detail—Authorise



Message Centre Customer Alerts

Creating Alerts for Message Centre There are two types of alert, these are:

• An alert that advises when a message requires authorisation before it can be sent to the Bank, and

• An alert that advises that an update to your request is available for viewing in Message Centre

Create Alerts service allows you to create alerts which are triggered upon the occurrence of certain events. You, and your specified recipients, can receive these alerts through e-mail notifications or the on-screen Alerts service within HSBCnet. Depending on the country of your recipients, SMS text message alerts may also be available.

To create a new scheduled alert for Message Centre using the Create new alert feature, complete the following steps:

1. Access the Customer Alerts service by selecting the bell icon in the header of your HSBCnet personal page. Next, choose View and manage alerts link in the window that appears.

Customer alerts link

2. On the Alerts page, choose the Manage alerts tab to display the Alerts summary. To create a new alert, choose the Create alert button.



Create alert link on the Manage alerts tab

3. On the Create new alert page, complete all mandatory fields and any optional fields on the page. The available options differ depending on the activity and category you selected earlier. Choose Continue to proceed.

Create Message Centre – Authorise alert example

4. Review the details in the next step and select Confirm to submit the alert.



Review Authorise – Message Centre alert

Note: You can set up a maximum number of 6 recipients that can be designated per scheduled alert for Message Centre. Recipients highlighted in bold font are entitled to take action on the alert. You must be entitled to these services to be a recipient.

Potential recipients will be offered from the applicable HSBCnet users on your profile, e.g. those which have entitlement to the combination of service/account. For Payment alerts, Users who have entitlements to all accounts and all payment types are highlighted in bold to help you with the selection.

Note: Once an alert has been created, there is no further entitlement check, so you should review, and where necessary, update the recipients of sensitive or time critical alerts regularly to ensure the appropriate people receive these notifications within your company. The creation of scheduled alerts does not require authorisation.

Alerts are delivered by e-mail or SMS. In order to receive alerts, Users must keep their telephone/mobile/cell number and/or their email at work address updated in their personal profile record on HSBCnet. (See My Profile on the top left hand side of the My HSBCnet homepage.)

Alert content is delivered in the language preference of the User where available. For security reasons, mobile phone numbers and e-mail addresses of Users are masked.

Viewing Message Centre Alerts If you have been designated as a recipient for Message Centre alerts, you can view the details of triggered alerts in the Inbox in the Alerts page.

For detailed information about creating and managing alerts, refer to the Customer Alerts user guide

https://www.hsbcnet.com/-/media/hsbcnet/support/ug/gl_cust_alerts.pdf



Viewing Message Centre Activity Log

You can view company-wide User actions relating to Message Centre by using the Account Services Activity Log feature. Administrative functions provide access to activity processing.

To view Message Centre Activity Log, complete the following steps:

1. Access the Account Services Activity Log from the User and Account Management tab.

2. Enter an activity date. If no date is entered, the system assumes ‘today’ for the latest activity date.

3. Choose Message Centre as the activity type and select View Summary.

Account Services Activity Log feature

4. The Activity Log Summary shows displays an outline of each message related activity for the given date range.

Activity Log Summary—Message Centre

5. Select a link in the Activity date/time column to view details of that activity.



Account Services Activity Log Details

Please note that where a message has been marked Confidential only the User who managed this request will be able to view the content/detail of this specific communication.

Message marked as Confidential



Frequently Asked Questions (FAQs)

Who decides if a User can initiate service requests via Message Centre or not?

System Administrator(s) within your company entitle the Message Centre services to Users.

Is there a way to save a message request template for reuse in the future?

No. As the online message requests are fast and easy to complete, the ability to save templates for recurring use is not offered.

Can I still speak to my Customer Service Representative when I have an issue or question? What advantage does the online service provide?

You are always welcome to work directly with our Help desk however; the online service will give you more control internally, create an Activity log that tracks case history should an employee be out of the office, and still resolve your payment enquiry in a timely manner.

How quickly will my requests be handled?

Each investigation is unique and requires a thorough evaluation prior to reply. This is appropriate regardless of how you contact us. To enable the bank to quickly process your request, you must provide all requested reference(s) (Bank/Customer) specific to the payment/item being queried, amended or cancelled. If you cannot provide the specific reference, the Bank may have to contact you to request more information or the resolution of your request may be delayed.

What if I don't receive a response to my request?

Please use Live chat if that service is available for you or call your local HSBCnet Helpdesk, ensuring you have the Bank/Customer reference number(s) specific to the request.

Is this information secure when I send it through?

Our secure authentication and Transport Layer Security (TLS) encryption technology ensures that your valuable data is protected. At HSBC, security and the protection of customer data is one of our highest priorities. Our aim is to deliver a safe and secure banking experience at all times, including when we communicate confidential information to you



Appendices

A: Granting Message Centre permissions The following is the complete list of Message Centre services.

Note: Some Message Centre services may not be avialble in your region. Please contact your local HSBCnet support team for further information.

• Message centre —cheque enquiry: Use Cheque Enquiry to entitle Users to perform a cheque transaction search

• Message centre —cheque issue service: Use Cheque Issue Service to entitle Users to send to the Bank details of cheques that you have issued from your US or Canadian account to support fraud deterrent solutions

• Message centre —cheque void service: Use Cheque Void Service to entitle Users to send requests to the Bank to mark a specific cheque serial number or range of serial numbers as void in the Account Reconciliation system

• Message centre - investigate transaction: Use Investigate Transaction to entitle Users to create, authorise and enquire on a message to investigate a transaction

• Message centre —other request types: Use Other request types to entitle Users with access to locally available services to help you manage requests online through HSBCnet

• Message centre —payment amendment: Use Payment Amendment to entitle Users to submit service requests to the Bank to amend previously submitted Priority Payment or Bank to Bank transfer payment instructions

• Message centre —payment cancellation/recall: Use Payment Cancellation to entitle a User to submit service requests to the Bank to recall or cancel a previously submitted payment



B: Message types Categories of Message type on Message Centre

Category Message Type

Account Services • Deletion of account from HSBCnet

• Add an account to HSBCnet

• Amend account services

• Update business details

Card Services • Card activation request

• Card query

• Replacement card request

Cheque Services • Cheque image request

• Order cheque books

• Cheque void issuance

• Cheque add issuance

• Cheque Enquiry

Customer Services • General Query *

• Order a statement

• Request an eStatement

• Order deposit books

Global Disbursements • Investigate transaction

Payments • Investigate transaction

• Payment Amendment

• Payment cancellation/recall

• BACS trace requests

Receivables • RDC User setup

*Note: Certain Message types are only available in some countries/territories. Please contact your local HSBCnet Support team for more information. When creating a General Query message type, you are able to mark the message as confidential to prevent others with access to Message Centre service from viewing individual message content.



Disclaimer This user guide is prepared by HSBC Bank plc (“HSBC”) for issuance by it or another member of the HSBC Group, which comprises HSBC Holdings plc and its subsidiaries (“HSBC Group”). The user guide is prepared for use by the relevant issuing HSBC Group member to provide the recipient with guidance in relation to the use of the HSBC Group’s products and services referred to in it. It is not intended to constitute advice in relation to the suitability of the HSBC Group’s products or services for the recipient’s intended business purposes or activities and the recipient should obtain its own advice in this regard. This user guide should be read in its entirety together with all other relevant terms, guidance and information made available to the recipient in connection with the products and services to which it relates. To the extent to which this user guide reproduces any material sourced from a third party, the HSBC Group does not warrant its accuracy. This user guide is intended solely for use by the recipient to whom it is made available by the relevant issuing HSBC Group member. It should not be photocopied, reproduced, distributed or disclosed in whole or in part to any other organisation or person without the prior written consent of HSBC or other relevant issuing HSBC Group member.

HSBC Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. It is listed with the registration number 114216. HSBC Bank plc is a company incorporated under the laws of England and Wales with company registration number 14259 and its registered office at 8 Canada Square, London E14 5HQ. HSBC Bank plc’s registered VAT Number is GB 365684514.

The HSBC Group member issuing this user guide in Australia is HSBC Bank Australia Limited (ABN 49 006 434 162 AFSL No. 232595), which is also the provider in Australia of the products and services referred to in this user guide.

The HSBC Group member issuing this user guide in France is HSBC France, (“HSBC France”), a public limited company (société anonyme) with registered office at 103 avenue des Champs Elysées – 75008 Paris, registered with the Paris Trade and Companies Register under number 775 670 284. HSBC France is authorised as credit institution and investment services provider by the Autorité de Contrôle Prudentiel et de Résolution (ACPR), regulated by the Autorité des Marchés Financiers and the ACPR, controlled by the European Central Bank.

The HSBC Group member issuing this user guide in the Philippines is The Hongkong and Shanghai Banking Corporation Limited – Philippine Branch (“HSBC Philippines”) For inquiries or complaints you may contact HSCB Philippines through your dedicated Relationship Manager. If you want to find out more about HSBC Philippines’ customer feedback procedures, please visit hsbc.com.ph/feedback. HSBC Philippines is an entity regulated by the Bangko Sentral ng Pilipinas with email address [email protected]. Deposits are insured by PDIC up to P500,000 per depositor.

Copyright: HSBC Bank plc 2020. ALL RIGHTS RESERVED.

User Guide Message Centre · Using the Message Centre Service . Use the Message Centre service to...

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