Global Market Accounts Explained

Global Market Accounts (GMA) is the new 365 Retail Markets account system, which allows consumers to use one account across the entire 365 Ecosystem. Consumers can use their account on any device at any location that is running 365 GMA. With GMA, 365 has effectively linked MicroMarkets, Nanomarket™, Vending, and Dining solutions together. In doing so, we have created the ultimate Connected Campus.

Consumers can seamlessly traverse the 365 Ecosystem, allowing them to quickly make a purchase at any device, all while reducing wait times and driving more revenue streams. GMA increases the reach that operators have with their consumers and can provide the most comprehensive and easy to use solution in the industry.

Benefits of GMA

GMA will provide a seamless platform for consumers that will allow them to use a single stored value account to make their purchases. Since consumers can now quickly check out using their accounts at multiple locations, 365 anticipates that the number of transactions occurring across the entire ecosystem will significantly increase.

Consumer Benefits

Consumers using GMA will now only have to manage a single account instead of having to worry about having multiple market accounts. They can simply add funds once and use them across their entire ecosystem, eliminating the need to remember multiple passwords and always having to have cash or credit with them. Consumers will have access to loyalty programs as well as directed discounts.

Another feature that will positively impact consumers is the 365Pay app. This app will allow consumers to fund their account right in their app, manage their transaction history, and quickly checkout using their unique QR code or the “Scan and Pay” function.

Operator Benefits

There are numerous features and designs of GMA that will positively impact the way operators do business. Some of the benefits include:

• Creating the ultimate Connected Campus with all 365 devices, whether they are in the same building or across the country
• Eliminating the seven MicroMarket MSL limit because all markets will be linked together
• Offer clients the industry leading Connected Campus experience for their MicroMarket, Nanomarket™, Vending, or Dining needs
• Providing a quick and easy way to checkout, which will reduce wait times and increase consumer activity
• Using the 365Pay app to allow consumers to quickly and easily add funds to their Global Market Account, which will increase the chances of a sale
• Eliminating account balance liabilities as 365 will manage all GMA funds
• Staying ahead of the curve by providing the latest industry account and product technology
• Increasing your reach to consumers by taking full advantage of the entire 365 Ecosystem
• Access to loyalty programs, directed discounts, and direct communications with consumers

GMA Uses

GMA Locations

GMA is used to link all the locations in the 365 Ecosystem, whether they are in the same building or across the country. An actual implementation of GMA might look something like this: A large office building has three MicroMarkets and two NanoMarkets™.

• A consumer can seamlessly checkout at any of the MicroMarkets or NanoMarkets™ in their building by using their GMA account.
• Additionally, that same consumer could go to another market across the state (or country), and if that location is using GMA, they could check out using their GMA account. The diagram below illustrates where a GMA account can be used:

GMA Devices

The entire 365 Ecosystem supports the use of GMA, creating your Connected Campus. Consumers have numerous opportunities to purchase products with, so whether they are using a MicroMarket, Nanomarket™, Vending, or a Dining solution, they will be able to use their GMA account to complete the transaction.

The following list details the 365 Ecosystem devices that can support GMA:

• Gen2 Kiosk – 365’s Legacy MicroMarket kiosk. It accepts cash, print receipts, and uses the biometric fingerprint reader.
• Gen3 and Gen3c Kiosks – As 365’s most advanced MicroMarket kiosk, this kiosk offers unprecedented functionality to upgrade any breakroom. Both the traditional Legacy and V5 software are available to run GMA.
• Nanomarket™ – This sleek new unit that is ideal for smaller locations that cannot support a full MicroMarket. This solution is a tablet housed in a production quality casing that invites consumers to interact with it.
• AV5 and AV7 – These are 365’s vending based touchscreen solutions that are attached to the outside of a vending machine. They give consumers the ability to view nutritional information before they make a purchase. You can run advertisements when the unit is not in use. To use a GMA account, consumers can interact with an AV5 or AV7 by scanning the QR code in the 365Pay app, scanning their barcoded market card, or by typing in their email address.
• 365Inside – This is a more affordable vending solution that attaches to the inside of a vending machine. Consumers interact with 365Inside using the 365Pay app, where they can view nutritional information and make purchases right from their smartphone. 365Inside can be used in conjunction with existing cashless devices.
• ReadyFlex – This is a versatile dining solution that can transition from a cashier mode to a self-serve mode with the swivel of a screen. You can add a Kitchen Management System (KMS) to create a comprehensive dining solution.
• 365Sidecar – This app based solution is designed to accept GMA accounts in a cafeteria setting. Cashiers manage the app on a device supplied by the operator and interact directly with the consumer’s 365Pay app to complete the transaction.
• 365Pay – This app based solution allows consumers to add funds, manage account activity, and checkout using a QR code, right from their smartphone. Additionally, it supports the ability for in-app “Scan and Pay” which can help alleviate traffic in particularly busy markets. 365Pay is available for white labeling to match your specific needs.
• 365Beacon – This versatile mobile based solution can act as a standalone market or can be used in conjunction with pre-existing GMA locations. Consumers connect to 365Beacon using Bluetooth with the 365Pay app and can use the “Scan and Pay” function to make purchases.

Implementing GMA

Moving forward, GMA will be the default account system for the entire 365 Ecosystem. Any new account created on a Nanomarket™, ReadyFlex, or 365Pay app will already be a GMA account, but the process for existing MicroMarket kiosks to get GMA is more involved. With the release of Service Pack 4.0 for MicroMarket kiosks, GMA will be available on all existing and new locations. Review the following sections that explain how existing and new MicroMarket locations will be enabled with GMA.

Existing Locations

Service Pack 4.2 will contain all the necessary GMA logic, but it will not be enabled immediately. When a location is upgraded to SP4.2, the GMA logic will be behind the scenes, but 365 will then go through in a second upgrade process and enable the integration. 365 will work directly with operators to form a schedule and process for upgrading all locations to GMA to ensure that all financial and technical details are met.

365 can migrate existing user accounts to GMA at the discretion of the operator. If 365 migrates existing user accounts, consumers will be able to use their same login credentials and have their balance transferred, allowing them to use GMA immediately without having to create a new account.

For an account to be upgraded, it must have a fingerprint, Scan ID, or email address from MyMarketAccount.com that is associated before the migration can take place. If an account has an email address that was entered from other than a MyMarketAccount.com source, the email will be removed from the account during the migration because it is not considered verified. The concept of Username will no longer be supported in GMA, so accounts with only a Username will not be accessible after the migration, unless a Scan ID or email is added to their account by the operator from SmartHQ.

For existing accounts, it was also possible to have  other than a four-digit PIN, which also will not be supported in GMA. If an account has a PIN less than four-digits, the consumer or operator must update the PIN before the upgrade. If an account has a PIN greater than four-digits, only the first four-digits of that PIN will be brought over in the upgrade process.

365 will be providing operators with information that can be shared with clients and consumers that explains the GMA upgrade process. This information will help consumers determine if they need to update their account identifiers, and if so, how to accomplish that.

See the section titled “Financial Considerations” in this document for information on liabilities related to migrated account balances.

To consolidate and reduce the number of accounts that will be migrated, 365 will run all accounts through a set of filters. These filters are designed to only migrate accounts that are considered “active”, which will provide operators with a cleaned data set of user accounts. The filters that accounts will be run through will:

1. Eliminate any inactive accounts
   
   
2. Eliminate all accounts that have had some account activity but not within the last twelve months
   
   
3. Eliminate any accounts over six months old that have never had any account activity. This would apply to accounts that were created before a market opening, but that were never used

An operator can choose to either migrate existing accounts following the process previously outlined or can choose not to migrate any accounts. If an operator chooses not to migrate any accounts to GMA, they will be responsible for the liabilities and legal handling of account balances and the redemption of those balances. If accounts will not be migrated, operators can have consumers use their balance before the migration takes place or refund the balances if appropriate.

Note: If accounts are not migrated, consumers will be forced to create new accounts before they are able to use GMA. 365 will work directly with operators to coordinate any account migrations.

GMA Readiness Report

To help operators determine which accounts are ready to migrate to GMA, 365 has developed the GMA Readiness Report in SmartHQ. This report gives a detailed view into all accounts on a location basis to help operators determine the accounts that:

• Will be moving to GMA
• Need attention
• Will not be migrated

The accounts that need attention will require the consumer to either add a fingerprint or Scan ID to their account, so it is accessible when migrated to GMA. The consumer can add a fingerprint or Scan ID to their account themselves, or the operator can add a Scan ID to the account on behalf of the consumer from SmartHQ.

Accounts that did not pass the activity filters listed above, will not be migrated to GMA. These consumer accounts will not be migrated in an attempt to provide operators with a cleaned data set of user accounts that is easier to manage moving forward.

Operators can see the “Readiness Score” in the GMA Readiness Report. This score provides data on the percentage of accounts that are moving to GMA and will be ready to be used after the migration. When the operator is comfortable with the location’s “Readiness Score”, they can schedule their upgrade to GMA by selecting the Request GMA Migration button on the Readiness Report.

New Locations

Any new MicroMarket location that will have GMA enabled must have the GMA integration specified on the order form. When 365 is staging the kiosk, we will have the GMA integration enabled, so the kiosk will ship with GMA. When consumers create their new accounts on the kiosk, they will automatically be GMA and can be used anywhere in the operator’s ecosystem.

Any V5 MicroMarket or NanoMarket device will be defaulted to GMA, so there will be no need to specify that on the order form. The ReadyTouch platform can support GMA but it is not the default and must be requested on the order form.

Financial Considerations

365 MID Holder

If an operator would like to use any GMA enabled 365 device, we required that 365 be the MID holder for that operator. 365 will be holding all credit funds and will assume all liability for account balances, absolving operators of any account balance liabilities.

Fund Disbursement

365 will hold all credit funds and will distribute those funds following the current disbursement schedules, which are on a weekly basis. Funds will be disbursed based off sales, instead of account funding events. For example, if a consumer loads $20 into their account and spends $10 during the period, 365 will disburse $10 to the operator, while holding onto the other $10 that is still on the consumer’s account.

A typical disbursement will include all anonymous credit sales and all GMA sales, less cash collected by the operator, anonymous credit sales fees, GMA sales fees, and SmartHQ/ADM account adjustments. When funds are distributed, 365 will provide a Disbursement Report that details all sales and fees for that period. Below is an example of the type of GMA Disbursement report that will be used to distribute funds.

Flow of Funds

Operators will be responsible for managing the cash that was added into GMA accounts, while 365 will be responsible for managing all credit card transactions, including GMA funding and anonymous purchases. As sales are made, 365 will distribute funds to operators following the GMA Disbursement schedule. The flow of funds for GMA is illustrated in the following flowchart:

Account Balance Adjustments

All account funding events are now treated as an actual transaction. This includes all positive account adjustments made in SmartHQ and ADM and those adjustments that will be charged back directly to the operator. Since 365 will now be holding and distributing funds, it is required that 365 handles all account balances as actual funds.

Account Balance Migration

If an operator chooses to upgrade existing MicroMarket accounts to GMA, they will be liable to pay 365 for the total value of account balances being migrated. Current account balances are the liability of operators, so operators will simply be transferring the liability to 365. For example, if an operator will be migrating $500 in account balances, they will owe 365 that $500 to cover the shift in liability.

Prior to the upgrade, 365 will provide the operator with an estimate on the account balance transfer liability. The operator must sign the estimate, as a recognition of their responsibilities. After the upgrade, 365 will provide the actual liability of account balances that transferred. This is the amount that the operator will owe 365.

In order to fully transfer the liability from the operator to 365, 365 will withhold 10% of the liability amount from future GMA Disbursements for 10 weeks. For example, if the liability shift is $500, 365 will withhold $50 per week for 10 weeks from the GMA Disbursement Report that is sent to the operator.

Refunds

It is the responsibility of the operator to manage and approve any purchase refunds. If a consumer with an account requests a refund and it is approved, the operator can adjust the account balance in SmartHQ or ADM and will have those funds removed from their disbursement.

If a consumer needs a refund to a credit card for an anonymous purchase or for an account funding transaction, the operator or consumer must contact 365 to complete the process. 365 will contact Heartland to refund the credit card and will increase or decrease the account balance accordingly.

Disputed Purchases

If a consumer disputes any purchase they have made, it is the responsibility of the operator to determine the validity of the dispute and determine if a refund is necessary. The operator can use the reporting and consumer management features in SmartHQ and ADM to help gather information to build out a case for the dispute.

If the consumer is disputing charges on their card, 365 Support can help to gather information about the charges made to the card. The operator can contact 365 Support and provide key information such as the time, amount, and last four of the credit card number of the transaction. When Support has provided the information, it will once again be the responsibility of the operator to issue a refund if they choose.

Closing of an Account

A consumer can close their account by contacting their operator directly or by using the mobile app to request that their account be closed. When a consumer asks to have their account closed, the operator will use the “Payout and Close” function to bring the account balance and any loyalty points accrued to zero and close the account. This Payout and Close function is available on the Consumer Summary screen in ADM and SmartHQ.

The operator will then be responsible for distributing the value of closed account to the consumer. When an account is closed, 365 will track this adjustment on the GMA Disbursement Report and will reimburse the operator for funds that was transferred to the consumer. This process provides the easiest and most direct flow of funds from 365 to the consumer.

Closing of a Location

If an operator must close a location that is operating a 365 device for any reason, it is the responsibility of the operator to appropriately payout consumer accounts. After the location has been closed and consumer balances have been repaid by the operator, 365 will reimburse the operator for the value of all the accounts that were repaid.

Consumer Use

A consumer can either have their existing account migrated to GMA or can create a new GMA account. Before an existing account can be migrated to GMA, it must first have a Scan ID, or a fingerprint associated with it because Usernames will no longer be supported in GMA. If an account is migrated, the account balance will transfer, and consumers can automatically use it in GMA.

Creating an Account

There are numerous devices on which a consumer can create a GMA account, so it is important to know the various account identifiers that can be used. The following table shows what account identifiers can be used to create an account on all 365 devices:

When a consumer is creating an account on a MicroMarket or a Nanomarket™, they must enter a four-digit PIN, their first and last name, and an optional email address.

After adding an email address to an account in GMA, a consumer must verify that email to have it fully associated with their account. To verify the email address, the consumer should press the Verify link in the email that was sent to that address. This process will allow 365 to confirm that all email addresses are globally unique and will also ensure that operators have accurate contact information for their consumers.

After a GMA account has been created, consumers can add value using cash or credit and will be ready to make a purchase.

Home Locations

In GMA, there is the concept of a “home location”, which ties a consumer to an org and location so operators can manage their consumers. Although consumers can make purchases at any location, they will tend to make most of their purchases at the same market. Because of this, we associate consumers to a home location, so both 365 and operators can quickly and easily find and manage consumer accounts.

There are a few different ways in which a consumer can be associated to a home location depending on where their account was created:

Existing Account – If a consumer has an existing account that will be transferred from the current account system to GMA, their home location will be the location to which they are currently assigned. Since this is where the consumer already makes all their purchases, this will provide the most seamless transition to GMA.

New Account on GMA Device – When a consumer creates an account on a GMA enabled device, their home location will be associated to that market. If a consumer creates an account on a device, we assume that is where they will be making most of their purchases since that was their first interaction with GMA. This association will occur when a consumer makes an account on a GMA enabled MicroMarket, NanoMarket, or ReadyFlex.

New Account on 365Pay – The process of associating a home location to an account created on 365Pay is a bit more involved since we do not know exactly where that consumer is located. We do not let the consumer choose their home location when creating an account on 365Pay because they may not know the naming convention of their location and choose an incorrect location.

To remedy this, we have created “rules” that determine how an account created from 365Pay is actually associated to a location. The account will tie to a location at the first opportunity it gets. This could be when a consumer logs into a GMA device using the QR code from 365Pay or when they make their first purchase.

Making a Purchase with an Account

After a consumer creates a GMA account or has their existing account migrated, they will automatically be able to use it at any device or location in their operator’s ecosystem. The following table details the various account identifiers that a consumer can use to make a purchase:

Not all devices support the same account identifiers, so the way that consumers create accounts and make purchases will depend on the location and consumer demographics. The easiest way to be sure that consumers can make purchases on all devices, is by using the 365Pay app as it is accepted globally within the operators’ ecosystem. 

If a consumer does not want to or cannot use 365Pay, they can still use their email, Scan ID, or fingerprint to make a purchase if that identifier is supported on the device at which they are making a purchase.

Note: Consumers will not be able to use a Unique ID to make a purchase with GMA as it is an unsupported account identifier.

365Pay App

365Pay is a very robust mobile app that provides consumers with an easy method for adding funds to their account, managing past account activity, or checking out with their unique QR code or “Scan and Pay” function. Consumers can add a credit or debit card to their account to add funds as needed or they can set up Auto-Funding which automatically funds their account when the balance reaches a predefined level.

To get 365Pay, consumers need to download the app from the Apple App Store or Google Play. If a consumer does not already have a GMA account, they can follow the account creation process on the app to create their account.

If a consumer already has a GMA account, the consumer can associate their account on the app for easy access. Consumers can associate an account to the app by entering their email and PIN, by scanning their Scan ID, or by scanning the QR code on the Manage Account screen in GMA MicroMarkets. Consumers would then add the necessary account information into the app and could start using it with their pre-existing GMA account.

Thanks to 365Pay, checking out is very easy. In addition to using a Scan ID, fingerprint, or email to checkout, consumers can use the QR code found in their app or the “Scan and Pay” feature, if enabled. Consumers can scan the QR code from 365Pay immediately after scanning their products for a seamless purchasing experience.

Reporting and Market Management

Reporting in GMA will have some differences from the current system. The first change is the new reports that will be appearing in SmartHQ once a location with a Gen2 or Gen3/Gen3c kiosk has been enabled with GMA. There will be a series of new reports appearing in SmartHQ that will be replacing and supplementing the reports for the current account system. These new reports will be denoted by “(GMA)” appearing next to the report name. Since not all of an operator’s locations will necessarily be migrating to GMA at the same time, the current and new reports may be existing simultaneously together until all locations have been migrated.

The other noticeable difference in reporting and market management is the introduction of ADM. ADM stands for ADMinistration and is the new management platform that will be used to manage locations running on the V5 software. This platform operates similarly to SmartHQ but has many new upgrades and features that make it a very robust solution. We anticipate that ADM will eventually be used to manage the entire 365 product line.  

Offline Functionality

Offline functionality in GMA will operate very similarly to how traditional 365 MicroMarkets operate when they are offline. When a device that is using GMA is offline, consumers will still be able to fund their GMA accounts and complete one-time purchases with credit cards. 365 devices will store the card transaction information and will batch when the device is back online.

To provide consumers with a seamless user experience, offline functionality is built into the GMA platform. Because of this enabled functionality, operators must agree to the terms of the service. Operators are liable for all funding events and transactions involving a credit card when the device is offline because it is the responsibility of the operator to have the device connected to the internet.

If a consumer were to make a purchase or add funds to an account with a credit card that was rejected when the device went back online, the operator is liable for those losses. In an account funding scenario, the consumer’s account will maintain the balance even if their card was denied when the device went back online, and the operator will be charged for the amount of the funding event.

Fee Rebate Process

All sale transactions that occur with a GMA account are subject to a GMA fee. Traditionally, all credit funds that are added to a stored value account are subject to a fee, but all cash funds added to an account are not subject to a fee. Since 365 will now be disbursing funds based on sales and not funding events, all sales must be subject to the GMA fee because 365 will not be able to trace the source of funds at the time of the sale.

To maintain the current integrity of cash funding, 365 will issue a rebate that will reimburse operators for the cash that was added to accounts and was subjected to the GMA fees. This rebate will be calculated weekly and will be credited back to the operator at the full GMA rate charged.

Financial Float

365 will be securely holding the financial float for all consumer accounts in our traditional bank account. 365 will maintain this float as a liability and will not use the funds for any other purposes other than disbursing funds to operators as sales occur.

365 must hold the financial float because funds can be spent at a different location than where they were added to an account. 365 must be in possession of an adequate amount of funds to ensure that all sales can be paid to the operator accordingly, and this is accomplished by having 365 hold the account balance liability.