Global Payments POS Terminals Integration

SERVICE OVERVIEW

Staffino offers a tailored solution for companies like Global Payments that want to enhance their customer experience directly through payment terminals. This service enables businesses to:

• Collect real-time customer feedback
• Run complete CX programs
• Display surveys or marketing messages during transactions

Global Payments clients can purchase the integration via the official Marketplace and select which terminals will use the service.

The service includes two key components:

Android application for payment terminals

• Displays surveys or marketing content during each transaction
• Includes an admin menu for device registration, configuration updates, and diagnostics

Staffino web platform

• A streamlined version of the standard Staffino platform, adapted for POS use
• Allows authorised users to manage all service-related settings and configurations

Together, these components let any retailer, from a small high-street shop to a large international chain, launch a CX program and gather immediate, actionable feedback from customers.

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DEFAULT SERVICE SETUP

When the POS Terminals Integration is activated, the following components are included by default:

Staffino Business Web Application: one primary admin account, accessible via Marketplace Single Sign-On or standard login credentials
Survey Package: a pre-configured survey with a single rating question, including a default “Thank You” page (non-editable by default)
Analytics Dashboard: ready-made widgets to track key metrics such as customer satisfaction (CSAT)
Feedback Management: full access to all individual responses with detailed drill-down capabilities
Device Management: real-time overview of all enrolled payment terminals, including their status and licence usage
Android Terminal App: automatically downloaded to assigned terminals, includes an admin menu secured by PIN protection for local configuration

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ACTIVATION, UPDATE & DEACTIVATION OF THE SERVICE

This section outlines how to activate, update, or deactivate the Staffino POS Terminals Integration service through the Marketplace, including key steps, timelines, and backup options.

Activation (standard path via Marketplace)

1. Purchase & licence selection: The merchant purchases the service through the Marketplace and selects a licence tier based on the number of locations or payment devices.
2. Automatic provisioning: Once the order is confirmed, the payment-service provider pushes the Staffino Android app to selected terminals, activates the purchased licences, and triggers Staffino to create a default configuration and an admin account.
3. Go-live within 24 hours: The service is considered fully active when the Staffino app is installed and running on the terminal, a valid licence is assigned to that terminal, and the merchant receives a confirmation email
4. Status tracking: Merchants can track the current state of the service in the Marketplace (activating/active/paused/inactive).

Updating licences
Licence changes (adding, removing, or reassigning licences between devices) are submitted through the Marketplace. Updates follow the same automated flow as activation and are typically processed within 24 hours.

Deactivating the service
Deactivation requests are made via the Marketplace. Merchants can choose to disable individual devices or licences, or to cancel the entire service. Service remains active until the end of the current calendar month.

⚠️ Note that if the request is submitted on the last day of the month, deactivation will occur at the end of the following month. To avoid delays, submit the request at least one day earlier.

These are the backup options to manage service status:

• API-based activation, update, or deactivation
• Script-based management (supports bulk actions via .xls file)

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STAFFINO PART INTRODUCTION

Learn how to manage your payment terminals and surveys directly within the Staffino Business Web Application, accessible to users with appropriate permissions.

Devices & surveys overview

The Devices area is accessible from the main navigation Settings tab and is divided into two screens:

Screen Devices = Register, monitor, and manage payment terminals (status, licence assignment, PIN setup, etc.)
Screen Surveys = Assign/unassign surveys to specific devices and track which survey is currently active

Please note that only users with roles that include read, write, or full permissions for Devices can access or modify this section.

Device screen

The Device screen displays a table with all enrolled payment terminals and their key attributes:
Device Name: a familiar name given to the terminal
Location: store or site where the terminal is installed
Created On: date the device was registered
Last Updated: timestamp of the most recent change
Status: current state (active or paused)
Assigned Survey: survey currently displayed on the terminal

You can proceed with the following actions on a single device or through the bulk actions via check boxes:

• rename the device
• toggle status between active and paused
• assign a survey to the device

All changes apply immediately. For example, pausing a device takes effect on its next transaction if the terminal is online.

Additionally, you can export the list of devices and all details to XLS.

Survey screen

The Survey screen provides everything needed to create, manage, and assign surveys. Here’s what you can find on this page:
Survey Name: familiar title of the survey
Created On: date the survey was created
Last Updated: timestamp of the latest update
Feedback Volume: number of responses received so far
Edit: opens the survey editor (Flow Editor permission required)

You can proceed with the following actions on an individual basis or through the bulk actions via check boxes:

• rename or delete the survey
• edit content
• assign or unassign to specific devices
• export assigned devices to XLS
• set time-outs (survey + “Thank You” page)
• mark as default for new devices

Just like with devices, changes take effect instantly when the terminal is online.

Export to XLS is available for this part as well, so you can download a complete list of surveys with all the details.

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ANDROID APPLICATION INTRODUCTION

Staffino provides a dedicated Android app that runs on each activated payment terminal. The app is deployed automatically by the payment-service provider using the standard Marketplace distribution process.

Immediately after installation, the app registers the device, downloads its complete configuration (survey, time-outs, etc.) and becomes ready to collect feedback, no manual setup required.

Each terminal includes an Admin menu secured by a PIN. This menu gives access to key troubleshooting and maintenance functions:
Manual device registration: Enter the Device ID (required) and optionally a Merchant ID, then tap “Register.” The app validates the licence and downloads the correct configuration.
Manual survey download: Forces a fresh download of the latest survey and settings.*
Send stored feedback: Uploads feedback stored locally while the device was offline.*

*Only available after device registration.

With these built-in tools, merchants can quickly resolve connectivity issues and update device configurations on-site, ensuring continuous and reliable feedback collection.