Dial-up EFTPOS Merchant Operating Guide

Transcription

1 Dial-up EFTPOS Merchant Operating Guide

2 Phone Numbers THE FOLLOWING HELP DESK S AND AUTHORISATION CENTRE S ARE AVAILABLE TO YOU 24 HOURS A DAY, 7 DAYS A WEEK. Bank of Melbourne Electronic Banking Service Centre Service and Sales Support Help Desk (including stationery orders) Touch Help Desk For General Touch Enquiries Authorisations - For Fall Back Purposes Only. Cardlink Authorisation Centre (credit cards only) EFTPOS Help Desk (debit cards only) American Express Authorisations Diners Club Authorisations JCB Authorisations Merchant details Please complete the details below for your merchant facility. Trading name: Merchant number: Terminal number(s): American Express is a registered trademark of American Express Company. Diners Club is the registered trademark of Diners Club International Limited. Copyright Touch Networks Dial-up EFTPOS Merchant Operating Guide - May 2011

3 Contents page 1.0 Introduction Merchant Responsibility for Equipment and Materials Provided Cancellation of Facility Damaged, Lost or Stolen Equipment Merchant Receipts Getting Started i5100 EFTPOS Keyboard Layout Connecting the Terminal Printer and Paper Load Function Passwords and Codes Refund password Settlement password Void password Terminal password User Management Code Procedures Inserting a Chip Card Swiping a Magnetic StripeCard Operating Training Mode Locking/Unlocking Terminal Keyboard Transaction Procedures How to Process a Sale How to Process a Cash Only Transaction How to Process a Refund How to Void a Transaction How to Process a Sale with Tip How to Process a Tip Adjustment How to Process Multiple Tip Adjustments How to Process a Mail/ Telephone Order/ e-commerce transaction How to Process a Pre-Authorisation How to Process a Checkout How to Operate User Management (Shift) Function How to Activate/ Deactivate User Management (Shift) mode How to Set User ID s How to Start Shift How to End Shift Reporting Functions How to Print Sub Totals Report Terminal Settlement How to Reprint Last Settlement Tip Reporting How to Print Tip Report How to Reprint Last Transaction How to do a Transaction Scroll How to View Specific Transaction How to Reprint Specific Transaction How to Print Transaction Log Fall Back Sales Procedures Electronic Fall Back Manual Fall Back Interfaced EFTPOS Minimising Fraud CCV Security Codes Trouble Shooting Hardware Faults Response Codes Glossary 67 Dial-up EFTPOS Merchant Operating Guide May

4 1.0 Introduction The Ingenico EFTPOS terminal enables online transactions to be processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Visa and MasterCard ) and Charge Cards (American Express, Diners Club and JCB). To accept Charge Card transactions please contact the Charge Card provider. The features of the EFTPOS terminal include: Process Purchases Process Refunds Process Voids Process Mail/Telephone Order Transactions Process Cash Out Transactions for Debit Cards Process Pre-Authorisation and Checkout Transactions Process Tips Shift Management and Reporting Tip Management and Reporting 1.1 Merchant Responsibility for Equipment and Materials Provided Imprinters, terminals, any other hardware or equipment and any unused stationery and promotional materials supplied by the Bank, remain the property of the Bank. You must not sell, assign or in any way encumber them. You shall not part with possession of them to a third party or give access to a third party. You must ensure that the terminals are covered by your business or contents insurance. Terminals must not be relocated without prior authorisation. Terminals must be located where customers can use the pinpad without the risk of other people seeing them key in their PIN. MasterCard is a registered trademark of MasterCard International Incorporated. 2 Dial-up EFTPOS Merchant Operating Guide May 2011

5 1.2 Cancellation of Facility If your merchant facility is cancelled for any reason, this equipment and materials must be returned to us. To make arrangements for return call the EFTPOS Helpdesk on You must ensure that all equipment and materials are available to be returned within five business days of our request. Fees and charges will continue to be incurred until the equipment is returned to the bank as instructed. 1.3 Damaged, Lost or Stolen Equipment You are responsible for your equipment. If equipment is damaged, lost or stolen, you will be charged for their replacement. 1.4 Merchant Receipts You must retain all merchant receipts printed in a secure manner for reconciliation and in case of terminal failure. You must provide the customer with a receipt unless he or she requests otherwise. 1.5 EFTPOS Stationery All items of stationery relating to your EFTPOS terminal and fall back procedures can be ordered by phone or online on the internet. Please place your orders before running your stocks too low. Orders will be delivered to you within five business days. There are no additional fees for stationery supplies. Ordering Stationery Online Log on to to order stationery online. Select Order Merchant Stationery from the menu on the left of the page, which will direct you to the stationery order page on the Bank of Melbourne website and enter the following details: * Merchant Number (MID) * Trading Address Postcode then: * Select your stationery items and quantities and follow the prompts. Dial-up EFTPOS Merchant Operating Guide May

6 Ordering Stationery By Phone Call the EFTPOS Helpdesk on (available 24/7). Follow the prompts and use your phone keypad to enter the following details: * Select your stationery items and quantities then: * Merchant Number (MID) * Trading Address Postcode 4 Dial-up EFTPOS Merchant Operating Guide May 2011

7 2.0 Getting Started 2.1 i5100 EFTPOS The i5100 EFTPOS terminal is a complete unit that includes a terminal, a detachable power supply and a telephone cable. The terminal also operates as a PIN Pad for the customer and has an internal thermal printer for fast, quiet printing. Dial-up EFTPOS Merchant Operating Guide May

8 2.2 Keyboard Layout CHQ/SAV (Soft Function Keys) CHQ SAV CR CREDIT (Soft Function Key) 1Q Z 2 abc 3 def Cancel Cancel Key 4 ghi 5 jkl 6 mno Clear Clear Key Paper Feed Key 7 pqr Feed 8 tuv 0 9 wxy Func E N T E R Enter Key Function key Account keys: Paper feed: Cancel key: Clear key: Enter key: Function Key: The CHQ (Cheque), SAV (Savings) and CR (Credit) keys (also referred to as Soft Function Keys) allow the user to access the particular account type required when prompted. These keys are also used to access the terminal function menus. The FEED key performs a 20mm paper feed. The CANCEL key is used to cancel the current function and return the terminal to the idle state. The CLEAR key is used to correct any invalid data entered. It is also used to cycle backwards through the transaction steps if an error is made. The ENTER key is used to confirm data entered or displayed, and to cycle forwards through the menus. It is also used to Power on the terminal. The FUNCTION key is used to access the terminal functions. 6 Dial-up EFTPOS Merchant Operating Guide May 2011

9 2.3 Connecting the Terminal Cable Management Clip Telephone Line (RJ12) COM Port 1 (RJ12) Power Socket COM Port 2 (RJ12) Ethernet Socket (RJ45) Plug It Dial-up EFTPOS Merchant Operating Guide May

10 1. Place the terminal on a clear, flat surface close to an electrical socket and telephone socket. The connectors are located on the underneath of the terminal as shown. 2. Plug the RJ12 phone connector on the curly end of the Y powered curly cord into the socket marked. 3. Plug the opposite end of the RJ12 curly cord into the telephone cable adaptor, which inserts into the telephone wall socket. 4. Plug the DC connector on the curly end of the Y powered curly cord into the terminal s power socket. 5. Plug the opposite ends DC connector into the terminal power supply. 6. Connect the power cord to the terminal power supply and then into a mains power outlet. Y Powered Curly Cord CAB321359b Terminal Connections ALI0142 Power Cord CAB Dial-up EFTPOS Merchant Operating Guide May 2011

11 2.4 Printer and Paper Load Function The i5100 EFTPOS terminal has an in-built thermal printer. To load paper: a) Ensure the terminal is powered on. b) Open the paper compartment cover by pressing the button located towards the top of the terminal, above the metal blade, as shown below. Paper compartment button Press button in this direction c) Position the paper roll with the end of the roll protruding from underneath the roll. Correct paper position Paper compartment cover Metal blade to tear off paper d) Pull the paper out slightly and close the cover. e) Test the operation of the printer by pressing the paper FEED button. Dial-up EFTPOS Merchant Operating Guide May

12 3.0 Passwords and Codes The following information describes the passwords and codes used in this guide. Ensure that your passwords are changed regularly to prevent unauthorised use. 3.1 Refund Password This password is a security measure to ensure only those personnel who are authorised by you (as the authorised signatory) can process refunds through your terminal. You are responsible for protecting this password against unauthorised use. Do not key in your password in a manner that enables customers or unauthorised staff to observe the number 3.2 Settlement Password This password is a general security password that allows you to restrict access to the SETTLEMENT function. Automatic settlement does not require a password. Access to the settlement function can be limited at your discretion. 3.3 Void Password This password is a general security password that allows you to restrict access to the VOID function. Access to the void function can be limited at your discretion. 3.4 Terminal Password This password is a general security password that allows you to restrict access to the following functions: Checkout Function (User Guide section 5.10) User Management Function Activating/Deactivating Shift Function (User Guide section 6.1) Setting User ID s (User Guide section 6.2) Starting Shifts (User Guide section 6.3) Ending shifts (User Guide section 6.4) Tip Adjustments (User Guide section 5.6 and 5.7) Activating/Deactivating Tip Reporting (User Guide section 7.4) Locking/Unlocking the terminal (User Guide section 4.5) Training Mode (User Guide section 4.4) 10 Dial-up EFTPOS Merchant Operating Guide May 2011

13 Access to these functions can be limited at your discretion. You are responsible for protecting this password against unauthorised use. You (as the authorised signatory) will need to contact the EFTPOS Helpdesk to change your passwords on Refund, Settlement, Void and Terminal passwords will have a default setting (unless nominated by you at the time of application) when you receive your terminal(s). 3.5 User Management Code (See User Guide section 6.0). The USER MANAGEMENT code is only used when the SHIFT feature is enabled on the terminal. Each user must be assigned a user ID. The user cannot log in or out of a shift without using the USER MANAGEMENT code. Up to 10 users IDs can be programmed into the terminal. The User Management code is selected by the user at a time the user ID is being established on the terminal (generally at the start of the shift). The code is a four digit number nominated by the user. Dial-up EFTPOS Merchant Operating Guide May

14 4.0 Procedures 4.1 Inserting a Chip Card When your terminal is enabled for chip card acceptance, chip cards are inserted into the terminal and left there for the duration of the transaction. The chip card reader is located at the bottom of the terminal below the keypad. 1. Check the terminal is displaying the message INSERT/SWIPE CARD. 2. Hold the card face-up with the chip towards the terminal. 3. Insert the card as far as it will go into the reader and continue processing the transaction. 4. Leave the card in the terminal until prompted to remove. 12 Dial-up EFTPOS Merchant Operating Guide May 2011

15 4.2 Swiping a Magnetic Stripe Card The magnetic stripe reader is located on the right hand side of the terminal. 1. Check the terminal is displaying the message INSERT/SWIPE CARD. 2. Hold the card upside-down with the magnetic strip facing inwards. 3. Swipe the card smoothly through the card reader, in either direction. Ensure the whole magnetic strip is swiped through the reader. 4. If there is no response from the terminal, or CARD ERROR message is displayed, swipe the card again. You might need to swipe faster or slower. 4.3 Damaged Cards If a credit card will not read, when inserted in the chip card reader or when swiped, while performing a credit account transaction, the manual key process should not be used. Warning: Where the manual key process has been used to perform a credit card transaction (contrary to the MOTO or ECOM instructions outlined in section 5.8, How to Process a MOTO/ECOM Transaction), and that transaction is subsequently disputed by the cardholder, the merchant will be liable for the amount of the transaction. A manual fall back voucher can be used to fulfil the sale as per the instructions outlined in section 8.2, Manual Fall Back. The option of completing a manual voucher ONLY applies to credit account transactions where the credit card will not read. Dial-up EFTPOS Merchant Operating Guide May

16 In the following situations, the cardholder must be referred to their card issuer and an alternative form of payment requested. - Credit account transaction DECLINED - Savings/Cheque account transaction DECLINED - Credit/Debit card will NOT READ when performing a Savings/Cheque account transaction. Note: The non compliance to the above procedure will be considered a serious breach of the merchant agreement and may result in termination of your merchant facility. 4.4 Operating Training Mode Training mode helps you train new staff members in the operation of the terminal. Training mode can be initiated at any time during the day without affecting live value totals. During training mode the terminal will not connect to the host but will perform all transactions offline. Transactions performed in training mode will not affect your settlement total. This function will either start or end the training mode session. Please Note: Training mode cannot be used for chip cards. If attempted you will receive the error message CHIP CARDS NOT SUPPORTED IN TRAINING MODE. If training mode has been inactive for 2 minutes, it will revert back to live mode. In training mode, whole dollar amounts will generate an approved transaction. Other amounts will result in a response code corresponding to the number of cents. For example an amount of $2.01 or $0.01 will result in a response code of 01 Declined, Contact Bank. 14 Dial-up EFTPOS Merchant Operating Guide May 2011

17 To start training mode: TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? TRAINING MODE PASSWORD? 22/05/ TRAINING MODE ENTER AMOUNT PROCEDURE Press the Function (FUNC) button. Key in 101 and press ENTER. Key in the terminal password and press ENTER. When the terminal runs in training mode the idle screen is changed to display TRAINING MODE. Process transactions as per procedures in Section 5.0. Receipts will display TRAINING on them. After three minutes of inactivity the terminal will exit training mode and return to the idle prompt. To exit training mode: TERMINAL DISPLAY 22/05/ TRAINING MODE ENTER AMOUNT FUNCTION? TRAINING MODE PASSWORD? PROCEDURE Press the Function (FUNC) button. Key in 101 and press ENTER. Key in the terminal password and press ENTER. END TRAINING? CORRECT? YES/NO Press ENTER again to exit training mode. Dial-up EFTPOS Merchant Operating Guide May

18 Receipt in Training Mode At the end of training mode all transactions are reset and previous values are restored to batch and RO C (Record of Charge) number. 16 Dial-up EFTPOS Merchant Operating Guide May 2011

19 4.5 Locking/Unlocking Terminal Keyboard This function locks the terminal keyboard and prevents any unauthorised transactions taking place. The terminal remains locked even if powered off and on. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? PROCEDURE Press the Function (FUNC) button. Key in 4 and press ENTER. LOCK TERMINAL CORRECT? YES/NO Key in the terminal password and press ENTER TERMINAL LOCKED UNLOCK? PASSWORD? The terminal is now locked. To unlock press ENTER Key in the terminal password and press ENTER Dial-up EFTPOS Merchant Operating Guide May

20 5.0 Transaction Procedures 5.1 How to Process a Sale TERMINAL DISPLAY 22/05/ ENTER AMOUNT SALE $4.00 ADD CASH AMT & / OR ENTER SALE $4.00 INSERT / SWIPE CRD SALE $4.00 SELECT ACCOUNT HQ SAV CR SALE $4.00 PIN & / OR ENTER CREDIT SALE PROCESSING VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER PROCEDURE Key in the purchase amount and press ENTER. If Purchase with Cash transactions are enabled on the terminal, you can enter a cash-out amount. The cash-out amount may be left at $0.00. If presented with a chip card, insert the customer s card into the chip card reader. Refer to Inserting a Chip Card in section 4.1 OR: If presented with a magnetic stripe card, swipe the customer s card through the card reader. Refer to Swiping a Magnetic Stripe Card in section 4.2. Press the soft key beneath the account type needed. Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. 1 The terminal is connecting to the bank and processing the sale. 2 If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. Notes: 1. The entering of PIN on credit is optional. Allow the cardholder to enter their PIN at the terminal prompt. If the cardholder bypasses PIN entry a signature will need to be obtained to authorise the transaction. 2. If the terminal reads OVER EFB LIMIT, please refer to Section 8.2. Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. 18 Dial-up EFTPOS Merchant Operating Guide May 2011

21 Approved Receipt (approved with PIN, no signature required) Approved Credit Card Receipt (signature required) Remember to always check the receipt to verify if a transaction has been approved. Dial-up EFTPOS Merchant Operating Guide May

22 5.2 How to Process a Cash Only Transaction If Cash is enabled on the terminal, customers can be given cash out. Cash is available from cheque and savings accounts only. TERMINAL DISPLAY 22/05/ ENTER AMOUNT 22/05/ PRCH CASH RFND ENTER CASH AMT CASH $10.00 INSERT/SWIPE CRD PROCEDURE Press ENTER until CASH is displayed on the screen. Press the select key beneath CASH. Key in the cash amount and press ENTER. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. CASH $10.00 SELECT ACCOUNT CHQ CASH $10.00 PIN & ENTER DEBIT CASH PROCESSING CUSTOMER COPY PRESS ENTER **REMOVE CARD** SAV Select either CHQ or SAV. Note: CR is not an option. When prompted, have the cardholder key in their PIN and press ENTER. The terminal is connecting to the bank and processing the transaction. Press ENTER to print customer s receipt. If the card was inserted, remove the card from the reader. Before completing the sale, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. 20 Dial-up EFTPOS Merchant Operating Guide May 2011

23 Cash Only Receipt Remember to always check the receipt to verify if a transaction has been approved. Dial-up EFTPOS Merchant Operating Guide May

24 5.3 How to Process a Refund Refunds may only be processed where there was an initial valid transaction on the same card. If a customer returns a purchase, or if an incorrect amount was charged, process a refund as follows: TERMINAL DISPLAY 22/05/ ENTER AMOUNT 22/05/ PRCH CASH RFND REFUND PASSWORD? ENTER RFND AMT RFND $5.00 INSERT/SWIPE CRD RFND $5.00 SELECT ACCOUNT CHQ SAV CR RFND $5.00 PIN & / OR ENTER DEBIT RFND PROCESSING VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER PROCEDURE Press ENTER until RFND is displayed on the screen. Press the select key beneath RFND. Key in the refund password and press ENTER. Key in the refund amount and press ENTER. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Press the select key beneath the account type needed. Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. 1 The terminal is connecting to the bank and processing the refund. If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. Note: 1. For a credit account, a signature may be required for a refund even when a PIN is entered. Before completing the refund, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in section 11.2, Response Codes. 22 Dial-up EFTPOS Merchant Operating Guide May 2011

25 Refund Receipt Remember to always check the receipt to verify if a transaction has been approved. Dial-up EFTPOS Merchant Operating Guide May

26 5.4 How to Void a Transaction The Void function can be carried out on credit or charge cards to reverse a transaction that has not yet settled (where available). Note: Debit card and Pre-Authorisation transactions cannot be voided. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT 22/05/ VOID TIP MOTO VOID PASSWORD? VOID ENTER ROC NO. SALE $ APPR CODE ENTER TO CONFIRM CREDIT VOID PROCESSING VERIFY SIGNATURE CORRECT? YES/NO CUSTOMER COPY PRESS ENTER Press ENTER until VOID is displayed on the screen. Press the soft key beneath VOID. Key in the void password and press ENTER. Key in the ROC (Record of Charge) number printed on the receipt of the original transaction and press ENTER. Press ENTER to confirm the transaction. If incorrect press CANCEL. The terminal is connecting to the bank and processing the void. Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Note: A cardholder s signature is not a necessity for a void. Press ENTER to print the customer copy. Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. 24 Dial-up EFTPOS Merchant Operating Guide May 2011

27 Void Receipt Remember to always check the receipt to verify if a transaction has been approved. Dial-up EFTPOS Merchant Operating Guide May

28 5.5 How to Process a Sale with Tip This process is a sale with tip enabled. It is most commonly used by restaurants. Note: The Tip feature needs to be enabled on the terminal. TERMINAL DISPLAY 22/05/ ENTER AMOUNT SALE $25.00 ADD CASH AMT & / OR ENTER SALE $25.00 INSERT/SWIPE CARD SALE $25.00 ADD TIP AMT & /OR ENTER SALE $25.00 TIP $5.00 TOTAL $30.00 ENTER TO CONFIRM TOTAL $30.00 SELECT ACCOUNT CHQ SAV CR TOTAL $30.00 PIN & / OR ENTER DEBIT SALE PROCESSING VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER PROCEDURE Key in the base amount and press ENTER. If Purchase with Cash transactions are enabled on the terminal, you can enter a cash amount and press ENTER. The cash amount may be left at $0.00 by just pressing ENTER. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Key in the tip amount and press ENTER. For credit and charge cards, if tip amount is not yet known, press ENTER only. Note: For credit and charge cards a tip adjustment can be performed later. Press ENTER to confirm the total of the transaction. If incorrect press CANCEL. Press the soft key beneath the account type needed. Note: For debit cards (cheque and savings) tips need to be entered at the time of sale. An adjustment cannot be processed on a debit card. Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. The terminal is connecting to the bank and processing the transaction. If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. 26 Dial-up EFTPOS Merchant Operating Guide May 2011

29 Before completing the refund, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. Approved Sale with Tip Receipt (approved with PIN, no signature required) Approved Credit Card Receipt (signature required) Remember to always check the receipt to verify if a transaction has been approved. Dial-up EFTPOS Merchant Operating Guide May

30 5.6 How to Process a Tip Adjustment A tip adjustment is performed after the original transaction has been processed. The customer verifies the base amount of the sale, offers a tip and signs the receipt. The adjustment transaction is then processed. Note: Tip Addition applies to credit and charge cards only. The original purchase must have been without a tip. The original purchase must not yet have been settled. When tip addition is enabled, a signature must be obtained if the receipt reads Approved with Signature or if the cardholder writes a tip addition on the receipt. This applies even if the original purchase is approved with PIN. Receipt for tip adjustment to be performed 28 Dial-up EFTPOS Merchant Operating Guide May 2011

31 TERMINAL DISPLAY 22/05/ ENTER AMOUNT 22/05/ VOID TIP MOTO TERMINAL PWD? ADJUST ENTER ROC NO. SALE $25.00 ENTER TOTAL AMT SALE $25.00 TIP $5.00 TOTAL $30.00 ENTER TO CONFIRM ADJUST. TRANS. ACCEPTED PROCEDURE Press ENTER until TIP is displayed on the screen. Press the select key beneath TIP. Key in the terminal password and press ENTER. Key in the ROC (Record of Charge) number of the transaction that needs adjustment and press ENTER. Key in the total amount of the transaction i.e. Sale plus Tip, and press ENTER. 1 The terminal displays the original sale amount with the calculated tip amount and total. Press ENTER to confirm. The terminal has accepted the tip/adjustment transaction. The receipt will print. Note: 1. At this step, if you enter an amount other than the sale amount plus tip, and that amount is less than the original sale amount, the terminal will read that entry as being the tip amount. Dial-up EFTPOS Merchant Operating Guide May

32 30 Dial-up EFTPOS Merchant Operating Guide May 2011 Tip Adjustment Receipt

33 5.7 How to Process Multiple Tip Adjustments This function allows the operator to adjust multiple transactions without having to re-enter the terminal password. This function is suitable when there is more than one tip transaction that needs an adjustment. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? ADJUST PASSWORD? ADJUST ENTER ROC NO. SALE $18.00 ENTER TOTAL AMT SALE $18.00 TIP $2.00 TOTAL $20.00 ENTER TO CONFIRM ADJUST. TRANS ACCEPTED ADJUST ENTER ROC NO. UPLOAD NOW? Y/N PROCEDURE Press the Function (FUNC) button. Key in 22 and press ENTER. Key in the terminal password and press ENTER. Key in the ROC (Record of Charge) number of the transaction that needs adjustment. Key in the total amount of the transaction i.e. Sale plus Tip. The terminal displays the original sale amount with the calculated tip amount and total. Press ENTER to confirm. The terminal has accepted the tip/adjustment transaction. The receipt will print. The terminal returns to this prompt. The operator can either enter a new ROC number or press CANCEL to quit the function. Press ENTER to send the adjustments to the Host. Note: 1. At this step, if you enter an amount other than the sale amount plus tip, and that amount is less than the original sale amount, the terminal will read that entry as being the tip amount. Dial-up EFTPOS Merchant Operating Guide May

34 5.8 How to Process a Mail/Telephone Order/e-Commerce transaction Transactions initiated by mail or telephone are known as MOTO (Mail Order or Telephone Order) transactions. ECOM (Electronic Commerce) transactions are those initiated over the Internet. MOTO and ECOM transactions can be processed on credit and charge cards only, as the cardholder is not present. For information on how to register as a MOTO or ECOM merchant, contact the EFTPOS Helpdesk on Note: Until registered as a MOTO/ECOM merchant you must not process MOTO or ECOM transactions. An authorisation of a MOTO or ECOM transaction only establishes that the funds are available in the cardholder s account and that the card has not been reported lost or stolen. It does not guarantee that the person whose name appears on the card is making the purchase or that the purchase will not be subject to chargeback. You will be liable for all chargebacks on MOTO/ECOM transactions. You must retain all merchant receipts for at least eighteen months from the transaction date. 32 Dial-up EFTPOS Merchant Operating Guide May 2011

35 TERMINAL DISPLAY 22/05/ ENTER AMOUNT 22/05/ C/O MOTO ECOM ENTER MOTO AMT MOTO $8.00 ENTER CARD NO. PROCEDURE Press ENTER until MOTO or ECOM is displayed on the screen. Press the soft key beneath MOTO or ECOM. Key in the purchase amount and press ENTER. Key in the card number and press ENTER. CARD EXP MMYY Key in the card expiry date (mmyy) and press ENTER. ENTER CCV MANUAL PASSWORD? MOTO/ECOM $8.00 ENTER TO CONFIRM MOTO/ECOM PROCESSING CUSTOMER COPY PRESS ENTER Key in the CCV and press ENTER. Or, if CCV is not available, just press ENTER. Note: CCV is described in the Minimising Fraud Section. Key in the terminal password and press ENTER. Confirm amount by pressing ENTER. The terminal is connecting to the bank and processing the sale. Press ENTER to print customer receipt. Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. Dial-up EFTPOS Merchant Operating Guide May

36 34 Dial-up EFTPOS Merchant Operating Guide May 2011 Approved MOTO Receipt

37 5.9 How to Process a Pre-Authorisation This function is used to reserve funds for a sale to be processed at a later time. Car rentals and hotels/motels most commonly use this function. Note: Pre-Authorisation transactions can only be performed on credit cards and charge cards and only where you have been authorised to do so. Be sure to retain the receipt as it might be required to process the completion transaction known as a checkout. TERMINAL DISPLAY 22/05/ ENTER AMOUNT 22/05/ C/O AUTH ECOM ENTER AUTH AMT AUTH $40.00 INSERT/SWIPE CARD AUTH $40.00 PIN & / OR ENTER CREDIT AUTH PROCESSING VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER PROCEDURE Press ENTER until AUTH is displayed on the screen. Press the soft key beneath AUTH. Key in the pre-authorisation amount and press ENTER. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Or: Key in the card number, expiry date and CCV# (if available) for manual entry. Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. The terminal is connecting to the bank and processing the pre-authorisation. If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. Dial-up EFTPOS Merchant Operating Guide May

38 Before completing the sale, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. Approved PreAuth Receipt (approved with PIN, no signature required) Approved PreAuth Receipt (signature required) Remember to always check the receipt to verify if a transaction has been approved. 36 Dial-up EFTPOS Merchant Operating Guide May 2011

39 5.10 How to Process a Checkout A checkout is used to complete an earlier pre-authorisation. You might need the ROC No. or Auth. ID printed on the pre-authorisation receipt for matching purposes. Car rental and hotel/motel merchants most commonly use this function. This function is an offline process and requires the approval code printed on the receipt of the original pre-authorisation transaction. Note: The terminal retains pre-authorisations only for seven calendar days. TERMINAL DISPLAY 22/05/ ENTER AMOUNT 22/05/ C/O AUTH ECOM TERMINAL PWD? CHECK OUT ENTER ROC NO. & / OR ENTER AUTH $ APPR CODE ENTER TO CONFIRM PROCEDURE Press ENTER until C/O is displayed on the screen. Press the select key beneath C/O. Key in the terminal password and press ENTER. Key in the ROC no. of the PreAuth receipt and press ENTER Or: Press ENTER. The next step depends on whether you keyed in the ROC no. or pressed ENTER. 1. If you keyed in the ROC no. the pre-authorisation details will display. Press ENTER to confirm details. APPROVAL CODE? 2. If you pressed ENTER, key in the approval code printed on the pre-authorisation receipt and press ENTER. ENTER C/O AMT C/O $40.00 INSERT/SWIPE CARD Key in the checkout amount and press ENTER. If you keyed in the Approval Code this screen will appear. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Or: Key in the card number, expiry date and CCV# (if available) for manual entry. Dial-up EFTPOS Merchant Operating Guide May

40 TERMINAL DISPLAY C/O $40.00 ADD TIP AMT & / OR ENTER C/O $40.00 ENTER TO CONFIRM VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER PROCEDURE If your terminal is enabled for tips, this screen may appear. Key in the tip amount and press ENTER or, just press ENTER. Press ENTER to confirm Checkout amount. If the card was inserted, remove the card from the reader. Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. Before completing the sale, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. 38 Dial-up EFTPOS Merchant Operating Guide May 2011

41 Checkout Receipt Remember to always check the receipt to verify if a transaction has been approved. Dial-up EFTPOS Merchant Operating Guide May

42 6.0 How to Operate User Management (Shift) Function This function is also known as shift management. It is independent of the settlement times. This function allows you to keep a record of users who have operated the terminal in a shift period. Please note: Shift totals are independent from settlement times. The Shift totals are not reset when the settlement is performed. 6.1 How to Activate/Deactivate User Management (Shift) mode To activate Shift Mode: TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? TERMINAL PWD? SHIFT MODE ACTIVATE? PROCEDURE Press the Function (FUNC) button. Key in 64 and press ENTER. Key in the terminal password and press ENTER. Press ENTER to activate Shift Mode. To deactivate Shift Mode: TERMINAL DISPLAY SHIFT MODE DEACTIVATE? PROCEDURE Follow the above steps to deactivate shift mode. Press ENTER at this prompt. 40 Dial-up EFTPOS Merchant Operating Guide May 2011

43 6.2 How to Set User ID s. The terminal can have up to 10 user ID s. User ID s are unique two digit numbers (01, 02, etc.) allocated by you to ID individual users. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? TERMINAL PWD? ENTER USER ID NEW PASSWORD: VERIFY PASSWORD: USER MANAGEMENT USER ADDED PROCEDURE Press the Function (FUNC) button. Key in 60 and press ENTER. Key in the terminal password and press ENTER. Key in the User ID number and press ENTER. The user is required to enter a 4 digit code. The user is required to re-enter the 4 digit code entered in previous step. The user has been accepted. Repeat the above steps to add extra users. Dial-up EFTPOS Merchant Operating Guide May

44 6.3 How to Start Shift The terminal can manage up to 10 different users, the first (User 01) being referred to as the shift leader. The shift leader must start a shift before the other users. For each user, the terminal stores the number of transactions, the total transaction amount and the tip amount. When the shift/user reports are printed, the terminal indicates the date and time the totals were started and ended. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? ENTER USER ID PASSWORD: USER MANAGEMENT SHIFT STARTED PROCEDURE Press the Function (FUNC) button. Key in 61 and press ENTER. Enter the User ID (01-10) and press ENTER. The user is required to enter their 4 digit code. The terminal confirms that User ID has been recorded. 6.4 How to End Shift This function will end the shift and print an End of Shift report. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? PASSWORD: PROCEDURE Press the Function (FUNC) button. Key in 62 and press ENTER. Key in the terminal or shift leader password and press ENTER. END SHIFT CORRECT? END SHIFT PRINTING YES/NO Press ENTER to end the Shift. The terminal will now print the end Shift Report. 42 Dial-up EFTPOS Merchant Operating Guide May 2011

45 Shift Report Dial-up EFTPOS Merchant Operating Guide May

46 7.0 Reporting Functions 7.1 How to Print Sub Totals Report This function will print a report of all transactions performed since the last settlement, without resetting the totals in the terminal. TERMINAL DISPLAY 22/05/ ENTER AMOUNT 22/05/ INIT SUB SETL SUB TOTALS PLEASE WAIT PROCEDURE Press ENTER until SUB is displayed on the screen. Press the select key directly beneath SUB. The terminal is printing the totals of sales, refunds and cash outs since the last terminal settlement. 44 Dial-up EFTPOS Merchant Operating Guide May 2011

47 Subtotals Report Dial-up EFTPOS Merchant Operating Guide May

48 7.2 Terminal Settlement Settlement for the EFTPOS EXTRA device can occur via a programmed terminal settlement (automatic settlement) or a manual settlement. Failure to perform a settlement may result in split deposits for settlements. The terminal must be powered on for settlement to occur at the programmed time. Manual settlement will require the operator to enter the terminal settlement password for settlement to occur. Note: A settlement can only be performed once in a 24-hour period. You cannot settle between 9.30pm and 11.00pm (Sydney time). To process a manual settlement: TERMINAL DISPLAY 22/05/ ENTER AMOUNT 22/05/ ST.GEORGE INIT SUB SETL SETTLEMENT PWD? BATCH UPLOAD PLEASE WAIT PROCEDURE Press ENTER until SETL is displayed on the screen. Press the select key directly beneath SETL. Key in the settlement password and press ENTER. The terminal will connect to the host to settle all transactions processed in current batch period. 46 Dial-up EFTPOS Merchant Operating Guide May 2011

49 Settlement Report Dial-up EFTPOS Merchant Operating Guide May

50 7.3 How to Reprint Last Settlement This function will reprint the last settlement which has occurred. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? PRINTING PLEASE WAIT PROCEDURE Press the Function (FUNC) button. Key in 70 and press ENTER. This prompt is displayed as the report is printing. 7.4 Tip Reporting This function is used to print information relating to tips processed in the settlement period. The terminal can be loaded with 10 users, meaning that a user can have a USER ID ranging from 01 to 10. Once tip reporting is enabled it will stay active until it is switched off. The terminal can be settled without having to start the tip reporting function again. Note: Tip reporting cannot be activated whilst shift mode is activated. See section 6.0. To Activate Tip Reporting Function (This needs to be done before the trading period commences.) TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? TERMINAL PWD? TIP REPORT ACTIVATE? PROCEDURE Press the Function (FUNC) button. Key in 57 and press ENTER. Key in the terminal password and press ENTER. Press ENTER to activate tip report. 48 Dial-up EFTPOS Merchant Operating Guide May 2011

51 To Deactivate Tip Report Function TERMINAL DISPLAY TIP REPORT DEACTIVATE? PROCEDURE To deactivate the tip report, follow the above steps. Press ENTER to deactivate the tip report. 7.5 How to Print Tip Report Once the Tip Report function has been activated, the report can be printed many times during the settlement period. Once the terminal settles, the tip report will be reset. Note: The tip report can only be printed from current settlement period. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? PRINTING PLEASE WAIT PROCEDURE Press the Function (FUNC) button. Key in 58 and press ENTER. The terminal is printing the Tip report. Dial-up EFTPOS Merchant Operating Guide May

52 50 Dial-up EFTPOS Merchant Operating Guide May 2011 Tip Report

53 7.6 How to Reprint Last Transaction This function will reprint the receipt of the last transaction performed. Note: This can only be done from the current settlement period. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT FUNCTION? PRINTING PLEASE WAIT Press the Function (FUNC) button. Key in 72 and press ENTER. This prompt is displayed as the receipt is printing. Receipt Reprint Dial-up EFTPOS Merchant Operating Guide May

54 7.7 How to do a Transaction Scroll This function allows the operator to view all the transactions that have not been settled. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? VIEW BATCH ROC# SALE $17.00 REV NEXT INFO VIEW BATCH APPROVAL REV NEXT INFO VIEW BATCH SEQUENCE # /03/09 10:20 REV NEXT INFO PROCEDURE Press the Function (FUNC) button. Key in 1 and press ENTER. The first transaction in the batch will be displayed. Press the soft keys under PREV and NEXT to scroll through the transaction records. Press the soft key under INFO to display the approval code and the partial card number of the displayed transaction. Press INFO again to display the date and time the transaction was made. Pressing INFO again will return to the first information screen. Note: Pressing CANCEL at any time will return the terminal to the idle prompt. 52 Dial-up EFTPOS Merchant Operating Guide May 2011

55 7.8 How to View Specific Transaction This function will allow the operator to view a specific transaction which has not yet settled. It is similar to a transaction scroll (refer section 7.5) except that the terminal will prompt for a ROC number. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? VIEW ROC ROC #? ROC# SALE $20.00 REV NEXT INFO APPROVAL REV NEXT INFO SEQUENCE # /06/08 10:21 REV NEXT INFO PROCEDURE Press the Function (FUNC) button. Key in 21 and press ENTER. Key in the ROC (Record of Charge) number of the required transaction and press ENTER. The terminal will display the transaction requested. Press the soft key under INFO to display the approval code and the card number. Press the soft key under PREV and NEXT to scroll through other transaction records. Press INFO again to display the date and time the transaction was made. Pressing INFO again will return to the first screen. Note: You can press CANCEL at any time to return to the idle prompt. Dial-up EFTPOS Merchant Operating Guide May

56 7.9 How to Reprint Specific Transaction This function will allow the operator to reprint a specific transaction. Note: Reprint of a specific transaction can only be done from current settlement period. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? REPRINT ROC ENTER ROC NO. SCANNING BATCH PLEASE WAIT PROCEDURE Press the Function (FUNC) button. Key in 73 and press ENTER. Key in the ROC (Record of Charge) number of the transaction to be reprinted and press ENTER. The terminal will reprint the receipt from the transaction specified and then return to the idle state. 54 Dial-up EFTPOS Merchant Operating Guide May 2011

57 7.10 How to Print Transaction Log This function will print out a summary of each transaction performed in the day s batch period. It will print, in one list, transactions done on all card types (MasterCard, American Express etc). Note: Printing of the transaction log can only be done from the current settlement period. TERMINAL DISPLAY 22/05/ ENTER AMOUNT FUNCTION? PRINTING PLEASE WAIT PROCEDURE Press the Function (FUNC) button. Key in 75 and press ENTER. The terminal will print the Transaction Log receipt and then return to the idle state. Dial-up EFTPOS Merchant Operating Guide May

58 56 Dial-up EFTPOS Merchant Operating Guide May 2011 Transaction Log

59 8.0 Fall Back Sales Procedures 8.1 Electronic Fall Back The Electronic Fall Back (EFB) facility is available only when enabled on the terminal, and only for certain card types. Electronic Fall Back is the ability to continue performing transactions on the terminal, even when communication with the St.George host system for on-line approval has been lost or the Issuer is unavailable. In EFB mode transactions are stored within the terminal and manual vouchers are not required. After communication has been restored, the terminal forwards the stored transactions to Bank of Melb for processing. Your Merchant Letter of Offer contains your debit and credit floor limits. You are reminded that you must not split a sale in order to avoid obtaining authorisation. When processing in EFB Mode some differences apply to normal on-line processing: For credit card transactions that are over your Credit card floor limit, you will be required to enter an authorisation number which you can obtain by calling Alternatively ask your customer for an alternative means of payment. Signature capture is required on all EFB transactions regardless of the account selection or whether PIN was entered. The terminal will process the transaction in accordance with the EFB floor limits and other validation settings. Cheque/Savings account transactions exceeding your floor debit card floor limit will be declined. Ask your customer for an alternate means of payment When communication has been lost and the amount of the transaction is over your floor limit, the terminal will display the following: TERMINAL DISPLAY OVER EFB LIMIT CALL FOR AUTH ENTER APP CODE VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER PROCEDURE You will be required to enter an authorisation number, which you can obtain by calling Enter this six digit code and press ENTER. If the card was inserted, remove the card from the reader. Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. Dial-up EFTPOS Merchant Operating Guide May

60 8.2 Manual Fall Back The EFTPOS terminal supplied to you is very reliable and Bank of Melb is committed to ensuring its smooth operation is maintained. Any problems should be promptly reported to the EFTPOS Helpdesk on If your terminal fails to function correctly you may revert to manual fall back. Before Performing a Fall Back Transaction: For credit cards, if the transaction is over your credit card floor limit, call Cardlink on for authorisation. If you are unsure of your floor limit for credit cards please call the EFTPOS Helpdesk on For debit cards, if the transaction is over your debit card floor limit, call the EFTPOS Helpdesk on for authorisation. If you are unsure of your floor limit for debit cards please call the EFTPOS Helpdesk on Minimum Requirements: You must complete all sales details on the voucher. The completed voucher must be signed by the customer and the signature compared with that appearing on the reverse of the card. If the signature does not match or you are in any doubt as to the authenticity of the cardholder, another form of payment should be sought. You must check the to and from dates to ensure the card has not expired. You must ensure the card is presented and imprinted. Banking: To ensure you receive value for your fall back vouchers, they must be banked within two business days. Vouchers can be charged back for late deposits. Separate the completed credit vouchers from the debit vouchers. Complete an EFTPOS Merchant Summary slip for each type of voucher. Place the Summary on top of the vouchers and place each into a separate Merchant Summary Envelope. Take the envelope(s) to Bank of Melbourne and deposit them into your account as you would a cheque. If you bank with another financial institution, you will need to use the postal arrangements i.e. use the Reply Paid envelopes provided in your EFTPOS kit. Retain all of your merchant copies of the fall back vouchers and the merchant summaries for a minimum of three years. These are your evidence of the transaction in case the customer later disputes it. If you require any additional information, please contact the EFTPOS Helpdesk on Dial-up EFTPOS Merchant Operating Guide May 2011

61 9.0 Interfaced EFTPOS The following section describes interfacing with the i5100 EFTPOS terminal. Interface Connection If you are using an interfaced terminal the instructions in the diagram below illustrate how to connect the terminal to the cash register. Figure 1 Interface Cable Instructions on configuring cash register to interface with the terminal will be provided by your cash register supplier. INTERFACED EFTPOS Interfaced EFTPOS from Bank of Melbourne is an i5100 EFTPOS terminal receiving transaction information from a computer based cash register. The cable provided (see Figure 1) is required to connect the cash register. 6 Flat Connector 9 Pin Connector Figure 2 Base of Terminal PIN-PAD COM-1 COM-2 The cable has a 6 Flat connector on one end that is inserted into the Pinpad COM 1 port on the i5100 EFTPOS terminal (see Figure 2). The other end of the cable has a 9-pin connection that is inserted into an available COM port on the cash register (see Figure. 3). Generally these ports are at the back of the register. Note: The interface cable uses a 9-pin COM port. If a 25-pin COM port is to be used then a suitable adaptor must be purchased. Bank of Melbourne does not supply this adaptor. Figure 3 Peripheral (Com) Ports 9 Pin Com Ports 2 Dial-up EFTPOS Merchant Operating Guide May

62 10.0 Minimising Fraud At Bank of Melb, we take fraud seriously, and you should too. Fraud can cost your business significant amounts of money, and certain types of merchants based on the types of goods sold are more prone to fraudulent transactions than others. We believe it is essential for you to have a sound understanding of credit card fraud, how it can be detected and how it can be prevented. ADDITIONAL FRAUD PREVENTION INFORMATION IS AVAILABLE ON THE BANK OF MELB WEBSITE AT: CCV Security Codes. What is CCV? The three or four digit value printed on a payment card, used to verify card-notpresent transactions. CCV security codes are a way to lessen the risk of fraud and chargeback when the cardholder is not physically present, or when a card cannot be inserted/ swiped successfully. In these cases you can key in the card number. A CCV security code is printed on the card but does not appear on receipts. When you key in the CCV code, a check is made that the code matches the card number. This gives greater assurance that the customer is in possession of the card. CCV codes are numbers of three or four digits, depending on the card type. Note: Some cards do not have a CCV code. CCV (Card Check Value) is also known as CVV and CVC. 60 Dial-up EFTPOS Merchant Operating Guide May 2011

63 Where Can I Find the CCV Security Code? Some cards, for example MasterCard and Visa, have a three-digit CCV printed on the signature strip on the reverse side of the card. Other numbers may precede the CCV. The last three digits on the signature strip are the CCV. Other cards, for example American Express, have a four-digit CCV on the front of the card, above the account number. Some cards do not have a CCV. Should I Save CCV Security Codes? CCV No. It is prohibited to store the CCV codes. must remain secret. You must not write them down or save them electronically. Doing so might lead to heavy penalties. Manual Authorisations and CCV. If your terminal is not functioning at all, you can revert to a manual imprinter. When seeking authorisation for a credit card transaction above the floor limit, be sure to provide the CCV number if available. Dial-up EFTPOS Merchant Operating Guide May