Ingenico Dial-Up Merchant Operating Guide.

Transcription

1 Ingenico Dial-Up 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. BankSA 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):

3 Contents. 1.0 Introduction Merchant Responsibility for Equipment and Materials Provided Cancellation of Facility Damaged, Lost or Stolen Equipment Merchant Receipts EFTPOS Stationery Getting Started i5100 EFTPOS Keypad 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 Stripe Card Damaged Cards Operating Training Mode Locking/Unlocking Terminal Keypad 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 of Common Terms

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 This EFTPOS Merchant Operating Guide forms part of your Agreement with the Bank. 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. American Express is a registered trademark of American Express Company. MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. Visa is a registered trademark of Visa Worldwide PTe Limited. 2. INTRODUCTION.

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 right of the page, which will direct you to the stationery order page on the BankSA website and enter the following details: * Merchant Number (MID) * Trading Address Postcode then: * Select your stationery items and quantities and follow the prompts. 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 INTRODUCTION. 3.

6 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 pinpad for the customer and has an internal thermal printer for fast, quiet printing. 4. GETTING STARTED.

7 2.2 Keypad 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. GETTING STARTED. 5.

8 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 6. GETTING STARTED.

9 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 CAB0092 GETTING STARTED. 7.

10 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. 8. GETTING STARTED.

11 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: Operating Training Mode (section 4.4) Locking/Unlocking Terminal Keypad (section 4.5) How to Process a Tip Adjustment (section 5.6) How to Process Multiple Tip Adjustments (section 5.7) How to Process a Mail/Telephone Order/eCommerce Transaction (section 5.8) How to Process a Checkout (section 5.10) How to Operate User Management (Shift) Function (section 6.0) How to Activate/Deactivate User Management (Shift) Mode (section 6.1) How to Set User ID s (section 6.2) How to Start Shift (section 6.3) How to End Shift (section 6.4) Tip Reporting (section 7.4) Activate/Deactivate Tip Reporting Function (section 7.4) PASSWORDS AND CODES. 9.

12 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). You (as the authorised signatory) will need to contact the EFTPOS Helpdesk to change your passwords on 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 User ID s can be programmed into the terminal. The User Management code is selected by the user at the 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. 10. PASSWORDS AND CODES.

13 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 it. PROCEDURES. 11.

14 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 stripe facing inwards. 3. Swipe the card smoothly through the card reader, in either direction. Ensure the whole magnetic stripe 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. In the following situations, the cardholder must be referred to their card issuer and an alternative form of payment requested. - Credit account transaction DECLINED 12. PROCEDURES.

15 - 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. To start training mode: TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 101 and press ENTER. TRAINING MODE PASSWORD? Key in the terminal password and press ENTER. 22/05/ TRAINING MODE ENTER AMOUNT 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 two minutes of inactivity the terminal will exit training mode and return to the idle prompt. PROCEDURES. 13.

16 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. Receipt in Training Mode. EFTPOS FROM BANKSA 14. PROCEDURES.

17 At the end of training mode all transactions are reset and previous values are restored to batch and ROC (Record of Charge) number. 4.5 Locking/Unlocking Terminal Keypad. This function locks the terminal keypad and prevents any unauthorised transactions taking place. The terminal remains locked even if powered off and on. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 4 and press ENTER. LOCK TERMINAL CORRECT? YES/NO Press ENTER to lock the terminal. TERMINAL LOCKED UNLOCK? The terminal is now locked. To unlock press ENTER. PASSWORD? Key in the terminal password and press ENTER. PROCEDURES. 15.

18 5.0 Transaction Procedures. 5.1 How to Process a Sale. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Key in the purchase amount and press ENTER. SALE $4.00 ADD CASH AMT & / OR ENTER SALE $4.00 INSERT / SWIPE CRD SALE $4.00 SELECT ACCOUNT CHQ SAV CR SALE $4.00 PIN & / OR 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 CREDIT PROCESSING SALE The terminal is connecting to the bank and processing the sale. 2 VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** 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. CUSTOMER COPY PRESS ENTER Press ENTER to print customer receipt. 16. TRANSACTION PROCEDURES.

19 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 (where available). 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 section 11.2, Response Codes. Approved Receipt (approved with PIN, no signature required). EFTPOS FROM BANKSA Approved Credit Card Receipt (signature required). EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. TRANSACTION PROCEDURES. 17.

20 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 PROCEDURE 22/05/ ENTER AMOUNT Press ENTER until CASH is displayed on the screen. 22/05/ PRCH CASH RFND Press the soft key beneath CASH. ENTER CASH AMT CASH $10.00 INSERT/SWIPE CRD CASH $10.00 SELECT ACCOUNT CHQ SAV 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. Select either CHQ or SAV. Note: CR is not an option. CASH $10.00 PIN & ENTER When prompted, have the cardholder key in their PIN and press ENTER. DEBIT PROCESSING CASH The terminal is connecting to the bank and processing the transaction. CUSTOMER COPY PRESS ENTER **REMOVE CARD** Press ENTER to print customer s receipt. If the card was inserted, remove the card from the reader. Before completing the transaction, 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. 18. TRANSACTION PROCEDURES.

21 Cash Only Receipt. EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. TRANSACTION PROCEDURES. 19.

22 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 PROCEDURE Press ENTER until RFND is displayed on the screen. 22/05/ PRCH CASH RFND Press the soft key beneath RFND. REFUND PASSWORD? Key in the refund password and press ENTER. ENTER RFND AMT RFND $5.00 INSERT/SWIPE CRD RFND $5.00 SELECT ACCOUNT CHQ SAV CR RFND $5.00 PIN & / OR 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 soft key beneath the account type needed. Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. 1 DEBIT PROCESSING RFND The terminal is connecting to the bank and processing the refund. VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER 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. 20. TRANSACTION PROCEDURES.

23 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. Refund Receipt. EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. TRANSACTION PROCEDURES. 21.

24 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 22/05/ ENTER AMOUNT PROCEDURE Press ENTER until VOID is displayed on the screen. 22/05/ VOID TIP MOTO Press the soft key beneath VOID. VOID PASSWORD? VOID ENTER ROC NO. SALE $ APPR CODE ENTER TO CONFIRM 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. CREDIT PROCESSING VOID The terminal is connecting to the bank and processing the void. VERIFY SIGNATURE CORRECT? CUSTOMER COPY PRESS ENTER YES/NO 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 transaction, 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. TRANSACTION PROCEDURES.

25 Void Receipt. EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. TRANSACTION PROCEDURES. 23.

26 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 PROCEDURE 22/05/ ENTER AMOUNT Key in the base amount and press ENTER. SALE $25.00 ADD CASH AMT & / OR ENTER SALE $25.00 INSERT/SWIPE CRD SALE $25.00 ADD TIP AMT & /OR 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. SALE $25.00 TIP $5.00 TOTAL $30.00 ENTER TO CONFIRM Press ENTER to confirm the total of the transaction. If incorrect press CANCEL. TOTAL $30.00 SELECT ACCOUNT CHQ SAV CR TOTAL $30.00 PIN & / OR ENTER 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. 24. TRANSACTION PROCEDURES.

27 TERMINAL DISPLAY PROCEDURE DEBIT PROCESSING SALE The terminal is connecting to the bank and processing the sale. VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER 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. 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 section 11.2, Response Codes. TRANSACTION PROCEDURES. 25.

28 Approved Sale with Tip Receipt (approved with PIN, no signature required). Approved Sale with Tip Receipt (signature required). EFTPOS FROM BANKSA EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. 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. 26. TRANSACTION PROCEDURES.

29 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. TRANSACTION PROCEDURES. 27.

30 TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press ENTER until TIP is displayed on the screen. 22/05/ VOID TIP MOTO Press the soft key beneath TIP. TERMINAL PWD? ADJUST ENTER ROC NO. 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. SALE $25.00 ENTER TOTAL AMT Key in the total amount of the transaction i.e. Sale plus Tip, and press ENTER. 1 SALE $25.00 TIP $5.00 TOTAL $30.00 ENTER TO CONFIRM The terminal displays the original sale amount with the calculated tip amount and total. Press ENTER to confirm. ADJUST. TRANS. ACCEPTED 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. 28. TRANSACTION PROCEDURES.

31 Tip Adjustment Receipt. EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. TRANSACTION PROCEDURES. 29.

32 5.7 How to Process Multiple Tip Adjustments. This function allows the operator to adjust multiple transactions without having to reenter the terminal password. This function is suitable when there is more than one tip transaction that needs an adjustment. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 22 and press ENTER. ADJUST PASSWORD? Key in the terminal password and press ENTER. ADJUST ENTER ROC NO. Key in the ROC (Record of Charge) number of the transaction that needs adjustment. SALE $18.00 ENTER TOTAL AMT Key in the total amount of the transaction i.e. Sale plus Tip, and press ENTER. 1 SALE $18.00 TIP $2.00 TOTAL $20.00 ENTER TO CONFIRM The terminal displays the original sale amount with the calculated tip amount and total. Press ENTER to confirm. ADJUST. TRANS ACCEPTED ADJUST ENTER ROC NO. UPLOAD NOW? Y/N 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. 30. TRANSACTION PROCEDURES.

33 Remember to always check the receipt to verify if a transaction has been approved. 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. TRANSACTION PROCEDURES. 31.

34 TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press ENTER until MOTO or ECOM is displayed on the screen. 22/05/ C/O MOTO ECOM Press the soft key beneath MOTO or ECOM. ENTER MOTO AMT Key in the purchase amount and press ENTER. MOTO $8.00 ENTER CARD NO. Key in the card number and press ENTER. CARD EXP ENTER CCV MMYY Key in the card expiry date (mmyy) and press ENTER. Key in the CCV and press ENTER. Or, if CCV is not available, just press ENTER. Note: CCV is described in section 10.0, Minimising Fraud. MOTO/ECOM $8.00 ENTER TO CONFIRM Confirm amount by pressing ENTER. MOTO/ECOM PROCESSING The terminal is connecting to the bank and processing the sale. CUSTOMER COPY PRESS ENTER 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 section 11.2, Response Codes. 32. TRANSACTION PROCEDURES.

35 Approved MOTO Receipt. EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. TRANSACTION PROCEDURES. 33.

36 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 PROCEDURE 22/05/ ENTER AMOUNT Press ENTER until AUTH is displayed on the screen. 22/05/ C/O AUTH ECOM ENTER AUTH AMT AUTH $40.00 INSERT/SWIPE CARD AUTH $40.00 PIN & / OR ENTER 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, CCV (if available) and the terminal password and press ENTER for manual entry. Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. CREDIT AUTH PROCESSING VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY 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. 34. TRANSACTION PROCEDURES.

37 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 section 11.2, Response Codes. Approved PreAuth Receipt (approved with PIN, no signature required). Approved PreAuth Receipt (signature required). EFTPOS FROM BANKSA EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. TRANSACTION PROCEDURES. 35.

38 5.10 How to Process a Checkout. A checkout is used to complete an earlier pre-authorisation. You might need the ROC number or approval code 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 for seven calendar days only. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press ENTER until C/O is displayed on the screen. 22/05/ C/O AUTH ECOM Press the soft key beneath C/O. TERMINAL PWD? Key in the terminal password and press ENTER. CHECK OUT ENTER ROC NO. & / OR ENTER Key in the ROC number of the pre-authorisation receipt and press ENTER Or: Press ENTER. The next step depends on whether you keyed in the ROC number or pressed ENTER. AUTH $ APPR CODE ENTER TO CONFIRM 1. If you keyed in the ROC number 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 Key in the checkout amount and press ENTER. 36. TRANSACTION PROCEDURES.

39 TERMINAL DISPLAY C/O $40.00 INSERT/SWIPE CARD C/O $40.00 ADD TIP AMT & / OR ENTER PROCEDURE 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, CCV (if available) and the terminal password and press ENTER for manual entry. If your terminal is enabled for tips, this screen may appear. Key in the tip amount and press ENTER, or just press ENTER. C/O $40.00 ENTER TO CONFIRM VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER Press ENTER to confirm Checkout amount. 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. 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 section 11.2, Response Codes. TRANSACTION PROCEDURES. 37.

40 Checkout Receipt. EFTPOS FROM BANKSA Remember to always check the receipt to verify if a transaction has been approved. 38. TRANSACTION PROCEDURES.

41 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 PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 64 and press ENTER. TERMINAL PWD? Key in the terminal password and press ENTER. SHIFT MODE ACTIVATE? Press ENTER to activate shift mode. To deactivate Shift Mode: TERMINAL DISPLAY PROCEDURE SHIFT MODE DEACTIVATE? Follow the above steps to deactivate shift mode. Press ENTER at this prompt. HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION. 39.

42 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 identify individual users. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 60 and press ENTER. TERMINAL PWD? ENTER USER ID NEW PASSWORD: VERIFY PASSWORD: USER MANAGEMENT USER ADDED Key in the terminal password and press ENTER. Key in the User ID (01-10) 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. 40. HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION.

43 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 PROCEDURE Press the Function (FUNC) button. FUNCTION? Key in 61 and press ENTER. ENTER USER ID Enter the User ID (01-10) and press ENTER. PASSWORD: The user is required to enter their 4 digit code. USER MANAGEMENT SHIFT STARTED 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 PROCEDURE Press the Function (FUNC) button. FUNCTION? PASSWORD: Key in 62 and press ENTER. Key in the terminal or shift leader password and press ENTER. END SHIFT CORRECT? YES/NO Press ENTER to end the Shift. END SHIFT PRINTING The terminal will now print the end Shift Report. HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION. 41.

44 Shift Report. EFTPOS FROM BANKSA 42. HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION.

45 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 PROCEDURE 22/05/ ENTER AMOUNT Press ENTER until SUB is displayed on the screen. 22/05/ INIT SUB SETL Press the soft key beneath SUB. SUB TOTALS PLEASE WAIT The terminal is printing the totals of sales, refunds and cash outs since the last settlement. REPORTING FUNCTIONS. 43.

46 Sub Totals Report. EFTPOS FROM BANKSA ***SUB TOTALS*** 44. REPORTING FUNCTIONS.

47 7.2 Terminal Settlement. Settlement for the EFTPOS terminal 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 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 (AEST). To process a manual settlement: TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press ENTER until SETL is displayed on the screen. 22/05/ INIT SUB SETL SETTLEMENT PWD? Press the soft key beneath SETL. Key in the settlement password and press ENTER. BATCH UPLOAD PLEASE WAIT The terminal will connect to the host to settle all transactions processed in current batch period. REPORTING FUNCTIONS. 45.

48 Settlement Report. EFTPOS FROM BANKSA WSB 46. REPORTING FUNCTIONS.

49 7.3 How to Reprint Last Settlement. This function will reprint the last settlement which has occurred. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 70 and press ENTER. PRINTING PLEASE WAIT 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 PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 57 and press ENTER. TERMINAL PWD? Key in the terminal password and press ENTER. TIP REPORT ACTIVATE? Press ENTER to activate tip report. REPORTING FUNCTIONS. 47.

50 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 PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 58 and press ENTER. PRINTING PLEASE WAIT This prompt is displayed as the report is printing. 48. REPORTING FUNCTIONS.

51 Tip Report. EFTPOS FROM BANKSA REPORTING FUNCTIONS. 49.

52 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 Press the Function (FUNC) button. FUNCTION? Key in 72 and press ENTER. PRINTING PLEASE WAIT This prompt is displayed as the receipt is printing. 50. REPORTING FUNCTIONS.

53 Receipt Reprint. EFTPOS FROM BANKSA REPORTING FUNCTIONS. 51.

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 PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? VIEW BATCH ROC# SALE $17.00 PREV NEXT INFO 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. VIEW BATCH APPROVAL PREV NEXT INFO Press INFO again to display the date and time the transaction was made. VIEW BATCH SEQUENCE # /03/09 10:20 PREV NEXT INFO Pressing INFO again will return to the first information screen. Note: You can press CANCEL at any time to return to the idle prompt. 52. REPORTING FUNCTIONS.

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 7.7) except that the terminal will prompt for a ROC number. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 21 and press ENTER. VIEW ROC ROC #? ROC# SALE $20.00 PREV NEXT INFO APPROVAL PREV NEXT INFO 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 partial 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. SEQUENCE # /06/08 10:21 PREV NEXT INFO Pressing INFO again will return to the first information screen. Note: You can press CANCEL at any time to return to the idle prompt. REPORTING FUNCTIONS. 53.

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 the current settlement period. TERMINAL DISPLAY PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? REPRINT ROC ENTER ROC NO. SCANNING BATCH PLEASE WAIT 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 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 PROCEDURE 22/05/ ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 75 and press ENTER. PRINTING PLEASE WAIT The terminal will print the Transaction Log receipt and then return to the idle state. 54. REPORTING FUNCTIONS.

57 Transaction Log. EFTPOS FROM BANKSA WSB REPORTING FUNCTIONS. 55.

58 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. EFB is the ability to continue performing transactions on the terminal, even when communication with the host system for on-line approval has been lost or the card 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 BankSA 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 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. 56. FALL BACK SALES PROCEDURES.

59 8.2 Manual Fall Back. The EFTPOS terminal supplied to you is very reliable and BankSA 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 BankSA 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 FALL BACK SALES PROCEDURES. 57.