Merchant Operating Guide

Transcription

1 Merchant Operating Guide

2 Contents 1. Introduction to Your ANZ Royal Terminal Who to Call for Authorisations and Assistance Cards You Can Accept Credit Card Fraud Minimisation Debit Card Fraud Minimisation Chargebacks Terminal Features Demo Mode Process a Sale Process a Cash Out Transaction Process a Void Transaction Process a Refund Transaction Reprint the Last Record Settlement... 31

3 15. Print Totals Transaction Detail Report Reboot Terminal ANZ Royal Terminal Management System Transaction Records Terminal Reports Terminal Messages Manual Processing Filing and Retention of Terminal Records and Vouchers Stationery Bluetooth POS Terminal... 57

4 To Obtain Authorisation, Ring The Authorisation and Assistance Centre You must phone the Authorisation and Assistance Centre to verify if the account has sufficient funds available to cover the Transaction. If you do not obtain approval for Transactions, you risk the Transaction being dishonoured (charged back). If the Transaction is approved, record the authorisation number on the voucher. If the Transaction is declined, seek an alternative method of payment and advise the customer to contact their Card Issuer. When the Transaction is in order, hand the customer the yellow (Customer) copy of the voucher and their card. Retain the Merchant copy for your records and the Bank copy for banking. Remember to seek authorisation for all sale transactions. Example Sales Voucher Please note that a Transaction may still be dishonoured (charged back) for other reasons, even if approval has been given by the Authorisation and Assistance Centre. 51

5 Erros and Disputes Vouchers from debit or credit card Transactions that cannot be processed are debited to your bank account and returned for correction. This is known as a Return and Correction (R&C). Typical Causes of R&Cs are... Incorrectly completed vouchers e.g. incorrect additions on Merchant Summary vouchers Incomplete information e.g. unreadable card imprint on voucher Banking of vouchers from other schemes e.g. American Express When you receive an R&C, there will be an explanation on why it cannot be processed. Make sure you rectify the problem before re-submitting the voucher for processing. 23. Filing and Retention of Terminal Records and Vouchers Credit Card, Cheque and Savings Account Terminal Records and Vouchers Make sure you retain your copies of manual credit card and ANZ Royal Terminal Transaction records in a secure place (i.e. dry and out of direct sunlight) for at least eighteen (18) months in case a Transaction is disputed. All MOTO* Transaction records and associated order details must be held in a secure place for at least eighteen (18) months. For easy retrieval of vouchers and terminal records, it is recommended to file them in date order. Check your vouchers and terminal records against your monthly ANZ Royal Merchant Statement. Ensure all vouchers and terminal records are destroyed after eighteen months, preferably by shredding or tearing into small pieces. *For approved merchants only. 55

6 24. Stationery ANZ Royal supplies you with: Telephone stickers, window decals and other point of sale material Stationery order form Imprinter* Sales and credit vouchers* Merchant summary vouchers* Merchant summary envelopes* This Merchant Operating Guide To re-order ANZ Royal stationary, please contact our 24 hours hotline: Then please complete the Stationery Order Form and fax to ANZ Royal Call Centre. *Selected merchants only 56

7 25. Bluetooth POS Terminal Every customer wishes to make purchases as conveniently as possible. ANZ Royal s Bluetooth product is suitable for this purpose. ANZ Royal s Bluetooth POS terminal is a portable device that can be placed anywhere within merchant premises. Customers need not loose sight of their Cards during a transaction. i7780 Icons Terminal Display Comment 01/12/ :05 ANZ Royal welcome screen 01/12/ :05 Displays when the terminal is idle and ready to process transactions. Displays when the terminal is docked on its dedicated base. Battery charge status. 1 bar indicates 25% energy left on the battery, 2 bars indicate 50% energy left on the battery, 3 bars indicate 75% energy left on the battery, and 4 bars indicate a full charged battery. The bars will scroll if the battery is charging. Radio Link Status. This is displayed only when terminal is Radio Mode. 3 bars indicate a very strong radio link, 2 bars indicate a strong radio link, 1 bar indicates a very weak radio link. When there are no bars, terminal is out of range. 57

8 Functions in Detail Other functions - Switch terminal Off/On This function allows the terminal to be manually switched Off/On. The terminal may also be switched off automatically as per the time out set via Radio Shutdown - Function Terminal Display Comment 01/12/ :05 The merchant presses [CANCEL]. SHUTDOWN? The merchant presses [ENTER]. Note: Operator inactivity timer: 30 seconds. The terminal shuts down all active applications and powers Off. To power the terminal On, the terminal can either be docked on the Base Station or press [ENTER]. 01/12/ :05 If the terminal has been configured for Auto Init - On, the terminal will not require a manual Initialisation. The terminal will automatically complete an Initialisation, in the background, when a transaction is processed. 58

9 Error Messages Terminal generated error messages Terminal Display Description DOCK TERMINAL TO BASE PLEASE The terminal needs to be docked on the Base Station when pairing is initiated. BASE IN USE PLEASE WAIT Bluetooth connection to the Base Station is available, however the Base is currently in use by another terminal. OUT OF RANGE GO CLOSER TO BASE Bluetooth connection to the Base Station could not be made and may be out-of-range. Terminal will re-try every three seconds to establish a connection. 59