emv supplementary operator guide

EMV SUPPLEMENTARY OPERATOR GUIDE
EFTPOS and EFTPOS MOBILE (INGENICO 5110 and 7910)
Contents
IMPORTANT NOTES 2
EMV WHAT IS EMV?
WHAT IS A CHIP CARD AND HOW DO YOU RECOGNISE ONE?
FAQs
3
TRANSACTIONS
HOW TO PERFORM A TRANSACTION WITH A CHIP CARD
5
CARD ERRORS & FALLBACK PROCEDURES
9
TIPPING
10
DEFERRED TIPPING
PAY@TABLE TIPPING
TERMINAL ERROR MESSAGES
11
2
Important notes
This guide is to be used as a supplementary guide to the existing Ingenico 5110
Terminal Operator Reference Guide V2.0.
This guide outlines the importance of and changes involved in EMV Chip Card
processing.
The functionality in this supplementary guide is only available on the
Ingenico 5110 and Ingenico Mobile 7910.
EMV
What is EMV?
EMV (Europay MasterCard Visa) is a global electronic transaction standard named
after the three organisations that established it. The new EMV standard enables
EFTPOS terminals worldwide to process chip-based debit and credit cards.
The Commonwealth Bank is currently conducting upgrades to its EFTPOS terminals
to meet the EMV standards. This will allow chip cards to be processed using the chip
as well as the magnetic strip. After the upgrade, you will be able to use the magnetic
strip process chip cards if the EMV chip is damaged.
What is a chip card and how do you recognise one?
Chip cards, also commonly referred to as ‘smart cards’, have a microchip rather than
just the standard magnetic stripe. This chip allows them more functionality (including
security data and software) compared to the magnetic stripe, which only stores data.
You may have noticed some customers already have chip cards as they are widely
used across Europe and Asia. Banks in Australia are currently introducing chip cards
and they will become more common over the next 12 months.
The chip is always in the same position on the left hand side of the front of the card.
EMV Chip
3
4
EMV (continued)
FAQs
Where do I insert the chip card in my terminal?
The Ingenico 5110 and 7910 terminals both have a slot in the front of the pinpad,
where the chip card is to be inserted (see image on page 5).
Will it cost more to process a chip card transaction?
Standard merchant services fees and charges apply to all transactions including chip
card transactions. Refer to your Pricing Schedule for details.
Can I still process magnetic strip cards after I am upgraded for EMV?
Yes, your terminal will still allow you to swipe a magnetic strip card to process
transactions. You will however need to insert all chip cards into the slot of the terminal
after your upgrade.
Do I have to use the chip to process transactions?
Yes, you will need to insert all chip cards after you are upgraded for EMV. If you
swipe a chip card your terminal will prompt you to insert the card. The terminal
prompts are very easy to follow and will guide you through your transaction.
What are the benefits of accepting chip cards?
Chip cards offer a more secure way to process card transactions. The secure chip
contains security data and software, and provides greater security because it is more
difficult to fraudulently copy the details of the card. Accepting chip cards reduces
your risk of processing a counterfeit, lost, or stolen card transaction and being
subject to a chargeback.
Transactions
This section describes how to complete a transaction where a chip credit card
is used.
Please note: The process described in these instructions can only be used if the
card is chip enabled. If not, please revert to using the magnetic strip.
• W
hen performing a chip card transaction, insert the card into the Smart Card
Reader slot with the gold contact facing upward as shown below.
• L
eave the chip card in the slot until the transaction is completed and the terminal
prompts you to remove it.
• T
he terminal will guide you through the transaction process – simply follow the
on-screen prompts.
Smart Card
Reader slot
5
6
Transactions (continued)
i5100 Terminal Display
Response
COMMONWEALTH BANK
EFTPOS
READY
AUTH
XPOS MANUAL
This is an idle screen. To begin a
transaction, insert the chip card
into the Smart Card Reader slot
as shown on page 5.
i7910 Terminal Display
Response
DD/MM/YY hh:mm
COMMONWEALTH BANK
READY
AUTH MANUAL
This is an idle screen. To begin a
transaction, insert the chip card into
the Smart Card Reader slot as shown
on page 5.
PROCESSING CARD
PLEASE WAIT
TRANSACTION TYPE
The terminal will prompt for
‘Transaction Type’ selection.
SELECT TRANSACTION
PUR
CASH
REF
PURCHASE
$0.09
ENTER AMOUNT
CASH
Select the type of transaction
you want to process.
Enter the amount, then press OK.
7
PURCHASE
TOTAL: $0.09
SELECT ACCOUNT
CHQ
SAV
CR
PURCHASE
XXX
TOTAL: $0.09
TIP
$0.00
ENTER AMOUNT AND OK
Select account.
If ‘Tipping’ and ‘Pay@Table’ parameters
are enabled, the terminal will prompt for
adding a ‘Tip’.
The cardholder enters the amount of
the tip and presses OK. If they do not
wish to add a tip, this prompt can be
by-passed by pressing OK.
A transaction record with tip amount
component, where entered, and the total
transaction amount will be produced.
PURCHASE
TOTAL:
XXXXX
$0.09
ENTER PIN AND OK
PURCHASE
XXXXX
TOTAL: $0.09
ENTER PIN OR OK
If ‘CHQ’ or ‘SAV’ account type is
selected the terminal will prompt for
PIN entry and press OK.
If “CR” account type is selected the
terminal will prompt for PIN entry or
press OK to by-pass PIN entry if the
transaction is to be approved via
signature.
The total amount will include the Tip
component if a tip was entered.
Note: Cardholders can now choose
between pen or pin as a method of
verification. They cannot be forced
to use one method in preference to
the other.
Note: Your terminal will continue to process the remainder of the transaction as per
your current on screen prompts until completed.
PLEASE REMOVE
CARD
Once the transaction is complete, the
terminal will beep, asking you to remove
the card from the smart card reader.
8
Transactions (continued)
Credit Card Transaction Receipt – Purchase
COMMONWEALTH BANK
EFTPOS
MERCHANT LINE 1
MERCHANT LINE 2
TERMINAL:
REFERENCE:
COMMONWEALTH BANK
EFTPOS
MERCHANT LINE 1
MERCHANT LINE 2
NNNNNNNN
999999
TERMINAL:
REFERENCE:
MERCHANT COPY
CARD NO:
PAN SEQ:
PURCHASE
TOTAL
CUSTOMER COPY
123456-123(c)
02
EXPIRY DATE:
AID:
TVR:
ATC:
TC:
MM/YY
A0000000041010
0800000104
123
34F8B0A10278E402
$0.09
$0.09
AUD
DD MMM CCYY
HH:MM
VISA CREDIT
REF NO.
123456789012
APPROVED
NNNNNNNN
999999
08
SIGNATURE REQUIRED
CARD NO:
PAN SEQ:
123456-123(c)
02
EXPIRY DATE:
AID:
TVR:
ATC:
TC:
PURCHASE
TOTAL
MM/YY
A0000000041010
0800000104
123
34F8B0A10278E402
$0.09
$0.09
AUD
DD MMM CCYY
HH:MM
VISA CREDIT
REF NO.
123456789012
APPROVED
08
THANK YOU
X
JOHN SMITH
PLEASE SIGN HERE
THANK YOU
Note: You will notice that your transaction receipts have additional fields when
performing an EMV transaction. These fields uniquely identify the EMV transaction
and process performed by the EMV Chip. They are AID, TVR, ATC and TC, defined
as follows:
AID: Application Identifier
TVR: Terminal Verification Result
ATC: Application Transaction Counter
TC: Transaction Certificate
(A cryptogram generated by EMV cards indicating approval of transaction)
Card Errors and fallback
procedures
You may receive Card Errors if:
• The chip card is damaged.
• You remove the chip card before the transaction has been completed.
• You
have ‘swiped’ a chip enabled card instead of inserting it in the smart
card reader.
If the chip is damaged or removed before the transaction is completed, you will see
the following instructions on the screen, prompting you to take corrective action.
Terminal
Response
CHIP ERROR
REMOVE CARD
The terminal will indicate that it failed to
read the chip card and instruct you to
remove it.
NOTE: You can clean or wipe the chip
in case it is dirty.
PLEASE REINSERT
CARD
REMOVE CARD
USE MAG STRIPE
The terminal will prompt you to attempt
to insert the card again.
If the terminal fails to read the chip card
successfully on the second attempt, it will
prompt you to swipe the card instead.
If you swipe a chip enabled card, you will see the following display on the terminal.
Terminal
Response
USE CHIP
READER
This message will appear when you
attempt to process a transaction by
swiping a chip enabled card, reminding
you to insert the chip card into the smart
card reader.
9
10
Tipping
You can enable tipping on both the EFTPOS PLUS and EFTPOS MOBILE terminals,
by allowing your customers to add a tip (gratuity) to the sale amount when they pay
with a debit, credit or charge card (American Express, Diners or JCB).
Tipping is now available to you in two ways – Deferred Tipping and
Pay@Table Tipping.
• Deferred
Tipping is when the terminal will print a tip line on the purchase receipt
to allow your customers to add a tip to the sale amount. After your customer has
written a tip amount onto the purchase receipt, you then need to enter the tip
amount manually into the terminal to complete the transaction. This only applies
to Credit and Charge Cards.
• P
ay@Table Tipping allows you to complete the transaction including the tip at
the cardholder’s table. With the introduction of EMV, cardholders are more likely
to want the transaction to be performed in front of them. A mobile EFTPOS
solution allows you to provide this choice and control to your customers.
PURCHASE
XXX
TOTAL: $10.00
TIP
$2.00
ENTER AMOUNT AND OK
If ‘Deferred Tipping’ and ‘Pay@Table
Tipping’ parameters are enabled, the
terminal will prompt for adding of a tip.
The cardholder will enter the amount of
the tip and press OK. If no tip is to be
added, the prompt can be by-passed
by pressing OK.
Note: For more details about tipping please refer to your EFTPOS Plus & EFTPOS
Mobile Supplement Operator Guide V2.59
If you don’t have tipping and would like to enquire about having tipping functionality
on your terminal, please call us on 1800 230 177, 24hrs, 7 days a week.
Terminal error messages
11
Note: For additional terminal messages, please refer to your Terminal Operator Guide
Description
Print Message
Terminal Display
Action
Approved or completed
successfully Via PIN
APPROVED 00
APPROVED
Approved
Honour with identification
APPROVED 08
APPROVED WITH
SIGNATURE
Approved
Incorrect PIN
DECLINED
55
TRANSACTION
DECLINED
INCORRECT PIN-55
Decline
Allowable PIN
tries exceeded
DECLINED
75
TRANSACTION
DECLINED
EXCEED PIN TRIES-75
Decline
Incorrect PIN Block Format
DECLINED
R1
TRANSACTION
DECLINED
PIN BLOCK ERROR-R1
Decline
Amount greater than
Off-line-EFB credit/debit
limit
DECLINED
S1
TRANSACTION
DECLINED
CALL FOR AUTH-S1
Decline
Potential fall-back
transaction where response
code 91 returned from Host
however card has expired –
not eligible for fallback.
DECLINED
TQ
CARD REJECTED
EXPIRED CARD
Decline
Off-line declined after
On-line approval – EMV
CARD
DECLINED Z4
TRANSACTION
DECLINED Z4
Decline
Card Insertion Only EMV
DECLINED
TRANSACTION
DECLINED
NO MANUAL ENTRY
Z6
Decline
Approved or completed
successfully by card
APPROVED Y1
OFFLINE APPROVED
Approved
Approved or completed
successfully by card
APPROVED Y3
OFFLINE APPROVED
Approved
Z6
00
1800 022 966
24 hours, 7 days
commbank.com.au
ADV12011 110908
Commonwealth Bank of Australia
ABN 123 123 124