BWA Merchant Services PC-EFTPOS Installation guide

PC-EFTPOS
Reference Guide
Vx810
Version 2.05
Sept 2013
Page 1
20-Sep-13
Table of Contents
PC-EFTPOS Contact Details ............................................................................................................................. 2
Introduction ........................................................................................................................................................ 2
Using PC-EFTPOS with a POS ......................................................................................................................... 3
BWA Merchant Services Specific Details ......................................................................................................... 3
Terminal Functionality Supported by BWA Merchant Services ....................................................................... 3
PC-EFTPOS Hardware Installation ................................................................................................................... 4
PC-EFTPOS Software Installation .................................................................................................................... 5
PC-EFTPOS Overview ...................................................................................................................................... 6
Function Key Menus .......................................................................................................................................... 7
System Timeouts ................................................................................................................................................ 8
PC-EFTPOS Generated Response Codes .......................................................................................................... 9
BWA Merchant Services Generated Response Codes..................................................................................... 15
Settlement Receipts and Options ..................................................................................................................... 18
Receipt Layouts ............................................................................................................................................... 20
Trouble Shooting ............................................................................................................................................. 23
Who to Contact for Help .................................................................................................................................. 25
PC-EFTPOS Contact Details
PC-EFTPOS office hours are Monday to Friday, 8:30am to 10:00pm EST.
Sat, Sun and Public holidays (with the exception of Good Friday, Easter Sunday, Anzac Day, Christmas
Day and Boxing Day), 10am to 3:00pm
 PC-EFTPOS Reception:
Phone (02) 9998 9800
 PC-EFTPOS Website:
http://www.pceftpos.com/
 Support Website:
http://support.pceftpos.com/
 General Enquiries Email:
support@pceftpos.com.au
Introduction
The PC-EFTPOS terminal allows 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)
The features of PC-EFTPOS include:
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Process Purchases, Cashout, Refunds
Process Mail/Telephone Order Transactions
EFB/SAF
EMV
Integrate to POS
PSTN, SSL/IP or WAN communications
Remote software and configuration download via TMS
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Using PC-EFTPOS with a POS
When PC-EFTPOS is configured to be used with a POS, all the EFTPOS functionality is initiated through
the POS. Consult your POS vendor on the operation of EFTPOS through your POS.
BWA Merchant Services Specific Details


BWA Merchant Services help Desk Number: 1800 243 444
Requires both terminal ID and merchant ID.
Terminal Functionality Supported by BWA Merchant Services
Functionality
EFTPOS Functionality:
 Purchase
 Cash Out
 Purchase + Cash Out
 Refund
 MOTO processing
 Pre-Authorisation
 Completion
 Tipping
 Training Mode
 Balance Enquiry
 Voucher Entry
 Electronic Fallback (EFB)
 EMV processing
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Settlement Options
 Settlement
 Pre-Settlement
 Last Settlement
 Sub-Totals
 Summary Totals
 Shift Totals



Hardware Options:
 PX318 Pinpad
 PX328 Pinpad
 PX368 Pinpad
 NPT Terminal
 Verifone Vx810

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PC-EFTPOS Hardware Installation
PINPad
Each payment counter in the proposed solution will have a Verifone Vx810 PIN-Pad for
swiping/inserting customer’s cards and for customers to type in their PIN (where applicable).
The PIN-Pad is used to encrypt sensitive data within financial transactions, and perform all
(logical) communications with the acquirer and TMS hosts. To this end, the Vx810 PIN-Pad
is already certified as compliant with the current PCI and EMV (Level-1 and Level-2)
security standards.
The Vx810 PIN-Pad has the following features:
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Alphanumeric/Numeric/Special-character data entry capability
Function keys
Programmable/Soft keys
Support for ISO8859-1 character set
OK, CANCEL, CLEAR keys
128 x 128 pixel LCD screen
Magnetic Stripe Card reader
Integrated Circuit Card reader
USB serial interface
The communication medium between the PIN-Pad and the ECR/POS will be a USB connection emulating a
RS232 serial connection.
When connected to the PC, your PIN-Pad will appear under Windows Device Manager -> Ports.
(To see all your communication ports - Click Windows Start button, Right click on “My Computer”, Select
“Manage”, Click on “Device Manager”, Click on ‘+’ icon in front of “Ports”)
For more information on installing the Verifone Vx810 PIN-Pad, please refer to the “PC-EFTPOS BWA
Merchant Services (Verifone Vx810) Installation Guide”
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PC-EFTPOS Software Installation
1. Install Terminal
See Hardware Installation for PINpad.
2. Install Software
If the POS does not have the latest PC-EFTPOS software installed, install the software from the PCEFTPOS installation CD, or the setup file available for download from our website.
http://www.pceftpos.com.au/files/releasecd/CurrentReleaseCD/Software/Installer/PCEFTPOS%20Setup.exe
Please refer to the “PC-EFTPOS BWA Merchant Services (Verifone Vx810) Installation Guide” for more
information
3. Configure Terminal
To configure the terminal, either
 The terminal will prompt the user to enter the TID upon initial bootup.
Manually enter the TID provided to you by BWA Merchant Services in to the PINPad and press
<Enter> ; or

From the Client Control Panel, go to the setup page and enter the details and press APPLY. The
confirmation password is 7410
OR
PC-EFTPOS Client icon
Consult your POS provider to see how the details are entered into the POS
5. Logon
Open the PC-EFTPOS EFTPOS Control Panel and click on the “Logon” button.
6. Ready to Go
If the previous steps were successful the PINpad is ready to use.
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PC-EFTPOS Overview
EFT-Client Settings:
COM port: that the pinpad is
plugged into.
Printer: (Not used when POS is
printing). NPT denotes using
the internal printer of NPT
Host Interface: This is
normally the loop back address
(127.0.0.1) or left blank for
WinXP machines. NPT
indicates to use the internal
NPT modem.
Tracing: This is enabled by
default and records information
on the hard-drive to help us
track down any issues.
EFTPOS Control Panel
Press the control panel button on the Client settings page (above) to activate the control panel.
Logon: Performs a
logon to the host
Reprint: reprints
last receipt
Diagnostics:
Provides reports on
s/w configuration
and version
Setup Page:
Enter terminal
details.
Press APPLY and
then 7410 as the
password
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20-Sep-13
Function Key Menus
To access the functions, press the F2 key on the pinpad when the terminal is in its IDLE mode. The
following function menus are available: (Use F1/F2 to scroll/page-up and F3/F4 to scroll/page-down in
multi page menus)
Function Number
1
2
3
4
5
6
Description
PINPad Settings Menu
Send Stored Trans
Send Test Message
Reboot PIN-Pad
Display Version
Display TID/MID
1. PIN-Pad Settings Menu
(Page1/1)
Option
1
Description
Timeouts
2
3
Profile Maintenance
Marketing Message
1. User Entry Timeout
2. Error Screen Timeout
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System Timeouts
The PIN pad will support the following 'time outs' for its PCEFTPOS Client and Network interface:
PINPAD
TIMEOUT
3 seconds
3 seconds
10 seconds
10 seconds
45 seconds
45 seconds
45 seconds
60 seconds
30 seconds
60 seconds
180 seconds
120 seconds
EVENT
PCEFTPOS Client ACK to PIN pad request
PCEFTPOS Client ACK to send Host message request
PCEFTPOS Client response to display request
PCEFTPOS Client response to print request
Host response to Financial Transaction requests
Host response to administration requests
Host response to Reversals and SAF uploads
Customer response to Card entry prompt
Customer response to Account prompt
Customer response to PIN entry prompt
PCEFTPOS Client response to insert slip request
PCEFTPOS Client response to verify signature request
Page 8
20-Sep-13
PC-EFTPOS Generated Response Codes
As such, any of the following response-codes can be taken to mean that an operation has been
completed successfully:
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00: Online transaction has been approved by the host
08: Online transaction has been approved by the host pending customer signature
verification
11: Online transaction has been approved by the host and the customer is a VIP
Y1: EMV transaction has been approved offline
Y3: EMV transaction has been approved by default
T0: PIN-Pad operation completed successfully
Aside from response-codes T0, Y1 and Y3, all of the response-codes in the table below
represent fatal error conditions which have occurred during processing of a PC-EFTPOS
ECR/POS to PIN-Pad command on the terminal/PIN-Pad. In each case (aside from responsecodes T0, Y1, Y3), the terminal/PIN-Pad will abandon processing of the current transaction
and generate a corresponding reversal transaction if required.
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BWA Merchant Services Generated Response Codes
*For assistance with the following codes, contact BWA Merchant Services.
Response
Code
00
01
Description
Approved or completed successfully
Declined-refer to card issuer
02
Declined-issuer’s special conditions
03
Invalid sequence number
04
Pick up card
05
Do not honour
07
Pick up card-special conditions
08
09
Honour with identification
Request in progress
10
11
12
Approved for partial amount
Approved VIP
Invalid Transaction
13
Invalid Amount
14
Invalid card number (no such number)
15
No such issuer
16
19
Approved - update track 3
Re-enter transaction
21
22
23
No action taken
(For a request response)
(For a reversal response)
Suspected malfunction
Unacceptable transaction fee
25
Unable to locate record on file
30
Format Error
31
Bank not supported by switch
32
Completed partially - not supported
33
Expired card
34
Suspected fraud
35
Card acceptor contract acquirer
36
Restricted card
Page 15
PIN Pad Display
Approved
Transaction Declined
Please Call
Transaction Declined
Call Referral
System Error
See Your Bank
Transaction Declined
See Your Bank
Transaction Declined
See Your Bank
Transaction Declined
See Your Bank
Sign receipt
Declined
Error in Processing
Approved
Approved
Transaction Declined
Invalid Transaction
Transaction Declined
Invalid Amount
Transaction Declined
Card Not Valid
Transaction Declined
Card Not Valid
Approved
Transaction Declined
Retry Transaction
Transaction Declined
No Action taken
Approved
System error
Transaction Declined
See Your Bank
Transaction Declined
See Your Bank
Transaction Declined
Format Error
Transaction Declined
Card Not Valid
Transaction Declined
See Your Bank
Transaction Declined
Card Expired
Transaction Declined
Card Error
Transaction Declined
Card Error
Transaction Declined
20-Sep-13
Response
Code
Description
PIN Pad Display
72
Card Error
Transaction Declined
See Your Bank
Allowable PIN retries exceeded
Transaction Declined
PIN tries exceeded
No credit account
Transaction Declined
Invalid Account
Requested function not supported
Transaction Declined
Invalid Transaction
Lost card
Transaction Declined
See Your Bank
No universal account
Transaction Declined
Invalid Account
Stolen card
Transaction Declined
See Your Bank
No investment account
Transaction Declined
Invalid Account
Not sufficient funds
Transaction Declined
See Your Bank
No cheque account
Transaction Declined
Invalid Account
No savings account
Transaction Declined
Invalid Account
Expired card
Transaction Declined
Card Expired
Incorrect PIN
Transaction Declined
PIN Incorrect
No card record
Transaction Declined
Invalid Card
Transaction not permitted to cardholder
Transaction Declined
Invalid Transaction
Transaction not permitted to terminal
Transaction Declined
Invalid Transaction
Suspected fraud
Transaction Declined
See Your Bank
Exceeds withdrawal amount limit
Transaction Declined
Exceeds Limit
Restricted Card
Transaction Declined
See Your Bank
Original amount incorrect
Transaction Declined
Invalid Amount
Exceeds withdrawal frequency limit
Transaction Declined
See Your Bank
Card acceptor call acquirer’s sec dept.
Transaction Declined
See Your Bank
No card record
Transaction Declined
Invalid Card
Response received too late
Transaction Declined
No Response
Pre Auth Completion amount too large (> 115% of orig pre auth) Declined
73
Completion declined pre auth has expired
Declined
74
Completion does not match a pre auth held on file
Declined
75
Allowable number of PIN tries exceeded
Transaction Declined
37
38
39
40
41
42
43
44
51
52
53
54
55
56
57
58
59
61
62
64
65
66
67
68
Card acceptor call acquirer security
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Response
Code
Description
76
Invalid product codes
77
Reconcile error
78
Trace number not found
79
Batch error
80
Batch number not found
81
CVV Validation Crypto error
82
Invalid CVV on card
83
Reserved
85
Batch not found
88
AMEX Only
89
Bad terminal ID
91
Issuer or switch is inoperative
93
Transaction can not be completed
94
Duplicate transmission
95
Reconcile error
96
System malfunction
98
MAC error
Page 17
PIN Pad Display
PIN tries exceeded
Transaction Declined
See Your Bank
Transaction Declined
See Your Bank
Transaction Declined
See Your Bank
Transaction Declined
See Your Bank
Transaction Declined
See Your Bank
Transaction Declined
System Error
Transaction Declined
Card Not Valid
Transaction Declined
See Your Bank
Transaction Declined
See Your Bank
Transaction Declined
Contact AMEX
Transaction Declined
See Your Bank
Transaction Declined
Link Down
Transaction Declined
System Error
Transaction Declined
System Error
Transaction Declined
System Error
Transaction Declined
System Error
Transaction Declined
System Error
20-Sep-13
Settlement Receipts and Options
Pre-Settlement Receipt
-----------------------MERCHANT NAME
MERCHANT ADDRESS 1
MERCHANT ADDRESS 2
TERMINAL ID
SEQUENCE NO
xxxxxxxx
999999
Terminal ID of terminal
STAN
PRE SETTLEMENT AS AT
DD/MM/YY HH:MM
999999
PRE SETTLEMENT SUMMARY
CREDIT CARD
Purch
nnn
Ref
nnn
nnn
Bank totals for credit and Debit
$$$$$$$.cc
$$$$$$$.cc
$$$$$$$.cc
DEBIT CARD (chq/sav)
Purch
nnn
$$$$$$$.cc
Ref
nnn
$$$$$$$.cc
Cash
nnn
$$$$$$$.cc
nnn
$$$$$$$.cc
TOTALS
Purch
Ref
Cash
nnn
nnn
nnn
nnn
$$$$$$$.cc
$$$$$$$.cc
$$$$$$$.cc
$$$$$$$.cc
Not For Value Totals
CREDIT CARD
Auth
nnn
$$$$$$$.cc
DINERS
Purch nnn
Ref
nnn
$$$$$$$.cc
$$$$$$$.cc
AMEX
Purch
Ref
nnn
nnn
$$$$$$$.cc
$$$$$$$.cc
JCB
Purch
Ref
nnn
nnn
$$$$$$$.cc
$$$$$$$.cc
Totals for non bank affiliated cards.
GREETING TEXT 1
GREETING TEXT 2
------------------------
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20-Sep-13
Settlement Receipt
-----------------------MERCHANT NAME
MERCHANT ADDRESS 1
MERCHANT ADDRESS 2
TERMINAL ID
SEQUENCE NO
xxxxxxxx
999999
Terminal ID of terminal
STAN
PRE SETTLEMENT AS AT
DD/MM/YY HH:MM
999999
PRE SETTLEMENT SUMMARY
CREDIT CARD
Purch
nnn
Ref
nnn
nnn
$$$$$$$.cc
$$$$$$$.cc
$$$$$$$.cc
DEBIT CARD (chq/sav)
Purch
nnn
$$$$$$$.cc
Ref
nnn
$$$$$$$.cc
Cash
nnn
$$$$$$$.cc
nnn
$$$$$$$.cc
TOTALS
Purch
Ref
Cash
nnn
nnn
nnn
nnn
$$$$$$$.cc
$$$$$$$.cc
$$$$$$$.cc
$$$$$$$.cc
Not For Value Totals
CREDIT CARD
Auth
nnn
$$$$$$$.cc
DINERS
Purch nnn
Ref
nnn
$$$$$$$.cc
$$$$$$$.cc
AMEX
Purch
Ref
nnn
nnn
$$$$$$$.cc
$$$$$$$.cc
JCB
Purch
Ref
nnn
nnn
$$$$$$$.cc
$$$$$$$.cc
GREETING TEXT 1
GREETING TEXT 2
------------------------
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Shift Totals Receipt
-----------------------MERCHANT NAME
MERCHANT ADDRESS 1
MERCHANT ADDRESS 2
SHIFT TOTALS
DD/MM/YY
HH:MM
TERMINAL ID
999999
ttttttttttt
SHIFT TOTAL
SUMMARY
PURCHASE
CASH OUT
TIPS
REFUND
nnn
nnn
nnn
nnn
$$$$$$$.cc
$$$$$$$.cc
$$$$$$$.cc
$$$$$$$.cc
NET
nnn
$$$$$$$.cc
OFFLINE
nnn
$$$$$$$.cc
Totals calculated by terminal
------------------------
Receipt Layouts
Logon Receipt
--------------------------MERCHANT NAME
MERCHANT ADDRESS 1
MERCHANT ADDRESS 2
TERMINAL ID
SEQUENCE NO
tttttttt
999999
************************
dd/mm/yy
hh:mm
LOGON SUCCESSFUL
System Trace Audit Number
If a response is received from the host within the allowed communication
timeout period, then the date from the host’s response message shall be
printed, otherwise the terminal’s local date shall be printed.
APPROVED - otherwise error lines
PLEASE RETAIN FOR
YOUR RECORDS
GREETINGLINE 1
GREETINGLINE 2
---------------------------
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Debit Card Receipt
--------------------------MERCHANT NAME
MERCHANT ADDRESS 1
MERCHANT ADDRESS 2
CUSTOMER COPY
TERMINAL ID
CARD
ACCT TYPE
tttttttt
Cccccccc
TOTAL
tttttttt
cccccc…ccc
YYYYYYY
AUD $$$$$$.cc
AUD $$$$$$.cc
AUD
$$$$$$.cc
dd/mm/yy
hh:mm
APPROVED
AUTH NUMBER
00
aaaaaa
Card number
Where YYYYYY is either Credit or Debit
tttttttt - Purchase, Refund / $$$$$$.cc - Transaction amount
Cash out (only appears if a cash out amount is present)
Total transaction record amount. For a two part transaction, it shall be
the sum of both the purchase and cash out amounts. The “AUD” shall be
printed immediately to the left of the most significant digit.
If a response is received from the host within the allowed communication
timeout period, then the date from the host’s response message shall be
printed, otherwise the terminal’s local date shall be printed.
Approved or Declined Text
Where aaaaaa is the Auth number returned from the bank
GREETING LINE 1
GREETING LINE 2
---------------------------
Merchant Receipt for signature
--------------------------MERCHANT NAME
MERCHANT ADDRESS 1
MERCHANT ADDRESS 2
CUSTOMER COPY
TERMINAL ID
CARD
ACCT TYPE
tttttttt
Cccccccc
TOTAL
tttttttt
cccccc…ccc
YYYYYYY
AUD $$$$$$.cc
AUD $$$$$$.cc
AUD
$$$$$$.cc
Card number
Where YYYYYY is either Credit or Debit
tttttttt - Purchase, Refund / $$$$$$.cc - Transaction amount
Cash out (only appears if a cash out amount is present)
Total transaction record amount. For a two part transaction, it shall be
the sum of both the purchase and cash out amounts. The “AUD” shall be
printed immediately to the left of the most significant digit.
X___________________
SIGNATURE
dd/mm/yy
APPROVED
AUTH NUMBER
hh:mm
00
aaaaaa
If a response is received from the host within the allowed communication
timeout period, then the date from the host’s response message shall be
printed, otherwise the terminal’s local date shall be printed.
Approved or Declined Text
Where aaaaaa is the Auth number returned from the bank
GREETING LINE 1
GREETING LINE 2
---------------------------
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EMV Financial Transaction Receipt
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20-Sep-13
Trouble Shooting
Installation Problems
PINpad offline
The most common reason for this error message is that the PINpad is not connected to the PC correctly.
 Check the power to the PINpad. The PINpad should be showing something on its display screen.
 Check the PINpad is connected to the COM port on the PC
 Check that the PC-EFTPOS Client Settings is configured to use the correct COM port, usually
COM1.
No Response from logon
 Check the terminal and merchant ID from the logon receipt
 Have BWA Merchant Services verify that the terminal ID being used is setup on their system
 If the TID is correct at BWA Merchant Services, check the EFTSRV settings to ensure the message
is being sent to BWA Merchant Services.
Client Offline
This error means that one of the following has occurred:
 The most common cause of this error on a correctly installed machine is that there are more than one
application running that uses our EFTPOS system. Examples are the POS system and our test POS
system. There can only be one POS running. Shutdown any other applications that may also use
EFTPOS.
 The EFT client is not running (or installed). Check if the client icon (little cents sign) is on the task
bar near the clock. (Warning…. Not all POS system shows the task bar). Start client by rebooting
POS.
Certain cards won’t process
If the EFTPOS system only fails on Refunds, American Express or Diners cards or Cash Out then BWA
Merchant Services may have disabled them. Check with BWA Merchant Services to see if they are enabled
on your terminal settings.
Hardware Problems
Hardware error troubleshooting
 Try to access one of the supported functions by pressing the function key
 If the PINpad goes into maintenance functions the PINpad hardware is working
 If the PINpad will not respond, it may have a fault which requires repairs it is probably broken
 Check power & cables
 If possible try another PINpad on this power point
 If there is still no activity on the PINpad screen, it may have a fault which requires repairs
PINpad issues that may require a replacement
 Card reader fails card reading on call cards
 PINpad has been dropped and the display is smashed
 Missing keys on keyboard
 Non-responsive keys on keyboard. Re-power on PINpad and try keys again before replacing
 If the PINpad display contains the text APPLI NOT OK, then the PINpad has lost its software.
Return the PINpad for repair
 If the terminal response code 63 or 96 after an RSA logon, the PINpad has lost its keys. Return the
PINpad for repair.
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Communication Problems
The most common reason for a P67 modem line to fail is that it is not communicating to the PC. All
parameters can be altered manually but if any are wrong it’s advised to re-run the installation wizard and
answer the questions correctly.





Ensure all cables are plugged in correctly
Check that the modem is getting power. The power indicator on the power pack is on. The modem
will click while connecting & disconnecting to the power supply
Check that the modem is connected to a COM port on the PC
Ensure the correct COM port is configured in EFT server (Lines tab)
If you are using a PABX line (ie dial 0 for outside line) the number dialled will need to be prefixed
eg 0,1800032027
Common Dial-up Errors
No Dial Tone ~ Check the phone is connected
Line Busy
~ Check phone number and PABX
No Answer ~ Check phone number and PABX
No Carrier
~ Check modem settings to see if correct for BWA
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Who to Contact for Help
For a financial Transaction enquiry:
BWA Merchant Services Help Desk
1800 243 444
For hardware and software assistance:
Your POS vendor
Credit Card Authorisations
Visa MasterCard 1800 243 444
Amex & JCB 1300 363 614
Diners 1800 331 112
PC-EFTPOS
(02) 9998 9800
PC-EFTPOS office hours are Monday to Friday, 8:30am to 10:00pm EST.
Sat, Sun and Public holidays (with the exception of Good Friday, Easter Sunday, Anzac Day, Christmas
Day and Boxing Day), 10am to 3:00pm
Email: support@pceftpos.com.au
Web: www.pceftpos.com.au
The web site contains full installation diagrams and instructions.
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