ANZ | POS PLUS | ANZ POS Plus 2

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Merchant Operating Guide
ANZ POS Plus 2
SIMPLE AND RELIABLE PAYMENT SOLUTIONS
Contents
1. Welcome
1.1 Merchant Agreement
1.2 Important Contact Details
1.3 Authorisation
1.4 Floor Limit
1.5 Change of Business Details
2. Cards You Can Accept
3. Merchant Cards
4. Equipment Maintenance
5. Stationery
6. Fraud Minimisation
6.1 Card Present Card Checklist
6.2 Fraud Minimisation for Credit Cards
6.3 Fraud Minimisation for Debit Cards
6.4 Cards Left at Premises
7. Handling Cardholder information securely & PCI DSS
7.1 PCI DSS – Payment Card Industry Data Security Standard
7.2 Securing Transaction Records
8. Errors and Disputes
8.1 Typical Causes of Return and Corrections
8.2 Chargebacks
9. ANZ POS Plus 2
9.1 Terminal Features
9.2 Terminal Keypad
9.3 Card Reader
9.4 How to install ANZ POS Plus 2 terminal
10. Processing a Sale
10.1 How to Process a Cheque or Savings Purchase using a Magnetic Stripe Card
or Chip Card
10.2 How to Process a Credit Purchase Transaction using a Magnetic Stripe Card
or Chip Card
10.3 How to Process a Purchase Transaction using a Contactless Card
11. Processing a Cash-out Only Transaction
12. Processing a Refund Transaction
13. Electronic Fallback (EFB) Processing
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14. Manual Transaction Processing
14.1 Paper Voucher Processing
14.2 Hand key (Manual Entry) Processing
15. Mail, Telephone and eCommerce Order Processing
15.1 How to Process a Mail Order Transaction (Scheme Cards only)
15.2 How to Process a Telephone Order Transaction (Scheme Cards only)
15.3 How to Process an eCommerce Order Transaction (Scheme cards only)
16. Optional Features
16.1 Tip@Terminal (Tip with PIN) Transactions
16.2 Pre-Authorisation
16.3 Customer Preferred Currency
17. Terminal Error Messages
18. Settlement
19. Print Totals
20. Reprint the Last Record
21. Transaction Detail Report
22. Filing and Retention of Transaction Records and Vouchers
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1. Welcome
We are pleased to welcome you as an ANZ Merchant and look forward to a long
association with you.
This Merchant Operating Guide provides you with information on cards you can accept,
ways to reduce fraud and what to do if errors or disputes are incurred.
It also contains clear and easy-to-follow instructions on how to process transactions on
your ANZ terminal. As your Point of Sale (POS) system leads the transaction, instructions in
this Merchant Operating Guide may instruct you to refer to your POS manual.
Please take time to read this manual thoroughly and ensure that your staff read it too.
1.1 Merchant Agreement
Your ANZ Merchant Agreement contains valuable information and important
requirements relating to operating procedures. This Merchant Operating Guide forms part
of the ANZ Merchant Agreement and may be varied or replaced by ANZ at any time.
ANZ strongly recommends that you follow the security checks and procedures in this
guide to assist in identifying and minimising fraudulent, invalid or unacceptable
transactions.
ANZ may conduct an investigation if a transaction is believed to be fraudulent. The
operators of the applicable card schemes may also conduct their own investigations. Your
Merchant Agreement outlines the circumstances in which you will be liable for such
transactions. If it is found that you have processed invalid or unacceptable transactions,
you may be liable for the value of those transactions. Please refer to the General
Conditions, ANZ Merchant Services for more details.
1.2 Important Contact Details
ANZ Merchant Services (24 hours a day, 7 days a week): 1800 039 025 or merchant@anz.com
Online Stationery Ordering:
www.anz.com/merchantconnect
Authorisation Centre:
• Credit Cards (Visa and MasterCard®)
1800 999 205
• Charge Cards (Diners Club)
1800 331 112
• Charge Cards (American Express/JCB)
1300 363 614
• Debit Cards (Cheque/Savings Accounts)
1800 039 025
NOTE: Calls to 1800 numbers from a mobile phone will incur normal mobile phone charges.
1.3 Authorisation
Your terminal is designed to automatically seek authorisation from the cardholder’s Card
Issuer while processing an electronic transaction. Authorisation confirms that the card
number is a valid card number and that there are sufficient funds in the account. Despite a
transaction being ‘authorised’, the merchant bears the risk that the customer is not the
true cardholder.
NOTE: • Authorisation of the transaction does not mean that the true cardholder has authorised
the transaction
• Authorisation does not protect the merchant from chargebacks
• ANZ cannot guarantee that a transaction has been conducted by the true cardholder.
Authorisation Declined
Where an Authorisation is declined, please seek an alternative method of payment. If the
customer cannot pay, the goods should be reclaimed. For goods that cannot be reclaimed
(e.g. food items, petrol etc.), request photographic identification such as a Driver’s Licence
or take a description of the person and arrange with the customer to provide an
alternative method of payment. If unsuccessful, report the incident to the Police.
1.4 Floor Limits
A Floor Limit is a dollar amount set for a particular type of card transaction processed via
your Merchant Facility. Please note that Floor Limits relate to all transactions. Your Letter
Of Offer outlines all Authorised Floor Limits that are specific to your business. As some of
these limits are specific to your business or industry, please insert these Authorised Floor
Limits in the appropriate spaces provided.
Authorised Floor Limits
Credit Card Floor Limits (including Visa and MasterCard Debit Transactions)
Manual (Imprinter):
Electronic Fallback:
Internet:
$0
Mail Order & Telephone Order:
$0
All Other Electronic Transactions: $0
Please insert your Authorised Floor Limit
Please insert your Authorised Floor Limit
NOTE: Please refer to your Merchant Agreement for further information on Floor Limits that apply to
Manual Imprinter and Electronic Fallback.
Debit Card Floor Limits (not including Visa and MasterCard Transactions)
• All Merchants cash/combined purchase/cash $0
• Service stations, taxis/limousines, liquor and convenience stores $60
• Supermarkets $200
• All Other $100
Charge Card Floor Limits
Diners Club: ______________________ American Express: ______________________
NOTE: A $0 Floor Limit applies to all Hand key Mail/Telephone Order and eCommerce transactions
(refer to section 14 and 15 of this guide).
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Authorisation does not amount to verification that the transaction is genuine nor does it
authenticate the customer.
For transactions over the Authorised Floor Limit, you must phone the Authorisation Centre
using the phone numbers outlined in section 1.2 to verify if the account has sufficient
funds available to cover the transaction. If approval is not obtained for transactions above
your Authorised Floor Limit, you risk the transaction being charged back.
When you contact the Authorisation Centre, a transaction will be ‘approved’ or ‘declined’.
If declined, please advise the customer to contact the Card Issuer and seek an alternative
method of payment.
NOTE: An alpha character may be provided as part of the approval code. Select the numeric key
corresponding to the alpha character and press ‘▼’ to scroll through options. Example: if character ‘C’
is required, select number ‘2’ on the terminal and press the ‘▼’ key until you scroll to character ‘C’,
then press ENTER.
NOTE: A transaction may still be charged back despite being authorised by the Authorisation
Centre.
Retain Card
If the Card Issuer has cancelled the card, the Authorisation Centre may ask that you try to
retain the card.
1.5 Change of Business Details
The General Conditions describes various situations in which you must notify us of a
change to your circumstances.
Please visit anz.com/merchantconnect to complete and submit the respective form or
contact ANZ Merchant Services on 1800 039 025 if there are any changes to your:
• Business name and/or address
• Business type or activities including changes in the nature or mode of operation of
your business
• Mailing address
• Ownership
• Bank/branch banking details
• Telephone or fax numbers
• Industry
• Email address
Should your business be sold, cease to trade or no longer require an ANZ Merchant Facility,
please contact ANZ Merchant Services immediately on 1800 039 025.
The ANZ Merchant Services General Conditions sets out your obligations when your
business is sold, ceases to trade or no longer requires an ANZ Merchant Facility.
You must ensure that all stationery, promotional material, Transaction Vouchers, Card
Imprinters and equipment (including Electronic Terminals) are returned to ANZ based on
the closure instructions provided by ANZ Merchant Services.
2. Cards You Can Accept
Credit Cards
Cardholders can use credit cards (MasterCard® and Visa) to access their credit card
accounts. Cardholders can also access cheque and savings accounts where those accounts
are linked to the credit card.
Cardholders can access these accounts through an ANZ terminal using their PIN (Personal
Identification Number) and in certain circumstances, their signature. Cardholders can also
use Contactless cards to make the purchase by tapping the contactless cards on terminal’s
contactless reader. For contactless transactions under a certain purchase value, PIN or
signature may not be required to verify a transaction.
Debit Cards
Cardholders possessing a debit card will use a PIN for verification in most circumstances.
Cardholders can also use contactless cards by tapping the cards on the terminal’s
contactless reader. For contactless transactions under or equal to the certain purchase
value (AUD $100.00), PIN or signature may not be required to verify a transaction.
NOTE: Debit Cards are not allowed to process Electronic Fallback, Paper Voucher or Manual
transactions unless Authorisation has been obtained (refer to section 1.4 Floor Limits).
NOTE: Pre-authorisation transactions still require you to swipe or insert the customer’s contactless
debit cards (Card schemes-issued) and credit cards in order to complete the transaction. You are
unable to tap the customer’s contactless card to complete these transactions.
Charge Cards
Processing charge cards is essentially the same as processing credit card transactions. To
accept charge cards, you must have an agreement with the charge card Issuer (eg. Diners
Club, American Express and JCB).
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NOTE: It is the authorised merchant’s responsibility to ensure that the Merchant Facility is returned.
Failure to do so, may result in the continual charge of Terminal Rental Fees until all equipment is
returned in accordance with condition 16(iv) of the ANZ Merchant Services General Conditions.
3. Merchant Cards
You have been provided with two different types of Merchant Cards. These are designed
to assist you with different tasks, including processing Manual Paper Voucher Transactions.
It is your responsibility to always keep your Merchant Cards in a safe place, and ensure only
authorised staff have access to these cards. Unauthorised access to these cards can result
in unauthorised refunds via your merchant facility resulting in theft from your business.
It is important that the correct cards are used at all times.
Replacement Merchant Cards can be ordered from ANZ Merchant Services on 1800 039 025
by the authorised person from your business.
EFTPOS Merchant Card ( Terminal ID card)
• To exit Security Mode, swipe through Magnetic Stripe
Card Reader
•
To imprint your manual EFTPOS Merchant Summary
Vouchers for cheque and savings Transactions
•
As reference for your Terminal Identification
Number (TID).
Merchant Summary Card (Merchant ID Card)
Your Merchant Summary Card is required when you
imprint your Merchant Summary Voucher for Manual
Credit Card Transactions and as a reference for your ANZ
Merchant Identification Number (MID).
4. Equipment Maintenance
It is your responsibility to provide a clean operating environment for your terminal. Liquids
and dust may damage the terminal components and can prevent it from operating. To
order a Magnetic Stripe Card Reader Cleaner, please visit www.anz.com/merchantconnect
or contact ANZ Merchant Services on 1800 039 025.
To prevent fire, it is highly recommended you inspect the terminal power units and cord
regularly. If any damaged power units and cord found on your terminal, please contact
ANZ Merchant Services on 1800 039 025 for assistance. It is important to clean your
terminal regularly to maintain its operating efficiency as you may be charged if it is
damaged. The terminal and screen may be wiped clean using a damp cloth. Do not use
abrasive materials. Use a soft brush to keep the keypad dust-free.
NOTE: • Please do not tamper with or remove the terminal housing.
• Do not place the stickers on the terminals.
• Do not disconnect your terminal’s power supply or communication line unless instructed
to do so by ANZ Merchant Services.
You have been supplied with an initial stock of stationery including:
• 25 x Credit Card Summary Envelopes
• 25 x Credit Card Sales Vouchers
• 25 x Credit Card Refund Vouchers
• 25 x Merchant Summary Vouchers
• 25 x Cheque/Savings Summary Envelopes
• 25 x Cheque/Savings Sales Vouchers
• 25 x Cheque/Savings Refund Vouchers
• 25 x EFTPOS Summary Vouchers
• Magnetic Stripe Card Reader Cleaner
To re-order stationery, please visit www.anz.com/merchantconnect or contact
ANZ Merchant Services on 1800 039 025. Please note that you are only allowed to use the
stationery approved by ANZ.
6. Fraud Minimisation
Before commencing any transactions, please take time to read through the Fraud
Minimisation, Data Security and Chargeback guide at ANZ.com for further, detailed, fraud
information to assist you in protecting your business.
6.1 Card Present Card Checklist
How to Safeguard Against Fraud:
• Do not let anyone service or remove your terminal without viewing proper
identification
• Do not allow equipment to be used by unauthorised persons
• Keep Merchant Cards secure from unauthorised use
• Do not divulge cardholder information (e.g. card names or numbers)
• Retain the card until you have completed the security checks and obtained
Authorisation for the Transaction
• Do not locate your terminal under a security camera or any other CCTV device
Be alert for customers acting suspicious or who
• Appear nervous, overly talkative or in a hurry
• Arrive on closing time
• Try to rush you or distract you
• Carry the card loose or by itself
• Have no means of identification
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5. Stationery
• Make numerous purchases under your Authorised Floor Limit
• Make purchases without regard to size, quality or price of goods
• Ask to split transactions into smaller amounts
• Ask for transactions to be manually entered
• Sign the Voucher or Transaction Voucher slowly or unnaturally
What to do if you are suspicious of a transaction
• Ask for photographic identification (e.g. Driver’s Licence or passport) and ensure that
the details match the cardholder’s name. Record the details on your copy of the
Transaction Voucher.
• For MasterCard and Visa transactions, call the Authorisation Centre on 1800 999 205
(select option 2).
• You may be asked a series of ‘YES’ or ‘NO’ questions to help the operator determine
whether you should proceed with the transaction.
Remember:
• Don’t risk it: If you remain suspicious about the transactions, refund the credit
transaction and ask your customer for a direct deposit or some other form of payment
(particularly for large value sales)
• Seek to retain the card until you have completed the security checks and obtained
authorisation for the Transaction.
NOTE: Never place yourself at risk - your safety comes first.
Please report all fraudulent activities to the Police immediately.
Split Ticket Transactions
A transaction may be deemed invalid and charged back to you if, in ANZ’s reasonable
opinion, it relates to one or more purchases made in the same merchant establishment
which have been split into two or more transactions.
Chip Card Processing
Chip Cards are MasterCard® and Visa® (credit and debit) cards that are embedded with a
security microchip that provides further protection to assist in decreasing the risk of
fraudulent transactions and chargeback disputes. Look at the card and if there is a chip,
always insert the card into the chip reader at the first instance.
As with any other transaction, a degree of caution must also be exhibited when processing
chip card transactions.
If:
• The terminal displays “Insert Chip” when the card is swiped through the terminal and
the card in question does not have a chip on it, do not proceed with the transaction
• The terminal displays “Insert Chip” and the chip, when inserted, cannot be read by the
terminal, do not proceed with the transaction.
A trained supervisor will request the card number, then ask the staff member concerned a
number of Yes/No questions that will assist in determining whether or not the credit card
is genuine.
6.2 Fraud Minimisation for Credit Cards
Before commencing any Transaction
Check:
• Confirm that you are authorised to accept that particular card
• Check whether the card appears damaged or altered
Check on the front of the card that:
• Ensure that the name on the card is appropriate to the customer. Identity theft may
have occurred if you are presented with a card containing the name of a cartoon
character, a feminine name on a card presented by a male or other questionable
scenario
• The printing on the card should look professional
• The card must have current validity dates (a card can only be used from the first day of
the ‘valid from’ month to the last day of the ‘until end’ month)
• Cards should look 3-dimensional and contain familiar security features such as a
hologram, signature panel and CVC2 (explanation to follow). It should not appear
suspicious or be made of inferior material
Embossed Cards:
• The cardholder name and number should be raised and not flattened (unless it is a
genuine unembossed card)
• The first four digits of the embossed number must match the pre-printed four digits on
the card
• The embossing should be clear and even
Unembossed Cards:
• A cardholder name may or may not be included
• Can be used for electronic Transactions only
• The cardholder name and number are printed rather than raised
Check the signature during the transaction:
• A signature should appear within the signature panel on the card
• The signature or signature panel should not appear to have been altered
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If a customer has presented a card that has resulted in one of the above situations and
subsequently produces another card, before deciding whether or not to proceed with
the transaction, the staff member should contact ANZ to perform an “Extension 500 call”
(refer to “Extension 500 / Code 10 calls” below) on 1800 999 205, and select Option 1 Suspicious Transactions.
• The customer’s signature on the Transaction Voucher should match the signature on
the card if a PIN is not used.
Card Validation Code (CVC2):
The Card Validation security feature is activated in all ANZ POS Plus 2 Terminals when
processing Mail Order and Telephone Order Transactions. To activate the CVC2 for other
transactions please contact ANZ Merchant Services on 1800 039 025.
If activated, a new screen will appear
when processing financial transactions.
Turn the cardholder’s credit card over
and locate the last 3-digits of the
number printed on the signature
panel. If the transaction is initiated via
mail, telephone or Internet, instruct
the cardholder to locate and quote the
3-digits on the signature panel.
Card Validation Code
Terminal Display
At this display screen, key in the Validation
Code then press Enter.
VERIFICATION NO?
NOTE: American Express cards have a four digit code
located on the front of the card. Diners Club cards have a
three digit code on the reverse of the signature panel.
If the Card Validation Code has been bypassed (only pressed ENTER rather than entering
CVC) the following screen will be displayed:
INDICATOR?
Value
0
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Description
CCV is deliberately bypassed or is not provided by the card acceptor
CCV is on the card but is illegible
Cardholder states that the card has no CCV imprint
When the transaction has been processed, check:
• The card number details against those printed on the Transaction Record
• The trading name and address details are correct
• Ensure that ‘Approved’ or an approval number/code is printed on the Transaction
Record
6.3 Fraud Minimisation for Debit Cards
The following procedures are vital in helping you identify and minimise fraudulent debit
card transactions via your ANZ Merchant Facility.
Debit transactions are to be processed by inserting or swiping the presented card and
having the customer enter their PIN or, in certain circumstances, their signature.
6.4 Cards Left at Premises
From time to time customers may accidentally leave their debit or credit cards behind at
your premises. To ensure any potential fraud is minimised and to better align with broader
industry practices, a change to existing handling process is required.
Upon discovering a card left at your premises, you are to perform the following tasks:
• Retain the card in a safe place for a period of up to two business days;
• Hand the card to the customer claiming the card only after having established the
claimant’s identity by comparing signatures; and
• If the requisite two business days have passed, destroy the card
• Should the cardholder enquire about their missing card, instruct them to contact their
issuing institution.
7. Handling Cardholder information securely & PCI DSS
You are responsible for the security of all cardholder and Transaction information you
receive, process or store.
Businesses store credit card details for various purposes. While sometimes this is necessary
to support legitimate business practices, storage of card data can lead to theft of customer
information and significant impact to your business. ANZ recommends that card data is
never stored on your systems.
If your business accepts MOTO (Mail Order/Telephone Order), eCommerce,
Pre-Authorisation, Manual or Recurring transactions, you must ensure all cardholder data
and transaction records are received, processed and stored in compliance with the
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The following values are expected for the card check indicator:
Payment Card Industry Data Security Standard (PCI DSS).
If you need to process MOTO, eCommerce or recurring transactions regularly, talk to ANZ about
our secure eCommerce payment solutions. Using a secure eCommerce solution, like a Bankhosted payment page or PCI-compliant payment gateway, can remove most of the
requirements for your business to store or handle card data directly, ensuring enhanced security
for your business.
7.1 PCI DSS – Payment Card Industry Data Security Standard
The PCI DSS is a global security standard developed by Visa, MasterCard, AMEX and other
card schemes to ensure consistent security standards for all organisations that store,
process or transmit Cardholder information. Visa and MasterCard require all ANZ
merchants to be compliant with PCI DSS.
PCI DSS covers the following principles:
• Build and Maintain a Secure Network
• Protect Cardholder Data
• Maintain a Vulnerability Management Program
• Implement Strong Access Control Measures
• Regularly Monitor and Test Networks
• Maintain an Information Security Policy
What are the benefits of PCI DSS compliance?
PCI DSS compliance assists your business in protecting Payment Card data and minimising
risk of theft of Cardholder information or compromise of your business systems.
Maintaining a PCI DSS compliance program helps your business identify potential
vulnerabilities and may reduce the financial penalties and remediation costs from a data
breach.
Validating PCI DSS Compliance
To validate compliance with PCI DSS, your business must complete the following validation
tasks:
1) Annual PCI DSS Assessment
The Self-Assessment Questionnaire (SAQ) is a free assessment tool used to assess
compliance with the PCI DSS standards. There are 4 different SAQs, covering a variety
of payment processing environments, available to download from the PCI SSC website
at: https://www.pcisecuritystandards.org/merchants/self_assessment_form.php
Compliance assessments may also be performed by completing an onsite audit with
an independent PCI approved Qualified Security Assessor (QSA). PCI maintains a list
of PCI approved QSAs at: https://www.pcisecuritystandards.org/approved_
companies_providers/index.php
2) Quarterly Network Vulnerability Scans
If your business accepts payments via the Internet, or has any electronic storage of
Cardholder or transaction information, then Quarterly Network Vulnerability
An external vulnerability scan enables your business to assess your level of security
from potential external threats.
PCI-Approved scanning tools are used to generate traffic that tests your network
equipment, hosts, and applications for known vulnerabilities; the scan is intended to
identify such vulnerabilities so they can be corrected.
ANZ provides a complimentary PCI DSS Compliance Program to our merchants, including
PCI-approved Network Vulnerability Scanning – please email pcicompliance@anz.com or
contact ANZ on 1800 039 025 to request access to our PCI DSS program.
7.2 Securing Transaction Records
In general, no cardholder data should be stored unless it is strictly for use within the
business and absolutely necessary.
However, if you have authority from ANZ to process mail order / telephone order,
eCommerce, recurring or manual payments you may be required to store cardholder data
and Transaction records. Please ensure all paper and electronic records containing
cardholder data are secured, (e.g. locked filing cabinet) these may include: MOTO order
forms, merchant copies of manual transactions, cardholder records for recurring or
pre-authorisation transactions.
Where storage of cardholder data is required, you must ensure both the type of cardholder
data retained, and the method used to store it is compliant with PCI DSS and ANZ
requirements.
Here are a few simple guidelines:
• Never email Credit Card numbers or request your customers provide their Credit Card
number by email.
• Ensure that you process eCommerce transactions with security codes (CVV2/CVC2), but
do not store these codes after they have been authorised.
• Keep cardholder data storage to a minimum, only what is necessary for business or
legal needs
• Once a transaction is processed, obscure all digits except the first 6 and last 4 digits of
the Credit Card Number (e.g. 1234 56XX XXXX 7890) on all paper and electronic records
• Store cardholder data in a secure environment with strict controls and restricted access
• Use strong passwords which are changed at least every 90 days for all administrator
roles and users with access to your customer’s card details
• Avoid storing cardholder data on PC’s, laptops or mobile phones
• Do not store your customer’s card details online or unencrypted on your computer
• Securely dispose of cardholder data as soon as its use has expired. PCI DSS
recommends shredding, pulping, incinerating or other methods which make it
impossible to reconstruct the cardholder data. ANZ requires you keep transaction
records for 30 months minimum.
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Scanning is required to ensure compliance with PCI DSS.
Under no circumstances should sensitive information be stored; this information includes
security codes (CVV2, CVC2), PIN or magnetic stripe data.
The following sources provide guidance on card data storage:
The General Conditions – see Section 14 ‘Information collection, storage and disposal’
For more information, visit the PCI Security Standards Council website at
https://www.pcisecuritystandards.org/index.shtml
8. Errors and Disputes
A Return and Correction (R&C) refers to a Voucher from a debit or credit card transaction
that cannot be processed. Consequently the Transaction is debited from your bank
account and then the Voucher is returned to you for correction.
8.1 Typical Causes of Return and Corrections
• Incorrect Vouchers used and incorrect additions on Merchant Summary Vouchers
• Incomplete information e.g. card imprint cannot be read on the Voucher
• Banking of Vouchers from other card schemes eg. American Express
When you receive a R&C, an explanation will be given as to why it cannot be processed.
Make sure you rectify the problem before re-submitting the Voucher for processing.
Please ensure that the corrected Vouchers are submitted as soon as possible to ensure that
the Issuing Bank does not reject them as a result of being banked out of time.
8.2 Chargebacks
A Chargeback is the term used for debiting a merchant’s bank account with the amount of
a transaction that had previously been credited. Chargebacks can have a financial impact
on your business. It is important that you are fully aware of your obligations, the processes
involved and possible outcomes. Please take time to carefully read the Fraud Minimisation,
Data Security and Chargeback guide at ANZ.com.
Please refer to the General Conditions. You may be charged back for the value of a credit or
debit (Card schemes-issued) card sale where you have failed to follow the Bank’s
procedures as stated in this Merchant Operating Guide or in the General Conditions.
NOTE: You must securely retain information about a transaction whether processed manually or
electronically for a period of 30 months from the date of the transaction or such other period
required by Law or notified by ANZ.
Chargebacks can occur for a number of reasons including a scenario where a Cardholder
or their issuing bank justifiably disputes liability for the Transaction for any reason or
where the Merchant fails to comply with its obligations under the Merchant Agreement in
connection with the Transaction.
A Chargeback will also occur if a Retrieval Request is left unanswered or returned out of
time by the merchant or if the supporting documentation supplied to the issuing bank is
not acceptable. In most cases, the value of the disputed Transaction will be automatically
Common reasons for Chargebacks:
• Processing errors
• Unauthorised use of a card
• No signature on the receipt
• Unauthorised Transactions
• Invalid card account number
• Transaction exceeds floor limit
• Card details not imprinted on the sales voucher
• Incorrect Transaction amount
• Expired card
• Transactions performed on a lost or stolen card
• Illegible details on the sales voucher
• Failing to respond to a retrieval request
• Merchandise not received by purchaser or wrong goods sent.
NOTE: The examples given above are not an exhaustive list of the circumstances in which a
transaction may be charged back to you. Please refer to the General Conditions of your Merchant
Agreement for further information on Chargebacks.
If you need assistance understanding a particular Return and Correction or Chargeback,
please contact ANZ Merchant Services on 1800 039 025 (24 hours a day, 7 days a week).
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debited from the merchant’s account.
9. ANZ POS Plus 2
This Merchant Operating Guide provides important information about processing debit
and credit card transactions using your ANZ POS Plus 2 terminal by showing the terminal
screen displays. It also contains the information on cards you can accept, ways to reduce
fraud and what to do if errors or disputes are incurred (please refer to section 6 and section
8) . ANZ strongly recommends that you follow the security checks and procedures in this
guide to assist in identifying and minimising fraudulent, invalid or unacceptable
transactions.
This terminal is designed to accept payment using Magnetic Stripe, Chip and Contactless
Cards. Please take time to read it thoroughly and ensure that your staff read it too.
9.1 Terminal Features
Magnetic Stripe
Card Reader
Contactless
Status Lights
Contactless Card
Reader
Soft-function keys
Function key
ENTER key
CANCEL key
CLEAR key
Chip Card
Reader
The ANZ POS Plus 2 terminal incorporates a large colour graphic screen, 18 function keys,
a Magnetic Stripe Card Reader, a Chip Card Reader and a built-in Contactless Card Reader.
SOFT-FUNCTION KEYS
These soft-function keys allow you to access the particular account type required.
NUMBER KEYS (Black)
Use the number keys to enter in the card details when the hand key function is required.
ENTER (Green)
The ENTER Key confirms that all values and details (including signatures and PINs) are
correct in the EFT portion of the purchase, cash-out (refer to section 10 and 11) and Refund
Transactions (refer to section 12). It is also used to confirm that the transaction can be sent
to the Bank for verification and approval.
CANCEL (Red)
The CANCEL key is used to cancel the current function and return the terminal to the idle
state
CLEAR (Yellow)
Press the CLEAR key to correct any invalid data entry.
Func (Black)
Use the Func key to access the terminals function menus and Manual hand key processing.
9.3 Card Reader
Magnetic Stripe Card Reader
The card can be read via the Magnetic Stripe
Card Reader located on the right hand side of
the terminal.
The card can be read by swiping from the top
to the bottom of the terminal (or vice versa),
with the magnetic stripe facing down towards
the terminal.
Use a regular movement to ensure a reliable
card reading.
18–19
9.2 Terminal Keypad
Chip Card Reader
Insert the Chip Card horizontally into the bottom
of the terminal with the metal chip facing
upwards. Leave the Chip Card in this position
throughout the transaction.
The Chip card can be removed from the terminal
when signature verification is required or as
instructed by the terminal.
Contactless Card Reader
Tap the contactless-enabled card within 4cm
of the main screen on the ANZ Contactless
Terminal until you hear the long “Beep” and four
lights illuminated above the ANZ logo on the top
of the terminal then follow the terminal prompts
to complete the transaction.
20–21
9.4 How to install ANZ POS Plus 2 terminal
Connect to
your terminal
USB cable
Connect to
your PC
Serial cable
Connect to
your PC
Connect to
your terminal
For new terminal installation, please contact your IT support team or Point of Sale Vendor
for new installation instructions before you follow the below steps.
Please plug in the terminal using one of the two connections above, once the terminal is
connected, please follow the below instruction when installing your terminal.
Press the Func key.
FUNCTION
CONFIGURE
TERMINAL COMMS?
Key in 11112227 then press ENTER.
Press ENTER.
COM0
SERIAL PORT
USB SLAVE
USB ->RS232
Press <▼> key or <▲> key to cycle between
the COM0 and USB connections.
NOTE: COM0 to be selected for Serial cable and USB Slave
to be selected for USB cable.
PROTOCOL
ASYNC DLE 9600
VLI 38400
VLI 38400
ADVANCED
PROCESSING
PLEASE WAIT
CONFIG REQUIRED
FUNCTION?
SWIPE
MERCHANT CARD
Press ENTER.
The terminal status is displayed.
The terminal display “ CONFIG REQUIRED”.
Press Func Key.
Key in 9905 then press ENTER, ENTER.
Swipe your EFTPOS Merchant Card (please refer to
section 3 for more information).
NOTE: If you do not have this, press <CLEAR> and manually
key in the Terminal ID, then press <ENTER> .
COMMS MODE
1-DIAL-UP CNP
Press ENTER.
CONNECTION
1-STAND ALONE
Press ENTER.
Press ENTER.
TMS LINE SPEED?
3-14400
Press ENTER.
PRE/POST DIAL?
1-PRE - DIAL
Press ENTER.
DIAL MODE?
1-TONE
Press ENTER.
Press ENTER.
PABX?
0
If a 0 is required for an outside line, please ensure this
is shown on this screen, otherwise press ENTER.
HOST PHONE NO?
1800XXXXXX
Press ENTER.
TMS PHONE NO?
1800XXXXXX
Press ENTER.
QUICK DIAL?
1-ON
Press ENTER.
TMS NII?
XXX
Press ENTER.
ANZ SHA?
48XXXXXXX
Press ENTER.
22–23
ANZ LINE SPEED?
1-1200
TMS REQUIRED
The terminal returns to the main screen and displays
a “TMS REQUIRED” message.
TMS Logon
TMS REQUIRED
This screen is displayed if the terminal is required
to log on to TMS.
FUNCTION?
TMS LOGON?
ENTER OR CLEAR
TMS ACTION
CONNECTING
TMS ACTION
LOGON
TMS ACTION
PLEASE WAIT
\
Press Func Key and key in 2468 then press ENTER.
Press ENTER.
Terminal status is displayed.
This screen is displayed when TMS logon is
successful.
INIT REQUIRED
Once the TMS LOGON is successful, please press
ENTER to return to the main screen. This screen is
then displayed with an “INIT REQUIRED” message.
Terminal Initialisation
INIT REQUIRED
This screen is displayed if the terminal is required
to initialise.
FUNCTION?
Press Func Key and key in 87 then press ENTER,
ENTER.
REMOTE INIT?
ENTER OR CLEAR
Press ENTER.
REMOTE INIT
IN PROGRESS
INITIALISING
PLEASE WAIT
REMOTE INIT
IN PROGRESS
Terminal status is displayed.
24–25
TMS LOGON
SUCCESSFUL
INITIALISING
PLEASE WAIT
The terminal has completed the initialisation and
returns back to the main screen.
NOTE: If the screen does not display “Initialising Please Wait”, please contact ANZ Merchant Services
on 1800 039 025 for further assistance. If you have an activation/reference number, please have the
number handy.
10. Processing a Sale
10.1 How to Process a Cheque or Savings Purchase using a Magnetic Stripe Card
or Chip Card
Please refer to your Point of Sale (POS) manual to
initiate a purchase transaction.
Perform card security checks, please refer to section
6 Fraud Minimisation for further information.
Insert or Swipe cardholder’s card. Chip Cards are
to be inserted and left in the Chip Card Reader.
Magnetic Stripe Cards are to be swiped through
the Magnetic Stripe Card Reader.
SELECT ACCOUNT
SAV CR
Select Account
Press <-> key for cheque account or
< ▼ > key for savings account.
OR
PLEASE SELECT
PRESS 1
VISA DEBIT
PRESS 2
EFTPOS SAV
PRESS 3
EFTPOS CHQ
Select Application*
Press the number on the keypad to make
selection or scroll and press ENTER to select.
*Application names and order can vary
depending on the Card that is used.
CHEQUE ACCOUNT
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
The selected account is displayed.
Have the cardholder enter their PIN then press
ENTER.
The terminal status is displayed.
Please ensure that you check for approval of the
transaction before completing the sale. Your POS
system should now print your transaction record. If
the transaction is declined, the terminal will display
an error message outlining the reason (please refer
to section 17).
10.2 How to Process a Credit Purchase Transaction using a Magnetic Stripe Card or Chip Card
The process below provides a sample of a typical Magnetic Strip or chip-based transaction.
Please be aware that there may be variances in the transaction flow based on the card
configuration chosen by the Card Issuer. Please ensure the terminal prompts are followed at all
times and the cardholder is requested to interact with the terminal whenever applicable.
Please refer to your Point of Sale (POS) manual to
initiate a Purchase transaction.
26–27
CHQ
Perform card security checks, please refer to section
6 Fraud Minimisation for further information on the
card security checks.
Insert or Swipe cardholder’s card. Chip Cards are to
be inserted and left in the Chip Card Reader.
Magnetic Stripe Cards are to be swiped through the
Magnetic Stripe Card Reader.
CHQ
SELECT ACCOUNT
SAV CR
OR
PLEASE SELECT
PRESS 1
VISA DEBIT
Select Account
PRESS 2
EFTPOS SAV
Press <▲> key for credit account.
PRESS 3
EFTPOS CHQ
Select Application*
Press the number 1 on the keypad to make
selection or scroll and press ENTER to select.
*Application names and order can vary
depending on the Card that is used.
CREDIT ACCOUNT
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
The selected account is displayed.
Have the cardholder enter their PIN then press
ENTER.
The terminal status is displayed.
If the transaction is approved, this screen is displayed
and the Point of Sale system prints a customer copy.
Please check for approval of the transaction before
completing the sale. If rejected, the terminal displays
an error message outlining the reason. Notify the
customer, advise them to contact their Card Issuer
and seek an alternative form of payment. If the
transaction is rejected, the POS system will print a
second merchant transaction record with
“DECLINED TL” and “SIGNATURE ERROR” printed on
the bottom of the receipt. No signatures are required.
28–29
Signature Authorisation
The preferred method of card payment authorisation in Australia is PIN. However, in
certain circumstances the terminal will prompt for a signature. In these cases, the terminal
will display the following screens:
Press ENTER here to bypass PIN for a signature.
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
SIGNATURE
REQUIRED
NOTE: Only some cards will allow the terminal to bypass
PIN. If only PIN is accepted, then the terminal will beep and
this screen will remain until a PIN is entered.
The terminal status is displayed.
The POS system prints a signature record. Have the
customer sign this and compare it to the signature on
the reverse of the customer’s card.
SIGNATURE
VERIFIED?
For a Magnetic Stripe transaction, this screen will be
displayed. If the signatures match, select YES on your
Point of Sale system. If they do not, select NO to
decline the transaction.
REMOVE CARD
SIGNATURE
VERIFIED?
For a Chip Card transaction, this screen will be
prompted to and please remove the card from the
terminal. If the signatures match, select YES on your
Point of Sale system. If they don’t match, select NO to
decline the transaction.
NOTE: If YES or NO are not pressed within one minute on your Point of Sale System, the transaction is
assumed to be approved and the terminal will return to the start screen.
TRANSACTION
APPROVED
If the transaction is approved, this screen is displayed
and the Point of Sale system prints a customer copy.
Please check for approval of the transaction before
completing the sale. If rejected, the terminal displays
an error message outlining the reason. Notify the
customer, advise them to contact their Card Issuer
and seek an alternative form of payment. If the
transaction is rejected, the POS system will print a
second merchant transaction record with
“DECLINED TL” and “SIGNATURE ERROR” printed on
the bottom of the receipt. No signatures are required.
Additional Screens Associated with a Chip Card Transaction
Alternative screens that you may also see during a chip Transaction are as follows:
REMOVE CARD
INSERT CARD
This screen is displayed if the card needs to be
removed from the terminal.
The terminal requires the Chip Card to be inserted
during the transaction.
CHIP CARD NOT
SUPPORTED
Displays when there are no applications on the Chip
Card supported by the terminal. If magnetic stripe
fallback is supported the terminal will prompt to
swipe the card.
SWIPE CARD
Remove the card from the Chip Reader and swipe it
through the Magnetic Stripe Card Reader.
SELECT APP
VISA CREDIT 1
VISA DEBIT 1
USE APPLICATION?
ANZSmartPay
This screen is for application selection on the chip cards
that contain two or more applications from the same
card scheme (e.g. Visa, MasterCard, Amex, etc.).
The cardholder presses ENTER to confirm application
selection.
ENTER=YES CLR=NO
REMOVE CARD
SIGNATURE
VERIFIED?
Remove the card from the terminal and compare it to
the signature on the signature record. If the
signatures match, press ENTER. If not, press the
CANCEL or CLEAR key to abort the Transaction.
10.3 How to Process a Purchase Transaction using a Contactless Card
Please refer to your Point of Sale (POS) manual to
initiate a purchase transaction.
Please ask the cardholder to tap their Contactless
Card on the terminal screen.
APPROVED
TRANSACTION
APPROVED
If the transaction is approved, this screen displays
and the Point of Sale system prints a customer copy.
Please check for approval of the transaction before
completing the sale. If rejected, the terminal displays
an error message outlining the reason. Notify the
customer, advise them to contact their Card Issuer
and seek an alternative form of payment.
Additional Screens Associated with a Contactless Card Transaction
Alternative screens that you may also see during a Contactless Transaction are as follows:
$105.00 KEY PIN
CONTACTLESS NOT
AVAILABLE
SWIPE OR
INSERT CARD
Have the cardholder enter their PIN if known then
press ENTER or if the card allows just press ENTER.
This screen displays If the contactless interface is not
available. The transaction should be completed by
swiping or inserting the chip card.
The terminal requires the Chip Card to be inserted
and left in the Chip Card Reader during the
transaction or swiped through the Magnetic Stripe
Card Reader.
SIGNATURE
REQUIRED
Have the customer sign the merchant copy.
SIGNATURE
VERIFIED?
If the signatures match, select YES on your Point of
Sale system. If they do not, select NO to decline the
transaction.
30–31
Perform card security checks, please refer to section
6 Fraud Minimisation for further information on the
card security checks.
11. Processing a Cash-out Only Transaction
Customers may request Cash-out (with or without making a purchase) by debiting their
Cheque or Savings account.
Cash-out is only available if this transaction type has been enabled on the terminal
otherwise the option will not appear on the display. To request this option, you must call
ANZ Merchant Services. If the Cash-out is enabled on the terminal, the Cash-out
transaction can only be processed when the terminal is online and an approved
authorisation has been received from the issuing bank for this transaction.
Please note that the Cash-out is not available for contactless transactions.
Please refer to your Point of Sale (POS) manual to
initiate a Cash-out only transaction.
SWIPE OR
INSERT CARD
Perform card security checks, please refer to section
6 Fraud Minimisation for further information on the
card security checks.
Insert or Swipe the cardholder’s card. Chip Cards are
to be inserted and left in the Chip Card Reader.
Magnetic Stripe Cards are to be swiped through the
Magnetic Stripe Card Reader.
CHQ
SELECT ACCOUNT
SAV CR
Select Account
Select the appropriate account type
(<-> key for cheque or < ▼ > key for
savings).
OR
PLEASE SELECT
PRESS 1
VISA DEBIT
PRESS 2
EFTPOS SAV
PRESS 3
EFTPOS CHQ
Select Application*
Press the number on the keypad to make
selection or scroll and press ENTER to select.
*Application names and order can vary
depending on the Card that is used.
CHEQUE ACCOUNT
The selected account is displayed.
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
Have the cardholder enter their PIN then press
ENTER.
The terminal status is displayed.
If the transaction is approved, this screen is displayed
and your Point of Sale system will print a customer
copy. Please check for approval of the transaction
before completing the sale. If rejected, the terminal
displays an error message outlining the reason.
Notify the customer, advise them to contact their
Card Issuer and seek an alternative form of payment.
If the transaction is cancelled, the Point of Sale
system will print a second merchant Transaction.
Record with “DECLINED TL” printed on the bottom
of the receipt.
12. Processing a Refund Transaction
Refunds are easy to process if a customer returns goods purchased from you.
For any goods purchased with a card that are accepted for return, or for any services that
are terminated or cancelled, or where any price adjustment is made, you must not make
either any cash-based refund to the cardholder or a refund to another card number. If you
do so, you may be liable for a chargeback claim of the original sales transaction should a
cardholder dispute which results in a debit to your merchant account for the amount of
the relevant “disputed” transaction.
Card schemes require a refund to only be processed on the same card number that was
used in the original sales transaction. Please check the card number from the original
receipt before processing the refund transaction. Refund is only available if this
Transaction type has been enabled on the terminal otherwise the option will not appear
on the display If Refund is not enabled on the terminal, please contact ANZ Merchant
Services on 1800 039 025 for assistance.
NOTE: If a refund transaction is performed on an international card, please advise the cardholder that
the refund amount displayed on their statement may vary from the purchase amount due to the
changes in currency exchange rates. For more information on processing international card
payments, please refer to the ‘Customer Preferred Currency’ section 16.3.
32–33
$10.00 KEY PIN
How to Process a Cheque or Savings Refund Transaction
Please refer to your Point of Sale (POS) manual to
initiate a refund transaction.
Perform card security checks, please refer to section
6 Fraud Minimisation for further information on the
card security checks.
Insert or Swipe the cardholder’s card. Chip Cards are
to be inserted and left in the Chip Card Reader.
Magnetic Stripe Cards are to be swiped through the
Magnetic Stripe Card Reader.
CHQ
SELECT ACCOUNT
SAV CR
OR
PLEASE SELECT
PRESS 1
VISA DEBIT
Select Account
PRESS 2
EFTPOS SAV
Press <-> key for cheque or < ▼ >
key for savings.
PRESS 3
EFTPOS CHQ
Select Application*
Press the number on the keypad to make
selection or scroll and press ENTER to select.
*Application names and order can vary
depending on the Card that is used.
CHEQUE ACCOUNT
$10.00 KEY PIN
The selected account is displayed.
Have the cardholder enter their PIN then press ENTER.
If the transaction is approved, this screen is displayed
and the Point of Sale system prints a Transaction
Record.
Please check for approval of the transaction before
completing the refund. If rejected, the terminal will
display an error message outlining the reason (please
refer to section 17) . Notify the customer and advise
them to contact their Card Issuer. Please refer to your
Point of Sale system to print a customer copy. Hand
the customer their copy of the Transaction Record
and their card.
How to Process a Credit Refund Transaction – Magnetic Stripe & Chip Card Refunds
Please refer to your Point of Sale (POS) manual to
initiate a refund transaction.
Perform card security checks, please refer to section
6 Fraud Minimisation for further information on the
card security checks.
Insert or Swipe the cardholder’s card. Chip Cards are
to be inserted and left in the Chip Card Reader.
Magnetic Stripe Cards are to be swiped through the
Magnetic Stripe Card Reader.
CHQ
SELECT ACCOUNT
SAV CR
OR
PLEASE SELECT
PRESS 1
VISA DEBIT
Select Account
PRESS 2
EFTPOS SAV
Press < ▲ > key for credit account.
Please note that for contactless
transactions account selection will
not be presented.
PRESS 3
EFTPOS CHQ
Select Application*
Press the number 1 on the keypad to make
selection or scroll and press ENTER to select.
*Application names and order can vary
depending on the Card that is used.
34–35
TRANSACTION
APPROVED
CREDIT ACCOUNT
$10.00 KEY PIN
TRANSACTION
APPROVED
The selected account is displayed.
Have the cardholder enter their PIN then press
ENTER.
If the transaction is approved, the Point of Sale
system will print a customer Transaction Record.
Please check for approval of the transaction before
completing the refund. Hand the customer their copy
of the Transaction Record and their card. If rejected,
the terminal will display an error message outlining
the reason (please refer to section 17). Notify the
customer and advise them to contact their Card Issuer.
Signature Authorisation
The preferred method of card payment authorisation in Australia is PIN. However, in
certain circumstances the terminal will prompt for a signature. In these cases, the terminal
will display the following screens:
Press ENTER here to bypass PIN for a signature.
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
SIGNATURE
REQUIRED
NOTE: Only some cards will allow the terminal to bypass
PIN. If only PIN is accepted, then the terminal will beep and
this screen will remain until a PIN is entered.
The terminal status is displayed.
The POS system prints a signature record. Have the
customer sign this and compare it to the signature on
the reverse of the customer’s card.
SIGNATURE
VERIFIED?
For a Magnetic Stripe transaction, this screen will be
displayed. If the signatures match, select YES on your
Point of Sale system. If they do not, select NO to
decline the transaction.
REMOVE CARD
SIGNATURE
VERIFIED?
For a Chip Card transaction, this screen will be
prompted to and please remove the card from the
terminal. If the signatures match, select YES on your
Point of Sale system. If they don’t match, select NO to
decline the transaction.
TRANSACTION
APPROVED
If the transaction is approved, this screen is displayed
and the Point of Sale system prints a customer copy.
Please check for approval of the transaction before
completing the sale. If rejected, the terminal displays
an error message outlining the reason. Notify the
customer, advise them to contact their Card Issuer
and seek an alternative form of payment. If the
transaction is rejected, the POS system will print a
second merchant transaction record with
“DECLINED TL” and “SIGNATURE ERROR” printed on
the bottom of the receipt. No signatures are required.
How to Process a Credit Refund Transaction – Contactless Card Refund
Please refer to your Point of Sale (POS) manual to
initiate a Refund transaction.
Perform card security checks, please refer to section
6 Fraud Minimisation for further information on the
card security checks.
Please ask the cardholder to tap their Contactless
Card on the terminal screen.
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
Have the cardholder enter their PIN then press
ENTER.
The terminal status is displayed.
36–37
NOTE: If YES or NO are not pressed within one minute on your Point of Sale System, the transaction is
assumed to be approved and the terminal will return to the start screen.
TRANSACTION
APPROVED
If the transaction is approved, the Point of Sale system
will print a customer Transaction Record. Please check
for approval of the transaction before completing the
refund. Hand the customer their copy of the Transaction
Record and their card. If rejected, the terminal will
display an error message outlining the reason (please
refer to section 17). Notify the customer and advise
them to contact their Card Issuer.
Signature Authorisation
The preferred method of card payment authorisation in Australia is PIN. However, in
certain circumstances the terminal will prompt for a signature. In these cases, the terminal
will display the following screens:
Press ENTER here to bypass PIN for a signature.
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
SIGNATURE
REQUIRED
NOTE: Only some cards will allow the terminal to bypass
PIN. If only PIN is accepted, then the terminal will beep and
this screen will remain until a PIN is entered.
The terminal status is displayed.
The POS system prints a signature record. Have the
customer sign this and compare it to the signature on
the reverse of the customer’s card.
SIGNATURE
VERIFIED?
For a Magnetic Stripe transaction, this screen will be
displayed. If the signatures match, select YES on your
Point of Sale system. If they do not, select NO to
decline the transaction.
REMOVE CARD
SIGNATURE
VERIFIED?
For a Chip Card transaction, this screen will be
prompted to and please remove the card from the
terminal. If the signatures match, select YES on your
Point of Sale system. If they don’t match, select NO to
decline the transaction.
NOTE: If YES or NO are not pressed within one minute on your Point of Sale System, the transaction is
assumed to be approved and the terminal will return to the start screen.
TRANSACTION
APPROVED
If the transaction is approved, this screen is displayed
and the Point of Sale system prints a customer copy.
Please check for approval of the transaction before
completing the sale. If rejected, the terminal displays
an error message outlining the reason. Notify the
customer, advise them to contact their Card Issuer and
seek an alternative form of payment. If the transaction
is rejected, the POS system will print a second
merchant transaction record with “DECLINED TL” and
“SIGNATURE ERROR” printed on the bottom of the
receipt. No signatures are required.
Electronic Fallback Processing (EFB) allows you to process transactions using your terminal
when:
• A communications time-out occurs
• The Card Issuer is not available.
The transactions are stored in the terminal and are trickle-fed for processing once the
terminal communications lines are restored. If your terminal is rendered inoperable, you
will be able to continue processing transactions using the Imprinter for Manual Processing
(please refer to section 14.1).
Please note that it is at the Card Issuer’s discretion as to whether they allow transactions
to be processed on that card whilst a terminal is offline. Many Card Issuers do not allow
for processing of cards when a terminal is offline due to the inability to check for a PIN.
You will know the terminal is offline when the following occurs:
• The terminal will request an Authorisation Number before processing a transaction.
You will need to call the appropriate Authorisation Centre for a manual authorisation
• The ‘APPROVED *’ is printed on the Merchant Copy of the Transaction Record.
For each transaction, the terminal will check to see if it is online again. Once online, the
stored transactions will trickle through for processing on the back of other transactions.
The terminal has the capacity to store 100 EFB transactions. For any EFB transactions
attempted thereafter, the terminal will display an “EFB DISALLOWED” message.
If a card is swiped, you MUST phone for Authorisation if an Authorisation Code is
requested via the terminal (refer to section 1.3).
NOTE: The examples given above are not an exhaustive list of the circumstances in which a
transaction may be charged back to you. Please refer to the General Conditions for further
information on Chargebacks.
Please note that when processing a Chip Transaction in Fallback mode, the Chip Card may
choose to decline the Transaction as it may have specific protection software programmed
onto its chip. Please request an alternative method of payment.
How to Process a Cheque, Savings or Credit (including Magnetic Stripe or Chip Card)
Purchase Transaction in EFB
PROCESSING
PLEASE WAIT
For further information on how to initiate a purchase
transaction, please refer to section 10.
Depending on why the terminal has entered EFB
mode, this screen will be displayed following an
online transaction attempt.
38–39
13. Electronic Fallback (EFB) Processing
ENTER AUTH CODE
The terminal is testing its connection to the host.
If it is still offline, the following will be displayed.
If the transaction amount exceeds your EFB Floor
Limit, this screen will be displayed. Phone the
Authorisation Centre. Key in the Authorisation
Number in your Point of Sale (POS) System and press
ENTER. (Please refer to section 1.3 for more
information on gaining Authorisation).
SIGNATURE
REQUIRED
Have the customer sign the merchant copy signature
record and compare it to the signature on the reverse
of the customer’s card. The customer copy is printed.
SIGNATURE
VERIFIED?
If the signatures match, select YES on your Point of
Sale system. If they don’t match, select NO to decline
the transaction.
NOTE: If YES or NO are not pressed within one minute on
your Point of Sale System, the transaction is assumed to be
approved and the terminal will return to the start screen.
TRANSACTION
APPROVED
If the transaction is approved, the Point of Sale
system prints a customer copy. Please check for
approval of the transaction before completing the
sale. If the transaction is cancelled, the Point of Sale
system will print a second Transaction Record. It is
the same as a normal customer receipt where no
signature is required except that “DECLINED TL”
and “SIGNATURE ERROR” are printed on the bottom
of the receipt.
Clearing Electronic Fallback Transactions
This function can only be used when the terminal is online and should be used to force
through EFB transactions before:
• The terminal reaches its limit of approximately 100 stored EFB transactions
• The final online transactions for that day (which means EFB transactions will not
automatically trickle through)
• Terminals are swapped by an ANZ authorised representative to another location in the
same store, for example from one lane to another in a supermarket.
NOTE: Pre-Authorisation, Authorisation Completion and Cancellation of Authorisation transactions
can only be processed when the terminal is online.
When re-connected, EFB transactions will trickle through for processing with other
transactions.
ANZ strongly recommends that you clear all EFB transactions prior to Settlement.
NOTE: If the terminal is rendered inoperable and needs to be swapped out, you will be unable to
clear transactions using the method described below. You MUST call ANZ Merchant Services on 1800
039 025 for advice on how to retrieve and redeem your stored EFB transactions.
Press Func key.
FUNCTION?
EXTRACT 001 EFB
for ANZ
EXTRACT ALL?
ENTER OR CLEAR
SENDING STORED
TXNS TO ANZ
Key in the number ‘88’ and press ENTER.
The terminal displays the number of EFB transactions
stored in the terminal. Press ENTER.
Press ENTER.
The stored EFB transactions are being sent to be
processed.
14. Manual Transaction Processing
14.1 Paper Voucher Processing
If you are unable to process transactions electronically due to terminal failure, please
report the failure to ANZ Merchant Services immediately and obtain authorisation to
process transactions manually. You must not split the transaction and use two or more
sales vouchers to avoid authorisation calls.
NOTE: Use the correct Paper Voucher for the type of card being used and account being accessed.
Please record your Floor Limits in section 1.4 of this guide and obtain authorisation for all
transactions over these Floor Limits.
40–41
An asterisk on the display screen represents a stored
EFB Transaction.
Manually Processing Credit Card Transactions (Embossed Cards Only)
For Purchases
For Refunds
• Perform security checks described in the If a Refund is required on a Transaction that
has not been deposited to ANZ, you must
Fraud Minimisation section of this guide (if obtained) cancel the Authorisation.
(section 6)
Please contact the appropriate
Authorisation Centre (Please refer to
• Imprint the customer’s card onto the
section 1.2).
Sales
Voucher
• Remove the cover sheet and destroy
• Check that the imprinted details are
clear
• Complete the Voucher and enter the
final amount
• Have your customer sign the Voucher
You must only give a Refund by means of a
Transaction Voucher, a Credit Note issued
by you or an exchange of goods and not in
cash or by cheque.
To process a Refund using a Transaction
Voucher (Credit Voucher), you should:
• Perform security checks described in the
Fraud Minimisation section of this guide
(section 6)
• Compare the signature on the Voucher
• Imprint the customer’s card onto the
with that on the card. If the signatures
Credit Voucher (Embossed Cards Only)
match, please call the Authorisation
Centre on 1800 999 205 (select option 2). • Remove the cover sheet and destroy
If they do not match, do not complete
the Transaction and seek an alternative • Check that the imprinted details are
clear
form of payment.
NOTE: Seek Authorisation for all purchases over
your Floor Limit. Cardholder must be present
when gaining authorisation.
• Complete the Voucher
• Sign the Voucher to authorise the
Refund.
• If the Transaction is approved, record the
You must process the refund to the credit
Authorisation Number on the Voucher
card that was used for the original purchase
(if possible, check the card number on the
• If the Transaction is declined, seek an
original Sales Voucher).
alternative method of payment and
advise the customer to contact their
• Hand the customer the customer copy
Card Issuer
(yellow) of the Voucher and their card
• When the Transaction is in order, hand
• Retain the Merchant copy for your
the customer the customer copy (yellow)
records and the Bank copy for banking.
of the Voucher and their card
Any merchant charges relating to the
• Retain the Merchant copy for your
original purchase will be refunded.
records and the Bank copy for banking
42–43
Example of a Sales Voucher
Example of a Credit Voucher
Banking Manual Credit Card Transactions
To receive value for your credit card transactions, you must deposit the Bank copies (white)
of Vouchers with a completed credit card Merchant Summary Voucher within three
business days of the date of the transactions.
Preparing Your Deposit
• If possible, produce an adding machine tape showing the value of each Sales and Credit
Voucher and the total value of the Vouchers (or write up to 8 Voucher values directly on
the Merchant Summary)
• No more than 50 Vouchers can be banked with any one Merchant Summary Voucher
• Imprint your ANZ Merchant Summary Card on a Merchant Summary Voucher
• Complete the Voucher.
Place into your Credit Card Summary envelope:
• Bank copies of all Sales and Credit Vouchers
• Bank copy of Merchant Summary Voucher
• Adding machine tape (if any).
Do not pin, staple, clip or fold the envelope contents.
NOTE: Do not include cheques, cash or other card scheme Vouchers eg. American Express, Diners
Club or JCB as ANZ cannot process these card types.
• Complete your normal bank deposit slip. Produce an adding machine tape showing the
value of each Sales and Credit Voucher and the total value of the Vouchers (or write up
to 8 Voucher values directly on the Merchant Summary)
• Merchants with an ANZ account, please deposit your Merchant Summary envelopes at
any ANZ branch
• For merchants without an ANZ account, the Merchant Summary envelope should be
mailed to
“Not for Value Merchant Envelopes, Settlement & Control Team,
Level 5B, 833 Collins St Docklands VIC 3008”
Full merchant number is to be imprinted on Merchant Summary
Example of a Merchant Summary Voucher
NOTE: Make sure that the envelope contains only credit card Vouchers.
Envelopes which have a Credit Value
When the value of credits are greater than sales, enter an ‘x’ in the box on front of the
Credit Card Summary envelope.
When you bank the Vouchers, hand the teller cash or cheque(s) to the value of the net
credit amount.
Example of Merchant Credit Card Summary Envelope
44–45
MasterCard
Visa
Diners Club
AMEX
JCB
Manually Processing Cheque or Savings Account Transactions
Use the paper EFTPOS Transaction Voucher to manually process debit or credit card
transactions to cheque or savings accounts. The account selected must be linked to the card.
• Perform security checks as described in the Fraud Minimisation section of this guide
(Section 6)
• Imprint customer’s card on appropriate Transaction Voucher.
For Purchases
For Refunds
Use an EFTPOS Transaction Voucher for
cheque and savings account purchases.
Use an EFTPOS Refund Voucher for cheque
and savings account refunds.
Complete:
• Date and time
Complete:
• Date and time
• Customer name (if not clearly imprinted) • Customer name (if not clearly imprinted)
• Account type CHQ or SAV
• Account type CHQ or SAV
• Amount and description of purchase
• Reason for refund
• Amount of cash out
• Date of original purchase
• Total amount of Transaction
• Total amount of Transaction
• Cardholder to sign Voucher
• Merchant to sign Voucher
Seek authorisation for a purchase
Transaction over your Floor Limit from the
appropriate Authorisation Centre eg.
cheque and savings account purchase
Transactions over Floor Limit must be
authorised by ANZ Merchant
Services (please refer to section 1.2).
Record the Authorisation Number on the
Voucher.
Compare the signature on the Voucher with that on the card. If the signatures match,
complete the transaction. When the transaction is complete, give the customer their copy
of the Voucher and their card.
Example of EFTPOS sales voucher
Example of an EFTPOS credit voucher
Banking Manual Cheque and Savings Account Transactions
To receive value for your Manual Transactions, you must deposit the Bank copies (white) of
the EFTPOS Transaction Vouchers with a completed EFTPOS Summary Voucher within
three bank business days of the date of the transactions.
Preparing Your Deposit
• Produce an adding machine tape showing the value of each transaction and Refund
Voucher plus the total value of the Vouchers (or write up to 10 Voucher values directly
on the EFTPOS Summary Voucher)
• Imprint the EFTPOS Merchant Card on your EFTPOS Summary Voucher
• Complete the Voucher. If the value of refunds is greater than purchases, enter a minus
sign and circle the amount.
Place Into Your EFTPOS Merchant Summary Envelope
• Bank copy of the EFTPOS Merchant Summary Voucher (must be at the front)
• Bank copies of all Transaction and Refund Vouchers
• Adding machine tape (if any). No more than 50 Vouchers can be banked with any one
EFTPOS Merchant Summary Voucher.
Do not pin, staple or clip envelope contents. Make sure the envelope only contains
Transaction and Refund Vouchers.
NOTE: Do not include cheques, cash or other card scheme Vouchers eg. American Express, Diners
Club or JCB as ANZ cannot process these card types.
• Merchants with an ANZ account, please deposit your Merchant Summary envelopes at
any ANZ branch
• For merchants without an ANZ account, the Merchant Summary envelope should be
mailed to
“Not for Value Merchant Envelopes, Settlement & Control Team,
Level 5B, 833 Collins St Docklands VIC 3008”
• If the value of refunds is greater than purchases, hand the teller cash or cheque(s) to the
value of the net credit amount (do not include in your deposit).
Example of an EFTPOS Summary Voucher
Example of a Merchant Cheque and Savings Summary Envelope
14.2 Hand key (Manual Entry) Processing
If the terminal cannot read a card when it is swiped or inserted, please advise the
cardholder to contact their Card Issuer and seek an alternative form of payment, otherwise
you can choose to manually key credit card details using the terminal (provided you have
approval from ANZ).
NOTE: It is recommended that you DO NOT hand key a card if the customer’s card does not swipe
through your terminal. The risk of hand keying rests with the Merchant. Performing card security
checks can minimise any potential financial loss, please refer to section 6 Fraud Minimisation for
further information on the card security checks.
46–47
• Complete your normal bank deposit slip. Produce an adding machine tape showing the
value of each Transaction and Refund Voucher plus the total value of the Vouchers (or
write up to 10 Voucher values directly on the EFTPOS Summary Voucher)
You cannot hand key debit cards for sales transactions.
When you hand key credit card details, we recommend that you seek a form of
photographic identification (e.g. a current Driver’s Licence) and record the details
including the licence number and expiry date. Make an imprint of the credit or debit card
using your Imprinter and record these details on the back of your copy of the Sales
Voucher. Please note that this may not protect you from chargebacks if the transaction is
disputed by cardholder or cardholder’s issuing bank, you may still be held liable which
results in a debit to your merchant account for the amount of the relevant “disputed”
transaction.
Please contact ANZ Merchant Services on 1800 039 025 before you hand key credit card
details for Mail/Telephone Order and eCommerce Processing. You may only hand key
credit card details for Mail/Telephone Order and eCommerce Processing if authorised
by ANZ.
Processing a Hand key Transaction with A Cardholder Present (Credit Cards only)
Refer to your Point of Sale manual to initiate a
Purchase transaction.
Perform card security checks and please refer to
section 6 Fraud Minimisation for further information.
Press the Func key to manually key the card details.
NOTE: If the card number is manual entered directly
through the Point of Sale, this screen may not display.
CARD NUMBER
EXPIRY <MMYY>
Key in the customer’s credit card number then press
ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Key in the expiry date on the credit card then press
ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
CREDIT ACCOUNT
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Credit account will automatically be selected.
Key in the Card Validation Code then press ENTER.
VERIFICATION NO?
INDICATOR?
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
If ‘ENTER ’ was selected at the ‘VERIFICATION NO?’
prompt, the reason must be entered as follows:
0 - CVV2 has not been provided by the cardholder
2 - CVV2 on the card is illegible
9 - Cardholder states the card has no CVV2 imprint
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
$10.00 KEY OK
Press ENTER.
SIGNATURE
REQUIRED
The Point of Sale system will print a signature record.
Have the customer sign this and compare it to the
signature on the reverse of the customer’s card.
SIGNATURE
VERIFIED?
If the signatures match, select YES on your Point of
Sale system. If they don’t match, select NO to decline
the transaction.
TRANSACTION
APPROVED
Please check for approval of the transaction before
completing the sale. If rejected, the terminal will
display an error message outlining the reason (refer
to section 17). Notify the customer and advise them
to contact their Card Issuer.
NOTE: If you select CUST, you are required to also take an imprint of the credit card. Ask the
cardholder for photo ID and record the details on the back of the imprinter Voucher. Keep the
Voucher with your merchant copy of the transaction in case of a chargeback claim. Please note that
this may not protect you from chargebacks if the transaction is disputed by cardholder or
cardholder’s issuing bank. You may still be held liable which results in a debit to your merchant
account for the amount of the relevant “disputed” transaction.
48–49
Press <—> key for Customer Present (CUST)
SELECT TYPE
CUST MOTO ECOM
15. Mail, Telephone and eCommerce Order Processing
For merchants authorised by ANZ to process Mail Order, Telephone Order, Electronic and
Recurring payments, the terminal will request that you identify the ‘source’ and the
‘nature’ of the transaction.
NOTE: You are liable for any disputed transactions. The cardholder may dispute transactions for any
reason. To minimise disputes, you should keep the following records of each mail, telephone or
eCommerce order:
•
Cardholder’s name (as it appears on the card)
•
Cardholder’s address (not a PO Box)
•
Cardholder’s signature (if mail order)
•
Type of card (MasterCard and Visa)
•
Card number (First 6 and last 4 digits only, e.g. 1234 56XX XXXX 7890)
•
Card valid from/to dates
•
Authorised dollar amount(s) to be debited
•
Period that standing authority is valid
•
Contact telephone number
•
Details of the goods or services required
•
Transaction date
When the transaction has been processed, promptly dispatch the goods.
NOTE: You must retain information about a transaction whether processed manually or electronically
for a period of 30 months from the date of the transaction or such other period required by Law or
notified by ANZ.
15.1 How to Process a Mail Order Transaction (Scheme Cards only)
NOTE: It is only available if you have approval from ANZ.
Refer to your Point of Sale manual to initiate a
purchase transaction.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
CARD NUMBER:
EXPIRY <MMYY>:
SELECT TYPE
CUST MOTO ECOM
Key in the customer’s credit card number then press
ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Key in the expiry date on the credit card then press
ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
To process a Mail Order, select MOTO by pressing
the <q> key.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Select MAIL by pressing <—> key.
SELECT ORDER
MAIL TEL
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Select the ‘nature’ of the transaction:
SELECT MOTO TYPE
SNG INST RCUR
SNG – Single payment, press the <—> key
INST – Instalment payment, press the <q> key**
RCUR – Recurring payment, press the <p> key***
NOTE: If the card number is manual entered directly
through the Point of Sale, this screen may not display.
CREDIT ACCOUNT
Credit account will automatically be selected.
50–51
Press the Func key and press ENTER.
Key in the Card Validation Code then press ENTER.
VERIFICATION NO?
INDICATOR?
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
If ‘ENTER ’ was selected at the ‘VERIFICATION NO?’
prompt, the reason must be entered as follows:
0 - CVV2 has not been provided by the cardholder
2 - CVV2 on the card is illegible
9 - Cardholder states the card has no CVV2 imprint
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
The terminal status is displayed.
Please check for approval of the transaction before
completing the sale. If rejected, the terminal will
display an error message outlining the reason
(Please refer to section 17). Notify the customer and
advise them to contact their Card Issuer.
Please refer to your Point of Sale system to print a
customer copy.
15.2 How to Process a Telephone Order Transaction (Scheme Cards only)
NOTE: It is only available if you have approval from ANZ.
Refer to your Point of Sale manual to initiate a
purchase transaction.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
CARD NUMBER:
EXPIRY <MMYY>:
SELECT TYPE
CUST MOTO ECOM
Key in the customer’s credit card number then press
ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Key in the expiry date on the credit card then press
ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
To process a Telephone Order, select MOTO by
pressing the <q> key.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Select TEL by pressing the <q> key.
SELECT ORDER
MAIL TEL
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Select the ‘nature’ of the transaction:
SELECT MOTO TYPE
SNG INST RCUR
SNG – Single payment, press the <—> key
INST – Instalment payment, press the <q> key**
RCUR – Recurring payment, press the <p> key***
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
CREDIT ACCOUNT
Credit account will automatically be selected.
Key in the Card Validation Code then press ENTER.
VERIFICATION NO?
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
52–53
Press the Func key and press ENTER.
INDICATOR?
If ‘ENTER ’ was selected at the ‘VERIFICATION NO?’
prompt, the reason must be entered as follows:
0 - CVV2 has not been provided by the cardholder
2 - CVV2 on the card is illegible
9 - Cardholder states the card has no CVV2 imprint
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
The terminal status is displayed.
Please check for approval of the transaction before
completing the sale. If rejected, the terminal will
display an error message outlining the reason
(Please refer to section 17). Notify the customer and
advise them to contact their Card Issuer.
Please refer to your Point of Sale system to print a
customer copy.
** Installment Transactions are transactions with a fixed installment amount and fixed term with a
pre-determined expiry date and period. These transactions usually represent mail order goods with
installment terms.
***Recurring Transactions occur where a merchant has an ongoing signed authority to process
transactions against a cardholder’s credit card account. Signed authority is required to be able to
process a transaction as recurring. If you misrepresent a transaction as recurring, you may face a fine
or other consequences (including, but not limited to, a chargeback of that transaction). All recurring
transactions must be authorised.
15.3 How to Process an eCommerce Order Transaction (Scheme cards only)
eCommerce Transactions are card transactions that are initiated by the cardholder via the
Internet.
NOTE: It is only available if you have approval from ANZ.
Refer to your Point of Sale manual to initiate a
purchase transaction.
54–55
Press the Func key and press ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
CARD NUMBER:
EXPIRY <MMYY>:
SELECT TYPE
CUST MOTO ECOM
Key in the customer’s credit card number then press
ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Key in the expiry date on the credit card then press
ENTER.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
To process an eCommerce Order, select ECOM by
pressing the <p> key.
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Select the ‘nature’ of the transaction:
SELECT MOTO TYPE
SNG INST RCUR
SNG – Single payment, press the <—> key
INST – Instalment payment, press the <q> key**
RCUR – Recurring payment, press the <p> key***
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
CREDIT ACCOUNT
Credit account will automatically be selected.
Key in the Card Validation Code then press ENTER.
VERIFICATION NO?
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
If ‘ENTER ’ was selected at the ‘VERIFICATION NO?’
prompt, the reason must be entered as follows:
INDICATOR?
0 - CVV2 has not been provided by the cardholder
2 - CVV2 on the card is illegible
9 - Cardholder states the card has no CVV2 imprint
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
Please check for approval of the transaction before
completing the sale. If rejected, the terminal will
display an error message outlining the reason
(Please refer to section 17). Notify the customer and
advise them to contact their Card Issuer.
Please refer to your Point of Sale system to print a
customer copy.
** Installment Transactions are transactions with a fixed installment amount and fixed term with a
pre-determined expiry date and period. These transactions usually represent mail order goods with
installment terms.
***Recurring Transactions occur where a merchant has an ongoing signed authority to process
transactions against a cardholder’s credit card account. Signed authority is required to be able to
process a transaction as recurring. If you misrepresent a transaction as recurring, you may face a fine
or other consequences (including, but not limited to, a Chargeback of that transaction). All recurring
transactions must be authorised.
16. Optional Features
16.1 Tip@Terminal (Tip with PIN) Transactions
A Tip with PIN transaction allows a specified Tip amount to be included as part of the
original Credit or Debit Purchase Transaction.
This functionality allows the cardholder to retain possession of their card at all times. The
PIN is inputted directly in to the terminal.
Tip with PIN is only available if it has been enabled on the terminal otherwise the option
will not appear on the display.
A server identification number (between 1-20) can be allocated to differentiate service
personnel for the purposes of reporting or Tip allocation.
NOTE: Due to Card scheme requirements, the Tip amount must be equal to or less than 15% (20% for
restaurants) of the purchase transaction amount. To increase your Tip limit, please contact ANZ
Merchant Services on 1800 039 025.
Please refer to your Point of Sale manual to initiate a
purchase transaction. Perform card security checks,
please refer to section 6 fraud minimisation for
further information.
TOTAL AMOUNT?
TIP AMOUNT?
$10.00
Key the TIP amount and verify the Total amount
then press ENTER.
0.00
Tap, Insert or Swipe cardholder's card. Chip Cards
are to be inserted and left in the Chip Card Reader.
Contactless cards are to be tapped on to the screen.
Magnetic Stripe Cards are to be swiped through the
Magnetic Stripe Card Reader.
SELECT ACCOUNT
CHQ
SAV CR
Select the appropriate account type (< — > key for
cheque, < ▼ > key for savings, < p > key for credit).
The selected account is displayed.
CREDIT ACCOUNT
56–57
How to Process a Tip@Terminal (Tip with PIN) Transaction
$10.00 KEY PIN
Have the cardholder enter their PIN then press
ENTER.
NOTE: Verification may not be required for contactless
transactions.
Terminal status is displayed.
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
CUSTOMER COPY?
ENTER OR CLEAR
Please check for approval of the transaction before
completing the sale. If rejected, the terminal
displays an error message outlining the reason.
Notify the customer, advise them to contact their
Card issuer and seek an alternative form of payment.
If the transaction is cancelled, the terminal will also
print out a secont merchant Transaction Record
with "DECLINED TL" and "SIGNATURE ERROR"
printed on the bottom of the receipt. No Signatures
are required.
Press ENTER to print the customer copy or CLEAR to
return to the start screen. Hand the customer their
copy of the Transaction Record and their card.
NOTE: If ENTER, CLEAR or CANCEL are not pressed within one minute, the Transaction is assumed to
be approved and the terminal will return to the start screen.
Signature Authorisation
The preferred method of card payment authorisation in Australia is PIN. However, in
certain circumstances the terminal will prompt for a signature. In these cases, the
terminal will display the following screens:
Press ENTER here to bypass PIN for a signature.
$10.00 KEY PIN
NOTE: Only some cards will allow the terminal to bypass
PIN. If only PIN is accepted, then the terminal will beep and
this screen will remain until a PIN is entered.
SIGNATURE
REQUIRED
The POS system prints a signature record. Have the
customer sign this and compare it to the signature
on the reverse of the customer’s card.
SIGNATURE
VERIFIED?
For a Magnetic Stripe transaction, this screen will be
displayed. If the signatures match, select YES on your
Point of Sale system. If they do not, select NO to
decline the transaction.
REMOVE CARD
SIGNATURE
VERIFIED?
For a Chip Card transaction, this screen will be
prompted to and please remove the card from the
terminal. If the signatures match, select YES on your
Point of Sale system. If they don’t match, select NO to
decline the transaction.
NOTE: If YES or NO are not pressed within one minute on your Point of Sale System, the transaction is
assumed to be approved and the terminal will return to the start screen.
TRANSACTION
APPROVED
If the transaction is approved, this screen is displayed
and the Point of Sale system prints a customer copy.
Please check for approval of the transaction before
completing the sale. If rejected, the terminal displays
an error message outlining the reason. Notify the
customer, advise them to contact their Card Issuer
and seek an alternative form of payment. If the
transaction is rejected, the POS system will print a
second merchant transaction record with
“DECLINED TL” and “SIGNATURE ERROR” printed on
the bottom of the receipt. No signatures are required.
How to Print a Tip Totals Report
The Tip Totals report lists all Tip Transactions and Tip totals for each server made since the
last Settlement.
Please refer to your Point of Sale manual for
instructions on how to print a Tip Totals Report.
58–59
Terminal status is displayed.
PROCESSING
PLEASE WAIT
16.2 Pre-Authorisation
A merchant who operates a Hotel, Car Rental or Cruise Line business can process a
Pre-Authorisation Transaction. Access to Pre-Authorisation menu screens (PRE AUTH) will
be available to approved merchants within these specific industry groups.
Pre-Authorisation authorises a transaction that will be completed at a later time. These
transactions can only be performed on credit card accounts.
Please note that Pre-Authorisation transactions are not available on a contactless card.
Some examples are listed below to assist in estimating your Pre-Authorisation amount:
Example 1: A hotel may estimate transaction amounts based on:
• Cardholder’s intended length of stay at check-in time
• Room rate
• Applicable tax
• Service charge rates
• Other allowable charges e.g. mini-bar and telephone calls.
Example 2: A Car Rental Company may estimate transaction amounts based on:
• Cardholder’s intended car rental period
• Rental rate
• Applicable tax
• Mileage rates
• Other allowable charges e.g. petrol and extra mileage.
It is important to estimate Pre-Authorisation amounts accurately as cardholder funds are
placed on hold. The completion amount should be within 15% of the Pre-Authorisation
Transaction. If the completion amount varies by greater than 15%, the terminal will display
an ‘AMOUNT NOT MATCHED’ screen. In this instance, process a completion transaction to
the value of the Pre-Authorisation, then obtain another authorisation and complete
another purchase transaction for the difference. Please note that Visa Card schemes
require the completion amount of a car rental Transaction must be within 15% of the
Pre-Authorisation Transaction or US$75.00.
The Card Issuer determines the number of days the cardholder‘s funds remain on hold. As
a guide, the funds may be held between 4 and 10 days for Australian banks but may be
longer for overseas banks.
If the terminal goes offline during Pre-Authorisation, you will receive a declined error
message as Pre-Authorisation Transactions are not processed when the terminal is offline.
Please contact the appropriate Authorisation Centre (please refer to section 1.2) for a
manual authorisation and complete the transaction using Manual Processing. An
Authorisation number must be recorded.
Please refer to your Point of Sale manual to initiate a
Pre-Authorisation transaction.
SWIPE OR
INSERT CARD
Perform card security checks. For further
information on the card security checks, please refer
to section 6 Fraud Minimisation.
Insert or Swipe the customer’s card or press Func
Key to hand key card details. Chip Cards are to be
inserted and left in the Chip Card Reader. Magnetic
Stripe Cards are to be swiped through the Magnetic
Stripe Card Reader.
NOTE: Pre-Authorisation is not supported for contactless
transactions.
For a hand key Transaction, key in the card number
then press ENTER.
CARD NUMBER:
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Key in the expiry date then press ENTER.
EXPIRY <MMYY>:
CREDIT ACCOUNT
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
Credit account will automatically be selected.
Key in the Card Validation Code then press ENTER.
VERIFICATION NO?
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
60–61
How to process a Pre-Authorisation Transaction
INDICATOR?
If ‘ENTER ’ was selected at the ‘VERIFICATION NO?’
prompt, the reason must be entered as follows:
0 - CVV2 has not been provided by the cardholder
2 - CVV2 on the card is illegible
9 - Cardholder states the card has no CVV2 imprint
NOTE: If the card number is manually entered directly
through the Point of Sale, this screen may not display.
$10.00 KEY PIN
Have the cardholder enter their PIN if known then
press ENTER or if the card allows just press ENTER.
Terminal status is displayed.
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
Please ensure that the transaction is approved
before completing the Authorisation. Return the
card to the customer. If rejected, the terminal will
display an error message outlining the reason
(please refer to section 17). Notify the customer and
advise them to contact their Card Issuer.
Signature Authorisation
The preferred method of card payment authorisation in Australia is PIN. However, in
certain circumstances the terminal will prompt for a signature. In these cases, the
terminal will display the following screens:
Press ENTER here to bypass PIN for a signature.
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
SIGNATURE
REQUIRED
NOTE: Only some cards will allow the terminal to bypass
PIN. If only PIN is accepted, then the terminal will beep
and this screen will remain until a PIN is entered.
The terminal status is displayed.
The POS system prints a signature record. Have the
customer sign this and compare it to the signature
on the reverse of the customer’s card.
For a Magnetic Stripe transaction, this screen will be
displayed. If the signatures match, select YES on
your Point of Sale system. If they do not, select NO
to decline the transaction.
REMOVE CARD
SIGNATURE
VERIFIED?
For a Chip Card transaction, this screen is displayed.
Remove the card from the terminal and compare it
to the signature on the reverse of the customer’s
card. If the signatures match, press YES on your
Point of Sale system. If not, press NO to abort the
Transaction.
NOTE: If YES or NO are not pressed within one minute on your Point of Sale System, the transaction is
assumed to be approved and the terminal will return to the start screen.
TRANSACTION
APPROVED
If the transaction is approved, this screen is
displayed and the Point of Sale system prints a
customer copy. Please check for approval of the
transaction before completing the sale. If rejected,
the terminal displays an error message outlining the
reason. Notify the customer, advise them to contact
their Card Issuer and seek an alternative form of
payment. If the transaction is rejected, the POS
system will print a second merchant transaction
record with “DECLINED TL” and “SIGNATURE ERROR”
printed on the bottom of the receipt. No signatures
are required.
How to Perform an Authorisation Value enquiry
You may check the total value of funds placed on hold prior to completing a
Pre-Authorisation Transaction.
Please refer to your Point of Sale manual to initiate
this enquiry.
62–63
SIGNATURE
VERIFIED?
SWIPE CARD
Perform card security checks.For further
information on the card security checks, please refer
to section 6 Fraud Minimisation.
Insert or Swipe the customer’s card or press Func to
hand key card details. Chip Cards are to be inserted
and left in the Chip Card Reader. Magnetic Stripe
cards are to be swiped through the Magnetic Stripe
Card Reader.
CARD NUMBER:
For a hand key Transaction, key in the card number
then press ENTER.
NOTE: If the customer’s card is swiped or inserted or the
card number is manually entered directly through the
Point of Sale, this screen may not display.
Key in the expiry date then press ENTER.
EXPIRY <MMYY>:
CREDIT ACCOUNT
PROCESSING
PLEASE WAIT
AMOUNT ON HOLD
$100.00
NOTE: If the customer’s card is swiped or inserted or the
card number is manually entered directly through the
Point of Sale, this screen may not display.
Credit account will automatically be selected &
displayed.
The terminal status is displayed. The Point of Sale
system prints out a single copy of the PreAuthorisation record.
The total value of funds on hold will be displayed for
30 seconds or until a key is pressed. The terminal
will return to the following display screen or select
CANCEL on your Point of Sale system to return to
the start screen.
How to Complete a Pre-Authorisation Transaction
When you have calculated the final bill for your customer, you need to complete the sale
with a final payment. It is recommended that you complete an imprinted sales voucher
with an itemised bill and obtain the customer’s signature. This is to protect you in the
event that your customer disputes the transaction. The Voucher should be retained for a
period of 30 months or other period as required by Law or stated by ANZ.
The completion amount should be within 15% of the Pre-Authorisation Transaction. If the
completion amount varies by greater than 15%, the terminal will display an ‘AMOUNT NOT
MATCHED’ screen. In this instance, process a completion transaction to the value of the
Pre-Authorisation, then obtain another authorisation and complete another purchase
transaction for the difference. Please note that Visa Card schemes require the completion
amount of a car rental transaction must be within 15% of the Pre-Authorisation
Transaction or US$75.00.
You must send your completion transaction within three days of the Pre-Authorisation.
These rules relate to the Visa International Scheme. MasterCard rules around lodging,
cruise line, and vehicle rental states that the pre-authorisation completion amounts should
be within 15% of the Pre-Authorisation Transaction. If the completion amount varies by
greater than 15%, you must request a secondary authorization for the additional amount.
Please refer to your Point of Sale manual to initiate a
Completion of Pre-Authorisation transaction.
SWIPE OR
INSERT CARD
Perform card security checks. For further
information on the card security checks, please refer
to section 6 Fraud Minimisation
Insert or Swipe the customer’s card or press Func to
hand key card details. Chip Cards are to be inserted
and left in the Chip Card Reader. Magnetic Stripe
Cards are to be swiped through the Magnetic Stripe
Card Reader.
CARD NUMBER:
For a hand key Transaction, key in the card number
then press ENTER.
NOTE: If the customer’s card is swiped or inserted or the
card number is manually entered directly through the
Point of Sale, this screen may not display.
Key in the expiry date then press ENTER.
EXPIRY <MMYY>:
CREDIT ACCOUNT
NOTE: If the customer’s card is swiped or inserted or the
card number is manually entered directly through the
Point of Sale, this screen may not display.
Credit account will automatically be selected &
displayed.
Press ENTER.
$10.00 KEY PIN
64–65
NOTE: The examples above act as a guide only. Please remember that Pre-Authorisation places
cardholder funds on hold for a time determined by the Card Issuer.
The terminal status is displayed.
PROCESSING
PLEASE WAIT
SIGNATURE
REQUIRED
SIGNATURE
VERIFIED?
REMOVE CARD
SIGNATURE
VERIFIED?
TRANSACTION
APPROVED
The POS system prints a merchant copy of the
Completion of Pre-Authorisation record.
Have the customer sign the merchant copy
signature record and compare it to the signature on
the reverse of the customer’s card.
For a Magnetic Stripe transaction, this screen will be
displayed. If the signatures match, select YES on
your Point of Sale System. If they do not, select NO
to decline the transaction. If the transaction is
approved a customer Transaction Record will be
printed.
For a Chip Card transaction, this screen will be
prompted to and please remove the card from the
terminal. If the signatures match, select YES on your
Point of Sale system. If they don’t match, select NO
to decline the transaction.
Once approved, hand the customer their copy of
the Transaction Record and return their card. If
rejected, the terminal will display an error message
outlining the reason (please refer to section 17).
Notify the customer and advise them to contact
their Card Issuer.
Cancellation of a Pre-Authorisation Transaction (on ANZ Australian-issued cards)
A Pre-Authorisation Transaction reduces the available funds on a cardholder’s credit card
account. If a customer does not proceed with a sale after Authorisation has been obtained,
you should cancel the Pre-Authorisation as soon as possible.
You can cancel a Pre-Authorisation on ANZ Australian-issued cards which have been
previously authorised through an ANZ POS Plus 2 terminal. Where more than one PreAuthorisation has been performed, one or all transactions may be cancelled. You cannot
cancel a Pre-Authorisation on non-ANZ cards. Only a cardholder can instruct the Card
Issuer to remove the hold on funds in their account.
Perform card security checks. For further
information on the card security checks, please refer
to section 6 Fraud Minimisation.
Select NO on your Point of Sale system.
CANCEL ALL?
CANCEL ONE?
SWIPE CARD
To cancel one Pre-Authorisation Transaction, select
YES on your Point of Sale system.
Perform card security checks. Swipe the
cardholder’s card or press Func Key to hand key card
details. Magnetic Stripe cards are to be processed
through the Magnetic Stripe Card Reader.
The following two screen instructions only apply to hand key Transactions.
Key in the card number then press ENTER.
CARD NUMBER:
Key in the expiry date then press ENTER.
EXPIRY <MMYY>:
CREDIT ACCOUNT
Credit account will automatically be selected and
displayed.
Press ENTER.
$10.00 KEY PIN
66–67
Please refer to your Point of Sale manual to initiate a
cancellation of a Pre-Authorisation transaction.
The terminal status is displayed.
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
The Point of Sale system prints out a customer copy
of the Cancellation of Pre-Authorisation Transaction
Record.
Cancellation of all Pre-Authorisation Transactions (on ANZ Australian-issued cards)
Please refer to your Point of Sale manual to initiate a
cancellation of Pre-Authorisation transaction.
Perform card security checks. For further
information on the card security checks, please refer
to section 6 Fraud Minimisation.
Select YES on your Point of Sale system.
CANCEL ALL?
SWIPE CARD
Insert or Swipe the customer’s card or press the
Func Key to hand key card details. Chip Cards are to
be inserted and left in the Chip Card Reader.
Magnetic Stripe cards are to be processed through
the Magnetic Stripe Card Reader.
Key in the card number then press ENTER.
CARD NUMBER:
NOTE: If the customer’s card is swiped or inserted, this
screen will not be displayed.
Key in the expiry date then press ENTER.
EXPIRY <MMYY>:
NOTE: If the customer’s card is swiped or inserted, this
screen will not be displayed.
Credit account will automatically be selected.
CREDIT ACCOUNT
The terminal status is displayed.
PROCESSING
PLEASE WAIT
The Point of Sale system prints out a customer copy
of the Cancellation of Pre-Authorisation Transaction
Record.
TRANSACTION
APPROVED
16.3 Customer Preferred Currency
Customer Preferred Currency (CPC) may have been activated on ANZ POS Plus 2 terminals
for eligible merchants who deal with overseas credit cardholders within selected merchant
categories.
This optional feature is offered in association with The WorldPay Limited and allows
merchants to offer overseas MasterCard® and Visa cardholders the option of converting
Australian currency purchases into a customer’s card billing currency at the time of
purchase.
The CPC feature can be removed from your Merchant Facility by contacting ANZ Merchant
Services on 1800 039 025.
How it Works
CPC identifies the card’s country of issue and offers the cardholder the option of paying for
the goods or services in their billing currency at the time of purchase. The exchange rate
and price in the cardholder’s billing currency are displayed on the terminal making the
process for currency conversion easier for both you and your customers.
CPC complies with operating requirements for cards issued by MasterCard and Visa.
Your settlement is unaffected with funds continuing to settle into your account in
Australian Dollars.
Currencies Available
CAD
CHF
DKK
EUR
GBP
Canadian Dollars
Swiss Franc
Danish Krone
Euro
Pounds Sterling
HKD
JPY
MYR
NOK
NZD
Hong Kong Dollars
Japanese Yen
Malaysian Ringgit
Norwegian Kroner
New Zealand Dollars
* Available currencies may vary from time to time.
SEK
SGD
THB
USD
ZAR
Swedish Krona
Singapore Dollars
Thai Bhat
US Dollars
South African Rand
68–69
Select YES from the Point of Sale system to cancel all
the Pre-Authorisation Transactions.
CANCEL ALL?
YES OR NO?
Requirements before Commencing a Transaction
Customer Preferred Currency can prove to be a valuable tool for your customers when
completing transactions outside their home country. To use CPC, you must ensure that:
1. Your EFTPOS terminal will be automatically configured to recognise when an
international MasterCard®, or Visa® card, is initiated
2. If “Acceptance Rate” comes up on the terminal, the cardholder must be informed that
CPC is optional and has a choice of currencies between the customer’s local currency
and Australian dollars
3. The transaction amount will contain a 2.5% exchange rate mark-up
4. The cardholder has acknowledged that the merchant will conduct the CPC services.
Note: Exchange rate mark-up is payable to ANZ and WorldPay. Please do not impose any additional
requirements or charges on the cardholder to process the Transaction in the card’s local currency.
Card Not Present CPC Transactions
• Disclose the following to the cardholder:
- Total Transaction amount in Australian Dollars
- Exchange rate
- Total Transaction amount in the selected overseas currency (ie. the cardholder’s
billing currency)
• Provide a receipt that:
- Confirms that the cardholder agrees to use CPC
- Records the overseas currency agreed between the cardholder and merchant
- Records the exchange rate utilised by the merchant to complete the Transaction
- Confirms that the cardholder’s selection is final
Please note that CPC is not available for contactless transactions
How to process a CPC Transaction
Please refer to your Point of Sale manual to initiate a
purchase transaction.
Insert or Swipe the cardholder’s card. Chip Cards are
to be inserted and left in the Chip Card Reader.
Magnetic Stripe Cards are to be swiped through the
Magnetic Stripe Card Reader.
NOTE: CPC is not available for contactless transactions.
Select <p> key for credit card account.
SELECT ACCOUNT
CHQ SAV CR
The selected account is displayed.
CREDIT ACCOUNT
Have the cardholder enter their PIN then press
ENTER or if the card allows just press ENTER.
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
EXCH
USD
0.7792
7.79
ACCEPT RATE?
ENTER=YES CLR=NO
USD 7.79 KEY PIN
PROCESSING
PLEASE WAIT
To accept CPC, the Cardholder should press ENTER
(YES). To decline CPC, the Cardholder should press
CLEAR (NO) and the transaction will continue in
Australian dollars.
Have the cardholder enter their PIN then press
ENTER.
NOTE: This screen will only display for Chip transactions
when cardholder has accepted the exchange rate.
The terminal status is displayed.
70–71
Perform card security checks, please refer to section
6 Fraud Minimisation for further information on card
security checks.
SIGNATURE
REQUIRED
If signature is required, have the customer sign the
merchant copy signature record and compare it to
the signature on the reverse of the customer’s card.
NOTE: For Visa and MasterCard CPC transactions, an
additional checkbox will be printed on the receipt. The
customer is required to tick this checkbox signifying
acceptance of the conversion of the transaction amount
into the currency of the card origin. Please refer to an
example of CPC receipt on section 22 Filing and Retention
of Transaction Records and Vouchers for your information.
SIGNATURE
VERIFIED?
For a Magnetic Stripe Card transaction, this screen
will be displayed. If the signatures match, select YES
on your Point of Sale System. If they do not, select
NO to decline the transaction.
REMOVE CARD
SIGNATURE
VERIFIED?
For a Chip Card transaction, this screen will be
prompted to and please remove the card from the
terminal. If the signatures match, select YES on your
Point of Sale system. If they don’t match, select NO
to decline the transaction.
TRANSACTION
APPROVED
If the transaction is approved, the Point of Sale
system will print a customer copy.
If the transaction is rejected, the terminal will
display an error message outlining the reason
(please refer to section 17). Notify the customer,
advise them to contact their Card Issuer and seek
an alternative form of payment.
17. Terminal Error Messages
Most messages are self-explanatory. Some may require assistance from ANZ Merchant
Services. When contacting ANZ Merchant Services, please ensure you have your Merchant
Identification or Terminal Identification number available.
If an error message appears on the terminal but is not listed below, please call ANZ
Merchant Services on 1800 039 025 for assistance.
Note: It is highly recommended you always contact your IT support or Point of Sale Vendor for basic
troubleshooting. Please remember DO NOT remove cable from the back of terminal during the
troubleshooting process.
Magnetic Stripe Card Processing
ACCOUNT TYPE
ERROR
The account selected is not available. Press CLEAR
and ask the cardholder to select another account.
The Issuing Bank has rejected the card. Refer the
cardholder to the Issuer and request an alternative
method of payment.
TRAN CANCELLED
EXPIRED CARD
The card is no longer valid. Refer the cardholder to
the Issuer and request an alternative method of
payment.
CARD MUST BE
SWIPED
CARD
NOT ACCEPTED
CARD NUMBER
INVALID
A card number for a debit card account (Cheque or
Savings) cannot be manually entered. Press CLEAR
then swipe the card through the Magnetic Stripe
Card Reader. Follow the display screen prompts.
The ANZ network does not accept this card. Refer
the cardholder to the Issuer and request an
alternative method of payment.
Card number keyed incorrectly. Press CLEAR then
re-key the card number.
INVALID
EXPIRY DATE
The “expiry” date entered is not the correct format.
Press CLEAR and re-key the date in the format
“mmyy” eg. 0614.
TRAN CANCELLED
TRAN NOT ALLOWED
An invalid Cash-out or Refund Transaction has been
attempted where the transaction type has been
disabled. Please contact ANZ Merchant Services.
NO LINE
The telephone cable has been disconnected or the
line is not operational. Check the connection points
are inserted correctly and whether the line is
operational.
Re-try the transaction. If this fails, revert to Manual
Processing and seek authorisation for the
transaction from the appropriate Authorisation
Centre.
TRAN CANCELLED
NO SIGNAL
A mobile signal cannot be detected. Please move to
a site with a better signal.
72–73
TRAN CANCELLED
CARD ERROR REFER
TRAN CANCELLED
NOT AUTHORISED
PIN INCORRECT
PLEASE TRY AGAIN
TRAN CANCELLED
PIN ERROR REFER
TIP AMOUNT
EXCEEDS LIMIT
Amount exceeds authorised limit or usage with that
card. Refer the cardholder to their Issuer and
request an alternative method of payment.
The customer PIN was keyed incorrectly. Advise the
customer to re-enter their PIN.
The customer has incorrectly keyed the PIN three
times. Refer the cardholder to their Issuer and
request an alternative method of payment.
If the Tip amount exceeds 20% of the purchase
transaction amount, the terminal displays this
screen and returns to the ‘RECALL NO?’ prompt.
Press CANCEL to return to Tipping menu. Enter the
recall number of the original purchase transaction
and enter a Tip amount equal to or less than 20% of
the original transaction amount.
An asterisk * is displayed when the terminal has
stored Electronic Fallback (EFB) transactions.
Chip Card Processing
TRAN CANCELLED
CARD REMOVED
Displayed if the card is removed before the
transaction is completed. Please ensure that the
card remains in the terminal during the transaction
process.
CHIP CARD
NOT SUPPORTED
Displays when there are no applications on the chip
supported by the terminal. If magnetic stripe
fallback is supported, the terminal will prompt to
swipe the Chip Card, alternatively request another
method of payment.
CHIP APPLICATION
NOT ACCEPTED
TRAN CANCELLED
TRACK 2 MISMATCH
Displayed if the card has been blocked by the
Issuing Bank. Refer the cardholder to the Issuer and
request an alternative method of payment.
Refer the cardholder to the Issuer and request an
alternative method of payment.
The transaction has been declined as details on the
chip and card do not match. Refer the cardholder to
the Issuer and request an alternative method of
payment.
Contactless Card Processing
USE ONE CARD
PLEASE TRY AGAIN
Displays when the multiple cards presented, please
ensure that only one card is presented and it is
presented within 4cm of the Contactless Terminal
reader, follow the prompt and try again.
This error message displays when,
CONTACTLESS NOT
AVAILABLE
1 Card tapped incorrectly, please follow the prompt
and try again
2. Transaction not allowed (e.g. Card blocked or
Card Data Error), please follow the prompt for
next action
TIMEOUT EXPIRED
TRAN CANCELLED
CHIP DECLINED
Contactless Transaction timed out, please follow the
prompt and try again.
Contactless Transaction declined by card, please
seek alternative payment.
74–75
TRAN CANCELLED
CARD BLOCKED
18. Settlement
ANZ offers same day settlement, every day.
For ANZ business account holders, funds are available on the same day for ANZ POS Plus 2
terminal transactions settled before 9.00pm AEST.
For non-ANZ business account holders, ANZ transfers the funds to the merchant’s bank on
the following business day and the availability of the funds will be determined by the
merchant’s bank.
American Express, Diners Club and JCB will credit your bank account separately. Please
check directly with these third parties for when funds are available as times may vary.
ANZ automatically performs Settlement for you if it has not been completed by 9pm AEST.
After ANZ has automatically settled, the terminal will print the Settlement report at the
time you next perform a transaction. Remember to clear all EFB transactions and print your
reports prior to Settlement.
The terminal cannot be used while Settlement is being processed, so it is strongly
recommended to initiate settlement during a quiet period and perform the Settlement at
the same time each day.
How to initiate manual settlement
Please refer to your Point of Sale manual to initiate
the settlement.
SETTLEMENT
IN PROGRESS
TRANSACTION
APPROVED
INITIALISING
PLEASE WAIT
TRANSACTION
APPROVED
The terminal will automatically display the following
screens in sequence. Please refer to your Point of
Sale System to print a Settlement Report.
76–77
19. Print Totals
The Sub Totals report lists the total number and amount of all transactions made since the
last Settlement by card type. This report does include American Express, Diners Club and
JCB total.
The Summary Totals report lists the total number and amount of credit and debit card
transactions made since the last by transaction type. This does not include American
Express, Diners Club or JCB totals.
The Last Settlement Totals report lists the amounts credited to your bank account at the
last Settlement period. This report does include American Express, Diners Club and JCB
total.
Refer to Transaction Reports section for diagram examples of Totals reports.
How to Print a Sub Totals Report, Summary Totals Report and Last Settlement Totals
Report
Please refer to your Point of Sale manual for
instructions.
20. Reprint the Last Record
This function is provided for the operator to reprint when the Point of Sale system runs out
of paper or a paper jam occurs.
To Reprint the Last Customer Transaction Record
Please refer to your Point of Sale manual for
instructions.
21. Transaction Detail Report
The Transaction Detail report lists the card number, transaction reference number and
transaction amount for each transaction for the Settlement date displayed.
Please refer to your Point of Sale manual for
instructions.
DETAILED REPORT
SETL DATE 220212
The Point of Sale system prints out a Detail report
for the Settlement period that is currently being
displayed.
22. Filing and Retention of Transaction Records and
Vouchers
Please make sure you retain your copies of manual credit card, cheque and savings
account Transaction Vouchers, Transaction Records and all MOTO Transaction Records and
associated order details in a secure place for a period of 30 months from the date of the
transaction or such other period required by Law or notified by ANZ.
For easy retrieval of Vouchers and Transaction Records, it is recommended to file them in
date order.
Check your Vouchers and Transaction Records against your monthly ANZ Merchant
Statement.
Ensure all Vouchers and Transaction Records are destroyed after 30 months, preferably by
shredding or tearing into small pieces.
78–79
Chip card receipt Example
MERCHANT COPY
XYZ MERCHANT
890 ABC ST
MELBOURNE 3000
TERMINAL ID
VISA
8804
PUR
AUD
Merchant details
00013005006
CR
Terminal ID, the type of card that has
been used and last 4 digits of that
card
$600.00
This section indicates the transaction
type and transaction amount
--------------------------------------------SIGNATURE
AID
APSN 00
VISA CREDIT
A0000000031010
C08006 ATC 0097
APPROVED
STAN: 005753
17/02/12 14:33
AUTH: 995563
Signature line is required for
cardholder to sign the signature
These are the details from the chip
card that was used for this
transaction.
NOTE: This message will not be shown on
the receipt for hand keyed or Magnetic
Stripe Card transactions.
CPC Receipt example
MERCHANT COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
7897
00013005007
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
SGD
$35.80
SGD
1.2943
46.34
These are the transaction currency
details that record the transaction
currency and exchange rate which
has been used and total amount in
that particular currency.
--------------------------------------------SIGNATURE
APPROVED
STAN: 005191
20/02/11 10:43
AUTH: 280758
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL
CURRENCY. I ACKNOWLEDGE
THE CURRENCY CONVERSION
SERVICE IS CONDUCTED
BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE INFORMATION ABOVE
For CPC transactions using a VISA
or Mastercard card, a respective
disclaimer will be printed on
the receipt.
The mark-up on the exchange rate
over a wholesale rate or government
rate will be printed on the receipt
with any commissions or fees
charged printed separately for
CPC Visa transaction only.
An “Accept” box is required to be ticked
by the cardholder for Visa and
MasterCard CPC transactions to indicate
that the cardholder expressly agrees
the information that is listed above.
80–81
Transaction Records for Magnetic Stripe Cards
Purchase Transaction Record - Debit Card
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
DEBIT CARD AC
9930
PUR
APPROVED
STAN: 005125
28/02/12 10:18
00013009803
SAV
AUD
$10.00
AUTH: 009353
TERMINAL ID
DEBIT CARD AC
9930
PUR
00013009803
SAV
AUD
APPROVED
STAN: 005125
28/02/12 10:18
$10.00
AUTH: 009353
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Transaction Records for Magnetic Stripe Cards
Purchase Transaction Record - Signature Required*
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
9991
PUR
00013009803
CR
AUD
$10.08
--------------------------------------------SIGNATURE
APPROVED
STAN: 005124
28/02/12 10:17
AUTH: 389588
TERMINAL ID
VISA
9991
PUR
00013009803
CR
AUD
APPROVED
STAN: 005124
28/02/12 10:17
$10.08
AUTH: 389588
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
*NOTE: The hand key Transaction Record is the same as Magnetic Stripe Card Transaction Record.
82–83
Purchase with Tip@Terminal Transaction Records – No Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
Visa®
9991
PUR
TIP
TOTAL
APPROVED
STAN: 005458
20/02/11 09:46
00013005007
CR
AUD
AUD
$600.00
$10.00
$610.00
AUTH: 696542
TERMINAL ID
Visa®
9991
PUR
TIP
TOTAL
00013005007
CR
AUD
$600.00
$10.00
$610.00
AUD
APPROVED
STAN: 005458
20/02/11 09:46
AUTH: 696542
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Purchase with Tip@Terminal Transaction Records – Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
Visa®
9991
PUR
TIP
TOTAL
00013005007
CR
AUD
AUD
$600.00
$10.00
$610.00
--------------------------------------------SIGNATURE
APPROVED
STAN: 005499
20/02/11 11:51
AUTH: 704014
TERMINAL ID
Visa®
9991
PUR
TIP
TOTAL
00013005007
CR
$600.00
$10.00
$610.00
AUD
APPROVED
STAN: 005499
20/02/11 11:51
AUTH: 704014
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
84–85
Cash-out
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
DEBIT CARD AC
9930
00013009803
SAV
TERMINAL ID
DEBIT CARD AC
9930
00013009803
SAV
CASH OUT AUD
$10.00
CASH OUT AUD
$10.00
APPROVED
STAN: 005128
28/02/12 10:41
AUTH: 487689
APPROVED
STAN: 005128
28/02/12 10:41
AUTH: 487689
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Purchase with Cash-out
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
DEBIT CARD AC
9930
PUR
CASH OUT
TOTAL
APPROVED
STAN: 005236
29/02/12 14:50
00013009803
SAV
AUD
$15.00
$10.00
$25.00
AUTH: 037477
TERMINAL ID
DEBIT CARD AC
9930
PUR
CASH OUT
TOTAL
00013009803
SAV
$15.00
$10.00
$25.00
AUD
APPROVED
STAN: 005236
29/02/12 14:50
AUTH: 037477
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
86–87
CPC Purchase VISA® Transaction Records
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
8766
00013009803
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
NZD
$20.00
NZD
1.1193
22.39
--------------------------------------------SIGNATURE
APPROVED
STAN: 005195
28/02/12 15:22
AUTH: 407884
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE
INFORMATION ABOVE
TERMINAL ID
VISA
8766
00013009803
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
NZD
APPROVED
STAN: 005195
28/02/12 15:22
$20.00
NZD
1.1193
22.39
AUTH: 407884
MESSAGE LINE 1
MESSAGE LINE 2
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE
INFORMATION ABOVE
PLEASE RETAIN FOR YOUR RECORD
CPC Purchase MasterCard® Transaction Records
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
MASTERCARD
7898
00013009803
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
EUR
$20.00
EUR
0.6406
12.81
--------------------------------------------SIGNATURE
APPROVED
STAN: 005197
28/02/12 15:24
AUTH: 408002
I HAVE CHOSEN NOT TO USE THE
MASTERCARD CURRENCY CONVERSION
PROCESS AND AGREE THAT I WILL HAVE
NO RECOURSE AGAINST MASTERCARD
CONCERNING THE CURRENCY CONVERSION
OR ITS DISCLOSURE.
EXCH. RATE MARK UP 2.5%
[ ] I AGREE TO THE
INFORMATION ABOVE
TERMINAL ID
MASTERCARD
7898
00013009803
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
EUR
APPROVED
STAN: 005197
28/02/12 15:24
$20.00
EUR
0.6406
12.81
AUTH: 408002
MESSAGE LINE 1
MESSAGE LINE 2
I HAVE CHOSEN NOT TO USE THE
MASTERCARD CURRENCY CONVERSION
PROCESS AND AGREE THAT I WILL HAVE
NO RECOURSE AGAINST MASTERCARD
CONCERNING THE CURRENCY CONVERSION
OR ITS DISCLOSURE.
EXCH. RATE MARK UP 2.5%
[ ] I AGREE TO THE
INFORMATION ABOVE
PLEASE RETAIN FOR YOUR RECORD
88–89
CPC Purchase With Tip@Terminal Transaction – Exchange Rate Accepted and
Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
Visa®
0014
00013005007
CR
PUR
AUD
TIP
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
$35.00
$3.50
USD
0.7792
30.00
--------------------------------------------SIGNATURE
APPROVED
STAN: 005465
20/02/12 11:29
AUTH: 702456
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
TERMINAL ID
Visa®
0014
00013005007
CR
PUR
AUD
TIP
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
APPROVED
STAN: 005465
20/02/12 11:29
$35.00
$3.50
USD
0.7792
30.00
AUTH: 702456
MESSAGE LINE 1
MESSAGE LINE 2
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE INFORMATION ABOVE
[ ] I AGREE TO THE INFORMATION ABOVE
PLEASE RETAIN FOR YOUR RECORD
Debit Refund Transaction
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
DEBIT CARD AC
9930
*REFUND*
APPROVED
STAN: 005131
28/02/12 10:49
00013009803
SAV
AUD
$10.00
AUTH: 109641
TERMINAL ID
DEBIT CARD AC
9930
*REFUND*
00013009803
SAV
AUD
APPROVED
STAN: 005131
28/02/12 10:49
$10.00
AUTH: 109641
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
90–91
Credit Refund Transaction - Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
9991
*REFUND*
00013009803
CR
AUD
$10.08
--------------------------------------------SIGNATURE
APPROVED
STAN: 005134
28/02/12 10:59
AUTH: 004432
TERMINAL ID
VISA
9991
*REFUND*
00013009803
CR
AUD
APPROVED
STAN: 005134
28/02/12 10:59
$10.08
AUTH: 004432
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Transaction Records for Chip Cards
Purchase Transaction Record - No Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
MASTERCARD
0909
TOTAL
AID
APSN 00
00013009803
CR
AUD
$10.00
ANZ BANK
A0000000041010
C00002 ATC 0023
APPROVED
STAN: 005126
28/02/12 10:20
AUTH: 337119
TERMINAL ID
MASTERCARD
0909
TOTAL
AID
APSN 00
00013009803
CR
AUD
$10.00
ANZ BANK
A0000000041010
C00002 ATC 0023
APPROVED
STAN: 005126
28/02/12 10:20
AUTH: 337119
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
92–93
Purchase Transaction Record - Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
MASTERCARD
0909
PUR
00013009803
CR
AUD
$10.08
--------------------------------------------SIGNATURE
AID
APSN 00
ANZ BANK
A0000000041010
C08006 ATC 0024
APPROVED
STAN: 005127
28/02/12 10:22
AUTH: 730471
TERMINAL ID
MASTERCARD
0909
PUR
00013009803
CR
AUD
AID
APSN 00
$10.08
ANZ BANK
A0000000041010
C08006 ATC 0024
APPROVED
STAN: 005127
28/02/12 10:22
AUTH: 730471
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Purchase with Tip@Terminal Transaction Records – No Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
Visa®
8804
PUR
TIP
TOTAL
AID
APSN 00
00013005006
CR
AUD
$600.00
$10.00
$610.00
Visa® CREDIT
A0000000031010
C00002 ATC 0099
APPROVED
STAN: 005362
17/02/12 16:06
AUTH: 497491
TERMINAL ID
Visa®
8804
PUR
TIP
TOTAL
AID
APSN 00
00013005006
CR
$600.00
$10.00
$610.00
AUD
Visa® CREDIT
A0000000031010
C00002 ATC 0099
APPROVED
STAN: 005362
17/02/12 16:06
AUTH: 497491
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
94–95
Purchase with Tip@Terminal Transaction Records – Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
Visa®
8804
PUR
TIP
TOTAL
00013005006
CR
AUD
AUD
AUD
$600.00
$10.00
$610.00
--------------------------------------------SIGNATURE
AID
APSN 00
Visa® CREDIT
A0000000031010
C08006 ATC 0098
APPROVED
STAN: 005838
17/02/12 16:05
AUTH: 447699
TERMINAL ID
Visa®
8804
PUR
TIP
TOTAL
AID
APSN 00
00013005006
CR
AUD
AUD
AUD
$600.00
$10.00
$610.00
Visa® CREDIT
A0000000031010
C08006 ATC 0098
APPROVED
STAN: 005838
17/02/12 16:05
AUTH: 447699
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Contactless Purchase Transaction - Offline
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
5400
TOTAL
AID
APSN 00
00013009803
CR
AUD
$1.00
VISA CREDIT
A0000000031010
P--Y18 ATC 007A
APPROVED *
29/02/12 14:06
REC NO:0568
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
96–97
Contactless Purchase Transaction - No Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
5400
PUR
AID
APSN 00
00013009803
CR
AUD
$15.00
VISA CREDIT
A0000000031010
P00002 ATC 007B
APPROVED
STAN: 005232
29/02/12 14:07
AUTH: 835929
TERMINAL ID
VISA
5400
PUR
00013009803
CR
AUD
AID
APSN 00
$15.00
VISA CREDIT
A0000000031010
P00002 ATC 007B
APPROVED
STAN: 005232
29/02/12 14:07
AUTH: 835929
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Contactless Purchase Transaction - Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
2368
PUR
00013009803
CR
AUD
$15.00
--------------------------------------------SIGNATURE
AID
APSN 00
VISA PREPAID
A0000000031010
P--Y16 ATC 0001
APPROVED *
29/02/12 14:09
REC NO:0570
TERMINAL ID
VISA
2368
PUR
00013009803
CR
AUD
AID
APSN 00
$15.00
VISA PREPAID
A0000000031010
P--Y16 ATC 0001
APPROVED *
29/02/12 14:09
REC NO:0570
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
5400
00013009803
CR
*REFUND* AUD
AID
APSN 00
$10.00
VISA CREDIT
A0000000031010
APPROVED
STAN: 005132
28/02/12 10:51
AUTH: 881509
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
98–99
Chip Refund Transaction - No Signature Required
Chip Refund Transaction - Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
5400
*REFUND
00013009803
CR
AUD
$10.08
TERMINAL ID
VISA
5400
*REFUND
00013009803
CR
AUD
$10.08
VISA CREDIT
A0000000031010
--------------------------------------------SIGNATURE
AID
APSN 00
VISA CREDIT
AID
A0000000031010
APSN 00
APPROVED
AUTH: 914349
STAN: 005133
28/02/12 10:52
APPROVED
STAN: 005133
28/02/12 10:52
AUTH: 914349
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
100–101
Chip Purchase Transaction – Offline
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
0010
PUR
00013009803
CR
AUD
$10.91
--------------------------------------------SIGNATURE
AID
APSN 01
VISA CREDIT
A0000000031010
C91Y36 ATC 0002
APPROVED *
28/02/12 11:34
AUTH: 123456
REC NO:0501
TERMINAL ID
VISA
0010
PUR
00013009803
CR
AUD
AID
APSN 01
$10.91
VISA CREDIT
A0000000031010
C91Y36 ATC 0002
APPROVED *
28/02/12 11:34
AUTH: 123456
REC NO:0501
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
CPC Chip Purchase Transaction - No Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
0014
00013009803
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
AID
APSN 01
$20.00
USD
0.7792
15.59
VISA CREDIT
A0000000031010
C00001 ATC 007B
APPROVED
STAN: 005201
28/02/12 15:29
AUTH: 408289
TERMINAL ID
VISA
0014
00013009803
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
AID
APSN 01
$20.00
USD
0.7792
15.59
VISA CREDIT
A0000000031010
C00001 ATC 007B
APPROVED
STAN: 005201
28/02/12 15:29
AUTH: 408289
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT’S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE
INFORMATION ABOVE
[ ] I AGREE TO THE
INFORMATION ABOVE
PLEASE RETAIN FOR YOUR RECORD
102–103
CPC Chip Purchase Transaction - Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
0010
00013009803
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
$20.00
USD
0.7792
15.59
--------------------------------------------SIGNATURE
AID
APSN 01
VISA CREDIT
A0000000031010
C08006 ATC 0002
APPROVED
STAN: 005199
28/02/12 15:27
AUTH: 408196
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE
INFORMATION ABOVE
TERMINAL ID
VISA
0010
00013009803
CR
PUR
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
AID
APSN 01
$20.00
USD
0.7792
15.59
VISA CREDIT
A0000000031010
C08006 ATC 0002
APPROVED
STAN: 005199
28/02/12 15:27
AUTH: 408196
MESSAGE LINE 1
MESSAGE LINE 2
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE
INFORMATION ABOVE
PLEASE RETAIN FOR YOUR RECORD
CPC Purchase With Tip@Terminal Transaction – Exchange Rate Accepted and
No Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
Visa®
0014
00013005007
CR
PUR
AUD
TIP
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
AID
APSN 01
$35.00
$3.50
USD
0.7792
30.00
Visa® CREDIT
A0000000031010
C00001 ATC 0060
APPROVED
STAN: 005485
20/02/12 11:28
AUTH: 702628
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE INFORMATION ABOVE
TERMINAL ID
Visa®
0014
00013005007
CR
PUR
AUD
TIP
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
AID
APSN 01
$35.00
$3.50
USD
0.7792
30.00
Visa® CREDIT
A0000000031010
C00001 ATC 0060
APPROVED
STAN: 005485
20/02/12 11:28
AUTH: 702628
MESSAGE LINE 1
MESSAGE LINE 2
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE INFORMATION ABOVE
PLEASE RETAIN FOR YOUR RECORD
104–105
CPC Purchase With Tip@Terminal Transaction – Exchange Rate Accepted and
Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
Visa®
0014
00013005007
CR
PUR
AUD
TIP
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
$35.00
$3.50
USD
0.7792
30.00
--------------------------------------------SIGNATURE
AID
APSN 01
Visa® CREDIT
A0000000031010
C08006 ATC 0060
APPROVED
STAN: 005465
20/02/12 11:29
AUTH: 702456
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
TERMINAL ID
Visa®
0014
00013005007
CR
PUR
AUD
TIP
AUD
TRANSACTION CURRENCY
EXCH. RATE
TOTAL
USD
AID
APSN 01
$35.00
$3.50
USD
0.7792
30.00
Visa® CREDIT
A0000000031010
C08006 ATC 0060
APPROVED
STAN: 005465
20/02/12 11:29
AUTH: 702456
MESSAGE LINE 1
MESSAGE LINE 2
I HAVE BEEN OFFERED A
CHOICE OF CURRENCIES FOR
PAYMENT, INCLUDING THE
MERCHANT'S LOCAL CURRENCY.
I ACKNOWLEDGE THE CURRENCY
CONVERSION SERVICE IS
CONDUCTED BY ANZ.
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
EXCH. RATE MARK UP 2.5%
COMMISSION/FEE $0.00
[ ] I AGREE TO THE INFORMATION ABOVE
[ ] I AGREE TO THE INFORMATION ABOVE
PLEASE RETAIN FOR YOUR RECORD
EFB Purchase
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
9991
PUR
00013009803
CR
AUD
$10.91
--------------------------------------------SIGNATURE
APPROVED * AUTH:
28/02/12 11:14
123456
REC NO:0496
TERMINAL ID
VISA
9991
PUR
00013009803
CR
AUD
APPROVED * AUTH:
28/02/12 11:14
$10.91
123456
REC NO:0496
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
106–107
EFB Refund
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
9991
*REFUND* AUD
00013009803
CR
$10.91
--------------------------------------------SIGNATURE
APPROVED*
29/02/12 14:59
REC NO:0572
TERMINAL ID
VISA
9991
00013009803
CR
*REFUND* AUD
APPROVED*
29/02/12 14:59
$10.91
REC NO:0572
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Pre-Authorisation Transactions
Pre-Authorisation Transaction - Magnetic Stripe Cards With No Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
9999999999999999
PRE AUTH AUD
APPROVED
STAN: 005156
28/02/12 14:17
00013009803
CR
1213
$10.00
AUTH: 403977
TERMINAL ID
VISA
9999
00013009803
CR
PRE AUTH AUD
APPROVED
STAN: 005156
28/02/12 14:17
$10.00
AUTH: 403977
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
108–109
Pre-Authorisation Transaction - Chip Cards with No Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
9999999999999999
PRE AUTH AUD
AID
APSN 00
00013009803
CR
1122
$10.00
VISA CREDIT
A0000000031010
C00002 ATC 005B
APPROVED
STAN: 005160
28/02/12 14:19
AUTH: 404123
TERMINAL ID
VISA
9999
00013009803
CR
PRE AUTH AUD
AID
APSN 00
$10.00
VISA CREDIT
A0000000031010
C00002 ATC 005B
APPROVED
STAN: 005160
28/02/12 14:19
AUTH: 404123
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Pre-Authorisation Transaction - Chip Cards with Signature Required
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
9999999999999999
PRE AUTH AUD
00013009803
CR
1122
$10.08
--------------------------------------------SIGNATURE
AID
APSN 00
VISA CREDIT
A0000000031010
00 C08006 ATC 0059
APPROVED
STAN: 005158
28/02/12 14:18
AUTH: 404046
TERMINAL ID
VISA
9999
1122
00013009803
CR
PRE AUTH AUD
AID
APSN 00
$10.08
VISA CREDIT
A0000000031010
00 C08006 ATC 0059
APPROVED
STAN: 005158
28/02/12 14:18
AUTH: 404046
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
MERCHANT COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
5400
COMP
00013009803
CR
AUD
$40.00
--------------------------------------------SIGNATURE
AID
APSN 00
VISA CREDIT
A0000000031010
APPROVED
STAN: 005166
28/02/12 14:32
AUTH: 404046
TERMINAL ID
VISA
5400
COMP
AID
APSN 00
00013009803
CR
AUD
$40.00
VISA CREDIT
A0000000031010
APPROVED
STAN: 005166
28/02/12 14:32
AUTH: 404046
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
110–111
Pre-Authorisation Completion Transaction - Chip Cards with Signature Required
Mail Order Transaction
Cancellation
CUSTOMER COPY
CANCELLED AUTHORISATION
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
VISA
5400
PRE AUTH
00013009803
CR
AUD
$200.00
APPROVED
AUTH: 405520
STAN: 005176
28/02/12 14:44
PLEASE RETAIN FOR YOUR RECORD
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
00013009803
VISA
CR
5400
PUR
AUD
$10.00
SINGLE PHONE ORDER
APPROVED
AUTH: 422373
STAN: 005153
28/02/12 13:31
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
Ecommerce Transaction
CUSTOMER COPY
CUSTOMER COPY
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
00013009803
VISA
CR
5400
PUR
AUD
$10.00
INSTALMENT PHONE ORDER
APPROVED
AUTH: 536997
STAN: 005154
28/02/12 13:39
TERMINAL ID
00013009803
VISA
CR
5400
PUR
AUD
$10.00
RECURRING ECOMMERCE
APPROVED
AUTH: 045669
STAN: 005155
28/02/12 13:42
MESSAGE LINE 1
MESSAGE LINE 2
MESSAGE LINE 1
MESSAGE LINE 2
PLEASE RETAIN FOR YOUR RECORD
PLEASE RETAIN FOR YOUR RECORD
112–113
Telephone Order Transaction
Other Transaction Records
Settlement
Initialisation
ANZ INITIALISATION
TERMINAL ID
00013009803
ANZ SETTLEMENT
TERMINAL ID
APPROVED 00
APPROVED 00
STAN: 005235
29/02/12 14:44
STAN: 005202
28/02/12 15:34
00013009803
Other Transaction Records
Settlement Previously Taken
ANZ SETTLEMENT
TERMINAL ID
00013009803
DECLINED 12
SETTLEMENT ALREADY TAKEN
STAN: 005204
28/02/12 15:35
114–115
Transaction Detail Report
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
ANZ EFTPOS
DETAIL REPORT
AS AT 28/02/12
005120 560254
28/02 10:04
005121 437731
28/02 10:07
005122 437731
28/02 10:07
005123 437731
28/02 10:14
005124 437731
28/02 10:17
005125 560254
28/02 10:18
005126 540215
28/02 10:20
005127 540215
28/02 10:22
005128 560254
28/02 10:41
005131 560254
28/02 10:49
005132 456461
28/02 10:51
005133 456461
28/02 10:52
005134 437731
28/02 10:59
005145 437731
28/02 11:14
005149 476173
28/02 11:34
930
991
991
991
991
930
909
909
930
930
400
400
991
991
010
PUR DB
$10.00
PUR VI
$10.00
PUR VI
$10.08
PUR VI
$10.08
PUR VI
$10.08
PUR DB
$10.00
PUR MC
$10.00
PUR MC
$10.08
CSH DB
$10.00
RFD DB
$10.00
RFD VI
$10.00
RFD VI
$10.08
RFD VI
$10.08
PUR VI
$10.91
PUR VI
$10.91
005151 456461
28/02 13:23
005152 456461
28/02 13:11
005153 456461
28/02 13:31
005154 456461
28/02 13:39
005155 456461
28/02 13:42
005166 456461
28/02 14:32
005168 456461
28/02 14:33
005169 437731
28/02 14:35
005174 456461
28/02 14:42
005187 496679
28/02 15:03
SGD
005195 498873
28/02 15:22
NZD
005197 510072
28/02 15:24
EUR
005199 476173
28/02 15:27
USD
005201 410749
28/02 15:29
USD
400
TOTAL
$382.89
28/02/12
400
400
400
400
400
400
991
400
897
766
898
010
014
PUR VI
$10.00
PUR VI
$10.91
PUR VI
$10.00
PUR VI
$10.00
PUR VI
$10.00
COM VI
$40.00
COM VI
$40.00
COM VI
$40.00
COM VI
$40.00
PUR VI
$20.00
25.89
PUR VI
$20.00
22.39
PUR MC
$20.00
12.81
PUR VI
$20.00
15.59
PUR VI
$20.00
15.59
0029
15:38
Summary Totals
Failed Summary Totals
ANZ SUMMARY TOTALS
ANZ SUMMARY TOTALS
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
00013009803
TERMINAL ID
PUR
CASH
RFND
TOTAL
$489.42 0031
$10.00 0001
$61.98 0006
$437.44 0038
PUR
CASH
RFND
TOTAL
APPROVED 00
STAN: 005209
28/02/12 15:41
00013005007
$0.00 0000
$0.00 0000
$0.00 0000
$0.00 0000
DECLINED XX
SYSTEM ERROR
STAN: 005827
20/02/12 13:00
(xx indicates an error response code)
116–117
Sub-totals
Failed Sub-totals
ANZ SUB TOTALS
ANZ SUB TOTALS
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
00013009803
0002
0001
0000
0003
VISA
PUR
CASH
RFND
TOTAL
$115.00
$0.00
$21.82
$93.18
0009
0000
0002
0011
MASTERCARD
PUR
$10.05
CASH
$0.00
RFND
$0.00
TOTAL
$10.05
0001
0000
0000
0001
TOTALS
PUR
CASH
RFND
TOTAL
0012
0001
0002
0015
APPROVED 00
STAN: 005240
29/02/12 15:43
ID 00013009847
AS AT 00/00/00
DEBIT CARD AC
PUR
$16.00
CASH
$10.00
RFND
$0.00
TOTAL
$26.00
$141.05
$10.00
$21.82
$129.23
TERMINAL ID
PUR
CASH
RFND
TOTAL
DECLINED 05
SYSTEM ERROR
STAN: 005828
29/02/12 01:01
$0.00
$0.00
$0.00
$0.00
0000
0000
0000
0000
Last Summary Totals
Tip Added Report
ANZ LAST SUMMARY TOTALS
XYZ MERCHANT
890 PARK ST
MELBOURNE 3000
TERMINAL ID
TERMINAL ID
ID 00013009803
AS AT 28/02/12
PUR
CASH
RFND
TOTAL
APPROVED 00
STAN: 005208
28/02/12 15:40
$489.42
$10.00
$61.98
$437.44
ANZ TIP ADDED REPORT
0031
0001
0006
0038
VISA
410749 014
PUR
TIP $
TOTAL
AS AT 28/02/12
REC NO:0555
28/02/12 16:02
ID 00013009803
AUD
CR
1210
$20.00
2.00
$22.00
118–119
Training Mode
ANZ EFTPOS
CUSTOMER COPY
ANZ BANK
*** TRAINING ONLY ***
NOT A VALID TRANSACTION
TERMINAL ID
VISA
9991
PUR
APPROVED
STAN: 005237
29/02/12 14:59
12345678901
CR
AUD
AUTH:
$1000.00
123456
This Merchant Operating Guide forms part of your Merchant Agreement and
may be varied or replaced by ANZ at any time.
Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Australian Credit Licence Number 234527.
ANZ’s colour blue is a trade mark of ANZ. 86418 10.2014 W406223
anz.com
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