QUICK REFERENCE GUIDE Verifone VX

QUICK REFERENCE GUIDE Verifone VX
VERIFONE VX 520
VERIFONE VX 680
QUICK REFERENCE GUIDE
Verifone VX
Review this Quick Reference Guide to learn how to run a sale,
settle your batch, and troubleshoot terminal responses.
2 | VERIFONE VX | QUICK REFERENCE GUIDE
INDUSTRY
Retail and Restaurant
APPLICATION
XEPA441
QUICK REFERENCE GUIDE | VERIFONE VX | 3
CONTENTS
GETTING STARTED
TERMINALS
VX 520 Hot Key Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Verifone VX Series
Operating Your Terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
SOFTWARE
SECURITY
The software on this
terminal has been
secured. This will protect
it from both inadvertent
overwriting and malicious
tampering. If you need
help with changes or
updates, please contact
a representative at our
service desk.
Transaction Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Integrated Contactless and Chip Payments . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Available Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Gift Card Transaction Types (Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Settling the Batch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Clerk/Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
REFERENCE
Prompt Q&A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
AVS Response Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Common Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Integrated Contactless and Chip Technology . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chip Technology Q&A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chip Technology Quick Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
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VX 520 HOT KEY FUNCTIONS
Press the hot keys
beneath the display
to navigate your
terminal’s menus.
OPERATING YOUR TERMINAL
LOCATION
FUNCTION
First Hot Key
Far Left
Down Arrow — Press to scroll down to the
next menu.
Second Hot Key
Middle Left
Tip Adjust — Press to change the tip amount
for a transaction in the current batch. This
feature is optional and may not be supported
on your terminal.
Third Hot Key
Middle Right
Gift Card — Press to initiate a gift card
transaction.
Fourth Hot Key
Far Right
Reports — Press to access available reports.
ACTION
TO EXECUTE
Begin a Sale
▪ Select Sale to begin a sale transaction
▪ Enter the Amount
▪ Tap/Insert/Swipe or Key Card and press [ENTER].
▪ Your terminal will guide you through the process.
Begin other
Transactions
(see section on
transaction
types for more
information)
Reprint a
Receipt
▪U
se the [ARROW] hot key at the main menu to
navigate to the Reprint option.
▪ You will be prompted to select the most recent
receipt, or enter criteria to search for another
receipt to reprint.
Access Clerk/
Server Setup
▪U
se the [ARROW] hot key at the main menu to
navigate to the Clerk/Server Setup option.
Access
Reports
▪P
ress [REPORTS] to access the Reports menu.
Scroll to the desired report or report category
▪ Press the corresponding [F] key and follow the
prompts to view or print your report.
Access Tip
Functions
▪P
ress [TIP ADJUST] to access the Tip menu.
▪ Scroll to the desired function
▪ Press the corresponding [F] key and follow the
prompts.
Edit Auto
Shift Times
▪ If you are in auto shift mode, use this procedure
to edit the start and end shift times.
▪ Press [1] at idle to access the Shift menu.
Manual Shift
Close
▪ If you are in manual shift mode, use this
procedure to close the current shift and start
a new shift.
▪ Press [1] at idle to access the Shift menu.
OPERATING YOUR TERMINAL
Your terminal supports EMV chip and magnetic stripe cards. Refer to
this section for information on what transactions are available, when to
use them, and how to begin the transaction or function you wish to use.
For magnetic stripe payments, the customer should swipe their card,
and then specify credit or debit.
For chip card payments, the customer should insert their card and
leave it inserted for the entire transaction. If the chip card is swiped,
the terminal will prompt the customer to insert their card in the chip
reader slot.
For contactless payments, the customer should tap their card on or in
close proximity to the terminal.
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▪U
se the [ARROW] hot key at the main menu or
idle prompt to navigate to the transaction type
you wish to perform.
▪ Scroll through the menu
▪ Press the corresponding [F] key when your desired
transaction appears on the terminal display.
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TRANSACTION TYPES
TRANSACTION TYPES
CREDIT AND DEBIT TRANSACTIONS
TO INITIATE
CREDIT TRANSACTIONS
TO INITIATE
Credit/Debit Sale* — A sale transaction using
a credit or debit card.
Select Sale.
Open Tab (restaurant only) — A pre-authorization
transaction for a specific, predetermined dollar
amount.
Select Tab and
then select Open
Tab.
Close Tab (restaurant only) — Perform a
close tab on an open tab, and place it in the
settlement batch file.
Select Tab and
then select Close
Tab.
Add Tip — Add an amount to an existing sale
transaction total, if tip processing is enabled.
Press the Tip
Adjust hot key.
EBT TRANSACTIONS (RETAIL ONLY)
TO INITIATE
EBT Sale — An Electronic Benefits Transfer
(EBT) card is a government-issued card tied to
a specific government-assistance account. EBT
transactions require PIN entry, as well as a
trace number and balance amount printed on
receipts. An EBT sale transaction may be a food
stamp sale, or a cash benefit sale. The card
must be present.
Swipe the card
or select Sale.
Select Cash for
cash benefits or
Food for a food
stamp sale.
EBT Force — A force is a sale transaction
performed when the terminal cannot reach the
host to authorize the transaction. Contact your
Voice Authorization Center for an authorization
code, then perform a force sale transaction
with the EBT card.
Select Force.
EBT Refund — Available only for food stamp
transactions.
Select Refund.
EBT Balance Inquiry — Obtain a customer’s
remaining EBT account balance. Available for
both food stamp and cash benefit.
Select EBT Bal
Inq.
When clients pay with a U.S.-issued debit card, they will be presented
with two choices. Selecting the top choice, the client will not be asked
to enter a PIN. The bottom choice is similar to choosing “Debit” and
they will be prompted to enter their PIN.
Credit Void* — Perform a void to reverse a
credit sale, force, or refund transaction and
prevent any funds from transferring from the
cardholder’s account. Only available for
transactions in the current batch (in other
words, same day).
Select Void.
Credit/Debit Refund* — Perform a refund to
return money to a cardholder’s account from
a credit or debit sale completed in a closed
batch (in other words, previous day).
Select Refund.
Credit Auth Only* — An authorization-only
transaction provides an approval, but does not
charge the consumer until the transaction has
been added to the batch by way of a force
transaction.
Select Auth Only.
Credit Force* — Perform a force sale when
the terminal cannot reach the host (Chase) to
authorize a transaction, or to finalize an auth
only transaction. Contact your Voice Authori­
zation Center for an authorization code, then
force the transaction once communication
is restored.
Select Force.
Phone Order* — A credit sale transaction in
which the card is not present.
Select Phone
Order.
*Purchase and Commercial cards are supported for this transaction type.
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WHAT’S NEW ABOUT THIS TERMINAL
INTEGRATED CONTACTLESS AND CHIP PAYMENTS
Your Verifone device supports chip card technology. More information
their contactless payment method (cards, fobs, mobile phones, etc.)
on chip card technology and how to process those payment
on the device to submit payment account information to the terminal,
transactions can be found on page 20.
removing the need to swipe, insert or manually key.
During a sale transaction, the terminal will display the ”Tap/Insert/
INTEGRATED CONTACTLESS AND CHIP PAYMENTS
Swipe/Key Card” prompt and the contactless symbol. At this time,
customers with contactless-enabled payment method should touch
or “tap” them to the terminal. Your terminal will process contactless
WHAT ABOUT MAGNETIC STRIPE CARDS?
payment transactions as if a card were swiped or inserted.
Your terminal will still have the capability to process magnetic stripe
As an added security measure, transaction amounts over a pre-set
cards. If a chip enabled card is swiped, the terminal will prompt for the
threshold will require a card swipe.
card to be inserted into the chip reader. Do not attempt to force a chip
CHIP CARD TECHNOLOGY
card to process as swiped.
contactless
symbol
1. LOOK: Look out
for the contactless
symbol at the
terminal.
When a customer presents a chip card, you should initiate a sale and
CONTACTLESS PAYMENTS
then pass the POS device to the customer (if you do not have an
For added convenience for both you and your customers, certain
external PIN pad). The customer inserts their card into the chip reader
Verifone VX Evolution devices are equipped to automatically support
at the bottom of the terminal or PIN pad, where it should remain until the
contactless payments. In many cases, a separate PIN pad can be
transaction completes. Your terminal will instruct the customer when to
attached to your terminal, to allow your business to begin processing
remove their card. This ensures that the card never leaves the customer’s
chip cards and contactless payments. Your customers can tap and hold
possession and that your business does not accept counterfeit plastics.
CONTACTLESS CHIP CARD TRANSACTION
CONTACT CHIP CARD TRANSACTION
2. TOUCH: There’s no
need to enter a PIN.
Just hold your card
flat against the
reader.
3. GO: Wait for the green
light or the beep to
confirm your payment
and go!
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1. INSERT the card into
the slot with chip
toward the terminal,
facing up, and keep
it there for the entire
transaction.
2. FOLLOW THE
PROMPTS displayed
on the terminal;
customer may be
asked to enter a PIN
or signature.
1. LOOK
2. TOUCH
3. GO
1. INSERT
2. FOLLOW THE
PROMPTS
3. REMOVE
3. REMOVE the card
when the transaction
is complete.
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AVAILABLE REPORTS
Your terminal includes
a variety of transaction
and batch reports. Use
this data to help you
make crucial business
decisions.
Press [REPORTS] to
launch the Reports
menu.
AVAILABLE REPORTS
REPORTS: MAIN MENU
Totals Report
Prints totals by card issuer.
Detail Report
Prints detail information for each transaction.
Clerk/Server
Reports
Launches Clerk/Server Reports menu options.
(See Reports: Clerk/Server Reports Menu.)
Batch Review
Launches Batch Review menu options.
(See Reports: Batch Review Menu.)
Batch History
Prints a series of settlement reports by date.
Terminal
Reports
Launches Terminal Reports menu options, which
are used by the Help Desk Associate to troubleshoot
your terminal.
Merchant
Reports
Displays merchant names if terminal is set up for
multi-merchant processing.
Host Totals
Prints host totals by transaction, batch or
merchant.
REPORTS: CLERK/SERVER REPORTS MENU
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Totals Report
Prints totals for all clerks/servers.
Detail Report
Prints detail information on all transactions
performed by all clerks/servers, or a specific
clerk/server.
Shift Report
Prints transaction totals per shift.
Clerk/Server
Table
Prints all clerks/servers, clerk/server passwords
and indicates whether the clerk/server is logged
in, if enabled.
Unadjusted
Report
Prints a series of settlement reports by date.
REPORTS: CLERK/SERVER REPORTS MENU CONTINUED
IRS Tip Report
Calculates and displays the percentage of tips for
each clerk/server, including cash tips. Use this
report to enter cash tips for IRS reporting.
Discount Tip
Report
Your terminal can be configured to compute the
fee amount that the clerk/server should pay for
tips on credit card sales. This report prints the
transaction and discount amounts.
REPORTS: BATCH REVIEW MENU
Totals Review
Displays Total Sales, Total Refunds and Net Sale
Totals.
Detail Review
Allows you to view details on all transactions
in the current batch. Enter search criteria to
retrieve transactions in the current batch, and
then you may void the transaction.
REPORTS: TAB MENU
Open Tab
Report
Prints the transaction information for the current
open tabs in the terminal. Access via the Tab
option on the main menu.
REPORTS: GIFT CARD REPORTS MENU
Totals Report
Prints totals for all gift card transactions in the
current batch.
Detail Report
Prints details on all gift card transactions in the
current batch.
Clerk/Server
Reports
Displays menu to print totals report, detail report
or cashout report by Clerk ID.
Cashout
Report
Prints a totals or detail list of cashed-out gift
card redemptions by clerk/server.
Press [GIFT CARD] and
then select Reports to
launch the Gift Card
Reports menu.
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GIFT CARD TRANSACTION TYPES (OPT.)
Refer to this section for
information on what gift
card transactions are
available and when to
use them.
Press [GIFT CARD] to
launch the Gift Card
menu.
Note: Press [ARROW] to
scroll to view additional
options.
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GIFT CARD TRANSACTION TYPES (OPT.)
GIFT CARD TRANSACTIONS (OPTIONAL)
TO INITIATE
GIFT CARD TRANSACTIONS (OPTIONAL)
TO INITIATE
Issuance/Add Value — Adds value to the gift
card account. This transaction can be used to
issue and activate a new card, or to reload an
active card with incremental value.
Select Issue Add
Value.
Add Tip — A gift card redemption transaction
for the amount of the tip, if tip processing is
enabled.
Select Add Tip
(from Gift Card
Menu).
Activation/Block Activation — Create a
consumer’s gift card account by assigning
value to a card. One or more gift cards can be
activated at one time. Activations can only be
performed on cards that have not been
previously activated.
Select Activation
or Block Activate.
Deactivation — When enabled, change the
status of a card from active to inactive. Inactive
cards may not be used for redemptions.
Select
Deactivation.
Reactivation — When enabled, this transaction
allows the merchant to change the status of a
card from inactive to active. This transaction
can only be used to activate “deactivated” cards.
Select
Reactivation.
Redemption — Decreases the value stored
on the consumer’s gift card account. This
transaction is performed when a consumer
uses the card to purchase goods or services.
Select
Redemption.
Clear Gift Card — Clears all gift card transactions
from the terminal. This will only delete the
transactions on the terminal and will not delete
the gift card transactions from the host.
Select Clear Gift
Card.
Void — Remove a gift card transaction from
the terminal’s open batch. The void will
communicate to the gift card host that the
transaction is being reversed.
From the main
menu, select
Void.
Balance Inquiry — Print a receipt that displays
the customer’s available gift card balance
(without changing it).
Select Balance
Inquiry.
Force — Perform a force redemption,
activation or issuance when the terminal
cannot reach the gift card host.
Select Force
Issuance, Force
Redempt or
Force Activate.
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SETTLING THE BATCH
Your transactions must
be “settled” daily. Read
this section to ensure
the settlement process
operates smoothly.
CLERK/SERVER SETUP
ABOUT SETTLEMENT
LOG ON/OFF CLERK/SERVER
A Settlement operation is used to close the current batch and open
Used to log on clerks/servers as their shifts begin, and log them off
a new batch for logging and accumulating transactions.
at the end of their shifts.
Your Verifone terminal stores transactions throughout the day and
sends batch totals of sales and refunds to the host (Chase) after the
ADD CLERK/SERVER
close of business.
Adds new clerks/servers to your terminal. You will be prompted to
There are two settlement options: Manual Settlement and Auto
create an ID and a password for each new clerk/server.
Settlement.
The clerk/server ID may be up to 4 digits in length and the password
1 – MANUAL SETTLEMENT
If your terminal is set to manually settle, select Settlement from the
main menu and follow the prompts displayed.
Accessible through
the main menu, the
clerk/server setup
feature allows you
to manage IDs and
passwords.
may be 5–10 digits in length.
MODIFY CLERK/SERVER
Allows modification of a clerk’s/server’s password.
2 – AUTO SETTLEMENT
If your terminal is set to automatically settle, it will automatically settle
transactions in the current batch at a specific, predetermined time,
DELETE CLERK/SERVER
Removes a single clerk/server from the terminal.
within a 24-hour period. When configured, auto settlement begins any
OPEN BATCH
INDICATOR
time after the set time occurs if there are transactions in the batch.
When a batch is open,
the VX 520 terminal
displays OPEN on the
menu screen, and the
VX 680 terminal displays
$ on the menu screen.
then auto settlement occurs any time after 22:30:00. If the terminal is
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For example, if auto settlement time is set to 22:30:00 (10:30 p.m.)
turned off before the set time, and turned on again (usually the next
CLEAR CLERK/SERVER
This option is used to clear clerk/server totals from the clerk/server’s
internal totals file.
morning), auto settlement occurs at that time.
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PROMPT Q&A
PROMPT VERIFICATION
While navigating
through transactions,
you’ll find that some
prompts aren’t as clear
as others. This section
clarifies those prompts.
PROMPT Q&A
PROMPT
DESCRIPTION/ACTION
1= [Merchant 1]
Web Sale
Encrypted?
Imprint Card
Press Enter Key
Prev [F1]
Next [F2]
Slct [F3]
Exit [F4]
Displayed when more than one
merchant is programmed into your
terminal. Scroll to your merchant
name using the [F] keys to the right
of the display, and press [ENTER].
Yes [F1]
No [F2]
May display while performing a
web sale. Select Yes or No in
regard to whether the card number
was collected via encrypted means
(such as, HTTPS web page, PGP
email, etc.).
May display while performing a
manually entered transaction.
Imprint the card using a manual
imprint machine to prove the card
was present during the transaction.
PROMPT
DESCRIPTION/ACTION
V-Code:
Enter the CVC (card verification
code), typically the last 3 or 4
digits found on the back of the
card on the signature line. CVC
codes are designed to reduce
payment card fraud.
Code Present?
Select Xavail if data is not
available on the card. Select
Xread when the V-Code is on the
card but can’t be read. Select No
when the V-Code value was not
provided (skipped intentionally).
Send
Duplicate?
Xavail [F1]
Xread [F2]
No [F3]
Yes [F1]
No [F2]
Displays during a force transaction.
Key in the approval code
you received from the Voice
Authorization Center, and press
[ENTER].
Appr Code:
Amt Due:
Enter to
Confirm
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Displays if you are attempting
a transaction with an account
number that has already been
used in the current batch.
Select Yes to confirm that this
transaction should be processed.
Select No to cancel the transaction.
x.xx
Press [ENTER] to continue with
another transaction for the
amount due.
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AVS RESPONSE CODES
The Address Verification
System (AVS) is a
feature that adds fraud
protection on card-notpresent transactions.
The numeric portion
of the customer’s street
address and the ZIP
code are compared
against the information
on file with the
card-issuing bank.
Use this chart to interpret
domestic AVS Response
Codes by card type.
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CODE
COMMON ERROR CODES
DESCRIPTION
VISA
MC
AMEX
DISC
X
Match — Address and
9-digit ZIP code
   
Y
Match — Address and ZIP
code (for Discover, address
only matches)
   
A
Partial — Address matches,
ZIP code does not (for
Discover, both address and
ZIP match)
   
W
Partial — 9-digit ZIP code
matches, address does not
(for Discover, no data from
issuer)
   
Z
Partial — ZIP code matches,
address does not
   
N
No match — Neither
address nor ZIP code match
   
U
Unavailable — AVS system
unavailable or issuer does
not support AVS
   
R
Retry — Issuer’s system
unavailable or timed out
   
S
Not supported — AVS not
sup­ported by issuer at this
time
   
ERROR CODE
DESCRIPTION
ACTION
BAD
ACCNT #
The card number being
used for the current
transaction does not
pass the LUHN check.
Retry. If error persists,
ask for another form of
payment as the card
may be fraudulent.
BATCH FULL
The terminal has
reached batch
transaction capacity.
Perform batch
settlement.
CLOSE
BATCH
The batch is more than
90% full.
Perform batch
settlement.
EMPTY
BATCH
Cannot perform
requested function —
batch is empty.
No action.
EXPIRED
CARD
The card’s expiration
date has passed.
Retry. If error persists,
ask for another form of
payment.
INVALID
ACCNT NO
The 4 digits keyed do
not match the account
number from the
card’s magnetic stripe.
Re-key the last 4 digits.
If error persists, ask
for another form of
payment as the card
may be fraudulent.
INVALID
AMOUNT
The amount entered is
invalid.
Re-key the dollar
amount.
INVALID
CLRK ID
The clerk number
keyed has not been
logged in.
Login the clerk through
Clerk Setup.
SETTLE NEG
BATCH
Terminal is prompting
for confirmation to
settle a negative
batch.
Press [ENTER] to confirm
that the negative batch
should be settled, or
press [CANCEL] and
print a report, which
should be used to verify
that the negative batch
total is correct.
VOID NOT
ALLOWED
The user tried to void
an already voided
transaction.
No action.
In the event that
your terminal displays
an error, refer to
these error codes
to troubleshoot your
terminal.
If the code you are
experiencing is not
shown, retry the
transaction, or if
possible, manually
enter the account
number. If the error
persists, contact your
Help Desk for support.
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INTEGRATED CONTACTLESS AND CHIP TECHNOLOGY
CHIP TECHNOLOGY Q&A
CONTACTLESS PAYMENTS
WHAT IS CHIP TECHNOLOGY?
For added convenience for both you and your customers, certain
Chip technology is an evolution in our payment system that will help
Verifone VX Evolution devices are equipped to automatically support
increase security, reduce fraud and enable the use of future value-
contactless payments. In many cases, a separate PIN pad can be
added applications. Chip cards are embedded with a micro computer
attached to your terminal, to allow your business to begin processing
chip. Some may require a PIN instead of a signature to complete the
chip cards and contactless payments. Your customers could tap or hold
transaction process.
their contactless payment method (cards, fobs, mobile phones, etc.) on
the device to submit account information to the terminal, removing the
WHAT ABOUT MAGNETIC STRIPE CARDS?
need to swipe, insert or manually key.
Your terminal will still have the capability to process magnetic stripe
During a sale transaction, the terminal will display the “Tap/Insert/
cards. Chip cards will still have a magnetic stripe in order to be
Swipe/Key Card” prompt and the contactless symbol. At this time,
compatible with other international and regional standards so that
customers with contactless-enabled payment methods should touch
customers will be able to use their cards on your terminal.
or tap them on the terminal’s screen. Your terminal will process
As an added security measure, transaction amounts over a pre-set
WHAT ARE THE TRANSACTION
PROCESSES AND NEW PROMPTS?
threshold will require a card swipe.
Your terminal can process EMV transactions for chip cards that have
contactless payment transactions as if a card were swiped or inserted.
EMBEDDED CHIP CARD TECHNOLOGY
terminal will continue accepting all non-chip payment cards. Simply
Your Verifone device may also support chip card technology. A chip
use the magnetic stripe for those transactions.
payment card looks just like a regular card but has an embedded chip
To process a chip card transaction, follow these five steps:
on the front in addition to the standard magnetic stripe on the back.
What you see on the front of the card is not the actual microchip, but
a protective overlay. The microchip provides an additional level of
authenticity for the transaction.
When a customer presents a chip card, you should initiate a sale and
then pass the terminal POS device to the customer (if you do not have
1.Initiate the transaction on your terminal by pressing [0], selecting
Sale or [Enter], and following any additional prompts.
2.Ensure the customer has access to the payment device by passing
it to them if necessary.
3.The customer inserts the chip card into the chip card reader (slot
an external PIN pad). The customer inserts their card into the chip
on the bottom-front of the terminal) and leaves it there until the
reader at the bottom of the terminal or PIN pad, where it should
transaction completes.
remain until the transaction completes. Your terminal will instruct the
customer when to remove their card. This ensures that the card never
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been issued in the U.S. or from other countries. In addition, your
leaves the customer’s possession and that your business does not
accept counterfeit plastics.
4.Follow the prompts displayed on the terminal.
5.Let the customer complete the transaction by keying in a PIN or
signing the receipt.
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22 | VERIFONE VX | QUICK REFERENCE GUIDE
QUICK REFERENCE GUIDE | VERIFONE VX | 23
CHIP TECHNOLOGY Q&A CONTINUED
CHIP TECHNOLOGY QUICK TIPS
WHAT ARE THE BENEFITS FOR MY BUSINESS?
CUSTOMER VERIFICATION METHODS
Fraud Protection — Chip technology is virtually impossible to copy,
Some customers will carry a chip card that requires a PIN for identity
and combining its use with a PIN helps reduce fraud due to lost, stolen
verification, while others may require only a signature. Your terminal
or counterfeit cards.
will recognize the card and prompt you and the customer to follow the
Reduced Chargeback Risks — As fraud decreases, so will the amount
required verification process.
of customers who dispute transactions.
FORGOTTEN OR UNKNOWN PINS
If a customer can’t remember their PIN, they should contact their bank
CHIP TECHNOLOGY QUICK TIPS
CUSTOMERS USING THEIR CHIP CARD FOR THE FIRST TIME
Make sure the card stays in the terminal’s chip reader slot for the
duration of the transaction, which ends when the receipt is being
printed. If the card is removed before the end of a transaction, the
payment will not be processed.
INSERTING THE CARD
or card issuer to reset the PIN. Ask for another payment method.
DEALING WITH A LOCKED PIN
If a PIN is locked, then the wrong PIN has been entered too many times
in a row, rendering the card temporarily unusable. The terminal
prompt will tell you whether payment on this card will be accepted
using a signature, or whether the customer needs to provide a different
method of payment. The customer needs to contact their bank or card
company to unlock the PIN. Customer service contact telephone numbers
are on the back of most payment cards and on account statements.
The card can be inserted into the terminal’s chip reader slot. Make
sure the card is inserted face up, with the chip first.
FOLLOW THE TERMINAL PROMPTS
When processing any type of card, follow the prompts on the terminal
display. The terminal will tell you what to do.
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DECLINED TRANSACTIONS
There is no change to procedures for declined transactions.
REFUNDS
To process a refund, simply insert the card and proceed with the refund.
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24 | VERIFONE VX | QUICK REFERENCE GUIDE
FOR MORE INFORMATION
www.chase.com/commercesolutions
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POS-0511 6/16
IC0496 0616 ©2016, Paymentech, LLC. All rights reserved.
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