EFTPOS 1i Terminal User Guide.

EFTPOS 1i Terminal User Guide.
EFTPOS 1i Terminal
User Guide.
Learn how to use your new terminal
with this easy-to-follow guide.
Get in touch.
• Westpac Merchant Business Solutions Help Desk
Service, Sales and Support
Terminal Difficulties
Stationery Orders
1800 029 749
(24 hours a day, 7 days a week.)
• PCEFTPOS Support
PCEFTPOS provides the software that allows communication between your terminal
and your point of sale software.
www.pceftpos.com
02 9998 9800
Monday to Friday: 8:30am – 10:00pm (Sydney time)
Saturday: 10:00am – 5:00pm (Sydney time)
Sunday : 10:00am – 3:00pm (Sydney time)
Please have your merchant and terminal numbers ready.
Being aware of error messages you are experiencing will come in handy to ensure
your issues are resolved.
Contents.
1.0
Introducing the EFTPOS 1i Terminal��������������������������������������������������������������������������������1
1.1
1.2
1.3
1.4
1.5
What this guide will cover���������������������������������������������������������������������������������������������������������������������� 1
A brief overview of what your terminal can do��������������������������������������������������������������������������� 1
Merchant responsibility for equipment and materials provided��������������������������������������� 1
Cancellation of facility������������������������������������������������������������������������������������������������������������������������������ 2
Damaged, lost or stolen equipment������������������������������������������������������������������������������������������������� 2
Merchant receipts��������������������������������������������������������������������������������������������������������������������������������������� 2
EFTPOS stationery������������������������������������������������������������������������������������������������������������������������������������� 2
Ordering stationery online��������������������������������������������������������������������������������������������������������������������� 2
Ordering stationery by phone�������������������������������������������������������������������������������������������������������������� 2
2.0
Setup and configuration�����������������������������������������������������������������������������������������������������3
2.1
2.2
2.3
Using the Touch Screen��������������������������������������������������������������������������������������������������������������������������� 3
Using the Keypad���������������������������������������������������������������������������������������������������������������������������������������� 3
Powering up��������������������������������������������������������������������������������������������������������������������������������������������������� 4
Connecting base station to power����������������������������������������������������������������������������������������������������� 4
Manual Start-up�������������������������������������������������������������������������������������������������������������������������������������������� 4
Manual Shutdown��������������������������������������������������������������������������������������������������������������������������������������� 4
Loading paper���������������������������������������������������������������������������������������������������������������������������������������������� 4
Getting started �������������������������������������������������������������������������������������������������������������������������������������������� 4
Communication type��������������������������������������������������������������������������������������������������������������������������������� 5
Terminal setup and configuration������������������������������������������������������������������������������������������������������ 5
Terminal pairing with base (Bluetooth)������������������������������������������������������������������������������������������� 5
Terminal configuration����������������������������������������������������������������������������������������������������������������������������� 6
2.4
2.5
2.6
2.7
2.8
3.0Procedures������������������������������������������������������������������������������������������������������������������������������7
3.1
3.2
3.3
3.4
Conducting Contactless transactions���������������������������������������������������������������������������������������������� 7
Inserting a Chip Card�������������������������������������������������������������������������������������������������������������������������������� 7
Swiping a Magnetic Stripe Card���������������������������������������������������������������������������������������������������������� 7
CCV Security Codes���������������������������������������������������������������������������������������������������������������������������������� 8
What is CCV?������������������������������������������������������������������������������������������������������������������������������������������������� 8
Where can I find the CCV Security Code?������������������������������������������������������������������������������������� 8
Should I save CCV Security Codes?�������������������������������������������������������������������������������������������������� 8
4.0
Everyday Functions��������������������������������������������������������������������������������������������������������������9
4.1Purchase/Sale����������������������������������������������������������������������������������������������������������������������������������������������� 9
How to process a Purchase transaction������������������������������������������������������������������������������������������ 9
How to process a Purchase with Cash-Out transaction.�����������������������������������������������������11
4.2 Cash Out��������������������������������������������������������������������������������������������������������������������������������������������������������13
How to process a Cash Out only transaction�����������������������������������������������������������������������������13
4.3Refund�������������������������������������������������������������������������������������������������������������������������������������������������������������15
How to process a Refund transaction��������������������������������������������������������������������������������������������15
4.4 Void a transaction�������������������������������������������������������������������������������������������������������������������������������������17
How to Void a transaction��������������������������������������������������������������������������������������������������������������������17
4.5 Tip Adjustment�������������������������������������������������������������������������������������������������������������������������������������������18
How to process a Tip Adjustment����������������������������������������������������������������������������������������������������18
4.6 How to process a Mail/Telephone Order/e-Commerce transaction����������������������������20
4.7 How to process a Pre-Authorisation�����������������������������������������������������������������������������������������������22
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
iii
4.8
How to process a Completion������������������������������������������������������������������������������������������������������������24
Using the ROC number��������������������������������������������������������������������������������������������������������������������������24
Using the Authorisation number�������������������������������������������������������������������������������������������������������26
5.0
End of Day Functions�������������������������������������������������������������������������������������������������������� 28
5.1Settlement����������������������������������������������������������������������������������������������������������������������������������������������������28
To enable an Automatic Settlement:����������������������������������������������������������������������������������������������28
To process a Manual Settlement:������������������������������������������������������������������������������������������������������28
5.2 How to print a Pre-Settlement report��������������������������������������������������������������������������������������������29
5.3 How to reprint Last Settlement���������������������������������������������������������������������������������������������������������29
6.0
Standalone-Lite Mode������������������������������������������������������������������������������������������������������ 30
6.1
6.2
6.3
6.4
6.5
6.6
6.7
6.8
6.9
Switching between Standalone-Lite Mode and Integrated Mode����������������������������������30
Terminal Logon using Standalone-Lite Mode����������������������������������������������������������������������������30
Purchase using Standalone-Lite Mode������������������������������������������������������������������������������������������31
Standalone-Lite Cash Out flow���������������������������������������������������������������������������������������������������������33
Standalone-Lite Refund flow��������������������������������������������������������������������������������������������������������������34
Standalone-Lite Settlement flow�����������������������������������������������������������������������������������������������������36
Standalone-Lite Pre-Settlement Report��������������������������������������������������������������������������������������37
Standalone-Lite Last Settlement Report�������������������������������������������������������������������������������������37
Standalone-Lite Duplicate/Reprint Receipt flow��������������������������������������������������������������������38
Standalone-Lite Shift Totals flow�����������������������������������������������������������������������������������������������������38
7.0
Fall Back Sales Procedures���������������������������������������������������������������������������������������������� 39
7.1
Electronic Fall Back���������������������������������������������������������������������������������������������������������������������������������39
EFB Purchase Receipt����������������������������������������������������������������������������������������������������������������������������40
8.0Glossary�������������������������������������������������������������������������������������������������������������������������������� 41
iv
9.0
Trouble shooting���������������������������������������������������������������������������������������������������������������� 42
9.1
9.2
Hardware Faults�����������������������������������������������������������������������������������������������������������������������������������������42
Response Codes����������������������������������������������������������������������������������������������������������������������������������������43
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
1.0 Introducing the EFTPOS 1i Terminal.
What this guide will cover.
This user guide will tell you all you need to know about the EFTPOS 1i terminal. As you
read you’ll become familiar with the terminal and feel comfortable operating it using
this as a guide. This guide will cover all transaction types as well as additional processes
to ensure a smooth transition to your new terminal.
A brief overview of what your terminal can do.
Your new terminal enables online transactions to be processed for Debit Cards
(Savings and Cheque accounts), Credit Cards (Visa® and Mastercard®) and
Charge Cards (American Express®, Diners Club and JCB).
Your EFTPOS 1i terminal can process:
• Purchases
• Purchases with Cash Out for Debit Cards
• Refunds
• Voids
• Mail Order/Telephone Order transactions (MOTO) and eCommerce
• Cash Out transactions for Debit Cards
• Pre-Authorisation and Completion transactions (approved merchants only)
• Purchase with Tips
• Tip Addition
* American Express® is a registered trademark of American Express Company.* Mastercard® is a registered
trademark of Mastercard International Incorporated.* Visa® is a registered trademark of Visa Worldwide Pte
Limited.
1.1
Merchant responsibility for equipment and materials provided.
Any hardware or equipment and any unused stationery and promotional materials
supplied by the Bank, remain the property of the Bank.
Additionally:
• You must not sell, assign or in any way encumber them.
• You cannot give them to a third party or give access to a third party.
• You must ensure that the terminals are covered by your business or contents
insurance.
It’s also important to note that your terminal must not be relocated without prior
authorisation.
It must be located where customers can use the pinpad without the risk of other
people seeing them key in their PIN.
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
1
1.2
Cancellation of facility.
If your merchant facility is cancelled for any reason, the equipment and materials must
be returned to us. To make arrangements for return call Merchant Business Solutions
on 1800 029 749. You must ensure that all equipment and materials are available to be
returned within five business days of our request.
Fees and charges will continue to be incurred until the equipment is returned to the
bank as instructed.
1.3
Damaged, lost or stolen equipment.
You are responsible for your equipment. If equipment is damaged, lost or stolen, you
will be charged for its replacement.
1.4
Merchant receipts.
It’s vital that you retain all merchant receipts printed, in a secure manner for
reconciliation and in case of terminal failure.
You must provide the customer with a receipt unless he or she requests otherwise.
1.5
EFTPOS stationery.
Stationery can be ordered by the phone or online on the internet.
Please place your orders before running your stocks too low. Orders will be delivered to
you within five business days.
Ordering stationery online.
Log on to http://www.westpac.com.au/business-banking/merchant-services/ to
order stationery online. Select stationery ordering system, which will direct you to the
stationery order page on the Westpac website and enter the following details:
• Merchant Number (MID)
• Trading Address Postcode then:
–– Select your stationery items and quantities and follow the prompts.
Ordering stationery by phone.
Call Merchant Business Solutions on 1800 029 749 (available 24/7). Follow the prompts
and use your phone keypad to enter the following details:
• Select your stationery items and quantities then:
–– Merchant Number (MID)
–– Trading Address Postcode
2
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
2.0 Setup and configuration.
2.1
Using the Touch Screen.
The EFTPOS 1i terminal has a colour touch screen. To navigate using the touch screen,
follow the prompts and press the option on the screen to make a selection.
2.2
Using the Keypad.
Key Title
Symbol
Key Purpose
Enter
This button on the terminal keypad is used to accept data
entry or proceed with a function and is the same as using the
SELECT or OK buttons displayed on the touch screen. This
button is also used to power on the terminal when held down
for 10 seconds.
Clear/
Back
This button on the terminal keypad is used for clearing
entered data or moving back to the previous screen and is the
same as using the CLEAR or BACK buttons displayed on the
touch screen.
Cancel
This button on the terminal keypad is used to cancel the
current function and return to the home screen and is the
same as using the CANCEL or NO buttons displayed on
the touch screen. This button is also used to power off the
terminal when held down for 10 seconds.
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
3
2.3
Powering up.
Connecting base station to power.
1. Insert the power cable into the power
port on the terminal base.
2. Plug the AC power cord into a wall
outlet or a power surge.
3. Place terminal on charger to begin
charging the terminal.
Manual Start-up.
Hold the green (Enter) key down for about 10 seconds until terminal displays the startup screen.
Manual Shutdown.
Hold the red (Cancel) key down for about 10 seconds until the terminal displays the
shutdown verification screen. Keep holding the red key until the terminal shuts down.
(Must be unplugged from power supply before attempting manual shut down)
2.4
Loading paper.
1. On top of your terminal, lift and open the black paper compartment latch.
2. Position the paper roll with the end of the roll protruding from underneath the roll
towards the terminal screen.
3. Pull paper out slightly and close the cover.
2.5
Getting started.
Your EFTPOS 1i terminal arrives as a complete unit. Included in your delivery is:
• quick reference guide
• terminal
• terminal base
• paper rolls
• power supply
• cables (RS232 serial, USB and dial cables).
For any PC-EFTPOS software queries, please contact the PC-EFTPOS Help Desk on
02 9998 9800.
4
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
Communication type.
The terminal supports PC-EFTPOS IP Gateway via the POS.
In the event that your main communication method is down, the terminal will
automatically failover to 3G/GPRS backup communications.
2.6
Terminal setup and configuration.
To begin setting up your new EFTPOS 1i terminal:
1. Ensure the terminal base is connected to power.
2. Ensure the terminal base is connected to your Point of Sale (POS) via a supported
communications method.
3. Ensure the terminal is fully charged, or is sitting on the terminal base for power.
4. Ensure that your POS software is running on your Point of Sale. Please contact your
Point of Sale provider or refer to your POS Guide if further information is required.
5. Hold down the green “Enter” key found at bottom right corner of the terminal
keypad, until an audible beep is heard and/or the terminal screen powers on.
6. Follow the instructions for Bluetooth pairing below.
Your terminal should display “Ready” on-screen, at which point you can begin
transacting via your POS software.
2.7
Terminal pairing with base (Bluetooth).
Your terminal uses Bluetooth communications between the Keypad and the Base, with
security measures in place for all communications.
If the base does not display a solid blue light (indicating that it is currently paired with
the terminal), follow these instructions to pair the terminal with the base:
• Press the button on the front of the base and wait for the blue light to begin blinking.
• On the Keypad, select the correct base by identifying the 9-digit serial number
printed on the underside of the base.
• Wait for the pairing to complete, which will be indicated by a solid blue light
displayed on the base.
The terminal will display the following message if Bluetooth pairing has not occurred or
is unsuccessful:
TERMINAL SCREEN
READY
NOT PAIRED
Common issues in the initial pairing process include power and communications issues
which are often resolved by checking the connections between device and power
outlets. Please contact the Merchant Helpdesk for further assistance.
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
5
2.8
Terminal configuration.
Once the EFTPOS 1i terminal is connected, the Merchant ID and Terminal ID will need
to be entered into the PC-EFTPOS EFT Client.
This is done via the Control Panel Your POS Vendor or PC EFTPOS support desk may
be able to assist you if required.
You can use the function on the keypad from the terminal idle screen to configure the
primary communications method. To do this, press the # key at the idle screen and
enter 998 to proceed to communications selection.
The following configuration options will be displayed:
1. Bluetooth Base: View the details of the connected Bluetooth base hardware,
and press “1” to unpair from the base so that your terminal can be paired with
another base.
2. Bluetooth Base Version: View the firmware version of the connected Bluetooth
base, and press “2” to update the base firmware if required.
3. POS Details: View details on the POS interface methodology (such as RS232).
4. SIM: Press “4” to verify the SIM details (if installed).
5. PSTN Details: Press “5” to verify the PSTN phone number (if in use).
6. Power off timer: Press “6” to configure the power-off timer duration.
7. (not in use).
8. Internal Modem: Press “8” to configure which communications method should be
used to communicate with the bank in the event that POS Communications are
down. The available options are GPRS, PSTN, and None.
Note that these communications method configurations are for the handset
communicating directly with the host (via GPRS or PSTN) in the event that the POS-toBank link is down.
The host communications (GPRS or PSTN) will only be used in the event that the POS
communications to the bank are (and/or the terminal is in standalone lite mode), and
this process should be seamless during a transaction.
6
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
3.0Procedures.
3.1
Conducting Contactless Transactions.
The EFTPOS 1i terminal supports contactless
transactions.
Instructions:
1. Your customer should position the contactless
enabled card above the terminal screen.
2. Await the confirmation beeps before removing the
card. The screen status LEDs will also indicate the
progress of the read.
3.2
Inserting a Chip Card.
The EFTPOS 1i terminal supports credit or debit card
transactions.
The chip card reader is located at the bottom of the
terminal below the keypad.
Instructions:
1. Position the chip card with the chip facing
upward and toward the terminal.
2. Insert the chip card into the chip card reader slot
as far as it will go in a smooth, continual motion.
3. The card should remain inserted in the terminal
until the transaction is complete and the terminal
prompts to remove it.
4. If there is an error with reading the chip on the card the terminal may prompt you
to swipe the card.
3.3
Swiping a Magnetic Stripe Card.
The EFTPOS 1i terminal supports credit or debit card
transactions.
The magnetic stripe reader is located on the right hand
side of the terminal.
Instructions:
1. Position a magnetic stripe card in the card reader
with the stripe facing inward, towards the keypad.
2. To ensure a proper read of the magnetic stripe card,
the merchant should insert the magnetic stripe card
from the top of the unit.
3. Swipe the card smoothly through the magnetic card reader.
4. If there is no response from the terminal, or CARD ERROR message is displayed,
swipe the card again. You may be required to swipe faster or slower.
5. If you swipe a chip card the terminal will prompt you to insert the card.
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
7
3.4
CCV Security Codes.
What is CCV?
The CCV is a three or four digit value printed on
a payment card (usually on the signature panel),
used to verify card-not-present transactions.
CCV security codes are a way to lessen the risk
of fraud and chargeback when the cardholder is
not physically present, or when a card cannot be
inserted/swiped successfully. In these cases you
can key in the card number.
AUTHORISED SIGNATURE
4000 0012 3456 7890 123
NOT VALID UNLESS SIGNED
CCV
A CCV security code is printed on the card but
does not appear on receipts. When you key in the CCV code, a check is made that the
code matches the card number. This gives greater assurance that the customer is in
possession of the card.
Note:
• Some cards do not have a CCV code.
• CCV (Card Check Value) is also known as CVV and CVC.
Where can I find the CCV Security Code?
Some cards, for example Mastercard and Visa, have a three-digit CCV printed on the
signature panel on the reverse side of the card. Other numbers may precede the CCV.
The last three digits on the signature panel are the CCV.
Other cards, for example American Express, have a four-digit CCV on the front of the
card, above the account number.
Some cards do not have a CCV.
Should I save CCV Security Codes?
No. It is prohibited to store the CCV codes. They must remain secret. You must not
write them down or save them electronically. Doing so might lead to heavy penalties.
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4.0 Everyday Functions.
4.1Purchase/Sale.
How to process a Purchase transaction
Terminal Screen
Next Step
Start by initiating the transaction via the POS interface.
READY
14:3529/10/13
Bring the card into contact with the terminal by swiping,
inserting or tapping it.
PURCHASE$X.XX
PRESENT CARD
®
PURCHASE $X.XX
MASTERCARD
SELECT ACCOUNT
For magnetic stripe and chip cards, have the customer
select an account on the touch screen or keypad.
Note: The terminal will only display the available accounts
for the card entered
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
CREDIT OR PRESS 3
PURCHASE$X.XX
Ask the customer to enter their PIN on the terminal and
press ENTER, or just press ENTER to sign (if allowed*).
MASTERCARDCR
Key PIN and ENTER
XXXX
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9
Terminal Screen
PURCHASE$X.XX
Next Step
Wait for the “Processing” message to complete.
MASTERCARD CR
Processing
Please Wait
PURCHASE$X.XX
This final screen will show you whether the transaction has
successfully processed. A successful transaction will display
the word APPROVED on-screen, while a failed transaction
will display DECLINED.
APPROVED
If signature is required, check that the customer’s signature
is correct and confirm this via the POS.
VERIFY
SIGNATURE*
CORRECT?
If prompted, remove the customer’s card from the terminal.
REMOVE
CARD
*Note: Signature will still be required for some cards (for example signature-only cards,
payment cards that do not have a chip and some international cards). Your terminal will
be able to process these cards as normal.
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How to process a Purchase with Cash-Out transaction.
If ‘Cash Out’ is enabled on the terminal, customers can be given cash out. Cash is
available from cheque and savings accounts only.
Terminal Screen
READY
Next Step
Start by initiating the transaction via the POS interface,
including entry of the cash-out amount.
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PURCH/CASH$X.XX
Bring the card into contact with the terminal by swiping or
inserting it.
Swipe or
Insert Card
Have the customer select an account on the terminal screen.
PURCHASE $X.XX
MASTERCARD
Note: The terminal will only display the available accounts
for the card entered.
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
PURCHASE$X.XX
Ask the customer to enter their PIN on the terminal and
press ENTER.
MASTERCARD SAV
Key PIN
XXXX
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11
Terminal Screen
Next Step
Wait for the “Processing” message to complete.
PURCHASE$X.XX
MASTERCARD SAV
Processing
Please Wait
If prompted, remove the customer’s card from the terminal.
REMOVE
CARD
PURCHASE$X.XX
MASTERCARD SAV
This final screen will show you whether the transaction has
successfully processed. A successful transaction will display
the word APPROVED on-screen, while a failed transaction
will display DECLINED.
APPROVED
PURCHASE$X.XX
MASTERCARD SAV
DECLINED
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WESTPAC EFTPOS 1i TERMINAL USER GUIDE
4.2
Cash Out.
How to process a Cash Out only transaction.
If ‘Cash Out’ is enabled on the terminal, customers can be given cash out. Cash is
available from cheque and savings accounts only.
Terminal Screen
READY
Next Step
Start by initiating the transaction via the POS interface,
including entry of the cash-out amount.
14:3529/10/13
PURCHASE$X.XX
Bring the card into contact with the terminal by swiping or
inserting it.
Swipe or
Insert Card
Have the customer select an account on the terminal screen.
PURCHASE $X.XX
MASTERCARD
Note: The terminal will only display the available accounts
for the card entered. Credit is not an option.
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
PURCHASE $X.XX
Ask the customer to enter their PIN on the terminal and
press ENTER.
MASTERCARD
Key PIN
XXXX
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13
Terminal Screen
PURCHASE $X.XX
Next Step
Wait for the “Processing” message to complete.
MASTERCARD SAV
Processing
Please Wait
If prompted, remove the customer’s card from the terminal.
REMOVE
CARD
PURCH
$X.XX
MASTERCARD SAV
This final screen will show you whether the transaction has
successfully processed. A successful transaction will display
the word APPROVED on-screen, while a failed transaction
will display DECLINED.
APPROVED
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4.3Refund.
How to process a Refund transaction.
Refunds may only be processed where there was an initial valid transaction on the
same card. If a customer returns a purchase, or if an incorrect amount was charged,
process a refund as follows:
Terminal Screen
Next Step
Start by initiating the transaction via the POS interface.
Keep in mind that this transaction type may be password
protected for risk/security purposes.
READY
14:3529/10/13
REFUND$X.XX
Bring the card into contact with the terminal by swiping,
inserting or tapping it.
PRESENT CARD
REFUND $X.XX
MASTERCARD
Have the customer select an account on the terminal screen.
Note: The terminal will only display the available accounts
for the card entered.
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
CREDIT OR PRESS 3
REFUND$X.XX
Ask the customer to enter their PIN on the terminal and
press ENTER, or just press ENTER to sign (if allowed*).
MASTERCARDSAV
Key PIN
XXXX
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15
Terminal Screen
Next Step
Wait for the “Processing” message to complete.
REFUND$X.XX
MASTERCARD SAV
Processing
Please Wait
If prompted, remove the customer’s card from the terminal.
REMOVE
CARD
REFUND$X.XX
MASTERCARD
REFUND
This final screen will show you whether the transaction has
successfully processed. A successful transaction will display
the word APPROVED on-screen, while a failed transaction
will display DECLINED.
Approved
Check that the customer’s signature is correct and confirm
this via the POS.
VERIFY
SIGNATURE*
CORRECT?
*Note: Signature will still be required for some cards (for example signature-only cards,
payment cards that do not have a chip and some international cards). Your terminal will
be able to process these cards as normal.
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WESTPAC EFTPOS 1i TERMINAL USER GUIDE
4.4
Void a transaction.
How to Void a transaction.
The Void function can be carried out on credit or charge cards to reverse a transaction
that has not yet settled (where available). You should also know that debit card and
pre-authorisation transactions cannot be voided.
Terminal Screen
READY
Next Step
Start by initiating the transaction via the POS interface,
including optional entry of the ROC that is to be voided.
14:3529/10/13
If not done previously, enter the ROC number to the POS.
ENTER ROC NO
ON POS
VOID
SCANNING BATCH
PLEASE WAIT
VOID
VERIFY VOID
CORRECT?
Now wait for the “Scanning Batch” message to complete.
This will occur when the ROC lookup completes. If the ROC
cannot be found, the terminal will prompt for the ROC to be
re-entered into the terminal.
If the lookup is successful then the matching original
transaction details will be shown (last four card number
digits, amount, approval code).
You then need to confirm, via the POS, whether the
transaction details shown are correct.
If YES is selected, the Void will continue as expected.
If NO is selected, the terminal will prompt for ROC re-entry
(only if the previous ROC was entered via the terminal).
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17
Terminal Screen
VOID Next Step
Check that the customer’s signature is correct and confirm
this via the POS.
VERIFY SIGNATURE
CORRECT?
VOID
If the Void is approved then you’ll see this screen will be
shown for about 5 seconds.
VOID
APPROVED
4.5
Tip Adjustment.
How to process a Tip Adjustment.
A Tip Adjustment is performed after the original transaction has been processed. The
customer verifies the base amount of the sale, offers a Tip and signs the receipt. The
adjustment transaction is then processed.
A few things to consider:
• Tip Addition applies to credit and charge cards only.
• The original purchase must not yet have been settled.
• When tip addition is enabled, a signature must be obtained if the receipt reads
‘Approved with Signature’ or if the cardholder writes a Tip Addition on the receipt.
This applies even if the original purchase is approved with PIN. A signature does not
need to be obtained if the receipt shows the original purchase as ‘Approved’, and no
Tip is added.
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WESTPAC EFTPOS 1i TERMINAL USER GUIDE
Terminal Screen
READY
Next Step
Start by initiating the transaction via the POS interface,
including entry of the Tip amount that is to be added to the
original amount.
14:3529/10/13
Now enter the ROC number for completion into the POS. To
force ROC entry via the terminal just leave it blank and press
ENTER.
ENTER ROC NO
ON POS
Wait for the “Scanning Batch” message to complete. This
will occur when the ROC lookup is finished.
SCANNING BATCH
PLEASE WAIT
If the lookup is successful the original transaction details
will be shown (last four card number digits, amount,
authorisation number).
VERIFY TIP
CORRECT?
You then need to confirm, via the POS, whether the
authorisation details shown are correct.
If YES is selected, the completion will continue as expected.
If NO is selected, the terminal will prompt for ROC re-entry
(only if the previous ROC was entered via the terminal).
TIP
APPROVED
This final screen/step will show you whether the response
has been successful or not. A successful response will
display the word APPROVED on-screen, while a failed
response will display DECLINED SIGNATURE ERROR.
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19
4.6
How to Process a Mail/Telephone Order/e-Commerce Transaction
Transactions initiated by mail or telephone are known as MOTO (Mail Order or
Telephone Order) transactions. ECOM (Electronic Commerce) transactions are those
initiated over the Internet.
MOTO and ECOM transactions can be processed on credit and charge cards only, as
the cardholder is not present.
For information on how to register as a MOTO or ECOM merchant, contact Merchant
Business Solutions on 1800 029 749.
Note:
• Until registered as a MOTO/ECOM merchant you must not process MOTO or ECOM
transactions.
• A
n authorisation of a MOTO or ECOM transaction only establishes that the funds are
available in the cardholder’s account and that the card has not been reported lost
or stolen. It does not guarantee that the person whose name appears on the card is
making the purchase or that the purchase will not be subject to a chargeback.
• You will be liable for all chargebacks on MOTO/ECOM transactions.
• Y
ou must retain all merchant receipts for at least eighteen months from the
transaction date.
Terminal Screen
READY
Next Step
Start by initiating the transaction via the POS interface. Do
not enter the card number on the POS. It will be entered into
the terminal shortly.
14:3529/10/13
Enter the card number into the terminal. Once entered, press
ENTER to proceed.
Enter Card Number
XXXX XXXX XXXX XXXX
Enter the card Expiry Date in MMYY format. Once you’ve
done that press ENTER to proceed.
Enter Expiry Date
XX XX
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WESTPAC EFTPOS 1i TERMINAL USER GUIDE
Terminal Screen
Enter CCV
Next Step
Enter the 3 or 4 digit CCV value (found on the customer
card) into the POS. You don’t need to do this if the CCV was
already entered at the same time as the card number. This
field can be left blank if required.
On POS
If prompted, press ENTER on the terminal to proceed.
SALE$X.XX
Press ENTER
Wait for the “Processing” message to complete.
SALE$X.XX
Processing
Please Wait
SALE$X.XX
APPROVED
This final screen/step will show you whether the transaction
has successfully processed. A successful transaction will
display the word APPROVED on-screen, while a failed
transaction will display DECLINED.
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21
4.7
How to Process a Pre-Authorisation.
This function is used to reserve funds for a sale to be processed at a later time. Car
rentals and hotels/motels most commonly use this function.
Note:
• Pre-authorisation transactions can only be performed on credit cards and charge
cards and only where you have been authorised to do so. Be sure to retain the receipt
as it might be required to process the completion transaction.
• The terminal retains pre-authorisations for seven calender days only.
• The length of time funds are help on a customer’s card varies depending on the rules
set by the cardholder’s card issuer.
• Once obtained, a pre-authorisation cannot be cancelled except by the card issuer, or
until the authorisation expires.
Terminal Screen
READY
Next Step
Start by initiating the transaction via the POS interface.
14:3529/10/13
Physically present the card to the terminal by swiping or
inserting. Manual entry of card number via the terminal is
also allowed.
Swipe or
Insert Card
PRE-AUTH
$X.XX
MASTERCARD CR
If prompted, press ENTER on the terminal to proceed.
Press ENTER
To Confirm
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Terminal Screen
PRE-AUTH
$X.XX
Next Step
Wait for the POS “Processing” message to complete.
Processing
Please Wait
If prompted, remove the customer’s card from the terminal.
REMOVE
CARD
PRE-AUTH
$X.XX
If signature is required, check that the customer signature is
correct and confirm via the POS.
VERIFY SIGNATURE
CORRECT?*
PRE-AUTH$X.XX
Take note of the response message. A successful response
will display “APPROVED”, while an unsuccessful response
will display “DECLINED SIGNATURE ERROR”.
APPROVED
*Note: Signature will still be required for some cards (for example signature-only cards,
payment cards that do not have a chip and some international cards). Your terminal
will be able to process these cards as normal.
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23
4.8
How to Process a Completion.
A completion is used to complete an earlier Pre-Authorisation and charges the
cardholder. A completion may also be known as a checkout.
You can process a completion in one of two ways:
1. Using the ROC number from the pre-authorised transaction.
2. Using the authorisation number of the pre-authorised transaction.
Note: The terminal retains pre-authorisations for seven calender days only.
Using the ROC number.
Terminal Screen
READY
Next Step
Start by initiating the transaction via the POS interface,
including entry of the ROC which is to be completed.
14:3529/10/13
PRE-AUTH
Scanning Batch
Please Wait
PRE-AUTH
Verify Checkout
Correct?
PRE-AUTH
Verify Checkout
Correct?
24
Wait for the POS “Scanning Batch” message to complete.
This will occur when the ROC lookup completes.
If the ROC cannot be found, the terminal will prompt for the
ROC to be re-entered into the terminal. If this secondary
ROC entry is not successful then the lookup can be
performed using the Auth Number.
If the lookup is successful then the pre-authorised details
will be shown (last four card number digits, amount,
authorisation number).
Confirm via the POS whether the authorisation details
shown are correct.
Wait for the POS “Scanning Batch” message to complete.
This will occur when the ROC lookup completes.
If the ROC cannot be found, the terminal will prompt for the
ROC to be re-entered into the terminal. If this secondary
ROC entry is not successful then the lookup can be
performed using the Auth Number.
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
Terminal Screen
Next Step
If the lookup is successful then the pre-authorised details
will be shown (last four card number digits, amount,
authorisation number).
Swipe or
Insert Card
Confirm via the POS whether the authorisation details
shown are correct.
Wait for the POS “Processing” message to complete.
PRE-AUTH$X.XX
Processing
Please Wait
PRE-AUTH
If signature is required, check that the customer signature is
correct and confirm via the POS.
VERIFY SIGNATURE
CORRECT?*
If the completion is approved then this approval
notification screen will be shown for a short amount of time
(approximately 5 seconds).
CHECK-OUT
Approved
*Note: Signature will still be required for some cards (for example signature-only cards,
payment cards that do not have a chip and some international cards). Your terminal will
be able to process these cards as normal.
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25
Using the Authorisation number.
Terminal Screen
READY
Next Step
Start by initiating the transaction via the POS interface,
including entry of the ROC which is to be completed.
14:3529/10/13
PRE-AUTH
Enter the ROC number for completion into the POS. Enter
six zero’s (000000) to force ROC entry via the terminal on
the following screen.
Enter ROC NO.
On POS
PRE-AUTH
Enter AUTH NO.
On POS
PRE-AUTH
Verify Checkout
Correct?
This screen is shown if an unknown (or blank) ROC number
was supplied by the POS.
If NO is selected, the next step will be to present a card.
If YES is selected, the entered Authorisation number will be
accepted and the following step will be chosen.
If the lookup is successful then the pre-authorised details
will be shown (last four card number digits, amount,
authorisation number).
Confirm via the POS whether the authorisation details
shown are correct.
If NO is selected, the terminal will prompt for ROC re-entry
(if the ROC was entered into the terminal) or return to the
idle screen (if the ROC was supplied by the POS)
If YES is selected, the completion will continue as expected.
CHECK OUT $X.XX
If prompted, physically present the card to the terminal by
swiping or inserting.
Swipe or
Insert Card
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WESTPAC EFTPOS 1i TERMINAL USER GUIDE
Terminal Screen
Next Step
Press ENTER on the terminal to proceed.
CHECK OUT $X.XX
Press ENTER
CHECK OUT $X.XX
If signature is required, check that the customer signature is
correct and confirm via the POS.
VERIFY SIGNATURE
CORRECT?*
Take note of the response message. A successful response
will display “Approved”, while an unsuccessful response will
display “Declined Signature Error”.
CHECK OUT
Approved
*Note: Signature will still be required for some cards (for example signature-only cards,
payment cards that do not have a chip and some international cards). Your terminal will
be able to process these cards as normal.
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27
5.0 End of Day Functions.
5.1Settlement.
Settlement for the terminal can occur via a programmed terminal settlement
(automatic- Settlement) either by the bank or by the PC-EFTPOS software or by
a manual settlement. Failure to perform a Settlement may result in split deposits
for Settlements.
The terminal and POS must be powered on for settlement to occur at the
programmed time.
Note: A settlement can only be performed once in a 24-hour period.
You cannot settle between 9:30PM and 11:00PM (AEST).
To enable an Automatic Settlement:
The terminal will have a default Automatic Settlement time (unless nominated by
you at the time of application), which can vary by business. You (as the authorised
signatory) may contact Merchant Business Solutions to change the default Automatic
Settlement time.
Alternatively, a scheduled task can be setup via the PC-EFTPOS EMS client, to schedule
an Automatic Settlement time. Refer to your POS vendor or PC-EFTPOS for assistance.
To process a Manual Settlement:
Terminal Screen
Next Step
Start by initiating the transaction via the POS interface.
Wait for the Settlement processing screen to complete.
SETTLEMENT
Please Wait
A successful message will display when the settlement is
approved.
SETTLEMENT
APPROVED
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5.2
How to print a Pre-Settlement report.
This function will print a report of all transactions performed since the last settlement,
without resetting the totals.
Terminal Screen
Next Step
Start by initiating the transaction via the POS interface.
An “APPROVED” message will display when the presettlement report is successful.
PRE-SETTLEMENT
APPROVED
5.3
How to Reprint Last Settlement.
This function will reprint the last settlement which has occurred.
Terminal Screen
Next Step
Start by initiating the transaction via the POS interface.
Then, wait for the processing screen to complete.
LAST SETTLEMENT
Please Wait
An “APPROVED” message will display when the last
settlement report is successful.
LAST SETTLEMENT
APPROVED
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29
6.0 Standalone-Lite Mode.
The Standalone-Lite mode on your terminal allows it to transact on it’s own in the event
of a POS outage, without the need for the POS.
It’s important to know that the Standalone-Lite mode doesn’t offer the full range
of functionality outlined earlier in this document. However, it does allow limited
transaction types to be performed without a connection to a POS system.
Communication options available in Standalone-Lite mode are Dial and 3G/GPRS.
Refer to the table below to see what you’re able to do in Standalone-Lite mode.
Category
Capability
Transaction
Types
• Purchase
• Cashout
• Refund (password protected)
Settlement &
Reporting
• Pre-Settlement
• Settlement
• Last Settlement
• Shift Totals
• Duplicate Receipt
Switching between Standalone-Lite Mode and Integrated Mode
To switch the Standalone-Lite Mode on/off (i.e. between Standalone-Lite and
Integrated modes) use the following function commands (triggered on the idle screen
using the “#” key):
• Switch from Integrated to Standalone-Lite mode: Function 11112223.
• Switch from Standalone-Lite to Integrated mode: Function 11112222.
6.1
Terminal Logon using Standalone-Lite Mode.
Terminal Screen
Next Step
Select Bank Logon on the terminal. This option is on page 3
of the idle screen.
LOGON
REPRINT
SHIFT TOTALS
PREV
NEXT
The Logon will be performed and will then return you to the
Standalone-Lite idle screen.
BANK LOGON
PLEASE WAIT
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6.2
Purchase using Standalone-Lite Mode.
Terminal Screen
Next Step
Select Purchase transaction on the terminal (press ENTER
on terminal if screen is not visible to display menu)
PURCHASE
CASHOUT
REFUND
PREV NEXT
Enter the transaction amount into the terminal and press
ENTER.
ENTER AMOUNT
$X.XX
PURCHASE$X.XX
Enter the Cash Out amount into the terminal and press
ENTER.
ENTER CASH OUT
$0.00
PURCHASE $X.XX
Press Enter to confirm the total purchase + Cash Out
amount.
TOTAL AMOUNT
$X.XX
Bring the card into contact with the terminal by swiping,
inserting or tapping it.
PURCHASE$X.XX
PRESENT CARD
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31
Terminal Screen
PURCHASE $X.XX
MASTERCARD
CREDIT
Next Step
Have the customer select an account on the terminal screen.
Note: The terminal will only display the available accounts
for the card entered.
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
CREDIT OR PRESS 3
PURCHASE $X.XX
Ask the customer to enter their PIN on the terminal and
press ENTER, or just press ENTER to sign (if allowed*).
MASTERCARDCR
Key PIN or ENTER
XXXX
Wait for the “Processing” message to complete.
PURCHASE $X.XX
MASTERCARDCR
Processing
Please Wait
PURCHASE$X.XX
Take note of the response message. A successful response
will display “APPROVED”, while an unsuccessful response
will display “DECLINED”.
APPROVED
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6.3
Standalone-Lite Cash Out flow.
Terminal Screen
Next Step
Select Cash Out transaction on the terminal.
PURCHASE
CASHOUT
REFUND
PREVNEXT
CASH OUT
$X.XX
Enter the Cash Out amount into the terminal and press
ENTER.
ENTER CASH OUT
$0.00
CASH OUT
$X.XX
Press ENTER to confirm the total Cash Out amount.
TOTAL AMOUNT
$X.XX
CASH OUT $X.XX
Bring the card into contact with the terminal by swiping,
inserting or tapping it.
PRESENT CARD
CASH OUT $X.XX
MASTERCARD
DEBIT
Have the customer select an account on the terminal screen.
Note: The terminal will only display the available accounts
for the card entered.
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
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33
Terminal Screen
CASH OUT $X.XX
Next Step
Ask the customer to enter their PIN on the terminal and
press ENTER, or just press ENTER to sign (if allowed).
MASTERCARD
DEBIT
Key PIN or ENTER
XXXX
CASH OUT
$X.XX
Wait for the “Processing” message to complete.
MASTERCARD
DEBIT
Processing
Please Wait
CASH OUT
$X.XX
Take note of the response message. A successful response
will display “APPROVEd”, while an unsuccessful response
will display “DECLINED”.
APPROVED
Before completing the transaction, check that the transaction was approved before
handing the customer their copy of the transaction record and their card. If the
transaction is declined, the terminal will display an error message giving the reason.
6.4
Standalone-Lite Refund flow.
Terminal Screen
Next Step
Select Refund transaction on the terminal.
PURCHASE
CASHOUT
REFUND
MORE
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Terminal Screen
REFUND$X.XX
Next Step
Enter the Refund amount into the terminal and press
ENTER.
ENTER REFUND AMT
$0.00
REFUND$X.XX
Press ENTER to confirm the total refund amount.
TOTAL AMOUNT
$X.XX
REFUND $X.XX
Bring the card into contact with the terminal by swiping,
inserting or tapping it.
PRESENT CARD
REFUND $X.XX
MASTERCARD
CREDIT
Have the customer select an account on the terminal screen.
Note: The terminal will only display the available accounts
for the card entered.
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
REFUND $X.XX
Ask the customer to enter their PIN on the terminal and
press ENTER, or just press ENTER to sign (if allowed).
MASTERCARD
REFUND
Key PIN or ENTER
XXXX
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
35
Terminal Screen
REFUND$X.XX
Next Step
Wait for the “Processing” message to complete.
MASTERCARD DEBIT
Processing
Please Wait
REFUND
$X.XX
Take note of the response message. A successful response
will display “APPROVED”, while an unsuccessful response
will display “DECLINED”.
APPROVED
Before completing the refund, check that the transaction was approved before handing
the customer their copy of the transaction record and their card. If the transaction is
declined, the terminal will display an error message giving the reason.
6.5
Standalone-Lite Settlement flow.
Terminal Screen
Next Step
Select Settlement on the terminal. This option is on page 2
of the idle screen.
SETTLEMENT
PRE-SETTLE
LAST SETTLE
MORE
Enter your merchant password or contact the Merchant
Helpdesk for assistance.
MERCHANT
PASSWORD
Once your password is accepted your settlement receipt will
be printed.
1234
36
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
6.6
Standalone-Lite Pre-Settlement Report.
Terminal Screen
Next Step
Select Pre-Settlement on the terminal. This option is on page
2 of the idle screen.
SETTLEMENT
PRE-SETTLE
LAST SETTLE
MORE
MERCHANT
PASSWORD
Enter your merchant password or contact Merchant
Business Solutions for assistance.
Once your password is accepted your Pre-Settlement
receipt will be printed.
1234
6.7
Standalone-Lite Last Settlement Report.
Terminal Screen
Next Step
Select Last Settlement on the terminal. This option is on
page 2 of the idle screen.
SETTLEMENT
PRE-SETTLE
LAST SETTLE
MORE
MERCHANT
PASSWORD
Enter your merchant password or contact Merchant
Business Solutions for assistance.
Once your password is accepted your Last Settlement
receipt will be printed.
1234
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
37
6.8
Standalone-Lite Duplicate/Reprint Receipt flow.
Terminal Screen
Next Step
Select Receipt Reprint on the terminal. This option is on
page 3 of the idle screen.
LOGON
REPRINT
SHIFT TOTALS
MORE
The Receipt Reprint will be performed and will then return
you to the Standalone-Lite idle screen.
LOGON
REPRINT
SHIFT TOTALS
MORE
6.9
Standalone-Lite Shift Totals flow.
Terminal Screen
Next Step
Select Shift Totals on the terminal. This option is on page 3
of the idle screen.
LOGON
REPRINT
SHIFT TOTALS
MORE
RESET TOTALS?
YES
The shift totals receipt will be printed and you will be asked
to confirm whether the Shift Totals should be reset to zero.
Make a selection (YES or NO) and you will be returned to the
idle screen.
NO
38
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
7.0 Fall Back Sales Procedures.
7.1
Electronic Fall Back.
Electronic Fall Back is the ability to continue performing transactions on the terminal,
even when communication with the host system has been lost or the card issuer is
unavailable. In EFB mode, transactions are stored within the terminal and manual
vouchers are not required. After communication has been restored, the terminal
forwards the stored transactions to the Bank for processing.
The Electronic Fall Back (EFB) facility is available only when enabled on the terminal,
and only for certain card types.
When processing in EFB Mode some differences apply to normal ‘online’ processing:
• For credit card transactions that are over your credit card floor limit (your merchant
letter of offer contains your debit and credit floor limits), you will be required to enter
an authorisation number which you can obtain by calling 132 415. Alternatively ask
your customer for an alternate means of payment.
• Signature capture is required on all EFB transactions regardless of the account
selection or whether PIN was entered.
• Cheque/Savings account transactions exceeding your debit card floor limit will be
declined. Ask your customer for an alternate means of payment.
When communication has been lost and the amount of the transaction is over your
floor limit, the terminal will display the following:
TERMINAL DISPLAY
ENTER AUTH ID
ON POS
VERIFY SIGNATURE
PROCEDURE
You will be required to enter an authorisation number, which
you can obtain by calling 132 415.
Key in the authorisation number on the POS and press
ACCEPT.
Have the customer sign the receipt. If the signature matches
the signature on the card, press YES on the POS. Otherwise
press NO.
CORRECT?
This message will be displayed if the transaction is approved.
CREDIT SALE
APPROVED
Note: You are reminded that you must not “split” a sale in order to avoid obtaining
authorisation.
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
39
EFB Purchase Receipt.
CUSTOMER COPY
MERCHANT COPY
Mastercard
1111 1111 1111 1111 (C)
Mastercard
ACCT TYPE
CREDIT
TRANS TYPE PURCHASE
TERMINAL ID 28010101
POS REF
000000004647
INV/ROC NO
000625
BANK REF
00123
DATE/TIME 23 JUN 09
17:31
Exp Date
11/11
ACCT TYPE
CREDIT
TRANS TYPE PURCHASE
TERMINAL ID 28010101
POS REF
000000004647
INV/ROC NO
000625
BANK REF
00123
DATE/TIME 23 JUN 09
17:31
AMOUNT
AMOUNT
APPROVED
(P7)
$80.00
$80.00
TOTAL AUD
TOTAL AUD
…………1111 (C)
$80.00
*08
APPROVED
(P7)
$80.00
*08
CARDHOLDER SIGN HERE
X Remember to always check the
receipt to verify if a transaction
has been approved.
40
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
8.0Glossary.
Charge Card
American Express, Diners Club or JCB card
Credit Card
Mastercard, Visa card or UnionPay International
CCV Number (Card Check
Value)
An additional security feature used in transactions
where the cardholder is not present (MOTO or ECI).
Debit Card
A card that gives the customer access to a cheque
or savings account. The customer must be present
when accessing these account types. Details
cannot be hand-keyed into an EFTPOS terminal.
Electronic Fall Back (EFB)
The ability to continue performing transactions
on the terminal when the communication with the
Westpac System has been lost.
Merchant ID
An eight digit number used to obtain an
authorisation code for credit card transactions.
This number is unique to your terminal, and can be
found on any of the following:
• A receipt printed on your terminal.
• Your merchant statement.
Merchant Password
A merchant password is required for refunds, voids
and certain terminal functions. Ensure you keep
your password secure so only authorised personnel
can access these functions.
MOTO (Mail Order or
Telephone Order)
Transactions initiated by Mail or Telephone are
known as MOTO.
This is only available for approved merchants.
PAN (Primary Account
Number)
The unique payment card number (typically for
credit or debit cards) that identifies the issuer and
the particular cardholder account).
PIN (Personal Identification
Number)
A number used as a security access code for
EFTPOS transactions.
Pre-Auth ID
The number used to identify a Pre-Authorisation
record.
TRAN (Transaction Reference
Number)
The transaction reference number is an invoice
number, found on your terminal receipt.
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
41
9.0 Trouble shooting.
9.1
Hardware Faults.
HARDWARE
FAULTS
ACTION
No response from
the terminal
1.Ensure that the power cable is securely connected to the
terminal.
2. Power off the terminal for 10 seconds.
3. Power on the terminal.
4. Retry the transaction.
5. Call Merchant Business Solutions if the problem persists.
Terminal not
reading cards
1. Re-insert/swipe the card as per instructions in Section 4.0.
2.If there is still no response from the card reader power off
the terminal for 10 seconds.
3. Power on the terminal.
4. Retry the transaction.
5. Call Merchant Business Solutions if the problem persists.
Paper jamming
or
Not feeding
or
Not printing
1.Remove the paper roll from the printer to ensure that there
is no paper caught.
2.If the existing paper roll is damaged in any way then
replace this with a new roll.
3. Verify that the printer door is properly latched.
4.Ensure that the battery charge state is not below the
critically low level.
5. Plug terminal to a power source.
6.If the problem continues power off the terminal for 10
seconds.
7. Power on the terminal.
8.Print a sample receipt. This will confirm if the printer is
operational.
Call Merchant Business Solutions if the problem persists.
42
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
9.2
Response Codes.
Code
Display
Cause/Action
00
APPROVED
• The transaction has been approved
08
APPROVED
With signature
• The transaction has been approved if the
signature is correct
Y1
APPROVED
• The transaction has been approved
Y3
APPROVED
• The transaction has been approved
01
CALL FOR AUTH
• Unable to obtain electronic authorisation
02
CALL FOR AUTH
• Unable to obtain electronic authorisation
03
INVALID PPID
• Contact Merchant Business Solutions
04
CONTACT CARD ISSUER
• Obtain another form of payment
• Advise cardholder to contact card issuer
05
CANNOT PAY
06
CANNOT PAY
• Obtain another form of payment
• Advise cardholder to contact card issuer
• Obtain another form of payment
• Advise cardholder to contact card issuer
08
APPROVED PENDING
SIGNATURE
• The transaction is approved if the signature
is correct
12
INVALID TRANSACTION
• Retry the transaction selecting a different
account
• The cardholder should now sign the receipt
• If the transaction is declined again, obtain
another form of payment
• Advise cardholder to contact card issuer
13
CANNOT PAY
• Obtain another form of payment
• Advise cardholder to contact card issuer
14
CONTACT CARD ISSUER
30
FORMAT ERR CALL
HELPDESK
• Obtain another form of payment
• Advise cardholder to contact card issuer
• Power the terminal off and on and retry the
transaction
• Contact Merchant Business Solutions whilst
the cardholder is present to confirm if the
transaction has been processed correctly
39
WRONG ACCOUNT
• Retry the transaction, selecting a different
account
• If the transaction is declined again, obtain
another form of payment
• Advise cardholder to contact card issuer
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
43
Code
Display
Cause/Action
51
CANNOT PAY
• Obtain another form of payment
52
WRONG ACCOUNT
• Advise cardholder to contact card issuer
• Retry the transaction, selecting a different
account
• If the transaction is declined again, obtain
another form of payment
• Advise cardholder to contact card issuer
53
WRONG ACCOUNT
• Retry the transaction, selecting a different
account
• If the transaction is declined again, obtain
another form of payment
• Advise cardholder to contact card issuer
54
EXPIRED CARD
• Check the card expiry date
CANNOT PAY
• Obtain another form of payment
• Advise cardholder to contact card issuer
55
INVALID PIN
• The cardholder has entered the wrong PIN
• Retry the transaction with the correct PIN
56
CONTACT CARD ISSUER
• Obtain another form of payment
• Advise cardholder to contact card issuer
58
INVALID TRANSACTION
• Obtain another form of payment
• Advise cardholder to contact card issuer
59
CANNOT PAY
61
CANNOT PAY
• Obtain another form of payment
• Advise cardholder to contact card issuer
• Obtain another form of payment
• Advise cardholder to contact card issuer
62
CANNOT PAY
• Obtain another form of payment
• Advise cardholder to contact card issuer
65
CANNOT PAY
• Obtain another form of payment
• Advise cardholder to contact card issuer
75
CANNOT PAY
• Retry the transaction
• If the transaction is declined again, obtain
another form of payment
• Advise cardholder to contact card issuer
90
PLEASE RETRY
• Retry the transaction
• If the transaction is declined again, obtain
another form of payment
• Advise cardholder to contact card issuer
91
44
ISSUER NOT AVAILABLE
• Bank is unavailable; retry the transaction
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
Code
Display
Cause/Action
94
CANNOT PAY
• Obtain another form of payment
97
SETTLE NOT AVAILABLE
• Advise cardholder to contact card issuer
• A settlement has been processed in the
last 24 hours, or the settlement is being
attempted between 9.30pm and 11.00pm
(AEST)
• Retry during settlement hours, making sure
24 hours have elapsed since the previous
settlement
98
SYSTEM ERROR
• Turn terminal off, then back on, and retry the
transaction
• Contact Merchant Business Solutions if the
problem persists
TC
DECLINED TC
• Retry the transaction, selecting a different
account
• If the transaction is declined again, obtain
another form of payment Advise cardholder
to contact card issuer
TL
DECLINED TL
• Signature error
XO
DECLINED TIME OUT
• Retry the transaction
• Contact Merchant Business Solutions if the
problem persists
X7
CANCELLED SYSTEM
ERROR
• Retry the transaction
Z1
CANNOT PAY
• Obtain another form of payment
Z3
ISSUER UNAVAILABLE
• Obtain another form of payment
Z4
CANNOT PAY
• Obtain another form of payment
• Contact Merchant Business Solutions if the
problem persists
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
45
Below is a copy of a receipt which indicates the location of the Response Codes.
CUSTOMER COPY
Mastercard
………… 1234 (C)
ACCT TYPE
CHEQUE
TRANS TYPE
PURCHASE
TERMINAL ID
POS REF
28010101
123456789876
INV/ROC NO
000553
BANK REF
DATE/TIME 11:35
AID
TC
001258
23 JUN 09
A0000000041010
244F234AC7FD7547
AMOUNT
TOTAL AUD
AUTH
APPROVED
$20.00
$20.00
182126
00
Response Code
Location
Remember to always check the
receipt to verify if a transaction
has been approved.
Where your terminal displays a response code not listed in this guide, and you
use an electronic terminal supplied by us, you should phone Merchant Business
Solutions on 1800 029 749 for clarification.
46
WESTPAC EFTPOS 1i TERMINAL USER GUIDE
©2016 Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714.
EFT001I 1216
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