Hypercom Dial Up and Countertop GPRS

Hypercom Dial Up and Countertop GPRS
Hypercom
Dial Up and
Countertop
GPRS
Merchant Operating Guide
Phone Numbers.
The following Help Desk’s and Authorisation Centre’s are available to
you 24 hours a day, 7 days a week.
BankSA Electronic Banking Service Centre.
Service and Sales Support Help Desk (including stationery orders).
1300 650 977
Touch Help Desk.
For General Touch Enquiries.
1300 305 066
Authorisations - For Fall Back Purposes Only.
Cardlink Authorisation Centre
(credit cards only).
1300 301 831
EFTPOS Help Desk (debit cards only).
1300 650 977
American Express Authorisations.
1300 363 614
Diners Club Authorisations.
1800 331 112
JCB Authorisations.
1300 363 614
Merchant details.
Please complete the details below for your merchant facility.
Trading name:
Merchant number:
Terminal number(s):
Contents.
1.0Introduction.................................2
1.1 Merchant Responsibility
for Equipment and
Materials Provided........................2
1.2 Cancellation of Facility..................3
1.3 Damaged, Lost or Stolen
Equipment....................................3
1.4 Merchant Receipts.......................3
1.5 EFTPOS Stationery.......................3
2.0 Getting Started............................4
2.1 Hypercom Dial Up and
Countertop GPRS Terminals..........4
2.2 Keypad Layout..............................4
2.3 Connecting the Terminal...............5
2.4 Printer and Paper
Load Function...............................6
2.5Passwords...................................8
3.0Terminal Users...........................10
4.0Procedures................................14
4.1 Inserting a Chip Card..................14
4.2 Swiping a Magnetic
Stripe Card.................................15
4.3 Damaged Cards.........................15
4.4 Operating Training Mode.............16
4.5 Locking/Unlocking Terminal
Keyboard...................................21
5.0Transaction Procedures.............22
5.1 How to Process a Sale................22
5.2 How to Process a
Cash Only Transaction................25
5.3 How to Process a Refund............27
5.4 How to Void a Transaction...........30
5.5 How to Process a Sale with Tip...33
5.6 How to Process a Tip Addition.....36
5.7 How to Process a
Mail/Telephone Order/
e-Commerce Transaction............41
5.8 How to Process a
Pre-Authorisation........................44
5.9 How to Process a Completion.....47
6.0
6.1
6.2
6.3
6.4
6.5
6.6
6.7
6.8
6.9
Reporting Functions..................52
How to Print a
Sub Total Report........................52
Terminal Settlement...................54
How to Reprint
Previous Settlements.................56
How to Reprint
Last Transaction.........................58
How to Reprint
Specific Transaction...................60
How to View Transactions...........61
How to Print Transaction Log.......63
How to Print Tip Report...............65
Shift Totals.................................67
7.0Additional Terminal
Features/Options......................69
7.1 Multi Merchant Facility................69
7.2 Merchant Surcharge...................69
7.3 Pre-Set Amounts........................72
7.4 Merchant Logo...........................76
7.5 Contactless Payments................77
8.0 Fall Back Sales Procedures.......87
8.1 Electronic Fall Back....................87
8.2 Manual Fall Back........................89
9.0 Interfaced EFTPOS....................90
10.0Minimising Fraud.......................91
10.1 CCV Security Codes....................91
11.0Trouble Shooting........................93
11.1 Hardware Faults.........................93
11.2 Response Codes........................94
12.0 Glossary of Common Terms.... 100
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
1
1.0 Introduction.
The Hypercom Dial Up and Countertop GPRS EFTPOS terminals 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). To accept Charge Card transactions please contact the Charge Card
provider.
The features of the Hypercom Dial Up and Countertop GPRS EFTPOS terminals include:
• Process Purchases
• Process Refunds
• Process Voids (where available)
• Process Mail/Telephone Order Transactions (approved merchants only)
• Process Cash Out Transactions for Debit Cards
• Process Pre-Authorisation and Completion Transactions (approved merchants only)
• Process Tips
• Shift Management and Reporting
• Tip Management and Reporting
This EFTPOS Merchant Operating Guide forms part of your Agreement with the Bank.
1.1Merchant Responsibility for Equipment and Materials Provided.
Imprinters, terminals, any other hardware or equipment and any unused stationery and
promotional materials supplied by the Bank, remain the property of the Bank.
• You must not sell, assign or in any way encumber them.
• You shall not part with possession of 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.
Terminals must not be relocated without prior authorisation.
Terminals must be located where customers can use the pinpad without the risk of
other people seeing them key in their PIN.
• American Express® is a registered trademark of American Express Company.
• MasterCard® and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated.
• Visa® is a registered trademark of Visa Worldwide PTe Limited.
2
Hypercom Dial Up and Countertop GPRS Merchant Operating GuideINTRODUCTION
1.2 Cancellation of Facility.
If your merchant facility is cancelled for any reason, this equipment and materials
must be returned to us. To make arrangements for return call the EFTPOS Helpdesk
on 1300 650 977. 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 their replacement.
1.4Merchant Receipts.
You must 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.
1.5EFTPOS Stationery.
All items of stationery relating to your EFTPOS terminal and fall back procedures can be
ordered by 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.
There are no additional fees for stationery supplies.
Ordering Stationery Online
Log on to http://www.banksa.com.au/business/payment-solutions/ to order
stationery online. Select ‘Order Merchant Stationery’ from the menu on the right of
the page, which will direct you to the stationery order page on the BankSA 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 the EFTPOS Helpdesk on 1300 650 977 (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
Hypercom Dial Up and Countertop GPRS Merchant Operating GuideINTRODUCTION
3
2.0Getting Started.
2.1 Hypercom Dial Up and Countertop GPRS Terminals.
The Hypercom Dial Up and Countertop GPRS terminals are complete units. The
terminals operate as a pinpad for the customer and have an internal thermal printer
for fast, quiet printing.
2.2 Keypad Layout.
Soft Keys
Reports Key
Function Key
Menu Key
Paper Feed Key
Cancel Key
1
2
3
4
5
6
7
8
9
*
0
#
Magnetic Stripe Reader
Enter Key
Clear Key
Chip Card Reader
4
Soft Keys:
The SOFT keys are used to select options displayed on the
terminal screen and to move up and down through the menu
options displayed on the screen.
Reports Key:
The REPORTS key accesses the report menu.
Menu Key:
The MENU key accesses the terminal menu for various functions.
Function
Key:
The FUNCTION key is used to access the terminal functions.
Magnetic
Stripe
Reader:
The reader where a cards magnetic stripe is swiped.
Paper Feed:
The FEED key performs a 10mm paper feed.
Cancel Key:
The CANCEL key is used to cancel the current function and return
the terminal to the idle state.
Enter Key:
The ENTER key is used to confirm data entered or displayed and
to select menu options.
Clear Key:
The CLEAR key is used to cycle backwards through the
transaction steps if an error is made.
Chip Card
Reader:
The reader where a card is inserted to read the chip.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
GETTING STARTED
2.3 Connecting the Terminal.
To connect the terminal:
(a) Remove the wiring clip as shown.
Wiring Clip
(b) (Dialup terminal only – T4220) (Using the monocable)
Monocable
i. Insert the RJ-11 cable (LINE label) into the LINE (blue) port. Connect the
telephone cable into the RJ-11 connector box (LINE label) and connect the
other end of the telephone cable into the telephone wall socket.
ii. Insert the middle cable into the POWER (red) port. Turn connector counter
clockwise to lock in place. Connect the power adaptor into the power
connector on the other end of the curly cord. Plug the other end of the power
cord into socket at the wall.
iii. Insert the RS232 cable (SERIAL label) into the SERIAL (green) port.
Labeled
Ports
POWER
LINE
SERIAL
PIN PAD
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
NET
GETTING STARTED
5
(c) (Countertop GPRS terminal only – T4230)
i. The terminal utilises the Telstra GPRS network. An authorised SIM card is
required to process transactions on the terminal via the GPRS network. The
Bank will provide data only SIM cards with the terminal.
The SIM card should already be installed when you receive your terminal.
Do not attempt to remove the SIM card from the terminal unless instructed by
the Helpdesk.
The signal strength will display on the terminal screen in the bottom left
corner as below:
Signal Strength – Number of bars indicates strength of the GPRS
signal. When no signal is detected just the Y will appear. Three
bars indicate good signal strength.
ii. Connect the power adaptor into the POWER (red) port. Turn connector counter
clockwise to lock in place. Plug the other end of the power cord into socket at
the wall.
(d) Re-insert the wiring clip over the cables to keep them in place.
1
2
3
4
5
6
7
8
9
*
0
#
2.4 Printer and Paper Load Function.
The Hypercom Dial Up and Countertop GPRS terminals have an in-built thermal
printer. To load paper:
(a) Open the paper compartment cover by pressing the sides of the paper
compartment cover and lifting upwards.
Printer Cover
6
1
2
3
4
5
6
7
8
9
*
0
#
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
GETTING STARTED
(b) Drop the paper roll into the compartment with the end of the roll protruding from
underneath the roll.
Drop
Paper Roll
1
4
2
3
5
6
7
8
9
*
2 0
3 #
4
5
6
7
8
9
*
0
#
1
Pull
Receipt Paper
(c) Pull the paper out slightly and close the cover.
(d) Test the operation of the printer by pressing the PAPER FEED (✽) button.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
GETTING STARTED
7
2.5Passwords.
The following information describes the passwords and codes used in this guide.
Ensure that your passwords are changed regularly to prevent unauthorised use.
2.5.1 Refund/Void Password.
This password is a security measure to ensure only those personnel who are
authorised by you (as the authorised signatory) can process refunds or voids (where
available) through your terminal.
You are responsible for protecting this password against unauthorised use. Do not
key in your password in a manner that enables customers or unauthorised staff to
observe the number.
If you do not know the password, you will need to contact the Helpdesk.
If you know your password and want to change it, you can do so via the following
function at any time.
TERMINAL DISPLAY
DATE
PROCEDURE
TIME
ENTER AMOUNT
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 90 and press ENTER.
CLEAR
Enter Refund/Void Pswd
MERCHANT NAME
Key in your current password and press ENTER.
CLEAR
New Refund Pswd
MERCHANT NAME
Key in a new four digit password and press
ENTER.
CLEAR
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Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
GETTING STARTED
Re-Enter Refund Pswd
MERCHANT NAME
Re-enter the new four digit password and press
ENTER. You will be returned to the idle screen.
CLEAR
2.5.2 Merchant Password.
This password is used to identify specific merchants, when the terminal has multi
merchant facility activated (where available).
The password is used to process transactions and print reports.
If you do not know the password, you will need to contact the Helpdesk.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
GETTING STARTED
9
3.0Terminal Users.
Your terminal is capable of being enabled for up to 50 users. This allows you to
keep a record of users who have operated the terminal. You can assign a ‘title’ to
the users. The ‘title’ will apply to all user IDs that you enter. You can select from the
default ‘titles’ or customise the ‘title’ by contacting the Helpdesk. The user ID will
print on the receipts and some reports will give you a break down of transactions
done by each user. These reports include Transaction Listing and Tip Report.
Setting Up and Enabling Users:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 44 and press Enter.
CLEAR
User IDs
Enable User Prompts?
NOYES
Select Display ID
1. WAITER
2. USER
3. DRIVER
4. OPERATOR
Press the soft key next to YES
Note: The terminal will display Disable User
Prompts? if the function is already enabled.
Press the number which corresponds to the
’title’ you want to use for your users and press
ENTER.
You can scroll through the options by pressing
the soft key next to the arrows.
Select USER ID
1.
2.
3.
4.
5.
6.
10
Press the number which corresponds to the
user you wish to edit and press Enter.
You can scroll through the options by pressing
the soft key next to the arrows.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
TERMINAL USERS
TERMINAL DISPLAY
PROCEDURE
Key in the identifier which you want to assign to
the user and press ENTER.
USER ID
Enter USER ID
1
SEL
2
3
4
5
6
7
8
9
0
CLEAR
Note: The identifier can be a name or number or
combination of both. Up to 10 characters can be
used (inc. spaces).
Press the soft key beside ‘sel’ or press the # key
on the keypad to switch between numbers, letters
or symbols. Keep pressing the keys for more
options.
Repeat this process for all required users.
The terminal will now prompt for the operator to select a user, after the amount has
been entered, on each transaction.
TERMINAL DISPLAY
PROCEDURE
Select USER ID
1. User One
2. User Two
3. User Three
4. User Four
5. User Five
Press the number which corresponds to the
user you wish to process the transaction under
and press Enter.
You can scroll through the options by pressing
the soft key next to the arrows.
6. User Six
Updating and Removing Users:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 44 and press Enter.
CLEAR
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
TERMINAL USERS
11
User IDs
Press the soft key next to NO
Disable User Prompts?
NOYES
Select Display ID
1. WAITER
2. USER
3. DRIVER
4. OPERATOR
Note: The terminal will display Enable User
Prompts? if the function is already disabled.
Press the number which corresponds to the
’title’ you used when setting up your users and
press ENTER or select a new ’title’ and press
ENTER.
You can scroll through the options by pressing
the soft key next to the arrows.
Select USER ID
1.
2.
3.
4.
5.
6.
Press the number which corresponds to the
user you wish to edit and press Enter.
You can scroll through the options by pressing
the soft key next to the arrows.
Update the identifier which you want to assign to
the user and press ENTER.
Note: The identifier can be a name or number or
combination of both. Up to 10 characters can be
used (inc. spaces).
USER ID
Enter USER ID
SEL
1
2
3
4
5
6
7
8
9
0
CLEAR
Press the soft key next to ‘sel’ or press the # key
on the keypad to switch between numbers, letters
or symbols. Keep pressing the keys for more
options.
Repeat this process for all required users.
Alternately a user can be removed by pressing the
soft key next to CLEAR and press ENTER.
12
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
TERMINAL USERS
To ensure that your current users are stored with the Bank, you should complete the
following upload, when you add or remove any users from your terminal.
This will ensure that your users will be automatically updated to any replacement
terminals you may receive. You will not need to re-enter the users on a replacement
terminal if this is completed.
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press FUNCTION.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 24 and press Enter.
CLEAR
TMS Upload
TMS Upload?
Press the soft key next to YES, or press Enter
to continue with the upload.
NOYES
COMMS
Connecting
RESPONSE
APPROVED
The terminal is connecting to the bank and
uploading the user information.
The terminal will print a receipt and then return
to the idle screen.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
TERMINAL USERS
13
4.0Procedures.
4.1Inserting a Chip Card.
When your terminal is enabled for chip card acceptance, chip cards are inserted into
the terminal and left there for the duration of the transaction.
The chip card reader is located at the bottom of the terminal below the keypad.
XX
XX
/X
X
XX
XX
XX
XX
X
XX
X
XX XX
XX X X
XX X
XX
Chip Card
Reader
Chip Card
1. Check the terminal is displaying the message INSERT/SWIPE CARD.
2. Hold the card face-up with the chip towards the terminal.
3. Insert the card as far as it will go into the reader and continue processing the
transaction.
4. Leave the card in the terminal until prompted to remove it.
5. If a chip card is swiped in error, the terminal will display the message CHIP CARD
PLEASE INSERT CARD.
6. If a chip card is faulty or cannot be read, the terminal will display the message
CARD READ ERROR PLEASE REMOVE CARD. Retry inserting the card. If the
chip card still cannot be read, the terminal may display the message SWIPE
CUSTOMER CARD. If this occurs, swipe the card.
14
Hypercom Dial Up and Countertop GPRS Merchant Operating GuidePROCEDURES
4.2 Swiping a Magnetic Stripe Card.
The magnetic stripe reader is located on the right hand side of the terminal.
Magnetic
Stripe Card
Bi-directional
Card Reader
1. Check the terminal is displaying the message INSERT/SWIPE CARD.
2. Hold the card upside-down with the magnetic stripe facing inwards.
3. Swipe the card smoothly through the card reader, in either direction. Ensure the
whole magnetic stripe is swiped through the reader.
4. If there is no response from the terminal, or CARD ERROR message is displayed,
swipe the card again. You might need to swipe faster or slower.
5. If you swipe a chip card the terminal will beep and prompt you to insert the card.
4.3 Damaged Cards.
If a credit card will not read, when inserted in the chip card reader or when swiped,
while performing a credit account transaction, the manual key process should not be
used.
Warning: Where the manual key process has been used to perform a credit card
transaction (contrary to the MOTO or ECOM instructions outlined in section 5.7,
How to Process a MOTO/ECOM Transaction), and that transaction is subsequently
disputed by the cardholder, the merchant will be liable for the amount of the
transaction.
A manual fall back voucher can be used to fulfil the sale as per the instructions
outlined in section 8.2, Manual Fall Back.
The option of completing a manual voucher ONLY applies to credit account
transactions where the credit card will not read.
In the following situations, the cardholder must be referred to their card issuer and an
alternative form of payment requested.
- Credit account transaction DECLINED
- Savings/Cheque account transaction DECLINED
Hypercom Dial Up and Countertop GPRS Merchant Operating GuidePROCEDURES
15
- Credit/Debit card will NOT READ when performing a Savings/Cheque account
transaction.
Note: The non compliance to the above procedure will be considered a serious
breach of the merchant agreement and may result in termination of your merchant
facility.
4.4Operating Training Mode.
Training mode helps you train new staff members in the operation of the terminal.
Training mode can be initiated at any time during the day without affecting live value
totals. During training mode the terminal will not connect to the host but will perform
all transactions offline. Transactions performed in training mode will not affect your
settlement total.
Note:
• Training mode cannot be used for chip cards. If attempted you will receive the
error message ‘CHIP CARDS NOT SUPPORTED IN TRAINING MODE’.
• If training mode has been inactive for five minutes, it will revert back to live
mode.
• In training mode, whole dollar amounts will generate an approved transaction.
Other amounts will result in a ‘response code’ corresponding to the number
of cents. For example, an amount of $2.01 or $0.01 will result in a response
code of 01 Declined, Contact Bank.
16
Hypercom Dial Up and Countertop GPRS Merchant Operating GuidePROCEDURES
To start training mode:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Menu.
Or:
Press Function.
The next step depends on whether you pressed the MENU key or the FUNCTION key.
MENU Key
MAIN MENU
1. LOGON
2. BATCH
3. TERMINAL
4. REPRINT
1. VIEW
2. TRAINING
3. PASSWORDS
Press 3 and ENTER, to select TERMINAL.
TERMINAL
Press 2 and ENTER, to select TRAINING.
4. COMMS
5. LOCK
***TRAINING MODE***
ENTER TRAINING MODE
NOYES
Press the soft key next to YES or press Enter
to start Training Mode.
FUNCTION Key
MERCHANT FUNCTION
ENTER FUNCTION
Key in 33 and press ENTER.
CLEAR
***TRAINING MODE***
ENTER TRAINING MODE
NOYES
Press the soft key next to YES or press Enter
to start Training Mode.
Hypercom Dial Up and Countertop GPRS Merchant Operating GuidePROCEDURES
17
TERMINAL DISPLAY
DATETIME
*TRAINING MODE*
ENTER AMOUNT
PROCEDURE
When the terminal is in training mode the idle
screen will display TRAINING MODE.
Process transactions as per procedures in section 5.0. Receipts will display VOID/
TRAINING MODE on them. After five minutes of inactivity the terminal will exit training
mode and return to the idle prompt.
To exit training mode:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Menu.
Or:
Press Function.
The next step depends on whether you pressed the MENU key or the FUNCTION key.
MENU Key
MAIN MENU
1. LOGON
2. BATCH
3. TERMINAL
4. REPRINT
1. VIEW
2. TRAINING
3. PASSWORDS
Press 3 and ENTER, to select TERMINAL.
TERMINAL
Press 2 and ENTER, to select TRAINING.
4. COMMS
5. LOCK
18
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
PROCEDURES
TERMINAL DISPLAY
***TRAINING MODE***
LEAVE TRAINING MODE
NOYES
PROCEDURE
Press the soft key next to YES or press Enter
to end Training Mode.
FUNCTION Key
MERCHANT FUNCTION
ENTER FUNCTION
Key in 33 and press ENTER.
CLEAR
***TRAINING MODE***
LEAVE TRAINING MODE
NOYES
DATETIME
ENTER AMOUNT
Press the soft key next to YES or press Enter
to end Training Mode.
The idle screen will no longer display
Training Mode.
At the end of training mode all transactions are reset and previous values are
restored to batch and ROC (Record of Charge) number.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
PROCEDURES
19
Receipt in Training Mode
20
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
PROCEDURES
4.5Locking/Unlocking Terminal Keypad.
This function locks the terminal keypad and prevents any unauthorised transactions
taking place. The terminal remains locked even if powered off and on. You can use
any four digit password to lock the terminal. This same password will then be used to
unlock the terminal. Alternatively, your merchant password (where available) or refund
password can be used to unlock the terminal also.
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press FUNCTION.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 22 and press Enter.
CLEAR
Terminal Lock?
Enter Password
Key in a four digit password and press Enter.
CLEAR
Terminal Locked
TID: xxxxxxxx
Enter Password
The terminal is now locked. To unlock, key in the
password used to lock the terminal and press
Enter.
CLEAR
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
PROCEDURES
21
5.0Transaction Procedures.
5.1 How to Process a Sale.
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Key in the purchase amount.
SALE
ENTER SALE AMOUNT
$0.00
This screen is displayed as the amount is being
entered. Press ENTER, once the amount is
entered.
CLEAR
SALE
ENTER CASH AMOUNT
$0.00
CLEAR
If ‘Purchase with Cash’ transactions are enabled
on the terminal, you can enter a cash-out
amount. The cash-out amount may be left at
$0.00. Press ENTER.
Note: Cash-out is only available on cheque and
savings accounts.
If presented with a chip card, insert the
customer’s card into the chip card reader. Refer
to Inserting a Chip Card in section 4.1.
SALE
OR:
INSERT/SWIPE CARD
If presented with a magnetic stripe card, swipe
the customer’s card through the card reader.
Refer to Swiping a Magnetic Stripe Card in
section 4.2.
SELECT ACCOUNT
CHEQUE
SAVINGS
Press the soft key beside the account type
needed.
CREDIT
CONFIRM AMOUNT
SALE$25.00
Cash$5.00
-------TOTAL
AUD $30.00
If prompted, confirm the total amount, by
pressing the soft key next to YES or press
ENTER. Otherwise press the soft key next to
NO or press CANCEL.
NOYES
22
Hypercom Dial Up and Countertop GPRS Merchant Operating GuideTRANSACTION PROCEDURES
TERMINAL DISPLAY
PROCEDURE
TOTAL$30.00
Where prompted, have the cardholder key
in their PIN and press Enter, or just press
Enter.1
KEY PIN &/OR ENTER
COMMS
PROCESSING, PLS WAIT
SIGNATURE
PLEASE REMOVE CARD
SIGNATURE CORRECT?
NOYES
The terminal is connecting to the bank and
processing the sale.2
If the card was inserted, remove the card from
the reader.
If signature is required: Have the customer
sign the receipt. If the signature matches the
signature on the card, press the soft key next to
YES, or press ENTER.
(NO or CANCEL will cancel the transaction).
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NOYES
CHIP CARD
PLEASE REMOVE CARD
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
This message will be displayed if a chip card
was inserted and has not been removed yet.
Remove the card.
Note: The terminal will continue to beep until
the card has been removed.
Note:
1.The entering of PIN on credit is optional. Allow the cardholder to enter their PIN
at the terminal prompt. If the cardholder bypasses PIN entry a signature will
need to be obtained to authorise the transaction. A PIN on debit is mandatory.
2.If the terminal reads ‘OVER EFB LIMIT’, please refer to section 8.1 (where
available).
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23
Before completing the sale, check that the transaction was approved. Hand the
customer their copy of the transaction record and their card. If the transaction
is declined, the terminal will beep for two seconds and display an error message
giving the reason. An explanation of the error code is available in section 11.2,
Response Codes.
Approved Receipt
(approved with PIN,
no signature required)
Approved Credit Card Receipt
(signature required)
Remember to always check the
receipt to verify if a transaction has
been approved.
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5.2 How to Process a Cash Only Transaction.
If ‘Cash’ is enabled on the terminal, customers can be given cash out. Cash is
available from cheque and savings accounts only.
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Press Enter.
TRANSACTIONS
1. TIP ADDITION
2. CASH
3. REFUND
4. VOID
5. PRE-AUTH
Press 2 and then Enter to select Cash.
6. COMPLETION
CASH
ENTER CASH AMOUNT
$0.00
Key in the cash amount and press Enter.
CLEAR
Insert the customer’s chip card into the chip
card reader.
CASH
INSERT/SWIPE CARD
SELECT ACCOUNT
CHEQUE
SAVINGS
TOTAL$20.00
KEY PIN & ENTER
COMMS
PROCESSING, PLS WAIT
Or:
Swipe the customer’s card through the card
reader.
Press the soft key beside the account type
needed.
Note: Cash-out is only available on cheque and
savings accounts.
When prompted, have the cardholder key in
their PIN and press Enter.
The terminal is connecting to the bank and
processing the transaction.
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25
TERMINAL DISPLAY
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NOYES
CHIP CARD
PLEASE REMOVE CARD
PROCEDURE
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
This message will be displayed if a chip card was
inserted and has not been removed yet. Remove
the card.
Note: The terminal will continue to beep until the
card has been removed.
Before completing the sale, check that the transaction was approved. Hand the customer
their copy of the transaction record and their card. If the transaction is declined, the
terminal will beep for two seconds and display an error message giving the reason. An
explanation of the error code is available in section 11.2, Response Codes.
Cash Only Receipt
Remember to always check the
receipt to verify if a transaction has
been approved.
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5.3 How to Process a Refund.
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 DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 4 and press ENTER.
CLEAR
Enter Refund Pswd
MERCHANT NAME
Key in the refund password and press Enter.
CLEAR
REFUND
ENTER REFUND AMOUNT
$0.00
Key in the refund amount and press Enter.
CLEAR
Insert the customer’s chip card into the chip
card reader.
REFUND
Or:
INSERT/SWIPE CARD
Swipe the customer’s card through the card
reader.
SELECT ACCOUNT
CHEQUE
SAVINGS
Press the soft key beside the account type
needed.
CREDIT
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27
TERMINAL DISPLAY
PROCEDURE
TOTAL$50.00
Where prompted, have the cardholder key
in their PIN and press Enter, or just press
Enter.1
KEY PIN &/OR ENTER
COMMS
PROCESSING, PLS WAIT
SIGNATURE
PLEASE REMOVE CARD
SIGNATURE CORRECT?
NOYES
The terminal is connecting to the bank and
processing the refund.
If the card was inserted, remove the card from
the reader.
If signature is required: Have the customer
sign the receipt. If the signature matches the
signature on the card, press the soft key next to
YES, or press ENTER.
(NO or CANCEL will cancel the transaction).
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NOYES
CHIP CARD
PLEASE REMOVE CARD
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
This message will be displayed if a chip card
was inserted and has not been removed yet.
Remove the card.
Note: The terminal will continue to beep until
the card has been removed.
Note:
1.For a credit account, a signature may be required for a refund even when a
PIN has been entered.
Before completing the refund, check that the initial transaction was approved.
Hand the customer their copy of the transaction record and their card. If the
transaction is declined, the terminal will beep for two seconds and display an error
message giving the reason. An explanation of the error code is available in section
11.2, Response Codes.
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Hypercom Dial Up and Countertop GPRS Merchant Operating GuideTRANSACTION PROCEDURES
Approved Refund Receipt
(approved with PIN,
no signature required)
Approved Refund Receipt
(signature required)
Remember to always check the
receipt to verify if a transaction has
been approved.
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29
5.4 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).
Note:
• Debit card and pre-authorisation transactions cannot be voided.
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 5 and press ENTER.
CLEAR
VOID
ENTER INV/ROC NO.
AND PRESS ENTER
Key in the ROC (Record of Charge) number
printed on the receipt of the original transaction
and press Enter.
CLEAR
Enter Refund/Void Pswd
MERCHANT NAME
Key in the void password and press Enter.
CLEAR
VOID sel
30
INV: xxxxxx
MERCHANT NAME
DATETIME
CARDACCOUNT
CARD NO.
SALEAMOUNT
APPROVAL
The original transaction details will display.
Press ENTER to confirm details.
Hypercom Dial Up and Countertop GPRS Merchant Operating GuideTRANSACTION PROCEDURES
TERMINAL DISPLAY
CONFIRM
VOID TXN INV: 123456
NOYES
SIGNATURE
SIGNATURE CORRECT?
NOYES
PROCEDURE
Confirm the void, by pressing the soft key next
to YES or press ENTER. Otherwise press the
soft key next to NO or press CANCEL.
If signature is required: Have the customer
sign the receipt. If the signature matches the
signature on the card, press the soft key next to
YES, or press ENTER.
If the customer is not present, press ENTER to
confirm the void.
(NO or CANCEL will cancel the transaction).
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NOYES
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
Before completing the transaction, check that the transaction was approved. Hand
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. An explanation
of the error code is available in section 11.2, Response Codes.
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31
Void Receipt.
Remember to always check the
receipt to verify if a transaction has
been approved.
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5.5 How to Process a Sale with Tip.
This process is a sale with tip enabled. It is most commonly used by restaurants.
Note:
• The Tip feature needs to be enabled on the terminal.
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
SALE
ENTER SALE AMOUNT
$0.00
CLEAR
SALE
ENTER CASH AMOUNT
$0.00
CLEAR
Key in the base amount and press Enter.
This screen is displayed as the amount is being
entered. Press ENTER, once the amount is
entered.
If ‘Purchase with Cash’ transactions are enabled
on the terminal, you can enter a cash-out
amount. The cash-out amount may be left at
$0.00. Press ENTER.
Insert the customer’s chip card into the chip
card reader.
SALE
INSERT/SWIPE CARD
SELECT ACCOUNT
CHEQUE
SAVINGS
CREDIT
Or:
Swipe the customer’s card through the card
reader.
Press the soft key beside the account type
needed.
Note: For debit cards (cheque and savings)
tips need to be entered at the time of sale. An
adjustment cannot be processed on a debit
card.
Key in the tip amount and press ENTER.
ENTER TIP AMOUNT
$0.00
CLEAR
For credit and charge cards, if tip amount is not
yet known, press ENTER only.
Note: For credit and charge cards a tip
adjustment can be performed later.
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33
TERMINAL DISPLAY
PROCEDURE
CONFIRM AMOUNT
SALE$25.00
Tip$5.00
-------TOTAL
AUD $30.00
Confirm the total amount, by pressing the soft
key next to YES or press ENTER. Otherwise
press the soft key next to NO or press CANCEL.
NOYES
TOTAL$30.00
KEY PIN &/OR ENTER
COMMS
PROCESSING, PLS WAIT
SIGNATURE
PLEASE REMOVE CARD
SIGNATURE CORRECT?
NOYES
Where prompted, have the cardholder key in
their PIN and press Enter, or just press Enter.
The terminal is connecting to the bank and
processing the transaction.
If the card was inserted, remove the card from
the reader.
If signature is required: Have the customer
sign the receipt. If the signature matches the
signature on the card, press the soft key next to
YES, or press ENTER.
(NO or CANCEL will cancel the transaction).
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NOYES
CHIP CARD
PLEASE REMOVE CARD
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
This message will be displayed if a chip card
was inserted and has not been removed yet.
Remove the card.
Note: The terminal will continue to beep until
the card has been removed.
Before completing the sale, check that the transaction was approved. Hand the
customer their copy of the transaction record and their card. If the transaction
is declined, the terminal will beep for two seconds and display an error message
giving the reason. An explanation of the error code is available in section 11.2,
Response Codes.
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Hypercom Dial Up and Countertop GPRS Merchant Operating GuideTRANSACTION PROCEDURES
Approved Sale with Tip Receipt
(approved with PIN,
no signature required)
Approved Sale with Tip Receipt
(signature required)
Remember to always check the
receipt to verify if a transaction has
been approved.
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35
5.6 How to Process a Tip Addition.
A tip addition 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.
Note:
• Tip Addition applies to credit and charge cards only.
• The original purchase must have been without a tip.
• 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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Hypercom Dial Up and Countertop GPRS Merchant Operating GuideTRANSACTION PROCEDURES
Receipt for tip addition to be performed
If tip is added,
a signature
is required.
Base amount
is approved
without a
signature
being required.
Receipt for tip addition
to be performed
A signature is
required regardless of
whether a tip is added
or not.
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37
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 9 and press ENTER.
CLEAR
TIP ADDITION
ENTER INV/ROC NO.
AND PRESS ENTER
Key in the ROC number printed on the receipt of
the original transaction and press Enter.
CLEAR
SALE
INV: xxxxxx
MERCHANT NAME
DATETIME
CARDACCOUNT
CARD NO.
SALEAMOUNT
APPROVAL
sel
The original transaction details will display.
Press ENTER to confirm details.
SALE AMOUNT $25.00
ENTER TOTAL AMOUNT
$0.00
Key in the total amount of the transaction,
i.e. Sale plus Tip, and press Enter.1
CLEAR
CONFIRM AMOUNT
SALE Tip TOTAL $25.00
$5.00
-------AUD $30.00
Confirm the total amount, by pressing the soft
key next to YES or press ENTER. Otherwise
press the soft key next to NO or press CANCEL.
NOYES
38
Hypercom Dial Up and Countertop GPRS Merchant Operating GuideTRANSACTION PROCEDURES
TERMINAL DISPLAY
RECEIPT
PRINT RECEIPT?
NOYES
PROCEDURE
Press the soft key next to YES or press ENTER
to print a merchant receipt. Otherwise press the
soft key next to NO or press CANCEL.
TIP ADDITION
ENTER INV/ROC NO.
AND PRESS ENTER
The terminal returns to this prompt. The
operator can either enter a new ROC number or
press CANCEL to quit the function.
CLEAR
Note:
1.At this step, if you enter an amount other than the sale amount plus tip, and
that amount is less than the original sale amount, the terminal will read that
entry as being the tip amount.
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39
Tip Addition Receipt
Remember to always check the
receipt to verify if a transaction has
been approved.
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5.7 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 the
EFTPOS Helpdesk on 1300 650 977.
Note:
• Until registered as a MOTO/ECOM merchant you must not process MOTO or
ECOM transactions.
• An 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.
You must retain all merchant receipts for at least eighteen months from the
transaction date.
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 1 and press ENTER.
CLEAR
MOTO
ENTER MOTO AMOUNT
$0.00
Key in the purchase amount and press Enter.
CLEAR
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41
TERMINAL DISPLAY
PROCEDURE
MOTO
ENTER CARD NUMBER
Key in the card number and press Enter.
CLEAR
MOTO
EXPIRY DATE
MM/YY
Key in the card expiry date (mmyy) and
press Enter.
CLEAR
MOTO
ENTER CCV
CLEAR
Key in the CCV and press Enter.
Or, if CCV is not available, just press Enter.
Note: CCV is described in section 10.0,
Minimising Fraud.
CONFIRM AMOUNT
MOTO $25.00
-------------TOTAL AUD $25.00
Confirm the total amount, by pressing the soft
key next to YES or press ENTER. Otherwise
press the soft key next to NO or press CANCEL.
NO YES
COMMS
PROCESSING, PLS WAIT
RECEIPT
DO YOU REQUIRE A
MERCHANT COPY?
NO YES
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NO YES
42
The terminal is connecting to the bank and
processing the sale.
Press the soft key next to YES or press ENTER
to print merchant receipt. Otherwise press the
soft key next to NO or press CANCEL.
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
Hypercom Dial Up and Countertop GPRS Merchant Operating GuideTRANSACTION PROCEDURES
Before completing the sale, check that the transaction was approved.
If the transaction is declined, the terminal will beep for two seconds and display
an error message giving the reason. An explanation of the error code is available in
section 11.2, Response Codes.
Approved MOTO Receipt
Remember to always check the
receipt to verify if a transaction has
been approved.
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43
5.8 How to Process a Pre-Authorisation.
This function is used to reserve funds on a card 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 calendar days only.
• The length of time funds are held 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 DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key 2 and press ENTER.
CLEAR
PRE-AUTH
ENTER PRE-AUTH AMOUNT
$0.00
Key in the pre-authorisation amount and press
Enter.
CLEAR
Insert the customer’s chip card into the chip
card reader.
Or:
PRE-AUTH
INSERT/SWIPE CARD
Swipe the customer’s card through the card
reader.
Or:
Key in the card number, expiry date and CCV
(if available) and press ENTER for manual entry.
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TERMINAL DISPLAY
TOTAL$56.00
KEY PIN OR ENTER
COMMS
PROCESSING, PLS WAIT
SIGNATURE
PLEASE REMOVE CARD
SIGNATURE CORRECT?
NOYES
PROCEDURE
Where prompted, have the cardholder key in
their PIN and press Enter, or just press Enter.
The terminal is connecting to the bank and
processing the pre-authorisation.
If the card was inserted, remove the card from
the reader.
If signature is required: Have the customer
sign the receipt. If the signature matches the
signature on the card, press the soft key next to
YES, or press ENTER.
(NO or CANCEL will cancel the transaction).
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NOYES
CHIP CARD
PLEASE REMOVE CARD
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
This message will be displayed if a chip card
was inserted and has not been removed yet.
Remove the card.
Note: The terminal will continue to beep until
the card has been removed.
Before completing the sale, check that the transaction was approved. Hand the
customer their copy of the transaction record and their card. If the transaction
is declined, the terminal will beep for two seconds and display an error message
giving the reason. An explanation of the error code is available in section 11.2,
Response Codes.
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45
Approved PreAuth Receipt
(approved with PIN,
no signature required)
Approved PreAuth Receipt
(signature required)
Remember to always check the
receipt to verify if a transaction has
been approved.
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5.9 How to Process a Completion.
A completion is used to complete an earlier pre-authorisation and charge 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-authorisation transaction.
2. Using the authorisation number of the pre-authorisation transaction.
Note:
• The terminal retains pre-authorisations for seven calendar days only.
5.9.1 Using the ROC Number.
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 3 and press ENTER.
CLEAR
COMPLETION
ENTER INV/ROC NO.
AND/OR PRESS ENTER
Key in the ROC number of the pre-authorisation
receipt and press Enter.
CLEAR
COMPLETION sel
INV: xxxxxx
MERCHANT NAME
DATE
TIME EXP
CARDACCOUNT
CARD NO.
PRE-AUTHAMOUNT
APPROVAL
The pre-authorisation details will display.
Press Enter to confirm details.
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47
TERMINAL DISPLAY
PROCEDURE
PRE-AUTH AMT $56.00
ENTER COMPLETION AMT
$0.00
Key in the completion amount and press Enter.
CLEAR
CONFIRM AMOUNT
COMPLETION $56.00
--------TOTAL AUD
$56.00
Confirm the total amount, by pressing the soft
key next to YES or press ENTER. Otherwise
press the soft key next to NO or press CANCEL.
NO YES
SIGNATURE
SIGNATURE CORRECT?
NO YES
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NO YES
Have the customer sign the receipt. If the
signature matches the signature on the card,
press the soft key next to YES, or press ENTER.
(NO or CANCEL will cancel the transaction).
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
COMPLETION
ENTER INV/ROC NO.
AND/OR PRESS ENTER
The terminal returns to this prompt. The
operator can either enter a new ROC number or
press CANCEL to quit the function.
CLEAR
Before completing the sale, check that the initial transaction was approved. Hand
the customer their copy of the transaction record and their card. If the transaction
is declined, the terminal beep for two seconds and will display an error message
giving the reason. An explanation of the error code is available in section 11.2,
Response Codes.
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TRANSACTION PROCEDURES
5.9.2 Using the Authorisation Number.
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 3 and press ENTER.
CLEAR
COMPLETION
ENTER INV/ROC NO.
AND/OR PRESS ENTER
Press Enter.
CLEAR
COMPLETION
ENTER COMPLETION AMT
$0.00
Key in the completion amount and press Enter.
CLEAR
COMPLETION
ENTER AUTH ID
SEL
1
2
3
4
5
6
7
8
9
0
CLEAR
Key in the six digit authorisation number from
the pre-authorisation receipt and press ENTER.
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TRANSACTION PROCEDURES
49
TERMINAL DISPLAY
PROCEDURE
Insert the customer’s chip card into the chip
card reader.
Or:
COMPLETION
INSERT/SWIPE CARD
Swipe the customer’s card through the card
reader.
Or:
Key in the card number, expiry date and CCV
(if available) and press ENTER for manual entry.
CONFIRM AMOUNT
COMPLETION $56.00
--------TOTAL AUD
$56.00
Confirm the total amount, by pressing the soft
key next to YES or press ENTER. Otherwise
press the soft key next to NO or press CANCEL.
NO YES
SIGNATURE
PLEASE REMOVE CARD
SIGNATURE CORRECT?
NO YES
If the card was inserted, remove the card from
the reader.
If signature is required: Have the customer
sign the receipt. If the signature matches the
signature on the card, press the soft key next to
YES, or press ENTER.
(NO or CANCEL will cancel the transaction).
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NO YES
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
Before completing the sale, check that the initial transaction was approved. Hand
the customer their copy of the transaction record and their card. If the transaction
is declined, the terminal will beep for two seconds and display an error message
giving the reason. An explanation of the error code is available in section 11.2,
Response Codes.
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TRANSACTION PROCEDURES
Completion Receipt
Remember to always check the
receipt to verify if a transaction has
been approved.
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TRANSACTION PROCEDURES
51
6.0Reporting Functions.
6.1 How to Print a Sub Total Report.
This function will print a report of all transactions performed since the last
settlement, without resetting the totals in the terminal.
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
REPORTS
52
1. TXN LISTING
2. SUBTOTAL REPORT
3. SHIFT TOTALS
PROCEDURE
Press Reports.
Press 2 and ENTER to select SUBTOTAL
REPORT.
The sub total report will print.
Press CANCEL to quit this function.
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REPORTING FUNCTIONS
Sub Total Report
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REPORTING FUNCTIONS
53
6.2Terminal Settlement.
Settlement for the EFTPOS terminal can occur via a programmed terminal settlement
(automatic settlement) or a manual settlement. Failure to perform a settlement may
result in split deposits for settlements.
The terminal must be powered on and be able to communicate 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 process a manual settlement:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 8 and press ENTER.
CLEAR
SETTLEMENT
1. SETTLEMENT
2. LAST SETTLEMENT
3. NEXT SETTLEMENT
Press 1 and ENTER to select SETTLEMENT.
4. LAST 7 SETTLEMENT
MERCHANT NAME
DO SETTLEMENT
WSB?
NO YES
COMMS
PROCESSING, PLS WAIT
54
Press the soft key next to YES or press ENTER
to process the settlement. Otherwise press the
soft key next to NO or press CANCEL.
The terminal is connecting to the bank and
processing the settlement.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
REPORTING FUNCTIONS
TERMINAL DISPLAY
RESPONSE
SETTLEMENT COMPLETE
PROCEDURE
This prompt is displayed once the settlement is
complete and the report is printing.
Settlement Report
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REPORTING FUNCTIONS
55
6.3 How to Reprint Previous Settlements.
This function enables you to reprint any of the last seven days settlements which
have occurred.
To print last settlement:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 8 and press ENTER.
CLEAR
SETTLEMENT
1. SETTLEMENT
2. LAST SETTLEMENT
3. NEXT SETTLEMENT
Press 2 and ENTER to select LAST
SETTLEMENT.
4. LAST 7 SETTLEMENT
MERCHANT NAME
DO LAST SETTLEMENT WSB?
NO YES
56
Press the soft key next to YES or press ENTER
to process the last settlement. Otherwise press
the soft key next to NO or press CANCEL.
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REPORTING FUNCTIONS
To print last 7 settlements:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 8 and press ENTER.
CLEAR
SETTLEMENT
1. SETTLEMENT
2. LAST SETTLEMENT
3. NEXT SETTLEMENT
Press 4 and ENTER to select LAST 7
SETTLEMENTS.
4. LAST 7 SETTLEMENT
SELECT SETTLE DATE
1. DD/MM/YYYY
2. DD/MM/YYYY
3. DD/MM/YYYY
4. DD/MM/YYYY
5. DD/MM/YYYY
6. DD/MM/YYYY
The last seven settlement dates will be
displayed.
Press the number which corresponds to the day
you wish to print and press ENTER.
You can scroll through the options by pressing
the soft key next to the arrows.
Press CANCEL to quit this function.
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57
6.4 How to Reprint Last Transaction.
This function will reprint the receipt of the last transaction performed. The receipt will
have ‘DUPLICATE’ printed on it.
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 6 and press ENTER.
CLEAR
REPRINT
1. LAST RECEIPT
2. INVOICE
Press 1 and ENTER to select LAST RECEIPT.
RE-PRINT sel
INV: xxxxxx
MERCHANT NAME
DATE
TIME EXP
CARDACCOUNT
CARD NO.
SALEAMOUNT
APPROVAL
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NO YES
58
The terminal will display the last transaction.
Press ENTER to print the receipt.
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
Once the receipt has printed, press CANCEL to
quit this function.
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REPORTING FUNCTIONS
Receipt Reprint
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59
6.5 How to Reprint Specific Transaction.
This function will allow the operator to reprint a specific transaction.
Note:
• Reprint of a specific transaction can only be done from current settlement
period.
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press Function.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 6 and press ENTER.
CLEAR
REPRINT
1. LAST RECEIPT
2. INVOICE
Press 2 and ENTER to select INVOICE.
REPRINT RECEIPT
ENTER INV/ROC NO.
AND PRESS ENTER
Key in the ROC number of the receipt you wish
to print and press Enter.
The receipt will print.
CLEAR
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NO YES
60
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
Once the receipt has printed, press CANCEL to
quit this function.
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REPORTING FUNCTIONS
6.6 How to View Transactions.
This function allows the operator to view all the transactions that have not been
settled.
TERMINAL DISPLAY
PROCEDURE
DATETIME
ENTER AMOUNT
Press MENU.
MAIN MENU
1. LOGON
2. BATCH
3. TERMINAL
Press 2 and ENTER to select BATCH.
4. REPRINT
BATCH
1. SETTLEMENT
2. REPORTS
3. FIND TXN
Press 3 and ENTER to select FIND TXN.
4. UPLOAD ADVICES
REVIEW/REPRINT RECEIPT
ENTER INV/ROC NO.
AND/OR PRESS ENTER
Key in the ROC number of the required
transaction and press ENTER or press ENTER to
scroll through the transactions.
CLEAR
REVIEW sel
INV: xxxxxx
MERCHANT NAME
DATE
TIME EXP
CARDACCOUNT
CARD NO.
SALEAMOUNT
APPROVAL
REVIEW ACTIONS
1. RE-PRINT
The requested transaction will be displayed or if
you pressed ENTER, the last transaction will be
displayed.
You can scroll through the transactions by
pressing the soft key next to the arrows.
Press ENTER to reprint a receipt for the
transaction displayed.
Press ENTER to reprint a merchant receipt of
the selected transaction.
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61
TERMINAL DISPLAY
PROCEDURE
RECEIPT
DO YOU REQUIRE A
CUSTOMER COPY?
NO YES
REVIEW sel
62
Press the soft key next to YES or press ENTER
to print customer receipt. Otherwise press the
soft key next to NO or press CANCEL.
INV: xxxxxx
MERCHANT NAME
DATE
TIME EXP
CARDACCOUNT
CARD NO.
SALEAMOUNT
APPROVAL
The terminal returns to this prompt. Press
CANCEL to return to the previous prompt, where
the operator can either enter a new ROC number
or press CANCEL twice to quit the function.
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REPORTING FUNCTIONS
6.7 How to Print Transaction Log.
This function will print out a summary of each transaction performed in the day’s
batch period. It will print, in one list, transactions done on all card types (MasterCard,
American Express etc).
Note:
• The Transaction log will only show transactions done since the last settlement.
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press REPORTS.
REPORTS
1. TXN LISTING
2. SUBTOTAL REPORT
3. SHIFT TOTALS
Press 1 and ENTER for TXN LISTING.
PRINT TXN LISTING
1. ALL TRANSACTIONS
2. SALE WITH TIP
3. SALE WITHOUT TIP
4. PRE-AUTH REPORT
Press 1 and Enter to select ALL
TRANSACTIONS.
Or: Press the number corresponding with the
required report.
5. STORED TXNS
PRINT TXN LISTING
WAS TXN PRINTED OK?
NO YES
Press the soft key next to YES or press ENTER
to confirm the receipt was printed correctly.
Otherwise press the soft key next to NO to print
the receipt again.
REPORTS
1. TXN LISTING
2. SUBTOTAL REPORT
3. SHIFT TOTALS
The terminal returns to this prompt. The
operator can either select another report or
press CANCEL to quit the function.
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63
Transaction Log
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6.8 How to Print Tip Report.
This report can be printed many times during the settlement period. Once the
terminal settles, the tip report will be reset. Printing a tip report does not cause a
terminal settlement.
Note:
• The tip report can only be printed from current settlement period.
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press REPORTS.
REPORTS
1. TXN LISTING
2. SUBTOTAL REPORT
3. SHIFT TOTALS
Press 1 and ENTER for TXN LISTING.
PRINT TXN LISTING
1. ALL TRANSACTIONS
2. SALE WITH TIP
3. SALE WITHOUT TIP
4. PRE-AUTH REPORT
Press 2 and ENTER to select SALE WITH TIP.
Or: Press the number corresponding with the
required report.
5. STORED TXNS
PRINT TXN LISTING
WAS TXN PRINTED OK?
NO YES
Press the soft key next to YES or press ENTER
to confirm the receipt was printed correctly.
Otherwise press the soft key next to NO to print
the receipt again.
REPORTS
1. TXN LISTING
2. SUBTOTAL REPORT
3. SHIFT TOTALS
The terminal returns to this prompt. The
operator can either select another report or
press CANCEL to quit the function.
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REPORTING FUNCTIONS
65
Tip Report
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REPORTING FUNCTIONS
6.9 Shift Totals.
The terminal’s shift facility is useful when you need separate reports for each work
shift. This function allows you to keep a record of transactions processed on the
terminal in a shift period.
Note:
• Shift totals are independent from settlement times. The Shift totals are not reset
when the settlement is performed.
To start a new shift you will need to clear any current shift totals, using the following
process:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press REPORTS.
REPORTS
1. TXN LISTING
2. SUBTOTAL REPORT
3. SHIFT TOTALS
1. CURRENT TOTALS
SHIFT TOTALS
2. PREVIOUS TOTALS
Press 3 and Enter for Shift Totals.
Press 1 and Enter for CURRENT TOTALS.
The shift total report will be printed.
To start a new shift, press the soft key next to
YES or press ENTER.
SHIFT TOTALS
RESET SHIFT TOTALS?
NOYES
This will reset the shift totals to zero, ready for a
new shift.
To continue with the current shift, press the soft
key next to NO.
The shift totals will not be reset to zero and the
current shift will continue.
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REPORTING FUNCTIONS
67
Shift Report
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REPORTING FUNCTIONS
7.0Additional Terminal Features/options.
7.1Multi Merchant Facility.
A multi merchant facility is one whereby a terminal is loaded with more than one
merchant number (where available). This enables more than one business to
transact via the one terminal. This is ideal for businesses who trade from the one
location but require separate accounts, for example, doctors surgeries.
If your terminal is set up as a multi merchant facility the transaction flow will vary
slightly from the procedures outlined in the sections above. You will be asked to
select the name of the merchant to which the transaction/report belongs. Once an
amount is entered the following screen will be displayed:
TERMINAL DISPLAY
PROCEDURE
SELECT MERCHANT
1. MERCHANT ONE
2. MERCHANT TWO
3. MERCHANT THREE
4. MERCHANT FOUR
5. MERCHANT FIVE
Select the merchant to which the transaction
belongs by pressing the number corresponding
to that merchant. Or press the soft keys to
scroll up and down through the available
merchants. Once the correct merchant is
highlighted press Enter to continue.
6. MERCHANT SIX
You will also be prompted to enter a merchant password when printing reports or
performing any settlement queries via the terminal. This password can be different
for each merchant that is set up on the terminal, or you can choose to select one
password which is common to all merchants.
7.2Merchant Surcharge.
You may want to add a surcharge depending on the type of card used. The surcharge
is calculated as a percentage and can be set to a different value, depending on the
type of card used.
The terminal will automatically calculate the surcharge (chosen by you) to charge
your customers. This will be added as a separate entry on the receipts and will
read as ‘Merch Surcharge’. The merchant surcharge will apply to Purchases, MOTO,
eCommerce and Completion transactions.
Merchant surcharge only applies to credit card transactions, it cannot be charged
on debit card transactions. It will also not be charged on any tips (if enabled) which
are added to a transaction. The merchant surcharge will display on the transaction
confirmation screen.
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ADDITIONAL TERMINAL FEATURES/OPTIONS
69
TERMINAL DISPLAY
PROCEDURE
CONFIRM AMOUNT
SALE
Merch Surcharge
$25.00
$0.38
--------
TOTAL AUD
NO
$25.38
Press the soft key next to YES or press ENTER
to confirm the amount. Otherwise press the soft
key next to NO or press CANCEL.
YES
To enable this feature please contact the EFTPOS Helpdesk on 1300 650 977.
Note:
You must make your customer aware at, or prior to, the time of purchase of the
surcharge percentage that will apply to the transaction.
You must display the merchant surcharge at your site.
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ADDITIONAL TERMINAL FEATURES/OPTIONS
Receipt with Surcharging Enabled
Remember to always check the
receipt to verify if a transaction has
been approved.
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ADDITIONAL TERMINAL FEATURES/OPTIONS
71
7.3 Pre-Set Amounts.
You are able to program the soft keys on the terminal with specific dollar values. This
feature enables you to enter commonly used values at the touch of a button. You can
program up to six different amounts. Pressing the soft keys multiple times will enable
the value to add cumulatively.
To set up and enable the pre-set amounts:
TERMINAL DISPLAY
DATETIME
ENTER AMOUNT
PROCEDURE
Press FUNCTION.
MERCHANT FUNCTION
ENTER FUNCTION
Key 45 and press ENTER.
CLEAR
PRE-SET INPUT FUNCTION
ENABLE PRE-SET
AMOUNTS?
Press the soft key next to YES or press ENTER
to enable pre-set amounts. Otherwise press the
soft key next to NO or press CANCEL.
NO YES
EDIT PRESET AMOUNTS
1. $0.00
2. $0.00
3. $0.00
4. $0.00
5. $0.00
Press the number which corresponds to the
pre-set position you wish to set up and press
ENTER.
You can scroll through the options by pressing
the soft key next to the arrows.
6. $0.00
PRESET AMOUNTS
ENTER PRESET AMOUNT x
$0.00
Key in the pre-set amount for the soft key
selected and press ENTER.
CLEAR
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ADDITIONAL TERMINAL FEATURES/OPTIONS
EDIT PRESET AMOUNTS
1. $1.50
2. $0.00
3. $0.00
Repeat this process for up to six pre-set
amounts.
4. $0.00
Press CANCEL to return to the idle prompt.
5. $0.00
6. $0.00
DATETIME
$1.50
$8.00
$3.20
$5.00
The pre-set amounts will now be displayed next
to the soft keys on the idle screen.
SELECT/ENTER AMOUNT
To use the preset amounts:
TERMINAL DISPLAY
PROCEDURE
DATETIME
Press the soft key next to the amount you want
to charge.
$1.50
$8.00
Alternately you can enter a base amount and
then add a pre-set amount to the base amount.
$3.20
$5.00
SELECT/ENTER AMOUNT
SALE
$1.50
$8.00
$3.20
$3.20
SALE
$8.00
$3.20
$5.00
$6.40
The amount selected or the amount entered will
be displayed at the bottom of the screen.
You can add the same or another pre-set
amount to the total by pressing the soft key that
corresponds with the required pre-set amount.
$5.00
$1.50
Key in the base amount and press ENTER.
Once the amount displayed is correct, press
ENTER.
Continue processing the transaction as per
section 5.0.
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ADDITIONAL TERMINAL FEATURES/OPTIONS
73
To edit/remove or disable the pre-set amounts:
TERMINAL DISPLAY
PROCEDURE
DATETIME
$1.50
$8.00
$3.20
Press FUNCTION.
$5.00
SELECT/ENTER AMOUNT
Edit or remove pre-set amount
MERCHANT FUNCTION
ENTER FUNCTION
Key 45 and press ENTER.
CLEAR
PRE-SET INPUT FUNCTION
DISABLE PRE-SET
AMOUNTS?
To edit or remove the pre-set amounts press
the soft key next to NO.
NO YES
EDIT PRESET AMOUNTS
1. $1.50
2. $0.00
3. $0.00
4. $0.00
5. $0.00
Press the number which corresponds to the
pre-set position you wish to edit or clear and
press ENTER.
You can scroll through the options by pressing
the soft key next to the arrows.
6. $0.00
PRESET AMOUNTS
ENTER PRESET AMOUNT x
$0.00
CLEAR
74
To edit the amount, over type the pre-set
amount with the new amount and press ENTER.
To clear the amount, press the soft key next to
CLEAR and press ENTER.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
ADDITIONAL TERMINAL FEATURES/OPTIONS
EDIT PRESET AMOUNTS
1. $1.50
2. $0.00
3. $0.00
Repeat this process for up to six pre-set
amounts.
4. $0.00
Press CANCEL to return to the idle prompt.
5. $0.00
6. $0.00
Disable pre-set amount
PRE-SET INPUT FUNCTION
DISABLE PRE-SET
AMOUNTS?
To disable the pre-set amounts press the soft
key next to YES.
NO YES
DATETIME
ENTER AMOUNT
The regular idle screen will be displayed.
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ADDITIONAL TERMINAL FEATURES/OPTIONS
75
7.4Merchant Logo.
You have the option to have your business or company logo displayed on your
terminal(s) and/or receipts.
You have the choice to:
• Display the logo on the terminal and print it on your receipts
• Display the logo on the terminal, but do not print it on your receipts
• Not display the logo on the terminal, but print it on your receipts
To display the logo you will need to provide the Bank with a copy of your logo in the
following format:
• BMP monochrome format
• 128 pixels wide x 60 pixels high
To set this up you will need to call the EFTPOS Helpdesk on 1300 650 977.
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ADDITIONAL TERMINAL FEATURES/OPTIONS
7.5 Contactless Payments.
The ViVOtech® contactless card reader is designed to make payments faster and
easier for both you and the cardholder. It enables MasterCard® PayPass™ and Visa®
payWave cards to be used without being inserted into, or swiped through the EFTPOS
terminal. These cards are embedded with an antenna which enables the card to be
read when it is within four centimetres of the reader.
It also enables small ticket purchases to be completed without PIN or signature
verification, dependent on the rules of the card issuer.
If the cardholder does not have a contactless card, then the card will need to be
inserted into, or swiped through the EFTPOS terminal, in the usual manner. Refer to
Section 5.0 Transaction Procedures for further instructions on transaction processing.
Contactless Payments
Contactless payments are only available on credit accounts, where a MasterCard
PayPass or Visa payWave card has been presented.
Contactless payment is available on the following transaction types:
• Purchase
• Refund
Contactless payment is not available on the following transaction types:
• Purchase with cash
• Cash only
• Pre-Authorisation
• Completion
• Purchase with tip
In these instances the card will need to be inserted into, or swiped through the
EFTPOS terminal.
Each card will have in-built limits or restrictions regarding the amount of the
transaction that can be processed on the contactless reader, without entering a PIN
or providing signature verification. If a cardholder wants to know what those limits or
restrictions are, refer them to their card issuer.
The contactless reader and the EFTPOS terminal will always guide you and the
cardholder as to how the transaction needs to be completed.
• MasterCard® and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated.
• Visa® is a registered trademark of Visa Worldwide PTe Limited.
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Contactless Card Reader
77
ViVOtech Contactless Card Reader
The ViVOtech contactless card reader operates as a card reader only. The ViVOtech
contactless card reader kit includes:
•
a ViVOtech contactless card reader
•
a detachable connecting cable
Detachable Connecting Cable:
RJ45 Connector
Power Connector
RJ12 Connector
Connecting the ViVOtech Contactless Card Reader
The ViVOtech contactless card reader is connected directly to the Hypercom Dial Up
or Countertop GPRS terminal using the detachable connecting cable.
Connecting to the Hypercom Dial Up Terminal
a. Remove the wiring clip on the base of the EFTPOS terminal as shown.
Wiring Clip
b.Refer to Section 2.3 Connecting the Terminal for information regarding installation
and connection of the monocable and terminal.
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Contactless Card Reader
c. The port on the monocable or terminal to which the contactless reader will be
connected, depends on whether the terminal is interfaced or not.
i. Connecting to a terminal that IS NOT interfaced:
•Insert the RJ12 connector on the contactless detachable connecting cable,
into the SERIAL port on the monocable.
Monocable
ii. Connecting to a terminal that IS interfaced:
•Insert the RJ12 connector on the contactless detachable connecting cable,
into the PIN PAD port on the base of the terminal.
Labeled
Ports
POWER
LINE
SERIAL
PIN PAD
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NET
Contactless Card Reader
79
d. Insert the RJ45 connector on the contactless detachable connecting cable, into
the RJ45 port on the contactless reader cable.
Power Port
Power Connector
Detachable Connecting Cable
Contactless
Reader
Cable
RJ45 Port
RJ45 Connector
e. Insert the power connector on the contactless detachable connecting cable, into
the power port on the contactless reader cable.
f. The contactlesss card reader will power up and display WELCOME on the screen.
g. Re-insert the wiring clip on the base of the EFTPOS terminal to keep the cables
in place.
Connecting to the Hypercom Countertop GPRS Terminal
a. Remove the wiring clip on the base of the EFTPOS terminal as shown.
Wiring Clip
b.Refer to Section 2.3 Connecting the Terminal for information regarding installation
and connection of the terminal.
c. The port on the terminal to which the contactless reader will be connected,
depends on whether the terminal is interfaced or not.
i. Connecting to a terminal that IS NOT interfaced:
•Insert the RJ12 connector on the contactless detachable connecting cable,
into the SERIAL port on the base of the terminal.
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Contactless Card Reader
Labeled
Ports
POWER
LINE
SERIAL
PIN PAD
NET
ii. Connecting to a terminal that IS interfaced:
•Insert the RJ12 connector on the contactless detachable connecting cable,
into the PIN PAD port on the base of the terminal.
d. Insert the RJ45 connector on the contactless detachable connecting cable, into
the RJ45 port on the contactless reader cable.
Power Port
Power Connector
Detachable Connecting Cable
Contactless
Reader
Cable
RJ45 Port
RJ45 Connector
e. Insert the power connector on the contactless detachable connecting cable, into
the power port on the contactless reader cable.
f. The contactlesss card reader will power up and display WELCOME on the screen.
g. Re-insert the wiring clip on the base of the EFTPOS terminal to keep the cables
in place.
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81
How to Process a Sale
No PIN or Signature Verification Required
If the transaction meets the card issuer requirements, no PIN will need to be entered
and/or no signature will be required to complete the transaction.
Contactless
Reader Display
WELCOME
PRESENT CARD
$XX.XX
Terminal Display
DATE
Procedure
TIME
ENTER AMOUNT
TAP/INSERT/SWIPE CARD
PROCESSING
PROCESSING
ONLINE
PLEASE WAIT
TRANSACTION
This message is
displayed when the
transaction is approved.
A receipt is printed.
RECEIPT
TRANSACTION
DO YOU REQUIRE A
CUSTOMER COPY?
APPROVED
NO
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Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
The cardholder can hold/
tap their card on the
contactless card reader.
The terminal is
connecting to the bank
and processing the
transaction.
APPROVED
APPROVED
Key in the purchase
amount and continue
processing the
transaction.
YES
Press the soft key next
to YES or press ENTER
to print customer receipt.
Otherwise press the soft
key next to NO or press
CANCEL.
Contactless Card Reader
PIN or Signature Verification Required
If the transaction does not meet the card issuer requirements, a PIN will need to be
entered and/or a signature will be required to complete the transaction.
Contactless
Reader Display
WELCOME
PRESENT CARD
$XX.XX
PIN AND ENTER
ON TERMINAL
Terminal Display
Procedure
DATE
TIME
ENTER AMOUNT
TAP/INSERT/SWIPE CARD
CARD
SALE
TOTAL
$XX.XX
KEY PIN & ENTER
PROCESSING
PROCESSING
ONLINE
PLEASE WAIT
SIGNATURE
REQUIRED
The cardholder can hold/
tap their card on the
contactless card reader.
Where prompted, have
the cardholder key in their
PIN and press Enter.
The terminal is
connecting to the bank
and processing the
transaction.
SIGNATURE
SIGNATURE CORRECT?
NO
Key in the purchase
amount and continue
processing the
transaction.
YES
If signature is required:
Have the customer
sign the receipt. If the
signature matches the
signature on the card,
press the soft key next to
YES, or press ENTER.
(NO or CANCEL will
cancel the transaction).
RECEIPT
TRANSACTION
DO YOU REQUIRE A
CUSTOMER COPY?
APPROVED
NO
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
YES
Press the soft key next
to YES or press ENTER
to print customer receipt.
Otherwise press the soft
key next to NO or press
CANCEL.
Contactless Card Reader
83
How to Process a Refund
The card issuer will determine if a PIN will need to be entered and/or a signature will
be required to complete the transaction.
Contactless
Reader Display
WELCOME
Terminal Display
Procedure
DATE
TIME
ENTER AMOUNT
Press FUNCTION.
MERCHANT FUNCTION
WELCOME
ENTER FUNCTION
Key in 4 and press
ENTER.
CLEAR
Enter Refund Pswd
WELCOME
MERCHANT NAME
Key in the refund
password and press
ENTER.
CLEAR
REFUND
WELCOME
ENTER REFUND AMOUNT
$0.00
Key in the refund amount
and continue processing
the transaction.
CLEAR
PRESENT CARD
$XX.XX
PIN OR ENTER
ON TERMINAL
84
TAP/INSERT/SWIPE CARD
CARD
REFUND
TOTAL
$XX.XX
KEY PIN OR ENTER
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
The cardholder can hold/
tap their card on the
contactless card reader.
Where prompted, have
the cardholder key in their
PIN and press ENTER, or
just press ENTER.
Contactless Card Reader
Contactless
Reader Display
Terminal Display
PROCESSING
PROCESSING
ONLINE
PLEASE WAIT
SIGNATURE
REQUIRED
Procedure
The terminal is
connecting to the bank
and processing the
transaction.
SIGNATURE
SIGNATURE CORRECT?
NO
YES
If signature is required:
Have the customer
sign the receipt. If the
signature matches the
signature on the card,
press the soft key next to
YES, or press ENTER.
(NO or CANCEL will
cancel the transaction).
RECEIPT
TRANSACTION
DO YOU REQUIRE A
CUSTOMER COPY?
APPROVED
NO
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
YES
Press the soft key next
to YES or press ENTER
to print customer receipt.
Otherwise press the soft
key next to NO or press
CANCEL.
Contactless Card Reader
85
Card Read Error
If the reader cannot read the card correctly when it is tapped, the cardholder may be
prompted to insert/swipe the card on the terminal.
Contactless
Reader Display
WELCOME
PRESENT CARD
$XX.XX
Terminal Display
DATE
Procedure
TIME
ENTER AMOUNT
TAP/INSERT/SWIPE CARD
TAP/INSERT/SWIPE CARD
$XX.XX
NO CONTACTLESS
INSERT/SWIPE CARD
86
The cardholder can hold/
tap their card on the
contactless card reader.
This message will be
displayed if there is an
error reading the card.
PLEASE TRY AGAIN
PRESENT CARD
Key in the purchase
amount and continue
processing the
transaction.
INSERT/SWIPE CARD
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
The cardholder can hold/
tap their card on the
contactless card reader
again.
If the error re-occurs,
the cardholder will be
prompted to insert/swipe
their card on the terminal.
Continue processing the
transaction using the
terminal.
Contactless Card Reader
8.0Fall Back Sales Procedures.
8.1Electronic Fall Back.
The Electronic Fall Back (EFB) facility is available only when enabled on the terminal,
and only for certain card types.
EFB is the ability to continue performing transactions on the terminal, even when
communication with the host system for on-line approval 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 BankSA for processing.
Your Merchant Letter of Offer contains your debit and credit floor limits.
You are reminded that you must not “split” a sale in order to avoid obtaining
authorisation.
When processing in EFB mode some differences apply to normal ‘on-line’ processing:
• For credit card transactions that are over your credit card floor limit, you will be
required to enter an authorisation number which you can obtain by calling
1300 301 831. 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. The terminal will process the transaction in
accordance with the EFB floor limits and other validation settings.
• 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
PROCEDURE
OVER EFB LIMIT
CALL FOR AUTH
ENTER APPROVAL CODE
SEL
1
2
3
4
5
6
7
8
9
0
CLEAR
You will be required to enter an authorisation
number, which you can obtain by calling
1300 301 831.
Enter this six digit code and press ENTER.
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87
8.1.1 Sending Offline Transactions.
Once communication with the Bank is restored the terminal will send any stored
transactions to the Bank for processing. The terminal will attempt to send these
transactions after a transaction is processed online or after a period of inactivity.
If there are transactions to upload to the Bank the following message will be displayed:
TERMINAL DISPLAY
STORED TRANSACTION(S)
ENTER AMOUNT
PROCEDURE
STORED TRANSACTION(S) will scroll across the
date and time bar at the top of the screen.
To manually upload these transactions:
TERMINAL DISPLAY
STORED TRANSACTION(S)
ENTER AMOUNT
PROCEDURE
Press FUNCTION.
MERCHANT FUNCTION
ENTER FUNCTION
Key in 23 and press ENTER.
CLEAR
Advice Upload 0001/0004
88
This message will be displayed while the
transactions are being sent to the host.
The time taken will depend on the number of
transactions being sent.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
Fall Back Sales Procedures
8.2Manual Fall Back.
The EFTPOS terminal supplied to you is very reliable and BankSA is committed to
ensuring its smooth operation is maintained. Any problems should be promptly
reported to the EFTPOS Helpdesk on 1300 650 977.
If your terminal fails to function correctly you may revert to manual fall back.
Before Performing a Fall Back Transaction:
For credit cards, if the transaction is over your credit card floor limit, call Cardlink on
1300 301 831 for authorisation.
If you are unsure of your floor limit for credit cards please call the EFTPOS Helpdesk on
1300 650 977.
For debit cards, if the transaction is over your debit card floor limit, call the EFTPOS
Helpdesk on 1300 650 977 for authorisation.
If you are unsure of your floor limit for debit cards please call the EFTPOS Helpdesk on
1300 650 977.
Minimum Requirements:
You must complete all sales details on the voucher. The completed voucher must
be signed by the customer and the signature compared with that appearing on the
reverse of the card. If the signature does not match or you are in any doubt as to the
authenticity of the cardholder, another form of payment should be sought. You must
check the ‘to’ and ‘from’ dates to ensure the card has not expired. You must ensure
the card is presented and imprinted.
Banking:
To ensure you receive value for your fall back vouchers, they must be banked within two
business days. Vouchers can be charged back for late deposits.
Separate the completed credit vouchers from the debit vouchers. Complete an
EFTPOS Merchant Summary slip for each type of voucher. Place the Summary on top
of the vouchers and place each into a separate Merchant Summary Envelope.
Take the envelope(s) to BankSA and deposit them into your account as you would a
cheque.
If you bank with another financial institution, you will need to use the postal
arrangements i.e. use the Reply Paid envelopes provided in your EFTPOS kit.
Retain all of your merchant copies of the fall back vouchers and the merchant
summaries for a minimum of three years. These are your evidence of the transaction
in case the customer later disputes it.
If you require any additional information, please contact the EFTPOS Helpdesk on
1300 650 977.
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89
9.0 Interfaced EFTPOS.
Figure 1 – Interface Cable
The following section describes
interfacing with the Hypercom Dial Up
and Countertop GPRS EFTPOS terminals.
If you are using an interfaced terminal
the instructions in the diagram
illustrate how to connect the terminal
to the cash register or point of sale (POS).
Instructions on configuring cash
register to interface with the terminal
will be provided by your POS vendor.
INTERFACED EFTPOS.
6 Flat Connector
PIN-PAD
COM-2
Figure 2 – Cable Connector
COM-1
Interfaced EFTPOS enables the EFTPOS
terminal to receive transaction information
from a computer based cash register. The
cable provided (see Figure 1) is required
to connect the cash register.
PIN-PAD
COM-1
The cable has a “flat connector”
RS232
on one end that is inserted into the
Cable
RS232 Cable Connector (SERIAL label)
Connector
on the terminal’s monocable (see Figure 2).
The other end of the cable has a
“9-pin” connection that is inserted into
an available COM port on the cash
register (see Figure 3). Generally these
ports are at the back of the register.
Note: The interface cable uses a
“9-pin COM port. If a “25-pin” COM
port is to be used then a suitable
adaptor must be purchased. The Bank
does not supply this adaptor.
9 Pin Connector
COM-2
2
Figure 3 – Peripheral (COM) Ports
2
9 Pin COM Ports
If your cash register / POS vendor does not
currently support interface to the terminal,
but you would like to find out more, please contact the EFTPOS Helpdesk for further
information. You can be supplied with the interface specifications which can then be
provided to your vendor giving instructions on how they need to setup their equipment
to talk to the terminal.
90
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Fall Back Sales Procedures
10.0 Minimising Fraud.
At BankSA, we take fraud seriously, and you should too.
Fraud can cost your business significant amounts of money, and certain types
of merchants – based on the types of goods sold – are more prone to fraudulent
transactions than others. We believe it is essential for you to have a sound
understanding of credit card fraud, how it can be detected and how it can be prevented.
ADDITIONAL FRAUD PREVENTION INFORMATION IS AVAILABLE ON THE BANKSA
WEBSITE AT:
http://www.banksa.com.au/business/payment-solutions/existing-customers/
10.1CCV Security Codes.
What is CCV?
The three or four digit value printed on a payment card, 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.
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. CCV codes are
numbers of three or four digits, depending on the card type.
Note:
• Some cards do not have a CCV code
• CCV (Card Check Value) is also known as CVV and CVC
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MINIMISING FRAUD
91
Where Can I Find the CCV Security Code?
Some cards, for example MasterCard and Visa,
have a three-digit CCV printed on the signature
strip on the reverse side of the card. Other
numbers may precede the CCV. The last three
digits on the signature strip are the CCV.
Other cards, for example American Express, have
a four-digit CCV on the front of the card, above
the account number.
AUTHORISED SIGNATURE
4000 0012 3456 7890 123
NOT VALID UNLESS SIGNED
CCV
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.
Manual Authorisations and CCV.
If your terminal is not functioning at all, you can revert to a manual imprinter. When
seeking authorisation for a credit card transaction above the floor limit, be sure to
provide the CCV number if available.
92
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MINIMISING FRAUD
11.0Trouble Shooting.
11.1 Hardware Faults.
Hardware Faults
Action
1. Ensure that the power cable is securely connected to
the terminal.
No response from
the terminal
2. Power off the terminal for 10 seconds.
3. Power on the terminal.
4. Retry the transaction.
5. Call the Helpdesk if the problem persists.
1. Re-insert/swipe the card as per instructions in section 4.
Terminal not
reading cards
2. If there is still no response from the card reader power
off the terminal for 10 seconds.
3. Power on the terminal.
4. Attempt transaction again.
5. Call the Helpdesk if the problem persists.
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. If the problem continues power off the terminal for 10
seconds.
Paper jamming
Or
Not feeding
Or
Not printing
4. Power on the terminal.
5. Initialise the terminal by pressing the FUNCTION key
and then press 7 and ENTER. Select the soft key that
corresponds with YES.
6. The terminal should print a logon receipt. This will
confirm if the printer is operational.
7. Re-test the printer using the FEED button.
8.You can test the printer by pressing the FUNCTION key,
followed by 82 and ENTER, then press 1 and ENTER. A
receipt will print.
9. Call the Helpdesk if the problem persists.
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93
11.2 Response Codes.
Below is a copy of a receipt, which indicates the location of the Response Codes.
Response
Code Location
Where your terminal displays a response code not listed in this guide, and you use
an electronic terminal supplied by us, you should phone the EFTPOS Helpdesk on
1300 650 977 for clarification.
94
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TROUBLE SHOOTING
Code
Display
Cause/Action
00
APPROVED
• The transaction has been approved.
01
CALL FOR AUTH
• Unable to obtain electronic authorisation.
• Call for authorisation from appropriate
authorisation centre then complete
manual sales voucher if approved.
02
CALL FOR AUTH
• Unable to obtain electronic authorisation.
• Call for authorisation from appropriate
authorisation centre then complete
manual sales voucher if approved.
03
NOT ON FILE, CALL HELPDESK
• Contact the Helpdesk.
04
CONTACT CARD ISSUER
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
05
CANNOT PAY
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
06
CANNOT PAY
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
08
APPROVED
With signature
• The transaction has been approved if the
signature is correct.
11
APPROVED
• The transaction has been approved.
12
INVALID TRANSACTION
• Retry the transaction selecting a different
account.
• 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
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
19
CONTACT CARD ISSUER
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
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95
Code
Display
Cause/Action
30
FORMAT ERROR CALL
HELPDESK
• Power the terminal off and on and retry
the transaction.
• Contact the Helpdesk 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.
41
CONTACT CARD ISSUER
• Contact manual Credit Card
Authorisations.
• Press the option for extension 500.
43
CONTACT CARD ISSUER
• Contact manual Credit Card
Authorisations.
• Press the option for extension 500.
51
CANNOT PAY
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
52
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.
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
CANNOT PAY
• Check the card expiry date.
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
55
RE-ENTER 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.
96
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Code
Display
Cause/Action
58
INVALID TRANSACTION
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
59
DECLINED
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
61
CANNOT PAY
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
62
DECLINED
• 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.
68
PLEASE RETRY
• Retry the transaction.
• If the transaction is declined again, 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.
83
INVALID 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.
87
INVALID TRACK
• Retry the transaction.
• If the transaction is declined again, obtain
another form of payment.
• Cardholder to contact card issuer.
90
PLEASE RETRY
• Retry the transaction.
• If the transaction is declined again, obtain
another form of payment.
• Cardholder to contact card issuer.
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97
Code
Display
Cause/Action
91
ISSUER NOT AVAILABLE
• Bank is unavailable; retry the transaction.
• If the transaction is declined again follow
manual fallback procedures as explained
in section 8.2.
94
CANNOT PAY
• Obtain another form of payment.
• Advise cardholder to contact card issuer.
97
SETTLE NOT AVAILABLE
• 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
MAC ERROR
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
99
INVALID MESSAGE
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
CE
NO CARRIER
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
FV
INVALID FORMAT
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
IM
SYSTEM ERROR
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
98
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TROUBLE SHOOTING
Code
Display
Cause/Action
LC
LOST CARRIER
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
ND
DECLINED ND
• Press the FUNCTION key, followed by 23
and ENTER.
• Contact the Helpdesk if the problem
persists.
NT
NO DIAL TONE
• Check telephone line connections to the
terminal.
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
PF
POWER FAIL
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
TO
NO RESPONSE
• Turn terminal off, then back on, and retry
the transaction.
• Contact the Helpdesk if the problem
persists.
Y1
APPROVED
• The transaction has been approved.
Y3
APPROVED
• The transaction has been approved.
Z1
CANNOT PAY
• Obtain another form of payment.
Z3
ISSUER UNAVAILABLE
• Obtain another form of payment.
Z4
CANNOT PAY
• Obtain another form of payment.
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99
12.0 GLOSSARY OF COMMON TERMS.
CCV Number
(Card Check
Value)
An additional security feature used in transactions where the card
number is entered manually, for example when the cardholder is
not present (MOTO or ECOM).
Charge Card
American Express (AMEX), Diners Club or Japanese Credit Bureau
(JCB).
Credit Card
MasterCard or Visa.
Debit (EFTPOS)
Card
A card that gives the customer access to a cheque account 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 communication with the host has been lost.
GSM/GPRS
The wireless communications network used to connect a mobile
EFTPOS terminal.
Manual Fall Back The use of a manual ‘click clack’ imprinter as a back-up, when an
electronic terminal is not working.
Merchant (ID)
Number
An eight digit number used to identify your business and obtain
an authorisation code for credit card transactions. This number is
unique to your business, and can be found on any of the following:
• A receipt from your terminal
• Your merchant statement
• The metal plate on your manual imprinter
100
Multi Merchant
One of a number of merchants who have individual merchant
agreements with the Bank and transact business through one
shared terminal.
ROC Number
The ‘Record of Charge’ number found on your terminal receipt.
Terminal (ID)
Number
An eight digit number that identifies your EFTPOS terminal. The
Terminal ID can be found on any transaction receipt or report
printed from your terminal.
Hypercom Dial Up and Countertop GPRS Merchant Operating Guide
GLOSSARY OF COMMON TERMS
Notes
Hypercom Dial Up and Countertop GPRS Merchant Operating GuideNOTES
101
Information contained in this brochure was correct at time of printing (December 2011) and is subject to change.
BankSA – A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 ACL 233714.
BSA04034 (10/14)
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