RMS-TD Bridge User`s and Setup Guide

RMS-TD Bridge User`s and Setup Guide
RMS-TD Bridge
User’s and Setup Guide
Version 2.6.2
November 2008
RMS-TD Bridge User’s and Setup Guide v2.6.2
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Table of Contents
RMS-TD Bridge User’s Guide ......................................................................................................... 3
Debit Cards ................................................................................................................................. 4
Debit Cards: Standard Transactions....................................................................................... 4
Debit Cards: Failed Transactions ........................................................................................... 5
Debit Cards: Void No Match ................................................................................................... 5
Credit Cards ................................................................................................................................ 6
Credit Cards: Standard Transactions ..................................................................................... 6
Swiped Cards.......................................................................................................................... 6
Damaged Cards (Manual Entry) ............................................................................................. 7
Credit Cards: Failed Transactions .......................................................................................... 8
Credit Cards: Manual Authorizations ...................................................................................... 8
Credit Cards: Invalid Card Type ............................................................................................. 9
Credit Cards: Void No Match .................................................................................................. 9
Card Failure: Multiple Card Transactions.................................................................................. 10
Reprinting a Debit or Credit Receipt ......................................................................................... 11
End of Day Settlement .............................................................................................................. 12
Closing the Batch (End of Day) ............................................................................................ 13
Force Post............................................................................................................................. 15
Reporting in Microsoft Retail Management System ............................................................. 16
Initialize Pin Pad and Refresh Services .................................................................................... 18
RMS-TD Bridge Setup Guide ........................................................................................................ 20
Overview: Before you begin…. ................................................................................................. 21
Step 1: Determine your printer settings.................................................................................... 22
Step 2: Changes to the RMS database.................................................................................... 23
Step 3: Install RMS-TD Bridge ................................................................................................. 25
Step 4: Configure RMS-TD Bridge............................................................................................ 25
General Settings ................................................................................................................... 26
Pin Pad Settings ................................................................................................................... 27
Receipt Layout Settings ........................................................................................................ 28
Step 5: License Code ................................................................................................................ 29
Initialize Pin Pad and Refresh Services .................................................................................... 30
Receipt Formatting .................................................................................................................... 32
EMV Settings............................................................................................................................. 33
Troubleshooting and Appendices .................................................................................................. 35
Common Setup Issues .............................................................................................................. 36
Unable to Initialize during Initial Setup ...................................................................................... 38
Duplicate Credit Card Number Verified..................................................................................... 40
Windows Drivers for Epson Printers ......................................................................................... 41
Install the Windows Printer Driver......................................................................................... 41
Configure the Windows Print Driver...................................................................................... 42
OPOS Drivers for Epson Printers.............................................................................................. 43
Install the OPOS Printer Driver ............................................................................................. 43
Configure the OPOS Printer Driver....................................................................................... 45
Determine your RMS Register Number .................................................................................... 47
Batch Settlement Report Issue ................................................................................................. 48
Offline Database Setup for RMS............................................................................................... 49
Program Revision Notes ........................................................................................................... 52
EMV Chip Card Processing Facts............................................................................................. 53
Uninstall RMS-TD Bridge .......................................................................................................... 54
Credit Card Authorization Numbers .......................................................................................... 55
Other Important Contact Numbers ............................................................................................ 55
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Part I
RMS-TD Bridge User’s Guide
Version 2.6.2
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Debit Cards
Debit Cards: Standard Transactions
Process your transaction as normal.
On the tender window, choose Debit
from the payment menu.
(Either type in the amount or press the
‘+’ key.)
You will see a window similar the one
on the right.
Press the Enter key to proceed.
You will be prompted to “Follow the
Pin Pad Instructions”.
The Pin Pad will have the prompt
“Swipe/Insert Card”. The customer
must swipe their card and follow the
prompts on the Pin Pad.
The Debit window will remain on the
screen until the customer completes
their transaction at the Pin Pad and
the transaction is completed with an
approval, decline or error.
If the transaction is approved, you will
see a window like the one on the right.
Simply press the Enter key to begin a
new transaction.
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Debit Cards: Failed Transactions
There are a number of error
messages including “Swipe
cancelled”, “PIN Error”, “Invalid
Card”, “ Card Type does not match”,
etc. Should you receive a message
like this, you will be given the option
to try again.
Based on the error, you can decide
if you would like to try again.
Choosing “Yes” will bring you back
to the “Follow the Pin Pad
Instructions” prompt.
Choosing “No” will return you to
your transaction to select a different
form of payment.
Debit Cards: Void No Match
When recalling a transaction for
void and the debit card entered
along with the value are not the
same as the original transaction,
this message will be displayed:
“Void No Match”.
Select the Close button to close the
“Debit” window.
The transaction can be completed using
Cash. Responding Yes will complete the
transaction using Cash. Responding No will
allow you to reenter the card.
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Credit Cards
Credit Cards: Standard Transactions
Swiped Cards
Process your transaction as
normal.
On the tender window, choose the
appropriate credit card from the
payment menu.
(Either type in the amount, or
press the ‘+’ key.)
You will see a window like the one
on the right.
Press Enter to proceed and swipe (insert if chip card) the customer’s card. You will either swipe
the credit card through the Pin Pad or through an alternate card reader, depending on the “Other
Reader” option in your Pin Pad setup (see setup section of this manual for more information).
If your “Other Reader” option is on,
swipe the card on the alternate card
reader. The “Other Reader” option
cannot be used for EMV / Chip
Cards and should be disabled in
setup.
If your “Other Reader” option is off,
follow the instructions on the Pin
Pad. Chip cards must be inserted
into the Pin Pad. Cards without
chips may be swiped.
The screen to the right will be
displayed when the transaction is
approved. Press the Enter key to
clear this window and completely
end the transaction.
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Damaged Cards (Manual Entry)
Process your transaction as normal.
On the tender window, choose the
appropriate credit card from the
payment menu.
(Either type in the amount, or press
the ‘+’ key.)
You will see a window like the one
on the right.
In cases where the swipe or insert
of card doesn’t work you can arrow
over to Manual Entry or use your
mouse to select Manual Entry.
Press Enter to proceed and you will
be prompted with a window that
allows you to type in the credit card
number and expiry date. Do not put
spaces or dashes in the credit card
number. Do not put slashes or
dashes in the expiry date. Press
the Enter key when you have
finished typing in the card number
and expiry date.
Important Note: It is the merchant’s responsibility to get an imprint of the
credit card if the card will not swipe.
The screen to the right will be
displayed when the transaction is
approved. Press the Enter key to
clear this window and completely
end the transaction.
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Credit Cards: Failed Transactions
There are a number of error messages including “Cancelled”, “Communication Error”, “Invalid
Card” etc. Should you receive a message like this, you will be given the option to try again.
Based on the error, you can decide
if you would like to try again.
Choosing “Yes” will bring you back
to the Swipe or Manual Entry
window.
Choosing “No” will return you to
your transaction to select a different
form of payment.
Credit Cards: Manual Authorizations
In some cases you may receive
a “CALL FOR AUTH” message.
This may occur if your internet
connection is down or if there
are other reasons why you can’t
reach the TD host.
In these cases, you must phone
the appropriate financial
institution for authorization, take
an imprinted draft of the card,
note all transaction details on the
imprinted draft (including the
authorization number obtained
by phone) and have the
customer sign the imprinted
draft.
Authorization codes will often
have a combination of numbers
and letters.
Press the Enter key to finalize
the transaction.
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Credit Cards: Invalid Card Type
To avoid tender total mismatching, an operation is performed to validate that the type of card
swiped or entered is the same type as the type that has been selected from the tender screen.
If the card that is swiped or entered is
not the same type as selected on the
tender screen, a message will be
displayed and the card should be
entered or swiped again.
In this example, Visa was selected on
the tender screen but a Mastercard
card was swiped.
Credit Cards: Void No Match
When recalling a transaction for void
and the credit card entered along with
the value are not the same as the
original transaction, this message will
be displayed: “Void No Match”.
Select the Close button to close the “Swipe Card” window.
Responding Yes will allow
you to reenter the card.
Responding No will allow for a
refund to a card other than
the card that was used in the
original transaction.
Note: Recalled transactions must be voided using only one credit or debit card. Multiple card
transactions (split tenders) cannot be voided. The return function must be used. These
transactions can be refunded to one tender type or method of payment only.
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Card Failure: Multiple Card Transactions
If a transaction is tendered with multiple credit or debit cards and a card cannot be authorized, all
previously authorized cards in the transaction must be reversed in order to proceed in the
transaction.
Example:
Transaction total:
Debit Tendered for
VISA Tendered for
$143.99
$100.00
$ 43.99
Credit cards are processed first.
Assuming the Visa is approved but the debit card will not approve, the Visa must be voided prior
to proceeding in the transaction.
The following screen will be displayed for each card that has
been authorized prior to a card failure. All previously authorized
cards must be voided prior to proceeding.
Press the OK button or press Enter to automatically void the
credit card that has been previously authorized in this
transaction. You will be immediately prompted at the PINPad to
Swipe or Insert the credit card.
The customer will be
prompted at the
PINPad to accept the
“Purchase Correct” for
the value that was
previously authorized.
When the “Purchase
Correct” is accepted at
the PINPad the
authorization will be
reversed.
The tender window will be displayed with all values removed. Alternate tenders may be selected
or the transaction may be cancelled.
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Reprinting a Debit or Credit Receipt
Click the
button.
At the top of the page, click View Receipt Log.
Click the
button to view and or print the last receipt.
Click the
button to select from a list of transaction dates
and choose the date that corresponds with the receipt you would like to print. The format of the
date is YYYYMMDD.
Once you have selected a date, the receipts will be displayed in the window. Highlight the receipt
you wish to reprint before clicking print.
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End of Day Settlement
Click the
button to access the screen below.
The transaction settlement screen will show you all of your current authorized credit and debit
transactions.
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Closing the Batch (End of Day)
At the end of each business day, you will want to balance
your cash drawer and clear this screen. You may use the
Print Transaction Totals button as often as necessary to
query TD regarding your totals for this till.
The Print Transaction Totals button functions very much like
your X report.
A summary will print totaling your credit cards and your debit
cards. The host totals and your totals should match.
The report can be compared to your X report in RMS to
make sure that the amounts match.
Once you are satisfied with the totals, click the Close Batch
button. An identical receipt will print and the Transaction
Settlement screen will be cleared making the POS ready for
the next shift.
Under “HOST TOTALS”
“DEBIT” is the total of transactions that have added a
positive amount to your merchant accounts. This is the total
of Purchases.
“CREDIT” is the total of transactions that have subtracted
from your merchant accounts. This is the total of Refunds.
“Adjustment” is the total of void transactions. This is the
balance of all “Purchase Correction” and “Refund Correction”
transactions.
The centre column is the transaction count. The following
equations show how the counts are calculated:
Debit Count = Total Number Count of Purchase
+ Purchase Void transactions
Credit Count = Total Number Count of Merchandise Return
+ Merchandise Return Void transactions
Adjustment Count = Total Number of Purchase Void
+ Merchandise Return Void transactions
Batch Inquiry Transaction
Terminal #
Sequence #
Date
Time
Batch #
:
:
:
:
:
MS1234567890
0011050120
yy/mm/dd
hh:mm:ss
0105
HOST TOTALS
DEBIT
CREDIT
Adjustment
6
4
2
281.75
120.75
40.25
TRS TOTALS
Visa
MasterCard
American Express
Interac Debit
DEBIT
CREDIT
Adjustment
2
1
1
6
6
4
2
-5.75
23.00
34.50
69.00
281.75
120.75
40.25
**** TRANSACTION APPROVED ****
Batch Close Transaction
Terminal #
Sequence #
Date
Time
Batch #
:
:
:
:
:
MS1234567890
0011050120
yy/mm/dd
hh:mm:ss
0105
HOST TOTALS
DEBIT
CREDIT
Adjustment
6
4
2
281.75
120.75
40.25
TRS TOTALS
* Note that the count calculations are different from the totals
calculations (for example: the debit totals are for purchases
while the debit transaction count total is for Purchases +
Purchase Voids)
Under “TRS TOTALS”
You will find the card types listed. In these samples they are
Visa, MasterCard, American Express and Interac Debit. You
will find the total transaction count and balance for each card
type. The transaction count is the number of all purchase,
refund, purchase correction and refund corrections.
Visa
MasterCard
American Express
Interac Debit
DEBIT
CREDIT
Adjustment
2
1
1
6
6
4
2
-5.75
23.00
34.50
69.00
281.75
120.75
40.25
**** TRANSACTION APPROVED ****
Beneath the card types are the DEBIT and CREDIT counts and amount totals. These are defined
the same as under “HOST TOTALS”. These are the totals as recorded by Merchant Connect
Multi. They should agree with the “HOST TOTALS”. You will find that the “TRS TOTALS”
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(terminal totals) may be out of balance with the “RMS TD Bridge” totals if you have rung through
Force Post transactions.
Beside “Adjustment” you will find the total transaction count and amounts for “Void” transactions.
These are defined the same as under “HOST TOTALS”. These are the totals as recorded by
Merchant Connect Multi. They should agree with the “HOST TOTALS”.
If there are discrepancies between the “HOST TOTALS” and the “TRS TOTALS”, you should
contact TD RMS Helpdesk for support at 1-877-836-7767 (Press 1 for English or 2 for French,
then press 2 for TD RMS Merchant Support).
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Force Post
On the occasion that RMS may have not been operational and credit cards have been manually
authorized via phone, the Force Post may be used to post finalize these transactions with TD.
Force Post transactions will only be accepted if a previous phone authorization has been
provided. The previously obtained authorization number must be entered in order to complete
this type of transaction.
Only phone authorized transactions
may be entered using Force Post.
Enter the amount and the auth code
that you have already received by
phone then press Ok.
Continue the transaction as normal
by entering the card number and
expiration date then press Ok.
The transaction totals will not be in any of the RMS POS totals. To see the transactions that have
been authorized, use the TD Force Post Transaction Report in RMS.
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Reporting in Microsoft Retail Management System
TD Transactions Report
At any time, you may run a report of all your TD Transactions from within RMS.
In Store Operations Manager,
click Reports Custom TD
Transactions.
This report can be filtered in the
same manner that you filter all
RMS report.
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Force Post Report
At any time, you may run a report of all your TD Transactions from within RMS that have been
processed using the Force Post button.
In Store Operations
Manager, click Reports Custom TD Force Post
Transactions.
This report can be filtered
in the same manner that
you filter all RMS reports.
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Initialize Pin Pad and Refresh Services
If required, click the
button followed by File Setup.
Click the Initialize Pin Pad
button to query the bank and
initialize your Pin Pad. You
will be required to initialize
every time a new Pin Pad is
installed.
Click the Refresh Service
button to both initialize the Pin
Pad and to stop and restart
the Merchant Connect Multi
service.
If you are unsure about which
button to click, choose the
Refresh Service button.
After clicking the Initialize Pin
Pad or Refresh Service button
a receipt will print after a
moment.
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If a receipt similar to this one
prints (with the word
‘APPROVED’), then your Pin Pad
had initialized successfully.
PARAMETER DOWNLOAD
-------------------------------------------Register : 000X
-------------------- TD -------------------TERM ID: (Your Term ID Here)
DATE
TIME
00 APPROVED
TD --> TRS: 00
If the receipt that prints is similar
to this one, please check the
troubleshooting section of this
manual.
PARAMETER DOWNLOAD
-------------------------------------------Register : 000X
-------------------- TD -------------------TERM ID: (Your Term ID Here)
DATE
TIME
COMMUNICATION PROBLEM 05
When the Refresh Services button is pressed, the Credit/Debit Server program (Merchant
Connect Multi) is automatically unloaded and reloaded to ensure that any configuration changes
that may have been made are set. When the Credit/Debit Server open it will be displayed on the
screen. Never close this window. Closing this window will stop all credit and debit transactions
from being processed.
It is
important
to never
close this
window,
only
minimize.
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Part II
RMS-TD Bridge Setup Guide
Version 2.6.2
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Overview: Before you begin….
You should have the following information and equipment from TD Merchant Services
before you begin the setup process:
Terminal ID
IP Address
Port Number
Ingenico Pin Pad (Serial)
RMS-TD Bridge License
You should also have:
1 available Serial Port (COM port) on your computer
A functioning receipt printer
A working internet connection
The ability to log on as the computer administrator
Power off your computer and connect the Pin Pad to the computer and to an available power
outlet.
The following steps will need to be performed:
Step 1: Determine your printer settings (at each PC)
Step 2: Changes to the RMS database (just once per store)
Step 3: Install RMS-TD Bridge software (at each PC)
Step 4: Configure RMS-TD Bridge software (at each PC)
Step 5: License RMS-TD Bridge software (at each PC)
Important:
If you have user security setup on your PC, please have your System Administrator
enable full rights on both the “C:\MCMulti” directory and all its subdirectories and files
and the “C:\Windows\Multi.ini” file.
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Step 1: Determine your printer settings
(This step must be performed before you install the RMS-TD Bridge software)
A 40 column receipt printer is recommended for credit authorization transactions. Normally, this is
the same printer you are already using for transaction receipts.
The first step is to determine your printer settings in Store Operations Manager.
Open Store Operations Manager.
Click Database Registers Register List (highlight the register in the list)
Click the Properties button Click the Receipt Printer 1 or Receipt Printer 2 tab
Click either the Receipt Printer 1
or Receipt Printer 2 tab.
Record the printer type: Either
Windows or OPOS.
Record the Windows device
name or the OPOS device name.
Important:
If your Printer Type is OPOS
follow the instruction below.
In Store Operations Manager Click File Configuration Options POS Options, put a
check mark beside the option
“Share the OPOS printer with
other applications”.
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Step 2: Changes to the RMS database
(This step must be performed before you install the RMS-TD Bridge software)
In this step, you must verify that the Tender Types are setup correctly in RMS.
Open and log into Store Operation Manager
Click Database Tender Types
Your screen will look similar to this one…
For each tender that requires authorization complete the following steps:
Highlight tender in the list and click the Properties
button.
Verify that the “Tender Code” Under the “General” tab
matches the “Tender Code” on the chart on the right.
The tender codes must be entered in capital letters.
Important Notes:
The Cash Tender Code must always be changed regardless of what tender types you accept.
Diners and Enroute cards are now covered under Mastercard and should be used only as
Mastercard cards.
JCB cards are now covered under American Express (Amex) and should be used only as
American Express cards.
If used as a separate card type, totals may not balance between RMS and TD transactions.
You must only verify tender types that are in the chart.
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Your screen should look similar to this one…
The tender
codes must be set as
described on the
previous page.
The Tender type
must be set to Cash
(or possibly check or
other in special
circumstances).
“Prevent cashier
overtendering” option
must be checked on
for all debit and credit
cards.
The “Require Signature” option must be disabled. This option is set in Merchant Connect
Multi. When configured correctly the signature line will be printed on the Merchant copy of the
receipt. Instructions can be found under “Receipt Formatting”.
The “Allow multiple entries” option may be checked on if more than one of this card type may
be used to tender a single transaction.
Click the “OK” button after any modifications to save your work.
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Step 3: Install RMS-TD Bridge
Important:
You must be logged on as the computer Administrator in order to install the RMS-TD Bridge.
Close the POS software.
Using the software provided, locate and double click the Install.exe file.
If the software has been downloaded and resides in a file with a ‘zip’ file extension, all files from
within the ‘zip’ file must first be extracted/copied to a folder on the local drive. The install.exe file
should not be run from within the ‘zip’ file.
Follow the prompts to install the software.
Important:
If you have user security setup on your PC, please have your System Administrator
enable full rights on both the “C:\MCMulti” directory and all it’s subdirectories and the
“C:\Windows\Multi.ini” file.
Step 4: Configure RMS-TD Bridge
After the software has installed, start POS and log in. If you normally have to choose a sales rep
and or customer, go ahead and do this.
You will be prompted to
restart POS.
Close POS and then
restart POS.
Once you restart POS you should see the
following button:
You should also receive the following message.
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RMS-TD Bridge Settings
General Settings
Click the
button followed by File Setup.
On the General Settings tab, the
following fields MUST be filled out:
Terminal ID: provided by TD
Merchant Services, the Terminal ID
is unique by Pin Pad. Please note,
the Terminal ID is case sensitive.
Available Printers: must select
either Windows Driver or OPOS
driver. If you choose Windows
driver, then use the drop down box
to choose from the available
Windows printers. If you choose
OPOS Driver, you must type in the
OPOS printer name. The OPOS
printer name can be found in Store
Operations Manager Database
Registers Register List Properties Receipt Printer 1 or
Receipt Printer 2.
IP Address: provided by TD
Merchant Services.
Port Number: provided by TD
Merchant Services.
You may also choose your default language (English or French).
Once you have made changes to the General Settings tab, click Save to exit or click another tab to
continue with setup.
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Pin Pad Settings
Click Other Reader if you are
using a magnetic stripe reader other
than the Pin Pad to swipe credit
cards. Debit cards must go through
the Pin Pad.
Note: Chip cards must be inserted
into the Pin Pad. This option should
be unchecked.
In the Port field, type in the
serial (COM) port number to which
the Pin Pad is connected. Make
sure that there are no other devices
on your computer using this port.
In the Accepted Card Types
area, put a check mark beside all
the card types you will be
authorizing.
In the Debit Receipt area, put a
nd
check mark in the “Print 2 Debit
Receipt” option if you would like to
have a second debit receipt print for
all transactions. Credit transactions
will automatically print two receipts.
In the Credit Card Options
area, put a check mark in the “Validate Card Types” option to validate the card types entered. With
this option checked, a swiped or entered card will be verified against the tender type selected.
Card types that are entered or swiped that do not match the selected tender type will produce an
error. See the “Credit Cards: Invalid Card Type” section for more details.
Enter the phone numbers for accepted card type. Reference these numbers to obtain manual
phone authorization. These numbers are for reference purposes only. If a “Call For Auth” message
is displayed during a credit card transaction, the appropriate number for the card type will be
displayed.
Important Note: If you choose to use an “Other Reader” such as a keyboard with a magnetic
stripe reader or an external magnetic stripe reader, the device must be programmed for “TRACK
II” data only. See this manual for assistance configuring a Cherry Keyboard.
Once you have made changes to the Pin Pad tab, click Save to exit or click another tab to continue
with setup.
“Other Reader” cannot be used for EMV / Chip Card transactions. All chip cards must be
inserted into a PINPad. This option should be unchecked.
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Receipt Layout Settings
If required, click the
Receipt Layout.
button followed by File Setup Type in your store name and
address in the header area
provided.
This will print at the top of your
credit card and debit card receipts.
These Cardholder agreement
statements are approved by Visa
and TD Merchant Services and
should not be edited.
After making the appropriate changes in setup, click the SAVE button or continue making setting
changes.
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Step 5: License Code
Before you can perform an authorization, you will need to input a valid license code.
Click the
the screen.
button and choose License Code from the top of
Type your license code into the boxes provided and click the verify button. If you receive the
License Code Accepted message, click the Save button. If the license code is not accepted then
check the license code again.
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Initialize Pin Pad and Refresh Services
If required, click the
button followed by File Setup.
Click the Initialize Pin Pad
button to query the bank and
initialize your Pin Pad. You
will be required to initialize
every time a new Pin Pad is
installed.
Click the Refresh Service
button to both initialize the Pin
Pad and to stop and restart
the Merchant Connect Multi
service.
If you are unsure about which
button to click, choose the
Refresh Service button.
After clicking the Initialize Pin
Pad or Refresh Service button
a receipt will print after a
moment.
The save button must be
clicked the first time that
settings are entered or
whenever settings are
changed.
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If a receipt similar to this one
prints (with the word
‘APPROVED’), then your Pin Pad
had initialized successfully.
PARAMETER DOWNLOAD
MY STORE NAME
Register : 000X
-------------------- TD -------------------TERM ID: (Your Term ID Here)
DATE
TIME
00 APPROVED
TD --> TRS: 00
If the receipt that prints is similar
to this one, please check the
troubleshooting section of this
manual.
PARAMETER DOWNLOAD
MY STORE NAME
Register : 000X
-------------------- TD -------------------TERM ID: (Your Term ID Here)
DATE
TIME
COMMUNICATION PROBLEM 05
If you are having trouble initializing, verify your terminal ID. See the “Unable to Initialize during
Initial Setup” section in this manual.
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Receipt Formatting
Merchant & Customer
Settings can be made so that a merchant copy and a customer copy will be printed. The
merchant copy will have space for the customer signature, the credit card number will not be
masked and it will read “Merchant Copy” at the bottom.
To adjust these settings right-click the Merchant Connect Multi
select Restore.
icon in the system tray then
Right-click on the Terminal ID and select Show Configuration.
Select the Printer/Header tab
Receipt Format must be set to EMV. Create Receipt must be set to “Merchant & Customer” and
the option to the right must be set to “Mask Card Number on Merchant Copy”.
Card Number Mask should be set to “999999******9999”.
“Print Merchant Receipt for” should have all options checked ON (regardless of what is supported
on the POS).
All other option selections may result in errors.
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EMV Settings
To adjust these settings click the Merchant Connect Multi program icon
Right-click on the Terminal ID and select Show Configuration.
in your system tray.
Right-click on the Terminal ID and select Show Configuration.
Select the Devices tab and within the PINPad tab select EMV Mode to be EMV Supported.
Select the EMV tab and within the RIDs tab enter your Terminal ID. This must be the same
Terminal ID that is on the Credit/Debit Server screen.
Select the File menu then “Save and Exit” to save any changed settings.
Minimize the Credit/Debit Server program, do not close the program.
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If any changes have been made in the receipt formatting or EMV information, the credit/debit
services should be refreshed.
If refreshing the services if required, click the
POS followed by File Setup.
Click on the
RMS-TD Bridge User’s and Setup Guide v2.6.2
button in
button.
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Part III
Troubleshooting and Appendices
Version 2.6.2
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Common Setup Issues
It is recommended that you follow the steps below if you are having trouble setting up a Pin Pad.
1) Confirm your general settings: Double check your terminal ID, IP address, and Port
number. If you make any changes, save your changes and return to setup to refresh
services.
Click the
button and then File Setup.
Carefully, verify the following
settings:
Terminal ID
(Important: Terminal ID
must be UPPERCASE)
IP Address
Port Number
Click the Pin Pad tab and click.
If you to receive the
communication problem receipt
again continue troubleshooting.
2) Confirm that your internet connection is working. In most cases, you can check if your
internet connection is working by checking to see if you can send and receive email or by
checking if you can “surf the net” in Windows Explorer or another browser.
3) Confirm your Pin Pad port. Double check the Pin Pad port number. If you have 2 COM
ports, it may be worth changing the port number or physically moving the Pin Pad to an
alternate port on the computer. Save the changes, if any changes have been made, then
return to setup to refresh services. Another test is to set the Pin Pad port to 0. If you are
able to initialize with the Pin Pad port set to 0, then the issue is the port allocation or a port
conflict. (When port is set to 0 Merchant Connect Multi does not attempt to find a Pin Pad.
If the initialization fails it may be another configuration or communications setting).
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4) Verify the port is free: A common issue that will prevent your Pin Pad from functioning is
when there is software “using” the COM port that the Pin Pad is attempting to access. If
possible try testing a second device (not a Pin Pad) in this port. Also, check to make sure
that you don’t have any windows printers attempting to use that COM port. Other software
that might cause problems on the COM port include: Touch screen software, any OPOS
device including printers, pole displays, cash drawers etc, Hot Sync software, automatic
shut down software and others. If you find any software that is accessing the COM port
you are trying to use, either use a different COM port, disable, or uninstall the software. If
you make any changes, save your changes and return to setup to refresh services.
5) Try another Pin Pad. If you have a second Pin Pad, preferably one that is working on
another PC, attempt to install that Pin Pad on this PC. This will assist you in understanding
if the PC or the Pin Pad is the issue. Generally a “healthy” Pin Pad will have a Welcome
screen. If you make any changes, save your changes and return to setup to refresh
services.
6) Do you have a firewall that is blocking access to the port required for your authorizations?
Check with your PC administrator if you think this might be the case.
7) Follow the instructions on the preceding pages titled “Unable to Initialize during Initial
Setup”.
8) If your OPOS printer is not printing, make sure that no others devices are referencing the
port that the OPOS printer is using. For example, if the OPOS printer is on LPT1, there
must be no Windows printers set to port LPT1.
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Unable to Initialize during Initial Setup
In some cases, during initial setup, the Terminal ID will be entered incorrectly when the user is
initially setting up the system. This error can cause a conflict between the Merchant Connect Multi
software and the RMS-TD Bridge.
You can check to see if this is the problem by verifying the Terminal number in Merchant Connect
Multi with the Terminal number provided to you by TD Merchant Services.
Double click the Merchant Connect Multi icon
in your system tray.
Verify the Terminal ID provided by TD Merchant Services with the number under the Terminal ID
column.
If the number does not match the Terminal ID provided by TD Merchant Services and you are
having trouble saving your settings in the RMS-TD Bridge software due to this conflict, simply right
click the Terminal ID and choose Show Configuration from the menu.
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Change the Authorization Terminal field to reflect the Terminal ID number provided by TD Merchant
Services. All other changes should take place in the RMS-TD Bridge setup as outlined in the
manual.
When you have successfully changed the Authorization Terminal number click File Save and
Exit.
Following the change, leave Merchant Connect Multi running, and optionally minimize the Merchant
Connect Multi software.
Resume setup in the RMS-TD Bridge setup as described in this manual.
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Duplicate Credit Card Number Verified
If the permissions are not set up correctly on the “C:\MCMulti” directory and all it’s subdirectories,
and on the C:\Windows\Multi.ini file, RMS-TD Bridge will not function correctly.
The symptom of this issue is that when a credit card is swiped, the Verify Card Number screen
pops up with the same credit card number as was used in the previous transaction.
The cause of this issue is due to insufficient privileges on the “C:\MCMulti” directory and its
subdirectories.
You will require sufficient permissions to change the permissions for other users.
Open “Windows Explorer” Open Local Disk C: Locate C:\MCMulti Right click and select Properties
Choose Security Make sure that all users are
allowed Full Control, Modify, Read
& Execute, Read, Write, etc.
Make sure that you have set
permissions on all files by
checking some of the files in the
C:\MCMulti subdirectories.
Ensure that your security changes
affected all files in the directory; if
not, set the security on those
directories and files as well.
You must also modify the
permissions on the
C:\WINDOWS\Multi.ini file.
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Windows Drivers for Epson Printers
Install the Windows Printer Driver
Locate and double click the
to install the Windows drivers.
file to begin the installation. Follow the prompts
Select the appropriate operating system. If using Windows Vista, select Windows 2000.
When you arrive at the Select Module
screen, select your printer model from
the list. Your printer model will be on
a sticker on the back or bottom of your
printer.
If you are using a USB printer, be sure
to check off USB Driver at the top of
the list in addition to selecting your
printer model.
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Configure the Windows Print Driver
If you are using a thermal printer, like the TM-T88 it is recommended that you make the following
changes in the print driver.
From Control Panel choose Printers and Faxes.
Locate and highlight your newly installed printer.
Either right click and choose Properties,
or click File and then Properties from the top menu
Your screen will look similar to the one at the right.
Click the Printing Preferences button.
Next, click the Advanced tab.
Choose Spool print documents so program
finishes faster.
Choose Start printing immediately.
Do not use the “Print directly to the printer”
Option. This may allow the printing to be faster,
but it will not allow easy printing of receipts if the
printer should go offline or run out of paper during
a print.
Spooling the printing will allow receipts to be
printed automatically when the printer is back on
line.
Apply the settings then press Ok to save.
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OPOS Drivers for Epson Printers
Install the OPOS Printer Driver
Important:
No other devices should be referencing the same port as your OPOS printer is using. For
example, if your OPOS printer is on LPT1, no Windows printers should be using this port.
Please note that the installation instructions vary from version to version. Some of the screen shots
may not be exactly like the screen shots shown.
Locate and double click the “Disk1\ Setup.exe” file to being the installation. Follow the prompts to
install the OPOS drivers ensuring that you choose the options selected below.
Be sure to choose “No
Registry file”.
Choose “Program Files”.
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IMPORTANT!!!
Choose CCO
(Common Control Object).
Next, choose Custom Install.
Choose the Printer and Use CCO
options only. (The Totals or Keylock
may automatically be selected.)
Follow the rest of the prompts to complete the installation.
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Configure the OPOS Printer Driver
When the installation has completed you will see the OPOS software as below. You can also find
a link to this software by clicking the Start button All Programs OPOS.
Highlight and right click on POSPrinter. Choose Add New Device.
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Choose your printer from the
“Select Device Name” drop down
box.
Make a selection under the
Select detailed Model box:
TM-T88II for RS232 or COM
TM-T88IIP for Parallel (LPT)
TM-T888IIU for USB
TM-T88IIE for Ethernet
Type in an “LDN” (logical
device name). This name will be
referenced in Store Operations
Manager Database Registers Register List Properties Receipt Printer 1.
Click Next followed by the
Click
button.
once you have success with CheckHealth.
Important Note:
If using an OPOS printer driver, ensure that the setting in Store Operations Manager File Configuration Options POS Options “Share the OPOS printer with other applications” is
checked on. Errors in printing may occur if the setting is not checked.
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Determine your RMS Register Number
Either…
In Store Operations POS, in the upper right hand corner, the first picture is the register – the
number appears beside it.
Or….
Open Store Operations Administrator File Configuration Click the Register Tab Look
at the Number Field.
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Batch Settlement Report Issue
Batch Close Transaction
If your batch settlement report is cut off on the left
then you should adjust the resolution of your printer.
Terminal #
Sequence #
Date
Time
Batch #
See the “Configure the Windows Print Driver”
section of this manual for complete details.
:
:
:
:
:
MS12345678
0011050120
yy/mm/dd
hh:mm:ss
0105
HOST TOTALS
DEBIT
CREDIT
Adjustment
6
4
2
281.
120.
40.
TRS TOTALS
Visa
MasterCard
American Express
Interac Debit
DEBIT
CREDIT
Adjustment
2
1
1
6
6
4
2
-5.
23.
34.
69.
281.
120.
40.
**** TRANSACTION APPROVED ***
In the print driver properties, under the
General Tab Printing Preferences Advanced button as well as under the
Advanced tab Printing Defaults.
Change the resolution to 180 x 180.
Once you have made the above changes
click the OK button.
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Offline Database Setup for RMS
If you are using the RMS Offline Database please read the following instructions carefully.
In order to have credit authorization capabilities when you are in offline mode, your offline
database must be based on a backup of your RMS database including your RMS -TD Bridge
settings.
Once you have tested your RMS-TD Bridge software at all your POS stations and are satisfied
that your settings are suitable follow the instructions below to create a new offline database.
Step 1: Make a backup of your existing database.
At your POS server, perform the following steps:
Open Store Operations Administrator. Click File Connect (type your password) Click OK.
Click Database Backup --> (save as location C:\Program Files\Microsoft Retail Management
System\Store Operations\DBFiles) Name the database “NewOffline” without the quotes Click Save.
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Step 2: Creating a new Offline Database.
At each POS terminal that requires an Offline database, perform the following steps.
Open Store Operations
Administrator. Click File Connect (type your password)
Click OK.
Click Database Create (type
in the name “NewOffline”).
Click Next.
If using Microsoft SQL Express,
select File Growth as “By
percentage”.
Choose “Restrict growth to (MB)”.
If using Microsoft SQL Express,
enter 4000. If using MSDE (RMS
version 1.3 or below), enter 2000.
Click Next.
Locate your backup file “NewOffline.bck” created in the previous step.
Click Next.
Click Finish.
Click OK when prompted.
You will see a message box similar to the one to the right.
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Click File Configuration Offline Tab.
Type NewOffline into the database box.
Click OK to finish.
Your new offline database will be ready once
a Z report has been performed in POS.
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Program Revision Notes
EMV Support
•
The system now supports processing for these Chip cards: Debit, Visa and MasterCard.
Folder Names
•
The system now uses the folder C:\MCMulti. All programs and files are contained within
the MCMulti folder. Folders within the MCMulti folder have also been changed.
PCI Compliance
•
•
Unmasked credit/debit card information is not written to any files within the system.
Only TCP/IP is allowed for passing of information amongst the various programs.
Voice Authorization Phone Numbers
•
•
Phone numbers for voice authorizations can be displayed.
The number to call for voice authorization can be entered in the setup program for each
card type.
Multi (Merchant Connect Multi) program changes
•
•
•
•
Previous versions (prior to version 2.5.1) showed Multi on the Windows Taskbar. A small
torch icon
is now displayed in the Windows System Tray.
Multi (Merchant Connect Multi) is now version 4.1.0.3.
The Merchant Connect Multi program interface is now visible when it is started.
Caution must be taken to never close the Merchant Connect Multi (Credit/Debit
Server) window – only minimize.
•
Change of Merchant Number / Terminal ID
•
•
With the new EMV / Chip version, your Terminal ID will change.
The Terminal ID can be changed in the Setup option after the upgrade is complete.
Windows Operating Systems
• The following chart shows the supported operating systems
Supported in
Supported in previous
RMS-TD Bridge
RMS-TD Bridge
v2.5.2 and v2.6.2
versions
Operating System
Windows Vista Ultimate
YES
NO
Windows Vista Business
YES
NO
Windows Vista Home Premium
NO
NO
Windows Vista Home Basic
NO
NO
Windows XP Professional SP2 or greater
YES
YES
Windows XP Home
NO
NO
Windows 2000
YES
YES
All other Windows Systems
NO
NO
All other Operating Systems
NO
NO
All supported Windows operating systems are 32 bit only operating systems
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EMV Chip Card Processing Facts
1. The two most important payment processing tips for Chip card transactions are:
a. Follow the POS and PINPad prompts.
b. Always check the receipt to see if a signature line is printed indicating the
customer must sign the receipt.
2. If the customer does not want to sign because they entered a PIN the cashier must
inform them that if a signature line is printed they must sign the receipt.
3. A chip card may require a customer PIN. Pass the PINPad to the customer for PIN Entry.
Do not ask the customer for the PIN.
4. There are three ways the Chip card and PINPad may validate the transaction when a
Chip card is used.
a. Customer Enters PIN only.
b. Customer Signs receipt only.
c.
Customer Enters PIN and Signs receipt.
5. The best practice is to allow Customer to follow the prompts if a Chip card is presented:
Hand the customer the PINPad so they can insert the card and follow the prompts.
Remember to check the receipt for a signature line. You do not have to confirm they
entered a PIN.
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Uninstall RMS-TD Bridge
If using Windows XP or Windows 2000
From Control Panel Add Remove Programs click the Change/Remove button adjacent to RMSTD Bridge.
If using Windows Vista
From Control Panel Programs and Features double-click on RMS-TD Bridge.
The following message
will be displayed when
the uninstall is complete.
Press the close button.
The RMS-TD Bridge files and all previous setting will remain on your computer after the uninstall
has been run, however RMS will no longer require authorization on credit card and debit card
transactions.
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Important Phone Numbers
TD RMS Helpdesk
1-877-836-7767
Press 1 for English or 2 for French
Press 2 for TD RMS Merchant Support
Credit Card Authorization Numbers
VISA voice authorization (All Visa Cards)
MasterCard (Enroute/Diners)
AMEX
Discover
JCB
1-800-363-1163
These “Voice Authorization” numbers must be called in order to process any credit cards
that require a manually entered “Auth Number”. Failure to enter an issuer provided
authorization number may result in the transaction not being approved.
Other Important Contact Numbers
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