Worldline Ingenico Telium TETRA Desk/3500 Manual

Telium TETRA
Desk/3500
Table of contents
Table of contents .......................................................................................................2
Introduction ................................................................................................................6
Contents of box .........................................................................................................6
Overview of Desk/3500 .............................................................................................7
Keyboard details and functionality .............................................................................8
Switching ON / OFF terminal .....................................................................................8
Terminal Setup ..........................................................................................................9
Location of the Desk/3500 .....................................................................................9
Operating Condition ...............................................................................................9
Storage Conditions ................................................................................................9
Terminal Connections............................................................................................9
R40 Paper Roll ........................................................................................................10
Installing a Paper Roll..........................................................................................11
Display/Icons ...........................................................................................................11
Terminal Operation Icons ........................................................................................12
Terminal Header ......................................................................................................12
Supervisor Functions ...............................................................................................13
Supervisor Code (If configured) ..........................................................................13
Voice Referral Password (If configured) ..............................................................14
Terminal Installation ................................................................................................14
Terminal Configuration ............................................................................................15
Card Reading ..........................................................................................................17
Chip Card ............................................................................................................17
Contactless Card .................................................................................................17
Magnetic Stripe Card ...........................................................................................17
Transaction Selection ..............................................................................................18
Additional Prompts ..............................................................................................19
CNP Transactions ...................................................................................................20
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Desk/3500 User Guide
Copyright© 2021 Ingenico
CNP Sale .............................................................................................................20
Force Transaction ................................................................................................22
Customer Present Transaction Processing .............................................................23
Sale – Swiped Card .................................................................................................23
Sale – Inserted Card................................................................................................24
Sale – Contactless...................................................................................................25
Contactless High Value Payment (HVP) – Wallet Payments ..................................26
Sale with Gratuity ....................................................................................................27
Refund .....................................................................................................................28
Refund with Gratuity ................................................................................................29
Purchase with Cashback (PWCB) ...........................................................................31
PWCB Swiped Card ............................................................................................31
PWCB Inserted Card ...........................................................................................32
Cash Advance .........................................................................................................33
Cash Advance – Swipe Card ..............................................................................33
Cash Advance – Insert Card ...............................................................................34
Credit Customer ......................................................................................................35
Reversal ..................................................................................................................36
Pre-Authorisation (Pre-Auth) ...................................................................................37
Insert/Swipe card. ....................................................................................................37
Top-Up .....................................................................................................................38
Top-Up – Insert Card ...........................................................................................38
Top-Up – Swipe Card ..........................................................................................39
Completion ..............................................................................................................40
Completion - Swipe Card.....................................................................................40
Completion - Insert Card .....................................................................................41
Completion – No Show ........................................................................................42
Completion – Additional Charges ........................................................................44
Enter the Numbers from the Post Code ..................................................................44
Account Verification .................................................................................................45
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Account Verification Swipe Card .........................................................................45
Account Verification Insert Card ..........................................................................46
Sample Receipts .....................................................................................................47
End of Day Report ...............................................................................................47
Not Authorised Receipts ......................................................................................48
Cancelled Receipts ..............................................................................................49
Waiter Setup Receipts .........................................................................................49
Gratuity (Verified by PIN) Receipts .....................................................................50
Gratuity (Verified by Signature) Receipts ............................................................51
Sale (Verified by Signature) Receipts .................................................................51
Sale (Verified by PIN) Receipts ...........................................................................52
Refund (Verified by Signature) Receipts .............................................................52
Self-Install Receipt...............................................................................................53
Application Menu .....................................................................................................54
Totals/Reports .........................................................................................................54
X-Totals / Z-Totals ...............................................................................................55
Waiter Totals .......................................................................................................55
Sample X / Z Reports ..........................................................................................56
Waiter Totals Printout ..........................................................................................57
End-of-Day-Banking ............................................................................................58
Banking Totals Agree Printout .............................................................................59
Banking Totals Not Agreed Printout ....................................................................60
Functions and Function Codes ................................................................................61
Entering Supervisor Code ...................................................................................61
Function Codes ...................................................................................................61
Helpdesk Menu (Print Function Codes) ..............................................................62
Helpdesk Menu (Select Function) .......................................................................62
Function 40 Waiter Setup ....................................................................................63
Function 30 Set Date and Time ...........................................................................66
Supervisor Menu .................................................................................................67
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Network Setup .....................................................................................................68
Ethernet ...............................................................................................................68
ADMIN .................................................................................................................72
Recommendations ...................................................................................................76
Safety...................................................................................................................76
Security of the Terminal.......................................................................................78
Standards ............................................................................................................79
Troubleshooting ...................................................................................................80
Notes: ......................................................................................................................81
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Desk/3500 User Guide
Copyright© 2021 Ingenico
Introduction
Thank you for choosing an Ingenico payment terminal.
We recommend that you carefully read this user guide: It gives you the
necessary information about safety precautions, unpacking, installation, and
maintenance of your terminal.
This symbol indicates an important warning
This symbol indicates a piece of advice
Contents of box
User Guide
Desk/3500 terminal
with a paper roll
Power Supply
The power supply unit provided for use with the Ingenico D3500
terminals is specific to the terminal. Do not use any other power
supply.
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Overview of Desk/3500
The Desk 3500 is an Ethernet capable device and requires network access to
install.
Weight
(w\o paper roll or battery)
340g
Dimensions (L x w x h)
187 x 82 x 68 mm
Electrical mains network
100-240VAC / 50-60 Hz - Class II equipment
Terminal Connections
Power connector
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Keyboard details and functionality
Some keys can have other functions depending on the
applications on the terminal.
Switching ON / OFF terminal
•
To power on or power off the terminal connect or disconnect the power supply
Before using the terminal, always check the paper roll is present.
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Terminal Setup
Location of the Desk/3500
Place the terminal on flat surface near an electric socket and near to an Ethernet
socket.
Place the terminal far from any very hot zones; protect it from vibrations, dust,
damp and electromagnetic radiation (computer screen, anti-theft barrier etc.).
Operating Condition
Ambient temperature
0°C to +40°C (32°F to 104°F)
Max relative humidity
85% non-condensing at +40°C (104°F)
Max altitude
2000m
Storage Conditions
Ambient temperature
-20°C to +55°C (-4°F to 131°F)
Max relative humidity
85% non-condensing at +40°C (104°F)
Terminal Connections
Power In
Ethernet
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Copyright© 2021 Ingenico
R40 Paper Roll
Main characteristics of Ingenico paper roll:
Colour
White
Width
58 mm
Diameter
40 mm
Length
Approximately 18 meters
The quality of the thermal paper can be deteriorated by poor storage conditions;
it is therefore recommended that the following are avoided:
•
Storage in hot wet places (near air-conditioners, humidity above 85%)
•
Exposure to sunlight or ultraviolet for long periods
•
Contact with organic solvents (solvent type adhesives)
•
Direct contact with materials containing plasticizers (PVC transparent folders
or envelopes)
•
Direct contact with “diazo” papers
•
Direct contact with water
•
Rubbing or pressing the paper too strongly
For best performance, use only heat sensitised paper roll
approved by Ingenico.
The use of non-approved paper is likely to damage the printer
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Installing a Paper Roll
•
Open the paper compartment by lifting the catch located at the rear of the
terminal and pull the cover to the rear of the terminal.
•
Insert the paper roll in the
compartment following the directions shown in the picture
•
Pull the paper up to the top of the terminal
•
Hold the paper and close the lid
•
Press simultaneously on both upper corners of the paper flap, as shown by
arrows on picture, until it clips into position
When a new paper roll is inserted, tear off the first length (one
complete turn) to avoid printing on the residue of the adhesive
tape
Display/Icons
Icons displayed on your terminals display will depend on your
terminal type
Time displayed in 24-hour format with long date format
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Terminal Operation Icons
The following images may be displayed along the bottom of your terminal display.
They are a reference to which physical buttons are active at that point in the
transaction.
This is the ‘Ok’ button and is used primarily to confirm or submit data for
verification during a ‘Transaction Processing’ or ‘Function Code’. It is also used to
select a highlighted item from a menu.
This is the ‘Cancel’ button which is used to delete all the data typed in
during a transaction, to cancel a transaction at specific times and in some admin
operations.
This is the ‘Clear’ button which; is used as a backspace button to delete
one character at a time. It is also used to confirm errors during a transaction.
Terminal Header
Note: When an icon is white, there is no connection. The Icon
will turn GREEN when a connection is made.
Date/Time icons are described in previous sections.
This is the Network Icon when the terminal is NOT connected to a
network via an Ethernet cable.
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This is the Network Icon when a network cable IS inserted and a
connection is made to a network via an Ethernet cable.
Supervisor Functions
Supervisor Code (If configured)
Default Supervisor Code (Prior to the terminal being installed) is
0000
The ‘Supervisor Code’ is designed to limit access to the ‘Supervisor Functions’
configured for certain transaction types or access to certain ‘Functions’ and
‘Function Codes’ on the terminal to those who have access to the code.
Your terminal is shipped with an initial default code of 0000, however during the
‘Self-Install’ process you will be prompted to change it.
If you forget your code, please contact the Helpdesk who will be able to provide
you with a temporary code to allow you to reset it to a new value.
The following codes are not valid choices for your Supervisor
code:
Any sequential numeric code of four digits i.e. 1234, 4567 etc or
four digits the same i.e.1111, 3333, 9999 etc.
If you know your password but wish to change it, you may do this by accessing
‘Supervisor Code’ in the ‘Supervisor Menu’, please refer to the section on
‘Functions and Function Codes’ later in this user guide.
If your terminal is lost or stolen, you should contact the terminal
Helpdesk immediately.
You are strongly advised to ensure that privileged access to your terminal
(including access to the ‘Supervisor Code’) is only granted to staff that have been
independently verified as being trustworthy.
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Voice Referral Password (If configured)
Default Referral Password is 0000
The ‘Referral Password’ is designed to prevent fraud during referred transactions.
If your terminal is configured for ‘Referral Password’, you will be prompted during
the ‘Self Install Process’ to create a password.
If you forget your password, you will have to contact the helpdesk and they will set
your terminal to reset the password back to ‘0000’.
Terminal Installation
Connect the equipment as described above. The following screens may be
displayed during the installation of your terminal. This is dependent on your
hardware and the software loaded onto your terminal:
Please ensure that you always leave your terminal
powered on and connected to the router in order
that it may receive any automatic updates
scheduled for it.
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Terminal Configuration
Connect the equipment as described above. The following screens will be
displayed during the configuration of your terminal:
Various screens will
be briefly displayed
as the terminal
powers up.
Various file names will be displayed
before the terminal disconnects
from the configuration host.
Highlight Region
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and press
or
press
to Cancel.
If prompted confirm
the date by
pressing if it is
correct, or type in
correct date and
then press .
Type in your
merchant number
(provided in your
supplier’s welcome
letter) and then
press .
If prompted confirm
the time by
pressing if it is
correct, or type in
the correct time and
then press .
The terminal will
contact the
configuration host.
If prompted confirm
the time by
pressing if it is
correct, or type in
the correct time and
then press .
Once a connection
has been made
various files will be
downloaded to the
terminal.
The terminal will
power cycle.
Desk/3500 User Guide
Copyright© 2021 Ingenico
Type in your
preferred
‘Supervisor Code’.
The terminal may
then contact any/all
acquirers for
verification. The
text ‘AUTH HOST’
will differ for each
Acquirer
Asterisks will
appear as you
type in the code.
Press to save
the code.
The terminal will
contact the
configuration
host.
Re-type your
new ‘Supervisor
Code’ and then
press to
confirm it.
Press to
acknowledge the
change.
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The terminal will upload the status
of its applications and print a list of
card types that will be accepted.
Terminal will
return to the ‘Idle
Screen’ if
installation is
successful.
Copyright© 2021 Ingenico
Card Reading
Chip Card
Insert the card horizontally into the terminal with the chip facing upwards.
Leave the card in position throughout the transaction.
Contactless Card
Bring the card firmly up to the active zone above the contactless logo located
on the paper trapdoor.
Keep the card close to the contactless logo during the transaction.
The 4 virtual LEDs will light sequentially
during the transaction and the terminal
will beep when the card is successfully
read.
Magnetic Stripe Card
The card can be read either from bottom to
top or from top to bottom, with the stripe
facing the terminal.
Use a regular movement to ensure a reliable
card reading.
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Transaction Selection
Sale transactions may be initiated from the ‘Idle Screen’ or from the ‘Transaction
Menu’.
All other transaction types can only be initiated from the ‘Transaction Menu’ screen.
This is the default ‘Idle Screen’ which, will be displayed once
the terminal has been installed successfully.
Start typing in a transaction amount to initiate a ‘Sale’
transaction.
The screen will change to the ‘Amount Entry’ screen as soon
as you start typing in the amount.
The icons displayed are dependent on the transaction
amount entered, press to confirm the amount. You may,
then be given the option to Present/Insert/Swipe the
cardholder’s card.
Alternatively, pressing
will display the ‘Transaction Menu’.
Use the ▲▼ keys to select the transaction type. You may
need to scroll down the menu to view the required
transaction type.
There will be a scroll bar on the right-hand side of the screen if
there are more options available but not visible on the display.
Use the ▲▼ keys to scroll through the menu options
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Additional Prompts
During transaction processing you may be requested to confirm any, or all, of the
following information. These will only be displayed after ‘Amount Entry’ and only if
your terminal has been configured for ‘Gratuity’:
Confirm Amount
This screen will be displayed after the transaction amount.
Add Gratuity
This screen will be displayed after:
You confirm the ‘Transaction Amount’.
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CNP Transactions
This transaction type allows you to ‘Key Enter’ the customer’s card details for all
the supported transaction types for ‘Customer Not Present’ transactions or as a
fallback from a failed card read.
The following example is for a ‘Sale’ transaction.
CNP Sale
Press
at the ‘Idle
Screen’ to display the
‘Transaction Menu’ and
Select ‘CNP’.
Start to type in the card
number and the screen
will change to:
Scroll through the menu
and highlight the
required option then
press to select it.
Type in the ‘Expiry
Date’ and then press
Enter transaction
amount then press .
Or press
to clear all
digits or press
to
clear one digit at a time
and type in new value.
Depending on your configuration, you
may be asked to confirm the amount
or add a gratuity once has been
pressed.
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Press
to clear all
digits or press
to
clear one digit at a time
and type in new value.
Type in the security
code from the back of
the cardholder’s card
and then press .
Copyright© 2021 Ingenico
Type in the numbers
from the cardholder’s
Post Code e.g. if Post
Code is EH25 1KT, you
should enter 16 and
then press
The terminal will display
the acquirer result.
The merchant should
press to accept the
transaction or
to
decline it.
Type in the numbers
from the cardholder’s
Address e.g. if address
is 11 High Street, you
should enter 11 and
then press .
The terminal will print a
customer receipt. Tear
off the customer receipt
and press if it is
readable or press to
reprint the receipt.
The terminal will
contact the ‘Auth Host’
for authorisation.
The terminal will print a
merchant receipt. Tear
off the merchant receipt
and press if it is
readable or press to
reprint the receipt.
Steps 4 – 8 will be repeated for all other transaction types performed as ‘CNP’ from
the request to ‘Insert/Swipe/Present’ the cardholder’s card.
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Force Transaction
If configured, ‘Force Transactions’ will allow the merchant to re-type in the details
of stored/authorised transactions if a ‘MAC Key Reset’ was performed.
You will only see the equivalent ‘Force’ transaction type for
transaction types enabled on your terminal i.e. If ‘SALE’ and
‘REFUND’ are the only two transaction types, you will only see
‘Force SALE’ and ‘Force Refund’ transactions in the CNP menu.
Select ‘Force Sale’
from the CNP menu.
Enter the card security
code, if known, then
press
The ‘Force Sale’ menu
screen will be
displayed
Enter the sale amount
and then press .
The terminal will
request the auth code
from the original
transaction.
Type in the code and
then then press .
Key in the card details
from the original receipt
then press .
Press if the printout
is readable; or press
to print the merchant
receipt again.
Key enter the card
expiry date then press
.
Press if the printout
is readable; or press
to print the merchant
receipt again.
All ‘Force’ transaction types will NOT go online to the acquirer for
authorisation as they have already been authorised.
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Customer Present Transaction Processing
Sale – Swiped Card
Press
Page 23
at the ‘Idle Screen’ to display the ‘Transaction Menu’.
Select ‘Sale’ on the
screen as described
earlier to select it.
Terminal will check the
card
This screen will be
displayed if ‘Sale’ is
selected from the
above menu. As you
type in the transaction
amount, it will change
to:
This screen will only be
displayed if the terminal
attempted to connect to
the acquirer.
Press to confirm
amount or press
to
clear all digits or press
to clear one digit at
a time and type in new
value.
A response to the ‘Sale’
request is returned by
the acquirer.
Swipe the
cardholder’s card.
Tear off the merchant
receipt and press if it
is readable or press
to reprint the receipt.
Ask the cardholder to
sign the receipt.
Desk/3500 User Guide
The terminal will print
the merchant receipt.
Copyright© 2021 Ingenico
Signature matches
one on the card press
if not press
and
transaction will be
reversed. A customer
receipt is printed.
Tear off the customer
receipt and press if it
is readable or press
to reprint the receipt.
Sale – Inserted Card
Press
at the ‘Idle
Screen’ to display the
‘Transaction Menu’ and
Select ‘Sale’ as
described earlier.
Terminal will check the
card.
This screen will be
displayed. As you type
in the transaction
amount, it will change
to:
Customer to enter their
PIN code and press
to confirm the PIN.
Press to confirm
amount, or press
to
clear all digits, or press
to clear one digit at
a time and type in new
value.
Terminal connects to
the acquirer using the
configured connection
method e.g. ‘Mobile
Network’.
Insert the cardholder’s
card as described
previously
A response to the ‘Sale’
request is returned by
the acquirer.
The terminal will print
the cardholder receipt.
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Tear off the cardholder
receipt and press if it
is readable or press
to reprint the receipt.
A merchant receipt will
be printed.
Tear off the merchant
receipt and press if it
is readable or press
to reprint the receipt.
Sale – Contactless
Page 25
Press
at the ‘Idle
Screen’ to display the
‘Transaction Menu’.
Select ‘Sale’ on the
screen.
Contactless read is
successful when all
four status lights are lit
and confirmation tone
is heard.
This screen will be
displayed. As you type
in the transaction
amount, it will change
to:
Terminal connects to
the acquirer using the
configured connection
method e.g. ‘Network
cable’.
Press to confirm
amount or press
to
clear all digits or press
to clear one digit at
a time and type in new
value.
Terminal will display the
result of the request i.e.
‘Approved’ or ‘Not
Authorised’. Terminal
will print the merchant
receipt.
Present the contactless
card to the terminal as
described previously.
Tear off the receipt and
press if it is readable
or press to reprint
the receipt.
Press
if a
cardholder receipt is
required.
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Contactless High Value Payment (HVP) – Wallet Payments
High Value Payments are contactless payments that are above the limit for
contactless cards (e.g. £45.00) but are protected by the cardholder; verifying
themselves to the mobile phone either by the use of a scanned
thumb/fingerprint in the case of Apple Pay, or by the entry of a pass
code for other mobile phone manufacturers. This process is known
as a Consumer Device Cardholder Verification Method or CDCVM
for short.
This means that once HVP is enabled, the contactless logo will be
displayed on your terminal for all transactions rather than just those
under the contactless card limit (e.g. £45.00).
Acceptance of normal contactless cards for transactions below the £45 limit will
continue as normal and, if a cardholder taps a contactless card for a transaction
above the £45 limit, the terminal will instruct them to complete the transaction using
chip and PIN.
In some cases, a cardholder may need to tap their mobile phone against the
contactless reader twice. This is because they have not pre-entered their CDCVM
on their device prior to starting the transaction and their device has prompted them
to complete their CDCVM and tap the phone again. The cardholder should follow the
instructions on their device to complete the transaction.
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Sale with Gratuity
If your terminal is configured for ‘Gratuity’, the following additional screens will be
displayed after the ‘Confirm Amount’ prompt during a ‘SALE’ transaction:
Gratuity Amount
Press if you wish to
add a ‘Gratuity’.
Gratuity Percentage
Press if you wish to
add a ‘Gratuity’.
Press
if you do not
wish to add a ‘Gratuity’.
Press
if you do not
wish to add a ‘Gratuity’.
Press
to cancel the
transaction.
Press
to cancel the
transaction.
Type in the ‘Gratuity
Amount’ e.g. 120 for
£1.20 and then press
to submit it.
Press
to clear one
digit at a time or press
to clear all digits.
Select the screen to
highlight the gratuity
percentage you wish to
add and then press
to select it.
Press to confirm
amount or press
to
reject the amount and
go back to the above
screen. Press
to
cancel the transaction.
Press to confirm
amount or press
to
reject the amount and
go back to the above
screen. Press
to
cancel the transaction.
The transaction flow will continue as per a normal ‘Sale Transaction’.
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Refund
Page 28
Press
at the ‘Idle
Screen’ to display the
‘Transaction Menu’
and Select ‘Refund’
on the screen.
Merchant will type in
their supervisor code
and then press .
Terminal will connect
to the acquirer host
for approval.
As the refund amount
is typed in the screen
will change to:
The result of the
‘Refund’ from the
acquirer will be
displayed.
Terminal will print the
merchant receipt.
Press to confirm
amount or press
to
clear all digits or press
to clear one digit at
a time and type in
new value.
Tear off the merchant
receipt and then
press if it is
readable or press
to reprint the receipt.
Present/Insert/Swipe
the cardholder’s card
on the terminal.
Remove the card
from the terminal.
Check the customer
signature against the
one on the card.
Terminal will check
the card to ensure it is
valid.
If the signature
matches the one on
the card press or
press
if it does
NOT match and
refund will be
reversed.
Desk/3500 User Guide
Copyright© 2021 Ingenico
Prints cardholder
receipt. Tear off the
cardholder receipt and
press if it is
readable or press
to reprint the receipt.
Terminal returns to
the ‘Idle Screen’.
Refund with Gratuity
If your terminal is configured for gratuities the ‘Refund’ transaction flow is as follows
after you select ‘Refund’ from the transaction menu as described previously in this
manual:
Press to submit
TOTAL amount.
Press
to change one
digit at time or press
to clear the entire
amount and enter the
correct amount.
Type in your
‘Supervisor Code’ and
then press .
Press
or
to
correct mistakes.
Present/Insert/Swipe
the cardholder’s card or
press
to cancel the
transaction.
Press if transaction
had a ‘Gratuity’ added
or press
if no
‘Gratuity’ was added or
press
to cancel
transaction.
The terminal will check
the cardholder’s card.
Type in gratuity amount
and then press to
confirm amount.
Press
or
to
correct mistakes. Press
again to cancel the
transaction.
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Terminal will go for
authorisation and will
display the response
from the acquirer.
If prompted to check
signature press if it
matches one on the
card or press
if it
does not. Press
to
cancel the transaction.
A merchant receipt is
printed.
Tear off the receipt and
press if it is readable.
Or press to reprint
the receipt.
A cardholder’s receipt
is printed.
Tear off the receipt and
press if it is
readable. Or press to
reprint the receipt.
Remove the
cardholder’s card from
the terminal.
Terminal returns to the
‘Idle Screen’.
Note: If the card used for the refund does NOT require signature verification the
cardholder receipt will be printed before the merchant receipt.
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Purchase with Cashback (PWCB)
This menu option is only used to provide ‘Cashback’ where a normal ‘Sale’
transaction has been performed with a ‘Gratuity’. Selecting this option allows a
transaction to be carried out with ‘Cashback’ instead of ‘With Gratuity’.
Only certain types of debit cards allow ‘Purchase with Cashback’
PWCB Swiped Card
Press
at the ‘Idle
Screen’. Select ‘Purch.
with Cashback’ .
Swipe the
cardholder’s card or
press
to Cancel the
transaction.
Type in the transaction
amount, the screen
will change as the
amount is being typed
in:
Terminal will check
the card to ensure it is
valid.
You may be asked to
enter the last four
digits of the card
number.
Press to confirm
amount or press
to
clear all digits or press
to clear one digit at
a time and type in new
value.
Type in cash back
amount and then
press to confirm.
Or press
to clear all
digits or press
to
clear one digit at a
time and type in new
value.
The transaction will now continue as a normal ‘Sale’ transaction.
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PWCB Inserted Card
Press
at the ‘Idle
Screen’. Select
‘Purch. with
Cashback’ .
As the transaction
amount is being
typed in the screen
will change to:
Press to confirm
amount or press
to clear all digits or
press
to clear
one digit at a time
and type in new
value.
Insert the
cardholder’s card or
press
to Cancel
the transaction.
Type in the amount
of ‘Cashback’
required by the
cardholder and
then press .
Press to confirm
the amount of
Cashback.
Cardholder to enter
their PIN code and
then press to
confirm the PIN.
Terminal displays
asterisks as PIN is
typed.
Press to confirm
PIN and ‘Total
Amount’.
The transaction will now continue as a normal ‘Sale’ transaction.
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Cash Advance
Please note that this option is only available for certain types of business. Please
contact ‘Customer Services’ for further information.
Only certain types of credit cards allow ‘Cash Advance’.
Cash Advance – Swipe Card
Press
at the ‘Idle
Screen’. Select ‘Cash
Advance’ .
Press to confirm
amount or press
to
clear all digits or press
to clear one digit at
a time and type in new
value.
Swipe the
cardholder’s card or
press
to cancel the
transaction.
The terminal will
check the cardholder’s
card to ensure it
supports the
transaction type.
The transaction will now continue as a normal ‘Sale’ transaction.
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Cash Advance – Insert Card
Press
at the ‘Idle
Screen’. Select ‘Cash
Advance’ .
Cardholder to enter
their PIN code and
then press to
confirm the PIN and
Amount.
Type in cash amount
and press to
confirm. Or press
to
clear all digits or press
to clear one digit at
a time and type in new
value.
Insert the cardholder’s
card or press
to
cancel the transaction.
Page 34
The terminal will
check the
cardholder’s card to
verify the PIN.
The transaction will now continue as
a normal ‘Sale’ transaction.
Desk/3500 User Guide
Copyright© 2021 Ingenico
Credit Customer
Please note that this option is only available for certain types of business. Please
contact ‘Customer Services’ for further information.
Press
at the ‘Idle
Screen’. Select ‘Credit
Customer’ on the
screen.
The terminal will
connect to the
acquirer
Enter the transaction
amount, then press
to confirm
If successful, the
terminal will then print
the Merchant Receipt.
Insert the cardholder’s
card or press
to
cancel the transaction.
Check the Signature,
Select Yes if they
match.
Type in your
‘Supervisor Code’ and
then press .
The terminal will now
print the Customer
Receipt.
Press
or
to
correct mistakes.
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Reversal
Note: Reversals can only be performed, within 30 seconds of the original
transaction completing and before any other function starting.
Press
at the ‘Idle
Screen’. Select
‘Reversal’.
The Terminal will
contact the acquirer. It
will then show reversal
accepted
The terminal will print
a customer receipt.
Press if the printout is
readable else press
to print the merchant
receipt again.
“A reversal is used to correct an
error if spotted quickly e.g. amount
entered was £1000 but was
supposed to be £100. After 30
seconds a refund would be required.
If a reversal is
attempted after the 30
second window this
screen will be displayed.
Press to confirm
failure.
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Pre-Authorisation (Pre-Auth)
Please note that this option is only available for certain types of business. Please
contact ‘Customer Services’ for further information.
Where there is a likelihood of a large value transaction, such as a
hotel or car hire bill, a ‘Pre-Authorisation’ transaction for the
expected value may be made. If, following a ‘Pre-Authorisation’
transaction, the value of the transaction increases (e.g. because
of an extended stay at a hotel) an additional ‘Top-up’ transaction
may be required.
Press
at the ‘Idle
Screen’. Select ‘PreAuth’
Insert/Swipe card.
The Pre-Auth menu
screen will be displayed
Enter the amount and
then press .
Terminal will check
the card.
The transaction will now continue as a normal ‘Sale’ transaction, except the
header will be ‘Pre-Auth’.
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Top-Up
Top-Up – Insert Card
Please note that this option is only available for certain types of business. Please
contact ‘Customer Services’ for further information.
If, following a ‘Pre-Authorisation’ transaction, the value of the
transaction increases (e.g. because of an extended stay at a
hotel) an additional ‘Pre-Authorisation’ transaction will be
required.
If your terminal is not configured to automatically perform the
additional ‘Pre-Authorisation’, you may have to perform a ‘TopUp’ as follows.
Press
at the ‘Idle
Screen’. Select ‘TopUp’
The Top-Up menu
screen will be
displayed.
Enter the additional
amount and then press
.
Insert the cardholder’s
card into the terminal.
Type in the ‘PIN’ and
then press . Press
to clear one digit at a
time and type in new
PIN or press
to
Cancel Txn.
Type in the ‘Txn ID’
from original Pre-Auth
and then press .
Type in the ‘Txn ID
check digits’ from
original Pre-Auth and
then press .
Terminal will check the
card.
The transaction will now continue as a normal ‘Sale’ transaction, except the header
will be ‘Top-Up’.
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Top-Up – Swipe Card
Please note that this option is only available for certain types of business. Please
contact ‘Customer Services’ for further information.
If, following a ‘Pre-Authorisation’ transaction, the value of the
transaction increases (e.g. because of an extended stay at a
hotel) an additional ‘Pre-Authorisation’ transaction will be
required.
If your terminal is not configured to automatically perform the
additional ‘Pre-Authorisation’, you may have to perform a ‘TopUp’ as follows.
Press
at the ‘Idle
Screen’. Select ‘TopUp’.
Terminal will check the
card.
The Top-Up menu
screen will be
displayed.
Enter the additional
amount and then press
.
Swipe the cardholder’s
card into the terminal.
Type in the ‘Txn ID’
from original Pre-Auth
and then press .
Type in the ‘Txn ID
check digits’ from
original Pre-Auth and
then press .
Note there is NO ‘Signature Verification’ for this transaction type.
The transaction will now continue as a normal ‘Sale’ transaction, except the
header will be ‘Top-Up’.
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Completion
If the final bill is more than 15% higher than the total ‘PreAuthorised’ amount, an additional ‘Top-up’ transaction will be
required for the difference which must be obtained prior to the
carrying out of the ‘Completion’ transaction.
The following procedure will complete a ‘Pre-Authorised’ transaction when the final
amount is confirmed with the customer.
Completion - Swipe Card
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Press
at the ‘Idle
Screen’. Select
‘Completion’.
Enter first pre-auth
code and then press .
Enter the code as
described previously in
‘Data Input’.
Enter the final amount
and then press .
You may be asked to
enter first Txn ID from
Pre-Auth and then
press . Enter the
code as described
previously in ‘Data
Input’.
Swipe the cardholder’s
card. You may be
asked to key in the last
four digits of the
cardholder’s card
number.
Enter Txn ID Check
Digit from Pre-Auth
receipt, press to
submit value.
Desk/3500 User Guide
Use the
or
buttons to correct
mistakes.
Copyright© 2021 Ingenico
Terminal will check the
card details.
Cardholder to sign the
receipt. Check if they
match, press if OK,
else press
to
reverse transaction.
Terminal will print a
merchant receipt.
Press if the printout
is readable; else press
the button to print the
merchant receipt again.
Terminal will print a
cardholder receipt.
Press if the printout
is readable; else press
to print the
cardholder receipt
again.
Completion - Insert Card
Press
at the ‘Idle
Screen’. Select
‘Completion’.
Page 41
Terminal will check the
card details.
Enter the final amount
and then press .
Enter first pre-auth
code and then press .
Enter the code as
described previously in
‘Data Input’.
Insert the cardholder’s
card into the terminal.
You may be asked to
enter first Txn ID from
Pre-Auth then press .
Enter the code as
described previously in
‘Data Input’.
Desk/3500 User Guide
Copyright© 2021 Ingenico
Press to submit
value; else press the
button to edit the text
one digit at a time or
press
to clear all
digits.
Tear off the merchant
receipt and then press
.
Cardholder to enter
their PIN.
Tear off cardholder
receipt. Press if the
printout is readable;
else press to print
the cardholder receipt
again.
Press the
button to
edit the text one digit at
a time or press
to
clear all digits.
Remove the
cardholder’s card from
the terminal.
Completion – No Show
Page 42
Press
at the ‘Idle
Screen’. Select ‘CNP’.
Select ‘No Show’
Select ‘Completion’
Enter the Completion
amount and then press
.
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Copyright© 2021 Ingenico
Page 43
Enter the Card Number
and then press .
You may be asked to
enter first Txn ID from
Pre-Auth then press .
Enter the code as
described previously in
‘Data Input’.
Enter the Expiry Date
and then press .
Press to submit
value; else press the
button to edit the
text one digit at a time
or press
to clear all
digits.
Enter the Security code
(csc) and then press .
Tear off cardholder
receipt. Press if the
printout is readable;
else press to print
the cardholder receipt
again.
Enter the Pre Auth code
from the initial
transaction and then
press .
Tear off the merchant
receipt and then press
.
Desk/3500 User Guide
Copyright© 2021 Ingenico
Completion – Additional Charges
Press
at the ‘Idle
Screen’. Select ‘CNP’
then ‘Completion’
Enter the Security code
(csc) and then press .
Select ‘Additional
Charges’
Enter the Numbers
from the Post Code and
then press .
Enter the Completion
amount and then press
.
The Terminal will then
connect to the host
Enter the Card Number
and then press .
Tear off cardholder
receipt. Press if the
printout is readable;
else press to print
the cardholder receipt
again.
Tear off the merchant
receipt and then press
.
Enter the Expiry Date
and then press .
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Account Verification
Account Verification Swipe Card
Press
at the ‘Idle
Screen’. Select ‘Verify
Account’.
If the account is valid
this screen is shown.
Terminal will print the
cardholder receipt.
Swipe the cardholder’s
card.
Press if the printout
is readable; or press
to print the
cardholder receipt
again.
The terminal will check
the card
Check Signature,
press if OK.
Press
if not OK.
Press
Terminal will connect to
the host.
Terminal will receive a
response from the host.
to Cancel.
Press if the printout
is readable; or press
button to print the
merchant receipt
again.
Note: If the account is
not valid a screen
similar to the following
will be displayed.
Note: This is a ZERO value transaction. No transaction amount is required.
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Account Verification Insert Card
Press
at the ‘Idle
Screen’. Select ‘Verify
Account’.
If the account is valid
this screen is shown.
Insert the cardholder’s
card into the terminal.
Terminal will print the
cardholder receipt.
Press if the printout
is readable; or press
to print the cardholder
receipt again.
The terminal will check
the card
Remove the card from
the terminal
Cardholder to enter the
PIN code and then
press .
Terminal will connect to
the host.
Terminal will print the
merchant receipt.
Press if the printout
is readable; or press
to print the cardholder
receipt again.
Note: If the account is
not valid a screen
similar to the following
will be displayed.
Note: This is a ZERO value transaction. No transaction amount is required.
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Sample Receipts
End of Day Report
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Not Authorised Receipts
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Copyright© 2021 Ingenico
Cancelled Receipts
Waiter Setup Receipts
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Copyright© 2021 Ingenico
Gratuity (Verified by PIN) Receipts
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Copyright© 2021 Ingenico
Gratuity (Verified by Signature) Receipts
Sale (Verified by Signature) Receipts
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Copyright© 2021 Ingenico
Sale (Verified by PIN) Receipts
Refund (Verified by Signature) Receipts
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Self-Install Receipt
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Application Menu
The ‘Application Menu’ is where the terminal sub menus are controlled from.
Press
until the ‘Application Menu’ is displayed:
Select the required option.
Or press to select the highlighted option.
Totals/Reports
The terminal can produce a number of reports to aid banking
End of Day Banking
Reconciliation report with the acquirers
X Balance
Transaction total print without a reset
Z Balance
Transaction total print with a reset
Waiters Totals
Gratuity summary per waiter
•
➢
➢
➢
➢
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There are several common features across all the totals and sub-totals on
all the reports that are available.
DR indicates that the value of transactions shown is in your favour – the
value shown will be debited from the customer.
CR indicates that the value of transactions shown is NOT in your favour –
the value shown will be credited to the customer.
The number of transactions that add up to the total shown will always be
shown on the left of the value.
Any gratuity and cashback amounts are included in the TOTAL and SUBTOTAL, as well as in the breakdown by transaction type (i.e. Sales or
Refunds).
Desk/3500 User Guide
Copyright© 2021 Ingenico
Press
to display the
Application Menu.
Select ‘Totals/Reports’.
Or press to select
highlighted option.
Use the ▲▼ keys to
select the required
report. Then press to
select the highlighted
option.
Note: You will be asked to enter your ‘Supervisor Code’ to access the
‘Totals/Reports’ option.
Repeat the above steps to select any of the other options from the ‘Totals Menu’.
X-Totals / Z-Totals
X-Totals are sometimes referred to as an End of Shift Balance report. This is
because it allows you to print a total of all transactions performed since the last ZTotals report. X-Totals do not reset the totals within the terminal.
Z-Totals show the total of all transactions processed through the terminal for each
card company since the last Z-Totals were performed. Once Z-Totals have been
completed the totals within the terminal are reset to zero once terminal returns to
the ‘Ready Screen’. Z-Totals are not connected to your Banking totals.
Waiter Totals
The ‘Waiter Totals’ report is printed after the ‘X/Z Reports’. It is not automatically
printed; you will be asked if you wish to print them.
The report breaks down the transactions and gratuities by each waiter. Waiter ID is
printed on both the merchant and customer copy of the transaction receipts. Waiter
ID has a range from 1 to 99, ‘Waiter ID 00’ is the ‘Shared Waiter ID’ normally used
for seasonal or part time employees or if you do not wish to specify individual
waiters.
If you are looking to set up waiter ID please refer to ‘Function and Function Codes’
section of this manual.
The terminal will either print the message ‘WAITER-TOTALS RESET’ or ‘WAITER
TOTALS NOT RESET’ depending on which button is pressed before returning to
the READY prompt.
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Sample X / Z Reports
X –Z Totals Report
X - TOTALS
<Merchant Name>
<Merchant Address1>
<Merchant Address2>
Merchant ID
Terminal ID
Merchant No.
6815414
Terminal ID.
32870069
-----------------------<Acquirer Name>
Report for receipt numbers 0001 - 0026
FOR RECEIPTS
0026
Number and value of debit transactions (sales)
10
Number and value of credit transactions (Refunds)
1
0001359.90DR
10.00CR
TOTAL 11
349.90DR
Card Scheme Name
MASTERCARD
2
109.88DR
0.00CR
TOTAL
1
109.88DR
Card Scheme Name
Number and value of debit transactions (sales)
Number and value of credit transactions (Refunds)
VISA
8
250.02DR
1
10.00CR
TOTAL
9
240.02DR
-----------------------GRAND TOTAL
10
Indication if totals were reset or not
359.90DR
1
10.00CR
TOTAL 11
349.90DR
Date and Time of Report
-----------------------TOTALS NOT RESET
08:32
03/04/17
The waiter totals report is explained on the next page:
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Waiter Totals Printout
WAITER Totals Report
WAITER - TOTALS
<Merchant Name>
<Merchant Address1>
<Merchant Address2>
Merchant ID
Merchant No.
6815414
Terminal ID
Terminal ID.
32870069
-----------------------Totals for Waiter ID 00 SHARED
WAITER 00: SHARED
Number and value of debit transactions (sales)
10
59.90DR
Number and value of credit transactions (Refunds)
1
10.00CR
TOTAL
Gratuity amount for SHARED Waiter
49.90DR
(GRATUITY)
3.00DR
Transaction Details for Waiter ID 01 ARCHIE
WAITER 01: ARCHIE
Number and value of debit transactions (sales)
1
21.50DR
0.00CR
Number and value of credit transactions (Refunds)
TOTAL
Gratuity amount for ARCHIE
Transaction Details for Waiter ID 02 CLARE
21.50DR
(GRATUITY)
1.50DR
WAITER 02: CLARE
1
Number and value of debit transactions (sales)
23.00DR
0.00CR
Number and value of credit transactions (Refunds)
TOTAL
Gratuity amount for CLARE
Transaction Details for Waiter ID 03 SHARMILA
23.00DR
(GRATUITY)
3.00DR
WAITER 03: SHARMILA
Number and value of debit transactions (sales)
1
Number and value of credit transactions (Refunds)
1
40.80DR
10.00CR
TOTAL
Gratuity amount for SHARMILA
39.80DR
(GRATUITY)
0.80DR
------------------------GRAND TOTAL
13
Number and value of debit transactions (sales)
Number and value of credit transactions (Refunds)
TOTAL
Total Amount of GRATUITY received
135.20DR
1
10.00CR
14
125.20DR
(GRATUITY)
8.30DR
------------------------Time/Date report printed
Indication if totals were reset or not
08:32
WAITER-TOTALS NOT RESET
08:32
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03/04/17
03/04/17
Copyright© 2021 Ingenico
End-of-Day-Banking
Banking should be carried out at the end of each business day once the last
customer has left the premises. This is to make checking credits and reconciliation
with your bank statements easier.
Please Note: To ensure that your statement totals balance, it is important that you
carry out your ‘End-of-Day Banking’ before the cut-off time set by your acquirer.
For information regarding these times please contact Customer Services.
Select End-of-Day-Banking as described above in ‘Reports’, the following screens
will be displayed:
Press to perform
your ‘End-of-Day
Banking’ or press
to
return to the ‘Idle
Screen’.
Press to bank ALL
card schemes.
Press
to select card
scheme to be banked.
Press
to go to Waiter
Totals.
Press to bank the
selected Acquirer.
Press
to display
next scheme to be
banked.
Press
Totals.
to go to Waiter
The terminal will
contact each acquirer
selected and print a
short report.
This screen will be
displayed if ‘Waiters’
are configured.
Press to print report
or
to return to the
‘Idle Screen’.
If ‘Waiter Report’ is
printed press to reset
totals or
not to reset
the totals. Press
to
return to the ‘Idle
Screen’.
PLEASE NOTE: The acquirer selection screen will only be
displayed if your terminal is set up with more than one acquirer.
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Banking Totals Agree Printout
Banking Totals Agreed
BANKING TOTALS
<Merchant Name>
<Merchant Address1>
<Merchant Address2>
Merchant ID
Merchant No. 6815414
Terminal ID
Terminal ID. 32870069
Banking performed for specific acquirer
<ACQUIRER NAME>
Notifications that terminal totals agree with totals
TOTALS AGREED
recorded by the acquirer
------------------------Previous totals
PREVIOUS TOTALS
FOR RECEIPTS 0027-0032
5
301.63DR
0.00CR
TOTAL
Card scheme name
5
301.63DR
1
56.55DR
1
56.55DR
4
245.08DR
4
245.08DR
MASTERCARD
0.00CR
TOTAL
Card scheme name
VISA
0.00CR
TOTAL
------------------------Current session on the acquirer host
CURRENT TOTALS
Receipts range covered by the report
FOR RECEIPTS 0033-0036
2
13.00DR
2
13.00DR
1
10.00DR
1
10.00DR
1
3.00DR
1
3.00DR
0.00CR
Totals recorded on the acquirer host (for comparison)
TOTAL
MASTERCARD
0.00CR
Totals recorded on the terminal (for comparison)
TOTAL
VISA
0.00CR
TOTAL
Time & date of banking / Session indication / diagnostic code
Receipt number
08:32 03/04/2017 40IF :76
RECEIPT 0036
(if host session changes a session number will be populated i.e. 40IF1:76 – if field is blank the
session has not changed)
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Banking Totals Not Agreed Printout
Banking Totals Not Agreed
BANKING TOTALS
<Merchant Name>
<Merchant Address1>
<Merchant Address2>
Merchant ID
Merchant No. 6815414
Terminal ID
Terminal ID. 32870069
Banking performed for specific acquirer
<ACQUIRER NAME>
Notifications that terminal totals do not agree with
TOTALS NOT AGREED
totals recorded by the acquirer
------------------------Previous totals
PREVIOUS TOTALS
FOR RECEIPTS 0027-0032
5
301.63DR
0.00CR
TOTAL
Card scheme name
5
301.63DR
1
56.55DR
1
56.55DR
4
245.08DR
4
245.08DR
MASTERCARD
0.00CR
TOTAL
Card scheme name
VISA
0.00CR
TOTAL
------------------------Current session on the acquirer host
CURRENT TOTALS
Receipts range covered by the report
FOR RECEIPTS 0033-0036
2
13.00DR
2
13.00DR
1
10.00DR
1
10.00DR
0.00CR
Totals recorded on the acquirer host (for comparison)
TOTAL
MASTERCARD
0.00CR
Totals recorded on the terminal (for comparison)
TOTAL
VISA
1
3.00DR
0.00CR
TOTAL
Time & date of banking / Session indication / diagnostic code
Receipt number
1
3.00DR
08:32 03/04/2017 40IF :76
RECEIPT 0036
(if host session changes a session number will be populated i.e. 40IF1:76 – if field is blank
the session has not changed)
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Functions and Function Codes
There may be occasions when you have further requirements of your terminal.
These can be met using Function Codes.
Function Codes other than the following should only be used on
the advice of the Helpdesk.
Entering Supervisor Code
You will be asked on occasions to enter your ‘Supervisor Code’, the following
screens will be displayed:
Type in your
Supervisor Code
and then press .
The screen will
display asterisks as
characters are
typed in.
Press
to clear
one character at a
time
Press
to clear all
characters.
Press to confirm.
Function Codes
To access the ‘Function Codes Menu’, you must first go through the ‘Supervisor
Menu’. Press the
button until the ‘Application Menu’ is displayed:
Select ‘Supervisor
Menu’ on the
screen. You will be
asked to enter your
‘Supervisor Code’.
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Select ‘Helpdesk
Menu’ on the
screen. The
‘Helpdesk Menu’
will open.
Copyright© 2021 Ingenico
Helpdesk Menu (Print Function Codes)
Access the ‘Helpdesk Menu’ as described above.
Select the screen
or press to
select highlighted
option.
Press
Press
Press
to print.
to skip.
to exit.
This screen will
only be displayed
if was pressed
to print the
systems codes.
Press to print
Press
to skip
and return to the
‘Idle Screen’.
Helpdesk Menu (Select Function)
Access the ‘Helpdesk Menu’ as described above.
Select ‘Select
Function’.
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Type in the
required function
code and press
to select it.
Copyright© 2021 Ingenico
Function 40 Waiter Setup
A ‘Default Waiter ID’ exists to capture the gratuity amount from each transaction if
‘Gratuity’ is enabled on your terminal. However, you may wish to set up individual
‘Waiter IDs’ to record the amount of gratuity each waiter has accrued.
The ‘Waiter Menu’ will allow you to ‘Add, Delete, Print, Change Name, Delete All or
Create Defaults.
Press
until the ‘Application Menu’ is displayed and enter the Function Code 40
as described previously above.
Add Waiter
Press to setup
waiters or press
or
to return to the ‘Idle
Prompt’.
Press when you
have typed in the
waiter’s name.
Select ‘Add’ or press
to exit.
Repeat for each waiter
to be added.
You may set up a
maximum of 99 waiter’s
names. Press
to exit
the menu.
Start to type in the
‘Waiter’s Name’ as
described earlier in this
manual. The screen
will change to the
following:
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Delete Waiter
Return to the ‘Waiter
Setup Menu’ as
described above.
Select ‘Delete’ .
Press to confirm
waiter to be deleted or
press
or
to return
to the ‘Waiter Setup
Menu’.
Type in ‘Waiter Code’
and then press .
Print Waiters
Return to the ‘Waiter
Setup Menu’ as
described above.
Select ‘Print’.
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A list of waiters that
have been setup in the
terminal will be printed.
Copyright© 2021 Ingenico
Change Name
Return to the ‘Waiter
Setup Menu’ as
described above.
Select ‘Change Name’ .
Press
to delete the
last character of the
name or press
to
delete the entire name.
Type in ‘Waiter Code’ of
name to be changed
and then press .
Type in the new name
as described previously
and then press when
completed.
Press to confirm
waiter name to be
changed or press
or
to return to the
‘Waiter Setup Menu’.
Delete All
Return to the ‘Waiter
Setup Menu’ as
described above.
Select ‘Delete All’.
If was pressed the
terminal will print
confirmation that ‘ALL’
of the waiters have
been deleted.
Press
or press
to
exit back to the ‘Waiter
Setup Menu’ without
deleting the waiters.
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Create Defaults
Return to the ‘Waiter
Setup Menu’ as
described above.
Select ‘Create
Defaults’.
The terminal will print
confirmation that
‘Waiter Defaults’ have
been created.
Press to ‘Create
Defaults’. Press
to
exit back to the ‘Waiter
Setup Menu’ without
creating the defaults.
“Create Defaults” will create waiter codes 01 – 99 instead of adding individual
waiter names.
Function 30 Set Date and Time
You may have been prompted to set the ‘Date and Time’ when installing your
terminal.
If you have set the ‘Date and Time’, the terminal will automatically adjust for
‘Daylight Saving’.
However, if you have a need to amend either of them this is achieved as follows:
Press the
button until the ‘Application Menu’ is displayed and enter the Function
Code 30 as described previously.
Press if the date is
correct or type in the
correct date (ddmmyy)
and then press .
Date will be overwritten
as it is typed.
Press if the time is
correct or type in the
correct time (hhmm)
and then press .
Time will be overwritten
as it is typed.
Alternatively, you may access the ‘Set Date/Time’ function via the ‘Admin’ option in
the ‘Application Menu’ described later in this manual.
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Supervisor Menu
If you know your ‘Supervisor Code’ but wish to change it; press
until the
‘Application Menu’ is displayed. The following screens will be displayed:
Select
‘Supervisor
Menu’ to select it.
Select
‘Supervisor
Code’ or press
to select
highlighted
option.
Press if you
wish to change
your ‘Supervisor
Code’ or press
to exit without
changing it.
Enter your
current code and
then press .
Use
or
to
correct mistakes.
Type in new
‘Supervisor
Code’ and then
press to
confirm.
Re-type in new
‘Supervisor
Code’ and then
press to
confirm.
Press to
confirm code
change.
The above process is the same as if you had performed a ‘Function 34’ from the
‘Helpdesk Menu’.
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Network Setup
Press
until the ‘Application Menu’ is displayed.
Select ‘Network
Setup’ in the
menu and then
press .
Select ‘Network
Manager’ and
then press .
Enter your
‘Supervisor
Code’ and then
press .
Use
or
to
correct mistakes
Press
Press
Press
Press
to enter ‘Setup Mode’ for the selected interface.
to exit the function.
to disable the interface.
to enable the interface.
You may now configure your network settings.
Ethernet
Selecting ‘Ethernet’ from the ‘Manage Interfaces’ menu will display the ‘IP
Configuration Menu’:
IP Configuration Menu
Note: The following options are only applicable if the terminal is in ‘Static Mode’,
they will have no effect on the terminal if it is configured in ‘DHCP Mode’.
You should only change this data on instruction from the helpdesk.
Use the ▲▼
keys to select the
required select
an option.
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Use the ▲▼
keys to select the
required option
then press to
enter edit mode
Copyright© 2021 Ingenico
Save Settings
Select ‘Save
settings’ on the
screen to save
the changes.
The settings will be saved.
Mode
You may configure the terminal to use DHCP or Static IP addresses. The initial
screen will display which mode you are in
The terminal will
display the
current mode.
Select the screen
to open the
window
Press to
change to Static
Mode.
Press
return
to previous
screen.
Press to
change to DHCP
Mode.
Press
return
to previous
screen.
Press
to exit
function.
IP
You may configure the IP address. The initial screen will display which IP address
you are connected to.
Press
to clear all digits.
Press
to clear one digit at a time.
Press to confirm data.
The terminal will
display the
current mode.
Select the screen
to open the
window
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Press to
confirm address
or clear the digits
and re-enter new
address.
Copyright© 2021 Ingenico
Mask
You may configure the Mask address. The initial screen will display which Mask
address you are configured with.
Select screen to
select ‘Mask’ or
press to select
highlighted
option.
Press to
confirm address
or clear the digits
and re-enter new
address.
Gateway
You may configure the Gateway address. The initial screen will display which
Gateway address you are connected to.
Select screen to
select ‘Gateway’
or press to
select
highlighted
option.
Press to
confirm address
or clear the
digits and reenter new
address.
DNS1
You may configure the DNS1 address. The initial screen will display which DNS1
address you are connected to.
Select screen to
select ‘DNS1’ or
press to select
highlighted
option.
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Press to
confirm address
or clear the digits
and re-enter new
address.
Copyright© 2021 Ingenico
DNS2
You may configure the DNS2 address. The initial screen will display which DNS2
address you are connected to.
Select screen
to select
‘DNS2’ or
press to
select
highlighted
option.
Press to
confirm address
or clear the digits
and re-enter new
address.
PING
It is possible for the terminal to ping an IP address.
Select screen to
select ‘Ping’ or
press to
select
highlighted
option.
Press to ping
the address or
clear the digits
and re-enter new
address to ping.
MAC
The screen will display the MAC address of the terminal.
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ADMIN
Merchant Info Display
Press button.
Terminal will
display ‘Terminal
ID’ and ‘GEMS
Merchant ID’.
Press button
to continue or
press button to
print short report.
Reset MAC Key
Press button,
terminal will
prompt for
‘Supervisor
Code’.
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Press to reset
the MAC key or
press
to
return to ‘Admin
Menu’.
Note: If more than one acquirer is
configured, the above screen will
display the acquirer name. Each time
is pressed the next acquirer will be
displayed.
Desk/3500 User Guide
Copyright© 2021 Ingenico
Terminal Information
Press button
and a ‘Sub Menu’
will be displayed.
Press
to exit
function.
Press to select
highlighted
option or scroll to
the required
option.
Press to select
highlighted
option.
Press
to exit
function.
Press button
to print ‘EFT
Configuration’,
press
to skip
or press
to
exit function.
Please wait
whilst ‘EFT
Configuration’ is
printed.
Print Configuration
Press button
to print ‘System
Configuration’,
press
to skip
or press
to exit
function.
Please wait
whilst ‘System
Configuration’ is
printed.
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Print Hardware Details
Press to select
highlighted
option.
Press
to exit
function.
Please wait
whilst a short
report is printed.
Press to select
highlighted
option.
Press
to exit
function.
Please wait
whilst a short
report is printed.
Press to select
highlighted
option.
Press
to exit
function.
Type in
‘Supervisor
Code’ and then
press .
Press to select
highlighted
option.
Press
to exit
function.
Press to turn
screensaver on.
Press
return
to previous
screen.
Type in number
of minutes and
press to set
the value.
Print Applications
Display
Screensaver Settings
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Typing value will overwrite existing
value. To correct mistakes when
entering data press
to delete one
character at a time or press
to
delete all data entered.
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Copyright© 2021 Ingenico
Set Date/Time
The terminal will
display the
current mode.
Select the screen
to open the
window
Press if date is
correct.
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Press if time is
correct.
Typing value will overwrite existing
value. To correct mistakes when
entering data press
to delete one
character at a time or press
to
delete all data entered.
Desk/3500 User Guide
Copyright© 2021 Ingenico
Recommendations
Safety
Powering down the Desk/3500
• Disconnect the Desk/3500 power supply block adapter from the electrical
mains network
Lithium cell
• The Desk/3500 is fitted with an internal lithium cell which can only be
accessed by a qualified technician
Electrical power outlet
The electrical power outlet must meet the following criteria:
• Must be installed near the equipment and easily accessible
• Must meet the standards and regulation in the country where used
• The fuse rating for this terminal must be 5A.
SAM1/SAM2/SIM1/(SAM3/SIM2) readers compartment
• The back cover for battery and SAM / SIM readers located underneath the
terminal, must be in place during the normal operation of the terminal.
Explosion areas
• Certain regulations restrict the use of radio equipment in chemical plants,
fuel depots and any site where blasting is carried out. You are urged to
comply with these regulations. The terminal is protected by a specially
fitted and certified cover enabling use in proximity to a fuel pump.
Electronic health appliances
• The handset is a radio transmitter which may interfere with health
appliances, such as hearing aids, pacemakers, hospital equipment, etc.
• Your doctor or the equipment manufacturer will be able to provide you with
appropriate advice.
External connection
• All external circuits connected to the Desk/3500 must be SELV (Safety Extra
Low Voltage) and LPS (limited power source) within the meaning of section
2.2 and 2.5 of the standard IEC60950 - 1:2005+/A1:2010 and EN60950 1:2006+/A11:2009+/A1:2010+/ A12:2011
Cleaning
• To clean the terminal, use a soft cloth slightly moistened with water. Do not
clean the electrical connections.
Do not use solvents, detergents or abrasive products.
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The power supply contains the following symbols:
.
Double insulation symbol
Marking for Class II product. Such product does not require a safety connection to
electrical earth
DC current output
This marking indicates that your terminal is suitable for direct current (DC) only. It is
completed by afferent values (voltage, and max current)
AC current input
This marking indicates that the product operates with an alternating current (AC)
source (mains). It is completed by afferent values (voltage, frequency, max current)
DC power jack polarity
Output plug is Positive (+) and the barrel (ring) of the output plug is Negative (-)
Indoor use only
Energy star level 6
International efficiency marking protocol
Environment (WEEE, batteries and packaging)
This product is labelled in accordance with European Directives 2002/96/EC
concerning Waste Electrical and Electronic Equipment (WEEE) and 2006/66/EC
concerning Batteries and Accumulators. These provisions require producers and
manufacturers to become liable for take-back, treatment and recycling upon end
of life of equipment and batteries.
The associated symbol means that WEEE and waste batteries must
not be thrown away but collected separately and recycled.
Ingenico ensures that efficient collection and recycling schemes are
set-up for WEEE and batteries according to the local regulation of your country.
Please contact your retailers for more detailed information about the compliance
solution in place for disposing of your old product and used batteries.
Packaging waste must also be collected separately to ensure proper disposal and
recycling.
Please note that the proper recycling of electrical or electronic equipment and
waste batteries will ensure the safety of human health and the environment.
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Security of the Terminal
This device fulfils current applicable PCI PTS security requirements.
Upon receipt of the terminal you should check for signs of tampering of the
equipment. It is strongly advised that these checks are performed regularly after
receipt.
Check, for example: that the keypad is firmly in place and that there is no evidence
of unusual wires that have been connected to any ports on the terminal or
associated equipment. Also ensure that the chip card reader or any other part of
the terminal has not been modified.
These checks should provide warning of any unauthorised modifications to the
terminal, and any suspicious behaviour of individuals that have access to your
terminal.
The terminal detects any ‘tampered state’ and will repeatedly flash the message
“Alert Irruption!” and further use of the terminal will not be possible.
If the “Alert Irruption!” message is observed, contact the terminal helpdesk
immediately.
It is strongly advised that privileged access to the terminal is only granted to staff
that have been independently verified as being trustworthy.
The terminal must never be put in or left at a location where it could be stolen or
replaced by another device.
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Standards
CE Mark
The CE marking indicates Desk/3500 complies with the requirements of
European Directive 1999/5/EC of 9 March 1999 on Radio and
Telecommunications Terminal Equipment for:
• The protection of the health and the safety of the user and any other
person.
• The protection requirements with respect to electromagnetic compatibility.
EU Directives
According to harmonised EU standards
Product
1999/5/EC
(R&TTE Directive)
2011/65/EU
(RoHS Directive)
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Product Type
Standards
All product type
EN 60950-1
Contactless
EN 302 291-1/2
EN301 489-1
EN 301 489-3
EN 50357
EN 50364
2005
2008
2002
2001
2001
EN 301 489-1
EN 301 489-7
EN 301 489-24
GSM/GPRS/ UMTS
EN 301 511
EN 301 908-1
EN 62 311
2008
2005
2007
2003
2010
2008
All product type
2012
Desk 3500
Desk/3500 User Guide
EN 50581
Issue date
2006
2009 (A11)
2010 (A1)
2011 (A12)
Copyright© 2021 Ingenico
Troubleshooting
The terminal does not turn on
• Connect terminal to terminal power supply ensure that the supply has
power.
Cards are not read
• Check that the magnetic card is swiped correctly (with magnetic strip facing
the side of the terminal).
• Swipe the card again with a continuous and fluid movement
• Verify that the magnetic strip is not damaged, grooved or cracked
• Make sure you have correctly inserted the smart card into the smart card
reader and only removed it when prompted to do so.
The receipt is not printed
• Check the presence and proper positioning of the paper roll.
• Adjust the paper roll following the instructions in this manual (See
‘Installing a paper roll’).
• Check that Ingenico approved thermal paper has been used.
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Notes:
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Copyright© 2021 Ingenico
DIV434818A
Copyright © 2021 Ingenico (UK) Ltd.
This User Guide relates to terminal software UT4.17.02 APACS 40.
Whilst every effort has been made to ensure that the content of this document is accurate, Ingenico will not accept
responsibility for any loss, damage or injury that may be incurred as a result of any errors or inaccuracies. The
product is varied to suit requirements and as such some features may vary or be disabled. This document should
be accepted as a guide only to the use of the product.
In the effort for continued improvements in design and quality, product features and information regarding setting
up, installation and use of all Ingenico products is subject to change without prior notice.
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Copyright© 2021 Ingenico